CALIFORNIA TECHNOLOGY AGENCY IFB 11

CALIFORNIA TECHNOLOGY AGENCY IFB 11
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
SECTION 6
TECHNICAL REQUIREMENTS
6.1
INTRODUCTION FOR INMATE/WARD TELEPHONE SYSTEM SERVICES .......................................... 3
6.1.1
IWTS REQUIREMENTS OVERVIEW......................................................................................................... 4
6.1.1.1
IWTS Designation of Requirements Overview ............................................................................... 4
6.1.1.2
IWTS Bidder’s Documentation Requirements ............................................................................... 5
6.1.1.3
Pacific Time ....................................................................................................................................... 5
6.1.1.4
Special Correctional Environment .................................................................................................. 6
6.2
IWTS GENERAL SYSTEM REQUIREMENTS .......................................................................................... 6
6.2.1
CONTRACT ADMINISTRATION FEE........................................................................................................ 6
6.2.2
IWTS CUSTOMER REFERENCES ............................................................................................................ 8
6.2.3
IWTS REGULATORY AND LEGISLATIVE COMPLIANCE ...................................................................... 8
6.2.3.1
IWTS Local, State, and Federal Regulatory Compliance .............................................................. 9
6.2.3.2
IWTS Legislative Compliance .......................................................................................................... 9
6.2.4
IWTS HARDWARE ENGINEERING DOCUMENTATION ......................................................................... 9
6.2.4.1
6.2.5
IWTS HARDWARE ENGINEERING DOCUMENTATION ............................................................... 10
IWTS IN-USE REQUIREMENTS .............................................................................................................. 10
6.2.5.1
IWTS Hardware ................................................................................................................................ 10
6.2.5.2
IWTS Software ................................................................................................................................. 11
6.2.5.2.1
6.2.6
IWTS Software Licenses......................................................................................................... 11
IWTS DOCUMENTATION REQUIREMENTS .......................................................................................... 12
6.2.6.1
IWTS Documentation ...................................................................................................................... 12
6.2.6.2
IWTS Types of Pre-Installation Documentation ........................................................................... 12
6.2.6.3
IWTS As-Built Documentation Requirements .............................................................................. 13
6.2.6.4
IWTS Documentation Availability .................................................................................................. 13
6.2.6.5
Quantity of Documentation ............................................................................................................ 14
6.2.6.6
State Property.................................................................................................................................. 14
6.2.7
IWTS ACCURATE TIME AND DATE ....................................................................................................... 15
SECTION 6 - Page i
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.2.8
IWTS DAYLIGHT SAVING TIME ............................................................................................................. 15
6.2.9
IWTS CABLE AND WIRING .................................................................................................................... 15
6.2.9.1
IWTS CAT3 Horizontal Wiring Compatibility Requirement ......................................................... 16
6.2.9.2
IWTS Signal Amplification Requirements .................................................................................... 16
6.2.9.3
IWTS Special Cabling Requirements ............................................................................................ 16
6.2.9.4
Connecting Equipment for IWTS ................................................................................................... 17
6.2.9.5
IWTS Industry Standards ............................................................................................................... 17
6.2.10
IWTS POWER REQUIREMENTS ........................................................................................................ 18
6.2.10.1 IWTS Conditioning Equipment ...................................................................................................... 18
6.2.11
IWTS COMMUNICATION LINKS TO PUBLIC NETWORKS .............................................................. 19
6.2.12
IWTS CALLING CARDS AND DEBIT CALLING ................................................................................ 19
6.2.13
IWTS CALL CONTROL SYSTEM CATEGORIES ............................................................................... 19
6.2.14
IWTS NON-CONFIDENTIAL CALLS ................................................................................................... 22
6.3
IWTS SERVICES’ TELEPHONE SYSTEM .............................................................................................. 22
6.3.1
IWTS TELEPHONE SYSTEM NETWORK REQUIREMENTS ................................................................ 22
6.3.1.1
IWTS Voice Network Design Requirements ................................................................................. 23
6.3.1.2
IWTS Voice Network Performance Requirements ....................................................................... 24
6.3.1.3
IWTS Voice Network Congestion Control Methodology ............................................................. 25
6.3.1.4
IWTS Voice Network Latency Control Methodology ................................................................... 25
6.3.1.5
IWTS Voice Network Operations Center ....................................................................................... 25
6.3.1.6
IWTS Voice Network Ubiquity ........................................................................................................ 26
6.3.1.7
IWTS Voice Network Scalability .................................................................................................... 26
6.3.1.8
IWTS Voice Network Survivability ................................................................................................. 26
6.3.1.9
IWTS Voice Network Security ........................................................................................................ 27
6.3.1.10 IWTS Fraud Protection ................................................................................................................... 27
6.3.1.11 IWTS Fraud Detection ..................................................................................................................... 28
6.3.1.11.1
IWTS Fraud Detection Features ............................................................................................. 28
6.3.1.11.2
IWTS Technical Approach ...................................................................................................... 29
6.3.1.12 IWTS State Requested Fraud Detection Capabilities .................................................................. 29
SECTION 6 - Page ii
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.3.1.12.1
IWTS Extra Dialed Digits ........................................................................................................ 30
6.3.1.12.2
IWTS Reports of Detected Attempts ..................................................................................... 30
6.3.1.12.3
IWTS Detection of Unusual or Suspicious Dialing .............................................................. 30
6.3.1.13 IWTS Disaster Recovery Plans ...................................................................................................... 31
6.3.2
IWTS TELEPHONE HARDWARE AND ENCLOSURE REQUIREMENTS ............................................. 32
6.3.2.1
Inmate/Ward Telephones................................................................................................................ 32
6.3.2.1.1
Non-programmable IWTS Telephones .................................................................................. 33
6.3.2.1.2
Surface Mounting .................................................................................................................... 33
6.3.2.1.3
Telephone Identifiers (Telephone ID) .................................................................................... 34
6.3.2.1.4
Volume and Noise Control ..................................................................................................... 34
6.3.2.1.5
No Coin Slots/Card Slots........................................................................................................ 34
6.3.2.1.6
Armored Handset Cord........................................................................................................... 35
6.3.2.1.7
Mobile Carts ............................................................................................................................. 35
6.3.2.2
IWTS Outdoor Telephones ............................................................................................................. 36
6.3.2.3
IWTS Telecommunications Devices for the Deaf/Teletypewriter Telephones (TDD/TTY) ....... 36
6.3.2.4
IWTS Telephone Enclosures that Include Booths, Wall and/or Pedestals ............................... 37
6.3.2.4.1
Telephone Enclosure with Optional Pedestal Design ......................................................... 38
6.3.2.4.2
Telephone Booth Enclosure Design ..................................................................................... 39
6.3.2.4.3
Booth Enclosure Door Option ............................................................................................... 39
6.3.2.4.4
Telephone Enclosure Finish .................................................................................................. 40
6.3.2.4.5
Americans with Disabilities Act (ADA) Requirements ........................................................ 40
6.3.3
IWTS TELEPHONE SYSTEM FUNCTIONALITY .................................................................................... 40
6.3.3.1
Domestic Calls from an Inmate/Ward Telephone ........................................................................ 41
6.3.3.2
International Calls from an Inmate/Ward Telephone ................................................................... 41
6.3.3.3
IWTS Call Processing Information ................................................................................................ 41
6.3.3.4
IWTS Voice Prompts ....................................................................................................................... 42
6.3.3.5
IWTS Voice Responses .................................................................................................................. 42
6.3.3.6
IWTS Inmate/Ward Outbound Call System Process .................................................................... 43
6.3.3.6.1
Call Flow Charts ...................................................................................................................... 43
SECTION 6 - Page iii
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.3.3.6.2
Call Validation ......................................................................................................................... 43
6.3.3.6.3
Call Denial and Identification ................................................................................................. 43
6.3.3.6.4
Designated CDCR Hot Lines – Calls Recorded ................................................................... 44
6.3.3.6.5
Designated CDCR Hot Lines – Calls Not Recorded ............................................................ 45
6.3.3.6.6
Calls to Other State Agencies’ Hot Lines ............................................................................. 46
6.3.3.6.7
Call Control Feature Parameter Verification ........................................................................ 46
6.3.3.6.8
Outbound Call Process for Domestic Calls.......................................................................... 46
6.3.3.6.9
Outbound Call Process for International Calls .................................................................... 48
6.3.3.7
Accepting and Receiving IWTS Calls............................................................................................ 49
6.3.3.7.1
Accepting Calls from Inmates or Wards ............................................................................... 49
6.3.3.7.2
IWTS Rating by Call Type Option .......................................................................................... 49
6.3.3.7.3
IWTS Call Blocking by Called Party ...................................................................................... 50
6.3.3.7.4
Receiving a Prepaid Call from an Inmate/Ward ................................................................... 50
6.3.3.7.5
Passive Acceptance................................................................................................................ 51
6.3.3.8
IWTS Recorded Messages Played to Called Party ...................................................................... 51
6.3.3.8.1
Call Setup Branding ................................................................................................................ 52
6.3.3.8.2
Overlay Message ..................................................................................................................... 53
6.3.3.8.3
Call Termination Message ...................................................................................................... 54
6.3.3.9
Call Detail Records (CDR) for IWTS .............................................................................................. 54
6.3.3.9.1
IWTS Call Detail Record Content ........................................................................................... 54
6.3.3.10 IWTS Call Termination .................................................................................................................... 56
6.3.3.10.1
Software Controlled Manual Termination ............................................................................. 56
6.3.3.10.2
Hardwired Switch Manual Termination ................................................................................. 56
6.3.3.11 IWTS Outbound Calling Restrictions ............................................................................................ 57
6.3.3.11.1
IWTS Outbound Only Calls .................................................................................................... 57
6.3.3.11.2
Secondary Dial Tone............................................................................................................... 58
6.3.3.11.3
Calling Other CDCR Facilities ................................................................................................ 58
6.3.3.11.4
Maximum Ring Time ............................................................................................................... 59
6.3.3.12 IWTS Call Control Features ............................................................................................................ 59
SECTION 6 - Page iv
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.3.3.12.1
IWTS Calling Schedules ......................................................................................................... 59
6.3.3.12.2
IWTS Time Between Completed Calls ................................................................................... 60
6.3.3.12.3
IWTS Call Duration .................................................................................................................. 60
6.3.3.12.4
IWTS Extra Dialed Digits Prevention ..................................................................................... 61
6.3.3.12.5
IWTS Blocked Calls by CDCR Authorized Staff ................................................................... 61
6.3.3.12.6
Blocking Specific Types of Telephone Numbers by IWTS ................................................. 62
6.3.3.13 IWTS Detection of Unusual or Suspicious Dialing ...................................................................... 62
6.3.3.14 IWTS Detection of Three-Way Calls .............................................................................................. 63
6.3.3.15 IWTS Detection of Call Forwarding ............................................................................................... 63
6.3.3.16 IWTS Third-Party Call Flag, Warn, or Disconnect ........................................................................ 64
6.3.3.17 Additional Detection Capability by IWTS...................................................................................... 65
6.3.3.17.1
Automated System Malfunction Notification ....................................................................... 65
6.3.3.18 IWTS User Group Configuration .................................................................................................... 65
6.3.3.19 IWTS Telephone System Quality Requirements .......................................................................... 66
6.3.3.19.1
Industry Standards ................................................................................................................. 66
6.3.3.19.2
Voice Quality ........................................................................................................................... 66
6.3.3.20 IWTS TDD/TTYCALL PROCESSING REQUIREMENTS ................................................................ 67
6.3.3.20.1
Use of Turbo Coding............................................................................................................... 67
6.3.3.20.2
Interface with California Relay Service (CRS) Call Centers................................................ 68
6.3.3.20.3
Speed Dial Number for CRS ................................................................................................... 68
6.3.3.20.4
IWTS TDD/TTY Call Recording Functionality ....................................................................... 69
6.3.3.21 TDD/TTY Telephone Calls through IWTS...................................................................................... 69
6.3.3.21.1
Direct Dialing from an IWTS Voice Line to a TDD/TTY ........................................................ 70
6.3.3.21.2
Direct Dialing from an IWTS TDD/TTY to a TDD/TTY Device .............................................. 70
6.3.3.21.3
IWTS TDD/TTY Device to a Hearing Capable Called Party through CRS .......................... 70
6.3.4
IWTS TELEPHONE SYSTEM DATABASES ........................................................................................... 71
6.3.4.1
IWTS Blocked Number Database .................................................................................................. 71
6.3.4.2
IWTS Prepaid Accounts Database ................................................................................................ 71
6.3.4.3
IWTS Facility Phone List Database ............................................................................................... 72
SECTION 6 - Page v
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.4.4
6.3.5
IWTS Billing Number Address (BNA) Database ........................................................................... 72
IWTS TELEPHONE SYSTEM DOCUMENTATION REQUIREMENTS ................................................... 73
6.3.5.1
6.3.6
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS User Guide for the Called Party ........................................................................................... 73
IWTS END-USER CUSTOMER SERVICE REQUIREMENTS ................................................................ 73
6.3.6.1
Customer Service Hours of Operation for IWTS .......................................................................... 74
6.3.6.2
IWTS Toll Free Customer Service Access Number ..................................................................... 74
6.3.6.3
Supported Languages .................................................................................................................... 75
6.3.6.4
IWTS Complaint Resolution and Escalation Plan ........................................................................ 75
6.3.6.5
IWTS Service and Support Resources.......................................................................................... 76
6.3.6.6
Customer Service Average Speed of Answer (ASA) for IWTS ................................................... 76
6.4
IWTS LIVE MONITORING TERMINALS.................................................................................................. 77
6.4.1
IWTS LIVE MONITORING TERMINAL NETWORK ................................................................................ 78
6.4.2
IWTS LIVE MONITORING TERMINALS.................................................................................................. 78
6.4.2.1
IWTS Live Monitoring Terminal Deployments ............................................................................. 79
6.4.2.2
IWTS Live Monitoring System ....................................................................................................... 79
6.4.2.3
IWTS Graphical User Interface (GUI) ............................................................................................. 80
6.4.2.4
IWTS Live Monitoring Terminal Identification .............................................................................. 80
6.4.2.5
IWTS Live Monitoring Terminal Display Content Requirements ............................................... 81
6.4.2.6
IWTS Log-In Screen ........................................................................................................................ 81
6.4.2.7
IWTS Live Monitoring Terminal Functionality Requirements..................................................... 82
6.4.2.8
IWTS Scan and Live Monitoring of Multiple Calls ....................................................................... 83
6.4.2.8.1
Park and Listen To Calls ........................................................................................................ 83
6.4.2.8.2
Hands-Free Monitoring ........................................................................................................... 84
6.4.2.8.3
Termination of Active Calls .................................................................................................... 84
6.4.2.9
IWTS Barge-In To Active Calls ....................................................................................................... 85
6.4.2.10 IWTS Access a “Help” Menu .......................................................................................................... 85
6.4.2.11 IWTS Live Monitoring Terminal Display of Active Call ............................................................... 85
6.4.2.12 IWTS Live Monitoring Terminal Stealth ........................................................................................ 86
6.4.2.13 IWTS Live Monitoring Terminal Volume ....................................................................................... 86
SECTION 6 - Page vi
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.4.2.14 Multiple Users Monitoring a Live Call with IWTS ......................................................................... 86
6.4.2.15 IWTS Live Monitoring Terminal Physical Restrictions ................................................................ 87
6.4.2.16 IWTS Live Monitoring Terminal Physical Security ...................................................................... 88
6.4.2.17 IWTS Extended Distances of Live Monitoring Terminals ........................................................... 88
6.4.2.18 IWTS User Guide for IWTS Live Monitoring Terminals ............................................................... 89
6.4.2.19 IWTS Live Monitoring Terminal Limited Authority ...................................................................... 89
6.4.2.20 IWTS Live Monitoring Terminal Manual Notification ................................................................... 90
6.5
CDCR IWTS INVESTIGATIVE SYSTEM ................................................................................................. 90
6.5.1
CDCR IWTS LIVE MONITORING AND MANAGEMENT CAPABILITIES OVERVIEW ......................... 91
6.5.2
CDCR IWTS INVESTIGATIVE SYSTEM NETWORK REQUIREMENTS ............................................... 91
6.5.2.1
IWTS Investigative System Network Architecture ....................................................................... 91
6.5.2.2
IWTS Investigative System Network Functionality ...................................................................... 93
6.5.2.3
IWTS Investigative System Network Ubiquity .............................................................................. 93
6.5.2.4
IWTS Investigative System Network Scalability .......................................................................... 94
6.5.2.5
IWTS Investigative System Network Survivability ....................................................................... 94
6.5.2.6
IWTS Investigative System Network Points of Failure ................................................................ 94
6.5.2.7
IWTS Investigative System Data Storage Center ......................................................................... 95
6.5.2.8
IWTS Data Transmission Encryption ............................................................................................ 95
6.5.2.9
IWTS Investigative System Network Security .............................................................................. 96
6.5.2.10 IWTS Investigative System Network Operations Center (NOC) ................................................. 96
6.5.2.11 IWTS Disaster Recovery Plans ...................................................................................................... 97
6.5.3
IWTS INVESTIGATIVE WORKSTATIONS .............................................................................................. 98
6.5.3.1
IWTS Functional Integration .......................................................................................................... 98
6.5.3.2
IWTS Investigative Workstation Hardware Configuration .......................................................... 98
6.5.3.3
IWTS Investigative Workstation Software Security ..................................................................... 99
6.5.3.4
IWTS Investigative Workstation Identification ........................................................................... 100
6.5.3.5
IWTS Investigative Workstation Independent Operation .......................................................... 100
6.5.3.6
IWTS Extended Distances of IWTS Investigative Workstations............................................... 101
6.5.4
IWTS INVESTIGATIVE WORKSTATION FUNCTIONALITY ................................................................ 101
SECTION 6 - Page vii
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.5.4.1
IWTS Investigative Workstation Search Functionality .............................................................. 101
6.5.4.2
IWTS Investigative Workstation Limited Authority ................................................................... 102
6.5.4.3
IWTS Password Protected Log-In ............................................................................................... 102
6.5.4.4
IWTS Malicious Code Prevention ................................................................................................ 103
6.5.4.5
IWTS Investigative Workstation Capacity .................................................................................. 103
6.5.4.6
IWTS Remote Software Updates ................................................................................................. 103
6.5.4.7
IWTS Remote Access Capability ................................................................................................. 104
6.5.4.8
IWTS Investigative Workstation Screens/Icons ......................................................................... 104
6.5.4.8.1
IWTS Log-In Screen .............................................................................................................. 104
6.5.4.8.2
IWTS Welcome Screen ......................................................................................................... 105
6.5.4.8.3
IWTS Log-Out Screen ........................................................................................................... 106
6.5.4.8.4
IWTS Live Monitoring Screen .............................................................................................. 106
6.5.4.8.5
IWTS Reports Screen............................................................................................................ 106
6.5.4.8.6
IWTS Facility Phone List Screen Content........................................................................... 107
6.5.4.8.7
IWTS On-Line Manual ........................................................................................................... 107
6.5.4.8.8
IWTS User Guide for IWTS Investigative Workstations .................................................... 108
6.5.4.9
IWTS Investigative Workstation Live Monitoring Display ......................................................... 108
6.5.4.10 IWTS Live Monitoring Manual Notification ................................................................................. 109
6.5.4.11 IWTS Live Monitoring Multiple Locations ................................................................................... 109
6.5.4.12 IWTS Monitoring Telephone Station/Location Status ............................................................... 110
6.5.4.13 IWTS Call Termination Control from an Investigative Workstation ......................................... 110
6.5.4.14 IWTS Simultaneous Replay .......................................................................................................... 111
6.5.4.15 Forwarding a Recorded Call File on the IWTS ........................................................................... 111
6.5.4.16 IWTS Search Criteria for Call Recording .................................................................................... 112
6.5.4.17 IWTS Voice Recording Access .................................................................................................... 112
6.5.4.18 IWTS Voice Recording Playback Capability ............................................................................... 113
6.5.4.19 IWTS Facility Phone List .............................................................................................................. 113
6.5.4.19.1
IWTS Facility Phone List Screen Details ............................................................................ 114
6.5.4.19.2
IWTS Facility Phone List Search Criteria............................................................................ 114
SECTION 6 - Page viii
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.5.4.19.3
IWTS Alert Group Creation and Activation......................................................................... 115
6.5.4.19.4
IWTS Alert Group Functionality ........................................................................................... 115
6.5.4.19.5
IWTS Alert Group Deactivation ............................................................................................ 116
6.5.4.19.6
Deleting an Alert Group or Telephone Number from IWTS .............................................. 117
6.5.4.20 IWTS Alert Number Notification .................................................................................................. 117
6.5.5
CDCR IWTS ACCOUNT ADMINISTRATION REQUIREMENTS .......................................................... 117
6.5.5.1
IWTS Instructional Brochures ..................................................................................................... 117
6.5.5.2
IWTS Systems Manuals ................................................................................................................ 118
6.5.5.3
IWTS System Administration Manuals ....................................................................................... 118
6.5.5.4
IWTS Investigative Workstation Guide ....................................................................................... 119
6.6
CDCR IWTS ADMINISTRATIVE CONTROL ......................................................................................... 119
6.6.1
IWTS ADMINISTRATIVE CONTROL..................................................................................................... 119
6.6.2
SITE VISITS TO IWTS STORAGE FACILITIES .................................................................................... 120
6.6.3
IWTS INVESTIGATIVE WORKSTATION ACCESS (DELETED) .......................................................... 120
6.6.4
IWTS REMOTE ACCESS CAPABILITY (DELETED) ............................................................................ 120
6.6.5
IWTS MOBILE ADMINISTRATIVE USER (DELETED) ......................................................................... 120
6.6.6
CDCR HEADQUARTERS IWTS ADMINISTRATIVE TESTING/TRAINING SYSTEM (DELETED) ..... 120
6.6.7
USER GUIDE FOR IWTS ADMINISTRATIVE WORKSTATIONS (DELETED) .................................... 120
6.6.8
SINGLE USER IWTS MAPPING VERIFICATION ................................................................................. 120
6.6.9
IWTS NO BILL TEST NUMBERS .......................................................................................................... 121
6.6.10
IWTS TEST PLANS ............................................................................................................................ 121
6.6.11
CDCR IWTS ROLE-BASED USER PROFILES ................................................................................. 122
6.6.11.1 CDCR IWTS USER PROFILE UNIQUE NUMERIC CODE............................................................ 124
6.6.12
IWTS DAILY CALL DETAIL RECORDS RETRIEVAL ...................................................................... 124
6.6.13
TRACKING IWTS ACCESS ............................................................................................................... 125
6.6.13.1 Tracking Prime Contractor Personnel IWTS Access ................................................................ 126
6.6.13.2 Tracking System and Operations Administrator’s User Profile IWTS Access ....................... 126
6.6.13.3 Non-Tracking User Class ............................................................................................................. 127
6.6.13.4 Tracking All Other IWTS User Profiles ........................................................................................ 127
SECTION 6 - Page ix
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.6.14
CDCR IWTS AUTHORIZED USER PROFILE FUNCTIONALITY ..................................................... 128
6.6.15
IWTS CALL CONTROL FEATURE PACKAGE PARAMETER SETTINGS ..................................... 129
6.6.16
IWTS BLOCKED NUMBER ADMINISTRATION ............................................................................... 129
6.6.17
IWTS ADMINISTRATIVE WORKSTATION FUNCTIONALITY (DELETED, REVISED, & MOVED) 130
6.6.18
CDCR IWTS USER ACCESS TO SPECIFIC CDCR FACILITIES ..................................................... 130
6.6.19
MONITORING THE IWTS NETWORK (DELETED, REVISED ,& MOVED) ...................................... 130
6.7
IWTS DATA MANAGEMENT ................................................................................................................. 130
6.7.1
IWTS INFORMATION SECURITY ......................................................................................................... 131
6.7.1.1
IWTS Data Media Disposal Requirements .................................................................................. 132
6.7.1.2
IWTS Internet Access Protection ................................................................................................ 132
6.7.2
IWTS DATABASE MAINTENANCE ...................................................................................................... 132
6.7.3
IWTS DATA PARTITIONING ................................................................................................................. 133
6.7.4
IWTS DATABASE UPDATE FUNCTIONALITY .................................................................................... 133
6.7.5
IWTS DATA ARCHIVING ....................................................................................................................... 134
6.7.5.1
IWTS Archived Data Access ........................................................................................................ 134
6.7.5.2
IWTS Automatic Archiving ........................................................................................................... 134
6.7.5.3
IWTS Storage of Recordings On-Site.......................................................................................... 135
6.7.6
IWTS DATABASE ACCESS BY AUTHORIZED STAFF....................................................................... 135
6.7.6.1
Multiple IWTS Database Access .................................................................................................. 136
6.7.6.2
Multiple IWTS Log-Ons ................................................................................................................. 136
6.7.6.3
IWTS Password Requirements .................................................................................................... 137
6.7.6.4
IWTS Database Search Capability ............................................................................................... 137
6.7.6.5
IWTS Multi-Facility Database Search Capability ........................................................................ 138
6.7.6.6
Export IWTS Data Format ............................................................................................................. 138
6.7.7
IWTS DATABASE RECOVERY ............................................................................................................. 139
6.7.7.1
IWTS Data Backup and Recovery................................................................................................ 139
6.7.7.1.1
System Failures..................................................................................................................... 139
6.7.7.1.2
IWTS Full Recovery............................................................................................................... 140
6.7.7.1.3
IWTS Data Backup Requirements ....................................................................................... 140
SECTION 6 - Page x
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.7.7.1.4
6.7.8
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Database Redundancy ............................................................................................... 141
IWTS RECORDING REQUIREMENTS .................................................................................................. 141
6.7.8.1
Start of Recording ......................................................................................................................... 141
6.7.8.2
IWTS “Do Not Record” Numbers ................................................................................................. 142
6.7.8.3
IWTS On-Site Recording Storage Capacity ................................................................................ 142
6.7.8.4
IWTS Playback, Download, Save, and Transfer Rate ................................................................ 143
6.7.8.5
IWTS Recording Database Scalability ........................................................................................ 143
6.7.8.6
IWTS Playback of Recording on Other Types of Media ............................................................ 144
6.7.8.7
IWTS Proof of Authenticity........................................................................................................... 144
6.8
IWTS SERVICE, SUPPORT, AND MAINTENANCE ............................................................................. 144
6.8.1
IWTS SERVICE, SUPPORT, AND MAINTENANCE RESPONSIBILITIES........................................... 145
6.8.1.1
6.8.2
Responsibilities of the Prime Contractor for IWTS ................................................................... 145
IWTS SERVICE AND SUPPORT REQUIREMENTS ............................................................................. 146
6.8.2.1
IWTS Help Desk for CDCR............................................................................................................ 146
6.8.2.1.1
IWTS Help Desk Access ....................................................................................................... 146
6.8.2.1.2
IWTS Help Desk Hours of Operation ................................................................................... 147
6.8.2.1.3
IWTS Help Desk Procedures Manual .................................................................................. 147
6.8.2.2
IWTS Trouble Ticket Reporting and Tracking System .............................................................. 148
6.8.2.2.1
6.8.2.3
6.8.3
IWTS Trouble Ticket Content ............................................................................................... 149
IWTS Trouble Ticket Priority Definitions and Responses Table .............................................. 151
IWTS MAINTENANCE REQUIREMENTS ............................................................................................. 152
6.8.3.1
IWTS Routine and Preventative Maintenance Requirements ................................................... 152
6.8.3.1.1
Scheduling IWTS Remote and Network Routine Maintenance ........................................ 152
6.8.3.1.2
IWTS Maintenance Procedures and Scheduling Plans ..................................................... 153
6.8.3.1.3
Facility-Specific IWTS Maintenance Schedules ................................................................. 153
6.8.3.2
IWTS Remedial Maintenance Requirements .............................................................................. 154
6.8.3.2.1
IWTS Remedial Maintenance Response Times ................................................................. 154
6.8.3.2.2
IWTS Diagnostic Assistance ................................................................................................ 154
6.8.3.3
IWTS Software Maintenance Requirements ............................................................................... 155
SECTION 6 - Page xi
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.8.3.4
6.8.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
On-site Administrator ................................................................................................................... 155
IWTS TRAINING REQUIREMENTS....................................................................................................... 156
6.8.4.1
General IWTS Training Requirements ........................................................................................ 156
6.8.4.1.1
Trainer Certification by CDCR ............................................................................................. 156
6.8.4.1.2
IWTS Training Plan ............................................................................................................... 157
6.8.4.2
Methods of Training for IWTS ...................................................................................................... 157
6.8.4.2.1
IWTS Investigative Workstation Training ........................................................................... 157
6.8.4.2.2
IWTS Live Monitoring Terminal Training ............................................................................ 158
6.8.4.2.3
IWTS Administration Training ............................................................................................. 158
6.8.5
IWTS USER MANUALS FOR CDCR AUTHORIZED STAFF................................................................ 158
6.9
IWTS TOOLS AND REPORTS .............................................................................................................. 159
6.9.1
IWTS INVESTIGATIVE TOOLS AND REPORTS .................................................................................. 160
6.9.1.1
IWTS Investigative Report Format .............................................................................................. 160
6.9.1.2
IWTS Investigative Report Fields ................................................................................................ 161
6.9.1.3
IWTS Investigative Reports .......................................................................................................... 162
6.9.1.3.1
IWTS Call Detail Reports ...................................................................................................... 162
6.9.1.3.2
IWTS Custom Query ............................................................................................................. 163
6.9.1.3.3
IWTS Frequency by Origination Report .............................................................................. 163
6.9.1.3.4
IWTS Frequency by Destination Report ............................................................................. 163
6.9.1.3.5
IWTS Alert Group by Destination Report............................................................................ 164
6.9.1.3.6
IWTS Alert Group by CDCR Authorized User Report ........................................................ 164
6.9.1.3.7
IWTS Shared Destination Report ......................................................................................... 165
6.9.1.3.8
IWTS Station Configuration Report ..................................................................................... 165
6.9.1.4
Search Fields Available for IWTS Ad Hoc Reports .................................................................... 165
6.9.1.5
CDCR IWTS Administrative Reports ........................................................................................... 167
6.9.1.5.1
IWTS User ID Creation Report ............................................................................................. 167
6.9.1.5.2
IWTS Audit Log Report ......................................................................................................... 167
6.9.1.5.3
IWTS Live Monitoring Terminal Activity Report ................................................................ 167
6.9.1.5.4
IWTS Passive Acceptance Report ....................................................................................... 168
SECTION 6 - Page xii
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.9.1.5.5
IWTS Blocked Number Report ............................................................................................. 168
6.9.1.5.6
IWTS Do Not Record Report ................................................................................................ 169
6.9.1.5.7
IWTS Data Backup Validation Report ................................................................................. 169
6.9.2
FORMAT OF MONTHLY IWTS REPORTS ........................................................................................... 169
6.9.3
IWTS CUSTOMER SERVICE REPORTS .............................................................................................. 170
6.9.3.1
IWTS Trouble Ticket Report ......................................................................................................... 170
6.9.3.2
IWTS Daily Average Speed of Answer Reports (Monthly and Summary) ............................... 171
6.9.3.3
IWTS Customer Service Call Volume Reports (Monthly and Summary) ................................. 172
6.9.3.4
IWTS Customer Service Issues by Type Reports (Monthly and Summary) ............................ 172
6.9.3.5
IWTS Customer Service Ad Hoc Report Capability ................................................................... 173
6.9.4
IWTS SERVICE, SUPPORT, AND MAINTENANCE REPORTS ........................................................... 173
6.9.4.1
Current IWTS Inventory Report (Monthly) .................................................................................. 174
6.9.4.2
IWTS Network Performance Reports .......................................................................................... 175
6.9.5
IWTS CALL VOLUME AND REVENUE REPORTS (MONTHLY AND SUMMARY) ............................ 176
6.9.5.1
IWTS Call Volume by Facility Report (Monthly and Summary) ................................................ 176
6.9.5.2
IWTS Call Volume by Category of Call Type Report (Monthly and Summary) ....................... 177
6.9.5.3
IWTS Daily Call Volume by Call Type Report ............................................................................. 177
6.9.5.4
IWTS Daily Call Volume for International Calls Report ............................................................. 178
6.9.5.5
IWTS Data File ............................................................................................................................... 178
6.9.6
IWTS AD HOC REPORTS ..................................................................................................................... 179
6.10
IWTS FINANCIAL REPORTS ............................................................................................................ 179
6.10.1
IWTS SUMMARY MINUTES BY CALL CATEGORY REPORT ........................................................ 180
6.10.2
MONTHLY IWTS DISTRIBUTION OF REVENUES BY CALL CATEGORY SUMMARY ................. 181
6.10.3
IWTS CORRECTIONAL FACILITY SUMMARY REPORT ................................................................ 182
6.10.4
MONTHLY IWTS REVENUE ANALYSIS REPORT .......................................................................... 182
6.10.5
CUMULATIVE IWTS USAGE FOR STATE FISCAL YEAR AND CALENDAR YEAR REPORTS .. 183
6.10.6
MONTHLY IWTS BASELINE TRACKING REPORT ......................................................................... 184
6.10.7
CUMULATIVE MONTHLY IWTS ADMINISTRATIVE FEES REPORT ............................................. 185
6.11
IWTS WEB SITE PORTALS .............................................................................................................. 185
SECTION 6 - Page xiii
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.11.1
IWTS PUBLIC WEB SITE .................................................................................................................. 186
6.11.2
IWTS PRIVATE WEB SITE ................................................................................................................ 187
6.11.3
PRIME CONTRACTOR HOSTED WEB-BASED IWTS APPLICATION ........................................... 187
6.11.3.1 System Use Notification/IWTS Log-In Screen ............................................................................ 187
6.11.3.2 IWTS Log-Out Screen ................................................................................................................... 188
6.11.3.3 IWTS Concurrent Session Control .............................................................................................. 188
6.11.3.4 IWTS Application Session Expiration ......................................................................................... 189
6.12
IWTS SERVICE LEVEL AGREEMENTS ........................................................................................... 189
6.12.1
IWTS RIGHTS AND REMEDIES ........................................................................................................ 190
6.12.2
IWTS TROUBLE TICKET STOP CLOCK CONDITIONS .................................................................. 191
6.12.3
IWTS TECHNICAL SERVICE LEVEL AGREEMENTS ..................................................................... 194
6.12.4
IWTS ADMINISTRATIVE SERVICE LEVEL AGREEMENTS ........................................................... 200
6.12.5
IWTS SERVICE LEVEL AGREEMENT REPORTS ........................................................................... 203
6.12.5.1 Monthly IWTS Trouble Ticket Report .......................................................................................... 203
6.12.5.2 IWTS Catastrophic (CAT) Outage SLA Report ........................................................................... 204
6.12.5.3 Monthly IWTS SLA Summary Report .......................................................................................... 205
6.12.5.4 IWTS Executive Outage Summary Report .................................................................................. 205
6.12.5.5 Annual IWTS SLA Trouble Ticket Summary Report .................................................................. 206
6.12.5.6 Annual IWTS SLA Trouble Ticket Summary by CDCR Facility Report .................................... 206
6.13
IWTS BUSINESS PLAN REQUIREMENTS ....................................................................................... 207
6.13.1
PRIME CONTRACTOR IWTS BUSINESS PLAN .............................................................................. 207
6.13.1.1 IWTS Staffing and Resource Requirements ............................................................................... 208
6.13.1.2 IWTS Staffing and Resource Background Check Requirement ............................................... 209
6.13.1.3 IWTS General Business Requirements....................................................................................... 209
6.13.2
IWTS PROJECT MANAGEMENT PLAN ........................................................................................... 210
6.13.2.1 Project Management Methodology ............................................................................................. 210
6.13.2.2 IWTS Project Schedule ................................................................................................................. 211
6.13.2.3 IWTS Site Specific Information Requests................................................................................... 211
6.13.2.4 Project Manager Certification for IWTS ...................................................................................... 212
SECTION 6 - Page xiv
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.13.2.5 Project Teams for IWTS ................................................................................................................ 212
6.13.3
IWTS ESCALATION PLAN ................................................................................................................ 212
6.13.4
IWTS CHANGE MANAGEMENT PLAN ............................................................................................ 213
6.13.5
IWTS CONFIGURATION MANAGEMENT PLAN ............................................................................. 214
6.13.6
IWTS SECURITY MANAGEMENT PLAN .......................................................................................... 215
6.13.7
IWTS CUSTOMER SERVICE PLAN .................................................................................................. 216
6.13.8
IWTS SERVICE, SUPPORT, AND MAINTENANCE PLAN .............................................................. 216
6.13.9
IWTS TRANSITION PLANS ............................................................................................................... 216
6.13.9.1 IWTS Transition-In Plan ................................................................................................................ 217
6.13.9.1.1
CDCR and End-User Impact ................................................................................................. 217
6.13.9.1.2
IWTS Transition-In Planning and Scheduling .................................................................... 217
6.13.9.1.3
Local Exchange Carriers (LECs) Agreements for IWTS ................................................... 218
6.13.9.1.4
Working with IWTS Incumbent Contractor ......................................................................... 218
6.13.9.1.5
IWTS Cut-over Process ........................................................................................................ 219
6.13.9.1.6
IWTS Data Transition-In Planning ....................................................................................... 219
6.13.9.1.7
IWTS System Configuration ................................................................................................. 220
6.13.9.2 IWTS Transition-Out Plan ............................................................................................................. 220
6.13.9.2.1
Transition of IWTS Equipment ............................................................................................. 221
6.13.9.2.2
State, CDCR, and End-User Impact ..................................................................................... 221
6.13.9.2.3
IWTS Transition-Out Planning and Scheduling ................................................................. 221
6.13.9.2.4
Working with Future IWTS Contractor ................................................................................ 222
6.13.9.2.5
IWTS Data Transition-Out Planning .................................................................................... 222
6.14
IWTS BILLING REQUIREMENTS...................................................................................................... 223
6.14.1
IWTS CONVERSATION MINUTES .................................................................................................... 224
6.14.2
IWTS COLLECT CALL BILLING SERVICES .................................................................................... 224
6.14.2.1 IWTS Collect Call Processing ...................................................................................................... 224
6.14.2.2 Monthly IWTS Collect Call Charge Limits................................................................................... 225
6.14.3
IWTS PREPAID BILLING SERVICES ............................................................................................... 226
6.14.3.1 IWTS Prepaid Call Processing ..................................................................................................... 226
SECTION 6 - Page xv
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.14.3.2 IWTS Prepaid Account Payment Methods.................................................................................. 227
6.14.3.3 IWTS Unused Prepaid Account ................................................................................................... 228
6.14.4
IWTS PROCESSING OF CALLS TO CELL PHONES ...................................................................... 228
6.14.5
IWTS BACK BILLING OF CHARGES ............................................................................................... 229
6.14.6
IWTS MONTHLY CUSTOMER STATEMENTS ................................................................................. 230
6.14.6.1 IWTS Monthly Customer Billing Statement Content ................................................................. 230
6.14.6.2 IWTS Delivery of Monthly Billing Statements ............................................................................ 232
6.14.6.3 IWTS Monthly Customer Billing Statements On-Line ............................................................... 232
6.14.6.4 On-Line Payment for IWTS Prepaid Accounts ........................................................................... 232
6.14.7
DELINQUENT ACCOUNTS ............................................................................................................... 233
6.15
IWTS TRANSITION REQUIREMENTS .............................................................................................. 233
6.15.1
PRIME CONTRACTOR COOPERATION .......................................................................................... 234
6.15.2
TRANSFER OF IWTS EQUIPMENT OWNERSHIP ........................................................................... 234
6.15.3
IWTS TRANSITION PLANNING ........................................................................................................ 235
6.15.4
IWTS STRATEGIC AND OPERATIONAL PLANNING ..................................................................... 235
6.16
INTRODUCTION FOR THE MANAGED ACCESS SYSTEM SERVICES......................................... 236
6.16.1
MAS REQUIREMENTS OVERVIEW.................................................................................................. 237
6.16.1.1 MAS Designation of Requirements Overview ............................................................................ 237
6.16.1.2 MAS Bidder’s Documentation Requirements ............................................................................ 237
6.16.1.3 Pacific Time ................................................................................................................................... 238
6.16.1.4 Special Correctional Environment .............................................................................................. 238
6.17
MAS GENERAL REQUIREMENTS ................................................................................................... 239
6.17.1
MAS REGULATORY AND LEGISLATIVE COMPLIANCE ............................................................... 239
6.17.1.1 MAS Local, State, and Federal Regulatory Compliance ........................................................... 239
6.17.1.2 MAS Legislative Compliance ....................................................................................................... 240
6.17.1.3 MAS Hardware Engineering Documentation ............................................................................. 240
6.17.2
MAS SOFTWARE LICENSING .......................................................................................................... 241
6.17.3
MAS DOCUMENTATION REQUIREMENTS ..................................................................................... 241
6.17.3.1 MAS Documentation ..................................................................................................................... 241
SECTION 6 - Page xvi
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.17.3.2 Types of Pre-Installation Documentation for MAS .................................................................... 242
6.17.3.3 MAS As-Built Documentation Requirements ............................................................................. 242
6.17.3.4 MAS Documentation Availability ................................................................................................. 243
6.17.3.5 State Property................................................................................................................................ 243
6.17.4
MAS ACCURATE TIME AND DATE.................................................................................................. 244
6.17.4.1 Daylight Saving Time .................................................................................................................... 244
6.17.5
MAS LOCATION CATEGORIES ....................................................................................................... 244
6.17.6
DESIGNING AND ENGINEERING THE MAS AT CDCR FACILITIES ............................................. 245
6.17.7
MAS CABLE AND WIRING ............................................................................................................... 245
6.17.7.1 Connecting MAS Equipment ........................................................................................................ 245
6.17.7.2 MAS Industry Standards .............................................................................................................. 246
6.17.8
MAS POWER REQUIREMENTS ....................................................................................................... 246
6.17.8.1 MAS Conditioning Equipment ..................................................................................................... 247
6.17.9
MAS SYSTEM ARCHITECTURE ....................................................................................................... 247
6.17.9.1 MAS Service Ubiquity ................................................................................................................... 247
6.17.9.2 MAS Service Scalability................................................................................................................ 248
6.18
MAS FUNCTIONAL REQUIREMENTS.............................................................................................. 248
6.18.1
MAS FUNCTIONALITY ...................................................................................................................... 248
6.18.1.1 MAS Facility Coverage ................................................................................................................. 249
6.18.2
MAS PLACEMENT AND INSTALLATION ........................................................................................ 249
6.18.3
MAS COVERAGE OF DEVICES AND RADIO FREQUENCY BANDS ............................................ 250
6.18.4
MAS AFFECTS ON CURRENT RADIO SYSTEM ............................................................................. 250
6.18.4.1 Radio Frequency Interference ..................................................................................................... 250
6.18.4.2 Degradation of Fixed Radio Receivers ....................................................................................... 250
6.18.4.3 Degradation to Subscriber Units ................................................................................................. 251
6.18.5
HOSTED WEB-BASED MAS APPLICATION ................................................................................... 251
6.18.5.1 System Use Notification/Log-In Screen for MAS ....................................................................... 252
6.18.5.2 MAS Log-Out Screen .................................................................................................................... 252
6.18.5.3 MAS Concurrent Session Control ............................................................................................... 253
SECTION 6 - Page xvii
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.18.5.4 MAS Application Session Expiration .......................................................................................... 253
6.18.6
MAS CELLULAR WIRELESS COMMUNICATION PROCESSING .................................................. 253
6.18.6.1 MAS Processing of 9-1-1 ETS Calls ............................................................................................ 253
6.18.6.2 MAS Real-Time Monitoring of Blocked Cellular Wireless Communications .......................... 254
6.18.6.3 MAS Blocked Call Message ......................................................................................................... 254
6.18.6.4 Text and Email Notification for MAS ........................................................................................... 255
6.18.6.5 MAS Blocked Communication Database .................................................................................... 255
6.18.7
ROLE-BASED MAS USER PROFILES ............................................................................................. 256
6.19
MAS SECURITY ................................................................................................................................. 257
6.19.1
MAS SECURITY ................................................................................................................................. 257
6.19.2
MAS USER LOG-ON NAME .............................................................................................................. 257
6.19.3
MAS PASSWORDS............................................................................................................................ 258
6.19.3.1 MAS Password Requirements ..................................................................................................... 258
6.19.3.2 MAS User Authentication Log ..................................................................................................... 259
6.19.4
MAS DATA TRANSMISSION ENCRYPTION .................................................................................... 259
6.19.5
MAS ANTI-VIRUS AND VIRUS PROTECTION ................................................................................. 259
6.19.5.1 MAS Anti-Virus and Virus Protection Software ......................................................................... 259
6.19.6
REPORT OF MAS BREACH OR COMPROMISE ............................................................................. 260
6.20
MAS DATA MANAGEMENT .............................................................................................................. 260
6.20.1
MAS DATA OWNERSHIP .................................................................................................................. 260
6.20.2
MAS DATA RETENTION ................................................................................................................... 261
6.20.3
MAS DATA ARCHIVING .................................................................................................................... 261
6.20.3.1 MAS Archived Data Content ........................................................................................................ 262
6.20.4
MAS DISASTER PLANNING, BACKUP, AND RECOVERY ............................................................ 262
6.20.4.1 MAS Data Backup and Recovery Requirements ....................................................................... 262
6.20.4.2 MAS Service Failures.................................................................................................................... 263
6.20.4.3 MAS Full Recovery........................................................................................................................ 263
6.20.4.3.1
MAS Data Backup Requirements ........................................................................................ 263
6.20.4.4 MAS Data Backup and Disaster Recovery Plan ......................................................................... 264
SECTION 6 - Page xviii
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.20.5
MAS DATA SECURITY POLICIES AND PROCEDURES................................................................. 265
6.20.6
MAS DATA STORAGE PHYSICAL LOCATION ............................................................................... 265
6.20.7
MAS DATABASE ............................................................................................................................... 266
6.20.7.1 MAS Access by Authorized Staff ................................................................................................ 266
6.20.7.2 MAS Database Search Capability ................................................................................................ 266
6.20.7.3 MAS Export Data Format .............................................................................................................. 267
6.21
MAS SERVICE, SUPPORT, AND MAINTENANCE .......................................................................... 267
6.21.1
MAS SERVICE, SUPPORT, AND MAINTENANCE RESPONSIBILITIES........................................ 268
6.21.1.1 MAS Responsibilities of the Prime Contractor .......................................................................... 268
6.21.2
MAS SERVICE AND SUPPORT REQUIREMENTS .......................................................................... 270
6.21.2.1 System and Carrier Signal Verification ....................................................................................... 270
6.21.2.2 Prime Contractor’s MAS Help Desk for CDCR ........................................................................... 270
6.21.2.3 MAS Help Desk Access ................................................................................................................ 271
6.21.2.4 MAS Help Desk Hours of Operation ............................................................................................ 271
6.21.2.5 MAS Help Desk Procedures Manual ........................................................................................... 272
6.21.2.6 MAS Trouble Ticket Reporting and Tracking System ............................................................... 272
6.21.2.7 MAS Trouble Ticket Content ........................................................................................................ 273
6.21.3
MAS TROUBLE TICKET PRIORITY TABLE .................................................................................... 275
6.21.4
MAS MAINTENANCE REQUIREMENTS .......................................................................................... 276
6.21.4.1 Scheduling Remote and Routine Maintenance for MAS ........................................................... 276
6.21.4.2 Routine and Preventative Maintenance Requirements and Hardware Refresh for MAS ...... 276
6.21.4.3 System and Carrier Signal Verification ....................................................................................... 277
6.21.4.4 MAS Database Update Functionality .......................................................................................... 278
6.21.4.5 MAS Remedial Maintenance Requirements ............................................................................... 278
6.21.4.6 MAS Maintenance Procedures and Scheduling Plans .............................................................. 278
6.21.4.6.1
6.21.5
MAS Remedial Maintenance Response Times .................................................................. 279
MAS TRAINING REQUIREMENTS.................................................................................................... 279
6.21.5.1 MAS General Training Requirements ......................................................................................... 279
6.21.5.1.1
Trainer Certification by CDCR ............................................................................................. 279
SECTION 6 - Page xix
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.21.5.1.2
MAS Administration Training .............................................................................................. 280
6.21.5.1.3
MAS Training Plan ................................................................................................................ 280
6.21.6
MAS USER MANUALS FOR CDCR AUTHORIZED STAFF............................................................. 281
6.22
CDCR MAS ADMINISTRATIVE CONTROL ...................................................................................... 282
6.22.1
CDCR MAS ADMINISTRATIVE CONTROL SYSTEM ...................................................................... 282
6.22.2
SITE VISITS TO PRIME CONTRACTOR’S FACILITIES .................................................................. 282
6.22.3
CDCR APPROVAL OF MAS MODIFICATIONS ................................................................................ 283
6.22.4
MAS TOOLS, REPORTS, AND ALERTS .......................................................................................... 283
6.22.4.1 MAS Tools ...................................................................................................................................... 284
6.22.4.1.1
Prime Contractor Personnel MAS User Profiles ................................................................ 284
6.22.4.1.2
CDCR MAS User Profiles...................................................................................................... 284
6.22.4.1.3
CDCR MAS User Administration ......................................................................................... 285
6.22.4.1.4
MAS Authorized Cellular Device Access Administration ................................................. 285
6.22.5
MAS ENTERPRISE HEALTH VERIFICATION .................................................................................. 285
6.22.5.1 MAS Report Format ...................................................................................................................... 286
6.22.5.1.1
MAS Blocked Call Detail Record (BCDR) ........................................................................... 286
6.22.5.1.2
MAS Blocked Call Detail Record (BCDR) Content ............................................................. 287
6.22.5.2 CDCR MAS Administrative Reports and Alerts ......................................................................... 287
6.22.5.2.1
MAS User ID Report .............................................................................................................. 287
6.22.5.2.2
MAS User ID Alert ................................................................................................................. 288
6.22.5.2.3
MAS Audit Log Report .......................................................................................................... 288
6.22.5.2.4
MAS Authorized Number Alert ............................................................................................ 288
6.22.5.2.5
MAS Authorized Number Report ......................................................................................... 289
6.22.5.2.6
MAS Authorized Number Expiration Alert .......................................................................... 289
6.22.5.2.7
MAS Authorized Number Expiration Report ...................................................................... 290
6.22.5.3 MAS Service, Support, and Maintenance Reports .................................................................... 290
6.22.5.3.1
MAS Data Backup Validation Report .................................................................................. 291
6.22.5.3.2
MAS Trouble Ticket Report .................................................................................................. 291
6.22.5.3.3
MAS Current Inventory Report (Monthly) ........................................................................... 292
SECTION 6 - Page xx
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.22.5.3.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
MAS Ad Hoc Reports ............................................................................................................ 293
6.23
MAS SERVICE LEVEL AGREEMENTS ............................................................................................ 294
6.23.1
MAS SLA GENERAL REQUIREMENTS ........................................................................................... 294
6.23.2
MAS RIGHTS AND REMEDIES ......................................................................................................... 295
6.23.3
MAS TROUBLE TICKET STOP CLOCK CONDITIONS ................................................................... 296
6.23.4
MAS TECHNICAL SERVICE LEVEL AGREEMENTS ...................................................................... 298
6.23.5
MAS ADMINISTRATIVE SERVICE LEVEL AGREEMENTS ............................................................ 303
6.23.6
MAS SERVICE LEVEL AGREEMENT REPORTS ............................................................................ 305
6.23.6.1 Monthly MAS Trouble Ticket Report ........................................................................................... 305
6.23.6.2 MAS Critical Radio Frequency Service Issue SLA Report ........................................................ 306
6.23.6.3 Monthly MAS SLA Summary Report ........................................................................................... 307
6.23.6.4 MAS Executive Service Summary Report .................................................................................. 307
6.23.6.5 Annual MAS SLA Trouble Ticket Summary Report ................................................................... 308
6.23.6.6 Annual MAS SLA Trouble Ticket Summary by CDCR Facility Report ..................................... 308
6.24
MAS BUSINESS PLAN REQUIREMENTS ........................................................................................ 309
6.24.1
PRIME CONTRACTOR MAS BUSINESS PLAN ............................................................................... 309
6.24.1.1 MAS Staffing and Resource Requirements ................................................................................ 309
6.24.1.2 MAS Staffing and Resource Background Check Requirement ................................................ 310
6.24.1.3 MAS General Business Process Requirements ........................................................................ 311
6.24.2
MAS PROJECT MANAGEMENT PLAN ............................................................................................ 311
6.24.2.1 Project Management Methodology ............................................................................................. 312
6.24.2.2 MAS Project Schedule .................................................................................................................. 312
6.24.2.3 Site Specific Information Requests for MAS .............................................................................. 313
6.24.2.4 Project Manager Certification for MAS ....................................................................................... 313
6.24.2.5 MAS Project Teams....................................................................................................................... 313
6.24.3
MAS ESCALATION PLAN ................................................................................................................. 314
6.24.4
MAS CHANGE MANAGEMENT PLAN ............................................................................................. 314
6.24.5
MAS CONFIGURATION MANAGEMENT PLAN .............................................................................. 316
6.24.6
MAS SECURITY MANAGEMENT PLAN ........................................................................................... 316
SECTION 6 - Page xxi
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.24.7
MAS SERVICE, SUPPORT, AND MAINTENANCE PLAN ............................................................... 317
6.24.8
MAS IMPLEMENTATION PLAN ........................................................................................................ 317
6.24.8.1 CDCR Impact ................................................................................................................................. 317
6.24.8.2 MAS Implementation Planning and Scheduling ........................................................................ 318
6.24.8.3 Transfer of MAS Equipment Ownership ..................................................................................... 318
6.24.9
MAS TRANSITION-OUT PLAN ......................................................................................................... 319
6.24.10
MAS STRATEGIC AND OPERATIONAL PLANNING ...................................................................... 320
6.24.11
MAS ACCEPTANCE TEST PLAN ..................................................................................................... 320
6.24.11.1
MAS Acceptance Testing ......................................................................................................... 321
6.24.11.2
MAS Acceptance Testing Evaluation ...................................................................................... 321
6.24.12
MAS ACCEPTANCE TESTING DELIVERABLES ............................................................................ 321
6.25
EXHIBITS ............................................................................................................................................ 323
EXHIBIT 6-A SPECIAL CORRECTIONAL ENVIRONMENT ........................................................................ 323
EXHIBIT 6-B IWTS CUSTOMER REFERENCE FORM ................................................................................ 329
EXHIBIT 6-C1 ADULT INSTITUTION IWTS LOCATIONS ............................................................................ 331
EXHIBIT 6-C2 ADULT INSTITUTIONS’ IWTS ANTICIPATED EQUIPMENT ............................................... 333
EXHIBIT 6-D1 CDF/CDCR ADULT CAMP IWTS LOCATIONS .................................................................... 335
EXHIBIT 6-D2 CDF/CDCR ADULT CAMPS’ IWTS ANTICIPATED EQUIPMENT ....................................... 338
EXHIBIT 6-E1 ADDITIONAL ADULT FACILITY IWTS LOCATIONS ........................................................... 341
EXHIBIT 6-E2 ADDITIONAL ADULT FACILITIES’ IWTS ANTICIPATED EQUIPMENT ............................. 342
EXHIBIT 6-F1 NEW ADULT FACILITY IWTS LOCATIONS ANTICIPATED ................................................ 343
EXHIBIT 6-F2 NEW ADULT FACILITIES’ IWTS ANTICIPATED EQUIPMENT ........................................... 344
EXHIBIT 6-G1 YOUTH FACILITY IWTS LOCATIONS .................................................................................. 345
EXHIBIT 6-G2 YOUTH FACILITIES’ IWTS ANTICIPATED EQUIPMENT.................................................... 346
EXHIBIT 6-H CDCR FIELD OFFICE IWTS LOCATIONS AND ANTICIPATED EQUIPMENT (DELETED) 347
EXHIBIT 6-I NEW CDCR FIELD OFFICE IWTS LOCATIONS AND ANTICIPATED EQUIPMENT
(DELETED) ..................................................................................................................................................... 348
EXHIBIT 6-J IWTS CALL CONTROL SYSTEM CATEGORIES ................................................................... 349
EXHIBIT 6-K1 CDCR 2008 IWTS CALL VOLUME BY CALL TYPE ............................................................ 351
SECTION 6 - Page xxii
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-K2 CDCR 2009 IWTS CALL VOLUME BY CALL TYPE ............................................................ 353
EXHIBIT 6-K3 CDCR 2010 IWTS CALL VOLUME BY CALL TYPE ............................................................ 355
EXHIBIT 6-L1 CDCR 2009 IWTS CALL VOLUME BY FACILITY ................................................................ 358
EXHIBIT 6-L2 CDCR 2010 IWTS CALL VOLUME BY FACILITY ................................................................ 364
EXHIBIT 6-M1 CDCR 2009 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH ........... 369
EXHIBIT 6-M2 CDCR 2010 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH ........... 375
EXHIBIT 6-N IWTS TRANSITION FACILITIES ............................................................................................. 381
EXHIBIT 6-O ADULT INSTITUTION MAS LOCATIONS............................................................................... 383
EXHIBIT 6-P FUTURE ADULT FACILITY MAS LOCATIONS ANTICIPATED ............................................ 385
EXHIBIT 6-Q YOUTH FACILITY MAS LOCATIONS ..................................................................................... 387
EXHIBIT 6-R CDCR FACILITY TOPOGRAPHY............................................................................................ 388
EXHIBIT 6-S MANAGED ACCESS SYSTEM IMPLEMENTATION OF FACILITIES ................................... 391
EXHIBIT 6-T MAS COVERAGE BY FACILITY ............................................................................................. 395
SECTION 6 - Page xxiii
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
INTENTIONALLY BLANK
SECTION 6 - Page xxiv
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
SECTION 6
TECHNICAL REQUIREMENTS
Section 6, Technical Requirements, describes the specific requirements of the Inmate/Ward
Telephone System (IWTS) and Managed Access System (MAS) services. The Prime
Contractor must provide complete and working IWTS/MAS services, including all hardware,
software, administration, service, support, and maintenance at no cost to the State. The items
detailed in Section 6, Technical Requirements, describe the MINIMUM requirements that the
Prime Contractor must provide. Bidders are admonished to carefully read the entire Invitation
for Bid (IFB). Section 6, Technical Requirements, will be incorporated into the Contract.
The IWTS and MAS service requirements differ and therefore will be referred to separately
throughout the IFB Sections and Exhibits. Not all CDCR facilities will use the MAS services.
Section 6, Technical Requirements, is arranged into sections that describe the specific
requirements associated with the IWTS services and MAS services to be provided by the Prime
Contractor.
Section 6.1, Introduction for Inmate/Ward Telephone System Services
Provides an overview of the IWTS services technical and operational requirements.
Section 6.2,IWTS General System Requirements
Describes the requirements that apply to all aspects of the IWTS services.
Section 6.3,IWTSServices’ Telephone System
Details the requirements of the IWTS services’ telephone system configuration, operation,
installation, capacities and facilities.
Section 6.4,IWTS Live Monitoring Terminals
Describes the IWTS physical and functional requirements that are to be provided to the CDCR
staff for monitoring IWTS inmate/ward calls.
Section 6.5,CDCR IWTS Investigative System
Describes the IWTS physical and functional requirements that are to be provided to the CDCR
staff for monitoring and investigating IWTS inmate/ward calls.
Section 6.6,CDCR IWTS Administrative Control
Describes the requirements associated with provisioning the tools and functionality necessary
for CDCR staff to properly monitor inmate/ward calls, investigate the use of the system, and
manage the IWTS services from an administrative perspective.
Section 6.7,IWTS Data Management
Describes the requirements for IWTS database management and control.
Section 6.8,IWTS Service, Support, and Maintenance
Describes the requirements associated with training, documentation, preventive maintenance,
and ongoing maintenance for all IWTS software and hardware provided by the Prime
Contractor.
SECTION 6 - Page 1
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Section 6.9,IWTS Tools and Reports
Describes the various types of IWTS tools and reporting requirements including program
management reports, call detail reports, summary reports, service reports, and others.
Section 6.10,IWTS Financial Reports
Describes the specific reports that the Prime Contractor shall provide the State regarding billing
and revenue during the Contract term.
Section 6.11,IWTS Web Site Portals
Describes the requirements associated with the public and private web portals to be provided by
the Prime Contractor.
Section 6.12,IWTS Service Level Agreements
Identifies and explains the required Service Level Agreements (SLAs) for the business and
systems requirements.
Section 6.13,IWTS Business Plan Requirements
Describes the IWTS services’ administration process billing requirements, Business Plan
elements, and Project Management commitments.
Section 6.14,IWTS Billing Requirements
Describes the IWTS billing options and processes to be provided by the Prime Contractor for
the IWTS services.
Section 6.15,IWTS Transition Requirements
Describes transition plans including the IWTS Transition-In, Transition-Out, and termination of
the Contract.
Section 6.16,Introduction for Managed Access System Services
Provides an overview of the MAS services technical and operational requirements.
Section 6.17,MAS General Requirements
Describes the requirements that apply to the general aspects of the Managed Access System.
Section 6.18,MAS Functional Requirements
Describes the requirements associated with provisioning the tools and functionality necessary
for CDCR staff to properly monitor and manage the MAS from an administrative perspective.
Section 6.19,MAS Security
Describes requirements for the continuous security of the MAS services, including all data, and
provide data security procedures.
Section 6.20,MAS Data Management
Describes requirements for database management and control.
Section 6.21,MAS Service, Support and Maintenance
Describes requirements for service, support, and maintenance of the MAS services.
SECTION 6 - Page 2
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Section 6.22,CDCR MAS Administrative Control
Describes the requirements associated with training, documentation, preventive maintenance,
and ongoing maintenance for all software and hardware provided by the Prime Contractor.
Section 6.23,MAS Service Level Agreements
Details the Service Level Agreements (SLAs) that the Prime Contractor will need to maintain
while the Contract is in effect.
Section 6.24,MAS Business Plan Requirements
Describes the MAS services’ Administration Process, Business Plan Elements, Project
Management Commitments, and Acceptance Testing Plan.
Section 6.25, EXHIBITS
Contains all Section 6 Exhibits.
6.1
INTRODUCTION FOR INMATE/WARD TELEPHONE SYSTEM SERVICES
The California Department of Corrections and Rehabilitation (CDCR) is the primary user of the
IWTS/MAS Contract and has various types of correctional facilities and field offices located
throughout the State of California. Exhibit 6-C1, Adult Institution IWTS Locations through
Exhibit 6-I, New CDCR Field Office IWTS Locations and Anticipated Equipment, includes the
current and anticipated CDCR locations, addresses, and telephone numbers in addition to the
quantities of IWTS equipment that are anticipated to be deployed at each facility.
IWTS call volumes by call types are included in Exhibit 6-K1, CDCR 2008 IWTS Call Volume by
Call Type, Exhibit 6-K2, CDCR 2009 IWTS Call Volume by Call Type and Exhibit 6-K3, CDCR
2010 IWTS Call Volume by Call Type. Additionally, Exhibit 6-L1, CDCR 2009 IWTS Call
Volume by Facility and Exhibit 6-L2 CDCR 2010 IWTS Call Volume by Facility provide a
historical view, by CDCR facility, of the number of calls and billable minutes during calendar
years 2009 and 2010. IWTS international call volume by country are included in Exhibit 6-M1,
CDCR 2009 IWTS International Call Volume by Country by Month, and Exhibit 6-M2, CDCR
2010, IWTS International Call Volume by Country by Month. The Prime Contractor will accept
full risk with respect to State required deployment requirements and billable call volumes.
The State seeks a Prime Contractor maintained telephone calling system. This system will allow
for multiple calling options, multiple payment options, and associated investigative, live
monitoring and control systems. The Prime Contractor’s installation of fully functioning IWTS
services shall be completed no more than 12 months following Contract award. The IWTS
services shall minimize the demands of State personnel through innovative use of technology
and streamlined processes. The responsibilities of the State are outlined in Attachment 1,
Statement of Work (SOW). The responsibilities of the Prime Contractor are described in Section
6.8.1.1, Responsibilities of the Prime Contractor for IWTS.
The Prime Contractor shall engineer, furnish, install, test, and maintain all equipment, software,
and cabling to interconnect devices required for the proper functionality of the IWTS. The Prime
Contractor shall transfer ownership of all telephones, enclosures, associated cabling, and cut-off
switches to the State at the end of the Contract under terms and conditions of Section 6.13.9.2,
IWTS Transition-Out Plan.
SECTION 6 - Page 3
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The Prime Contractor shall plan and implement a phased integration of the new IWTS without
impacting the normal daily operation of the existing IWTS. The CDCR Operations Manager and
the Prime Contractor will work together before finalizing installation and transition schedules.
The Prime Contractor shall be responsible for all costs associated with implementation of the
IWTS services, including Transition-In costs associated with the new installation or conversion
of telephone instruments, associated equipment and/or software, and telephone enclosures.
The IWTS services will be deployed in institutions within a custodial environment; therefore
certain security requirements are enforced. Site access and rules associated with working in a
custodial environment are described in Exhibit 6-A, Special Correctional Environment.
The current IWTS services will remain operational until transition and acceptance of the IWTS
services at each CDCR facility. The Prime Contractor will make every effort to ensure a
smooth, safe, and timely transition.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.1.1
IWTS REQUIREMENTS OVERVIEW
6.1.1.1
IWTS Designation of Requirements Overview
All requirements in this Section 6 are Mandatory and are pass/fail. A “Fail”
will result in a Final Bid being deemed nonresponsive and, therefore, will be
disqualified. Answering “No” to any of the Mandatory requirements will result
in a Final Bid being deemed nonresponsive and, therefore, will be
disqualified.
The Prime Contractor shall provide all Mandatory requirements at no cost to
the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 4
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.1.1.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Bidder’s Documentation Requirements
Bidder’s response to specific IFB requirements shall include drawings, plans
and diagrams where required that further describe the details of their
response for each technical requirement in Section 6, Technical
Requirements.
“Yes” responses to technical requirements shall be specifically described
within the “Description” portion of the response. Additional information may
be provided in accordance with the bid format described in Exhibit 8-B,
Technical Response Format Requirement. Manufacturer’s literature is only
acceptable when it is specific to the Bidder’s response.
Requirements that state the “Bidder shall provide” mean that the Bidder must
fulfill the specific requirements and submit with the response. Requirements
that state the “Prime Contractor shall provide” mean that the responsibility to
fulfill the requirements are the responsibility of the Prime Contractor after
Contract award.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.1.1.3
Pacific Time
Requirements to time shall be displayed in Pacific Time (PT).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 5
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.1.1.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Special Correctional Environment
By their nature, correctional facilities require a high level of security 24-hours
a day, seven (7) days a week. Because of this need to maintain security, all
potential Bidders must be aware of the regulations regarding access to install
or maintain equipment at the institutions. The rules and procedures
associated with access and performance in this special environment are
provided in Exhibit 6-A, Special Correctional Environment. Access and
project schedules are subject to change without notice that may be a result of
lockdowns or other access limitations at one (1) or more correctional facilities.
The Prime Contractor will be responsible for implementing services that will
operate in the existing environment. The CDCR provides no guarantee that
the current institutional environments will remain the same.
The CDCR reserves the right to do other work on or near the transition or
installation of the IWTS services.
The Prime Contractor and any
Subcontractor(s) shall cooperate with other contractors and suppliers. The
Prime Contractor shall schedule, conduct, adjust, correct, and coordinate
work so as to facilitate work by others and prevent delays.
The State or public agency shall be responsible for the remediation of any
asbestos and/or lead-based paint that may be discovered. If the Prime
Contractor or any Subcontractors find any presence of asbestos and/or lead
paint, they are to notify the CDCR Operations Manager immediately.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2
IWTS GENERAL SYSTEM REQUIREMENTS
These requirements apply to support and functionality of the IWTS services.
6.2.1
CONTRACT ADMINISTRATION FEE
After completion of the Transition-In phase and for the remaining term of the Contract, an
annual Contract Administration Fee of $800,000 will be payable by the Prime Contractor, in
monthly increments of $66,666.66 due on the last day of each month in arrears via wire
transfer to cover the State contract management responsibilities and services. The State
will provide the Prime Contractor the name and account information for the purpose of
receiving these funds.
Payments that are late by more than 30 calendar days without prior approval by the State
representative will be subject to a financial penalty of one and one-half percent (1.5%) per
SECTION 6 - Page 6
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
month of the administration fee payment balance due. Successive late payments or late
submission of reports will be subject to service level agreement remedies as described in
Section 6.12.4, IWTS Administrative Service Level Agreements.
During transition periods (in and out) of the Contract, a pro-rated portion of the $800,000
Contract Administrative Fee will be assessed on a per-site basis. A pro-rated amount of the
Contract Administration Fee will be applied to each site to determine the site’s portion of the
annual fee. The pro-rated Contract Administration Fee will be calculated from the site total
conversation minutes as a percentage of the total contract conversation minutes from the
State fiscal year baseline 2010, as identified in Exhibit 6-L2, CDCR 2010 IWTS Call Volume
by Facility. The Contract Administration Fee will be due within 30 calendar days of written
acceptance, by the CDCR Operations Manager, after successful cutover of the site. This
pro-rated Contract Administration Fee will be paid monthly, in arrears, until all CDCR IWTS
facilities are successfully cutover.
The following example, including Table SOW-1 Contract Administration Fee Calculation –
Site specific Pro-rated Fee, reflects the calculation of the Contract Administration Fee during
transition phases.
Table SOW-1 Contract Administration Fee Calculation – Site specific Pro-rated Fee
$800,000
5,276,444
99,666,347
Total Contract Administration Fee
2010 IWTS Call Volume Location Annual Total Minutes
Example: Avenal State Prison (ASP)
2010 IWTS Statewide Annual Total Minutes
5.2941%
$42,352.80
$3,529.40
Site Percentage (for Avenal of 2010 Statewide Annual Total Minutes)
Site Annual Fee Portion (of Annual $800,000 Administrative Fee for ASP)
Site Monthly Fee Portion (for ASP)
Acronym
TCAF
LATM
SATM
SP
SAFP
SMFP
1) Divide the 2010 IWTS Call Volume Location Annual Total Minutes (LATM) for
ASP by the 2010 IWTS Statewide Annual Total Minutes (SATM), to determine
the ASP Site Percentage (SP).
LATM divided by SATM = SP
2) Multiply the $800,000 Total Contract Administration Fee (TCAF) by the SP to
determine the Site’s Annual Fee Portion (SAFP) of the Contract Administration
Fee.
TCAF x SP = SAFP
3) Divide the SAFP by 12 to determine the Site’s Monthly Portion (SMFP) of the
Contract Administration Fee.
SAFP divided by 12 = SMFP
SECTION 6 - Page 7
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.2
IWTS CUSTOMER REFERENCES
The Bidder shall provide five (5)IWTS Customer References from paying IWTS
customers external to the Bidder’s organization that have received services similar to
the requirements of this IFB for 12 consecutive months within the last three (3) years.
At least two (2) of the customer references must be from federal or state department of
corrections’ facilities. “Similar services” for the purposes of customer references for
this solicitation means that the services provided to a site must have included at least
40 inmate/ward telephones. Each Bidder’s reference must complete Exhibit 6-B,
IWTS Customer Reference Form, return to the State as indicated and include a
contact name, phone number, and e-mail address.
The purpose of the Customer References is to provide the State with the ability to
verify claims made in the response by the Bidder, and to ensure that the Bidder has a
proven track record of providing the desired services in a satisfactory manner.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.3
IWTS REGULATORY AND LEGISLATIVE COMPLIANCE
The IWTS services shall comply with all regulatory requirements imposed by local,
state, and federal regulatory agencies and any legislative requirements imposed
throughout the term of this Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 8
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.2.3.1
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Local, State, and Federal Regulatory Compliance
The Prime Contractor shall comply with all regulatory requirements imposed
by local, state, and federal regulatory agencies for all systems and services
provided throughout the term of this Contract. The Prime Contractor shall
work with the State to implement any changes within six (6) months of the
regulation effective date at no cost to the State and no increase in rates to the
called parties.
The Prime Contractor shall make all system modifications necessary to allow
inmates/wards to place telephone calls as industry dialing requirements
change.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.3.2
IWTS Legislative Compliance
The Prime Contractor shall comply with all legislative requirements imposed
by the State for all systems and services provided throughout the term of this
Contract. The Prime Contractor shall work with the State to implement any
changes within six (6) months of the legislation’s effective date.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.4
IWTS HARDWARE ENGINEERING DOCUMENTATION
The Prime Contractor shall provide engineering specifications for all major hardware
components used to meet the requirements of this Contract. These engineering
specifications shall provide an explanation of each component's capability to
adequately perform the IWTS requirements. Any future changes to the hardware or a
component's configuration shall be documented and provided to the State for approval
prior to implementation.
SECTION 6 - Page 9
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.4.1
IWTS HARDWARE ENGINEERING DOCUMENTATION
If the Bidders or Prime Contractor require additional site specific information,
the Bidder shall submit a written request to the procurement official using
Exhibit 1-H, Request for Information. The Prime Contractor shall submit a
written request to the CDCR Operations Manager using SOW Exhibit G,
Request for Information. The State will evaluate the request to ensure there
is no risk to security before releasing the information.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.5
IWTS IN-USE REQUIREMENTS
All IWTS components shall meet the State’s IWTS In-Use Requirements, as described
in this section, by the Final Bid due date as stated in Section 1.6, Key Action Dates.
6.2.5.1
IWTS Hardware
All IWTS hardware components installed by the Prime Contractor must have
been installed, in productive use, and in a substantially similar proposed
configuration by a paying customer external to the Prime Contractor’s
organization, for a minimum of six (6) months prior to the Final Bid due date.
Additionally, all hardware proposed after Contract award shall meet the same
In-Use Requirements.
All IWTS proposed hardware must be new and the latest model in current
production and meet customer functional requirements. Used, shopworn,
refurbished, demonstrator, prototype or discontinued models are not
acceptable for installation.
SECTION 6 - Page 10
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.5.2
IWTS Software
IWTS software proposed by the Bidder must have been installed and in
productive use, in substantially the proposed configuration and size by a
customer external to the Bidder’s organization, for a minimum of six (6)
months prior to the Final Bid due date. Additionally, all software proposed
by the Prime Contractor after Contract award shall meet the same In-Use
Requirements.
The only exception to this requirement is report software, which may require
development for the express purpose of providing reports specific to this
Contract. However, report software similar to that required shall be
evaluated using the six (6) month In-Use Requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.5.2.1
IWTS Software Licenses
The Prime Contractor shall possess and document all software
licenses necessary to legally operate the IWTS.
The Prime
Contractor shall own and maintain all software for the term of the
Contract.
SECTION 6 - Page 11
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.6
IWTS DOCUMENTATION REQUIREMENTS
6.2.6.1
IWTS Documentation
The Prime Contractor shall provide hard and soft copies of all documentation.
All written documentation shall be provided in Microsoft Office Word 2003 or
newer and Adobe Acrobat 7.0 Professional or newer. Electronic drawings
shall be provided in Adobe Acrobat (.pdf) format or AutoCAD Reader 2010
version 18 release 24 or newer as specified by the CDCR Operations
Manager. The Prime Contractor shall validate with the CDCR Operations
Manager prior to the delivery as to the acceptable software versions.
The Prime Contractor shall ensure all documentation is indexed, searchable,
and available on the hosted web-based application.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.6.2
IWTS Types of Pre-Installation Documentation
Unless otherwise stated, the following drawings and/or diagrams shall be
delivered to the CDCR at least 30 calendar days prior to installation at each
CDCR facility.
SECTION 6 - Page 12
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The Prime Contractor shall provide hard and electronic copies of the
drawings to include one (1) half size, one (1) full size, and/or diagrams to the
CDCR Operations Manager prior to the beginning of work at each installation
site. These drawings and/or diagrams shall be subject to approval by the
CDCR prior to the commencement of work. Such approval does not relieve
the Prime Contractor from the responsibility of meeting all requirements of the
Contract. All drawings and/or diagrams that contain special symbols either of
a product or technically specific nature shall contain legends denoting the
meaning of the symbols.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.6.3
IWTS As-Built Documentation Requirements
In instances where the actual installation deviates from the model system
drawings and diagrams, the Prime Contractor shall notify the CDCR
Operations Manager of the deviation and provide drawings and diagrams
appropriate to the installation (as-builts), one (1) full size, one (1) half size,
and one (1) electronic.
The delivered drawings and diagrams must reflect all changes made during
the installation. The Prime Contractor shall identify the changes by “clouding”
the original design to show both the original design and the alterations made.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.6.4
IWTS Documentation Availability
The Prime Contractor shall develop and maintain current hardcopy and
secure web-based documentation of each manual necessary for the IWTS
and make the documentation available to CDCR Operations Manager upon
request. The Prime Contractor shall explicitly define how the IWTS webbased documentation functionality will be delivered.
SECTION 6 - Page 13
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.6.5
Quantity of Documentation
Unless otherwise specified, three (3) copies of all written documentation shall
be provided to the CDCR Operations Manager.
Three (3) copies of electronic drawings shall be in AutoCAD Reader 2010
Version 18 release 24 or newer (.dwg), and Adobe Acrobat (.pdf) will be
delivered on CDs to the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.6.6
State Property
Upon delivery, all documentation shall become the property of the State. The
Prime Contractor must include a copyright release specifically allowing
authorized State staff assigned to the IWTS to reproduce copyrighted
documentation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 14
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.2.7
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS ACCURATE TIME AND DATE
The IWTS service shall maintain accurate Pacific Time (PT) and date stamping in a
consistent manner for all CDCR IWTS sites. The accurate PT and date shall be
distributed to all IWTS network nodes using or displaying the date and time of day.
The system shall use a single standardized time source such as the Official U.S. time
and update to that source at least once per day as well as upon power up conditions.
All date and time elements in all reports, records, and data components generated by
the IWTS shall reference PT. Date and time elements shall not vary more than one (1)
second from any one (1) source to any other source across any local or wide area
network component.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.8
IWTS DAYLIGHT SAVING TIME
Software shall automatically adjust for California daylight saving time changes that
occur twice a year. These changes shall be accomplished without causing interruption
to IWTS service operations and shall be done automatically at the exact time of
change.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9
IWTS CABLE AND WIRING
All CDCR institutions have a minimum of Category 3 (CAT3) cabling for the IWTS. All
cabling is buried, located in institutional walls, or mounted 20 feet above ground in
hardened walled conduit. For security reasons, the State retains sole responsibility for
performing any changes to installed physical plant infrastructure components such as
wiring and conduits as described herein. The Prime Contractor shall be allowed the
use of existing cabling at IWTS facilities where available throughout the term of the
Contract. The Prime Contractor will coordinate with the outgoing IWTS contractor for
reuse of existing horizontal or distribution cabling to meet transition requirements.
SECTION 6 - Page 15
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9.1
IWTS CAT3 Horizontal Wiring Compatibility Requirement
The CDCR provided wiring will be rated at a minimum CAT3. The Bidder’s
proposed IWTS service shall be capable of providing all data and voice
services over the existing State provided CAT3 wiring.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9.2
IWTS Signal Amplification Requirements
The Prime Contractor shall provide all signal amplification equipment
necessary to send and receive signals across IWTS facilities provided wiring.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9.3
IWTS Special Cabling Requirements
The Prime Contractor shall furnish and install any additional cabling that
requires a rating higher than that provided by the existing cabling. This shall
include any distribution, riser or station cabling.
SECTION 6 - Page 16
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9.4
Connecting Equipment for IWTS
The Prime Contractor shall provide all wiring and cabling necessary to
interconnect the equipment to the jacks, distribution blocks, and Minimum
Point of Entry (MPOE) in the designated telecommunications rooms and
designated termination points. All other distribution and campus wiring will be
provided by CDCR.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.9.5
IWTS Industry Standards
All Prime Contractor installed wiring and cabling infrastructures for the IWTS
shall meet current Building Industry Consulting Services, International (BICSI
International Cabling Standard) best practices. All IWTS wiring and cabling
shall be concealed, to the extent possible, from plain view. All cables, wires
and equipment shall be firmly held in place. Fastenings and supports shall
be adequate to support the loads with ample safety factors based upon such
factors as seismic zone. For specialized installation areas where security is a
consideration, the Prime Contractor shall meet CDCR’s cabling requirements
(located in Bidder’s Library) to ensure a secure installation.
SECTION 6 - Page 17
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.10 IWTS POWER REQUIREMENTS
The IWTS shall be capable of recovering from a power outage automatically or
remotely once power is restored.
The Prime Contractor is advised that the CDCR facilities perform tests of the backup
generators at least once per month. During this testing the power will be temporarily
disabled throughout the correctional facility, including the telecommunications room.
The Prime Contractor shall provide all equipment necessary to maintain 100%
functionality for the IWTS for a minimum of 30 minutes. Outages resulting from
backup generator testing will not be considered a stop clock condition in calculating
Service Level Agreements (SLAs).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.10.1
IWTS Conditioning Equipment
The Prime Contractor shall provide electrical conditioning and protection,
such as Uninterruptable Power Source (UPS) and surge protection strips to
protect all IWTS equipment against electrical surges, reduced voltages,
and/or poor electrical qualities provided from the correctional facility. Any
changes to the physical structure of a correctional facility, required for the
installation of conditioning and protection devices, must first be approved by
and coordinated with the CDCR Operations Manager. The Prime Contractor
shall submit SOW, Exhibit F, IWTS/MAS Contract Change Request.
SECTION 6 - Page 18
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.11 IWTS COMMUNICATION LINKS TO PUBLIC NETWORKS
Communication links that utilize public networks, if any, shall be protected. All
necessary security functions shall be enabled to protect sensitive information while
being processed or transferred.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.12 IWTS CALLING CARDS AND DEBIT CALLING
The Bidder shall provide an IWTS service that does not require the use of calling cards
or debit accounts for inmates/wards to place outgoing calls on the IWTS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.2.13 IWTS CALL CONTROL SYSTEM CATEGORIES
The IWTS service shall provide five (5) categories for Call Control. A description of
each category is provided in Exhibit 6-J, IWTS Call Control System Categories. The
IWTS Call Control System Categories are defined by their functionality, related
equipment and storage of recordings for the adult and youth facilities. The five (5) Call
Control system categories include:
SECTION 6 - Page 19
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1) Adult Institutions
This IWTS service for Adult Institutions also includes the CDF/DCR Fire
Camps that are located on institution grounds (i.e., Cuesta Camp at the
California Men’s Colony, and Antelope Camp at the California Correctional
Center).
a) The Call Control equipment, Call Detail Records (CDR), and inmate call
recordings shall be stored off-site at the Prime Contractor’s Primary
Database Storage Facility.
b) The archived CDR and inmate call recordings shall be stored at the Prime
Contractor’s California Database Storage Facility for the Contract term.
c) The IWTS Investigative System Functionality and IWTS Tools and
Reports will be performed by using a State computer to access the Prime
Contractor hosted web-based IWTS application.
d) The Live Monitoring Terminals and IWTS Live Monitoring Terminal
Network will be provided by the Prime Contractor.
e) Cut-off switches shall be installed at Adult Institutions.
2) Adult and Youth Camps
a) This IWTS service for Adult and Youth Camps shall have the Call Control
equipment, CDRs, and inmate/ward call recordings stored off-site at the
Prime Contractor’s Primary Database Storage Facility.
b) A copy of the current CDR and inmate/ward call recordings shall be
stored on-site for 60 calendar days.
c) The archived CDR and inmate/ward call recordings shall be stored at the
Prime Contractor’s California Database Storage Facility for the Contract
term.
d) The Adult and Youth Camps will use an IWTS Investigative Workstation
provided by the Prime Contractor to perform the IWTS Investigative
Functionality and IWTS Tools and Reports.
e) Cut-off switches shall be installed at Adult and Youth Camps.
3) Community Correctional Facilities (CCF) and Female Offender Program (FOP)
a) The archived CDR and inmate call recordings shall be stored at the Prime
Contractor’s California Database Storage Facility for the Contract term.
b) The IWTS service for Community Correctional Facility (CCF) and Female
Offender Program (FOP) Locations shall have the Call Control
equipment, CDRs, and inmate call recordings stored off-site at the Prime
Contractor’s Primary Database Storage Facility.
SECTION 6 - Page 20
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
c) The CDCR staff will perform the IWTS Investigative System Functionality
and IWTS Tools and Reports by using a State computer to access the
Prime Contractor hosted web-based IWTS application.
d) The CCF and FOP Contracted staff will use an IWTS Investigative
Workstation provided by the Prime Contractor to perform the Investigative
Functionality.
e) Cut-off switches shall be installed at CCF and FOP locations.
4) Youth Facilities
a) This IWTS service for Youth Facilities shall have the Call Control
equipment, CDRs, and ward call recordings stored off-site at the Prime
Contractor’s Primary Database Storage Facility.
b) The archived CDR and ward call recordings shall be stored at the Prime
Contractor’s California Database Storage facility for the Contract term.
c) The CDCR staff will perform the IWTS Investigative System Functionality
and IWTS Tools and Reports by using a State computer to access the
Prime Contractor hosted web-based IWTS application.
d) Cut-off switches shall be installed at Youth Facilities.
5) Field Offices
a) The IWTS service for Field Offices will not require on-site equipment.
b) The CDCR Authorized staff will perform the IWTS Investigative
Workstation Functionality and IWTS Tools and Reports by using a State
computer to access the Prime Contractor hosted web-based IWTS
application.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 21
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.2.14 IWTS NON-CONFIDENTIAL CALLS
All calls made from the IWTS telephones shall be recorded and monitored by default.
This applies to calls made to attorneys, public defenders and similar type offices. The
CDCR Operations Manager reserves the right to allow non-recorded calls from IWTS
handsets to specific phone numbers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3
IWTS SERVICES’ TELEPHONE SYSTEM
“End-User” refers to the inmate, ward, family or friends who make or receive calls and includes
both the calling and called party.
The Prime Contractor shall provide an IWTS services’ telephone system by which
inmates/wards may place calls to Intrastate (Local, InterLATA, IntraLATA), Interstate and
International locations. The IWTS Telephone System shall include a standard dialing method
and pattern at all correctional facilities throughout the state and not allow calls to 800, 976,
special service numbers or any other numbers defined by CDCR Operations Manager.
Inmates/Wards shall not have the ability to use calling cards to place calls on the IWTS.
The Prime Contractor will comply with all CDCR policies and regulations that can be found in
the CDCR Department Operations Manual and California Code of Regulations, Title 15 at
http://www.cdcr.ca.gov/Regulations/Adult_Operations/index.html. These policies include rules
specific to the use of telephones by inmates.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1
IWTS TELEPHONE SYSTEM NETWORK REQUIREMENTS
If additional detailed site specific information is required for engineering the IWTS
Telephone System Network, the Prime Contractor shall submit a written request to the
CDCR Operations Manager using SOW, Exhibit G, Request for Information. The
SECTION 6 - Page 22
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
CDCR Operations Manager will then evaluate the request to ensure that there is no
risk to security before releasing the information.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.1
IWTS Voice Network Design Requirements
The Prime Contractor shall design and install a network that provides
connectivity to all correctional facilities and supports the capability for
statewide CDCR IWTS management and control functions.
The Prime Contractor shall install and test all IWTS local and network
equipment, circuits, hardware, security, software and any other components
required for a fully operational system.
Bidders shall provide a description of all network components that support the
IWTS requirements that include:
1) Telephony system;
2) Recording storage system (local and remote);
3) Administrative data storage and associated transport (local and
remote);
4) Active monitoring system, if applicable; and,
5) Remote access system.
Bidders shall provide one (1) master and seven (7) hard, and three (3) soft
copies of the drawings with the Bid response. Electronic drawings shall be in
AutoCAD Reader 2010 version 18 release 24 or newer (.dwg) and Adobe
Acrobat 7.0 Professional, or newer. Hard copy drawings shall be provided in
Standard E-size.
Drawings shall include both topology (including redundancy) and logical
representations of all critical elements to include the following:
1)
Premise equipment type and installation requirements (physical);
2)
Type and capacity of equipment at each off-site location including
any backup systems;
3)
Circuit size/ bandwidth;
4)
Circuit type;
SECTION 6 - Page 23
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
5)
Time Division Multiplexing (TDM) call processing components if
applicable;
6)
Internet Protocol (IP) call processing components if applicable; and,
7)
Each Call Control system category as described in Section 6.2.13,
IWTS Call Control System Categories, and Exhibit 6-J, IWTS Call
Control System Categories.
Bidders shall provide a written description of the various forms of protocols
used by the system such as T1/E1, IP, Ethernet and Asynchronous Transfer
Mode (ATM) and any applicable Quality of Service (QoS).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.2
IWTS Voice Network Performance Requirements
The IWTS voice network shall provide audio quality that meets or exceeds
the
International
Telecommunication
Union,
Telecommunication
Standardization Sector (ITU-T) or Telcordia industry standards enacted by
appropriate standards organizations for transmitted and received levels,
noise, crosstalk and frequency range.
The voice network shall meet the performance requirements listed below:
1)
Dial Tone – Activation not to exceed two (2) seconds for any call;
2)
Echo Cancellation - Embedded echo cancellation to published ITU-T
recommendations; and,
3)
Grade of Service - P.01.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 24
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.1.3
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Voice Network Congestion Control Methodology
Bidders shall provide a description of the methodology to address
congestion.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.4
IWTS Voice Network Latency Control Methodology
Bidders shall provide a description of the methodology to address network
latency.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.5
IWTS Voice Network Operations Center
Primary monitoring status and control for the IWTS voice network and all
sites shall be at the Prime Contractor's Network Operations Center (NOC).
The NOC shall provide the following network management functions:
1)
Monitor the status and performance of the network and all network
nodes and circuits;
2)
View equipment alarms and software errors;
3)
Monitor the performance of the Live Monitoring Terminals, IWTS
Investigative Workstations and servers if applicable; and,
4)
Troubleshoot the network, Live Monitoring Terminals, IWTS
Investigative Workstations, and servers.
SECTION 6 - Page 25
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.6
IWTS Voice Network Ubiquity
The IWTS voice network shall have the ability to provide functionality
throughout the state. Bidders shall accurately describe the processes,
network design and equipment necessary to fulfill this requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.7
IWTS Voice Network Scalability
The IWTS voice network shall have the ability to increase delivery of services
in number and/or size. Bidders shall accurately describe the processes,
network design and equipment necessary to fulfill this requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.8
IWTS Voice Network Survivability
The IWTS voice network shall not have a single point of failure which could
adversely affect the entire network. Bidders shall accurately describe the
voice network design and equipment necessary to fulfill this requirement
identifying all redundancy and diversity.
SECTION 6 - Page 26
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.9
IWTS Voice Network Security
The Prime Contractor shall provide security and intrusion protection for the
IWTS and components connected to the public switched telephone network.
Describe in detail the security measures and standards that apply to the
Bidder’s system that demonstrates the full extent of voice network security
the Bidder is committing to provide.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.10
IWTS Fraud Protection
Due to the confidential and sensitive nature of the data to be transmitted, the
Prime Contractor’s system will include stringent security standards that will
protect against fraud or disruption of services if either the physical network or
transmitted data are compromised.
Bidders shall describe in detail how they will protect against unauthorized and
fraudulent use of the State’s systems and networks.
Bidders shall describe the strategy, including methodologies, network
management, and maintenance applications and tools that will be
implemented for fraud protection.
SECTION 6 - Page 27
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.11
IWTS Fraud Detection
The IWTS shall provide features and reports, which allow the CDCR
authorized users to maximize their efforts to detect and prevent fraudulent,
illicit, or unauthorized activity attempted by inmate/wards. The Prime
Contractor may propose reports and features in addition to those required,
which will contribute to identifying fraudulent, illicit, or unauthorized activity.
The IWTS shall provide sufficient security safeguards to preclude fraudulent
use of the system. Such safeguards shall include measures to prevent
incoming calls, as well as the detection and rejection of outgoing calls to
unauthorized numbers, attempts to initiate Three-Way Calling, Call
Forwarding, and/or calls to blocked numbers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.11.1
IWTS Fraud Detection Features
Each detection feature shall allow the CDCR Authorized Users the
option of:
1) Enabling or disabling the feature;
2) Reporting or not reporting detected activity;
3) Enabling or disabling real-time notification of detected activity; or,
4) Terminating or not terminating ongoing telephone calls.
SECTION 6 - Page 28
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.11.2
IWTS Technical Approach
As part of the technical approach of the Bid response, Bidders shall
list and fully describe all the detection and prevention capabilities
related to fraudulent, illicit, or unauthorized activity, on the proposed
system.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.12
IWTS State Requested Fraud Detection Capabilities
Bidders shall identify the specific fraudulent activities the system’s capable of
detecting and/or preventing. Bidders shall also identify possible methods
inmates/wards may use to circumvent these capabilities.
The Bidders shall provide the following capabilities within the IWTS to detect
fraudulent or illicit activity.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 29
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.1.12.1
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Extra Dialed Digits
The IWTS shall detect extra dialed digits from either the called party or
the inmate/ward telephone.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.12.2
IWTS Reports of Detected Attempts
The IWTS shall provide a report of all calls, which the IWTS detected
with extra dialed digits. This report will provide the State with
information needed to locate the detected attempt on a recording.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.12.3
IWTS Detection of Unusual or Suspicious Dialing
The IWTS shall detect unusual or suspicious number sequences
dialed or dialing patterns which the system identifies as possible
attempts to commit fraud. Bidders shall provide the State with a list of
the types of activities detected and how this information will be
reported.
SECTION 6 - Page 30
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.1.13
IWTS Disaster Recovery Plans
The Prime Contractor shall comply with the Telecommunications Service
Priority (TSP) Program, a Federal Communications Commission (FCC)
mandate for prioritizing service requests by identifying those services critical
to National Security and Emergency Preparedness (NS/EP) and be in
compliance with all California Public Utilities Commission (CPUC) and FCC
Requirements.
Bidders shall provide contingency and disaster recovery plans to restore
system operations in case of a disaster at the Prime Contractor provided
Operations Facilities and for each installed State location. These plans shall
include a description of how the Prime Contractor will restore system
operations in case of a disaster at the Prime Contractor’s NOC and at each
installed IWTS location. The plans shall address all events of total or partial
cessation of operations and shall include procedures for both automated and
manual recovery of system functionality.
The Prime Contractor shall be required to adhere to these plans in case of a
system disaster. These plans shall be updated by the Prime Contractor and
provided to the CDCR Operations Manager annually on the Contract
anniversary date. These plans will be reviewed for adequacy and approval by
CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 31
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS TELEPHONE HARDWARE AND ENCLOSURE REQUIREMENTS
The Prime Contractor shall provide and install all the inmate/ward telephone
equipment at each correctional facility and location covered by this Contract at no cost
to the State. Telephone sets will be used by inmates and wards to place calls via the
IWTS. Exhibit 6-C1, Adult Institution IWTS Locations, through Exhibit 6-G1, Youth
Facility IWTS Locations, provides statistics regarding the current and anticipated
number of inmate/ward telephones, telecommunications devices for the deaf
(TDD/TTY) and enclosures at each correctional facility. The Prime Contractor shall be
responsible for all modifications to existing enclosures necessary to mount the
proposed telephone set. The Prime Contractor shall install additional inmate/ward
telephones and related hardware over the term of the Contract, as required by the
State, at no cost to the State, and no increase to the calling rates.
Bidders shall clearly describe how the system will satisfy the telephone equipment
requirements listed below, including detailed specifications.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1
Inmate/Ward Telephones
The IWTS telephones shall be capable of mounting to concrete walls,
stainless steel shrouded columns, mobile carts, or internal/external
enclosures and constructed as follows:
1)
14-gauge (or heavier) steel case with dimensions that do not
exceed those that allow for proper mounting within a
14” H x 7” W surface area. Exception: outside telephones may
have a larger surface area dimension;
2)
Stainless steel (colored phones are not acceptable);
3)
Heavy chrome metal keypad bezel, buttons, and hook switch
lever;
4)
Security screws having a head design requiring a special tool
of controlled availability for removal (i.e., pinned “Allen” or
“Torx” head socket fasteners);
5)
Bonded handset;
SECTION 6 - Page 32
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6)
Armored cord as described in Section 6.3.2.1.6, Armored
Handset Cord;
7)
Cannot be disassembled and used as weapons; and,
8)
No removable parts, including receiver ear and mouthpieces,
and the window for dialing instructions.
The Bidder shall include the specifications and photo of the telephone. The
State will compare the specifications with the proposed telephone prior to
installation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.1
Non-programmable IWTS Telephones
Inmate/Ward telephones installed at correctional facilities shall not be
programmable. Telephones shall not be capable of being used to
program any feature of the IWTS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.2
Surface Mounting
Where applicable, the inmate/ward telephones must be surfacemounted with no access to the back of the telephone.
SECTION 6 - Page 33
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.3
Telephone Identifiers (Telephone ID)
All telephones shall use unique identifiers, provided by the CDCR
Operations Manager, that will be referenced in all database files.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.4
Volume and Noise Control
All of the inmate/ward telephones shall be equipped with volume
controls which allow inmate/wards to amplify the called party's voice.
Inmate/Ward telephones shall reduce background noise through the
use of confidencers or directional microphones in the handset.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.5
No Coin Slots/Card Slots
The inmate/ward telephones shall be manufactured without any
coin/card slots. The covering of existing coin slots is not in compliance
with this requirement. The inmate/ward telephones shall not use
physical items such as smart cards or magnetic swipe cards.
SECTION 6 - Page 34
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.6
Armored Handset Cord
The armored handset cords for the inmate/ward telephone handsets
shall be equipped with a steel lanyard securely fastened into the
handset and not terminated at the entrance to the handset. The
armored handset cords shall be designed to withstand 1,000 pounds
of pull strength. The length of the cord may vary from 12 to 36 inches.
The CDCR Operations Manager shall determine the cord length
design based on conditions at each site.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.1.7
Mobile Carts
Inmate telephones are installed on mobile carts at selected CDCR
facilities. The Prime Contractor shall mount the inmate telephone to
the face of the mobile cart. The mobile carts are the property of
CDCR. CDCR shall provide the telephone cable and marine plug.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 35
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.2.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Outdoor Telephones
The Prime Contractor shall provide "all-weather" telephones to be used as
required by the State. This applies to all outside inmate/ward telephones
required throughout the State. The inmate/ward telephones must be weather
and spray resistant (Bellcore TR-TSY-000456, NEMA 3R, or similar) as they
may be exposed to extreme weather conditions. These telephones shall
meet the requirements stated in Section 6.3.2.1, Inmate/Ward Telephones,
but will be used outdoors.
Bidders shall include detailed drawings and clearly describe how the outdoor
telephones will meet this requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.3
IWTS Telecommunications Devices for the Deaf/Teletypewriter Telephones
(TDD/TTY)
The IWTS vendor will provide all portable TDD/TTY telephones. The
anticipated TDD/TTY quantities are included in Exhibit 6-C1, Adult Institution
IWTS Locations, through Exhibit 6-G1, Youth Facility IWTS Locations. The
quantities vary by facility and may increase or decrease based upon changes
to facility inmate/ward population and operations. The TDD/TTY telephones
shall be portable and have the following features:
1) Acoustic coupler accepts both circular and square telephone
handsets;
2) Turbo Code and Auto ID;
3) Tone or pulse dial;
4) Direct connect (with two (2) jacks) to standard analog telephone
line;
5) Sticky key feature (for single-handed typing); and,
6) Built-in, 24-character printer.
SECTION 6 - Page 36
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The Bidder shall include the specifications and photo of the portable
TDD/TTY telephone. The State will compare the IFB specifications with the
Bidder’s proposed portable TDD/TTY telephone to ensure requirements are
met.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.4
IWTS Telephone Enclosures that Include Booths, Wall and/or Pedestals
Telephone enclosures shall be constructed in such a fashion that the
enclosure parts may not be removed or have space where contraband could
be stored. Security fasteners will be used to secure the enclosure to the wall
and/or floor. The use of plastic, Plexiglas or similar material is prohibited.
The State will provide the concrete pads for all IWTS telephone booths and
pedestals.
The existing telephone enclosures that include all booths, wall, and
pedestals, will become property of CDCR upon the expiration of the current
IWTS contract. The Prime Contractor will be responsible for providing all
additional or replacement telephone enclosures (booths, wall and/or
pedestals), as requested by the State.
Bidders shall clearly describe how they will meet the enclosure requirements
listed below, including detailed drawings and photos of each type.
SECTION 6 - Page 37
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.4.1
Telephone Enclosure with Optional Pedestal Design
The Prime Contractor shall provide telephone enclosures for
inmate/ward telephones installed inside or outside; mounted on a wall,
or have the option to be attached to a pedestal. The telephone
enclosures shall provide privacy for the inmate/ward, but allow the
inmate/ward to be visually accessible by CDCR staff. Prior to
installation, CDCR will inspect all enclosures, shelves, pedestals, and
other mounting apparatus to ensure requirements are met. The
telephone enclosure design shall be constructed as follows:
1)
Dimensions include: 29.5” H x 14.5” W x 9.75” D, with an
allowable variance of ten percent (10%) plus or minus;
2)
Rugged steady beaded welded aluminum construction that
is weather-resistant;
3)
Powder coated finish that is stainless steel;
4)
Shall not have removable parts, glass, sharp edges, or
Plexiglas or similar material;
5)
Pedestals, when required, shall be bolted to the ground;
and,
6)
Tamper proof fasteners shall be corrosion-resistant,
hardened, high-strength, plated or stainless steel metal
fasteners of size and type best suited for intended
application, having head design requiring special tool of
controlled availability for removal. Authorized removable
fasteners include: McGard “Intimidator” fasteners including
screws, bolts, and nuts; and pinned “Allen” or “Torx” head
socket fasteners.
Spanner Head Screws or one-way
removable screws are not permitted.
Bidders shall provide documentation that describes the physical
characteristics of the telephone enclosures with the optional pedestal,
including hardware specifications and pictures.
SECTION 6 - Page 38
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.4.2
Telephone Booth Enclosure Design
The Prime Contractor shall provide telephone booth enclosures for
inmate/ward telephones installed inside or outside. The inmate/ward
telephone booth shall not have any holes or cracks in which
contraband can be hidden. The telephone booth dimensions are
provided as general guidelines and do not negate Section 6.3.2.4.5,
Americans with Disabilities Act (ADA) Requirements. The telephone
booth enclosure design shall be constructed as follows:
1)
Approximate dimensions include: 85” H x 40” W x 36 “D with
no variance greater than 15%;
2)
14-gauge steel;
3)
Security screws having a head design requiring a special
tool of controlled availability for removal (i.e., pinned “Allen”
or “Torx” head socket fasteners);
4)
Tempered glass panels without wire in the glass; and,
5)
No removable parts.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.4.3
Booth Enclosure Door Option
In most locations, the Prime Contractor shall provide booth enclosures
without doors. In limited locations, the Prime Contractor shall provide
a standard bi-fold door without locking mechanism in each enclosure.
The door shall be constructed in such a fashion that it is vandal
resistant and have no removable parts.
SECTION 6 - Page 39
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.4.4
Telephone Enclosure Finish
Telephone enclosures shall be non-rusting and non-reflecting, with
matte finish.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.2.4.5
Americans with Disabilities Act (ADA) Requirements
Enclosures shall meet all ADA requirements and ADA Accessibility
Guidelines (ADAAG) as appropriate for new construction or alteration.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3
IWTS TELEPHONE SYSTEM FUNCTIONALITY
A call detail record data string shall be generated for all calls which include incomplete
and completed calls.
SECTION 6 - Page 40
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.1
Domestic Calls from an Inmate/Ward Telephone
Domestic calls made on the IWTS will allow the called party the option to
receive collect or prepaid calls. All collect and prepaid calls shall require tendigit dialing and human operators may not be used in placing the calls. IWTS
dialing for prepaid calls shall not differ from collect calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.2
International Calls from an Inmate/Ward Telephone
International calls made on the IWTS will be prepaid by the called party (no
collect International Calls). Human operators may not be used in placing
International Calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.3
IWTS Call Processing Information
All call processing and call rating information shall be captured, stored and
kept current by the Prime Contractor. Call rating information includes,
Local, InterLATA, IntraLATA, Interstate, International country codes, and
any other information necessary to accurately process and rate calls.
SECTION 6 - Page 41
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.4
IWTS Voice Prompts
The IWTS shall be capable of accepting dual-tone multi-frequency (DTMF)
keypad input as a means of input for answering all system provided questions
or prompts from the inmate/ward and called party.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.5
IWTS Voice Responses
The IWTS shall provide sufficient voice storage and response capability to
support the voice message and inmate/ward interaction requirements
pertaining to all calling services, and as described in Section 6.3.3.12, IWTS
Call Control Features. Under no circumstances shall an inmate/ward or the
called party experience a delay in placing an IWTS call due to insufficient
voice messaging and response resources.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 42
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.6
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Inmate/Ward Outbound Call System Process
6.3.3.6.1
Call Flow Charts
The Bidder shall provide flow chart(s) of the call flow process from the
point of the inmate/ward going off-hook through all possibilities of call
completion. A separate flow chart shall be provided for all Interactive
Voice Response (IVR) menu selections and for each IVR application
(e.g., inmate/ward call processing, Customer Service). Flow chart(s)
shall be maintained current throughout the term of the Contract and
provided to the CDCR Operations Manager for approval prior to any
changes.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.2
Call Validation
All calls shall be validated against all databases (IWTS, Prime
Contractor, Local Exchange Carrier (LEC), wireless and any other
applicable database) on a real time basis to restrict access to blocked
numbers, payphones, pagers or other devices.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.3
Call Denial and Identification
The IWTS shall provide select call completion denial information and
playback to the inmate/ward. When a call cannot be completed, the
system shall play one of the following announcements to the
inmate/ward explaining why the call could not be completed in these
circumstances:
1)
Line is out of service;
SECTION 6 - Page 43
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
2)
Line is busy;
3)
No answer;
4)
Number is blocked (includes blockage by LEC, called party,
CDCR facility or other reason for being blocked);
5)
Dialed number is not a valid number; or,
6)
Prepaid account does not have sufficient funds for a three
(3) minute call.
Bidders shall describe how the system will detect and announce the
conditions above and share any other announcement options the
system generates for a non-completed call. The system shall allow
for modification of any announcement as determined by the CDCR
Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.4
Designated CDCR Hot Lines – Calls Recorded
The IWTS shall allow inmates/wards to dial a fictitious site-specific
ten-digit telephone number that emulates standard dialing options and
connects calls to a designated CDCR hot line at the respective CDCR
facility. These site specific calls will not have to be processed over
the Prime Contractor’s network, therefore these calls will not be
charged. These calls will be processed and stored on the IWTS
where the investigative user can retrieve the call.
The hot line calls shall be recorded, and Call Detail Records (CDR)
data strings shall be generated. The duration of the designated hot
line calls may be set between five (5) minutes and 15 minutes. The
hot line calls shall not be monitored by any means including Live
Monitoring Terminals, Hardwired Monitoring, and Investigative
Workstations. The CDCR Operations Manager will determine the final
configuration for these hot lines.
Select authorized CDCR Investigative staff for the respective site shall
have access to the designated hot line’s recorded calls as configured
through their user profile to allow the respective Investigative staff to
play back calls and copy recorded calls.
Bidders shall describe how they will satisfy these requirements.
SECTION 6 - Page 44
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.5
Designated CDCR Hot Lines – Calls Not Recorded
The IWTS shall allow inmates/wards to dial a specific ten-digit
telephone number that emulates standard dialing options and
connects calls to a designated CDCR hot line that may be at a CDCR
facility or a CDCR regional field office. If the designated hot line calls
have to be processed over the Prime Contractor’s network, then the
calls will be charged the applicable IWTS rate. If the hot line calls do
not have to be processed over the Prime Contractor’s network, then
the calls will not be charged. These calls will be processed and stored
on the IWTS where the investigative user can retrieve the call.
The hot line calls shall not be recorded, but CDR data strings shall be
generated. The duration of the designated hot line calls may be set
between five (5) minutes and 15 minutes. The hot line calls shall not
be monitored by any means including Live Monitoring Terminals,
Hardwired Monitoring, and Investigative Workstations. The CDCR
Operations Manager will determine the final configuration for these
hot lines.
Bidders shall describe how they will satisfy these requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 45
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.6.6
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Calls to Other State Agencies’ Hot Lines
The IWTS shall allow inmates/wards to dial a specific ten-digit
telephone number and connects calls to other State agencies’ hot
lines. The CDCR Operations Manager will determine how these calls
will be configured (i.e., recorded, live monitored, duration of call, and
other settings). These calls will be charged to the respective State
agency. The CDCR Operations Manager will determine the final
configuration for these hot lines. Bidders shall describe how they will
satisfy these requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.7
Call Control Feature Parameter Verification
The IWTS shall verify that the destination number can be processed
based upon Section 6.3.3.12, IWTS Call Control Features, that have
been set for the IWTS telephone set and the CDCR facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.6.8
Outbound Call Process for Domestic Calls
The IWTS shall be configured such that an inmate/ward will be led
through a series of commands to initiate a call.
1)
The inmate/ward lifts receiver and within two (2) seconds
they will hear a voice prompt “press one (1) for English or
Marque dos para Espanol” (press two (2) for Spanish) “to
continue the call initiation process.”
SECTION 6 - Page 46
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
2)
If one (1) is pressed, the prompts and the scripting
throughout the duration of the call are in English. If two (2)
is pressed, the prompts and scripting throughout the
duration of the call are in Spanish.
3)
The inmate/ward will be instructed (in English or Spanish, as
they have chosen) to enter the area code and seven (7)-digit
telephone number of the party they wish to contact.
4)
Once the telephone number has been entered, the
telephone keypad will be disabled for the remainder of the
call. The CDCR Operations Manager may elect to allow
extra digits dialed as stated in Section 6.3.3.12.4, IWTS
Extra Dialed Digits Prevention.
5)
After the inmate/ward has entered the ten-digit telephone
number to call, the IWTS will validate the number before
processing the call.
6)
If the called number passes the validation process, then the
call process will continue.
7)
If the called number is valid and identified as an Alert
Number as described in Section 6.5.4.20, IWTS Alert
Number Notification, the IWTS will process the call
according to instructions in Section 6.5.4.19, IWTS Facility
Phone List, which may require the IWTS to notify the
appropriate CDCR Authorized Staff.
8)
The inmate/ward will be prompted to state their name for
playback with the call setup branding message as described
in Section 6.3.3.8.1, Call Setup Branding. The inmate/ward
will be required to state their name before call processing
will proceed. If nothing is spoken, the prompt will repeat
three (3) times. If after three (3) prompts nothing is stated,
then the call will be terminated.
9)
After the inmate/ward has stated their name, they will hear
nothing more until the call is connected to the called party.
Bidder shall describe how outbound domestic calls will be processed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 47
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.6.9
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Outbound Call Process for International Calls
The IWTS shall be configured such that an inmate/ward will be led
through a series of commands to initiate a call:
1)
The inmate/ward lifts receiver and within two (2) seconds
they will hear a voice prompt “press one (1) for English or
Marque dos para Espanol” (press two (2) for Spanish) “to
continue the call initiation process.”
2)
If one (1) is pressed, the prompts and scripting throughout
the duration of the call are in English. If two (2) is pressed,
the prompts and scripting throughout the duration of the call
are in Spanish.
3)
The inmate/ward will be instructed (in English or Spanish as
they have chosen) to enter the international telephone
number.
4)
The IWTS will be configured to allow for the input of enough
digits to accommodate 01 + Country Code + City Code+
Telephone Number.
5)
Once the telephone number has been entered, the
telephone keypad will be disabled for the remainder of the
call. The CDCR Operations Manager may elect to allow
extra digits dialed as stated in Section 6.3.3.12.4, IWTS
Extra Dialed Digits Prevention.
6)
After the inmate/ward has entered the international number
to call, the IWTS will validate the number before processing
the call.
7)
If the called number passes the validation process, then the
call process will continue.
8)
If the called number is valid and identified as described in
Section 6.5.4.20, IWTS Alert Number Notification, the IWTS
will process the call according to instructions in Section
6.5.4.19, IWTS Facility Phone List, which may require the
IWTS to notify the appropriate CDCR Authorized Staff.
9)
The inmate/ward will be prompted to state their name for
play back as described in Section 6.3.3.8.1, Call Setup
Branding. The inmate/ward will be required to state their
name before call processing will proceed. If nothing is
spoken the prompt will repeat three (3) times, if after three
(3) prompts nothing is stated, then the call will be
terminated.
10) After the inmate/ward has stated their name, they will hear
nothing more until the call is connected to the called party.
Bidder shall describe how outbound international calls will be
processed.
SECTION 6 - Page 48
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.7
Accepting and Receiving IWTS Calls
6.3.3.7.1
Accepting Calls from Inmates or Wards
The branding message for all calls described in Section 6.3.3.8.1, Call
Setup Branding, shall require the called party to accept a call by
inputting a single digit on the keypad. Call acceptance shall be by a
keypad input.
The Bidder shall identify the single digit that will be used to meet this
requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.7.2
IWTS Rating by Call Type Option
The called party will be given the option to request the rate for all
domestic calls (Local, IntraLATA, InterLATA and Interstate) by
inputting any single digit on the keypad.
The Bidder shall identify the single digit that will be used to meet this
requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 49
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.7.3
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Call Blocking by Called Party
The IWTS shall provide Call Blocking. The branding message shall
provide the option for the called party to block a call by inputting any
single digit on the keypad. When the digit is pressed, the called party
will hear a recording that provides the Prime Contractor’s Customer
Service contact telephone number or gives the called party the option
to be directly connected to the Prime Contractor’s Customer Service
Representative. The called party will have the option to block calls
from specific CDCR facilities or from all CDCR facilities.
The Bidder shall identify the single digit that will be used to meet this
requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.7.4
Receiving a Prepaid Call from an Inmate/Ward
The IWTS shall have the ability to allow called parties to accept or
deny prepaid calls from an inmate or ward by inputting any single digit
on the keypad. The branding message shall provide the called party
with an option to establish a prepaid account with the Prime
Contractor, if an account is not already in place. The Bidder shall
identify the digit the called party will press to hear the toll free number
to contact the Prime Contractor’s Customer Service to obtain
information about an existing prepaid call account or receive
information on how to set up a prepaid account.
The Bidder shall identify the single digit that will be used to meet this
requirement and how the system will process prepaid calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 50
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.7.5
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Passive Acceptance
“Passive Acceptance” is identified as the ability to connect IWTS
telephone calls to a destination number without the called party
pressing a keypad number or voice response. Calls to numbers on a
Passive Acceptance list shall be assumed to be accepted if the called
party does not disconnect from the call within three (3) seconds. The
acceptance time shall be adjustable by the CDCR Operations
Manager between one (1) and nine (9) seconds. A unique branding
message may be provided for calls to a Passive Acceptance number.
The verbiage for the Passive Acceptance message will be provided to
the Prime Contractor by the CDCR Operations Manager prior to the
first IWTS site implementation.
The IWTS shall include the ability for CDCR Operations Manager and
authorized staff to assign passive acceptance to specified telephone
numbers. Not all users will be able to set passive acceptance. In
addition, the CDCR Operations Manager will have the ability to
determine whether or not to play a Branding message or bypass the
Branding message for specific telephone numbers. The Prime
Contractor’s staff shall not set passive acceptance. The user identifier
of the authorized staff that sets or modifies the passive acceptance
shall be stored and available for a custom report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.8
IWTS Recorded Messages Played to Called Party
The IWTS shall play recorded messages after the called party answers the
telephone, randomly throughout the telephone call, and before the call is
terminated. The messages will be played to the called party in English or
Spanish which will be based upon the language chosen by the inmate or
ward when they began their call. The system shall be capable of controlling
the volume of the messages to allow the recorded messages to be audible
but not intrusive. These messages may be different for adult and youth
facilities. The CDCR Operations Manager with have the authority to turn the
recorded messages on or off and modify the branding message for each
facility, when needed. These actions will be coordinated with the Prime
Contractor.
SECTION 6 - Page 51
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.8.1
Call Setup Branding
Call Setup Branding is defined as the first recorded message played
to the called party when they answer the telephone. The Call Setup
Branding message shall advise the called party that the call is coming
from a California correctional facility that will be site specific and
playback the inmate or ward’s name that was stated in the outbound
call process in Section 6.3.3.6.8, Outbound Call Process for Domestic
Calls.
The message shall play in its entirety unless interrupted by pressing a
State defined keypad number or voice prompt.
The CDCR
Operations Manager shall have the ability to define at what point in
the message and which keypad numbers, or voice prompt, will allow
the call to be processed or connected. The system shall block all
conversation until the Call Setup message has been played and the
called party has accepted the call.
Example of a Call Setup Branding message:
“This is [Prime Contractor’s Name]. This call and your telephone
number will be recorded and monitored. You have a collect call from
<inmate name> or <ward’s name>, an inmate [or ward] at <facility
name>, in <city> in California. To accept, dial or say “five” (5) now.
<PAUSE> To refuse, hang up now or stay on the line for additional
options. [The Setup Branding message shall be played up to this
point before the call can be connected.] To hear the billing rate for
this call, dial or say “nine” (9) now. PAUSE> For customer assistance,
complaints and billing inquiries, hang up and dial [Prime Contractor’s
Customer Service Help Desk Number]. If you wish to block any
future calls of this nature, dial or say “seven”(7) for further information
now. <PAUSE>
If “nine” (9) is pressed, the system shall provide a prompt such as:
“The cost of this call is [xx] cents per minute, including all fees and
surcharges.”
SECTION 6 - Page 52
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The per-minute rates that will be quoted in this message will depend
on the inmate/ward’s status (adult or youth), the type of network
connection necessary for the particular call (Intrastate, Interstate, or
International), and the called party’s account status (prepaid or
collect). Billing rates are detailed in Section 7, Cost.
The IWTS shall announce the per minute rates or if a prepaid call,
after called party selection, account balance of time and/or funds
amount remaining in account to the called party prior to call
acceptance.
If “seven” (7) is pressed, the system shall provide a prompt such as:
“To have your number blocked from receiving calls from California
correctional institutions, dial [Prime Contractor’s Customer Service
Help Desk Number].” Call blocking capability by the called party is
detailed in 6.3.3.7.3, IWTS Call Blocking by Called Party.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.8.2
Overlay Message
Overlay is defined as the message that is played randomly throughout
the call. The IWTS shall provide Overlay messages at periodic
intervals throughout the course of the call. The Overlay messages
shall advise the caller and the called party that the call was originated
by an inmate/ward at a California correctional facility and that the call
is being recorded and monitored. Overlay Branding shall be played in
a manner that allows both parties to continue a conversation.
The IWTS will provide the CDCR Operations Manager with the
capability to set the exact wording for the overlay message and
frequency that overlay messages will be played during each IWTS
telephone call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 53
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.8.3
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Call Termination Message
The IWTS shall provide call termination messages to notify the
inmate/ward and called party the call will end due to the expiration
time or prepaid account balance. Prior to terminating a call, the
inmate/ward and called party shall be informed 60 seconds and 30
seconds prior to the expiration. The IWTS shall provide the CDCR
Operations Manager with the capability of changing the intervals when
the call termination messages shall be played.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.9
Call Detail Records (CDR) for IWTS
The IWTS shall generate Call Detail Records (CDR). All calls shall generate
call records, which shall be accessible and available for reporting, analysis, or
viewing, immediately upon the termination of a call. CDRs will be viewable
by IWTS Authorized Users. Any process requiring a delay in making call
records available (for example, on a daily basis or through a download
process) is unacceptable.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.9.1
IWTS Call Detail Record Content
The following information shall be captured and stored for all calls
attempted:
1)
Correctional facility from which call was placed;
2)
Telephone Location;
3)
Telephone Station Number;
4)
Start date and time;
SECTION 6 - Page 54
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
5)
End date and time;
6)
Call duration;
7)
Call completion status (complete or incomplete call);
8)
Sequential identification number;
9)
Destination Number (dialed digits);
10) Destination Number’s city and state, or city and country for
International Calls;
11) Billing Number Address (address, name and telephone
number – “BNA”);
12) Start Code (Method in which the call was accepted or
denied);
13) Reason for call not completed, if applicable;
14) Type of call (Local, IntraLATA, InterLATA, Interstate,
International);
15) Duration from acceptance to termination (Conversation
Minutes);
16) Alert (whether an alert was issued for the call);
17) Type of alert (e.g., Three-Way Calling, Hot List Number);
18) Filename of recording;
19) End Code (Method of Termination); and,
20) Collect or prepaid call (Method of Payment).
Bidders shall provide a sample of the CDR data string that will be
provided with the IWTS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 55
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.10
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Call Termination
6.3.3.10.1
Software Controlled Manual Termination
The IWTS shall include the ability for authorized CDCR staff to
manually terminate calls for a single or group of inmate/ward
telephone(s) from either IWTS Live Monitoring Terminals, IWTS
Investigative Workstations, and/or from the Prime Contractor hosted
web-based IWTS application.
The IWTS shall provide the CDCR investigative users with the ability
to manually terminate calls with a Soft Switch. IWTS Live Monitoring
Terminals shall be able to terminate:
1)
Individual calls;
2)
All Calls (within Span of Control);
3)
Individual Telephones; and,
4)
All Telephones (within profile Span of Control) by:
a)
Telephone ID;
b)
Bank or group of IWTS telephone sets;
c)
CDCR Facility building/section;
d)
CDCR Facility;
e)
Statewide Adult;
f)
Statewide Youth; and,
g)
Statewide CDCR Facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.10.2
Hardwired Switch Manual Termination
The IWTS shall provide the CDCR Authorized Users with the ability to
manually terminate calls with a physical cut-off switch. There are three
(3) cut-off switch configurations that operate independent from the
IWTS Live Monitoring Terminal Network:
1)
Cut-off switches hard wired to individual IWTS telephones
with one (1) monitoring speaker that has a volume control;
SECTION 6 - Page 56
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
2)
Cut-off switches hard wired to individual IWTS telephones
without a monitoring speaker; and,
3)
Cut-off switches hard wired to individual IWTS telephones at
a location different than the IWTS Live Monitoring Terminal.
Locations are identified in the Exhibit 6-C2, Adult Institutions’ IWTS
Anticipated Equipment, through Exhibit 6-G2, Youth Facilities’ IWTS
Anticipated Equipment.
Authorized staff shall be able to terminate:
1)
Individual Telephones (within Span of Control); and,
2)
All Telephones (within Span of Control).
Bidders shall provide documentation that describes topology and
physical device drawings of the various cut-off switch options they are
proposing and how they will function with the State’s existing cabling.
Bidders shall describe how the IWTS shall provide the required
functionality of the manual termination switches. The description shall
also address how the system will:
1)
Interface with the existing cabling;
2)
Not require electrical AC power; and,
3)
Support distances between the devices and the telephones
up to 1,000 feet.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.11
IWTS Outbound Calling Restrictions
6.3.3.11.1
IWTS Outbound Only Calls
The IWTS shall allow inmates/wards to process only outbound calls.
The Prime Contractor shall configure the IWTS so that in no case shall
inbound calls be processed.
SECTION 6 - Page 57
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.11.2
Secondary Dial Tone
The IWTS shall allow inmates/wards to reach the called party dialed,
and will prohibit the inmate/ward from obtaining a secondary dial tone.
Inmates/wards will not be able to reach an additional party without
hanging up the receiver first, which will prevent Three-Way Calling
and Call Forwarding.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.11.3
Calling Other CDCR Facilities
The IWTS shall prohibit calls to any other California correctional
facility. Bidders shall describe how the IWTS will prohibit outbound
calls from being placed to another CDCR facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 58
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.11.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Maximum Ring Time
The IWTS shall include a maximum ring time for all calls prior to
disconnecting a call. IWTS calls will automatically disconnect once
the maximum ring time is reached. The amount of ring time shall
have a default value of one (1) minute and shall be adjustable by the
CDCR Operations Manager in one (1) second increments.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12
IWTS Call Control Features
The IWTS shall include the Call Control Features described below. Each of
the Call Control Features shall include variable control parameters described
in this section. The IWTS shall provide the CDCR Operations Manager with a
means of setting and changing the parameters for the Call Control Features
through the Administrative Control Interface.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.1
IWTS Calling Schedules
The IWTS shall be capable of being configured to set IWTS Calling
Schedules. These schedules will control when IWTS telephones are
turned on or off during the day within a correctional facility.
Calling schedule variable parameters:
1) Time of day;
2) Day, week or month; or,
3) Correctional facility.
SECTION 6 - Page 59
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.2
IWTS Time Between Completed Calls
The IWTS shall be capable of being configured to control the amount
of time between calls made on the inmate/ward telephone. The State
shall be capable of enabling or disabling this feature. The time
between completed calls limitation shall be set by minutes and shall
range from zero (0) to 99 minutes.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.3
IWTS Call Duration
Call duration is the total amount of minutes an inmate/ward may
converse with the called party on an IWTS call. The State shall be
capable of enabling or disabling this feature. The call duration
limitation shall range from zero (0) to 99 minutes.
Call Duration variable parameters:
1) Zero (0) to 99 minutes per call for a IWTS telephone;
2) Zero (0) to 99 minutes per call for a group of IWTS
telephones; or,
3) Zero (0) to 99 minutes per call for all IWTS telephones at an
entire correctional facility.
SECTION 6 - Page 60
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.4
IWTS Extra Dialed Digits Prevention
The IWTS shall be capable of preventing the processing of additional
digits from an inmate/ward after all call processes have been
completed for an authorized IWTS call. The CDCR Operations
Manager shall be provided the capability to allow extra dialed digits
dialed to access features of the system as a result of system prompts
to the inmate/ward.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.5
IWTS Blocked Calls by CDCR Authorized Staff
The IWTS shall provide the CDCR authorized staff with a method to
block all IWTS calls to a specific telephone number. The IWTS will
include the ability to block specific telephone numbers on a statewide
basis and others on a case-by-case basis. Calls blocked for an
Institution/Facility shall not block calls from other inmates/wards in
another institution wishing to call that same number. Calls blocked
using this method shall be identified separately in all IWTS tables as
blocked by an End-User. Under no circumstances shall the Prime
Contractor alter or interfere with the ability of the called party to
receive other collect calls originating from non-State correctional
facilities. The ability for a CDCR authorized user to block a call shall
be based upon the user’s profile.
Called Party Blocking variable parameters:
1) Block IWTS calls to a specific telephone number from a
correctional facility; or,
2) Statewide.
SECTION 6 - Page 61
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.12.6
Blocking Specific Types of Telephone Numbers by IWTS
The IWTS shall block all calls that include:
1)
Toll free access numbers (e.g., 800, 866, 877);
2)
Special service numbers (e.g., 711, 9-1-1);
3)
Numbers that provide live operator access;
4)
Telephone numbers that incur charges (e.g., 972-, 976-);
and,
5)
Long distance carrier access numbers (e.g., 10333, 10288).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.13
IWTS Detection of Unusual or Suspicious Dialing
The IWTS shall provide a means of detecting unusual or suspicious number
sequences dialed or dialing patterns, which the system identifies as possible
attempts to commit fraud. Bidders shall provide the State with a list of the
types of activities detected and how this information will be reported.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 62
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.14
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Detection of Three-Way Calls
The IWTS shall provide the capability of detecting suspected and confirmed
Three-Way Calls. The system shall be configured to automatically allow,
terminate, and/or report detected Three-Way Calls. The IWTS shall reflect
Three-Way Calls in a different color when suspected or detected. The CDCR
Operations Manager shall have the ability to configure this functionality on a
facility or individual called number basis.
Bidders shall explain in detail the various types of Three-Way Calling the
system is capable of detecting as listed below.
Bidders shall indicate which of the following types of Three-Way Calls the
system is capable of detecting:
1) Calls to telephone numbers, which "hook flash," dial another
number and complete the Three-Way Call; and/or,
2) Conference calls facilitated through customer provided switching
equipment.
Detection of Three-Way Calls shall be capable of being configured by the
State to either automatically terminate suspected calls, report the suspected
calls, or both.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.15
IWTS Detection of Call Forwarding
The IWTS shall provide the capability of detecting suspected and confirmed
Call Forwarding attempts. The system shall be configured to automatically
allow, terminate, and/or report Call Forwarding. The CDCR Operations
Manager shall have the ability to configure this functionality on a facility or
individual called number basis.
The IWTS shall include the capability to terminate, monitor, barge-in or flag, at
the CDCR Operations Manager’s discretion, any detected Call Forwarding.
Bidders shall explain in detail how each type of industry accepted Call
Forwarding will be detected by the system. Bidder shall indicate which of the
following types of Call Forwarding the system is capable of detecting.
SECTION 6 - Page 63
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1) Calls to telephone numbers, which have been automatically
forwarded to another telephone number by the local telephone
company also known as remote Call Forwarding;
2) Calls to telephone numbers, which have been automatically
forwarded by called parties through the use of feature groups
provided by the local telephone company also known as Call
Forwarding; and/or,
3) Calls to "follow me" numbers.
Detection of Call Forwarding shall be capable of being configured by the
State to either automatically terminate suspected calls, report the suspected
calls, or both.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.16
IWTS Third-Party Call Flag, Warn, or Disconnect
The IWTS shall include the capability to terminate, monitor, barge-in and flag,
at the CDCR Operations Manager’s discretion, any detected
Three-Way call.
The IWTS shall include the capability to monitor, flag, warn, barge-in and
terminate, at the CDCR-HQ Administration’s discretion, any Three-Way
Calling detected. The system shall provide the ability to configure and
identify individual called numbers for automatic and manual disconnect or
permissive Three-Way Calling exceptions. Bidders shall provide the State
with a detailed description of how the system provides this capability.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 64
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.3.17
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Additional Detection Capability by IWTS
Bidders shall describe any additional third-party call completion detection
methods provided by the system.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.17.1
Automated System Malfunction Notification
The IWTS shall possess the capability to automatically notify both the
Prime Contractor and selected CDCR Authorized Staff in the event of
an IWTS Live Monitoring Terminal malfunction of the Call Control
system, the recording system, the IWTS Investigative Workstations,
the Prime Contractor hosted web-based IWTS application or any
other major system component. The notification may be sent to one
or more individuals’ pager, cell phone or other telecommunications
device.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.18
IWTS User Group Configuration
A group of IWTS Call Control Features with the same variable parameter
settings is known as an IWTS User Group Configuration. The IWTS shall
provide the CDCR Operations Manager with the capability of configuring the
parameters for each feature for a specific User Group. Each IWTS User
Group Configuration shall be assignable as a default configuration for each
IWTS telephone group.
SECTION 6 - Page 65
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The IWTS shall provide the CDCR Operations Manager with the capability of
maintaining at least 15 multiple IWTS User Group Configurations. These
User Group Configurations will be derived from various combinations of IWTS
Call Control Features detailed in Section 6.3.3.12, IWTS Call Control
Features.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.19
IWTS Telephone System Quality Requirements
6.3.3.19.1
Industry Standards
All equipment shall meet or exceed all applicable codes and industry
standards for installation. All equipment must be UL approved and
FCC compliant.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.19.2
Voice Quality
The quality of voice connections provided by the IWTS shall meet or
exceed industry standards in use in the United States and enacted by
appropriate standards organizations (Bellcore or Telcordia, IEEE,
ANSI, NIST, FIPS) for transmitted and received levels, noise, crosstalk, and frequency range. The Prime Contractor shall detail the
standard to which the IWTS will adhere in the response to this
requirement. This voice quality shall be provided for all telephone
services at all stages of a call and shall not be affected by any other
IWTS feature, function, or capability.
Voice quality shall be provided with a Mean Opinion Score (MOS) ITU
P.800 - 3.7 or above (or equivalent industry standard measurement).
SECTION 6 - Page 66
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.20
IWTS TDD/TTYCALL PROCESSING REQUIREMENTS
The calls made from a portable TDD/TTY will be processed through the IWTS
network and will be recorded. TDD/TTY calls will not be live monitored.
Bidders shall describe how the system will satisfy the requirements listed in
this section. Bidders shall include detailed drawings for the three (3) types of
TDD/TTY telephone calls utilizing the IWTS described in the following
Sections:
1) 6.3.3.21.1, Direct Dialing from an IWTS Voice Line to a TDD/TTY;
2) 6.3.3.21.2, Direct Dialing from an IWTS TDD/TTY to a TDD/TTY
Device; and,
3) 6.3.3.21.3, IWTS TDD/TTY Device to a Hearing Capable Called
Party through CRS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.20.1
Use of Turbo Coding
The IWTS shall support Turbo Coding functionality to improve TTY
communication performance.
SECTION 6 - Page 67
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.20.2
Interface with California Relay Service (CRS) Call Centers
The California Public Utilities Commission has established the CRS
with multiple relay providers for TDD/TDY telephone relay service.
The CRS vendors bill the State of California for the relay services and
bill either the calling party or the called party for the network services
associated with each relayed call. The CRS shall bill all IWTS calls to
the called party.
Bidders shall provide a description of the process the system will
employ to route TDD/TTY calls through the CRS vendors so that the
CRS call center can process the calls to the desired called party.
Additionally, Bidders shall provide a description of the process the
system will employ to ensure that the called party is not billed by the
Prime Contractor for the CRS calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.20.3
Speed Dial Number for CRS
TDD/TTY devices shall be preprogrammed with up to three (3) to ten
(10) digit speed dial numbers capable of calling the CRS providers.
CDCR
prohibits IWTS dialing 7-1-1, ‘800’, or special service
numbers.
SECTION 6 - Page 68
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.20.4
IWTS TDD/TTY Call Recording Functionality
The IWTS shall include the ability to record calls using the Prime
Contractor provided TDD/TTY devices. Recording shall include both
the typed text (transmitted as Baudot, ASCII or Turbo Code) and any
voice portions of calls using Voice Carry Over (VCO) or Hearing Carry
Over(HCO). The text portion of the call shall be accessible from all
investigative applications in the same manner as voice recordings and
shall not require further processing by the CDCR authorized staff once
the text or voice file is opened or played.
Bidders shall describe in detail the methodology they will use to
develop and provide transcripts of each TDD/TTY call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.21
TDD/TTY Telephone Calls through IWTS
Bidders shall describe how the IWTS accommodates TDD/TTY call
scenarios as described below. Bidders are encouraged to contact the
California Deaf and Disabled Telecommunications Program (DDTP)
regarding interfacing with the CRS at:
DDTP CRS Manager for the DDTP
Voice (510) 302-1105
TTY (510) 302-1100 x105
SECTION 6 - Page 69
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.21.1
Direct Dialing from an IWTS Voice Line to a TDD/TTY
The IWTS shall include the ability for non-hearing impaired
inmates/wards to complete calls to friends and family that
communicate with TDD/TTY devices. These calls shall be completed
with the assistance of CRS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.21.2
Direct Dialing from an IWTS TDD/TTY to a TDD/TTY Device
The IWTS shall include the ability to complete calls from an IWTS
TDD/TTY directly to a called party’s TDD/TTY in the same manner a
voice call is connected and accepted.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.3.21.3
IWTS TDD/TTY Device to a Hearing Capable Called Party through
CRS
The IWTS shall include the ability to complete calls from an IWTS
TDD/TTY to a non-hearing impaired called party through CRS.
SECTION 6 - Page 70
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.4
IWTS TELEPHONE SYSTEM DATABASES
6.3.4.1
IWTS Blocked Number Database
The IWTS shall provide a Blocked Number Database. The IWTS will check
this database before completing any calls and not allow any calls to blocked
numbers.
CDCR Operations Manager, authorized staff and Prime
Contractor’s Customer Service representatives will have the ability to add
or delete blocked telephone numbers. When this occurs, a user identifier
will be reflected to track who modified the block. A note field will be
available to input notes for the reason for the block.
The IWTS will allow CDCR Authorized Staff to archive blocked numbers in
a separate file and move them from the blocked number file in order to save
file space.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.4.2
IWTS Prepaid Accounts Database
The Prime Contractor shall maintain a Prepaid Accounts Database with a
record of all called party prepaid activity for each prepaid account. The
information shall include; time/date of activity, amount prepaid, method of
payment, billing disputes, phone number, name of account owner, billing
address, and type of account (cell phone, VoIP, CLEC, and others).
SECTION 6 - Page 71
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.4.3
IWTS Facility Phone List Database
The Prime Contractor will provide a Facility Phone List Database that can
be accessed using the IWTS Investigative Workstation or Prime Contractor
hosted web-based IWTS application. This database will store specific
telephone numbers that are being monitored by CDCR Authorized Staff.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.4.4
IWTS Billing Number Address (BNA) Database
The Prime Contractor will provide a Billing Number Address (BNA)
Database that will have fields that include the end user’s: name, telephone
number, billing address, and mailing address. The BNA will populate in the
field within the Call Detail Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 72
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.3.5
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS TELEPHONE SYSTEM DOCUMENTATION REQUIREMENTS
The Prime Contractor shall provide supporting documentation as described below.
The Prime Contractor shall include access to appropriate documentation on the Prime
Contractor’s public and private portals as described in Section 6.11.1, IWTS Public
Web Site, and Section 6.11.2, IWTS Private Web Site.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.5.1
IWTS User Guide for the Called Party
The Prime Contractor shall prepare and provide an IWTS User Guide for
the Called Party that provides instructions in English and Spanish to the
CDCR Operations Manager for review and approval. The guide will include
instructions and contact information for establishing accounts, receiving
calls, blocking calls, prepaying calls, frequently asked questions (FAQs),
and clarification of all other issues that a called party may be concerned
with. This User Guide will be made available on the IWTS Public Web site.
Pamphlets will be mailed to customers by the Prime Contractor with the
initial billing and upon request. Soft copies in .pdf and .doc will be provided
to CDCR and available on the IWTS Private Portal. The Prime Contractor
shall input updates to the User Guide provided by the CDCR Operations
Manager or as required.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6
IWTS END-USER CUSTOMER SERVICE REQUIREMENTS
The IWTS End-User’s positive perception of their calling experience is of primary
concern to the State. Bidders shall detail how they plan to provide exceptional
Customer Service and shall address:
1)
Billing Services (Collect, Prepaid and Direct Billing);
SECTION 6 - Page 73
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
2)
Complaint Tracking and Reporting System;
3)
Complaint Resolution Processes;
4)
Complaint Escalation Processes; and,
5)
Root-Cause Analysis Procedure.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6.1
Customer Service Hours of Operation for IWTS
The Prime Contractor’s End-User Customer Service Hours of Operation
shall be provided by a live operator seven (7) days a week during the hours
of 5:00 a.m. to 9:00 p.m. PT. In addition to the toll free numbers, Customer
Service shall be accessible by mail, e-mail, web site, fax, and TTY. The
addresses and telephone numbers for each of these communication
methods shall be published on all billings, customer solicitations, IWTS
Public Web Site, and customer correspondence.
CDCR Authorized Staff shall have access through the IWTS Private Web
Portal to the Prime Contractor’s Complaint Tracking and Reporting System.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6.2
IWTS Toll Free Customer Service Access Number
The Prime Contractor shall provide a dedicated IWTS Toll Free Customer
Service Access Number for all domestic Customer Service functions with
separate IWTS toll free numbers provided specifically to answer Spanish
speaking callers and a dedicated IWTS toll free number for TTY callers.
The domestic IWTS Customer Service numbers must be accessible from
anywhere in the United States, and Puerto Rico.
SECTION 6 - Page 74
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidders shall list the toll free Customer Service numbers for all International
locations that are available.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6.3
Supported Languages
The Prime Contractor’s Customer Service shall be provided in both English
and Spanish.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6.4
IWTS Complaint Resolution and Escalation Plan
The Prime Contractor shall process End-User issues quickly with a single
contact to the Customer Service. The Prime Contractor shall provide a
complaint resolution team. Complaints that do not have a specific
resolution plan within 24-hours of receipt by the Prime Contractor shall be
identified, reported, tracked and managed by the Complaint Resolution
Team.
Bidders shall describe the Complaint Resolution and Escalation Plan
process, including standard target times for resolution, as part of the
Escalation Plan requirement in Section 6.13.3, IWTS Escalation Plan.
SECTION 6 - Page 75
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6.5
IWTS Service and Support Resources
End-User support materials, User Guides, public portal support options
(including FAQs and e-mail) and an IVR based help system shall be
provided and actively promoted by the Prime Contractor. Customer Service
calls that are directed to an IVR must have all prompts and recordings
provided in the same language associated with the number that was used
to contact the Customer Service. The two (2) language options shall be
English or Spanish.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.3.6.6
Customer Service Average Speed of Answer (ASA) for IWTS
The Average Speed of Answer (ASA) is defined as the time from which a
call is presented to the Customer Service system until it is answered by a
live operator who is capable of servicing the caller. An operator who
answers the call but is not trained to handle customer complaints and must
transfer the caller does not meet this requirement, such that the ASA time
will continue until answered by a qualified Customer Service
Representative. All Customer Service access numbers must be captured
and reported as part of the ASA report. The daily ASA of all IWTS
Customer Service calls shall not be less than 80% of the calls answered
within 60 seconds. If Spanish callers and the category of all other nonEnglish callers comprise more than 10 percent (10%) of the total volume,
then the minimum daily ASA requirement of 80% of the calls answered
within 60 seconds shall separately apply for that language group. When a
call is answered by an IVR system or its equivalent, the ASA time shall not
include the time in the IVR if:
SECTION 6 - Page 76
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1)
The initial prompt and all additional prompts shall offer the caller the
option of speaking with a live operator by dialing zero (0) at any time.
No user input after five (5) seconds of a prompt will be assumed to
be a request for an English speaking live operator, preferably
someone who is bilingual;
2)
The menu selections are no deeper than five (5) levels at any point
from the top level (initial greeting);
3)
The State shall have final approval of all prompts, greetings and
recordings;
4)
No single menu shall offer more than four (4) selections in addition to
zero (0) for a live operator and asterisk (*) or pound sign (#) to return
to the previous menu;
5)
The IVR shall not for any reason automatically disconnect the caller;
or,
6)
Menu Usage and Time in the System reports shall be available as
part of the IVR System and made available upon request by the
State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4
IWTS LIVE MONITORING TERMINALS
The Prime Contractor shall provide IWTS Live Monitor Terminals installed in multiple locations
that include control booths in buildings, such as housing units, observation towers, gyms, and
hospitals. IWTS Live Monitoring Terminals shall allow custody staff to listen in real-time to
inmate telephone conversations and scan, barge-in, and terminate calls. This equipment shall
have the capability of turning on and off the phones within the officer’s span of control. This
section specifically describes the requirements for the IWTS Live Monitoring Terminals. The
IWTS Live Monitoring Terminal configuration differs from the live monitoring used on the Prime
Contractor hosted web-based application and the IWTS Investigative Workstations described in
Section 6.5, CDCRIWTS Investigative System.
The Prime Contractor shall provide as many IWTS Live Monitoring Terminals as are required at
each CDCR facility found in Exhibit 6-C2, Adult Institutions’ IWTS Anticipated Equipment and
6-G2, Youth Facilities’ IWTS Anticipated Equipment. Additional IWTS Live Monitoring Terminals
may be requested by the State in the future and shall be provided at no cost to the State and
without an increase in call rates or fees.
SECTION 6 - Page 77
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.1
IWTS LIVE MONITORING TERMINAL NETWORK
The IWTS Live Monitoring Terminal network shall be a fully standalone system
operating on the Prime Contractor’s network independent of any CDCR equipment or
network infrastructure with the exception of the State provided cabling.
Bidders shall identify and describe the network and infrastructure to be utilized for
IWTS Live Monitoring Terminal operation. Bidders shall provide all of the information
for the IWTS Telephone System Network as described in Section 6.3.1.1, IWTS Voice
Network Design Requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2
IWTS LIVE MONITORING TERMINALS
The IWTS shall provide CDCR with the ability to selectively monitor call activity within
their Span of Control in real time, and initiate appropriate action as necessary. The
IWTS Live Monitoring Terminals will be utilized by authorized staff to monitor
inmate/ward telephone calls as they occur.
The IWTS Live Monitoring Terminals shall provide multiple authorization level Log-Ins.
IWTS Live Monitoring Terminal displays shall be configurable only with various
authorization levels that allow or deny modification of terminal display or settings. A
default setting template shall be provided for all IWTS Live Monitoring Terminals.
SECTION 6 - Page 78
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
In addition to the IWTS Live Monitoring Terminals described in this section, Prime
Contractor shall provide specific monitoring locations with additional hardware that
shall include a speaker and/or a manual cut-off switch(es) as described in Section
6.3.3.10.2, Hardwired Switch Manual Termination, that will be used by CDCR staff to
monitor active IWTS conversations. The anticipated speaker box deployments are
provided in Exhibit 6-D2, CDF/CDCR Adult Camps’ IWTS Anticipated Equipment,
through Exhibit 6-G2, Youth Facilities’ IWTS Anticipated Equipment.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.1
IWTS Live Monitoring Terminal Deployments
The number of IWTS Live Monitoring Terminals deployed at each institution
ranges from one (1) to 33 terminals. The maximum number of IWTS Live
Monitoring Terminals could increase based upon the change in facility
operations and need for additional live monitoring areas. Additional IWTS
Live Monitoring Terminals shall be provided by the Prime Contractor at no
cost to the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.2
IWTS Live Monitoring System
The IWTS shall have the capability of monitoring the inmate/ward telephone
calls in progress over the IWTS Live Monitoring Terminals within their Span
of Control. The IWTS Live Monitoring system shall be expandable to monitor
new telephones without requiring additional cable.
SECTION 6 - Page 79
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.3
IWTS Graphical User Interface (GUI)
The IWTS Live Monitoring Terminals shall employ an industry standard GUI
that includes intuitive command standards for desktop, screen and window
behavior.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.4
IWTS Live Monitoring Terminal Identification
The IWTS Live Monitoring Terminals shall be automatically identified within
the system, preferably through a hardware-generated identifier such as the
network interface card node address or controller port address. The CDCR
Operations Manager will provide a unique identification schema for crossreference purposes to be integrated with applicable databases.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 80
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.4.2.5
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Live Monitoring Terminal Display Content Requirements
The IWTS Live Monitoring Terminals shall provide authorized staff with
access to view the following information that will appear in a font size of 12
or larger:
1)
IWTS station number (within the vendor’s network) for each
telephone;
2)
Location and telephone identification number of IWTS telephones
being monitored that will be provided by CDCR;
3)
Current date and time;
4)
Incremental call duration timer (mm:ss) for each call;
5)
One (1) to 30 telephones shall be displayed simultaneously on a
single terminal screen;
6)
Indicators for each telephone that is off-hook;
7)
Indicator for call currently listened to when in scan mode;
8)
Indicator for call currently listened to when in park mode;
9)
An indicator to reflect the equipment is communicating with the
network;
10) An indicator for the key to press for the help screen; and,
11) An indicator (blinking cursor) that reflects the navigational position on
the screen.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.6
IWTS Log-In Screen
Upon log-in, the IWTS shall:
1) Display an approved system use notification message or banner
before granting access to the IWTS that provides privacy and
security notices consistent with applicable federal laws, Executive
Orders, directives, policies, regulations, standards, and guidance
states:
SECTION 6 - Page 81
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
a) Users are accessing an official State of California
information system;
b) System usage may be monitored, recorded, and subject to
audit;
c) Unauthorized use is prohibited and subject to criminal and
civil penalties; and,
d) Use of the system indicates consent to monitoring and
recording.
2) Retain the notification message or banner on the screen until users
take explicit actions to log on to or further access the information
system.
The Prime Contractor shall modify the notice at the CDCR Operations
Manager’s request.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.7
IWTS Live Monitoring Terminal Functionality Requirements
The IWTS shall provide the following functionality requirement for each IWTS
Live Monitoring Terminal for the inmate/ward telephones with their
designated Span of Control:
1)
Scan and monitor active calls (individual and all telephones within
Span of Control). Scan mode shall be programmable and set to
scan in intervals approved by CDCR Operations Manager;
2)
Park and listen to an active call;
3)
Monitor in a hands-free manner;
4)
Terminate active calls;
5)
Barge-in to active calls and talk;
6)
Access a “Help” menu with one (1) keystroke;
7)
Turn phones on or reactivate a phone (individual and all telephones
within Span of Control);
8)
Turn phones off or disconnect a call (individual and all telephones
within Span of Control); and,
9)
A text field shall display on the monitoring screen, of at least 250
characters, to allow authorized staff to input notes.
SECTION 6 - Page 82
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.8
IWTS Scan and Live Monitoring of Multiple Calls
The IWTS Live Monitoring Terminals shall have the capability to scan and
monitor a selected number of calls in progress.
The number of
simultaneously scanned conversations from a single IWTS Live Monitoring
Terminal shall not exceed the total amount of monitored telephones that
appear on the monitoring screen. The system shall indicate which telephone
is currently being monitored.
Authorized monitoring staff shall have the ability to scan the ongoing calls in
user definable intervals of one (1) to 30 seconds for each call in progress.
Authorized monitoring staff shall have the ability to manually stop and start
the scanning to monitor any call in progress.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.8.1
Park and Listen To Calls
The IWTS Live Monitoring Terminal shall have the capability to park
and listen to an active call. The system shall indicate which
inmate/ward telephone is being monitored at any given time and show
the status of each inmate/ward telephone, in-use or idle.
SECTION 6 - Page 83
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.8.2
Hands-Free Monitoring
The IWTS Live Monitoring Terminal shall have the capability to listen to
an active call hands-free through an integrated speaker.
The
authorized user shall have the ability to increase or decrease the
volume using a dial or a single keystroke.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.8.3
Termination of Active Calls
The Live Monitoring Terminal shall be able to manually terminate calls
for a single or group of inmate/ward telephones within the Span of
Control. Each Live Monitoring Terminal shall have a defined list of
telephones that it can control through the Call Termination function. All
manually terminated calls shall be flagged as a hard kill in the end
code column of the Call Detail Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 84
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.4.2.9
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Barge-In To Active Calls
The IWTS Live Monitoring Terminal shall have the capability for the
authorized staff monitoring calls to interrupt or barge in and talk on selected
inmate/ward telephone calls. After the barge in is complete, the system
shall have the ability to resume the call or disconnect the call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.10
IWTS Access a “Help” Menu
The IWTS Live Monitoring Terminal shall have the capability to access a
“Help” menu with one (1) keystroke that allows the authorized user to view
the description of the specific IWTS Live Monitor Terminal key functionality
on the screen. The designated keystroke shall have the ability to toggle in
and out of this menu. Functionality other than the IWTS Live Monitor
Terminal shall be excluded from the “Help” menu.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.11
IWTS Live Monitoring Terminal Display of Active Call
The time between the first possible detection of a call in progress within the
Span of Control of the IWTS Live Monitoring Terminal shall not exceed two
(2) seconds before the active call appears on the display screen.
SECTION 6 - Page 85
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.12
IWTS Live Monitoring Terminal Stealth
The IWTS shall provide the capability to monitor calls in progress without
the inmate/ward or called party’s awareness through attenuation of volume
or other audible sound(s) to suggest that the conversation is being
monitored.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.13
IWTS Live Monitoring Terminal Volume
The audible volume of the call shall remain the same when the call is
monitored. The volume shall not be impacted if one (1) or more authorized
users are listening to a call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.14
Multiple Users Monitoring a Live Call with IWTS
The IWTS shall allow up to three (3) simultaneous live monitoring
authorized users on the same IWTS telephone call at the same time from
different locations or access methods.
SECTION 6 - Page 86
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.15
IWTS Live Monitoring Terminal Physical Restrictions
The space available for IWTS Live Monitoring Terminals is extremely
limited - two (2) feet wide by two (2) feet deep. Live Monitoring Terminals
cannot be mounted to CDCR equipment. Live Monitoring Terminals shall
be configured with the following characteristics:
1)
External dimensions no greater than 14.0 inches wide x 12.0 inches
deep x 12.0 inches high;
2)
Minimum 14 inch diagonal screen size;
3)
Non-glare, high intensity screen suitable for brightly lit areas (glare is
problematic for Live Monitoring Terminals in Towers);
4)
Stereo 3.5 mm headphone jack;
5)
Integrated microphone;
6)
Integrated speaker, volume controls, 102Hz to 18KHz frequency
range;
7)
Function keys to operate the functions described in Section 6.4.2.7,
IWTS Live Monitoring Terminal Functionality Requirements, shall be
visibly marked for ease of use by the authorized monitoring staff;
8)
No access to the workstation configuration or the ability to modify
characters displayed on the screen shall be allowed. These functions
shall be password protected and only used by authorized Prime
Contractor staff;
9)
No functioning USB ports;
10) No access to the internet;
11) No games, music or other entertainment features shall be available:
and,
12) No use of a mouse due to limited space.
Bidders shall provide documentation that describes the physical
characteristics of the IWTS Live Monitoring Terminals including hardware
specifications and pictures.
SECTION 6 - Page 87
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.16
IWTS Live Monitoring Terminal Physical Security
The Prime Contractor shall provide a means for the IWTS Live Monitoring
Terminals to be physically secured to a desktop, or other designated
surface to prevent the IWTS Live Monitoring Terminal from being moved or
relocated by non-authorized Prime Contractor personnel. The Prime
Contractor shall employ stranded cable and a lock, of sufficient size and
strength, or equivalent as agreed to by the State.
The Prime Contractor’s staff shall retain a master key to unlock the IWTS
Live Monitoring Terminal in the event repair, removal, relocation or other
reason.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.17
IWTS Extended Distances of Live Monitoring Terminals
The IWTS Live Monitoring Terminals shall be capable of operating
extended distances from the inmate/ward telephone(s) that are being
monitored. The Prime Contractor shall provide LAN extenders to ensure
signal strength meets quality standards for the extended distances.
SECTION 6 - Page 88
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.18
IWTS User Guide for IWTS Live Monitoring Terminals
The Prime Contractor shall prepare and provide an IWTS User Guide for
IWTS Live Monitoring Terminals that provides instructions that will describe
primary features, functionality and commands in an abridged user-friendly
format. This User Guide shall be made available on the Prime Contractor’s
Private Web Site and shall be specific to the IWTS. Hardcopies shall be
laminated and posted at each IWTS Live Monitoring Terminal. Electronic
copies in .pdf and .doc format will be provided to CDCR and available on
the IWTS Private Portal. The Prime Contractor shall modify the User Guide
as directed by the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.4.2.19
IWTS Live Monitoring Terminal Limited Authority
The IWTS Live Monitoring Terminal interface shall be configured to prevent
any modifications to the IWTS Live Monitoring Terminal configuration (i.e.,
changing the identifiers of the inmate phones being monitored) by
authorized staff operating the terminal.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 89
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.4.2.20
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Live Monitoring Terminal Manual Notification
From the IWTS Live Monitoring Terminal, the IWTS shall allow an
authorized user to manually notify CDCR Authorized Staff of a call that
requires attention. The notification shall allow the authorized user to
include notes. The CDCR Authorized Staff would retrieve the notes by
generating a report from the Prime Contractor hosted web-based IWTS
application by using the “Note” search field.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5
CDCR IWTS INVESTIGATIVE SYSTEM
The IWTS Investigative System shall have the capability of live monitoring calls and performing
investigative functions. The live monitoring functionality is different from the requirements
described in Section 6.4, IWTS Live Monitoring Terminals. The IWTS Investigative System
functionality shall be available to authorized users from the Prime Contractor’s hosted webbased IWTS application as well as the Prime Contractor provided IWTS Investigative
Workstations. The Prime Contractor shall provide as many IWTS Investigative Workstations as
are required as described in Exhibit 6-D2, CDF/CDCR Adult Camps’ IWTS Anticipated
Equipment, Exhibit 6-E2, Additional Adult Facilities’ Anticipated Equipment, Exhibit 6-G2, Youth
Facilities’ IWS Anticipated Equipment . Additional IWTS Investigative Workstations may be
requested by the State in the future and will be provided at no cost to the State and without an
increase in call rates or fees.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 90
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.5.1
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
CDCR IWTS LIVE MONITORING AND MANAGEMENT CAPABILITIES
OVERVIEW
The Prime Contractor shall provide the hardware, software, features and functionality
necessary for CDCR staff to live monitor ongoing IWTS calls and to use the IWTS
Investigative System. The IWTS Investigative Workstations will be capable of
terminating IWTS telephone calls. The system shall record all calls, complete and
incomplete, and Prime Contractor shall make those recordings available to CDCR for
the term of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2
CDCR IWTS INVESTIGATIVE SYSTEM NETWORK REQUIREMENTS
The IWTS shall be a fully stand-alone system operating on the Prime Contractor’s
network independent of any CDCR equipment or network infrastructure for Adult and
Youth Camps, Community Correctional Facilities, and Female Offender Programs,
with the exception of the State-provided cabling.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.1
IWTS Investigative System Network Architecture
The Prime Contractor shall design and install a network to provide
connectivity between CDCR correctional facilities and to support the
capability for statewide administrative operations and functions.
Bidders shall submit in their Bid response a description of all network
components, hardware and software that will support the IWTS requirements.
SECTION 6 - Page 91
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidders shall provide statewide network designs and typical diagrams that
incorporate the systems listed in this section and include the two (2) Call
Control categories (Adult and Youth Camps, and Community Correctional
Facilities/Female Offender Programs) that will use this functionality as
described in Exhibit 6-J, IWTS Call Control System Categories. Detailed
drawings of components shall include dimensions, floor, rack and backboard
mounting requirements:
1)
CDCR Investigative Workstation System;
2)
Data Storage, including voice recordings; and,
3)
Live Monitoring System.
Bidders shall provide one (1) master and seven (7) hardcopies and three (3)
soft copies with the Bid response. Electronic drawings shall be in AutoCAD
Reader 2010 version 18 release 24 or newer (.dwg) and, Microsoft Visio 2003
or newer (.vsd). Hardcopy drawings shall be provided in Standard E-size.
Drawings shall include both topology (including redundancy) and logical
representations of all critical elements to include the following:
1)
Premise Equipment Type and Installation Requirements (physical);
2)
Layer two (2) and three (3) protocols and Quality of Service (QoS)
when applicable;
3)
Type and capacity of Equipment at each off-site location including
any backup systems and data storage;
4)
Circuit size/ bandwidth; and,
5)
Circuit type.
In addition, Bidders shall provide a written description for the following:
1)
Various forms of protocols used by the system such as T1/E1, IP,
Ethernet and ATM;
2)
Security Standards that apply to the system;
3)
Encryption Standards supported and provided; and,
4)
The CDCR facility premise power requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 92
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.5.2.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Investigative System Network Functionality
The Prime Contractor shall be responsible for installing and testing all IWTS
Investigative System network equipment, circuits, hardware, security,
software and any other components for a fully operational system. The
network shall be configured in such a manner to support the following
minimum measurements:
1)
Jitter (delay variance) -- Less than 15ms;
2)
Packet Loss -- Maximum 0.5 percent (.5%); and,
3)
Latency/Delay – 120ms one way.
In addition, Bidders shall provide a description of the methodology to
address the following Data Network Backbone issues:
1)
Congestion; and,
2)
Latency.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.3
IWTS Investigative System Network Ubiquity
The IWTS Investigative System network shall have the ability to provide
functionality throughout the state. Bidders shall accurately describe the
processes, network design and equipment necessary to fulfill this
requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 93
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.5.2.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Investigative System Network Scalability
The IWTS Investigative System network shall have the ability to increase
delivery of services in number and/or size within a reasonable timeframe.
Bidders shall accurately describe the processes, network design, and
equipment necessary to fulfill this requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.5
IWTS Investigative System Network Survivability
The IWTS Investigative System network shall not have a single point of
failure which could adversely affect the entire Network. Bidders shall
accurately describe the network design and equipment necessary to fulfill this
requirement identifying all redundancy and diversity.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.6
IWTS Investigative System Network Points of Failure
The IWTS Investigative System network shall not have a single point of
failure that could adversely affect the entire Network.
Bidders shall
accurately describe the network design and equipment necessary to fulfill this
requirement identifying all redundancy and diversity.
SECTION 6 - Page 94
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.7
IWTS Investigative System Data Storage Center
The IWTS Investigative System shall be networked to a central site(s) system
for the purpose of database edits, management, monitoring status, report
generation and control. Bidders shall submit details identifying the topology
of the network and its interoperation with the Data Storage Center.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.8
IWTS Data Transmission Encryption
The IWTS shall encrypt any transmissions of data containing confidential
information with an industry-recognized encryption standard that is in
compliance to the FIPS Standard 140-2.
Electronic Transmission to include:
1) File Transfers;
2) Remote access to the network or application; and,
3) System and network monitoring traffic.
SECTION 6 - Page 95
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.9
IWTS Investigative System Network Security
The State expects stringent security standards, based upon the transmission
of confidential or sensitive data. The Prime Contractor shall provide security
and intrusion protection for the IWTS and components. The network design
shall protect against network outages or loss of network management
systems. Communication of information across the local and wide area
network shall use an industry accepted encryption method for data transfer.
The Prime Contractor shall commit to the following:
1)
Security Administration;
2)
Support all current and future United States encryption Standards;
and,
3)
Physical site security.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.10
IWTS Investigative System Network Operations Center (NOC)
Primary monitoring status and control for the IWTS Investigative System
network and all sites shall be at the Prime Contractor's Network Operations
Center (NOC). The NOC shall provide the following network management
functions:
1)
Monitor the status and performance of the network and all network
nodes;
2)
View equipment alarms and software errors;
SECTION 6 - Page 96
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
3)
Monitor the performance of the servers; and,
4)
Troubleshoot the network and servers.
Bidders shall accurately describe the proposed NOC and Network
Management Systems (NMS) that support network startup, maintenance,
monitoring, and operations. Bidders shall submit details regarding the
topology of the network and how they will provide control of all of the IWTS
sites from the NOC, including redundancy. Bidders shall provide plans that
will show the redundancy of the major network equipment and databases to
provide non-stop operations to the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.2.11
IWTS Disaster Recovery Plans
Bidders shall provide contingency and disaster recovery plans to restore
IWTS operations in case of a disaster at the Prime Contractor provided
Central Operations Facility and for each installed CDCR facility location.
These plans shall include a description of how the Prime Contractor will
restore system operations in case of a disaster at the Prime Contractor’s
NOC and at each installed IWTS location. The plans shall address all events
of total or partial cessation of operations or destruction of the database or
physical facility and shall include procedures for both automated and manual
recovery of system functionality.
The Prime Contractor shall adhere to these plans in case of a system failure
due to a disaster. These plans shall be updated by the Prime Contractor
annually. These plans will be reviewed by the CDCR Operations Manager on
the anniversary of the Contract term’s date for adequacy and approval by the
State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 97
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.5.3
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS INVESTIGATIVE WORKSTATIONS
The IWTS Investigative Workstations shall be provided by the Prime Contractor for
Adult and Youth Camps, Community Correctional Facilities, and Female Offender
Programs to be utilized by CDCR Authorized Staff to perform monitoring and
investigative functions. The IWTS Investigative Workstation functionality includes all of
the functionality provided for IWTS Live Monitoring Terminals, unless noted, as well as
the investigative tools described below.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.3.1
IWTS Functional Integration
A single platform for the IWTS Investigative Workstations shall be provided to
include live monitoring, call detail reports, playback recordings, retrieval of
recordings and reports to compact disc (CD) or cassette recorder.
Additionally, the IWTS Investigative Workstations shall be available to CDCR
Authorized Staff to access and analyze all databases and reports.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.3.2
IWTS Investigative Workstation Hardware Configuration
The IWTS Investigative Workstation shall be configured with the minimum
characteristics described in this section:
1)
The IWTS Investigative Workstation shall be sized with adequate
memory and processor(s) that allows for completion of all tasks
performed. If connectivity to the Prime Contractor’s network via the
IWTS is not available, the Investigative Workstation shall be able
to access all recordings and CDR data through an alternative
method such as dial back-up. Bidder shall describe the proposed
alternative methods to meet this requirement.
SECTION 6 - Page 98
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
2)
Integrated mouse, full size keyboard, touchpad;
3)
17" flat panel color monitor, with a non-glare screen;
4)
24x CD-RW / 8x DVD ROM;
5)
Sound card;
6)
Connectivity;
7)
Audio: mini-phone stereo 3.5 mm;
8)
Input: mini-phone stereo 3.5 mm;
9)
USB ports;
10)
Security lock slot for cable lock;
11)
External boom type microphone;
12)
Wired headset with volume control;
13)
External speakers with volume controls;
14)
Color printer with 8.5" x 11" paper capable of printing a minimum
of 15 pages per minute with a footprint no larger than 20 inches
by 20 inches; and,
15)
Cassette recorder or Compact Disc (CD) player to play back
recorded calls to this media, as needed.
Bidders shall provide documentation that describes the physical
characteristics of the IWTS Investigative Workstations, including hardware
specifications and pictures that meet the requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.3.3
IWTS Investigative Workstation Software Security
The IWTS input/output devices shall be protected from the introduction of
viruses or other malware that will in any way affect the security or operation
of the system. Virus scanning software patches and software shall be
updated by the Prime Contractor as required by the virus scanning software
manufacturer.
Bidders shall describe how they will meet this requirement.
SECTION 6 - Page 99
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.3.4
IWTS Investigative Workstation Identification
The IWTS Investigative Workstations shall be automatically identified within
the system, preferably through a hardware-generated identifier such as the
network interface card node address or controller port address. The CDCR
Operations Manager will provide a unique identification schema for cross
reference purposes to be integrated with applicable databases.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.3.5
IWTS Investigative Workstation Independent Operation
All of the IWTS Investigative Workstations shall operate independently of
other workstations in the same correctional facility even when accessing
the same stored data.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 100
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.5.3.6
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Extended Distances of IWTS Investigative Workstations
The IWTS Investigative Workstations shall be capable of operating
extended distances from the inmate/ward telephones.
The Prime
Contractor will provide LAN extenders to ensure signal strength meets
quality standards for the extended distances.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4
IWTS INVESTIGATIVE WORKSTATION FUNCTIONALITY
The IWTS Investigative Workstations will be installed at the Adult and Youth Camps, and
CCF and FOP locations. A copy of the current CDR and inmate call recordings shall be
stored on-site for 60 calendar days. The IWTS Investigative Workstation shall have the
capability to record the content of all complete and incomplete telephone call
connections. Recordings must be selectable by telephone instrument, group of
telephone instruments, bank of telephones, facility, or called number. The IWTS
Investigative Workstation shall include the capability to transfer the recorded calls to
removable media.
The Prime Contractor shall provide an IWTS Investigative Workstation that allows
authorized staff to perform all of the investigative functions described below. Bidders
shall clearly describe how they will provide the investigative functionality as follows:
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.1
IWTS Investigative Workstation Search Functionality
The authorized staff shall have ability to search the IWTS CDR database
and search on any fields, or combination of fields, within the database. The
retrieval location (on-site or off-site) of the stored recording shall be
transparent to the authorized staff.
SECTION 6 - Page 101
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The IWTS shall include the ability to query more than 10 fields by selecting
predefined data fields within a single screen. Upon initiating the search, all
data fields will appear in a single display screen report. Investigative staff
shall be able to save, file, and retrieve custom queries for future use.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.2
IWTS Investigative Workstation Limited Authority
The Investigative Workstation interface shall NOT have the ability to modify
any workstation configuration or Call Control parameter;
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.3
IWTS Password Protected Log-In
All Investigative Workstations will require an authorized user identification
code, issued by a CDCR Operations Manager, to be entered in order to
gain access to the investigative tools. The Investigative Workstation shall
be password protected, if directed by the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 102
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.5.4.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Malicious Code Prevention
The Prime Contractor shall be responsible for keeping all IWTS
Investigative Workstations and other IWTS equipment free from viruses,
spyware or any other malicious code. Bidders shall describe their system
and associated processes for the prevention of viruses, spyware or any
other malicious code.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.5
IWTS Investigative Workstation Capacity
All IWTS Investigative Workstations shall have a sufficient Hard Drive
Space to accommodate the required workstation’s operating system,
application(s) software, user data, if required, and at a minimum, 30%
spare capacity. The spare capacity shall be maintained at a 30% level in
lieu of any software upgrades/modifications that may be required for the
workstation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.6
IWTS Remote Software Updates
All required software applications, patches, updates, and operating systems
shall be installed remotely and will be pushed out to the Investigative
Workstations by the Prime Contractor in conjunction with CDCR
coordination of update notification to CDCR users.
SECTION 6 - Page 103
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.7
IWTS Remote Access Capability
The IWTS shall provide capability to authorized staff to remotely access the
IWTS Investigative System through the Prime Contractor’s hosted web-based
IWTS application from a State computer with the uniform look, feel and
capabilities of on-site access. This remote capability shall require a system
log-on procedure, and all data transmissions shall be fully encrypted.
Remote Access shall include multi-user access with multiple levels of
authorization.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8
IWTS Investigative Workstation Screens/Icons
The IWTS Investigative Workstation shall include the following screens/icons
that will be seen at all times somewhere on the screen. The icons shall be
user friendly and easy to navigate in and out of by authorized users.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.1
IWTS Log-In Screen
Upon log-in, the IWTS shall:
SECTION 6 - Page 104
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1)
Display an approved system use notification message or
banner before granting access to the IWTS that provides
privacy and security notices consistent with applicable federal
laws, Executive Orders, directives, policies, regulations,
standards, and guidance, and states that:
a) Users are accessing an official State of California
information system;
b) System usage may be monitored, recorded, and subject to
audit;
c) Unauthorized use is prohibited and subject to criminal and
civil penalties; and,
d) Use of the system indicates consent to monitoring and
recording.
2)
Retain the notification message or banner on the screen until
users take explicit actions to log on to or further access the
information system.
a) The Prime Contractor shall modify the notice at the CDCR
Operations Manager’s request.
b) Authorized users will be required to enter a User Name
and Password to Log in to the IWTS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.2
IWTS Welcome Screen
Once authorized users sign-in, the IWTS will automatically direct
users to the Welcome Screen that may include notices that apply to
all users. All notices shall be approved by the CDCR Operations
Manager before Prime Contractor places them on the screen.
SECTION 6 - Page 105
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.3
IWTS Log-Out Screen
The Log-Out icon will be used when authorized users log out of the
Investigative Workstation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.4
IWTS Live Monitoring Screen
The IWTS shall be capable of real-time monitoring of all inmate/ward
telephone active calls from an Investigative Workstation or remotely by
authorized remote users. The real-time monitoring by each authorized
user shall be user definable, and the restriction criteria shall be
assigned to the authorized user’s profile.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.5
IWTS Reports Screen
This screen will include drop down menus for authorized staff to
generate and print Statewide or Facility specific reports described
herein.
SECTION 6 - Page 106
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The system shall display any user-defined combination of the fields
contained in a Completed Call record.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.6
IWTS Facility Phone List Screen Content
Access to this screen will be limited to authorized users’ profile
settings. The Facility Phone List is described in detail in Section
6.5.4.19, IWTS Facility Phone List.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.8.7
IWTS On-Line Manual
This icon will be used to access an on-line manual specific for the
IWTS. Authorized users will be able to search and find operating
instructions for specific functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 107
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.5.4.8.8
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS User Guide for IWTS Investigative Workstations
The Prime Contractor shall prepare and provide a User Guide for
IWTS Investigative Workstations that provides instructions that will
describe primary features, functionality and commands in an abridged
user-friendly format. This User Guide will be made available on the
Prime Contractor’s IWTS Private Web site and shall be specific to the
IWTS. Hard copies will be posted at each IWTS Investigative
Workstation and will be printed in a reproducible size, font and format.
Electronic copies in .pdf and .doc format will be provided to CDCR and
available on the IWTS Private Web site. The Prime Contractor shall
modify the User Guide as directed by the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.9
IWTS Investigative Workstation Live Monitoring Display
Authorized staff shall have real-time access to information on all calls in
progress at every CDCR facility based upon user profile. All fields shall be
capable of being sorted in ascending or descending order. This feature will
give authorized staff the capability to see in real time the information
described in Section 6.4.2, IWTS Live Monitoring Terminals, as well as the
following:
1)
Destination Number;
2)
Called Party Billing Name and address (BNA) Information;
3)
Alert Number flag;
4)
Three-Way Call flag (suspected or confirmed);
5)
TDD/TTY telephone flag;
6)
Payment method (prepaid or collect);
7)
Call denial reason;
8)
Call termination reason;
9)
Recording identification number; and,
10)
A text field on the monitoring screen to allow a user to input notes.
Notes shall be allowed with a minimum of 250 characters.
SECTION 6 - Page 108
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.10
IWTS Live Monitoring Manual Notification
From the Live Monitoring screen, the IWTS shall allow an authorized user
to manually notify specified CDCR Authorized Staff of a call that requires
immediate attention. The notification shall be via a paging signal,
telephone call, e-mail, or a visual notification on the Investigative
Workstation. The alarm type(s) will be user definable by the CDCR
Operations Manager.
Notification shall include the ability for an authorized user to forward a call
in progress to another authorized user’s telephone or mobile phone. Before
the authorized user receiving the call is connected to the call, the user will
be required to enter a unique numeric code before having the capability to
live monitor the call in progress.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.11
IWTS Live Monitoring Multiple Locations
The system shall have the capability to allow a single authorized user to
Live Monitor multiple inmate/ward telephone calls from more than one (1)
CDCR Facility simultaneously. The Live Monitoring location may be local
or remote to the institution originating the call. Live Monitoring shall be in
real-time.
SECTION 6 - Page 109
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.12
IWTS Monitoring Telephone Station/Location Status
The IWTS shall provide authorized staff with the ability to determine if any
particular IWTS telephone station/location is activated, deactivated, in
standby mode, or in use.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.13
IWTS Call Termination Control from an Investigative Workstation
The IWTS shall provide the authorized users with the ability to manually
terminate calls in the “Live Monitoring” screen. All manually terminated
calls shall be flagged with a unique identifier in the end code column of the
CDR. The Bidder shall identify the unique identifier that will be used to
meet this requirement.
Additionally, the User ID of the CDCR Authorized Staff that terminated the
call(s) shall be identified. The capabilities of performing any of the options
below will be based upon the CDCR authorized staff’s profiles as described
in Section 6.3.3.18, IWTS User Group Configuration.
Authorized staff shall be able to terminate:
1) Individual calls;
2) All calls at a facility (within Span of Control);
3) Individual Telephones; and,
4) All Telephones by:
SECTION 6 - Page 110
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
a) Telephone ID;
b) Bank or group of IWTS telephone sets;
c) CDCR Facility building/section;
d) CDCR Facility;
e) Statewide Adult;
f)
Statewide Youth; and,
g) Statewide CDCR Facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.14
IWTS Simultaneous Replay
The IWTS shall allow the capability for multiple recorded conversations to
be played back simultaneously at the same or other IWTS Investigative
Workstation location(s). Playback or download of recorded calls must not
interrupt any other on-going calls being recorded or other IWTS
Investigative Workstation functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.15
Forwarding a Recorded Call File on the IWTS
The IWTS shall allow an authorized user to send a recorded IWTS
conversation to another authorized user’s telephone or mobile phone for
playback. Before the authorized user receiving the forwarded call is
connected to the call, the user will be required to enter a unique numeric
code before having the capability to listen to the recorded call.
SECTION 6 - Page 111
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.16
IWTS Search Criteria for Call Recording
The recording system shall have the capability to search (locate/sort) call
recordings based upon the any of the following CDR fields:
a)
CDCR Facility;
b)
Telephone Location;
c)
Start date/time;
d)
Destination number called;
e)
Telephone Station number;
f)
End date/time;
g)
Duration of call; and,
h)
Complete or Incomplete call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.17
IWTS Voice Recording Access
After a CDR search, by any combination of the CDR fields, the Voice
Recordings shall be linked to and available from the identified CDR record.
SECTION 6 - Page 112
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.18
IWTS Voice Recording Playback Capability
Authorized users shall have the ability to access the Voice Recording
Database via Soft Switches to play, rewind, pause, fast-forward, designate
a specific area to loop back within the recording and vary speed of
playback. The IWTS shall be able to go to a specified call duration location
within the call without the playback of the entire call.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.19
IWTS Facility Phone List
The telephone numbers in the IWTS Facility Phone List shall be capable of
being deleted by authorized users when the number is no longer needed.
There will be no limit to the amount of telephone numbers included in this
database. Using the Facility Phone List shall be easily accessible through
shortcuts, hyperlinks, or one click buttons negating the navigation of
multiple screens for activating, deactivating, and deleting specific alert
numbers or groups.
SECTION 6 - Page 113
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.19.1
IWTS Facility Phone List Screen Details
The Facility Phone List Screen shall include the following fields to be
populated by the authorized users:
1) Specific Facility or Statewide (All CDCR Facilities);
2) Destination Number;
3) Called Party’s Billing Information (Name, Address, City,
State, Zip);
4) Alert Groups; and,
5) Notes (with a maximum of 250 characters).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.19.2
IWTS Facility Phone List Search Criteria
Searching for a specific number shall include the following drop down
options either populated by the Prime Contractor or the authorized user:
1) Filter by CDCR Facility (all CDCR Facilities);
2) Destination Number (all numbers included in Facility Phone
List under this field);
3) Called Party’s Name (all names included in Facility Phone
List under this field);
4) Alert Group (all names included in Facility Phone List under
this field); and,
5) Number of Records (selected in increments of 50, 100, 150,
200 or all).
SECTION 6 - Page 114
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Searching for a specific number shall include the option of direct input
into a search field.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.19.3
IWTS Alert Group Creation and Activation
An authorized user shall be able to create a unique “alert” name for a
group that may be activated or deactivated only by the authorized user
or CDCR Operations Manager. The alert name may be set for one (1)
or more specific telephone numbers that are being monitored. Once the
“alert” has been activated, the authorized user shall be capable of
entering up to two (2) telephone numbers and up to two (2) e-mail
addresses that would all be alerted anytime the specific number is
dialed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.19.4
IWTS Alert Group Functionality
When a call is made to a specific number activated in an alert group the
following IWTS functionality will occur:
1) A minimum of two (2) different telephone numbers will be
dialed and the CDCR Authorized User receiving the alert on
their telephone or mobile phone will be required to enter a
unique numeric code before the authorized user is
connected to the call. If the unique numeric code is not
entered or entered incorrectly, then the Authorized User will
not be connected to the call.
SECTION 6 - Page 115
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
2) If the alerted call is not answered by the CDCR Authorized
User, then the alert functionality will end. However, the call
between the inmate/ward and the called party will not be
adversely impacted.
3) If the alerted call is answered by the CDCR Authorized
User, then the called party’s telephone number will appear
on the Authorized User’s telephone. The Authorized User
will have the capability of pressing codes on the telephone
to barge-in on the active call and/or terminate the active call.
If the call is terminated, then the call shall be flagged with a
unique identifier in the end code of the CDR. The Bidder
shall identify the unique identifier that will be used to meet
this requirement. Additionally, the User ID of the authorized
staff that terminated the call(s) shall be identified. The
capabilities of performing the alert functionality shall be
based upon the authorized staff’s profiles.
4) A minimum of two (2) e-mail addresses will receive a
notification that will include the specific number dialed, the
date, time, and CDCR facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.19.5
IWTS Alert Group Deactivation
An alert group can only be deactivated by the CDCR Authorized User
who originally set the alert group or by a CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 116
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.5.4.19.6
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Deleting an Alert Group or Telephone Number from IWTS
An alert group or specific telephone number can only be deleted by the
authorized user who originally set the alert group or by a CDCR
Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.4.20
IWTS Alert Number Notification
The IWTS shall instantly notify the CDCR authorized staff of the destination
number if a call is placed to a destination number in the Facility Phone List.
The notification shall be via a paging signal, telephone call, e-mail, audible
alarm, or a visual notification on the Investigative Workstation. The alarm
type(s) will be user definable by the CDCR Operations Manager.
These methodologies shall allow multiple destinations of notification and
include a time-of-day scheduling capability.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.5
CDCR IWTS ACCOUNT ADMINISTRATION REQUIREMENTS
6.5.5.1
IWTS Instructional Brochures
Instructional brochures shall be available on-line to inmate/ward families
explaining the branding, monitoring, and recording requirements for all
inmate/ward calls (where applicable). Upon request, the Prime Contractor
shall provide soft copies of the brochures to the CDCR Operations Manager.
SECTION 6 - Page 117
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.5.2
IWTS Systems Manuals
The Prime Contractor shall provide operating manual(s) explaining in detail
the features of the IWTS Live Monitoring Terminals, IWTS Investigative
Workstations and call management-related equipment.
The Systems
Manuals will be stored by the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.5.5.3
IWTS System Administration Manuals
The Prime Contractor shall develop and provide to the CDCR Operations
Manager a user manual that describes the administration of the global
system operation and configuration, whether network based or localized onsite.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 118
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.5.5.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Investigative Workstation Guide
The Prime Contractor shall prepare and provide a guide that includes
instructions in English for CDCR approval. The guide will include instructions
and contact information for log-in and operation of the IWTS Investigative
Workstation. This guide will be in a printed format and available at the
workstation. Additionally, a soft copy shall be available on each Investigative
Workstation. The Prime Contractor shall provide a soft copy of the guide to
the CDCR via .pdf and .doc format and available on the Private Portal. The
guide will be updated by the Prime Contractor annually or as needed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6
CDCR IWTS ADMINISTRATIVE CONTROL
6.6.1
IWTS ADMINISTRATIVE CONTROL
The Prime Contractor shall provide the CDCR with IWTS Administrative Control
functionality to generate user profiles and access fields within the IWTS that will be
limited to the CDCR Operations Manager and authorized staff. This functionality will
be accessed from a State computer using the Prime Contractor’s hosted web-based
IWTS application. IWTS Administrative Control functionality shall include live
monitoring and investigative capabilities as well as tools to oversee and administer
statewide operations and service, compile data on inmate/ward use of the system,
reconcile financial activities, view trouble tickets, facilitate training of CDCR staff on
IWTS operation and capabilities, and perform system tests.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 119
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.6.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
SITE VISITS TO IWTS STORAGE FACILITIES
The State shall have the right to perform site visits to the Prime Contractor's California
Operations Facilities and Primary Database Storage Facility with24-hour notice to the
Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.3
IWTS INVESTIGATIVE WORKSTATION ACCESS (DELETED)
6.6.4
IWTS REMOTE ACCESS CAPABILITY (DELETED)
.
6.6.5
IWTS MOBILE ADMINISTRATIVE USER (DELETED)
:
6.6.6
CDCR HEADQUARTERS IWTS ADMINISTRATIVE TESTING/TRAINING SYSTEM
(DELETED)
6.6.7
USER GUIDE FOR IWTS ADMINISTRATIVE WORKSTATIONS (DELETED)
6.6.8
SINGLE USER IWTS MAPPING VERIFICATION
The IWTS shall include the ability for a single State IWTS administrative user to pick
up an inmate/ward phone and verify that the Telephone ID and physical location match
the IWTS service database description of the telephone location. This function shall
be performed by the Prime Contractor’s staff putting the IWTS in a “mapping” mode
that would prevent outgoing calls from being made by inmates or wards while mapping
verification is performed.
SECTION 6 - Page 120
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The Bidder shall describe how this requirement will be met.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.9
IWTS NO BILL TEST NUMBERS
The Prime Contractor shall provide test numbers for testing purposes to verify
functionality for each Call Type (Local, IntraLATA, InterLATA, Interstate, and
International). The test number shall provide for a connect condition that is long
enough to verify all branding and other functionality. The Prime Contractor will not bill
any parties for these test calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.10 IWTS TEST PLANS
All software and equipment modifications shall follow a CDCR approved plan prior to
implementation in any production environment. The Prime Contractor shall submit
plans to the CDCR Operations Manager for approval at least 30 calendar days prior to
any planned implementation.
This requirement applies to all components of the IWTS including enterprise wide
network and data center software and hardware. For data center software and
hardware this requirement is limited to new software releases and major hardware
upgrades. For the enterprise wide network software and hardware this requirement
applies to the network elements within the Prime Contractor’s control and is limited to
new software releases and major hardware upgrades.
SECTION 6 - Page 121
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.11 CDCR IWTS ROLE-BASED USER PROFILES
The IWTS shall provide for role-based user profiles, allowing specific functions and
features unique to each role. The Prime Contractor shall be responsible for the
System Administrator User activities. The CDCR Operations Manager will be
responsible for the Operations Administrator, Live Monitoring Terminal User,
Investigative User, Contracted Staff User, and State Contract Manager User. Each
IWTS User shall have unique identification credentials and be verified for identity
through two-factor authentication.
The IWTS Users shall be able to access the IWTS services in one of the following
roles:
1)
System Administrator
a) Create and manage System Administrator User accounts;
b) Maintain database of all role-based profiles;
c) Update system software;
d) Troubleshoot application programming and code;
e) Repair system software;
f)
Generate system health status reports;
g) Generate Ad Hoc Reports requested by State;
h) Provide back-up and recovery of stored data; and
i)
2)
Other functions identified by the Prime Contractor.
Operations Administrator
a) Create and manage Live Monitoring Terminal User, Investigative User,
Contracted Staff User, and State Contract Manager User accounts;
b) Request and maintain updated list of System Administrator User accounts as
needed;
c) Set and reset user authentication credentials;
d) View IWTS configuration of facilities;
e) Generate audit reports that include but are not limited to alarms, usage, and
Service Level Agreement reports;
SECTION 6 - Page 122
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
f)
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Generate operational reports for executive consumption;
g) Request maintenance
Administrators;
and
operations
assistance
from
System
h) Generate system health status reports; and,
i)
3)
Generate customer service/trouble ticket reports.
Live Monitoring Terminal User
a) Perform IWTS Live Monitoring Terminal functionality;
b) Change own password; and,
c) Input notes on IWTS Live Monitoring Terminal.
4)
Investigative User
a) Perform IWTS Investigative functionality;
b) Change own password;
c) Request data file delivery via Secure File Transport Protocol (SFTP), and,
d) Activate and Deactivate Alert Groups.
5)
Contracted Staff User
a) Perform limited functionality based upon authorized access assigned by the
Operations Administrator; and,
b) Change own password.
6)
State Contract Manager User
a) View and Generate authorized IWTS Reports; and,
b) View Service Level Agreement report.
The IWTS service shall provide a distinct display screen for each role-based profile
type. The distinct display screen shall only display the unique abilities and accesses
for the role based profile type being accessed. All other fields will be disabled.
SECTION 6 - Page 123
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.11.1
CDCR IWTS USER PROFILE UNIQUE NUMERIC CODE
The IWTS shall generate a unique numeric code for each new user ID
account created. The numeric code will be used for IWTS Investigative
Functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.12 IWTS DAILY CALL DETAIL RECORDS RETRIEVAL
The Prime Contractor will provide CDCR with the ability to securely download a daily
CDR file in a delimited text format that contains the inmate/ward call attempts from the
CDCR facilities. The CDR retrieval shall be available to the CDCR Operations
Manager using a Secure File Transfer Protocol (SFTP) client application to connect to
the Prime Contractor’s server and download the previous calendar day’s CDR files.
Each daily CDR generated will be labeled as yyyymmdd.CDR (ex. September 30,
2009 would be named 20090930.CDR)
The Prime Contractor will provide the daily CDR files in a pipe ( | ) delimited format as
described in Table 6-2, Daily Call Detail Record Format:
SECTION 6 - Page 124
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
TABLE 6-2, Daily Call Detail Record Format
Field
position
1
2
3
4
5
6
7
8
Order of
Information
Facility
Date
Time
MinDur
TNI
Telephone ID
Call Type
Call Record
Example: ( | delimited)
1
2
3
4
Description of information
contained in field
CDCR Facility
YYMMDD – date of call
HHMMSS – time of call
Total # of Seconds - Duration of call
Dialed number
IWTS Telephone ID
Call Type Values
Filename of Recording
5
6
7 8
CA34|040221|060623|0000|5076852508|0080|D|6TOJ4M.V08
The CDCR Operations Manager will meet with the Prime Contractor prior to finalizing
the fields in the format above. The CDCR Operations Manager will delete the daily
CDR file from the Prime Contractor’s SFTP server after it has been downloaded. The
Prime Contractor will have a file clean up set after 90 calendar days where the CDR
files will be deleted off the Prime Contractor’s server and no longer accessible by the
CDCR Operations Manager.
Bidders shall describe the configuration and methods they are proposing to satisfy this
requirement, including proposed Call Type values.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.13 TRACKING IWTS ACCESS
The IWTS shall provide a method for tracking live monitoring and investigative
activities and transactions conducted on the IWTS for each authorized user.
SECTION 6 - Page 125
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.13.1
Tracking Prime Contractor Personnel IWTS Access
The IWTS shall track activity of Prime Contractor personnel, including any
Subcontractors, that log-in to the IWTS for any purpose, including viewing
or editing data, systems administration and support, or other technical
reasons.
The Prime Contractor shall, upon request, provide to the CDCR additional
explanations and/or supporting details related to Prime Contractor
personnel activities.
The Prime Contractor personnel user accounts shall be assigned by the
System Administrator at the individual level, without the use of “generic” or
“multi-user” accounts.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.13.2
Tracking System and Operations Administrator’s User Profile IWTS Access
The IWTS shall track all System and Operations Administrator’s user
activities, including modifications to system configuration, user privileges,
data records, or other functions.
SECTION 6 - Page 126
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.13.3
Non-Tracking User Class
The IWTS shall have the ability to assign users who are not tracked or
visible in the audit process. Non-Tracked users shall only be authorized by
the CDCR Operations Manager.
This audit trail shall be available only to CDCR authorized staff and shall
include failed access attempts, accessed or copied data, log-on duration, or
other search criteria.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.13.4
Tracking All Other IWTS User Profiles
The IWTS shall track all other IWTS user profiles that include: Live
Monitoring Terminal User, Investigative User, Contracted Staff User, and
State Contract Manager User activities related to authorized user access
and functionality.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 127
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.6.14 CDCR IWTS AUTHORIZED USER PROFILE FUNCTIONALITY
Authorized CDCR users will have access to the IWTS to perform specific activities in
support of their functions at each location as identified in their profiles.
This functionality shall include the assignment of report capabilities, menu functions,
data input capability, query capability, screen view capability, menu functionality
assignment, and other system administrative functions.
The CDCR Operations Manager shall have the ability to create, update and delete
CDCR staff profiles to include:
1)
CDCR staff name;
2)
IWTS log-on information;
3)
Reset assigned password (eight (8) to 14 characters, letters and numbers);
4)
Access classification (monitoring, management and/or investigative);
5)
Access to reports;
6)
Access to Blocked Number database;
7)
Access to specific Hot Line Recordings:
8)
Access to Recorded calls database;
9)
Access to Trouble ticket log;
10)
Span of Control;
11)
Ability to enter notes;
12)
Ability to read notes;
13)
Ability to view calls played; and
14)
Ability to view calls copied.
CDCR staff CDR database access by:
1)
Telephone ID;
2)
Bank or group of IWTS telephone sets;
3)
CDCR Facility Yard and Building;
4)
CDCR Facility;
5)
Statewide Adult Facilities;
6)
Statewide Youth Facilities;
7)
Statewide CDCR Facilities; and,
8)
CDCR staff access permissions.
SECTION 6 - Page 128
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.15 IWTS CALL CONTROL FEATURE PACKAGE PARAMETER SETTINGS
The CDCR Operations Manager shall have the ability to create, update and delete Call
Control Feature parameters, including Feature Package assignments for:
1)
Section 6.3.3.12.1, IWTS Calling Schedules;
2)
Section 6.3.3.12.2, Time Between Completed IWTS Calls;
3)
Section 6.3.3.12.3, IWTS Call Duration; and,
4)
Section 6.3.3.12.4, IWTS Extra Dialed Digits Prevention.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.16 IWTS BLOCKED NUMBER ADMINISTRATION
The CDCR Operations Manager shall have the ability to create, update and delete
numbers that are blocked for IWTS telephones by:
1)
Bank or group of IWTS telephone sets;
2)
CDCR Facility building/section;
3)
CDCR Facility;
4)
Statewide Adult Facilities;
5)
Statewide Youth Facilities; and,
6)
Statewide CDCR Facilities.
SECTION 6 - Page 129
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.17 IWTS ADMINISTRATIVE WORKSTATION FUNCTIONALITY (DELETED,
REVISED, & MOVED)
(Requirement revised and moved to 6.6.11, CDCR IWTS Authorized User Profiles)
6.6.18 CDCR IWTS USER ACCESS TO SPECIFIC CDCR FACILITIES
The Prime Contractor shall ensure that CDCR-HQ Administrative staff have the ability
to create, update, and delete the list of specific facilities that each CDCR IWTS
authorized user can access.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.6.19 MONITORING THE IWTS NETWORK (DELETED, REVISED ,& MOVED)
(Requirement revised and moved to 6.6.11, CDCR IWTS Authorized User Profiles)
6.7
IWTS DATA MANAGEMENT
The Prime Contractor shall store, maintain and secure the data stored in all the IWTS
databases and shall be responsible for the management and administration of all the databases
associated with IWTS. The data stored in the databases is confidential and the property of the
CDCR. Data is defined as information or content specific to call recording, investigative tools
(notes, CDR data, and IWTS databases), and reports. This does not include real-time voice
packets or configuration files associated with voice network control systems.
SECTION 6 - Page 130
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidders shall submit a description of how they will comply with the data management
requirements described below.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.1
IWTS INFORMATION SECURITY
The Prime Contractor shall implement a methodology for maintaining the security and
confidentiality of all information in accordance with applicable Federal and State laws
and regulations. The Prime Contractor shall comply with State of California
regulations related to information security and data privacy, as defined by the State
Administrative Manual and as directed by the California Office of Information Security
and Privacy Protection (OISPP).
The Prime Contractor shall not use or access any CDCR data other than for the
specific use of meeting the technical requirements. The Prime Contractor shall comply
with applicable State policies, regulations and standards regarding information,
information systems, personal, physical, and technical security. The Prime Contractor
shall employ an industry standard encryption method for all data in transit, including
Call Detail Records (CDR) and voice call recordings.
Bidders shall describe in detail the proposed methodology to ensure the security and
confidentiality of data and information that is State owned or subject to special
statutory protection.
The Prime Contractor will be fully and solely responsible for security of all services and
all systems. Bidders shall explain what steps will be necessary to detect and prevent
all types of unauthorized access or abuse of the system. Bidders shall describe how
the system will address each vulnerability.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 131
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.7.1.1
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Data Media Disposal Requirements
The Prime Contractor shall properly dispose of media resulting from this
Contract. The minimum measures, which shall be taken by the Prime
Contractor to ensure this data remains secure include:
1)
Degaussing or wiping of hard disk prior to being used in any other
system;
2)
Degaussing or wiping of hard disk prior to being shipped to any
outside vendor;
3)
Shredding reports prior to disposal; and,
4)
Physically destroying optical media (burn, melt, or securely shred) or
overwritten multiple times with random data patterns.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.1.2
IWTS Internet Access Protection
The IWTS shall be protected from unauthorized access from the Internet.
Bidders shall describe the total protection scheme and identify any possible
risk of unauthorized access to the IWTS or the data contained within the
system.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.2
IWTS DATABASE MAINTENANCE
Following the Contract award, the Prime Contractor shall provide a database
maintenance schedule annually to CDCR Operations Manager for approval.
SECTION 6 - Page 132
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.3
IWTS DATA PARTITIONING
The Database information from each CDCR facility shall be partitioned from all other
CDCR facilities.
Bidders shall thoroughly describe how the system will keep all data partitioned from
each CDCR facility separate from data associated with any other CDCR facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.4
IWTS DATABASE UPDATE FUNCTIONALITY
The IWTS shall broadcast database updates to all appropriate IWTS locations on the
network concurrently and without operator intervention. Bidders shall describe the
proposed scheme.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 133
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.7.5
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS DATA ARCHIVING
The IWTS shall provide hardware and software capable of archiving all IWTS data. All
archived data shall be maintained for the term of the Contract and shall reside at the
Prime Contractor’s California Database Storage Facility within the geographic confines
of the state of California. Archived data shall be capable of being viewed, queried, and
reported on by authorized CDCR Staff in the same manner as the IWTS real time
operations without disrupting ongoing operations. CDCR is the custodian of call
recordings and call detail records. CDCR may visit the Prime Contractor’s California
Database Storage Facility to audit how the data is being stored. CDCR will provide a
24-hour notice before visiting the Prime Contractor’s California Database Storage
Facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.5.1
IWTS Archived Data Access
The IWTS shall support the full administrative query and reporting functions
on archived data that were possible on the data at the time it was
generated and before it was archived.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.5.2
IWTS Automatic Archiving
Automatic archiving of the database files shall be accomplished without
requiring manual intervention or degradation to the use of the IWTS. The
archiving function will be used to comply with the redundancy requirement
as described in Section 6.7.7.1.4, IWTS Database Redundancy.
SECTION 6 - Page 134
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.5.3
IWTS Storage of Recordings On-Site
The Prime Contractor shall provide sufficient storage capacity to store a
copy of the current CDR and inmate/ward call recordings on-site for 60
calendar days. This requirement applies to the Adult and Youth Camps
included on Exhibit 6-D1, CDF/CDCR Adult Camp IWTS Locations and 6G1, Youth Facility IWTS Locations. This requirement does not apply to
Antelope and Cuesta Adult Camps. The storage media shall not require
regular operator intervention to change or replace. Tape media is not
acceptable. This database shall include recordings of all incomplete and
completed calls.
Bidder shall describe and provide documentation of the topology of the onsite storage of the copied CDR and inmate/ward call recordings.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6
IWTS DATABASE ACCESS BY AUTHORIZED STAFF
The IWTS shall provide secure, multilevel database access control configurations and
definable staff levels as described in Section 6.6.11, CDCR IWTS Role-Based User
Profiles. The IWTS access software shall allow creation of access levels and
assignment of multiple users to those access levels. Additional access levels may be
created throughout the term of the Contract.
Database access shall be provided in a hierarchical fashion, beginning with the
CDCR-HQ Administrative Staff also defined as Operations Administrator in Section
6.6.11, CDCR IWTS Role-Based User Profiles. All lower level access shall be defined
by the Operations Administrator. The Prime Contractor will create and manage
System Administrator User accounts for the Prime Contractor’s authorized personnel.
SECTION 6 - Page 135
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6.1
Multiple IWTS Database Access
The IWTS databases shall allow records access by multiple users from
multiple locations while maintaining data integrity. Bidders shall describe how
they propose to ensure data integrity while allowing multiple accesses to the
same CDCR recording.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6.2
Multiple IWTS Log-Ons
System software shall allow the CDCR Operations Manager to configure the
IWTS to allow either multiple or single instance Log-Ons for CDCR IWTS
Authorized User accounts. CDCR IWTS Authorized Users shall have the
ability to have single or multiple Log-Ons simultaneously.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 136
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.7.6.3
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Password Requirements
All access to IWTS databases will require a unique log-on and a password
that is created by the authorized user upon initial sign-on to the IWTS. The
Prime Contractor shall access the IWTS databases in the same manner with
the same restrictions. The CDCR Operations Manager shall have the ability
to monitor and control Prime Contractor staff access to IWTS data.
The IWTS shall require passwords and password change reminders for the
IWTS environment consistent with the following rules:
1) Passwords are not to be shared;
2) Length range: eight (8) to 14 characters;
3) Password must be composed of characters from at least three (3) of the
following four groups from the standard keyboard:
a) Uppercase letters (A-Z);
b) Lowercase letters (a-z);
c) Arabic numerals (0-9); and,
d) Non-alphanumeric characters (punctuation symbols);
4) Must not be a dictionary word;
5) Must not be stored in clear text;
6) Must be hashed using industry accepted MD5 or better;
7) Passwords lock out after five (5) failed attempts;
8) Ownership: individual;
9) Storage: encrypted passwords; and,
10) Entry: Password shall not be readable when entered.
Password resets will be controlled by the CDCR Operations Manager as an
Administrative function.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6.4
IWTS Database Search Capability
All databases shall be searchable on all fields.
printable.
SECTION 6 - Page 137
Addendum #5
Search results shall be
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6.5
IWTS Multi-Facility Database Search Capability
The IWTS shall allow search and retrieval of all data as defined in the user
profile, regardless of location.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.6.6
Export IWTS Data Format
At any time upon request, the Prime Contractor shall fulfill the State’s request
for IWTS data, including current and archived Call Detail Records (CDR),
inmate/ward recordings, and information contained within the Facility Phone
list database. The export data formats and storage media type will be
defined by the State at the time of request. The data exports shall be:
1) Formatted in a pipe (|) or comma (,) delimited formatted file and
must be compatible with Microsoft Windows or Linux operating
systems;
2) Supplied electronically in a secure format or on DVD optical media
using the DVD-+RW standards, to be determined by CDCR
Operations Manager at time of request; and,
3) Clearly noted data fields including the database schema.
Additional requirements for export/transfer of data during Transition-Out from
the Contract to the future IWTS contract are described in Section
6.13.9.2IWTS Transition-Out Plan.
SECTION 6 - Page 138
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.7
IWTS DATABASE RECOVERY
The Prime Contractor shall provide in-service recovery of the databases during a
failure. In-service recovery will allow the system to continue to operate while a failed
portion is recovered. Bidders shall describe how they will provide in-service recovery.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.7.1
IWTS Data Backup and Recovery
The Prime Contractor shall provide all backup and archival hardware,
supplies, and recovery procedures, which will ensure that no data or
recordings will be lost.
The following are the minimum requirements for this capability.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.7.1.1
System Failures
The backup shall protect against loss of data at any CDCR correctional
facility.
SECTION 6 - Page 139
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.7.1.2
IWTS Full Recovery
The IWTS shall be capable of recovering all data and recordings, to the
point of full system operation, using an IWTS service backup.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.7.1.3
IWTS Data Backup Requirements
All data shall be stored at the Prime Contractor’s Primary Database
Storage Facility and backed up and archived at the Prime Contractor’s
California Database Storage Facility. The Prime Contractor’s Primary
Database Storage Facility will be the primary location for the storage of
IWTS call recordings and call detail records.
The Prime Contractor’s California Database Storage Facility shall be
capable of performing backups concurrently with ongoing full operation
of the database with no readily apparent effect on any applications
running concurrently with the backup activity.
The Bidder shall provide in detail a description of how they will backup
all databases associated with IWTS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 140
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.7.7.1.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Database Redundancy
All data shall be initially stored at the Prime Contractor’s Primary
Database Storage Facility and then backed up and stored at the Prime
Contractor’s California Database Storage Facility. This data shall be
accessible by the system immediately in the event of a failure at the
Prime Contractor’s Primary Database Storage Facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8
IWTS RECORDING REQUIREMENTS
A recording shall be generated for all calls, call attempts that were never connected,
calls that reach an answering machine, and completed calls where the call was
accepted. The CDCR Operations Manager shall identify any exceptions to this
requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.1
Start of Recording
The IWTS shall begin recording inmate/ward conversations when the
inmate/ward lifts the phone off hook. The recording shall capture the
system prompts, required recorded messages and when the inmate/ward
states their name.
SECTION 6 - Page 141
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.2
IWTS “Do Not Record” Numbers
The recording system shall have the ability to not record specific telephone
numbers authorized by the CDCR Operations Manager. The Prime
Contractor’s staff shall not set a “do not record” number without the written
consent by the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.3
IWTS On-Site Recording Storage Capacity
The Prime Contractor’s recording system shall have sufficient storage
capacity to locally (on-site) retain a copy of recorded calls and call detail
records for 60 calendar days. This requirement applies to the Adult and
Youth Camps included on Exhibit 6-D1, CDF/CDCR Adult Camp IWTS
Locations, and Exhibit 6-G1, Youth Facility IWTS Locations.
This
requirement does not apply to Antelope and Cuesta Adult Camps. After 60
calendar days of local storage, the files shall be deleted from the local
database automatically. The storage media shall not require regular operator
intervention to change or replace. Tape media is not acceptable. This
database shall include recordings of all incomplete and completed calls.
Bidders shall provide documentation of the topology, including redundancy, of
the proposed recording system.
SECTION 6 - Page 142
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.4
IWTS Playback, Download, Save, and Transfer Rate
Recordings shall stream immediately and begin playback within five (5)
seconds. Download or transfer of file shall operate concurrently with
streaming connection at a rate no greater than two (2) minutes for each 15
minutes of recorded conversation. This downloaded file shall have the option
to be saved locally once the download is completed.
Bidders shall provide a table that identifies each site and the associated
bandwidth to be used as a benchmark for enforcement of the SLAs.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.5
IWTS Recording Database Scalability
The recording database must accommodate the inmate/ward call volume as
stated in Exhibit 6-L2, CDCR 2010 Call Volume by Facility for the Contract
term, plus 30% additional space to accommodate growth. The manner of
system growth shall be scalable to provide for the addition of computing
power, recording storage, or other system components without the necessity
of manually replacing the existing database(s) or forcing the shut-down of the
IWTS and shall be done at no cost to the State.
SECTION 6 - Page 143
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.6
IWTS Playback of Recording on Other Types of Media
The IWTS shall have the ability to playback on other types of media besides
the IWTS workstation. The CDCR Authorized Staff shall be able to download
the recording(s) and software file onto a computer disc, flash drive or other
media and be played back on a computer.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.7.8.7
IWTS Proof of Authenticity
Recordings shall be electronically stamped with a tamper-resistant proof of
authenticity or security envelope to technically ensure certainty of the
authenticity and integrity of the recorded conversation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8
IWTS SERVICE, SUPPORT, AND MAINTENANCE
The Prime Contractor shall provide support and maintenance as described below. Bidder shall
thoroughly describe the methodology they will provide to support the IWTS service
requirements.
SECTION 6 - Page 144
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.1
IWTS SERVICE, SUPPORT, AND MAINTENANCE RESPONSIBILITIES
6.8.1.1
Responsibilities of the Prime Contractor for IWTS
The Prime Contractor shall be responsible for the following:
1)
Providing prior notification of major on-site changes and modifications
of equipment installed.
Such changes are subject to CDCR
Operations Manager prior approval. The Prime Contractor shall use
the best commercially reasonable efforts to effect such modification
with minimal disruption to the CDCR’s operating schedule.
2)
Complying with the Trouble Ticket response times listed in Table
6.8.2.3, IWTS Trouble Ticket Priority Definitions and Responses.
3)
Participating in monthly meetings with the CDCR-Operations Manager
and staff and/or State staff for the purpose of presenting IWTS prior
month's maintenance reports and discussing resolution to program
issues and concerns. These meetings may be scheduled less
frequently at the discretion of the State. The site for the meetings
shall be determined by the State. Travel may be required to various
State sites or the Prime Contractor’s site. The Prime Contractor shall
provide representatives for each of its Subcontractors, if any, at these
meetings as requested by the CDCR Operations Manager or the
State staff. The Prime Contractor will be responsible for travel costs.
4)
Coordinating with CDCR Operations Manager and any Subcontractor
staff for access to CDCR facilities. All personnel who will need onetime or ongoing access to a CDCR facility will be required by CDCR to
complete SOW Exhibit A, Gate Clearance Information and Approval
Sheet, SOW Exhibit B, Digest of Laws Relating to Association with
Inmates, and SOW Exhibit C, Primary Laws, Rules, and Regulations
Regarding Conduct and Association with State Prison Inmates. The
CDCR gate clearance forms may differ slightly by facility, but the
general information required by the Prime Contractor is the same.
The CDCR reserves the right to deny the Prime Contractor’s
employee(s) the right to enter a CDCR facility. All Prime Contractor’s
employee(s) who require access to a facility and do not receive
clearance will not be allowed to work on the Contract.
SECTION 6 - Page 145
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
5)
Providing skilled technicians who are properly trained and certified to
work on the Prime Contractor-provided equipment and software.
6)
Performing site surveys for all moves, adds, and changes as well as
new facility activations.
The site surveys will require written
documentation that will incorporate digital photos and other diagrams,
as needed to document the CDCR, facility, and Prime Contractor’s
action items. CDCR Operations Manager will provide a sample
format of the minimum requirements of the site survey. Site survey
reports shall be submitted within seven (7) calendar days from the
date of the survey.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.2
IWTS SERVICE AND SUPPORT REQUIREMENTS
6.8.2.1
IWTS Help Desk for CDCR
The Prime Contractor shall establish a dedicated Help Desk for the
exclusive use of the CDCR Authorized Staff to report, troubleshoot, track,
escalate and resolve service-related issues, receive user support.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.2.1.1
IWTS Help Desk Access
The Prime Contractor shall provide a single IWTS toll free number and
web-based access to the Help Desk for CDCR Authorized Users. In
addition to the toll free number and web-based access, the Help Desk
shall be accessible by telephone, mail, e-mail, fax, and TTY. The
addresses and toll free telephone numbers for each of these
communication methods shall be published on all correspondence.
SECTION 6 - Page 146
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.2.1.2
IWTS Help Desk Hours of Operation
The Prime Contractor’s Help Desk shall be available 24-hours a day,
seven (7) days per week. Help Desk calls shall only be handled by live
Customer Service Representatives. Automated trouble ticket systems
are not acceptable. IVR and secure web-based trouble ticket tracking
systems may be used to provide status information but will not replace
the need for a live operator. The Help Desk shall be operated within the
United States.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.2.1.3
IWTS Help Desk Procedures Manual
The Prime Contractor shall develop, provide, and maintain written Help
Desk troubleshooting procedures specific to the IWTS service and
environment for use by the Prime Contractor’s organization. The
Procedures will be submitted to CDCR for approval prior to IWTS
transition and upon modification.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 147
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.8.2.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Trouble Ticket Reporting and Tracking System
The Prime Contractor will provide an IWTS Trouble Ticket Reporting and
Tracking System as described in this section:
1)
The CDCR Operations Manager shall have real-time access to all the
information in the Trouble Ticket Reporting and Tracking System
through the IWTS Private Web Portal;
2)
CDCR Authorized Staff shall have the ability to open trouble tickets
by calling the toll free Help Desk number available 24-hours a day,
seven (7) days a week;
3)
A trouble ticket shall be opened for all identified IWTS issues;
4)
A trouble ticket number will be provided to the reporting party when
the ticket is opened;
5)
The Trouble Ticket system shall provide an e-mail notification with all
trouble ticket information to designated CDCR Authorized Staff after
each trouble ticket has been opened and each time the Trouble
Ticket has been modified or updated;
6)
Trouble tickets are to be closed upon successful resolution and only
with the CDCR’s approval by the person that originally opened the
trouble ticket or by the CDCR Operations Manager or their
designated representative;
7)
The Trouble Ticket System shall document and track all impacted
components by their unique inventory identifier via drop down list as
described in Section 6.9.4.1, Current IWTS Inventory Report
(Monthly);
8)
The CDCR Operations Manager shall have online access to the
complete ticket data for the term of the Contract;
9)
Distribution of trouble tickets notifications shall be configurable for
automatic e-mail distribution of updates. E-mailed trouble ticket
notifications will include a URL link that allows the CDCR Operations
Manager to click on and immediately connect to the on-line trouble
ticket system. A log of all e-mail notifications will be automatically
generated and contained in the body of the ticket; and,
10) The Trouble Ticket System shall provide search capability on any
and all fields detailed in the Trouble Ticket Content in this section.
SECTION 6 - Page 148
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.2.2.1
IWTS Trouble Ticket Content
The following fields will be permanently fixed in a drop-down list or
automatically generated fields. These fields shall be searchable and/or
queried for generation of ad hoc reports as defined in Section 6.9.6, Ad
Hoc Reports.
Minimum requirements for each ticket shall include:
1)
Trouble ticket number;
2)
Date and time trouble reported (separate fields);
3)
Date and time trouble resolved (separate fields);
4)
Total time to repair;
5)
Name of person reporting trouble, call back telephone number
and e-mail address;
6)
CDCR facility name where trouble was reported;
7)
Component(s) affected (Examples: Telephones, Monitoring
Terminals, Investigative Workstations, house wiring, Prime
Contractor wiring, network equipment, network transmission,
power, software, programming/ configuration) including the
Equipment Identification as described in Section 6.9.4.1,
Current IWTS Inventory Report (Monthly);
8)
Priority assigned to trouble per Table 6.8.2.3, IWTS Trouble
Ticket Priority Definitions and Responses;
9)
Trouble Ticket Creator (Prime Contractor’s Staff);
10) Reported description of trouble;
11) Name of Prime Contractor’s technician assigned;
12) Date and time technician was dispatched;
13) Date and time technician arrived on-site;
14) Actual description of trouble;
15) Description of resolution;
16) Whether the issue had been previously reported but not
resolved completely. Disposition of the previous trouble ticket;
SECTION 6 - Page 149
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
17) Updates with date and time; and,
18) Notes Section.
The ticketing system shall provide for periodic updates and contain a “note” field
for detailed documentation of events. The periodic updates shall contain a date
and time stamp of update;
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 150
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.8.2.3
Priority
Critical
Major
Minor
Informational
Requests
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Trouble Ticket Priority Definitions and Responses Table
Criteria
Impact: Either the CDCR
Management and Control
System Prime Contractor’s
hosted web-based IWTS
application, or the IWTS
telephone functionality is
‘down’ at multiple sites
simultaneously.
Impact: Ether the CDCR
Management and Control
System or the IWTS telephone
functionality is ‘down’ at one
site or one (1) housing unit. A
down system includes the
inability to record individual
calls, the inability to monitor
individual telephones or the
inability to control the usage of
any telephone.
Impact: The issue is
considered to have a
noticeable, yet minimal and
manageable impact of CDCR
operations. Issues that affect
End-User calls is of a nature
that is not impacting call
completion but still requires
attention in order to meet
Contract requirements. This
includes any individual EndUser complaint regarding
service.
Requests for information,
equipment change requests
and general information
Response Target
15 minutes
Resolution Target
Issue will be continuously worked,
24x7x365, until closure or stabilization.
Status updates are provided in as realtime as possible. Usually CDCR is in
constant contact with the Help Desk.
30 minutes
Issue will be continuously worked, during
the hours of 6:00 am to 7:00 pm PT until
closure or stabilization, which would
result in the issue being downgraded to
minor.
Status updates are provided every four
(4) hours or sooner if developments
occur.
Two (2) hours
Issue will be worked until resolved during
regular business hours (8:00 am to 5:00
pm PT, Monday – Friday, except
California state holidays).
Status updates will be provided at the
end of the business day or sooner as
developments occur.
Four (4) hours
Issue will be worked until resolved during
regular business hours (8:00 am to 5:00
pm PT, Monday – Friday, except
California state holidays).
Status updates will be provided at the
end of the business day or sooner as
developments occur.
Note: the CDCR will work with the Prime Contractor to properly identify the severity of an issue when the issue is
first reported. However, the CDCR reserves the right to escalate the status of any issue to a higher severity at
any time.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 151
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.8.3
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS MAINTENANCE REQUIREMENTS
The Prime Contractor shall provide preventive maintenance as required by the
equipment manufacturer and as necessary to maintain the IWTS service. Preventive
maintenance shall be provided on a schedule which is mutually acceptable to the
CDCR Operations Manager and the Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.1
IWTS Routine and Preventative Maintenance Requirements
The Prime Contractor shall configure IWTS in such a manner that it will not
require on-site support under normal conditions.
The IWTS equipment shall not require on-site routine and preventative
maintenance more than once per month for any site. IWTS software must
be kept up to date as required to satisfy the manufacturer’s recommended
update intervals and will be the sole responsibility of the Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.1.1
Scheduling IWTS Remote and Network Routine Maintenance
The Prime Contractor shall perform any remote, network, routine, or
scheduled maintenance during the off-peak hours of 10:00 p.m. to 6:00
a.m. PT. The Prime Contractor shall provide the CDCR Operations
Manager, with a two-week notice, prior to scheduling this type of
maintenance.
SECTION 6 - Page 152
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.1.2
IWTS Maintenance Procedures and Scheduling Plans
Bidders shall describe, in detail, IWTS Maintenance Procedures
Scheduling Plans, including any remedial maintenance plans.
schedules shall include a Table of Maintenance Components
includes all IWTS hardware with the frequency of required routine
preventative maintenance.
and
The
that
and
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.1.3
Facility-Specific IWTS Maintenance Schedules
The Prime Contractor shall work with CDCR Operations Manager to
develop a schedule for each facility at the discretion of CDCR. The
Prime Contractor shall submit the Schedule of Required Regular IWTS
Maintenance for the equipment and software installed at each facility for
CDCR Operations Manager final approval prior to installation at each
facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 153
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.8.3.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Remedial Maintenance Requirements
Remedial maintenance shall be provided 24-hours a day, seven (7) days a
week.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.2.1
IWTS Remedial Maintenance Response Times
Contactor will respond to trouble ticket issues within the time frames
detailed in Table 6.8.2.3, IWTS Trouble Ticket Priority Definitions and
Responses, including dispatching appropriate resources to the affected
facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.2.2
IWTS Diagnostic Assistance
The Prime Contractor shall respond to all troubles reported on the
IWTS. If the Prime Contractor determines that a malfunction exists due
to equipment or services provided by the CDCR Facility, the Prime
Contractor shall notify the CDCR Operations Manager of the
malfunction and shall assist the CDCR Facility or CDCR’s Contractor(s)
as necessary.
SECTION 6 - Page 154
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.3
IWTS Software Maintenance Requirements
The Prime Contractor shall maintain the following system software
elements:
1)
Standard configuration (software settings, releases, customization);
2)
Maintenance and administration;
3)
Upgrades (i.e., version releases, patches, and hot fixes); and,
4)
Procedures and documentation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.3.4
On-site Administrator
The IWTS shall not require the use of an On-site Administrator to fulfill the
maintenance or any other requirements of this Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 155
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.8.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS TRAINING REQUIREMENTS
6.8.4.1
General IWTS Training Requirements
The Prime Contractor shall provide a customized training plan as described
in Section 6.8.4.1.2, IWTS Training Plan. The Prime Contractor will use
Certified Trainers as described in Section 6.8.4.1.1, Trainer Certification by
CDCR. The Training Plan shall employ an on-site, hands-on, classroom
and train-the-trainer approach at the CDCR Operations Manager office
location.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.4.1.1
Trainer Certification by CDCR
The Prime Contractor shall conduct a training class for the CDCR
Operations Manager (or designated representative) prior to training at
any of the CDCR facilities. This test class shall allow the CDCR to
direct modification of the training syllabus to match the actual CDCR
environment and configuration, as well as to standardize the training
format, materials and terms. Each of the Prime Contractor’s trainers
must obtain certification from the CDCR Operations Manager that the
trainer has the skills and knowledge to effectively train the CDCR staff
on the IWTS. The Prime Contractor shall provide a Training Plan at
least two (2) weeks prior to the first CDCR Trainer Certification
presentation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 156
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.8.4.1.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Training Plan
The IWTS Training Plan shall contain a complete syllabus of how
CDCR Authorized staff will be effectively taught to use the IWTS. The
Training Plan shall include the goals, objectives, timelines, and
benchmarks associated with each training component. The IWTS
Training Plan shall also identify each piece of training material included
in the lesson plan, (i.e., a MS Power Point presentation or quick
reference guide, or ‘wiki’ type links) as well as their intended use and
method(s) of distribution. This IWTS Training Plan shall be subject to
approval by CDCR Operations Manager and modifications as directed.
The IWTS Training Plan shall be kept current by the Prime Contractor
and take into account any modification of features and functionality.
The Prime Contractor will provide post-installation training/support
materials that may be used as refresher training including customized
help menus provided in each application, web-based FAQs, Help Desk
support and self-contained training programs (e.g., DVD, web-based).
Bidders shall describe the additional methods of training they intend to
provide for IWTS. These training materials and modification shall be
subject to approval by CDCR Operations.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.4.2
Methods of Training for IWTS
The Prime Contractor shall provide training for the following:
6.8.4.2.1
IWTS Investigative Workstation Training
The Prime Contractor shall provide Investigative Workstation Training
on-site in a hands-on environment following initial installation at each
facility. Each site will require one (1) training session during normal
business hours with an estimate of five (5) personnel per active
workstation.
SECTION 6 - Page 157
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.4.2.2
IWTS Live Monitoring Terminal Training
The Prime Contractor shall provide Live Monitoring Terminal train-thetrainer training on-site in a hands-on environment to the CDCR
Operations Managers or on limited occasions on-site and hands-on as
requested by the CDCR Operations Managers.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.4.2.3
IWTS Administration Training
The Prime Contractor shall provide IWTS Administration Training to the
CDCR-HQ Administrative staff prior to IWTS transition and
implementation and as needed throughout the term of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.8.5
IWTS USER MANUALS FOR CDCR AUTHORIZED STAFF
The Prime Contractor shall provide and maintain current IWTS User Manuals for
CDCR Authorized Staff.
SECTION 6 - Page 158
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1) Customized CDCR user manuals shall contain information that pertains
specifically to CDCR authorized staff’s use of the IWTS functionality. There
shall be no references to any features or functionalities that are not provided in
the IWTS environment.
2) CDCR user manuals shall contain detailed and clear instructions on the
operation of the IWTS and software.
3) CDCR user manuals shall be provided prior to the installation at the first
correctional facility and subject to CDCR approval.
4) CDCR user manuals shall be updated at each site as software version updates
and system configuration changes are made.
5) The CDCR user manuals may be copied by the State.
6) The Prime Contractor shall develop and maintain current hard-copy and online
documentation of each CDCR user manual necessary for the IWTS and make
the documentation available to CDCR upon request.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9
IWTS TOOLS AND REPORTS
This section describes the IWTS Tools and Reports to be provided by the Prime Contractor as
management and oversight tools that the State will use throughout the Contract term.
Each tool and report template will be subject to State approval of report layout, detail and
formatting. The Prime Contractor shall implement modifications to the reports during the term of
the Contract at the State’s request at no additional cost.
Within 45 calendar days after Contract award, the State and Prime Contractor will meet to
discuss the timelines and due dates for the implementation and delivery of the tools and reports
in this section. If the Prime Contractor fails to meet the agreed upon implementation and
delivery dates, the State will apply IWTS Service Level Agreements (SLA) to the applicable
Tools and Reports described in Section 6.12.4, IWTS Administrative Service Level Agreements.
All monthly reports shall be provided on a calendar month basis and electronic copies shall be
delivered in Excel file format by the tenth (10th) business day following the end of the reporting
period month and posted to the IWTS Private Web Site.
Bidders shall provide examples of each report listed below with the Bid response.
SECTION 6 - Page 159
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1
IWTS INVESTIGATIVE TOOLS AND REPORTS
The IWTS shall be capable of generating the following Reports from the IWTS
Investigative Workstations and the Prime Contractor hosted web-based IWTS
application.
Investigative Reports shall be available on demand rather than generated on a regular
basis. Authorized staff shall be able to define the sort parameters and report content
for each report. The ability to generate Investigative Reports will be dependent upon
the CDCR Authorized Staff’s user profile.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.1
IWTS Investigative Report Format
All IWTS Investigative Reports shall be capable of saving in either Excel or
Adobe format. Specific format requirements include:
SECTION 6 - Page 160
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1) The cover page shall include the name of the report, date/time report
was generated, the search criteria as described in Section 6.9.1.2,
Investigative Report Fields, and total number of calls listed in the report;
and,
2) All subsequent pages shall include:
a) A header with titles of the respective report field columns,
b) The footer shall include the page number and total number of
pages (i.e., 2 of 5), date/time report was generated, the authorized
user id and investigative workstation identifier that the report was
generated from; and,
c) Sequential numbering in the first column that corresponds with the
individual calls listed on the report.
All reported time and date information shall reflect Pacific Time. The time
and date information shall be synchronized with the same time source that
provides the CDR at each facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.2
IWTS Investigative Report Fields
Each report shall provide the following information on each IWTS call, with
the capability of sorting data by each field:
1)
Link to Call Recording with indicator if call was recorded or not;
2)
BNA;
3)
Notes Field;
4)
Indicator of Played Calls including User ID, Date and Time;
5)
Indicator of Copied Calls including User ID, Date and Time;
6)
IWTS Station Identifier;
7)
CDCR Facility;
8)
IWTS Station Location within the CDCR facility;
9)
Destination Number (with partial field search capability using a wild
card);
10) Date and Time of IWTS Call;
SECTION 6 - Page 161
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
11) Call Duration (mm:ss);
12) Cost of IWTS Call;
13) Unique File Identifier of Recording;
14) Start Code (drop down list of options provided by the system);
15) End Code (drop down list of options provided by the system);
16) TTY Calls;
17) Alert Group;
18) Rate Type;
19) Call Type;
20) Three-Way calling flag; and,
21) Termination to a Cell Phone flag.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3
IWTS Investigative Reports
The IWTS shall include the Investigative Reports listed in this section.
6.9.1.3.1
IWTS Call Detail Reports
The Call Detail Report shall provide the results of specific search criteria
during a specific time period including a list of all the IWTS calls that
meet the user defined search criteria in a logical presentation and not
as a data string. This report shall include all of the elements of the Call
Detail Record described in Section 6.3.3.9.1, IWTS Call Detail Record
Content.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 162
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.9.1.3.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Custom Query
Custom Queries provide CDCR Authorized Staff the ability to define
specific search criteria and save the unique settings with a unique
report name for future use by logged in user. The unique report will be
tied to the CDCR Authorized Staff’s user ID.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.3
IWTS Frequency by Origination Report
The Frequency by Origination Report shall list the IWTS calls from a
specific IWTS Telephone and shall include each destination number
called and the quantity of completed and attempted calls during a
specified period.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.4
IWTS Frequency by Destination Report
The Frequency by Destination Report shall list all of the destination
numbers called during a specified period and the quantity of times the
IWTS calls that were made to each destination number.
SECTION 6 - Page 163
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.5
IWTS Alert Group by Destination Report
The IWTS Alert Group by Destination Report shall list all of the calls that
were made during a designated time period to any destination numbers
that have been designated in the Facility Phone List as an active Alert
Group.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.6
IWTS Alert Group by CDCR Authorized User Report
The IWTS Alert Group by CDCR IWTS Authorized User Report shall list
all of the destination numbers that have been designated in the IWTS
Facility Phone List as an active Alert Group by a specific CDCR
Authorized User.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 164
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.9.1.3.7
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Shared Destination Report
The IWTS Shared Destination Report lists destination numbers that
have received calls from multiple CDCR Facilities within the specified
time period.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.3.8
IWTS Station Configuration Report
The IWTS Station Configuration Report lists the unique telephone
station number for each IWTS Telephone within the designated
facility(s). This report shall list the IWTS Station Identifier, the
telephone location and the last time the station configuration record was
updated.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.4
Search Fields Available for IWTS Ad Hoc Reports
The Investigative Workstation tool will include user friendly filters and sort
criteria to customize the Investigative reports. The CDCR Operations
Manager shall request from the Prime Contractor IWTS Customer Service
Ad Hoc Reports that may include a compilation of information from the
other reports described in Section 6.9.1, IWTS Investigative Tools and
Reports. This ad hoc capability will include the ability to request reports by
the search parameters listed in the various reports’ database fields:
1)
Report Type;
2)
CDCR Facility(s);
3)
Start Date/Time;
4)
End Date/Time;
SECTION 6 - Page 165
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
5)
Sort Order (dropdown of all report fields);
6)
BNA;
7)
IWTS Telephone Type;
8)
IWTS Station Identifier;
9)
Station Location;
10) Destination Number (with partial field search capability);
11) Authorized CDCR Staff User ID;
12) Custom Definable Field;
13) Completed Calls;
14) Incomplete Calls;
15) Recorded Calls;
16) Played Calls (including user ID date/time);
17) Three-Way calls;
18) Copied Calls (including user ID date/time;
19) Calls with Notes (including user ID date/time);
20) Call Duration (with definable field to select a range in mm:ss);
21) Start Code (with drop down list);
22) End Code (with drop down list);
23) Alert Group;
24) Rate Type (with drop down list); and,
25) Call Category with drop down list.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 166
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.9.1.5
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
CDCR IWTS Administrative Reports
6.9.1.5.1
IWTS User ID Creation Report
The IWTS User ID Creation Report shall reflect the activity of User ID
accounts created/activated during a specific reporting period. This
Report shall indicate the name of the CDCR Operations Manager or
Prime Contractor’s Authorized Staff who created/activated the account
with the date and timestamp. This report shall detail the CDCR
Operations Manager or IWTS Authorized Staff’s user ID, the user
profiles created/activated, the date the profile was deactivated, the
unique numeric code generated when a user profile is created, last time
logged in, and all updates to the profile.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.5.2
IWTS Audit Log Report
The Audit Log Report shall contain the IWTS Investigative User loggedin time and activities (files accessed, calls copied, calls played back,
and notes input) during a specific reporting period.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.5.3
IWTS Live Monitoring Terminal Activity Report
The Live Monitoring Terminal Activity Report shall provide a report of
the ON/OFF status of the IWTS Live Monitoring Terminals during a
specific reporting period. This report shall include the identification of
the IWTS Live Monitoring Terminal, and the times that each Terminal
was turned on or off. (Refer to 6.4.2.4, IWTS Live Monitoring Terminal
Identification), all authorized user’s log-on and log-off time,)
SECTION 6 - Page 167
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.5.4
IWTS Passive Acceptance Report
The Passive Acceptance Report details the destination numbers that
have been set for passive acceptance, including the unique IWTS user
identifier of the CDCR Operations Manager that entered or modified the
passive acceptance status. This report will include the date/time stamp
of status changes to each destination number.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.5.5
IWTS Blocked Number Report
The IWTS Blocked Number Report details the telephone numbers that
have been identified as unauthorized to receive IWTS calls. The IWTS
Blocked Number Report will include the unique user identifier of the
personnel that entered or modified the Blocked Number status as well
as the dates of status changes to each number.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 168
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.9.1.5.6
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Do Not Record Report
The IWTS Do Not Record Report details the telephone numbers that
have been set to not be recorded. The Do Not Record Report shall
include the unique user identifier of IWTS personnel that entered or
modified the “do not record” status as well as the dates of status
changes to each number.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.1.5.7
IWTS Data Backup Validation Report
The Prime Contractor shall provide IWTS Data Backup Validation
Reports of the data backups to the CDCR Operations Manager on a
monthly basis. These statements shall include confirmation of all file
backups. Complications or problems associated with backup processes
shall also be identified in these monthly reports.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.2
FORMAT OF MONTHLY IWTS REPORTS
The header of each report (to appear centered on each page) shall have the name of
the report and the reporting period (month and year). The footer shall include the page
number and number of pages and “Date Printed: mm/dd/yyyy”.
All reported time and date information shall reflect PT. The time and date information
shall be synchronized with the same time source that provides the CDR at each
facility.
Monthly reports shall include daily totals and a summary of all data at the bottom of the
report.
SECTION 6 - Page 169
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Summary reports shall be provided for all monthly reports detailing the summary detail
from the monthly reports on a cumulative basis. Summary reports shall begin with the
first month of the Contract and continue with updates for each month throughout the
term of the Contract with annual subtotals. Unless otherwise requested by the State,
annual reports will be based on the calendar year.
Working with the CDCR Operations Manager, the Prime Contractor shall identify
components of the reports that will benefit from conditional formatting to highlight
exception (above, below or otherwise outside of excepted ranges) detail. Use of color
on reports for titles, conditional formatting and other report elements shall be limited to
shades that will remain readable when printed in black and white.
Reports shall not be password protected and shall not be copyrighted or classified as
proprietary.
Prior to delivery of the first report set, the State will determine whether the reports shall
be delivered as separate and unique files and/or as sheets within a single Excel file.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.3
IWTS CUSTOMER SERVICE REPORTS
The Prime Contractor shall provide monthly customer service reports as described.
6.9.3.1
IWTS Trouble Ticket Report
IWTS Trouble Ticket Report shall be provided on a calendar month basis
and electronic copies shall be delivered in Excel file format by the tenth
(10th) calendar day following the end of the reporting period month.
The IWTS Trouble Ticket Report tracks the status and activity of trouble
ticket activity each month. The IWTS Trouble Ticket Report shall be
provided in Excel format so that the CDCR can sort the report on any of the
Report fields. Fields to be included in the IWTS Trouble Ticket Report are
as follows:
1)
IWTS Trouble Ticket Number;
2)
Date and Time Trouble was Reported;
3)
Time and Date Trouble was Closed;
SECTION 6 - Page 170
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
4)
CDCR Facility Name;
5)
Severity of Service Issue (as reported);
6)
Type of Service Reported;
7)
Description of Service Issue;
8)
Issue Resolution;
9)
Follow-up Required; and,
10) The sum of trouble tickets shall be listed at the bottom of the report,
tallying the number of closed tickets and tickets remaining open. The
summary of the trouble ticket information shall be carried forward to
the IWTS Trouble Ticket Summary Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.3.2
IWTS Daily Average Speed of Answer Reports (Monthly and Summary)
The IWTS Average Speed of Answer (ASA) Report tracks how quickly
initial answering is provided to callers as one of the methods of measuring
and tracking the quality of service provided. The ASA information shall be
presented in daily measurements and not as an average of averages. The
report shall detail the number of Calls Presented, Call Answered, Calls
Abandoned, ASA and Talk Time for each day of the month (show date and
day of the week). Talk Time is the time that a caller is connected to a
Customer Service Representative (CSR) and does not include the time
while connected to the IVR system.
All ASA data shall be provided separately for calls routed to both English
and Spanish speaking IWTS Customer Support personnel.
This
information shall be summarized at the bottom of the report and carried
forward to the IWTS Daily ASA Summary Report.
SECTION 6 - Page 171
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.3.3
IWTS Customer Service Call Volume Reports (Monthly and Summary)
The IWTS Customer Service Call Volume Report measures and tracks the
quantities of each type of Customer Service contact by type of contact.
Types of contacts include calls listed by each published IWTS Customer
Service Number (English, Spanish, TTY, International and others), contacts
by letter, e-mail and fax. The information shall be summarized at the
bottom of the report and carried forward to the Call Volume Summary
Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.3.4
IWTS Customer Service Issues by Type Reports (Monthly and Summary)
The IWTS Customer Service Issues by Type Report measures and tracks
the different types of complaints, issues and compliments. Working with
the CDCR Operations Manager, the Prime Contractor shall identify the
unique categories that describe the type of complaints, issues and
compliments being received by IWTS Customer Service. The report shall
summarize each of the categories into the quantity of items received,
cleared on first contact, cleared in 24-hours, cleared since last reporting
period and still open. Each of these periods shall be summarized at the
bottom of the report and carried forward to the IWTS Customer Service
Issues Summary Report.
SECTION 6 - Page 172
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.3.5
IWTS Customer Service Ad Hoc Report Capability
The CDCR Operations Manager shall request from the Prime Contractor
Customer Service Ad Hoc Reports that may include a compilation of
information from the other Customer Service Reports described in Section
6.9.3, IWTS Customer Service Reports. This ad hoc capability will include
the ability to request reports by time frames, called party’s telephone
number, type of issue and any other database field.
Bidders shall describe the ad hoc capability they will provide for IWTS,
including fields that will be provided and any search restrictions.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.4
IWTS SERVICE, SUPPORT, AND MAINTENANCE REPORTS
The IWTS Service, Support, and Maintenance Reports shall be provided on a calendar
month basis and electronic copies shall be delivered in Excel file format by the tenth
(10th) calendar day following the end of the reporting period month. Information
included in the reports shall only be related to IWTS activities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 173
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.9.4.1
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Current IWTS Inventory Report (Monthly)
The Current IWTS Inventory Report provides the CDCR Operations
Manager with a complete accounting of the equipment located at CDCR
facilities and connected to the IWTS (whether the Prime Contractor
installed or State owned). The Current IWTS Inventory Report shall include
a separate listing of all equipment at each CDCR facility and a summary of
the total inventory at each facility, by Category of Facility (as defined below)
and statewide totals.
The following fields shall be included for each facility:
1)
Category of Facility (Adult Institution, Adult Camp, Community
Correctional Facility, Female Offender Program, Youth Facility,
Youth Camp, CDCR Field Offices);
2)
Name of the Facility;
3)
Physical Address;
4)
Name of the serving LEC;
5)
Size of Rack space available (where applicable);
6)
The following elements shall be included for each piece of
equipment;
a) Type of hardware equipment:
i.
IWTS Telephone Set;
ii.
Live Monitoring Terminal;
iii.
Live Monitoring Station with Hardwired Cut-Off Switch;
iv.
Investigative Workstation;
v.
Router;
vi.
Modem;
vii.
Uninterruptible Power Supply;
viii.
LAN;
ix.
Controller; or,
x.
Any other type of hardware associated with the IWTS.
b) Equipment Identification Number;
c) Equipment Location:
i.
Housing Unit;
ii.
Yard Location; or,
iii.
Building Location.
d) Type of telephone:
i.
Standard IWTS telephone; or
ii.
TDD/TTY telephone (portable or fixed).
SECTION 6 - Page 174
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
e) Type of Telephone Environment:
f)
i.
Indoor; or
ii.
Outdoor.
Type of Telephone Enclosure:
i.
Wall enclosure;
ii.
Booth with doors;
iii.
Booth without doors; or
iv.
Holding cell.
g) Type of Telephone Mounting:
i.
Wall Mount;
ii.
Pedestal Mount;
iii.
Cart Mount;
iv.
TDD/TTY Portable Mounting; and,
v.
TDD/TTY Fixed Mount.
A summary total of each element shall be provided at the bottom of the
report for each individual CDCR facility, for each Category of Facility, and
summary for all CDCR facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.4.2
IWTS Network Performance Reports
The IWTS Network Performance Reports will be identified by the State on
an as-needed basis to support network oversight and SLA compliance.
These reports may be a modification of existing report sets or a unique
combination of other measuring and tracking elements. The Prime
Contractor shall work cooperatively with the State in developing these
reports. The State may request that the report template become a standard
monthly report to be included with other monthly reports.
SECTION 6 - Page 175
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.5
IWTS CALL VOLUME AND REVENUE REPORTS (MONTHLY AND SUMMARY)
The purpose of IWTS Call Volume and Revenue Reports is to measure and track
IWTS Call Volume and the associated Revenue. Reports of IWTS Telephone System
Call Volume shall be provided on a calendar month basis and delivered in electronic
format in Microsoft Excel file format and posted on the IWTS Private Web Portal by the
tenth (10th) calendar day following the end of the reporting period month. These
reports will present the Call Volume from several perspectives as described in this
section.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.5.1
IWTS Call Volume by Facility Report (Monthly and Summary)
The IWTS Call Volume by Facility Report will list separately the Call Elements
for each CDCR facility.
Call Elements include Call Attempts, Call
Completions, Call Conversation Minutes and Call Revenue as columns.
Separate rows will subdivide the Call Volume by Local, IntraLATA, InterLATA,
Interstate and International Call Volume with a row for the total of all call
traffic. Youth Facilities shall be listed first with a separate subtotal for all of
these facilities. The Adult Facilities will also have a separate subtotal. A
summary row for each facility will be included and a Summary Table detailing
the summation of each call destination (Intrastate, Interstate and
International) by Call Element of all facilities will be provided at the end of the
report. The Summary Table for each month will be carried forward to the
cumulative IWTS Call Volume Summary Report.
SECTION 6 - Page 176
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.5.2
IWTS Call Volume by Category of Call Type Report (Monthly and Summary)
The IWTS Call Volume by Category of Call Type Report will list separately,
as columns, each of the Call Categories with sub-columns of Completed
Calls, Conversation Minutes and Revenue with columnar totals and totaled by
row with each of the Call Type (Local, IntraLATA, InterLATA, Interstate and
International). Each of these Call Categories (with their sub-columnar
elements) shall be summarized at the bottom of the report and carried
forward to the Call Volume by Type of Call Summary Report. The report shall
also list the total number of unique destination numbers called during the
report period on a separate row.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.5.3
IWTS Daily Call Volume by Call Type Report
The IWTS Daily Call Volume by Call Type Report will provide a daily view of
the Call Volume listing the Local, IntraLATA, InterLATA, Interstate and
International Call Volume in columns with sub-columnar listings of calls,
minutes and revenue for each of the destination types. Rows will list each
day of the month with the date and day of the week with a summary row at
the bottom of the report.
SECTION 6 - Page 177
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.5.4
IWTS Daily Call Volume for International Calls Report
The IWTS Daily Call Volume for International Calls Report will provide a daily
view of the Call Volume listing the countries in columns with sub-columnar
listings of calls, minutes and revenue for each of the countries. Rows will list
each day of the month with the date and day of the week with a summary row
at the bottom of the report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.9.5.5
IWTS Data File
Upon the request of the State, the Prime Contractor shall produce a comma
delimited (*.CSV) text file of all call records and call record elements for a
given timeframe. The request may be on an Ad Hoc or on a reoccurring
monthly basis. Delivery of the file shall be within five (5) calendar days of the
request. There shall be no limit to the time period of the requested data, from
the beginning of the Contract period to the date of the request. The State
may request that the data be filtered or sorted on any of the data elements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 178
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.9.6
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS AD HOC REPORTS
IWTS Ad Hoc Reports will be identified by the State on an as-needed basis. These
reports may be a modification of existing report sets or a unique combination of other
measuring and tracking elements. The Prime Contractor shall work cooperatively with
the State in developing the IWTS Ad Hoc Reports. There shall be no limit to the
number of ad hoc report requests. Upon identifying a report template, the Prime
Contractor will deliver the report within ten (10) calendar days. The State may request
that the report template become a standard monthly report to be included with other
monthly reports.
The IWTS Ad Hoc Reports shall allow the State to generate reports from any element
in the database that may be useful in performing trending, statistical analysis or other
State obligatory requests.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10
IWTS FINANCIAL REPORTS
The Prime Contractor shall provide recurring monthly revenue reports to the State Contract
Manager identified in SOW, Section 4, Administration of Contract, by the tenth (10th) calendar
day of each month. These reports are separate from the monthly reporting process described in
Section 6.9, IWTS Tools and Reports.
The report shall have header and footer appear on each page with the name of the report and
reporting period centered on the header of each page. The footer shall include the page
number and number of pages and “Date Printed: mm/dd/yyyy”.
The Prime Contractor shall provide these reports on a calendar month basis and deliver in
electronic format in Microsoft Excel and posted to the IWTS Private Web Portal. All revenue
figures shall be calculated and displayed in U.S. dollars and cents.
For purposes of these reports, Call Categories are defined as follows (other call categories shall
be added as necessary):
1) Collect Local;
2) Collect IntraLATA;
3) Collect InterLATA;
4) Collect Interstate;
5) Prepaid Local;
SECTION 6 - Page 179
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6) Prepaid IntraLATA;
7) Prepaid InterLATA;
8) Prepaid Interstate;
9) Prepaid International (per country); and,
10) Prepaid cellular.
The Prime Contractor will provide each of the Financial Reports described for CDCR facilities
identified in Exhibit 6-C1, Adult Institution IWTS Locations, through 6-G1, Youth IWTS Facility
Locations, by facility to the Statewide Telecommunications Network Division, Contracts
Management Section as identified in SOW, Section 4, Administration of Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.1 IWTS SUMMARY MINUTES BY CALL CATEGORY REPORT
The Prime Contractor shall provide as part of the monthly revenue reports an IWTS
Summary Minutes by Call Category Report, which shall include the following:
1)
Report period (month);
2)
Local, IntraLATA, InterLATA, Interstate, International grouping;
3)
Number of calls (by each Call Category);
4)
Minutes of calls (by each Call Category);
5)
Gross billable call revenue (by each Call Category);
6)
Totals calculated and displayed for total calls for each correctional facility;
7)
Totals calculated and displayed for total minutes for each correctional facility;
8)
Totals calculated and displayed for gross billable call revenue for each
correctional facility; and,
9)
Totals calculated and displayed for each Call Category, total calls, total minutes,
and total revenue across all correctional facilities and shall include subtotals and
totals for each of the categories.
SECTION 6 - Page 180
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.2 MONTHLY IWTS DISTRIBUTION OF REVENUES BY CALL CATEGORY
SUMMARY
The Prime Contractor shall provide as part of the monthly revenue reports a Monthly
IWTS Distribution of Revenues by Call Category Summary. This report shall be the
summation of all calls placed through IWTS for the entire State and supporting
documentation from each individual correctional facility. The following information shall
be included for each Call Category:
1)
Report period (month);
2)
Local, IntraLATA, InterLATA, Interstate and International grouping;
3)
Call party by location;
4)
Total calls by Call Category;
5)
Percentage of total calls;
6)
Average minutes per call by Call Category;
7)
Minutes of calls by Call Category;
8)
Rate per minute by Call Category;
9)
Percentage of total minutes by Call Category;
10) Per minute revenue by Call Category;
11) Gross billable surcharge revenue by Call Category;
12) Gross billable revenue by Call Category;
13) Percentage of gross billable revenue by Call Category; and,
14) Grand totals calculated and displayed for each Call Category, total calls, total
average minutes per call, total minutes, total per minute revenue, total gross
billable surcharge revenue, and total gross billable revenue across all CDCR
facilities. These shall include subtotals and totals for each of the categories.
SECTION 6 - Page 181
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.3 IWTS CORRECTIONAL FACILITY SUMMARY REPORT
The Prime Contractor shall provide, as part of the monthly revenue reports, an IWTS
Correctional Facility Summary Report which shall include the following:
1)
Report period (month);
2)
Correctional facility name;
3)
Number of calls;
4)
Minutes of calls;
5)
Gross billable revenue including unique calls and international calls;
6)
Totals calculated and displayed for total calls for each correctional facility;
7)
Totals calculated and displayed for total minutes for each correctional facility;
8)
Totals calculated and displayed for gross billable revenue for each correctional
facility;
9)
Totals calculated and displayed for the number of unique called numbers for
entire Contract; and,
10) Totals calculated and displayed for the total number of International calls for the
entire Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.4 MONTHLY IWTS REVENUE ANALYSIS REPORT
The Prime Contractor shall provide a Monthly IWTS Revenue Analysis Report which
shall include:
1)
Report period (month);
SECTION 6 - Page 182
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
2)
Correctional facility name;
3)
Local, IntraLATA, InterLATA, Interstate and International grouping;
4)
Gross billable revenue (by call type) for each month in current State fiscal year
(July through June);
5)
Total gross billable revenue across all collect call types per month in State fiscal
year;
6)
Subtotals for each Call Category for a correctional facility across the State fiscal
year (to date); and,
7)
Grand totals of all subtotals of each of the categories calculated and displayed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.5 CUMULATIVE IWTS USAGE FOR STATE FISCAL YEAR AND CALENDAR YEAR
REPORTS
The Prime Contractor shall provide as part of the monthly revenue reports Cumulative
IWTS Usage for Fiscal Year and Calendar Year reports. The Cumulative IWTS Usage
for Fiscal Year report shall include a summary for all months in a State fiscal year (July
through June). The Cumulative IWTS Usage for Calendar Year shall include a
summary for all months in a calendar year (January through December). Reports shall
include:
1)
Report period (month);
2)
Local, IntraLATA, InterLATA, Interstate and International grouping;
3)
Called party by location;
4)
Total calls by Call Category;
5)
Percentage of total calls;
6)
Average minutes per call by Call Category;
7)
Minutes of calls by Call Category;
8)
Rate per minute by Call Category;
9)
Percentage of total minutes by Call Category;
10) Per minute revenue by Call Category;
11) Gross billable surcharge revenue by Call Category;
12) Gross billable revenue by Call Category;
SECTION 6 - Page 183
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
13) Percentage of gross billable revenue by Call Category;
14) Grand totals for each month calculated and displayed for each Call Category, total
calls, total average minutes per call, total minutes, total gross billable surcharge
revenue, and total gross billable revenue for each month. These shall include
subtotals and totals for each of the categories; and,
15) Cumulative grand totals for the year (both State fiscal and calendar) calculated
and displayed for total Local, IntraLATA, InterLATA,, Interstate, and International
calls, total average minutes per call, total minutes, total per minute revenue, total
gross billable surcharge revenue, and total gross billable revenue.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.6 MONTHLY IWTS BASELINE TRACKING REPORT
The Prime Contractor shall provide as part of the monthly revenue reports a Monthly
IWTS Baseline Tracking Report. The Monthly IWTS Baseline Tracking Report shall
include a summary for all months in a State fiscal year (July through June) and in a
calendar year (January through December). The report shall track total Contract
minutes for each month to compare running total minutes with established Baseline
Run Rate annual minutes. The report shall include:
1)
Month;
2)
Total minutes;
3)
Cumulative grand totals for the year (both State fiscal and calendar) shall be
calculated and displayed for total minutes;
4)
Established baseline call high volume thresholds shall be displayed;
5)
Difference between cumulative grand total for the year and the baseline call
volume threshold shall be calculated and displayed; and,
6)
Difference calculated in 5) above shall be divided by established baseline call
volume threshold and shall be displayed.
SECTION 6 - Page 184
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.10.7 CUMULATIVE MONTHLY IWTS ADMINISTRATIVE FEES REPORT
The Prime Contractor shall provide a Cumulative Monthly Administrative Fees Report
to the State which shall include:
1)
State fiscal year;
2)
Monthly;
3)
Wired date;
4)
Wired amount;
5)
Total cumulative wired amount to date;
6)
Wired transaction number; and,
7)
Contact phone number.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.11
IWTS WEB SITE PORTALS
The Prime Contractor shall provide an IWTS public and private web portals. The public web
portal shall address the needs of called parties. The private web portal will address the needs
of the State staff required for the administration and oversight of the IWTS as well as the
Authorized Investigative Users. The portals shall be accessible using the latest versions of
industry standard browsers for both PC and Apple platforms. At the State’s request, the Prime
Contractor shall make system changes at no additional cost or increase to billing rates.
SECTION 6 - Page 185
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.11.1 IWTS PUBLIC WEB SITE
The Prime Contractor shall provide and maintain an IWTS Public Web Site that shall
be updated weekly. All information, data and forms must be approved by CDCR
Operations Manager before posting to this web site. The web site shall include the
following:
1)
A list of all products and services with descriptions and product codes, including
product and service features;
2)
Product and service rates;
3)
Contract language and amendments;
4)
Customer’s Frequently Asked Questions (FAQs);
5)
Customer ordering instructions;
6)
End-User Escalation Process;
7)
URL to the IWTS on-line User Guide;
8)
URL to State and/or CDCR web site;
9)
Description of payment options;
10) Customer Service toll free numbers for Domestic and International calls;
11) A current list of International Countries serviced;
12) Customer service trouble reporting contact information (Intrastate, Interstate and
International); and,
13) Access to End-User account and URL to payment services as described in
Section 6.14, IWTS Billing Requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 186
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.11.2 IWTS PRIVATE WEB SITE
The Prime Contractor shall provide and maintain an IWTS Private Web Site that shall
be updated weekly. The Prime Contractor shall use the IWTS Private Web Site to
provide the State with access to administrative tools, Investigative capability, service
level agreement reports, fiscal management reports, training and other tools and
reports as requested by CDCR and the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.11.3 PRIME CONTRACTOR HOSTED WEB-BASED IWTS APPLICATION
The Prime Contractor shall host a web-based IWTS application with two-factor
authentication accessible to authorized users through the CDCR network only. The
web-based application shall provide the State with access to administrative tools,
investigative capability, data search capabilities, service level agreement reports,
training and other tools and reports as requested by the State.
The web-based IWTS application shall be compatible with Microsoft Internet Explorer
7 and newer.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.11.3.1
System Use Notification/IWTS Log-In Screen
Upon log-in, the web-based IWTS application shall:
SECTION 6 - Page 187
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
1)
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Display an approved system use notification message or banner
before granting access to the IWTS service that provides privacy and
security notices consistent with applicable federal laws, Executive
Orders, directives, policies, regulations, standards, and guidance,
and state that:
a) Users are accessing an official State of California information
system;
b) System usage may be monitored, recorded, and subject to
audit; and,
c) Unauthorized use is prohibited and subject to criminal and
civil penalties.
2)
Retain the notification message or banner on the screen until users
take explicit actions to log on to or further access the information
system.
The Prime Contractor shall modify the notice at the CDCR Operations
Manager’s request.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.11.3.2
IWTS Log-Out Screen
The Log-Out icon will be used when authorized users log out of the
web-based IWTS application.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.11.3.3
IWTS Concurrent Session Control
The application shall limit the number of concurrent sessions for each
system account to a single session.
SECTION 6 - Page 188
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.11.3.4
IWTS Application Session Expiration
The application shall time out user session after 15-minutes of inactivity
and prevent further access to the system.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.12
IWTS SERVICE LEVEL AGREEMENTS
The intent of this section is to provide the End Users, CDCR Authorized Staff and Prime
Contractor with requirements that define and assist in the management of the IWTS Service
Level Agreements (SLAs). This section identifies and explains the required SLAs for the
business and systems requirements. The Prime Contractor’s services include everything from
the planning and installation of the on-site IWTS to the ‘back-end’ systems that manage, control
and support each of the components that make up the complete IWTS.
This section defines performance objectives, measurement processes, and Rights and
Remedies.
General Requirements:
The Prime Contractor shall act as the single point of contact coordinating all entities to
meet the State’s needs for provisioning, maintenance, restoration and resolution of
service issues or that of their Affiliates, subsidiaries, any Subcontractors, or resellers
under this Contract.
All SLAs will be applied 24 hours a day, seven (7) days a week.
All SLAs shall be classified as either Technical or Administrative.
SECTION 6 - Page 189
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Unless otherwise stated in the SLA, all technical SLAs shall be applied to all systems and
components.
1) The Prime Contractor shall monitor all service levels and identify when the service has
failed to meet the SLA objective identified in Sections 6.12.3, IWTS Technical Service
Level Agreements, and 6.12.4, IWTS Administrative Service Level Agreements. The
Prime Contractor will apply rights and remedies in accordance with SOW Section 11,
Annual Run Rate and Cost Adjustments. The Prime Contractor will apply and report all
SLA occurrences to the State on a monthly basis in accordance to Section 6.12.5, IWTS
Service Level Agreement Reports.
2) The State will perform periodic SLA audits to ensure the Prime Contractor is accurately
identifying, reporting and applying remedies for all SLAs. There is no expiration for
applying Rights and Remedies. The State may elect to recalculate any previous years’
IWTS Run Rate Minutes of Use Method or SLA Run Rate Method as defined in SOW,
Section 11, Annual Run Rate and Cost Adjustment, as a result of a revised monthly SLA
report. The Prime Contractor shall correct all errors within 30 calendar of written
notification from the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.12.1 IWTS RIGHTS AND REMEDIES
If an outage/performance event fails to meet one (1) or more of the IWTS SLA
objectives, only the SLA with the largest IWTS Rights and Remedies will be applied.
To the extent that Prime Contractor offers additional or more advantageous rights
and/or remedies to customers for similar services offered through other on-line service
guides or other programs, the State shall be entitled to exercise the rights and/or
remedies therein.
Rights and Remedies will apply to each SLA in which the SLA objective was missed.
The Rights and Remedies compensation for missed SLA objectives may require the
Prime Contractor to apply “usage minutes” to the “Run Rate” totals every month as
described in SOW, Section 11, Baseline Run Rate and Cost Adjustments.
The Prime Contractor will apply the Rights and Remedies for each device,
circuit/phone number, and application impacted by the service failure.
The Prime Contractor will automatically calculate, report, and apply all Rights and
Remedies.
SECTION 6 - Page 190
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Rights and Remedies shall be assessed monthly and applied toward the Run Rate
totals within 60 calendar days from the last day of the month in which the SLA
objective was missed.
In addition, Rights and Remedies for all SLAs will allow the option for the State to
invoke the escalation process described in Section 6.13.3, IWTS Escalation Plan.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.12.2 IWTS TROUBLE TICKET STOP CLOCK CONDITIONS
The IWTS Trouble Ticket Stop Clock Conditions will allow the Prime Contractor to
adjust the SLA outage durations based on the criteria described below.
Stop Clock criteria include:
1)
Periods when a restoration or testing effort is delayed at the specific request of the
CDCR authorized staff. The Stop Clock condition shall exist during the period the
Prime Contractor was delayed, provided that reasonable and documented efforts
are made to contact the CDCR authorized staff during the applicable Stop Clock
period.
2)
Time after a service has been restored, but CDCR authorized staff request that
the ticket be kept open for observation. If the service is later determined by the
CDCR authorized staff to not have been restored, the Stop Clock shall continue
until the time the CDCR authorized staff notifies the Prime Contractor that the
service has not been restored.
3)
Time after a service has been restored, but CDCR authorized staff are not
available to verify that the service is working. If the service is later determined by
the CDCR authorized staff to not have been restored, the Stop Clock shall apply
only for the time period between The Prime Contractor's attempt to notify the
CDCR authorized staff that Prime Contractor believes the service has been
restored and the time the CDCR authorized staff notifies the Prime Contractor that
the service has not been restored.
4)
Restoration cannot be achieved because the problem has been isolated to wiring
that is not maintained by Prime Contractor.
5)
Failures occurring as a result of a power problem, outside the control of the Prime
Contractor, which exceeds30 minutes. Stop Clocks will apply after the initial 30
minutes as required in Section 6.2.10, IWTS Power Requirements. Power
SECTION 6 - Page 191
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
outages resulting from a backup generator test will not be considered a Stop
Clock condition. Power outages as a result of the Prime Contractor will not be
considered a Stop Clock condition.
6)
Lack of building entrance wiring facilities or conduit structure that are the CDCR
authorized staff’s responsibility to provide.
7)
The following contact/access problems, provided that Prime Contractor makes
specific efforts to contact the appropriate CDCR staff for site access during the
applicable Stop Clock period:
a)
Access necessary to correct the problem is not available because access has
not been arranged by appropriate site contact or CDCR Authorized Staff
representative;
b)
Site access is not granted to a technician who displays proper identification;
c)
Site has limited hours of access that directly impacts the Prime Contractor’s
ability to resolve the problem;
d)
If it is determined later that the cause of the problem was not at the site in
question, then the Stop Clock shall not apply;
e)
Any problem or delay documented on the trouble ticket to the extent caused
by CDCR authorized staff that prevents or delays the Prime Contractor’s
resolution of the problem. In such event, the Prime Contractor shall make a
reasonable request to CDCR authorized staff to correct the problem or delay;
or,
f)
Delays in the process of admittance to the CDCR facility.
8)
Failure of the trouble ticket originator or responsible CDCR authorized staff to
return a call from Prime Contractor’s technician for on-line close-out of trouble
tickets after the service has been restored as long as the Prime Contractor can
provide documentation substantiating message.
9)
An outage directly related to any properly performed scheduled maintenance or
upgrade by the Prime Contractor. Any such Stop Clock condition shall not extend
beyond the scheduled period of the maintenance or upgrade. SLAs will apply for
any maintenance caused outage beyond the scheduled maintenance period.
Outages occurring during a scheduled maintenance or upgrade period and not
caused by the scheduled maintenance shall not be subject to this Stop Clock
criteria.
10) Any problem or delay caused by a third party not under the control of the Prime
Contractor, not reasonably preventable by the Prime Contractor, including cable
cuts not caused by the Prime Contractor. The Prime Contractor’s affiliates,
subsidiaries, or Sub Contractors shall be deemed to be under the control of Prime
Contractor with respect to the equipment, services, or facilities to be provided
under this Contract.
SECTION 6 - Page 192
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
11) Force Majeure events, as defined in Attachment 2, General Provisions –
Information Technology (GSPD-401IT, 06/08/10) of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 193
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.12.3 IWTS TECHNICAL SERVICE LEVEL AGREEMENTS
SERVICE LEVEL
DEFINITION
MEASUREMENT
Availability
Voice
The monthly availability
percentage equals the
scheduled uptime per month
less unavailable time divided
by scheduled uptime per
month multiplied by 100. This
SLA is applied at the individual
component level.
The monthly Availability percentage shall be based
on the accumulative total of all trouble ticket
outage durations per circuit/phone number, device
and/or application, per calendar month.
The monthly availability
percentage equals the
scheduled uptime per month
less unavailable time divided
by scheduled uptime per
month multiplied by 100. This
SLA is applied at the individual
component level.
The monthly Availability percentage shall be based
on the accumulative total of all trouble ticket
outage durations per circuit, device and/or
application, per calendar month.
DS0 >99.2%
Scheduled uptime is based on 24x 7x number of
days in the month. All outage durations applied to
other SLAs, which result in a remedy, will be
excluded from this monthly accumulative total.
OCX >99.8%
Any failure or security breach
of the IWTS that results in the
total shut down of the IWTS at
any single CDCR facility for
more than four (4) hours.
The outage start shall be determined by the
network alarm resulting from the outage-causing
event or the opening of a trouble ticket by a CDCR
Authorized Staff, whichever occurs first. The Prime
Contractor shall open a trouble ticket and compile
a list for each application/device/ service affected
by the common cause. Each service, device,
and/or application is out of service from the first
notification until the Prime Contractor determines
the service is restored. Any service reported by
Customer as not having been restored shall have
the outage time adjusted to the actual restoration
time.
Minimum: Less than four
(4) hours to repair.
Availability
Data
IWTS Call Detail
Records
IWTS Voice
Recordings
Time to Repair Major
Minimum:
99.5%
Scheduled uptime is based on 24 x 7x number of
days in the month. All outage durations applied to
other SLAs, which result in a remedy, will be
excluded from this monthly accumulative total.
SECTION 6 - Page 194
Addendum #5
MONTHLY OBJECTIVE
DS1 >99.5%
DS3>99.8%
RIGHTS AND
REMEDIES
50% of the total
monthly down time
will be added to the
Run Rate per
device,
circuit/phone
number,
application.
50% of the total
monthly down time
will be added to the
Run Rate per
device,
circuit/phone
number,
application.
100% of the total
down time will be
added to the Run
Rate per device,
circuit/phone
number,
application, per
outage event.
The State has
option to request
an IWTS Executive
Outage Summary
6.12.5.4.
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.12.3 IWTS TECHNICAL SERVICE LEVEL AGREEMENTS (CONTINUED)
SERVICE LEVEL
DEFINITION
MEASUREMENT
MONTHLY OBJECTIVE
RIGHTS AND
REMEDIES
Excessive Outage
An Excessive Outage shall be
defined as a trouble ticket that
remains open with the Prime
Contractor on an IWTS
service, device, and /or
application for more than
12 hours.
The service is unusable during the time the trouble
ticket is reported as opened until restoration of the
service, device, and/or application, minus Stop
Clock conditions. Any service reported by CDCR
Authorized Staff as not having been restored shall
have the outage time adjusted to the actual
restoration time.
Minimum: Less than 12
hours to repair.
100% of the total
down time will be
added to the Run
Rate per device,
circuit/phone
number,
application, per
outage event.
Round Trip
Transmission
Delay/Latency
Average round trip
transmission delay measured
from the customer edge device
to Prime Contractor’s
Centralized Data Storage
Facility back to the customer
edge device.
The CDCR Authorized Staff is responsible for
opening a trouble ticket with the Prime Contractor’s
Help Desk when the delay exceeds the monthly
objective. The problem requires timely verification,
consistent with industry standards by the Prime
Contractor. The trouble ticket shall be tracked as a
Quality of Service (QoS) problem using a special
disposition code on the trouble ticket. QoS tickets
shall not count in Availability or Time to Repair
measurements unless and until the CDCR
authorized staff reports service as unusable for its
intended uses.
Cannot exceed one (1) of
the following objectives
for three (3) consecutive
months:
Increase bandwidth
within the network
by 25%. The
Prime Contractor
provides
verification of
bandwidth
increase.
IWTS Investigative
Work Stations
IWTS
Administrative
Control System
IWTS Live
Monitoring
Terminals
IWTS Voice
Network
IWTS Investigative
Tool Network
SECTION 6 - Page 195
Addendum #5
64 byte ping<60ms
Minimum: 1000 byte ping
<120ms.
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.12.3 IWTS TECHNICAL SERVICE LEVEL AGREEMENTS (CONTINUED)
SERVICE LEVEL
Jitter
IWTS Telephone
System
Packet Loss
IWTS Telephone
System
DEFINITION
MEASUREMENT
RIGHTS AND
REMEDIES
Variations in transfer delay
measured from the customer
edge device to the Prime
Contractor’s Centralized Data
Storage Facility.
The CDCR Authorized Staff is responsible for
opening a trouble ticket with the Prime Contractor
Help Desk when the jitter exceeds the monthly
objective. The problem requires verification
consistent with industry standards (calculations
defined in: IETF RFC 3550 RTP, RFC 3611 RTP),
by the Prime Contractor. Trouble shall be tracked
as a QoS problem using a special disposition code
on the trouble ticket. QoS tickets shall not count in
availability or Time to Repair measurements unless
and until the CDCR Authorized Staff reports
service as unusable for its intended uses.
Minimum: Less than 15ms
for three (3) consecutive
months.
25% of the time (in
minutes) users are
experiencing poor
voice quality shall
be added to the
Run Rate, per
event.
Packets lost between the
customer edge device and the
Prime Contractors Centralized
data Storage facility.
The CDCR Authorized Staff is responsible for
opening a trouble ticket with the Prime Contractor
Help Desk when packet loss occurs. The problem
requires timely verification, consistent with industry
standards (e.g., protocol analyzer), by the Prime
Contractor. Trouble shall be tracked as a QoS
problem using a special disposition code on the
trouble ticket. QoS tickets shall not count in
Availability or Time to Repair measurements
unless and until the CDCR Authorized Staff reports
service as unusable for its intended uses.
Minimum: 0.5 percent
(0.5%) maximum packet
loss for three (3)
consecutive months.
25% of the time
(minutes) users are
experiencing poor
voice quality shall
be added to the
Run Rate, per
event.
SECTION 6 - Page 196
Addendum #5
MONTHLY OBJECTIVE
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.12.3 IWTS TECHNICAL SERVICE LEVEL AGREEMENTS (CONTINUED)
SERVICE LEVEL
DEFINITION
Catastrophic
Outage
Total voice failure to five (5) or
more CDCR facilities.
(CAT)
Or
If the centralized database is
not accessible from remote
workstations or the internet for
more than two (2) hours.
Call Detail Record
(CDR) and Voice
Recording
Information Loss
The loss or damage to the
CDRs or voice recordings.
MEASUREMENT
The outage duration start shall be determined by
the network alarm resulting from the outagecausing event or the opening of a trouble ticket by
the CDCR, whichever occurs first. Outage
duration shall be measured on an individual
service outage basis from information recorded
from the network equipment or trouble ticket.
RIGHTS AND
REMEDIES
Less than two (2) hours to
repair.
Voice
200% of the total
voice failure down
time will be added
to the Run Rate
per device,
circuit/phone
number,
application, per
outage event.
The Prime Contractor shall open a trouble ticket
and compile a list for each application, device,
and/or service affected by the common cause.
Each application, device, and/or service is
considered out of service from the first notification
until the Prime Contractor determines the
application, device, and/or service is restored. Any
application, device, and/or service reported by the
CDCR authorized staff as not having been restored
shall have the outage time adjusted to the actual
restoration time.
CDCR Authorized Staff shall report information
loss (including reduced audible quality) to the
Prime Contractor by opening a trouble ticket. All
instances of missing data shall be reported on a
per record basis (CDR or Voice Recording) for
each trouble ticket.
SECTION 6 - Page 197
Addendum #5
MONTHLY OBJECTIVE
Data
500 Minutes per
hour of down time,
per event.
The State has the
option to request
Executive Outage
Summary.
100% of data
500 minutes will be
added to the Run
Rate per lost or
damaged CDR or
voice recording.
The State has the
option to request
Executive Outage
Summary
identifying all
instances in which
the data cannot be
restored.
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.12.3 IWTS TECHNICAL SERVICE LEVEL AGREEMENTS (CONTINUED)
SERVICE LEVEL
Download Interval
IWTS Voice
Recording
Individual Facility
Excessive
Download Interval
IWTS Voice
Recording
Provisioning
DEFINITION
MEASUREMENT
RIGHTS AND
REMEDIES
The number of minutes
between the command to
download the voice recording
and the completion of the file
download.
CDCR Authorized Staff shall report any instance
exceeding the monthly objective by opening a
trouble ticket. This SLA is applied per occurrence.
Minimum: Download shall
not exceed two (2)
minutes for every 15
minutes of voice
recordings for three (3)
consecutive months.
Increase bandwidth
within the network
by 25% The Prime
Contractor
provides network
diagram of
bandwidth
increase.
The number of days in a rolling
90 day window in which an
individual CDCR Facility
download interval exceed two
(2) minutes for every 15
minutes of voice recordings.
The number of days is derived from the Prime
Contractor trouble ticket system. CDCR Authorized
Staff shall report any instance exceeding the SLA
download interval by opening a trouble ticket. For
every 24-hours a trouble ticket is opened “one day”
will be applied to the SLA measurement. Stop
clocks will apply. This SLA is accumulative over a
90 day rolling period and shall be reported
monthly.
The number of days in a
rolling 90 day window
shall not exceed six (6)
days.
The Prime
Contractor will
upgrade the
system to achieve
SLA compliance
within 60 calendar
days of the monthly
SLA report.
The Prime
Contractor will also
apply 10,000
minutes per month
to the Run Rate for
each consecutive
month the site fails
to meet this SLA
objective.
Provisioning is defined as,
moves, adds, changes, and
deletes completed by the
Contractor on or before the
negotiated due dates.
Install intervals are based on CDCR and Prime
Contractor negotiated due dates identified in the
IWTS Work Authorization
SECTION 6 - Page 198
Addendum #5
MONTHLY OBJECTIVE
Service provisioned on or
before the due date per
install order.
500 minutes will be
added to the Run
Rate per device,
circuit/phone
number,
application.
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.12.3 IWTS TECHNICAL SERVICE LEVEL AGREEMENTS (CONTINUED)
SERVICE LEVEL
DEFINITION
MEASUREMENT
MONTHLY OBJECTIVE
RIGHTS AND
REMEDIES
Transition-In
The Prime Contractor shall
meet its obligation to
“Transition–In” in accordance
to Section 6.15, IWTS
Transition Requirements, with
acceptance by CDCR for each
CDCR facility.
The Prime Contractor must receive approval from
CDCR that each CDCR facility transition has been
completed in accordance with the approved
transition plan identified in Section 6.15, IWTS
Transition Requirements.
100% transitioned on or
before the scheduled due
date, per CDCR facility.
2,880 minutes a
day, per facility, not
completed will be
added to the Run
Rate.
Bidder understands and agrees to meet or exceed all of the Requirements as stated above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 199
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.12.4 IWTS ADMINISTRATIVE SERVICE LEVEL AGREEMENTS
SERVICE LEVEL
Reporting
IWTS Reports of Detected Attempts
6.3.1.12.2
IWTS Investigative Reports 6.9.1.3
CDCR IWTS Administrative Reports
6.9.1.5
DEFINITION
MEASUREMENT
OBJECTIVE
SEVERITY
All reports shall meet
the requirements, be
fully functional, and
delivered in accordance
with the timelines
required in Section 6.9,
IWTS Tools and
Reports.
See the Objective
Deliver all reports
within three (3)
business days of the
Prime Contractor and
State mutually agreed
delivery dates from
Section 6.9, IWTS
Tools and Reports.
500 minutes per
report, per month will
be added to the Run
Rate.
The Prime Contractor
shall pay the monthly
Administration Fee to
Technology Agency
each month as agreed
in Section 6.2.1,
Contract Administration
Fee.
See Objective
Technology Agency
receipt of the electronic
fund transfer on or prior
to the due date.
10,000 minutes per
day will be added to
the run rate until
receipt, of
Administration Fee.
IWTS Customer Service Reports
6.9.3
IWTS Service Support and
Maintenance Reports 6.9.4
IWTS Financial Reports 6.10
IWTS Service Level Agreement
Reports 6.12.5
On-time Administration Fee
Payment
SECTION 6 - Page 200
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.12.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS ADMINISTRATIVE SERVICE LEVEL AGREEMENTS (CONTINUED)
SERVICE LEVEL
Tools and Report Implementation
Monthly IWTS Trouble Ticket
Report6.12.5.1
IWTS Public Web Site 6.11.1
IWTS Private Web Site 6.11.2
DEFINITION
MEASUREMENT
OBJECTIVE
All Contactor provided
tools and reports shall
be functioning and
accepted by the State
based on the
implementation timeline.
Within 45 business days after
Contract award, the Prime
Contractor and the State shall agree
to the implementation timeline dates
for the tools and reports listed in this
table. Unless mutually agreed upon,
the implementation timeline shall not
exceed six (6) months following the
Contract award date.
All tools and reports
shall meet the
requirements, be fully
functional, accepted by
the State and delivered
in accordance with the
timelines.
CDCR shall report any failure or
problem to the CDCR Help Desk
and a trouble ticket shall be opened.
100% functional 99%
of the time for each
tool, measured on a
monthly basis.
On-Line Payment for IWTS Prepaid
Accounts 6.14.6.4
IWTS Reports of Detected Attempts
6.3.1.12.2
IWTS investigative Reports 6.9.1.3
SEVERITY
250 minutes per
report/tool per week,
until implemented, will
be added to the Run
Rate.
Additional or
replacement tools and
reports shall be fully
functional and accepted
by the State by
mutually agreed dates.
IWTS Customer Service Reports
6.9.3
IWTS Service Support and
Maintenance Reports 6.9.4
IWTS Financial Reports 6.10
IWTS Service Level Agreement
Reports 6.12.5
Tool Availability
IWTS Trouble Ticket Reporting and
Tracking System6.8.2.2
IWTS Public Web Site 6.11.1
IWTS Private Web Site 6.11.2
On-Line Payment for IWTS Prepaid
Accounts 6.14.6.4
IWTS Help Desk for CDCR 6.8.2.1
The monthly availability
percentage for each tool
equals the scheduled
uptime per month less
unavailable time divided
by scheduled uptime per
month multiplied by 100
per tool. Scheduled
uptime is based on 24 x
7 x number of days in
the month.
The tool is unusable during the time
the ticket is open until restoration of
the tool. Stop clocks in Section
6.12.2, IWTS Trouble Ticket Stop
Clock Conditions, shall apply.
The Availability percent shall be
calculated by adding the duration
times for all trouble tickets opened
on a single tool within the calendar
month.
SECTION 6 - Page 201
Addendum #5
500 minutes per tool
will be added to the
Run Rate.
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 202
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.12.5 IWTS SERVICE LEVEL AGREEMENT REPORTS
The IWTS Monthly Service Level Agreement Reports shall be posted to the Prime
Contractor’s private web site. The report(s) must be loaded onto the web site and
available to CDCR Operations Manager and California Technology Agency
(Technology Agency) in a data extractable application. The Prime Contractor shall
provide the reports as described in this section.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.12.5.1
Monthly IWTS Trouble Ticket Report
All trouble tickets must appear in a SLA report within 60 calendar days of the
trouble ticket service restoration time stamp. The report shall list all trouble
tickets with a service restoration time stamp occurring within the reported
month, including tickets not qualifying for Rights and Remedies. This report
shall show which SLA Rights and Remedies were applied to each ticket
number, when applicable.
The Monthly IWTS Trouble Ticket Report shall include the following detail:
1)
Report period;
2)
Prime Contractor’s trouble ticket number;
3)
Circuit number/service ID/phone number/device ID;
4)
Service type;
5)
Brief trouble symptom;
6)
Brief restoration description;
7)
Name of CDCR facility;
8)
Service address of reported trouble. Separate fields and no
abbreviations for each;
a) Street;
b) Suite,
c) City; and,
d) Zip Code.
9)
10)
Ticket open date;
Open time;
SECTION 6 - Page 203
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
11)
Problem restoration date;
12)
Problem restoration time stamp;
13)
Problem restoration duration;
14)
Total stop clock duration;
15)
Outage duration;
16)
Yes/No if qualified for SLA;
17)
QoS disposition code;
18)
Type of SLA applied; and,
19)
Rights and Remedies applied to each ticket (minute
amounts/bandwidth increase), when applicable.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.12.5.2
IWTS Catastrophic (CAT) Outage SLA Report
CAT outages shall be reported independently on a per occurrence basis. An
IWTS Catastrophic (CAT) Outage SLA Report shall be provided to CDCR
within 60 calendar days of the restoration date. CAT reports shall include the
following information: reporting period, date and time of occurrence, circuit
number/service ID/phone number(s)/device ID, product type, transport type
(e.g., DS0, DS1) (if applicable), CDCR facility name, ticket open date, ticket
open time, problem restoration time stamp, problem restoration time, total
stop clock duration, outage duration, and Rights and Remedies.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 204
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.12.5.3
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Monthly IWTS SLA Summary Report
The Prime Contractor shall provide a Monthly IWTSSLA Summary Report
that includes the total number of tickets opened, number of tickets with
remedies applied, total number of tickets with remedies applied per SLA type
(includes CAT Outages), total remedies/minutes/bandwidth subtotaled per
SLA type, and grand total remedies/minutes/bandwidth applied for the month.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.12.5.4
IWTS Executive Outage Summary Report
An IWTS Executive Outage Summary Report may be requested by the
CDCR Operations Manager for any significant network outage or critical
service failure. An IWTS Executive Outage Summary Report shall include
the following information:
1) Outage description;
2) Date and time of outage began;
3) Date and time of resolution;
4) Resolution description;
5) Prime Contractor trouble ticket number;
6) Service location;
7) "Impact to the State" (number of users affected/locations/service
types);
8) Chronology of Prime Contractor steps to resolve the problem; and,
9) "Path Forward" (steps taken to mitigate future outages).
The Prime Contractor shall provide an initial report within 24-hours of
recorded incident to be followed with a comprehensive report delivered
within 30 calendar days.
SECTION 6 - Page 205
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.12.5.5
Annual IWTS SLA Trouble Ticket Summary Report
The Prime Contractor shall provide an Annual IWTS SLA Trouble Ticket
Summary Report displaying the grand total number of trouble tickets,
number of trouble tickets with remedies per SLA type, total
remedies/minutes/bandwidth per SLA type, grand total number of tickets
with
remedies/minutes/bandwidth
and
grand
total
of
remedies/minutes/bandwidth (includes CAT Outages).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.12.5.6
Annual IWTS SLA Trouble Ticket Summary by CDCR Facility Report
The Prime Contractor shall provide an Annual IWTS SLA Trouble Ticket
Summary by CDCR Facility Report containing the total number of trouble
tickets per CDCR facility. For each facility, provide total number of trouble
tickets by SLA type and remedies applied for each SLA type.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 206
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.13
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS BUSINESS PLAN REQUIREMENTS
Given the size and complexity of the IWTS, the State seeks to confirm that the selected Prime
Contractor will have both the size and sophistication to effectively implement and support the
Contract. Bidders shall provide plans that identify the Bidder’s approach to various aspects of
supporting the IWTS as described in this section. These plans will be used as a foundation for
the development of final comprehensive plans as directed by the CDCR Operations Manager.
The Prime Contractor shall meet with the CDCR Operations Manager to finalize the plans. All
plans will be submitted within 60 calendar days following Contract award and will become part
of the Contract upon approval by the CDCR Operations Manager.
CDCR Operations Manager will approve or reject submitted plans within 10 business days.
Plans rejected under CDCR review must be resubmitted within 15 calendar days.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.1 PRIME CONTRACTOR IWTS BUSINESS PLAN
The Prime Contractor IWTS Business Plan shall detail and demonstrate that the
Bidder has the qualified staff and sufficient resources to support the business and
contractual requirements of the Contract.
Bidders shall provide a Prime Contractor IWTS Business Plan as described in this
section, and annually thereafter, that demonstrates that qualified staff and resources
are available to support the business and contract management activities consistent
with the terms and conditions of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 207
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.13.1.1
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Staffing and Resource Requirements
Bidders shall identify and describe the appropriate staff resources to be
assigned upon award of the Contract as listed in this section:
1)
A list of personnel classifications assigned with required skills defined for
each classification.
2)
An organization chart of personnel assigned to the Contract.
3)
Brief resume statements and percentage of time key personnel will be
dedicated to implementation and ongoing Contract responsibilities,
including the following:
a)
Executive Officers;
b)
Dedicated Contract Program Manager;
c)
Project Manager (Transition/Migration/Transfer, as appropriate);
d)
Service Operations Manager; and,
e)
Training Manager.
4)
Executive level personnel available to meet and confer with the State on
Contract-related issues at the CDCR Operations Manager office location.
5)
Other key personnel available to work in California.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 208
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.13.1.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Staffing and Resource Background Check Requirement
California Public Utilities Code Section 7910, subdivision (b), requires that all
independent Prime Contractors or vendors of a telephone corporation and
their respective employees have a background check performed. CDCR
requires that a LiveScan background check be conducted prior to
implementation and throughout the Contract. The Prime Contractor and any
Subcontractors will be required to complete the CDCR forms that include
providing personal information described in SOW Exhibit A, Gate Clearance
Information and Approval Sheet. Prime Contractor or any Subcontractor
employees who do not pass the required background screening criteria
cannot be assigned to any work area with access to IWTS data or systems.
Gate Clearances by a CDCR facility may take up to two (2) weeks. Issuance
of a Statewide CDCR identification badge from CDCR Headquarters may
take up to 60 business days.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.1.3
IWTS General Business Requirements
Bidders shall describe in detail the business and Contract management
processes.
Bidders shall describe in detail their ongoing processes and commitment to
providing quality service.
Bidders shall describe in detail their business processes for the IWTS
Transition-In and IWTS Transition-Out of the Contract.
Bidders shall describe in detail the business processes for initiating service
orders, procurement of IWTS equipment, tracking of trouble reports and
adherence to Contract terms and conditions.
Bidders shall describe in detail the processes for installing, servicing and
maintaining the various components of the IWTS.
SECTION 6 - Page 209
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.2 IWTS PROJECT MANAGEMENT PLAN
Bidders shall submit a proposed IWTS Project Management Plan that details and
demonstrates an understanding of the project management requirements and the
need for properly qualified staff for effectively installing multiple systems, in short time
frames, across a wide geographical area and in tight coordination with the State
Subcontractors, local LECs, and other vendors. The Project Management Plan shall
address installation of all required equipment and services no later than 12 months
following Contract award. The IWTS Project Management Plan shall address
transition and the on-going management of the IWTS/MAS Contract components.
The Prime Contractor will meet with the State to finalize the IWTS Project
Management Plan within 30 calendar days of Contract award.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.2.1
Project Management Methodology
Bidders shall describe how they will use a formal Project Management
Methodology to manage the entire project (e.g. based on IEEE, PMBOK, or
comparable).
SECTION 6 - Page 210
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.2.2
IWTS Project Schedule
Bidders shall provide an example of a MS Project Schedule (2003 or newer)
for the IWTS transition and describe how they will keep the project on
schedule. The Project Schedule shall include tasks, durations, deliverables,
responsible parties, dependencies, start and end dates, schedule variances,
and completion status.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.2.3
IWTS Site Specific Information Requests
The Bidder’s project plan shall describe how IWTS Site Specific Information
Requests that may include materials and decisions from CDCR Operations
Manager for implementation will be communicated prior to the start of each
phase of work proposed by the Bidder and how such information shall be
requested in writing.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 211
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.13.2.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Project Manager Certification for IWTS
The Prime Contractor's proposed Project Manager must be certified by a
recognized project management organization (e.g. University certifications or
PMI) and must have a minimum of five (5) years’ experience managing
similar large scale telecommunications implementations.
Bidders shall describe the certification of the Project Manager that will be
assigned to the IWTS project.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.2.5
Project Teams for IWTS
The Project Management Plan shall clearly detail (by name) staff and any
Subcontractors who will be responsible for each phase of the project
transition and separately detail the core team that will be responsible for all
maintenance and operations.
The Project Management Plan shall state how many support technicians will
be allocated to this Contract and identify where they will be located in order to
meet the response time requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.3 IWTS ESCALATION PLAN
The Bidder shall provide an Escalation Plan which details procedures, processes, and
personnel for use during an IWTS failure.
SECTION 6 - Page 212
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The IWTS escalation procedures shall be subject to State approval and all Prime
Contractor staff identified in the escalation plan shall be capable of being contacted by
the authorized State staff.
The Prime Contractor shall provide three (3) escalation levels from the organization to
address unanticipated difficulties like installation concerns, system downtime, and
degradation of services.
The Prime Contractor shall also provide additional escalation policies and points of
contact, including contact numbers (office telephone, mobile telephone, facsimile,
e-mail), titles, and chain of command, for use in case the Prime Contractor's efforts by
the single point of contact are insufficient in resolving a particular situation.
If the primary contact point is not the IWTS Project Manager, the Prime Contractor
shall clarify the relationship of the Project Manager in the escalation process.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.4 IWTS CHANGE MANAGEMENT PLAN
The State’s telecommunications and IWTS operations, and infrastructure must
constantly evolve and adapt to the changing environment in order to continually
improve the delivery of services. The State seeks a Bidder that will implement
procedures to accommodate changes to services, applications, and systems.
The Prime Contractor is to establish IWTS Change Management Plan processes
jointly with the CDCR Operations Manager that are compatible with the State’s change
management processes as found in Bidder’s Library. The Prime Contractor shall also
maintain and administer electronic change management Processes that communicate,
assess, monitor, and control all changes to system resources and processes. The
Prime Contractor shall manage changes so that a stable IWTS telecommunications
environment is maintained during all change activities.
All changes shall have the appropriate vendor and CDCR management level
approvals before implementing the change into production. CDCR Operations
Manager will detail the change with the Prime Contractor when a change becomes
necessary.
The Prime Contractor shall ensure that all software modifications and upgrades are
deployed using the configuration management, documentation, integration, and
transition requirements of this Contract during the maintenance period.
SECTION 6 - Page 213
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidders shall provide an IWTS Change Management Plan that addresses changes to
system hardware, software and documentation using standardized methods,
processes and procedures in order to minimize the number and impact of any related
incidents upon service. The IWTS Change Management Plan shall include details of
how requirements are defined, changes are planned (including roll-back planning),
tested, verified, documented and how version control is handled. The Bidder shall
provide a proposed plan of resources and schedule for software design, development,
testing, and deployment of all application modifications and upgrade requests as
defined by the CDCR Operations Manager.
The IWTS Change Management Plan shall describe the implementation approach in
order to manage the State’s evolving and changing requirements during the course of
the Contract.
The IWTS Change Management Plan shall describe how the change control process
will ensure that:
1) All changes to the IWTS environment are managed;
2) Changes will be implemented with minimal impact on the State;
3) All changes will be tested and accepted by CDCR prior to implementation;
and,
4) The State will be given timely notification of pending changes.
The IWTS Change Management Plan shall also describe the review and reporting
process the Bidder proposes to track the effect of implemented changes.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.5 IWTS CONFIGURATION MANAGEMENT PLAN
The IWTS Configuration Management Plan focuses on establishing and maintaining
consistency of a system's performance and the functional and physical attributes with
the requirements, design, and operational information throughout the term of the
Contract. The Bidder shall describe the plan to keep the IWTS hardware and
software, along with the documentation, consistent and current.
The Configuration Management Plan shall be updated and shared with CDCR
Operations Manager when the following components are modified:
SECTION 6 - Page 214
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1)
Hardware installed or upgraded; and,
2)
Software/firmware installed or upgraded.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.6 IWTS SECURITY MANAGEMENT PLAN
Bidders shall provide an IWTS Security Management Plan that details and
demonstrates the physical and data security requirements for both the IWTS and the
Bidder’s facilities and processes. This plan shall address the requirements detailed in
the following Sections:
1) Section 6.3.1.9, IWTS Voice Network Security;
2) Section 6.4.2.16, IWTS Live Monitoring Terminal Physical Security;
3) Section 6.5.2.9, IWTS Investigative System Network Security;
4) Section 6.5.3.3, IWTS Investigative Workstation Software Security;
5) Section 6.7, IWTS Data Management; and
6) Section 6.7.1, IWTS Information Security.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 215
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.13.7 IWTS CUSTOMER SERVICE PLAN
The Bidder shall provide a Customer Service Plan that describes the processes to be
used to support the “End-User’s” calling experience related to call setup, billing, and
support services. The Bidder shall detail the processes that they have in place to
support the requirements as described in Section 6.3.6, End-User Customer Service
Requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.8 IWTS SERVICE, SUPPORT, AND MAINTENANCE PLAN
The Bidder shall provide a IWTS Service, Support, and Maintenance Plan that
describes the processes and procedures to provide service to the State in support of
the IWTS services as detailed in Section 6.8, IWTS Service, Support, and
Maintenance. A Help Desk shall be provided for service, support, and maintenance
functions.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9 IWTS TRANSITION PLANS
Bidders shall provide IWTS Transition Plans to assure effective and efficient
Transition-In and Transition-Out requirements as described in Section 6.15, IWTS
Transition Requirements. Exhibit 6-N, IWTS Transition of Facilities includes the CDCR
Facilities listed with two teams that would transition the IWTS services concurrently. In
addition to installing all new hardware and supporting IWTS data systems, the Prime
Contractor will be importing some of the IWTS contract (Transition-In) call
records/recordings and exporting all of the accumulated call records/recordings to the
future IWTS contractor (Transition-Out).
SECTION 6 - Page 216
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.1
IWTS Transition-In Plan
Bidders shall submit an IWTS Transition-In Plan based upon the
Exhibit 6-N, IWTS Transition of Facilities, that shall include the following:
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.1.1
CDCR and End-User Impact
Bidders shall describe in detail how the process will minimize CDCR
operations and End-User impact during transition.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.1.2
IWTS Transition-In Planning and Scheduling
Bidder shall describe in detail the Transition-In Planning and
Scheduling that ensures timely transition of all contracted services.
Include planning and scheduling consideration for:
1)
Quantities and complexities of required equipment;
2)
Ordering required circuits from LECs;
SECTION 6 - Page 217
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
3)
Facility access restrictions;
4)
Facilities’ infrastructure and cabling use;
5)
IWTS Training for all Users;
6)
Public Safety considerations;
7)
Impact from limited State resources; and,
8)
Establishing End-User accounts.
The Transition-In timeframe shall occur over 12 month period. The
Transition-In period will begin upon the award of the Contract and will
end upon the successful installation and fully operational at all CDCR
facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.1.3
Local Exchange Carriers (LECs) Agreements for IWTS
Detail the strategy for establishing agreements with LECs necessary
to ensure continuity of statewide end-to-end services. All agreements
shall be in effect prior to transition of services.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.1.4
Working with IWTS Incumbent Contractor
Bidders shall detail the strategy to create implementation processes
and procedures necessary for the transition of the IWTS incumbent
contractor services to the newly acquired IWTS services.
SECTION 6 - Page 218
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.1.5
IWTS Cut-over Process
The IWTS Cut-over Process includes planning, site preparation,
inventory verification, disconnect/new order processes and
emergency procedures.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.1.6
IWTS Data Transition-In Planning
The Prime Contractor shall import all voice recordings, associated
CDR, and information contained within the IWTS Facility Phone list
database (i.e., blocked numbers, etc.) from the outgoing IWTS
contract.
The Prime Contractor shall provide a fully functional data server, to be
referred to as the “Transition-In data server,” to be used for the
transfer of IWTS data. The Transition-In data server shall allow for
secure remote connection by the State, outgoing IWTS Contractor, or
other parties identified by the State. The Prime Contractor shall be
responsible for data integrity and system availability, including
redundancy and/or backup, of data transferred to the Transition-In
data server.
The volume and retention of the data for each specific data category
will be determined based upon the specific data that will be
transitioned during the planning of the Transition-In between the IWTS
contractor, IWTS/MAS Prime Contractor, and the State.
SECTION 6 - Page 219
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Data transitioned-in shall be fully integrated into the IWTS and made
available for program usage as described.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.1.7
IWTS System Configuration
The Prime Contractor shall configure the IWTS, including user profiles
and privileges, tracking/auditing features, and other system
functionality, as directed by the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.2
IWTS Transition-Out Plan
During the Contract term, the State will engage in a competitive bid process
to award replacement services to be in effect at the conclusion of the
Contract. The replacement services may replicate or be similar to IWTS
services or may include new strategies for providing inmate and ward
telephone services.
The State acknowledges the level of difficulty in anticipating future transition
requirements without knowledge of future systems; however, it is critical the
Prime Contractor declares and commits to responsibility and participation in
transition of services, and to the extent possible, demonstrates a plan and
conduct the transition of the services to a new contractor.
To ensure that the CDCR business objectives are met, the CDCR Operations
Manager shall have final approval authority of the IWTS Transition-Out Plans.
The Bidder will submit a Transition-Out Plan for the following:
SECTION 6 - Page 220
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.13.9.2.1
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Transition of IWTS Equipment
In order to facilitate a coordinated and timely transition of the IWTS
equipment during the Transition-Out process, the Prime Contractor
shall agree to relinquish to the CDCR all claims of ownership of the
IWTS equipment identified in Section 6.15, IWTS Transition
Requirements. The transition of ownership of the equipment shall
occur in accordance with the IWTS Transition-Out Plan as approved
by the CDCR Operations Manager.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.2.2
State, CDCR, and End-User Impact
Describe in detail how the Prime Contractor will minimize the State,
CDCR and End-User impact during the IWTS Transition-Out process.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.2.3
IWTS Transition-Out Planning and Scheduling
Bidder shall describe in detail the IWTS Transition-Out Planning and
Schedule that ensures timely transition of all contracted services.
Include in the planning and scheduling consideration for the following:
1)
Timely removal of all existing CDCR IWTS equipment without
disruption of services, with the exception of the equipment
identified in Section 6.15.2, Transfer of IWTS Equipment
Ownership;
2)
Facility access restrictions;
3)
Public Safety considerations;
SECTION 6 - Page 221
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
4)
Impact on State resources; and,
5)
Closing End-User accounts.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.2.4
Working with Future IWTS Contractor
Bidders shall describe in detail the commitment to continue to provide
IWTS services and resources under the terms and conditions of the
Contract during Transition-Out and/or identify any restrictions and
limitations.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.13.9.2.5
IWTS Data Transition-Out Planning
Bidders shall describe the Data IWTS Transition-Out Planning tasks,
including dependencies on CDCR and/or Prime Contractor data and
resources. Bidders shall provide a data schema to detail which data
elements will be available. Bidders shall identify preferred export file
formats, time frames for delivery of data, and quality assurance
procedures to verify completeness and accuracy of data transition.
The Prime Contractor shall export all data, including current and
archived inmate/ward recordings, CDRs, and information contained
within the IWTS Facility Phone list database (i.e., blocked numbers,
etc.) to the awarded future IWTS Contractor.
The State reserves the authority to define export data formats,
storage media type, locations to which data is to be delivered, and
other special criteria deemed necessary for successful transition.
SECTION 6 - Page 222
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14
IWTS BILLING REQUIREMENTS
The Prime Contractor’s reimbursement for the services provided by this Contract shall be limited
to the rates described in Appendix B, Attachment 7, Cost Worksheets. The Prime Contractor
shall bill End-Users only for the Conversation Minutes of completed calls at the contracted rates.
There shall be no charges for any functions associated with the Prime Contractor’s Customer
Service or billing, including the application of IWTS Conversation Minutes in support of any
IWTS Customer Service or billing function.
The Prime Contractor shall not impose any restrictions on the number of authorized telephone
numbers that can be called through IWTS to the same billing address.
The Prime Contractor agrees to provide a URL to the Prime Contractor’s payment web site as
described in 6.11.1, IWTS Public Web Site.
Bidder understands and agrees to meet or exceed all of the Requirements as stated above?
Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 223
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.14.1 IWTS CONVERSATION MINUTES
For the purposes of billing under this Contract, IWTS Conversation Minutes shall
include the actual time that the parties are able to converse through the IWTS. The
calculation of IWTS Conversation Minutes will begin when the parties can
communicate following acceptance of the call by the called party and will end when
either party hangs up or the call is otherwise terminated. Duration of the IWTS
Conversation Minutes will be rounded to nearest second.
Billing for IWTS
Conversation Minutes will be rounded to the nearest $.01. IWTS Conversation
Minutes will be billed in increments of a 30-second initial increment and one-second
subsequent increments.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.2 IWTS COLLECT CALL BILLING SERVICES
The Prime Contractor shall provide all services associated with IWTS Collect Call
Billing Services such as billing, out-clearing, and line information database (LIDB)
verification. The Prime Contractor shall assume all responsibility for billing and
collecting payments from called parties that receive IWTS collect calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.2.1
IWTS Collect Call Processing
When an inmate/ward places a call on the IWTS, the Prime Contractor’s
system shall be able to make a determination and handle the call as follows:
1) If there is a mechanism in place for the Prime Contractor to bill the
called party for a collect call (i.e., agreement with the Local Exchange
Carrier, direct billing), then the call will be processed to the called
party’s number for collect call acceptance;
SECTION 6 - Page 224
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
2) If the called party’s number is determined to not qualify for collect call
charges or collect calling, then the inmate/ward will hear a recorded
message stating “calls to this number cannot be completed.”
3) The IWTS must have a method of automatically and immediately
contacting the called party at the telephone number dialed by the
inmate. Notification will be given that an inmate or ward is attempting
to call, and the message will provide guidance on how to establish a
billing account or to remove any call blocking the customer may have
in place with their local telephone company. The IWTS shall make a
secondary notification call to the called party if the called party hangs
up on the first attempt.
Bidders shall describe the specific process the system will employ to
qualifying collect calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.2.2
Monthly IWTS Collect Call Charge Limits
The IWTS may include monthly Maximum Collect Call Charge Limits to a
telephone number. Once the threshold is reached, the called party will be
required to make a payment towards the balance otherwise their telephone
number will be blocked. The maximum collect call charge limit (if any) shall
be no less than $100 per month. The Prime Contractor shall provide a
means for customers, with a record of regular full payment paid by the
statement’s due date, to increase their monthly limit by $50.00 increments up
to a minimum of $300.00 per month or greater by mutual agreement between
the Prime Contractor and the State. The Prime Contractor shall establish a
means of notifying customers anytime they are approaching an established
maximum collect call charge limit. There may be call limit exceptions to
offices that provide legal services and receive a large volume of calls within a
month.
Bidders shall describe the business practice they will employ to establish:
1. A monthly maximum limit on collect call charges (if any);
2. The methods they will use to advise customers when they are
approaching the monthly maximum limit; and,
SECTION 6 - Page 225
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
3. The policy they will employ for customers, with good payment
records, to raise the monthly maximum limit.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.3 IWTS PREPAID BILLING SERVICES
The Prime Contractor shall provide all services associated with Prepaid Billing
Services to the called party such as billing, arrangements for the collection of funds
and administering account balance information.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.3.1
IWTS Prepaid Call Processing
When an inmate/ward places a call on the IWTS, the IWTS shall be able to
make a determination and handle the call as follows:
1)
If the called party has a prepaid account and there is a balance with
enough funds to make a three (3) minute call, then the call will be
processed to the called party’s number and the called party will hear
the balance of their account before being given the opportunity for
call acceptance. The system will include a time-out warning to the
called party and inmate/ward when funds are depleted and when the
call is about to be terminated.
2)
If the called party’s number is determined to not qualify for prepaid
call charges when the prepaid account does not have sufficient
funds, then the inmate/ward will hear a recorded message stating
“calls to this number cannot be completed at this time.” The called
party will be notified and given the option to establish a mechanism
to allow calls to be billed to this number.
SECTION 6 - Page 226
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The IWTS must have a method of automatically and immediately
contacting the called party at the telephone number dialed by the
inmate or ward. Notification will be given that an inmate is attempting
to call, and the message will provide guidance on how to contact a
Customer Service Representative about their prepaid account. The
IWTS shall make a secondary notification call to the called party if
the called party hangs up on the first attempt.
Bidders shall describe the specific process their system will employ
to qualifying prepaid calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.3.2
IWTS Prepaid Account Payment Methods
Prepaid Account Payment Methods may include checks, credit cards, bank
debit cards, money orders, certified check, Western Union or through some
other third party means.
The Prime Contractor shall accept the following types of payment for prepaid
calling:
a) Western Union [3rd party payment];
b) Certified check;
c) Via the Internet;
d) Credit card;
e) Bank debit card; and,
f)
Money order.
Bidders shall describe the process for establishing and administering prepaid
accounts, including all methods by which a prepaid account may be paid.
SECTION 6 - Page 227
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.3.3
IWTS Unused Prepaid Account
Unused Prepaid Accounts that have no IWTS call activity for 90 calendar
days may indicate that there is no longer a need for the account. The Prime
Contractor shall notify the account holder of any such circumstance in writing
within two (2) weeks following the 90-day period of no IWTS activity. The
written notification will include detailed instructions that describe the Prime
Contractor’s processes for closing the account and the End-User receiving
the unused balance of funds that are in the account.
The Prime Contractor shall not automatically close any prepaid account due
to lack of use for any period of time. The Prime Contractor shall only close a
prepaid account at the customer’s direction or under the following condition:
Prime Contractor must provide a written notification to the customer of intent
to close an account. This written notification must be sent via United States
Postal Service (USPS) mail. If there is no response from the customer by
any means after 180 calendar days from the posting of the written attempt,
Prime Contractor may then close the prepaid account.
Bidders shall describe the process they will employ to identify unused prepaid
accounts, the notification process in the event of 90 calendar days of
inactivity, and the Bidder’s policy regarding timely return of unused funds.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.4 IWTS PROCESSING OF CALLS TO CELL PHONES
The IWTS will process inmate/ward calls to cell phones that have an established direct
bill account with the Prime Contractor in accordance with the following terms. The end
user will provide the Prime Contractor:
SECTION 6 - Page 228
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1) Proof of a subscription cell phone service that includes their name on the
monthly bill and reflects their primary billing address;
2) Their mailing address, if different from the billing address; and,
3) Name of their wireless service provider.
All calls to cell phones will require the end-user to set up a direct bill account with the
Prime Contractor and shall have the option of being collect or prepaid.
The Prime Contractor will not establish accounts where no documentation is provided
or where the documentation provided:
1) Does not include the end user’s name and primary billing address on the
monthly bill,
2) Has a mailing address that is different from billing address, and
3) Identifies a service, service provider, or cell phone associated with a pay-asyou go or disposable cell phone.
Bidders shall describe the process they will employ to differentiate between cell
phones that are qualified to receive calls and those that are not. Describe how often
the databases that are used for cell phone providers are updated.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.5 IWTS BACK BILLING OF CHARGES
Bills for calls that have not been presented to the appropriate collection service, Credit
Card Company or direct billed party within 90 calendar days shall be considered nonchargeable and no longer collectable by the Prime Contractor. The Prime Contractor
shall have the burden of proof regarding collection or payment disputes.
SECTION 6 - Page 229
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.6 IWTS MONTHLY CUSTOMER STATEMENTS
The Prime Contractor shall provide the called party with IWTS Monthly Customer
Statements. The Prime Contractor will provide billing details for all calls including
collect calls and prepaid calls.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.6.1
IWTS Monthly Customer Billing Statement Content
The IWTS Monthly Customer Billing Statement Content for collect and
prepaid calls shall include:
1)
Statement billing period;
2)
Customer number or other reference number (if applicable);
3)
Prime Contractor’s toll free Customer Service telephone number
regarding billing;
4)
A detail of each call, including:
SECTION 6 - Page 230
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
5)
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
a)
Date and time of call (PT);
b)
Originating CDCR facility;
c)
Telephone number called;
d)
Conversation Minutes (to the nearest second);
e)
Rate per-Conversation Minute;
f)
Applicable federal universal fees and other related taxes; and,
g)
Total call cost.
Call billing format (collect call or prepaid call):
a)
The beginning account balance and ending account balance;
b)
An explanation of how call charges are rounded to the nearest one
(1) second and billed to the nearest $0.01;
c)
A note of how IWTS Conversation Minutes will be billed in
increments of a 30-second initial increment and one-second
subsequent increments.
d)
A description of the applied federal universal fees and other related
taxes and surcharges;
e)
A description of the rates for Local, IntraLATA, InterLATA, and
Interstate Calls as well as information on where to find the rates for
International Calls; and,
f)
An explanation of where to find information on how to request a
refund of any unused prepaid account balance.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 231
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.14.6.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
IWTS Delivery of Monthly Billing Statements
The Prime Contractor shall give the customer the option of receiving on-line
or hard copy billing statements. If hard copy is selected, a hard copy of the
Monthly Billing Statements will be mailed to the called party no more than ten
(10) business days following the billing month at no additional charge to
either the State or to the customer. The Prime Contractor shall inform the
customer when setting up a prepaid account that Monthly Billing Statements
are available at no extra charge and that statements of usage for any of the
last six (6) months can be requested at any time at no charge. Monthly
Billing Statements shall be for one (1) calendar month starting with the first of
each month.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.6.3
IWTS Monthly Customer Billing Statements On-Line
The Prime Contractor shall provide the ability to view IWTS Monthly
Customer Billing Statements On-Line through the Public Web Portal.
Customers shall be provided the opportunity to view the current Monthly
Billing Statement and six (6) most current Monthly Billing Statements through
the Public Web Site at no charge to the customer.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.6.4
On-Line Payment for IWTS Prepaid Accounts
The Prime Contractor shall provide customers the ability to make on-line
payments for IWTS charges detailed on the Monthly Billing Statements
regarding their prepaid account.
SECTION 6 - Page 232
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.14.7 DELINQUENT ACCOUNTS
The Prime Contractor shall provide customers with written notification if a payment is
not received. The Prime Contractor shall establish a deadline for payment, after which
the account may be blocked until payment is received.
Bidders shall describe the practices they will use throughout the term of the Contract in
dealing with Delinquent Accounts, including a description of what constitutes
delinquency, how notification of Delinquent Accounts will be made to customers, and
the Bidder’s policy for reinstating customers’ accounts once payments are current.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.15
IWTS TRANSITION REQUIREMENTS
The implementation of an IWTS services involves a great deal of coordination and cooperative
effort between the CDCR, the incoming and the outgoing Prime Contractors. This section
details some of the requirements necessary for an effective transition process. It is impractical
to detail all of the Transition Requirements that must occur for a smooth transition from one
contract to another and in fact, it is each party’s cooperative effort that will have the greatest
effect on the process. At the end of the Contract, during the transition process to the future
IWTS contract, the State will take ownership of the IWTS telephone equipment including all
telephones, enclosures, and cut-off switches located at CDCR facilities. The Prime Contractor
will continue to maintain ownership and responsibility for all live monitoring, investigative and
administrative components along with the appropriate transition and removal of that equipment.
SECTION 6 - Page 233
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.15.1 PRIME CONTRACTOR COOPERATION
The Prime Contractor shall cooperate fully with the State in planning, coordinating and
implementing both required transition phases. For both the Transition-In (IWTS/MAS
Contract) and Transition-Out (future IWTS/MAS contract) phases, the Bidder will
provide a plan that will assure the State that all services will be transitioned in a timely
and efficient manner as described in Section 6.13.9, IWTS Transition Plans.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.15.2 TRANSFER OF IWTS EQUIPMENT OWNERSHIP
The Prime Contractor shall abandon in place, at no cost to the state, all telephones,
enclosures, cut-off switches and associated cabling as part of the Transition-Out
process to the future IWTS contract. The Prime Contractor shall continue to maintain
all equipment until the Transition-Out process has been completed and accepted by
the CDCR Operations Manager. Major milestones dates shall be identified by CDCR
Operations Manager in the approved Transition-Out Plan.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 234
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.15.3 IWTS TRANSITION PLANNING
The purpose of the IWTS Transition Planning is to assure that the State and the EndUsers experience a near uninterrupted Transition-In and out of the contracted
services.
Within ten (10) business days after the Contract award, the State will contact the Prime
Contractor to schedule a meeting that will include the State and Prime Contractor staff
to discuss transition details that include: planning, coordination, and implementation.
The State recognizes the complexities and risks involved in a transition project of this
size and magnitude. The State reserves the right to modify the Transition In/Out
Plans.
The Prime Contractor is expected, as part of the required IWTS Transition-In planning,
to coordinate with the incumbent provider(s) on all actions required to facilitate timely
and orderly transition of services. The Prime Contractor shall participate in two (2)
transition phases: the IWTS Transition-In phase is the transition from the incumbent
Contractor services to the new Contract services and the IWTS Transition-Out phase
occurs at the end of the Contract term or cancellation of the Contract, whichever
occurs first.
For both IWTS Transition-In and IWTS Transition-Out, the entire transition process
must be transparent and take place at no additional cost to the State.
Coordination and development of an installation plan will be organized between the
Prime Contractor, CDCR Operations Manager, the incumbent IWTS contractor and the
facility’s staff.
To ensure that the CDCR business objectives are met, the CDCR Operations Manager
shall have final approval authority for both IWTS Transition-In and IWTS TransitionOut Plans.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.15.4 IWTS STRATEGIC AND OPERATIONAL PLANNING
The Prime Contractor will work with the State for technology planning and is expected
to assist in:
SECTION 6 - Page 235
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1) Development of goals and objectives;
2) Assessment of the current environment; and,
3) Development and analysis of recommended strategies, solutions, and
alternatives.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.16
INTRODUCTION FOR THE MANAGED ACCESS SYSTEM SERVICES
The CDCR is the primary user of the IWTS/MAS Contract. Exhibit 6-O, Adult Institution MAS
Locations through Exhibit 6-Q, Youth Facility MAS Locations includes the CDCR locations
addresses and telephone numbers in addition to the anticipated CDCR locations that may use
the MAS services.
The State seeks a Prime Contractor maintained Managed Access System. The MAS will
provide the CDCR with complete 24-hour continuous blocking of all unauthorized cellular
wireless communications within the scope of the facility with the exception of calls to 9-1-1
Emergency Telephone System (9-1-1 ETS). Concurrently, the MAS will allow full transmission
functionality of authorized cellular devices operating in the same coverage areas.
The MAS implementation shall be completed within 18 months following Contract award. The
State has identified a phased approach, Exhibit 6-S Managed Access System Implementation of
Facilities, that includes: Phase 0 of one (1) facility, Phase I seven (7) facilities, Phase II ten (10)
facilities, Phase III ten (10) facilities, Phase IV nine (9) facilities; and one (1) last phase Future
Phases/Sites four (4) facilities that are in the design, construction and/or planning stages. The
CDCR Operations Manager and the Prime Contractor will collaborate to finalize the
implementation schedule. The Prime Contractor shall not begin implementation of each
subsequent phase without CDCR acceptance of the prior phase. The Prime Contractor shall be
responsible for all costs associated with implementation of the MAS services, including costs
associated with new installation of MAS equipment and services.
The MAS services shall minimize the demands of State personnel through innovative use of
technology and streamlined processes. The responsibilities of the State Contractor are outlined
in Attachment 1, Statement of Work (SOW). The responsibilities of the Prime Contractor for the
MAS services are outlined in Section 6.21.1.1, MAS Responsibilities of the Prime Contractor.
The MAS services will be deployed at CDCR facilities within a custodial environment; therefore
certain security requirements are enforced. Site access and rules associated with working in a
custodial environment are described in Exhibit 6-A, Special Correctional Environment.
SECTION 6 - Page 236
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The Prime Contractor shall engineer, furnish, install, test, and maintain all equipment, software,
and cabling to interconnect devices required for the proper functionality of the MAS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.16.1 MAS REQUIREMENTS OVERVIEW
6.16.1.1
MAS Designation of Requirements Overview
All requirements in this Section 6 are Mandatory and are pass/fail. A “Fail”
will result in a Final Bid being deemed nonresponsive and, therefore, will be
disqualified. Answering “No” to any of the Mandatory requirements will result
in a Final Bid being deemed nonresponsive and, therefore, will be
disqualified.
The Prime Contractor shall provide all Mandatory requirements at no cost to
the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.16.1.2
MAS Bidder’s Documentation Requirements
Bidder’s response to specific IFB requirement shall include drawings, plans
and diagrams where required that further describe the details of their
response for each technical requirement in Section 6, Technical
Requirements
“Yes” responses to technical requirements shall be specifically described
within the “Description” portion of the response. Additional information may
be provided in accordance with the bid format described in Exhibit 8-B,
Technical Response Format Requirement. Manufacturer’s literature is only
acceptable when it is specific to the Bidder’s response.
SECTION 6 - Page 237
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.16.1.3
Pacific Time
Requirements to time shall be displayed in Pacific Time (PT).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.16.1.4
Special Correctional Environment
By their nature, correctional facilities require a high level of security twentyfour hours a day, seven (7) days a week. Because of this need to maintain
security, all potential Bidders must be aware of the regulations regarding
access to install or maintain equipment at the institutions. The rules and
procedures associated with access and performance in this special
environment are provided in Exhibit 6-A, Special Correctional Environment.
Access and project schedules are subject to change without notice that may
be a result of lockdowns or other access limitations at one or more
correctional facilities.
The Prime Contractor will be responsible for implementing services that will
operate in the existing environment. The CDCR provides no guarantee that
the current institutional environments will remain the same.
The CDCR reserves the right to do other work on or near the transition or
installation of the MAS services.
The Prime Contractor and any
Subcontractor(s) shall cooperate with other contractors and suppliers. The
Prime Contractor shall schedule, conduct, adjust, correct, and coordinate
work so as to facilitate work by others and prevent delays.
SECTION 6 - Page 238
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The State or public agency shall be responsible for the remediation of any
asbestos and/or lead-based paint that may be discovered. If the Prime
Contractor or any Subcontractor(s) find any presence of asbestos and/or lead
paint, they are to notify the CDCR Operations Manager immediately.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17
MAS GENERAL REQUIREMENTS
These requirements apply to support and functionality of the entire Managed Access System
(MAS) services.
6.17.1 MAS REGULATORY AND LEGISLATIVE COMPLIANCE
The MAS services shall comply with all regulatory requirements imposed by local, state,
and federal regulatory agencies and any legislative requirements imposed throughout the
term of this Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.1.1
MAS Local, State, and Federal Regulatory Compliance
The MAS services shall comply with all regulatory requirements imposed by
local, state, and federal regulatory agencies for all systems and services
provided throughout the term of this Contract. The Prime Contractor shall
work with the State to implement any changes within six (6) months of the
regulation effective date at no cost to the State and no increase in rates to the
called parties.
SECTION 6 - Page 239
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.1.2
MAS Legislative Compliance
The Prime Contractor shall comply with all legislative requirements imposed
by the State for all systems and services provided throughout the term of this
Contract, including all options. The Prime Contractor shall work with the
State to implement any changes within six (6) months of the legislation
effective date.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.1.3
MAS Hardware Engineering Documentation
The Prime Contractor shall provide engineering specifications for all major
hardware components used to meet the requirements of this Contract.
These engineering specifications shall provide an explanation of each
component's capability to adequately perform the MAS requirements. Any
future changes to the hardware or a component's configuration shall be
documented and provided to the State for approval prior to implementation.
SECTION 6 - Page 240
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.2 MAS SOFTWARE LICENSING
The Prime Contractor shall possess and document all software licenses necessary to
legally operate the MAS. The Prime Contractor shall own and maintain all software
for the term of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.3 MAS DOCUMENTATION REQUIREMENTS
6.17.3.1
MAS Documentation
The Prime Contractor shall provide hard and electronic copies of all
documentation. All written documentation and drawings shall be provided in
Microsoft Office 2003 or newer, Adobe Acrobat 7.0 Professional or newer.
Electronic drawings shall be in AutoCAD Reader 2010 version 18 release 24
or newer (.dwg) and Microsoft Visio 2003 or newer (.vsd) as specified by the
CDCR Operations Manager. Hard copy drawings shall be provided in
Standard E-size.
The Prime Contractor shall validate with the State prior to the delivery as to
the acceptable software versions.
The Prime Contractor shall ensure all documentation is indexed, searchable,
and available on the Prime Contractor hosted web-based MAS application.
SECTION 6 - Page 241
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.3.2
Types of Pre-Installation Documentation for MAS
Unless otherwise stated, the following documentation shall be delivered to
the CDCR 30 calendar days prior to MAS installation at each CDCR facility.
The Prime Contractor shall provide hard and electronic copies of the
drawings to include one (1) half size, one (1) full size, and/or diagrams to the
CDCR Operations Manager prior to the beginning of work at each installation
site. These drawings and/or diagrams shall be subject to approval by the
CDCR prior to the commencement of work. Such approval does not relieve
the Prime Contractor from the responsibility of meeting all requirements of the
Contract. All drawings and/or diagrams that contain special symbols either of
a product or technically specific nature shall contain legends denoting the
meaning of the symbols.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.3.3
MAS As-Built Documentation Requirements
In instances where the actual installation deviates from the model MAS
service drawings and diagrams, the Prime Contractor shall notify the CDCR
Operations Manager of the deviation and provide drawings and diagrams
appropriate to the installation (as-builts), one (1) full size, one (1) half size,
and one (1) electronic.
The delivered drawings and diagrams must reflect all changes made during
the installation. The Prime Contractor shall identify the changes by “clouding”
the original design to show both the original design and the alterations made.
SECTION 6 - Page 242
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes___No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.3.4
MAS Documentation Availability
The Prime Contractor shall develop and maintain current hardcopy and webbased documentation of each manual necessary for the MAS and make the
documentation available to the CDCR Operations Manager upon request.
The Prime Contractor shall explicitly define how the MAS web-based
documentation functionality will be delivered.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.3.5
State Property
Upon delivery, all MAS documentation shall become the property of the
State. The Prime Contractor must include a copyright release specifically
allowing authorized State staff assigned to the MAS to reproduce copyrighted
documentation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 243
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.17.4 MAS ACCURATE TIME AND DATE
The Prime Contractor’s MAS service shall maintain accurate Pacific Time (PT) and
date stamping in a consistent manner for all CDCR MAS sites. The accurate PT and
date shall be distributed to all network nodes using or displaying the date and time of
day. The MAS service shall use a single standardized time source, such as the
Official U.S. time, and update to that source at least once per day as well as upon
power up conditions. All date and time elements in all reports, records, and data
components generated by the MAS shall reference PT. Date and time elements
shall not vary more than one (1) second from any one source to any other source
across any local or wide area network component.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.4.1
Daylight Saving Time
Software shall automatically adjust for California daylight saving time
changes that occur twice a year. These changes shall be accomplished
without causing interruption to MAS service operations and shall be done
automatically at the exact time of change.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.5 MAS LOCATION CATEGORIES
The MAS shall be installed at CDCR adult institutions and youth facilities as specified
in Exhibit 6-S, Managed Access System Implementation of Facilities. A listing of the
current CDCR facilities is provided in Exhibit 6-O, Adult Institution MAS Locations,
and Exhibit 6-Q, Youth Facility MAS Locations. A listing of future CDCR facilities is
provided in Exhibit 6-P, Future Adult Facility MAS Locations Anticipated. CDCR
locations may be modified, added, or deleted over the term of the Contract as CDCR
facilities are modified, activated, and/or deactivated.
Exhibit 6-R, CDCR Facility Topography identifies the CDCR facilities by related
categories: co-located, rural or urban, varied terrain, non-contiguous facilities, and
Minimum Security Facilities (MSF) located outside the secured perimeter.
SECTION 6 - Page 244
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.6 DESIGNING AND ENGINEERING THE MAS AT CDCR FACILITIES
The Prime Contractor shall design and engineer the MAS utilizing Google Earth and
Google Maps, or a similar service, for each site. If additional detailed site specific
information is required for engineering the MAS, the Prime Contractor shall submit a
written request to the CDCR Operations Manager using SOW, Exhibit G, Request
for Information. The CDCR Operations Manager will then evaluate the request to
ensure that there is no risk to security before releasing the information.
The Prime Contractor shall be responsible for all public works and design and
engineering configurations. All final plans and specifications shall be approved by
CDCR and the State Public Safety Communications Office (PSCO) 30 business days
prior to installation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.7 MAS CABLE AND WIRING
6.17.7.1
Connecting MAS Equipment
The Prime Contractor shall provide all necessary cable and wiring in support
of the MAS. The MAS service must be installed independent of the CDCR
network infrastructure and shall have no dependencies on any cable or wiring
not installed by the Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 245
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.17.7.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
MAS Industry Standards
All Prime Contractor installed wiring and cabling infrastructures for the MAS
shall meet current Building Industry Consulting Services, International (BICSI
International Cabling Standard) best practices. All MAS wiring and cabling
shall be concealed, to the extent possible, from plain view. All cables, wires
and equipment shall be firmly held in place. Fastenings and supports shall
be adequate to support their loads with ample safety factors based upon such
factors as seismic zone. For specialized installation areas where security is a
consideration, the Prime Contractor shall meet CDCR’s and Public Safety
Communications Office (PSCO) cabling requirements to ensure a secure
installation (located in Bidder’s Library).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.8 MAS POWER REQUIREMENTS
The MAS shall be capable of fully recovering from a power outage automatically or
remotely once power is restored.
The Prime Contractor is advised that the CDCR facilities perform tests of the backup
generators at least once per month. During this testing, the power will be temporarily
disabled throughout the correctional facility, including the telecommunications room.
The Prime Contractor shall provide all equipment necessary to maintain 100%
functionality for the MAS for a minimum of 30 minutes. Outages resulting from
CDCR Facility backup generator testing will not be considered a stop clock condition
in calculating MAS Service Level Agreements (SLAs).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 246
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.17.8.1
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
MAS Conditioning Equipment
The Prime Contractor shall provide electrical conditioning and protection,
such as, Uninterruptable Power Source (UPS) and surge protection strips, to
protect all MAS components against electrical surges, reduced voltages,
and/or poor electrical qualities from the correctional facility. Any changes to
the physical structure of a correctional facility required for the installation of
conditioning and protection devices must first be approved by and
coordinated with the CDCR Operations Manager.
The Prime Contractor shall submit a written request to the CDCR Operations
Manager using SOW, Exhibit F IWTS/MAS Contract Change Request when a
change is being requested.
The Prime Contractor shall submit this form for any positive or negative
impact scope of the project. The form shall be submitted with estimated
scope impact or project time impact in an e-mail to the CDCR Operations
Manager. The Prime Contractor may proceed with the Change Request once
CDCR approves and responds.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.9 MAS SYSTEM ARCHITECTURE
6.17.9.1
MAS Service Ubiquity
The MAS service shall have the ability to provide functionality throughout the
State.
Bidders shall accurately describe the processes, design, and
equipment necessary to fulfill this requirement.
SECTION 6 - Page 247
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.17.9.2
MAS Service Scalability
The MAS service shall have the ability to increase delivery of services in
number and/or size. Bidders shall accurately describe the processes, design,
and equipment necessary to fulfill this requirement.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18
MAS FUNCTIONAL REQUIREMENTS
6.18.1 MAS FUNCTIONALITY
The Prime Contractor shall provide all software and hardware system requirements
for complete 24-hour continuous blocking of all unauthorized cellular wireless
communications within the scope of the facility with the exception of calls to 9-1-1
Emergency Telephone System (9-1-1 ETS). Authentication shall be based on a
combination of cellular wireless device hardware and associated phone number, and
shall accommodate connectivity for all cellular wireless device types in North
America. Cellular wireless devices authorized by CDCR Operations Manager shall
have full functionality. This requirement shall be maintained for the term of the
Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 248
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.18.1.1
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
MAS Facility Coverage
The MAS services shall
communications within:
block
all
unauthorized
cellular
wireless
1) The secured perimeter of CDCR facilities;
2) Inmate/Ward Minimum Security Facilities (MSF); and,
3) Inmate/Ward work assignment areas that include the warehouse,
firehouse, Prison Industry Authority, Inmate/Ward Labor,
Joint-Venture Program, Recycling and Salvage Program (RASP),
and Motor Pool.
The parking lot, on-grounds housing, and all areas outside the state property
line of CDCR facilities are excluded from MAS blocking of cellular wireless
communications, as defined in Exhibit 6-T, MAS Coverage by Facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.2 MAS PLACEMENT AND INSTALLATION
The Prime Contractor shall collaborate with the CDCR Operations Manager to
identify site specific placement and installation. Equipment placement installation
shall comply with all safety and security requirements per the CDCR Design Criteria
Guidelines (included in Bidder’s Library). The CDCR Office of Design Standards and
Services shall review and approve all plans for equipment placement and installation
prior to commencing any work.
Bidders shall describe the MAS space, electrical, environmental, and network
connectivity.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 249
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.18.3 MAS COVERAGE OF DEVICES AND RADIO FREQUENCY BANDS
The MAS shall have the capability to cover the following devices and associated
radio frequency (RF) bands:
1) Cellular – 824-849/869-894 MHz;
2) PCS – 1850-1990 MHz;
3) iDEN – 806-824/851-869 MHz;
4) AWS – 1710-1755/2110-2170 MHz; and,
5) Other spectrum bands used for cellular communications.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.4 MAS AFFECTS ON CURRENT RADIO SYSTEM
Currently, CDCR uses 800 MHz radio systems for communications within the CDCR
facilities.
6.18.4.1
Radio Frequency Interference
The MAS shall operate without causing interference with legitimate use of the
radio spectrum. This includes use within and beyond the boundaries of a
correctional facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.4.2
Degradation of Fixed Radio Receivers
The MAS shall operate without causing more than 1dB of degradation to the
fixed station radio receivers associated with the 800 MHz radio systems.
SECTION 6 - Page 250
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.4.3
Degradation to Subscriber Units
The MAS shall operate without causing more than 1dB of degradation to the
subscriber units associated with the 800 MHz radio systems where the public
safety radio users are reasonably expected to be performing their duties.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.5 HOSTED WEB-BASED MAS APPLICATION
The Prime Contractor shall host a web-based MAS application with two-factor
authentication accessible to authorized users through the CDCR network only. The
web-based application shall provide the State with access to administrative tools,
data search capabilities, service level agreement reports, training and other tools and
reports as requested by the State.
The web-based MAS application shall be compatible with Microsoft Internet Explorer
7 and newer.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 251
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.18.5.1
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
System Use Notification/Log-In Screen for MAS
Upon log-in, the web-based MAS application shall:
1)
2)
Display an approved system use notification message or banner
before granting access to the MAS service that provides privacy and
security notices consistent with applicable federal laws, Executive
Orders, directives, policies, regulations, standards, and guidance,
and states that:
a)
Users are accessing an official State of California information
system;
b)
System usage may be monitored, recorded, and subject to
audit; and,
c)
Unauthorized use is prohibited and subject to criminal and civil
penalties.
Retain the notification message or banner on the screen until users
take explicit actions to log on to or further access the information
system.
The Prime Contractor shall modify the notice at the CDCR Operations
Manager’s request.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.5.2
MAS Log-Out Screen
The Log-Out icon will be used when authorized users log out of the
web-based MAS application.
SECTION 6 - Page 252
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.5.3
MAS Concurrent Session Control
The application shall limit the number of concurrent sessions for each system
account to a single session.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.5.4
MAS Application Session Expiration
The application shall time out user session after 15-minutes of inactivity and
prevent further access to the system.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.6 MAS CELLULAR WIRELESS COMMUNICATION PROCESSING
6.18.6.1
MAS Processing of 9-1-1 ETS Calls
The MAS shall permit processing of 9-1-1 ETS calls from all cellular wireless
communication devices.
SECTION 6 - Page 253
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.6.2
MAS Real-Time Monitoring of Blocked Cellular Wireless Communications
The MAS shall provide the ability to monitor blocked cellular wireless
attempted communications in real-time. Real-time monitoring shall only be
accessible to authorized CDCR users upon issuance of a warrant.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.6.3
MAS Blocked Call Message
The MAS service shall provide a voice recorded message to the calling party
that the attempted call is being blocked. The CDCR Operations Manager will
work with the Prime Contractor to determine the message content.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 254
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.18.6.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Text and Email Notification for MAS
The MAS service shall provide a text message response to unauthorized
cellular wireless devices in response to attempted text message or e-mail
transmissions. Text message reply shall be transmitted to the unauthorized
cellular wireless device attempting the transmission within 60 seconds of the
attempt. The CDCR Operations Manager will work with the Prime Contractor
to determine the message content.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.18.6.5
MAS Blocked Communication Database
The Prime Contractor shall retain a Blocked Communication Database of the
electronic identification number and telephone number of unauthorized
cellular devices and the called party number, date, time, and
Institution/Facility of the attempted transmission for each blocked attempt. In
those cases where information is accessible and not encrypted; the database
will also contain e-mail, text message, instant message content which may
include photographs or other electronic file attachments. The MAS shall have
the ability for CDCR Authorized staff, upon issuance of a warrant, to retrieve
data stored in the Blocked Communication Database.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 255
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.18.7 ROLE-BASED MAS USER PROFILES
The MAS shall provide for role-based user profiles, allowing specific functions and
features unique to each role. The Prime Contractor shall be responsible for the
System Administrator User activities. The CDCR Operations Manager will be
responsible for the Operations Administrator, Device Authorizer, Device Activator,
Forensic Investigator, and State Contract Manager User activities. Each MAS User
shall have unique identification credentials and be verified for identity through twofactor authentication.
The MAS Users shall be able to access the MAS service in one of the following
roles:
1) System Administrator
a) Maintain database of all role-based profiles;
b) Update system software;
c) Troubleshoot application programming and code;
d) Repair system software;
e) Generate system health status reports; and,
f)
Provide back-up and recovery of stored data.
2) Operations Administrator
a) Create and manage Device Authorizer, Device Activator,
Forensic Investigator, State Contract Manager User accounts;
b) Set and reset user authentication credentials;
c) Generate audit reports;
d) Generate operational reports for executive consumption;
e) Request maintenance and operations assistance from System
Administrators;
f)
Generate system health status reports; and,
g) Generate customer service/trouble ticket reports.
3) Device Authorizer
a) Approve cellular devices for addition to the list of authorized
devices; and,
b) Run reports on device authorization activity.
4) Device Activator
a) Add cellular devices to the list of authorized devices;
b) Delete cellular devices from the list of authorized devices; and,
c) Generate reports on activation/deactivation activity.
5) Forensic Investigator
a) Request data file delivery via Secure File Transport Protocol
(SFTP).
SECTION 6 - Page 256
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6) State Contract Manager User
a) Generate Service Level Agreement reports; and,
b) View Service Level Agreement reports.
The MAS service shall provide a distinct display screen for each role based
profile type. The distinct display screen shall only display the unique abilities and
accesses for the role based profile type being accessed.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.19
MAS SECURITY
6.19.1 MAS SECURITY
Throughout the Contract term, the Prime Contractor will take any and all steps
necessary to ensure the continuous security of the MAS, including all data, and
provide data security procedures for the CDCR.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.19.2 MAS USER LOG-ON NAME
The MAS application shall have an MAS User Log-On name of five (5) to 20
characters.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 257
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.19.3 MAS PASSWORDS
6.19.3.1
MAS Password Requirements
All access to MAS and databases will require a unique log-on and a
password. The Prime Contractor shall access the MAS databases in the
same manner with the same restrictions. The CDCR Operations Manager
shall have the ability to monitor and control Prime Contractor staff access to
MAS data.
The MAS shall require passwords and password change reminders for the
MAS environment consistent with the following rules:
1) Passwords are not to be shared;
2) Length range: eight (8) to 14 characters;
3) Password must be composed of characters from at least three (3)
of the following four (4) groups from the standard keyboard:
a) Uppercase letters (A-Z);
b) Lowercase letters (a-z);
c) Arabic numerals (0-9); and,
d) Non-alphanumeric characters (punctuation symbols)
4) Passwords must be changed every 42 calendar days or less and
application shall provide reminders prior to expiration;
5) Must not be a dictionary word;
6) Must not be stored in clear text;
7) Must be hashed using industry accepted MD5 or better; and,
8) Passwords lock out after five (5) failed attempts.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 258
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.19.3.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
MAS User Authentication Log
The MAS must log successes and failures of MAS User authentication at all
application and database layers as well as log all MAS User transactions.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.19.4 MAS DATA TRANSMISSION ENCRYPTION
The MAS shall encrypt any transmissions of data containing confidential information
with an industry-recognized encryption standard that is in compliance to the FIPS
Standard 140-2.
Electronic Transmission to include:
1) File Transfers;
2) Remote access to the network or application; and
3) System and network monitoring traffic.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.19.5 MAS ANTI-VIRUS AND VIRUS PROTECTION
6.19.5.1
MAS Anti-Virus and Virus Protection Software
The MAS shall install and actively use a comprehensive third-party antivirus and virus protection software, and routinely update such software
when updates are released.
SECTION 6 - Page 259
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.19.6 REPORT OF MAS BREACH OR COMPROMISE
The Prime Contractor shall verbally notify the Agency Information Security Officer via
live attendant at the CDCR Enterprise Information Services Help Desk versus an
automated voice messaging system within one (1) hour of discovery. A written report
shall be provided to the CDCR Agency Information Security Officer (Agency ISO)
and CDCR Operations Manager of any and all breaches or compromises of system
and/or data security, and shall take such remedial steps as may be necessary to
restore security and repair damage, if any. In the event of a breach or a compromise
of system and/or data security, the CDCR Agency ISO may require a
system/application security audit.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20
MAS DATA MANAGEMENT
6.20.1 MAS DATA OWNERSHIP
The Prime Contractor shall be the owner of the data collected, processed and stored
by the MAS. The CDCR shall be the owner of the administrative data pertaining to
all authorized cellular devices, authorized users, and all data produced and reports
generated at CDCR Operations Manager’s request throughout the term of the
Contract.
All data collected is confidential. Any unauthorized access to, copying, alteration,
use, sale, destruction, or dissemination of that data outside the scope of this
Contract without explicit permission by the CDCR Operations Manager is strictly
prohibited.
SECTION 6 - Page 260
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidders shall submit a description of how they will comply with the data management
requirements described below.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20.2 MAS DATA RETENTION
The Prime Contractor shall retain data storage for a five (5) year period. The five (5)
year period also applies to the Transition-Out of data upon expiration of the Contract
according to Section 6.20.7.3, MAS Export Data Format.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20.3 MAS DATA ARCHIVING
The MAS shall provide hardware and software capable of archiving all MAS data
after one (1) year. All archived data shall be maintained for four (4) additional years
for a total of five (5) years of retention. Archived data shall reside at the Prime
Contractor’s California Database Storage Facility within the geographic confines of
the State of California. Archived data shall be capable of being viewed, queried, and
reported on by authorized CDCR Staff without disrupting ongoing operations. The
State Contract Manager and/or the CDCR Operations Manager may visit the Prime
Contractor’s California Database Storage Facility to audit how the data is being
stored. CDCR will provide a 24-hour notice before visiting the Prime Contractor’s
California Database Storage Facility.
SECTION 6 - Page 261
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20.3.1
MAS Archived Data Content
No production data shall be lost in the archive process. The MAS shall
support the full administrative query and reporting functions on archived data.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20.4 MAS DISASTER PLANNING, BACKUP, AND RECOVERY
6.20.4.1
MAS Data Backup and Recovery Requirements
The Prime Contractor shall provide all backup and archival hardware,
supplies, and recovery procedures, which will ensure that no data will be lost.
The following requirements for this capability are listed in this section.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 262
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.20.4.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
MAS Service Failures
The Prime Contractor shall provide in-service recovery of the databases
during a failure.
In-service recovery will allow the MAS service to continue to operate while a
failed portion is recovered. The backup shall protect against loss of data from
any CDCR correctional facility.
Bidders shall describe how they will provide in-service recovery.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20.4.3
MAS Full Recovery
The MAS service shall be capable of recovering all data to the point of full
system operation, using an MAS service backup.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20.4.3.1
MAS Data Backup Requirements
All data shall be backed up by the MAS service at a site separate from
the local facility, where applicable, referred to as Prime Contractor’s
Primary Database Storage Facility. The Prime Contractor’s Primary
Database Storage Facility will be the primary location for the storage
of blocked call data.
SECTION 6 - Page 263
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The Prime Contractor shall provide a backup and archiving facility
capable of performing backups concurrently with ongoing full
operation of the database with no readily apparent effect on any
applications running concurrently with the backup activity. Data
backups shall occur on a regular basis, at least once each day.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20.4.4
MAS Data Backup and Disaster Recovery Plan
The Prime Contractor shall develop and implement an MAS Data Backup and
Disaster Recovery Plan for the associated system and equipment. The Plan
shall include provisions for support in case of failures in power, data and
networking equipment at the host site provided by the Prime Contractor. The
Plan shall also address recovery procedures from all natural or man-made
disasters including flood or fire at the host facility and monitoring center.
Data files shall be copied and maintained in a secure off-site location and
identified in the MAS Backup and Disaster Recovery Plan.
The MAS Data Backup and Recovery Plan must at a minimum, adhere to
the following requirements:
1) Backup all production data files on a regular schedule such that
they can be restored following discovery of a system or program
error. Ensure that non-critical files shall be recoverable to the end
of the prior MAS service business day, at a minimum. Journalize all
critical files to allow restoration up to the last committed transaction.
2) Backup all system-maintained files to permit recovery to the prior
system normal business day.
3) Follow recovery procedures synchronizing data files to a point in
time relating to journalized files and non-journalized files. In cases
where files are not backed up (e.g. operating system files or
application executables), follow recovery procedures for reinstating
files to the MAS service.
4) Test the backup and recovery procedures on a quarterly schedule
by recovering the production environment to an alternate system.
SECTION 6 - Page 264
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Publish the results, including the length of time required to fully
recover the system operationally.
5) Document and maintain a backup schedule that meets the required
retention periods.
Files shall include, but are not limited to, user definition files and software
setup files.
The Bidder shall describe the Data Backup and Recovery Plan.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20.5 MAS DATA SECURITY POLICIES AND PROCEDURES
The Prime Contractor shall provide policies and procedures for the network,
application, data transmission, data storage, and physical security.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20.6 MAS DATA STORAGE PHYSICAL LOCATION
The Prime Contractor’s facility, equipment, data transmissions, and data storage
shall be secure. At a minimum, the Prime Contractor’s facility shall be alarmed and
monitored by a local law enforcement agency or security company. The alarm line
shall be a tamperproof dedicated circuit and shall not be exposed to any person or
thing that could alter or damage the line. The monitoring center shall be equipped
with automated fire detection and suppression equipment, and shall have a backup
power supply to maintain continuous operation in the event of power failure for a
minimum of 30 minutes.
SECTION 6 - Page 265
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20.7 MAS DATABASE
6.20.7.1
MAS Access by Authorized Staff
The Prime Contractor shall provide secure, multilevel database access
control configurations and definable staff levels as described in Section
6.18.7, Role-Based MAS User Profiles. The MAS shall allow creation of
access levels and assignment of users to those access levels either
singularly or by batch input. Additional access levels may be created
throughout the term of the Contract.
Database access shall be provided in a hierarchical fashion, beginning with
the CDCR Operations Manager. All lower-level access shall be defined by
CDCR Operations Manager staff that will include the access for Prime
Contractor’s authorized personnel log-on.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.20.7.2
MAS Database Search Capability
All databases shall be searchable on all fields.
printable.
Search results shall be
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 266
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.20.7.3
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
MAS Export Data Format
At any time, upon request, the Prime Contractor shall fulfill the State’s
request of MAS data, including current and archived logs and reports. The
data exports shall be:
1) Formatted in a pipe (|) or comma (,) delimited formatted file and
must be compatible with Microsoft Windows or Linux operating
systems;
2) Supplied electronically in a secure format or on DVD optical media
using the DVD-+RW standards, to be determined by CDCR-HQ
Administrator at time of request; and,
3) All data fields shall be clearly noted including the database schema.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21
MAS SERVICE, SUPPORT, AND MAINTENANCE
The Prime Contractor shall provide service, support, and maintenance as described below.
Bidder shall thoroughly describe the methodology they will provide to support the Contract
requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 267
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.21.1 MAS SERVICE, SUPPORT, AND MAINTENANCE RESPONSIBILITIES
6.21.1.1
MAS Responsibilities of the Prime Contractor
The Prime Contractor shall be responsible for the following:
1)
Providing prior notification of major on-site changes and modifications
of equipment installed. Such changes are subject to prior approval of
the CDCR Operations Manager. The Prime Contractor shall use the
best commercially reasonable efforts to effect such modification with
minimal disruption to the CDCR’s operating schedule;
2)
Complying with the trouble ticket response times listed in 6.21.3, MAS
Trouble Ticket Priority Table;
3)
Participating in meetings with the CDCR Operations Manager and
staff and/or State staff for the purpose of presenting MAS
maintenance reports and discussing resolution to service issues and
concerns. These meetings will be at the discretion of the State. The
site for the meetings shall be determined by the State. Travel may be
required to various State sites or the Prime Contractor’s site. The
Prime Contractor shall provide representatives for each Subcontractor
at these meetings as requested by the CDCR Operations Manager or
other State staff. The Prime Contractor will be responsible for travel
costs;
4)
Coordinating with CDCR Operations Manager the Prime Contractor
and any Subcontractor staff’s access to CDCR facilities. All personnel
who will need one-time or ongoing access to a CDCR facility will be
required by CDCR to complete SOW Exhibit A, Gate Clearance
Information and Approval Sheet, Exhibit B, Digest of Laws Relating to
Association with Inmates, and Exhibit C, Primary Laws, Rules, and
Regulations Regarding Conduct and Association with State Prison
Inmates. The CDCR gate clearance forms may differ slightly by
facility, but the general information required by the Prime Contractor is
the same. The CDCR reserves the right to deny the Prime
Contractor’s employee(s) the right to enter a CDCR facility. All Prime
Contractor employees who require access to a facility and do not
receive clearance will not be allowed to work on the Contract;
Gate Clearances by a CDCR facility may take up to two (2) weeks.
Issuance of a Statewide CDCR identification badge from CDCR
Headquarters may take up to 60 business days;
5)
Providing skilled technicians who are properly trained and certified to
work on the Prime Contractor-provided equipment and software; and,
6)
Performing site surveys for all moves, adds, and changes as well as
new facility activations.
The site surveys will require written
documentation that will incorporate digital photos and other diagrams,
SECTION 6 - Page 268
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
as needed to document the CDCR, facility, and Prime Contractor
action items. The CDCR-Operations Manager will provide a sample
format of the minimum requirements of the site survey. Site survey
reports shall be submitted within seven (7) calendar days from the
date of the survey.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 269
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.21.2 MAS SERVICE AND SUPPORT REQUIREMENTS
6.21.2.1
System and Carrier Signal Verification
Upon notification from the CDCR Operations Manager, the Prime Contractor
shall conduct a commercial carrier signal verification service at the CDCR
facility where an issue has been identified. Carrier signal verification service
shall verify the commercial wireless carrier signals operating in the same
space as the signal of the MAS at each facility. Signal verification service
shall indicate: the frequencies, channels and Effective Radiated Power (ERP)
of the commercial wireless carrier signals and must also include any other
information required by the Prime Contractor to ensure correct operation of
the MAS. A hardcopy of the system and carrier signal verification report
including changes from the previous site survey shall be provided to the
CDCR Operations Manager. The Prime Contractor shall respond within four
(4) hours to make all necessary corrections.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.2.2
Prime Contractor’s MAS Help Desk for CDCR
The Prime Contractor shall establish a dedicated MAS Help Desk for the
exclusive use of the CDCR Authorized Staff to report, troubleshoot, track,
escalate and resolve MAS service-related issues, and receive user support.
SECTION 6 - Page 270
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.2.3
MAS Help Desk Access
The Prime Contractor shall provide a single MAS toll free number and webbased access to the MAS Help Desk for CDCR Authorized Users. In addition
to the toll free number and web-based access, the Help Desk shall be
accessible by telephone, mail, e-mail, fax, and TTY. The addresses and toll
free telephone numbers for each of these communication methods shall be
published on all correspondence.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.2.4
MAS Help Desk Hours of Operation
The Prime Contractor’s MAS Help Desk shall be available twenty-four (24)
hours a day, seven (7) days per week. Help Desk calls shall only be
handled by live Customer Service Representatives. Automated trouble
ticket systems are not acceptable. IVR and secure web-based trouble ticket
tracking systems may be used to provide status information but will not
replace the need for a live operator. The Help Desk shall be operated within
the United States.
SECTION 6 - Page 271
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.2.5
MAS Help Desk Procedures Manual
The Prime Contractor shall develop, provide, and maintain written Help Desk
troubleshooting procedures specific to the MAS service and environment for
use by the Prime Contractor’s organization. The Procedures will be
submitted to CDCR for approval prior to MAS implementation and upon
modification.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.2.6
MAS Trouble Ticket Reporting and Tracking System
The Prime Contractor will provide an MAS Trouble Ticket Reporting and
Tracking System as described:
1) The CDCR Operations Manager shall have real-time access to all the
information in the Trouble Ticket Reporting and Tracking System
through the Prime Contractor hosted web-based MAS application;
2) CDCR Authorized Staff shall have the ability to open trouble tickets by
calling the toll free Help Desk number available 24-hours a day, seven
(7) days a week;
3) A Trouble Ticket shall be opened for all identified MAS issues;
4) A trouble ticket number will be provided to the reporting party when
the ticket is opened;
5) The Trouble Ticket system shall provide an e-mail notification with all
trouble ticket information to designated CDCR Authorized Staff after
each trouble ticket has been opened and each time the trouble ticket
has been modified or updated;
SECTION 6 - Page 272
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6) Trouble Tickets are to be closed upon successful resolution and only
with the CDCR’s approval by the person that originated the trouble
ticket or by the CDCR Operations Manager or their designated
representative;
7) The Trouble Ticket System shall document and track all impacted
components by their unique inventory identifier as described in
Section 6.22.5.3.3, MAS Current Inventory Report (Monthly);
8) CDCR Operations Manager shall have online access to the complete
ticket data for the term of the Contract;
9) Distribution of trouble tickets notifications shall be configurable for
automatic e-mail distribution of updates. E-mailed trouble ticket
notifications will include a URL link that allows the CDCR Operations
Manager to click on and immediately connect to the on-line trouble
ticket system. A log of all e-mail notifications will be automatically
generated and contained in the body of the ticket; and,
10) The Trouble Ticket System shall provide search capability on any and
all fields detailed in 6.21.2.7 MAS Trouble Ticket Content.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.2.7
MAS Trouble Ticket Content
The following fields will be permanently fixed in a drop-down list or
automatically generated fields. These fields shall be searchable and/or
queried for generation of ad hoc reports as defined in Section 6.22.5.3.4,
MAS Ad Hoc Reports.
Minimum requirements for each ticket shall include:
1) Trouble ticket number;
2) Date and time trouble reported (separate fields);
3) Date and time trouble resolved (separate fields);
4) Total time to repair;
5) Name, call back telephone number and e-mail address of person
reporting trouble;
6) CDCR facility name where trouble was reported;
SECTION 6 - Page 273
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
7) Component(s) affected (Examples: wiring, network equipment,
network transmission, power, software, programming/configuration),
including the Equipment Identification as described in Section
6.22.5.3.3, MAS Current Inventory Report (Monthly);
8) Priority assigned to trouble per 6.21.3, MAS Trouble Ticket Priority
Table;
9) Trouble Ticket Creator (Prime Contractor’s Staff);
10) Reported description of trouble;
11) Name of Prime Contractor’s technician assigned;
12) Date and time technician was dispatched;
13) Date and time technician arrived on-site;
14) Actual description of trouble;
15) Description of resolution;
16) Whether the issue had been previously reported but not resolved
completely and disposition of the previous trouble ticket;
17) Updates with date and time; and,
18) Notes Section.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 274
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.21.3 MAS TROUBLE TICKET PRIORITY TABLE
MAS Trouble Ticket Priority Definitions and Responses
PRIORITY
1 - Critical
RESPONSE
TARGET
CRITERIA
Impact: The MAS service frequency
has ‘bled’ into the community.
30 minutes
RESOLUTION TARGET
Issue will be continuously worked,
24x7x365, until ticket closure or MAS
service stabilization, which would
result in the issue being downgraded
to Major.
Status updates are provided in as realtime as possible. Usually CDCR is in
constant contact with the MAS Help
Desk.
2 – Major
Impact: Full or Partial loss of MAS
service at any site. (i.e.,
unauthorized communications not
being blocked, web application
unavailable).
Four (4)hours
Status updates are provided every four
(4) hours or sooner if developments
occur.
Impact: Data unavailable. The MAS is
unable to fulfill request for data in
response to a warrant obtained by
CDCR.
3 - Minor
4 – Change
Requests&
General
Information
Issue will be continuously worked. until
ticket closure or MAS service
stabilization, which may result in the
issue being downgraded to Minor.
Impact: The issue is considered to
have a noticeable, yet minimal and
manageable impact of CDCR
operations. Issues that affect
reporting are of a nature that is not
impacting call blocking but still
requires attention in order to meet
Contract requirements.
Eight (8)
hours
Requests for general information, and
general information.
16 hours
Issue will be worked until resolved
during regular business hours (8:00
am to 5:00 pm PT, Monday – Friday,
except California state holidays).
Status updates will be provided at the
end of the business day or sooner as
developments occur.
Issue will be worked until resolved
during regular business hours (8:00
am to 5:00 pm PT, Monday – Friday,
except California state holidays).
Status updates will be provided at the
end of the business day or sooner as
developments occur.
Note: The CDCR will work with the Prime Contractor to properly identify the severity of an issue when the issue is
first reported. However, the CDCR reserves the right to escalate the status of any issue to a higher severity at any
time.
SECTION 6 - Page 275
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.4 MAS MAINTENANCE REQUIREMENTS
The Prime Contractor shall provide preventive maintenance as required by the
equipment manufacturer and as necessary to maintain the MAS service. Preventive
maintenance shall be provided on a schedule which is mutually acceptable to the
CDCR Operations Manager and the Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.4.1
Scheduling Remote and Routine Maintenance for MAS
The Prime Contractor shall perform any remote, routine, or scheduled
maintenance during the off-peak hours of 12:00 a.m. to 4:00 a.m. The Prime
Contractor shall provide the CDCR Operations Manager with at least a two
(2) week notice prior to scheduling this type of maintenance.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.4.2
Routine and Preventative Maintenance Requirements and Hardware Refresh
for MAS
The Prime Contractor shall configure the MAS in such a manner that it will
not require on-site support under normal conditions.
SECTION 6 - Page 276
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The MAS equipment shall be maintained and refreshed as required to satisfy
the manufacturer’s recommendations and will be the sole responsibility of the
Prime Contractor.
The MAS software must be kept up to date as required to satisfy the
manufacturer’s recommended update intervals and will be the sole
responsibility of the Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.4.3
System and Carrier Signal Verification
The Prime Contractor shall provide periodic verification of commercial carrier
wireless signals at each CDCR facility where the MAS is deployed. Such
commercial carrier wireless signal verification shall occur no less frequently
than semi-annually at each CDCR facility where the MAS is deployed for the
duration of the Contract. Verification may be performed by any means
capable of verifying commercial carrier wireless signals. Commercial carrier
wireless signal verification shall indicate: the frequencies, channels and
Effective Radiated Power (ERP) of all commercial carrier wireless signals
operating in the same space as the signals of the MAS at each CDCR site.
Commercial carrier wireless signal verification shall include any other
information required by the Prime Contractor to ensure correct and effective
operation of the MAS. The Prime Contractor shall make all necessary
changes to the MAS to ensure correct and effective operation within 15
calendar days of the determination of a change in the commercial carrier
wireless signals requiring an adjustment to the MAS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 277
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.21.4.4
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
MAS Database Update Functionality
The MAS shall broadcast database updates to all appropriate MAS locations
on the network, concurrently and without operator intervention. Bidders shall
describe the proposed scheme.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.4.5
MAS Remedial Maintenance Requirements
Remedial maintenance shall be provided 24-hours a day, seven (7) days a
week.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.4.6
MAS Maintenance Procedures and Scheduling Plans
Bidders shall describe, in detail, Maintenance Procedures and Scheduling
Plans, including any remedial maintenance plans. The schedules shall
include a Table of Maintenance Components including all MAS equipment
with the frequency of required routine and preventative maintenance.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 278
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.21.4.6.1
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
MAS Remedial Maintenance Response Times
The Contactor will respond to trouble ticket issues within the time
frames detailed in Table 6.21.3, MAS Trouble Ticket Priority Table,
including dispatching appropriate resources to the affected facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.5 MAS TRAINING REQUIREMENTS
6.21.5.1
MAS General Training Requirements
The Prime Contractor shall provide a customized training plan as described in
Section 6.21.5.1.3, MAS Training Plan. The Prime Contractor will train
Certified Trainers as described in Section 6.21.5.1.1, Trainer Certification by
CDCR. The Training Plan shall employ a hands-on, classroom and train-thetrainer approach at the CDCR Operations Manager office location.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.5.1.1
Trainer Certification by CDCR
The Prime Contractor shall conduct a training class for the CDCR
Operations Manager. This class shall allow the CDCR to direct
modification of the training syllabus to match the actual CDCR
environment and configuration, as well as to standardize the training
format, materials and terms. The Prime Contractor shall provide a
Training Plan at least two (2) weeks prior to the first CDCR Trainer
Certification presentation.
SECTION 6 - Page 279
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.5.1.2
MAS Administration Training
The Prime Contractor shall provide MAS Administration Training to
CDCR Operations Manager and authorized staff prior to MAS
implementation and as needed throughout the term of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.5.1.3
MAS Training Plan
The Training Plan shall contain a complete syllabus of how CDCR
authorized staff will be effectively taught to use the MAS. The
Training Plan shall include the goals, objectives, timelines, and
benchmarks associated with each training component. The Training
Plan shall also identify each piece of training material included in the
lesson plan (i.e., a MS PowerPoint presentation, or quick reference
guide, or ‘wiki’ type links) as well as the intended use and method(s)
of distribution. The Training Plan shall be subject to approval by the
CDCR Operations Manager. The Training Plan shall be kept current
by the Prime Contractor with modifications or implementation of any
features and/or functionality.
The Prime Contractor shall provide post-installation training/support
materials that may be used as refresher training, including customized
help menus provided in the application, web-based FAQs, Help Desk
support and self-contained training programs (e.g., DVD, web-based).
Bidders shall describe any additional methods of training to be
provided for MAS. These training materials and modifications shall
be subject to approval by the CDCR Operations Manager
SECTION 6 - Page 280
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.21.6 MAS USER MANUALS FOR CDCR AUTHORIZED STAFF
The Prime Contractor shall provide and maintain current MAS User Manuals for
CDCR Authorized Staff.
1) Customized CDCR user manuals shall contain information that pertains
specifically to use of the MAS features and/or functionality by CDCR
Authorized Staff.
There shall be no references to any features or
functionalities that are not provided in the MAS environment to CDCR.
2) CDCR user manuals shall contain detailed and clear instructions on the
operation of the MAS services.
3) CDCR user manuals shall be provided prior to the installation at the first
correctional facility and subject to CDCR approval.
4) CDCR user manuals shall be updated as software version updates and
system configuration changes are made or equipment is installed or modified.
5) The CDCR user manuals may be copied by the State.
6) The Prime Contractor shall develop and maintain current hard-copy and online
documentation of each CDCR user manual necessary for the MAS and make
the documentation available to CDCR upon request.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 281
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.22
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
CDCR MAS ADMINISTRATIVE CONTROL
6.22.1 CDCR MAS ADMINISTRATIVE CONTROL SYSTEM
The Prime Contractor shall provide the CDCR with a secure MAS service that
provides for administrative control and management of authorized wireless
communication devices whitelist per facility and statewide, and control authorized
user access to the MAS. The MAS must track all system log-ons, changes and
modifications to any administrative controls.
The MAS shall provide secure, multilevel access control configurations and definable
staff levels as described in Sections 6.7.6 IWTS Database Access By Authorized
Staffand 6.24.6 MAS Security Management Plan. The MAS shall allow creation of
access levels and assignment of multiple users to those access levels. Additional
access levels may be created throughout the term of the Contract.
Bidders shall submit a description of how they will comply with the MAS
administrative control system requirements described in this section.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.2 SITE VISITS TO PRIME CONTRACTOR’S FACILITIES
The State shall have the right to perform site visits to the Prime Contractor's
California Operations Facilities and Primary Database Storage Facility with 24-hour
notice to the Prime Contractor.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 282
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.22.3 CDCR APPROVAL OF MAS MODIFICATIONS
All software and equipment modifications shall follow a CDCR approved Change
Management Plan prior to implementation in any production environment. The
Prime Contractor shall submit plans to CDCR for approval at least 30 calendar days
prior to any planned implementation.
This requirement applies to all components of the MAS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.4 MAS TOOLS, REPORTS, AND ALERTS
This section describes the MAS Tools, Reports, and Alerts to be provided by the
Prime Contractor for use throughout the Contract term.
Each tool, report, and alert template will be subject to State approval of layout, detail,
and formatting. The Prime Contractor shall implement modifications to the reports
during the term of the Contract at the State’s request at no additional cost.
Within ten (10) business days after Contract award, the State and Prime Contractor
will meet to discuss the timelines and due dates for the implementation and delivery
of the tools and reports in this section. If the Prime Contractor fails to meet the
agreed upon implementation and delivery dates, the State will apply MAS Service
Level Agreements (SLA) to the applicable MAS Tools and Reports described in
Section 6.23.5, MAS Administrative Service Level Agreements.
All monthly reports shall be provided on a calendar month basis and available on the
web-based MAS application in Excel or .pdf file format, at CDCR’s discretion, by the
tenth (10th) calendar day following the end of the reporting period.
Bidders shall provide examples of each report listed in this section with the Bid
response.
SECTION 6 - Page 283
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.4.1
MAS Tools
6.22.4.1.1
Prime Contractor Personnel MAS User Profiles
The MAS shall track the activity of Prime Contractor personnel,
including any Subcontractors that log-into the MAS for any purpose,
including viewing or editing data, systems administration and support,
and other technical reasons.
The Prime Contractor shall, upon request, provide to the CDCR
additional explanations and/or supporting details related to personnel
activities.
Prime Contractor personnel user accounts shall be assigned at the
individual level, without the use of “generic” or “multi-user” accounts.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.4.1.2
CDCR MAS User Profiles
The MAS shall track the activities of all MAS User profile levels.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 284
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.22.4.1.3
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
CDCR MAS User Administration
The Prime Contractor shall ensure that CDCR Operations
Administrator shall have the ability to create, update, and delete
authorized MAS users to individual facilities or statewide.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.4.1.4
MAS Authorized Cellular Device Access Administration
The Prime Contractor shall ensure that CDCR appropriate MAS
operator profiles have the ability to create, update, and delete
authorized cellular device access to individual facilities or statewide.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5 MAS ENTERPRISE HEALTH VERIFICATION
The Prime Contractor shall provide CDCR the ability to monitor and view the following
to verify MAS enterprise health is meeting business requirements:
1)
Status and performance of all components;
2)
Equipment alarms and/or software errors; and
3)
Performance of the servers and web portals.
Bidders shall submit details regarding the MAS topology and how they will provide
control of all of the MAS sites. Bidders shall provide plans describing non-stop
operations to the State.
SECTION 6 - Page 285
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.1
MAS Report Format
The header of each report (to appear centered on each page) shall have the
name of the report and the reporting period. The footer shall include the
page number, number of pages, and date report printed.
All reported time and date information shall reflect PT. The time and date
information shall be synchronized with the same time source that provides
the Blocked Call Detail Record (BCDR) at each facility.
Monthly reports shall include daily totals and a summary of all data at the
bottom of the report.
Summary reports shall be provided for all monthly reports detailing the
summary detail from the monthly reports on a cumulative basis.
Use of color on reports for titles, conditional formatting, and other report
elements shall be limited to shades that will remain readable when printed in
black and white.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.1.1
MAS Blocked Call Detail Record (BCDR)
The MAS shall generate an MAS Blocked Call Detail Record (BCDR)
for all blocked cellular wireless calls which, upon issuance of a
warrant, shall be accessible and available for reporting, analysis, or
viewing. The BCDR shall be viewable on the web-based MAS
application.
SECTION 6 - Page 286
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.1.2
MAS Blocked Call Detail Record (BCDR) Content
The following information shall be captured and stored for all calls
blocked:
1) Correctional facility from which the call was placed;
2) Date and time;
3) Originator’s phone number;
4) Originator’s cellular device hardware ID; and,
5) Destination phone number (dialed digits).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.2
CDCR MAS Administrative Reports and Alerts
6.22.5.2.1
MAS User ID Report
The MAS User ID Creation Report shall reflect the activity of user ID
accounts created/activated during a specific reporting period. This
report shall indicate the name and MAS User ID of the CDCROperations Administrator that created/activated the account with the
date and time stamp, the user account(s) created/activated, the date
the profile was deactivated, last successful or attempted log-in, and all
updates to the account.
SECTION 6 - Page 287
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.2.2
MAS User ID Alert
An alert shall be generated to the CDCR Operations Administrator as
notification when they have created, modified, or deleted a CDCR
user account.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.2.3
MAS Audit Log Report
The Audit Log Report shall record and report the MAS User ID, name,
log-in date and time, activities (files accessed) for each session. The
MAS shall also record and report the user ID, name, time and date of
failed attempts.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.2.4
MAS Authorized Number Alert
An alert shall be generated to the appropriate CDCR operator profile
as notification when they have added or deleted from the authorized
cellular wireless whitelist.
SECTION 6 - Page 288
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.2.5
MAS Authorized Number Report
The MAS Authorized Number Report shall detail the telephone
numbers that have been identified as authorized to hand-off to a
commercial carrier. The MAS Authorized Number Report will include
the unique user identifier of the personnel that entered or modified the
Authorized Number status as well as the dates of status changes to
each number.
The Report shall be provided to CDCR Operations Manager quarterly
for recertification.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.2.6
MAS Authorized Number Expiration Alert
An alert shall be generated when an authorized whitelist cellular
wireless device or group of devices has expired.
SECTION 6 - Page 289
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.2.7
MAS Authorized Number Expiration Report
A report shall be generated for an authorized whitelist cellular wireless
device or group of devices due to expire within 30 calendar days.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.3
MAS Service, Support, and Maintenance Reports
The MAS Service, Support, and Maintenance Reports shall be provided on
a calendar month basis and electronic copies shall be delivered in Excel file
format by the tenth (10th) calendar day following the end of the reporting
period month. Information included in the reports shall only be related to
MAS activities.
Reports shall adhere to formatting requirements described in Section
6.22.5.1, MAS Report Format.
SECTION 6 - Page 290
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.3.1
MAS Data Backup Validation Report
Upon request, the Prime Contractor shall provide MAS Data Backup
Validation Reports to the CDCR Operations Manager. Complications
or problems associated with backup processes shall also be identified
in these reports.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.3.2
MAS Trouble Ticket Report
The MAS Trouble Ticket Report tracks the status and activity of
trouble ticket activity each month. The Trouble Ticket Report shall be
provided electronically on a calendar month basis. The report shall be
delivered in Excel file format by the tenth (10th) calendar day following
the end of the reporting period month.
Fields to be included in the Trouble Ticket Report are as follows:
1)
Trouble Ticket Number;
2)
Date and Time Trouble was Reported;
3)
Time and Date Trouble was Closed;
4)
CDCR Facility Name;
5)
Severity of Service Issue (as reported);
6)
Type of Service Reported;
7)
Description of Service Issue;
8)
Issue Resolution;
9)
Follow-up Required; and,
SECTION 6 - Page 291
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
10) The sum of trouble tickets shall be listed at the bottom of the
report, tallying the number of closed tickets and tickets
remaining open.
The summary of the Trouble Ticket
information shall be carried forward to the Trouble Ticket
Summary Report.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.3.3
MAS Current Inventory Report (Monthly)
The MAS Current Inventory Report provides the CDCR Operations
Manager with a complete accounting of the equipment located at
CDCR facilities and connected to the MAS. The MAS Current
Inventory Report shall include a separate listing of all equipment at
each CDCR facility and a summary of the total inventory at each
facility, by Category of Facility (Adult or Youth) and statewide totals.
The following fields shall be included for each facility:
1) Category of Facility (Adult Institution and Youth Facility);
2) Name of the Facility;
3) Physical Address;
4) Name of the serving LEC;
5) Size of Rack space available (where applicable);
6) Type of hardware equipment;
7) Equipment Identification Number; and,
8) Equipment Location:
a) Yard Location; or,
b) Building Location.
SECTION 6 - Page 292
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
A summary total of each element shall be provided at the bottom of
the report for each CDCR facility, for each Category of Facility and for
all CDCR facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.22.5.3.4
MAS Ad Hoc Reports
The MAS Ad Hoc Reports will be identified by the State on an asneeded basis. These reports may be a modification of existing report
sets or a unique combination of other measuring and tracking
elements available in the MAS. The Prime Contractor shall work
cooperatively with the State in developing the Ad Hoc Reports. There
shall be no limit to the number of Ad Hoc Report requests. Upon
identifying a report template, the Prime Contractor will deliver the
report within ten (10) calendar days. The State may request that the
report template become a standard monthly report to be included with
other monthly reports.
The Ad Hoc Reports shall allow the State to generate reports from
any element in the database that may be useful in performing
trending, statistical analysis or other State obligatory requirements.
Ad Hoc Reports include requests to obtain communication data
collected and stored by MAS as defined in Section 6.20, MAS Data
Management in any reporting format described in Section 6.22.5.1,
Report Format, in the event that CDCR obtains a warrant to discover
such information.
SECTION 6 - Page 293
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.23
MAS SERVICE LEVEL AGREEMENTS
The intent of this section is to provide the CDCR Authorized staff and Prime Contractor with
requirements that define and assist in the management of the Service Level Agreements
(SLAs). This section identifies and explains the required SLAs for the business and systems
requirements and defines performance objectives, measurement processes, and Rights and
Remedies. The Prime Contractor’s services include everything from the planning and
installation of the on-site MAS and the ‘back-end’ systems that manage, control and support
each of the components that make up the complete MAS service.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.23.1 MAS SLA GENERAL REQUIREMENTS
1) The Prime Contractor shall act as the single point of contact coordinating all
entities to meet the State’s needs for provisioning, maintenance, restoration and
resolution of service issues or that of their affiliates, subsidiaries, any
Subcontractors, or resellers under this Contract.
2) All SLAs will be applied 24-hours a day, seven (7) days a week.
3) All SLAs shall be classified as either Technical or Administrative. Unless
otherwise stated in the SLA, all technical SLAs shall be applied to all systems
and components.
4) The Prime Contractor shall monitor all service levels and identify when the
service has failed to meet the SLA objective identified in Section 6.23.4, MAS
Technical Service Level Agreements, and Section 6.23.5, MAS Administrative
Service Level Agreements. The Prime Contractor will apply Rights and
Remedies in accordance with SOW Section 11, Annual Run Rate and Cost
SECTION 6 - Page 294
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Adjustments. The Prime Contractor will apply and report all SLA occurrences to
the State on a monthly basis in accordance to Section 6.23.6, MAS Service Level
Agreement Reports.
5) The State will perform periodic SLA audits to ensure the Prime Contractor is
accurately identifying, reporting, and applying remedies for all SLAs. There is no
expiration for applying Rights and Remedies. The State may elect to recalculate
any previous year’s Run Rate Minutes of Use Method or SLA Run Rate Method
as defined in SOW Section 11, Annual Run Rate and Cost Adjustment. The
Prime Contractor shall correct all errors within 30 calendar days of written
notification from the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.23.2 MAS RIGHTS AND REMEDIES
If an outage/performance event fails to meet one (1) or more of the SLA objectives,
only the most severe SLA Rights and Remedies will be applied.
To the extent that the Prime Contractor offers additional or more advantageous rights
and/or remedies, the State shall be entitled to exercise the rights and/or remedies
therein.
Rights and Remedies will apply to each SLA in which the SLA objective was missed.
The Rights and Remedies compensation for missed SLA objectives may require the
Prime Contractor to apply usage minutes to the Run Rate totals every month as
described in SOW Section 11, Annual Run Rate And Cost Adjustments.
The Prime Contractor will automatically calculate, report, and apply all Rights and
Remedies.
Rights and Remedies shall be assessed monthly and applied toward the Run Rate
totals within 60 calendar days from the last day of the month in which the SLA
objective was missed.
In addition, Rights and Remedies for all SLAs will allow the option for the State to
invoke the escalation process described in Section 6.24.3, MAS Escalation Plan.
SECTION 6 - Page 295
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.23.3 MAS TROUBLE TICKET STOP CLOCK CONDITIONS
The MAS Trouble Ticket Stop Clock Conditions will allow the Prime Contractor to
adjust the SLA outage durations based on the criteria described below.
Stop Clock criteria include:
1)
Periods when a restoration or testing effort is delayed at the specific request
of the CDCR Authorized Staff. The Stop Clock condition shall exist during
the period the Prime Contractor was delayed, provided that reasonable and
documented efforts are made to contact the CDCR Authorized Staff during
the applicable Stop Clock period.
2)
Time after a service has been restored, but CDCR Authorized Staff request
that the ticket be kept open for observation. If the service is later determined
by the CDCR Authorized Staff to not have been restored, the Stop Clock shall
continue until the time the CDCR Authorized Staff notifies the Prime
Contractor that the service has not been restored.
3)
Time after a service has been restored, but CDCR Authorized Staff are not
available to verify that the service is working. If the service is later
determined by the CDCR Authorized Staff to not have been restored, the
Stop Clock shall apply only for the time period between the Prime
Contractor's attempt to notify the CDCR Authorized Staff that the Prime
Contractor believes the service has been restored and the time the CDCR
Authorized Staff notifies the Prime Contractor that the service has not been
restored.
4)
Failures occurring as a result of a power problem, outside the control of the
Prime Contractor, which exceeds 30 minutes, except where power is
provided by a CDCR generator. Stop Clocks will apply after the initial 30
minutes as required in Section 6.17.8, MAS Power Requirements. Power
outages resulting from a backup generator test will not be considered a Stop
Clock condition. Power outages as a result of the Prime Contractor will not
be considered a Stop Clock condition.
5)
The following contact/access problems, provided that Prime Contractor
makes specific efforts to contact the appropriate CDCR staff for site access
during the applicable Stop Clock period:
SECTION 6 - Page 296
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
a) Access necessary to correct the problem is not available because
access has not been arranged by appropriate site contact or CDCR
authorized staff representative;
b) Site access is not granted to a technician who displays proper
identification;
c) Site has limited hours of access that directly impacts the Prime
Contractor’s ability to resolve the problem;
d) If it is determined later that the cause of the problem was not at the site
in question, then the Stop Clock shall not apply;
e) If CDCR prevents or delays the Prime Contractor’s resolution of the
problem, the delay shall be documented on the trouble ticket. In such
event, the Prime Contractor shall make a reasonable request to CDCR
authorized staff to correct the problem or delay; or,
f)
Delays in the process of admittance to the CDCR facility.
6) Failure of the trouble ticket originator or responsible CDCR Authorized Staff to
return a call from Prime Contractor’s technician for on-line close-out of trouble
tickets after the service has been restored as long as the Prime Contractor
can provide documentation substantiating message.
7) An outage directly related to any properly performed scheduled maintenance
or upgrade by the Prime Contractor. Any such Stop Clock condition shall not
extend beyond the scheduled period of the maintenance or upgrade. SLAs
will apply for any maintenance caused outage beyond the scheduled
maintenance period. Outages occurring during a scheduled maintenance or
upgrade period and not caused by the scheduled maintenance shall not be
subject to this Stop Clock criteria.
8) Any problem or delay caused by a third party not under the control of the
Prime Contractor, not reasonably preventable by the Prime Contractor,
including cable cuts not caused by the Prime Contractor. The Prime
Contractor’s affiliates, subsidiaries, or any Subcontractors shall be deemed to
be under the control of the Prime Contractor with respect to the equipment,
services, or facilities to be provided under this Contract.
9) Force Majeure events, as defined in Attachment 2, General Provisions –
Information Technology (GSPD-401IT, 06/08/10) of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 297
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.23.4 MAS TECHNICAL SERVICE LEVEL AGREEMENTS
SERVICE
LEVEL
MAS RF Signal
Containment –
Critical
MAS Facility
Coverage
6.18.1.1
MAS RF Signal
Interference
With CDCR
Licensed
Frequencies –
Critical
Radio Frequency
Interference
6.18.4.1
DEFINITION
MEASUREMENT
RIGHTS AND
REMEDIES
Any lack of RF signal containment
outside the CDCR defined
coverage area causing RF
interference and thus resulting in
blocked calls.
The RF Signal Containment will be based
upon the opening of a trouble ticket as a
result of a blocked call(s) outside CDCR
defined coverage areas. While blocked calls
are occurring outside the defined coverage
areas the trouble ticket will remain open.
No blocked calls
outside the defined
coverage area.
100% of the total
trouble ticket open
duration time will be
added to the Run Rate.
Any incident of RF interference
caused by the MAS that disrupts
normal operations of any CDCR
licensed radio frequencies at each
facility and the defined coverage
areas for those CDCR licensed
frequencies.
The RF Signal Containment will be based
upon the opening of a trouble ticket as a
result of an RF interference incident within
CDCR defined coverage areas. While RF
interference of other CDCR licensed
frequencies is occurring within the defined
coverage areas the trouble ticket will remain
open.
No RF interference with
any CDCR licensed
frequencies at each
facility.
100% of the total
trouble ticket open
duration time will be
added to the Run Rate.
Degradation of
Fixed Radio
Receivers
6.18.4.2
Degradation to
Subscriber Units
6.18.4.3
MAS Facility
Coverage
6.18.1.1
SECTION 6 - Page 298
Addendum #5
MONTHLY
OBJECTIVE
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.23.4 MAS TECHNICAL SERVICE LEVEL AGREEMENTS (CONTINUED)
SERVICE
LEVEL
DEFINITION
MEASUREMENT
MAS Service
Availability
The monthly availability percentage
equals the MAS scheduled uptime
per month less unavailable time
divided by scheduled uptime per
month multiplied by 100. This SLA
is based on 100% system
functionality and accumulated
outage duration will include trouble
tickets opened at the individual
component level.
The monthly availability percentage shall be
based on the accumulative total of all trouble
ticket outage durations per MAS which
include circuit, device and/or application at a
CDCR facility, per calendar month.
(Includes
Hosted WebBased
Application
6.18.5)
MAS Time to
Repair
MAS
Processing of
9-1-1 ETS Calls
6.18.6.1
Any failure or security breach of
the MAS resulting in the loss of full
or partial service of the MAS at
any single or multiple CDCR
facilities and/or reported coverage
area dead-zone for more than four
(4) hours.
All 9-1-1 emergency calls must be
processed by the MAS to
commercial carriers regardless of
call source.
RIGHTS AND
REMEDIES
100% system
functionality 99.45 of
the time.
Five (5) times the
accumulative total
monthly down time will
be added to the Run
Rate each month the
objective is not met.
The failure or security breach shall be
determined by the alert resulting from the full
or partial failure or security breach causing the
event or the opening of a trouble ticket by a
CDCR Authorized Staff, whichever occurs
first. The Prime Contractor shall open a
trouble ticket for the MAS failure or security
breach and the MAS will be considered out of
service from the first notification until the
Prime Contractor determines the service is
restored. Any service reported by Customer
as not having been restored shall have the
outage time adjusted to the actual restoration
time.
Minimum: Less than
four (4) hours to repair.
Five (5) times the total
down time per trouble
ticket will be added to
the Run Rate per MAS
outage.
The call processing SLA will be based upon
the opening of a trouble ticket as a result of a
blocked 9-1-1 emergency call(s). If 9-1-1
emergency blocked calls are concurrently
occurring at various locations, the trouble
ticket will remain open until all blocked call
issues at a single CDCR facility are resolved.
No blocked 9-1-1
emergency calls.
Scheduled uptime is based on 24 x 7 x
number of days in the month. All outage
durations applied to other SLAs, which result
in a remedy, will be excluded from this
monthly accumulative total.
SECTION 6 - Page 299
Addendum #5
MONTHLY
OBJECTIVE
The State has the
option to request an
Executive Service
Summary.
Five (5) times the total
trouble ticket duration
will be added to the Run
Rate per affected caller.
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.23.4 MAS TECHNICAL SERVICE LEVEL AGREEMENTS (CONTINUED)
SERVICE
LEVEL
DEFINITION
MAS Authorized
Cellular Device
Call Processing
Any incident of a blocked call from
any authorized cellular wireless
device to commercial carriers
caused by the MAS occurring
inside the CDCR defined coverage
areas.
The call processing SLA will be based upon
the opening of a trouble ticket as a result of a
blocked call (s) from an authorized device
inside the CDCR defined coverage areas. If
blocked authorized device calls are
concurrently occurring at various locations
around a facility, the trouble ticket will remain
open until all blocked authorized device call
issues at a single CDCR facility are resolved.
No blocked authorized
device calls inside the
CDCR defined
coverage areas.
100% of the total
trouble ticket open
duration time will be
added to the Run Rate
per affected caller.
The monthly availability percentage
equals the scheduled uptime per
month less unavailable time
divided by scheduled uptime per
month multiplied by 100. This SLA
is based on 100% system
functionality and can be applied at
the individual component level.
The monthly Availability percentage shall be
based on the accumulative total of all trouble
ticket outage durations per circuit, device
and/or application, per calendar month.
DS0 >99.2%
Scheduled uptime is based on 24 x 7 x
number of days in the month. All outage
durations applied to other SLAs, which result
in a remedy, will be excluded from this
monthly accumulative total.
OCX >99.8%
50% of the total monthly
down time will be added
to the Run Rate per
device, circuit/phone
number, or application.
Packets lost between the customer
edge device and the Prime
Contractor’s Centralized data
Storage facility.
The CDCR Authorized Staff is responsible for
opening a trouble ticket with the Prime
Contractor Help Desk when the packet loss
exceeds the committed level. The problem
requires timely verification, consistent with
industry standards (e.g., protocol analyzer), by
the Prime Contractor. Trouble shall be
tracked as a QoS problem using a special
disposition code on the trouble ticket. QoS
tickets shall not count in Availability or Time to
Repair measurements unless and until the
CDCR Authorized Staff reports service as
unusable for its intended uses.
Minimum: 0.5 percent
(0.5%) maximum
packet loss for three (3)
consecutive months.
MAS
Functionality
6.18.1
MAS Data
Availability
MAS Blocked
Call Detail
Records
6.22.5.1.1
Packet Loss
MAS Data, Logs,
and Report
MEASUREMENT
SECTION 6 - Page 300
Addendum #5
MONTHLY
OBJECTIVE
DS1 >99.5%
DS3 >99.8%
RIGHTS AND
REMEDIES
or
If the centralized
database is not
accessible from the
internet for more than
two (2) hours.
720 minutes per day will
be added to the Run
Rate after the third
consecutive month the
objective is not met until
issue is resolved.
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.23.4 MAS TECHNICAL SERVICE LEVEL AGREEMENTS (CONTINUED)
SERVICE
LEVEL
DEFINITION
System and
Carrier Signal
Verification
(SCSV)
Compliance
The Prime Contractor shall perform
a SCSV semi-annually in
accordance to System and Carrier
Signal Verification Section 6.21.2.1
MAS
Provisioning
MAS
Implementation
MAS
Implementation
Plan 6.24.8
MAS Regulatory
and Legislative
Compliance
Section 6.17.1
MEASUREMENT
RIGHTS AND
REMEDIES
CDCR will validate compliance based on the
SCSV Annual Report for each CDCR Facility.
100% compliant.
300 minutes per
commercial carrier, per
facility, per day,
beginning 30 calendar
days after completion of
the SCSV.
Provisioning is defined as moves,
adds, changes (MAC), and deletes
completed by the Prime Contractor
on or before the MAS Work Order
Request negotiated due date(s).
Install intervals are based on CDCR and
Prime Contractor negotiated due dates
identified in the MAS Work Authorization.
Service provisioned on
or before the due date
per install order.
500 minutes will be
added to the Run Rate
per day past the MAS
Work Order Request
negotiated due date(s).
Prime Contractor shall meet its
obligation to implement in
accordance to Section 6.24.8, MAS
Implementation Plan, with
acceptance by CDCR for each
CDCR facility.
The Prime Contractor must receive approval
from CDCR that each CDCR facility
implementation has been completed in
accordance with the approved implementation
plan identified in Section 6.24.8, MAS
Implementation Plan and timeframes
mandated by regulatory and legislative
changes.
The Prime Contractor must ensure
MAS signals and all commercial
wireless carrier signals are
operating in the same space. The
Prime Contractor shall make all
compliance changes to MAS within
30 calendar days of verification
service.
This includes all ongoing regulatory
and legislative compliance
implementations as a result of
MAS Regulatory and Legislative
Compliance Section 6.17.1.
SECTION 6 - Page 301
Addendum #5
MONTHLY
OBJECTIVE
100% implementation
on or before the
scheduled due date,
per CDCR facility.
2880 minutes a day, per
facility, not completed
will be added to the Run
Rate.
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 302
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.23.5 MAS ADMINISTRATIVE SERVICE LEVEL AGREEMENTS
SERVICE LEVEL
DEFINITION
MAS Reporting
All reports shall meet the
requirements, be fully functional,
and delivered in accordance with
the timelines required in Section
6.22.4, MAS Tools, Reports And
Alerts and Section 6.23.6 MAS
Service Level Agreement Reports.
See Objective
All Contactor provided tools and
reports shall be functioning and
accepted by the State based on
the implementation timeline.
Within 10 business days after Contract award,
the Prime Contractor and the State shall agree
to the implementation timeline dates for the
tools and reports listed in this table. Unless
mutually agreed upon, the implementation
timeline shall not exceed six (6) months
following the Contract award date.
CDCR MAS
Administrative
Reports and
Alerts 6.22.5.2
MAS Service
Support and
Maintenance
Reports 6.22.5.3
MEASUREMENT
OBJECTIVE
SEVERITY
Deliver all reports
within three (3)
business days of the
Prime Contractor and
State mutually agreed
delivery dates from
Section 6.22.4, MAS
Tools, Reports And
Alerts.
500 minutes per
report, per month will
be added to the Run
Rate.
All tools and reports
shall meet the
requirements, be fully
functional, accepted by
the State and delivered
in accordance with the
timelines.
250 minutes per
report/tool per week
until implemented will
be added to the Run
Rate.
Service Level
Agreement
Reports 6.23.6
MAS Tools and
Report
Implementation
Additional or
replacement tools and
reports shall be fully
functional and accepted
by the State by dates
agreed upon by the
State and the Prime
Contractor.
SECTION 6 - Page 303
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.23.5 MAS ADMINISTRATIVE SERVICE LEVEL AGREEMENTS (CONTINUED)
SERVICE LEVEL
DEFINITION
MEASUREMENT
OBJECTIVE
MAS Tool
Availability
The monthly availability
percentage for each tool equals
the scheduled uptime per month
less unavailable time divided by
scheduled uptime per month
multiplied by 100 per tool.
Scheduled uptime is based on 24 x
7 x number of days in the month.
CDCR shall report any failure or problem to the
CDCR Help Desk and a trouble ticket shall be
opened.
100% functional 99% of
the time for each tool,
measured on a monthly
basis.
Prime ContractorMAS Trouble
Ticket Reporting
and Tracking
System 6.21.2.6
Prime
Contractor’s MAS
Help Desk for
CDCR 6.21.2.2
SEVERITY
2880 minutes per tool
will be added to the
Run Rate.
The tool is unusable during the time the ticket
is recorded as open until restoration of the tool.
Stop clocks in Section 6.23.3, MAS Trouble
Ticket Stop Clock Conditions, shall apply.
The availability percent shall be calculated by
adding the duration times for all trouble tickets
opened on a single tool within the calendar
month.
Bidder understands and agrees to meet or exceed all of the Requirements as stated above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 304
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.23.6 MAS SERVICE LEVEL AGREEMENT REPORTS
Monthly Service Level Agreement Reports shall be posted to the Prime
Contractor’s web-based MAS application. The report(s) must be loaded onto the
web site and available to the CDCR-HQ Administrator and the California
Technology Agency in a data extractable application. The Prime Contractor shall
provide the reports described in this section.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.23.6.1
Monthly MAS Trouble Ticket Report
All trouble tickets must appear in a SLA report within 60 calendar days of the
trouble ticket service restoration date. The report shall list all trouble tickets
with a service restoration time stamp, occurring within the reported month,
including tickets not qualifying for Rights and Remedies. This report shall
show what SLA Rights and Remedies were applied to each ticket number,
when applicable.
The Monthly MAS Trouble Ticket Report shall include the following detail:
1. Report period;
2. Prime Contractor’s trouble ticket number;
3. Phone number/device ID;
4. Brief trouble symptom;
5. Brief restoration description;
6. Name of CDCR facility;
7. Service address of reported trouble. Separate fields and no
abbreviations for each;
a) Street;
b) City; and,
c) Zip Code.
8. Ticket open date;
9. Open time;
10. Problem restoration date;
11. Problem restoration time stamp;
12. Problem restoration duration;
13. Total stop clock duration;
SECTION 6 - Page 305
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
14. Outage duration;
15. Yes/No if qualified for SLA;
16. QoS disposition code;
17. Type of SLA applied; and,
18. Right and Remedies applied to each ticket (minute amounts), when
applicable.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.23.6.2
MAS Critical Radio Frequency Service Issue SLA Report
The MAS Critical Radio Frequency Service Issue SLA Report shall be
reported independently on a per occurrence basis. A Critical Radio Frequency
Service Issue SLA Report shall be provided to CDCR within 60 calendar days
of the restoration date. Critical Radio Frequency Service Issue Reports shall
include the following information:
1)
Reporting period;
2)
Date and time of occurrence;
3)
Service, and component type;
4)
The CDCR facility name;
5)
Ticket open date;
6)
Ticket open time;
7)
Problem restoration date;
8)
Problem restoration time;
9)
Total stop clock duration;
10) Outage duration; and,
11) Right and Remedies.
SECTION 6 - Page 306
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.23.6.3
Monthly MAS SLA Summary Report
The Prime Contractor shall provide a Monthly MAS SLA Summary Report that
includes the total system availability, number of tickets opened, number of
tickets with remedies applied, total number of tickets with remedies applied
per SLA type, total remedies/minutes/subtotaled per SLA type, and grand total
remedies/minutes applied for the month. Report shall have the ability to group
by CDCR facility.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.23.6.4
MAS Executive Service Summary Report
An MAS Executive Outage Summary Report may be requested by the CDCR
Operations Manager for any significant network outage or critical service
failure. An MAS Executive Outage Summary Report shall include the
following information:
1) Outage description;
2) Date and time of outage began;
3) Date and time of resolution;
4) Resolution description;
5) Prime Contractor trouble ticket number;
6) Service location;
7) "Impact to the State" (number of users affected/locations/service
types);
8) Chronology of Prime Contractor steps to resolve the problem; and,
9) "Path Forward" (steps taken to mitigate future outages).
SECTION 6 - Page 307
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The Prime Contractor shall provide an initial report within 24-hours of recorded
incident to be followed with a comprehensive report delivered within 30
calendar days.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.23.6.5
Annual MAS SLA Trouble Ticket Summary Report
The Prime Contractor shall provide an Annual MAS SLA Trouble Ticket
Summary Report displaying the grand total number of trouble tickets, number
of trouble tickets with remedies per SLA type, total remedies/minutes per SLA
type, grand total number of tickets with remedies/minutes and grand total of
remedies/minutes.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.23.6.6
Annual MAS SLA Trouble Ticket Summary by CDCR Facility Report
The Prime Contractor shall provide an Annual MAS SLA Trouble Ticket
Summary by CDCR Facility Report containing the total number of trouble
tickets per CDCR facility. For each facility, provide total number of trouble
tickets by SLA type and remedies applied for each SLA type.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 308
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.24
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
MAS BUSINESS PLAN REQUIREMENTS
Given the size and complexity of the MAS, the State seeks to confirm that the selected
Prime Contractor will have both the size and sophistication to effectively implement and
support the Contract. Bidders shall provide plans that identify the Bidder’s approach to
various aspects of supporting the MAS as described in this section. These plans will be
used as a foundation for the development of final comprehensive plans as directed by
the CDCR Operations Manager. The Prime Contractor shall meet with the CDCR
Operations Manager to finalize the plans. All plans will be submitted within 30 calendar
days following Contract award and will become part of the Contract upon approval by the
CDCR Operations Manager.
CDCR Operations Manager will approve or reject submitted plans within ten (10)
business days. Plans rejected under CDCR review must be resubmitted within 15
calendar days.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.1 PRIME CONTRACTOR MAS BUSINESS PLAN
Bidders shall provide a Prime Contractor MAS Business Plan as described below,
and annually thereafter, that details and demonstrates that qualified staff and
resources are available to support the business and contract requirements and
management activities consistent with the terms and conditions of the Contract.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.1.1
MAS Staffing and Resource Requirements
Bidders shall describe and identify the appropriate staff resources to be
assigned upon award of the Contract as listed below:
SECTION 6 - Page 309
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
1) A list of personnel classifications assigned with required skills
defined for each classification.
2) An organization chart of personnel assigned to the Contract.
3) Brief resume statements and percentage of time key personnel will
be dedicated to implementation and ongoing Contract
responsibilities, including the following:
a) Executive Officers;
b) Dedicated Contract Program Manager;
c) Project Manager (Implementation/Transfer, as appropriate);
d) Service Operations Manager; and,
e) Training Manager.
4) Executive level personnel shall be available to meet and confer with
the State on Contract related issues at the CDCR Operations
Manager office location; and,
5) Other key personnel shall be available to work in California.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.1.2
MAS Staffing and Resource Background Check Requirement
California Public Utilities Code Section 7910, subdivision (b), requires that all
independent Prime Contractors or vendors of a telephone corporation and
their respective employees have a background check performed. CDCR
requires that a LiveScan background check be conducted prior to
implementation and throughout the Contract. The Prime Contractor and any
Subcontractors will be required to complete the CDCR forms that include
providing personal information described in SOW Exhibit A, Gate Clearance
Information and Approval Sheet. Prime Contractor or any Subcontractor
employees who do not pass the required background screening criteria
cannot be assigned to any work area with access to MAS data or systems.
Gate Clearances by a CDCR facility may take up to two (2) weeks.
Issuance of a Statewide CDCR identification badge from CDCR
Headquarters may take up to 60 business days.
SECTION 6 - Page 310
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.1.3
MAS General Business Process Requirements
Bidders shall describe in detail the business and Contract management
processes.
Bidders shall describe in detail the ongoing processes and commitment to
providing quality service.
Bidders shall describe in detail the business processes for
implementation and Transition-Out of the MAS portion of the Contract.
the
Bidders shall describe in detail the business processes for initiating service
orders, procurement of MAS equipment, tracking of trouble reports, and
adherence to Contract terms and conditions.
Bidders shall describe in detail the processes for installing, servicing and
maintaining the various components of the MAS.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.2 MAS PROJECT MANAGEMENT PLAN
Bidders shall submit a proposed MAS Project Management Plan that details and
demonstrates an understanding of the project management requirements and the
need for properly qualified staff for effectively installing multiple systems, in short time
frames, across a wide geographical area and in tight coordination with the State, any
Subcontractor, cellular commercial carriers, and other vendors. The Plan shall
address the 18 month implementation of all required equipment and services
following Contract award. The MAS Project Management Plan shall address
installation and the on-going management of the MAS Contract components.
SECTION 6 - Page 311
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The Prime Contractor will meet with the State to finalize the MAS Project
Management Plan within 30 calendar days of Contract award.
Acceptance Testing of each site must be completed and approved by CDCR prior to
commencement subsequent phases.
Exhibit 6-S, Managed Access System
Implementation of Facilities includes the detail of the MAS implementation in phases
and timeframes.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.2.1
Project Management Methodology
Bidders shall describe how they will use a formal Project Management
Methodology to manage the entire project (e.g. based on IEEE, PMBOK, or
comparable).
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.2.2
MAS Project Schedule
Bidders shall provide a MS Project Schedule (2003 or newer) for the MAS
implementation and describe how they will keep the project on schedule. The
MAS Project Schedule shall include tasks, durations, deliverables, responsible
parties, dependencies, start and end dates, schedule variances, and
completion status.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 312
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.24.2.3
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Site Specific Information Requests for MAS
The Bidder’s project plan shall describe how Site Specific Information
Requests will be communicated in writing for implementation prior to the start
of each phase of work. Plan shall include materials and decisions from the
CDCR Operations Manager The methods the Contractor shall use to request
information from the CDCR Operations Manager are detailed in the SOW,
Exhibit F, Inmate/Ward Telephone System/Managed Access System Contract
Change Request and SOW, Exhibit G, Request For Information California
Department of Corrections and Rehabilitation Inmate/Ward Telephone
System/Managed Access System.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.2.4
Project Manager Certification for MAS
The Prime Contractor's proposed Project Manager must be certified by a
recognized project management organization (e.g. University certifications or
PMI) and must have a minimum of five (5) years’ experience managing large
scale telecommunications implementations.
Bidders shall describe the certification of the Project Manager that will be
assigned to the MAS project.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.2.5
MAS Project Teams
The MAS Project Management Plan shall clearly detail (by name) staff and
any Subcontractors who will be responsible for each phase of the project
implementation and separately detail the core team that will be responsible for
all maintenance and operations.
SECTION 6 - Page 313
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The MAS Project Management Plan shall state how many support technicians
will be allocated to this Contract and identify where they will be located in
order to meet the response time requirements.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.3 MAS ESCALATION PLAN
The Bidder shall provide an Escalation Plan which details procedures, processes, and
personnel for use during an MAS failure.
The MAS escalation procedures shall be subject to State approval and all Prime
Contractor staff identified in the escalation plan shall be capable of being contacted by
the authorized State staff.
The Prime Contractor shall provide three (3) escalation levels from the organization to
address unanticipated difficulties like installation concerns, system downtime, and
degradation of services.
The Prime Contractor shall also provide additional escalation policies and points of
contact, including contact numbers (office telephone, mobile telephone, facsimile, email), titles, and chain of command, for use in case the Prime Contractor's efforts by the
single point of contact are insufficient in resolving a particular situation.
If the primary contact point is not the MAS Project Manager, the Prime Contractor shall
clarify the relationship of the Project Manager in the escalation process.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.4 MAS CHANGE MANAGEMENT PLAN
The State’s telecommunications and MAS operations, and infrastructure must
constantly evolve and adapt to the changing environment in order to continually
improve the delivery of services. The State seeks a Bidder that will implement
procedures to accommodate changes to services, applications, and systems.
SECTION 6 - Page 314
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
The Prime Contractor is to establish MAS Change Management Plan processes jointly
with the CDCR Operations Manager that are compatible with the State’s change
management processes as found in Bidder’s Library. The Prime Contractor shall also
maintain and administer electronic change management processes that communicate,
assess, monitor, and control all changes to system resources and processes. The
Prime Contractor shall manage changes so that a stable MAS telecommunications
environment is maintained during all change activities.
All changes shall have the appropriate vendor and CDCR management level approvals
before implementing the change into production. CDCR Operations Manager will detail
the change with the Prime Contractor when a change becomes necessary.
The Prime Contractor shall ensure that all software modifications and upgrades are
deployed using the configuration management, documentation, integration, and
transition requirements of this Contract during the maintenance period.
Bidders shall provide an MAS Change Management Plan that addresses changes to
system hardware, software and documentation using standardized methods, processes
and procedures in order to minimize the number and impact of any related incidents
upon service. The MAS Change Management Plan shall include details of how
requirements are defined, changes are planned (including roll-back planning), tested,
verified, documented and how version control is handled. The Bidder shall provide a
proposed plan of resources and schedule for software design, development, testing,
and deployment of all application modifications and upgrade requests as defined by the
CDCR Operations Manager.
The MAS Change Management Plan shall describe the implementation approach in
order to manage the State’s evolving and changing requirements during the course of
the Contract.
The MAS Change Management Plan shall describe how the change control process
will ensure that:
1) All changes to the MAS environment are managed;
2) Changes will be implemented with minimal impact on the State;
3) All changes will be tested and accepted by CDCR prior to implementation; and,
4) The State will be given timely notification of pending changes.
The MAS Change Management Plan shall also describe the review and reporting
process the Bidder proposes to track the effect of implemented changes.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 315
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.24.5 MAS CONFIGURATION MANAGEMENT PLAN
The MAS Configuration Management Plan focuses on establishing and maintaining
consistency of a system's performance and the functional and physical attributes with
the requirements, design, and operational information throughout the term of the
Contract. The Bidder shall describe the plan to keep the MAS hardware and software,
along with the documentation, consistent and current.
The Prime Contractor's Configuration Management Plan shall be updated and shared
with CDCR Operations Manager when the following components are modified:
1) Hardware installed or upgraded; and,
2) Software/firmware installed or upgraded.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.6 MAS SECURITY MANAGEMENT PLAN
Bidders shall provide an MAS Security Management Plan that details and
demonstrates the physical and data security requirements for both the MAS and the
Bidder’s own facilities and process. The plan shall address the requirements detailed
in the following Sections:
1) Section 6.19, MAS Security; and,
2) Section 6.20, MAS Data Management.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 316
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
6.24.7 MAS SERVICE, SUPPORT, AND MAINTENANCE PLAN
Bidders shall provide an MAS Service, Support, and Maintenance Plan that
describes the processes and procedures to provide service to the State in support of
the MAS as detailed in Section 6.21, MAS Service, Support, and Maintenance. An
MAS Help Desk shall be provided for service, support and maintenance functions.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.8 MAS IMPLEMENTATION PLAN
Exhibit 6-S, Managed Access System Implementation of Facilities provides a phased
implementation with timeline. Bidders shall provide an Implementation Plan that
details how to effectively and efficiently handle the implementation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.8.1
CDCR Impact
Bidders shall describe in detail how the process will minimize CDCR
operations impact during implementation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 317
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.24.8.2
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
MAS Implementation Planning and Scheduling
Bidder shall describe in detail the MAS Implementation Planning and
Scheduling that ensures timely deployment of all contracted services, as
follows:
1) Quantities and complexities of required equipment;
2) Acceptance prior to full implementation;
3) Ordering required circuits;
4) Facility access restrictions;
5) Facility infrastructure;
6) MAS Training;
7) Public safety considerations;
8) Impact from limited State resources; and,
9) Establishing user accounts.
The Implementation timeframe shall occur over an 18 month period. The
Implementation period will begin upon the award of the Contract and will end
upon the successful installation and fully operational MAS that has been
accepted by the CDCR Operations Manager at all CDCR facilities.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.8.3
Transfer of MAS Equipment Ownership
The Prime Contractor shall abandon in place, at no cost to the State, all affixed
assets and associated cabling as part of the MAS Transition-Out process to
the future MAS Contract. The Prime Contractor shall continue to maintain all
equipment until the MAS Transition-Out process has been completed and
accepted by the CDCR Operations Manager. Major milestones dates shall be
identified by CDCR Operations Manager in the approved MAS Transition-Out
Plan.
SECTION 6 - Page 318
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.9 MAS TRANSITION-OUT PLAN
During the Contract term, the State will engage in a competitive bid process to award
replacement services to be in effect at the conclusion of the Contract. The
replacement services may replicate or be similar to MAS services or may include new
strategies for providing inmate and ward telephone services.
The State acknowledges the level of difficulty in anticipating future transition
requirements without knowledge of future systems; however, it is critical the Prime
Contractor declares and commits to what it considers its responsibility and
participation in transition of services, and to the extent possible, demonstrate how it
would plan and conduct the transition of its the services to a new contractor.
To ensure that the CDCR business objectives are met, the CDCR Operations
Manager shall have final approval of the MAS Transition-Out Plans.
The Bidder will submit a Transition-Out Plan for the following:
1) The Prime Contractor shall participate in the MAS Transition-Out phase at the
end of the Contract term or cancellation of the Contract, whichever occurs
first;
2) The entire transition process must be transparent and at no cost to the State;
and,
3) Coordination and development of a transition plan will be organized between
the incumbent, the State, and the new Prime Contractor.
To ensure that the CDCR business objectives are met, the CDCR Operations
Manager shall have final approval authority of the MAS Transition-Out Plans.
Bidders shall provide an MAS Transition-Out Plan that details how to effectively and
efficiently handle the Transition-Out to the future MAS Prime Contractor.
SECTION 6 - Page 319
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.10 MAS STRATEGIC AND OPERATIONAL PLANNING
The Prime Contractor will work with the State for technology planning and is expected
to assist in:
1) Development of goals and objectives;
2) Assessment of the current environment; and,
3) Development and analysis of recommended strategies, solutions, and
alternatives.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.11 MAS ACCEPTANCE TEST PLAN
Bidders shall provide an MAS Acceptance Test Plan detailing the scope, approach,
resources, and schedule of intended activities that will be used to verify and ensure
that the MAS meets all requirements.
The Plan shall reference functional
requirements, any risks requiring contingency planning, and include acceptance
criteria in a traceability matrix. Plan shall specifically address impact testing to ensure
all other RF systems are fully functional while MAS services are operational.
A final Acceptance Test Plan shall be provided within 30 calendar days of contract
award. Final Acceptance Test Plan shall be reviewed and approved by the State.
SECTION 6 - Page 320
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.11.1 MAS Acceptance Testing
Although acceptance testing is performed by the Prime Contractor, results
shall be validated and accepted by the State.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes ____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.11.2 MAS Acceptance Testing Evaluation
Test results will be evaluated as pass/fail. Any non-conforming test results will
trigger the Prime Contractor’s submission of a corrective action plan, reviewed
and approved by the State, to be executed prior to acceptance of an individual
MAS implementation.
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
6.24.12 MAS ACCEPTANCE TESTING DELIVERABLES
Test deliverables shall include, but not be limited to, test procedures, cases, and
results, test logs, and the summary test report.
SECTION 6 - Page 321
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
Bidder understands and agrees to meet or exceed all of the Requirements as stated
above? Yes____No____
Reference: ___________________________________________________________
Location __________ page _______ paragraph ________________
Description:
SECTION 6 - Page 322
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
6.25
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBITS
EXHIBIT 6-A SPECIAL CORRECTIONAL ENVIRONMENT
By their nature, correctional facilities require a high level of security 24-hours a day, seven (7)
days a week. Because of this need to maintain security, all potential Contractors must be aware
of the regulations regarding institution visits. Persons who are unfamiliar with the institution
environment can unwittingly become involved in security violations and legal difficulties.
It is important that all Contractors and their Subcontractors, if any, will be required to comply with
stringent standards and regulations at each correctional facility to ensure the safety and security
of all persons and property. Prior to coming onto and upon departing from a facility, all
Contractors/Subcontractors must check in/out with the designated CDCR on-site contact.
Access and project schedules are subject to change without notice that may be a result of
lockdowns or other access limitations at one (1) or more correctional facilities.
1) Admittance Requirements
The CDCR requires that a background security check be performed for all persons prior
to visiting or working at a California institution. The Contractor and any Subcontractors
will be required to complete the CDCR forms that include providing personal information
described in SOW, Exhibit A, Gate Clearance Information and Approval Sheet. The
security check for technicians who require ongoing access will be performed annually.
The security check for technicians who require access for a specific project will be
performed as needed. Contractor’s employees who do not pass the required
background screening criteria cannot be assigned to any work area with access to
State data or to systems that will require access onto CDCR facilities.
Individuals who have been previously cleared may have to go through a renewed
background security check. For this reason, any Bidder, Contractor, or any
Subcontractor personnel seeking admission must provide, two (2) weeks in advance,
the following information when scheduling a visit or when any contract is executed
which will require on-site work:
a) Full name;
b) Prime Contractor’s Affiliation and Job Title;
c) Driver’s License Number, State where issued, and Expiration Date;
d) Social Security Number;
e) Date of Birth;
f)
Ex-Convict Status (State and Federal Level); and,
g) Any Outstanding Arrest Warrants.
The Prime Contractor must have any Subcontractors cleared prior to gaining access
and performing any work in a correctional facility.
The Prime Contractor and any Subcontractor personnel may be required to submit to
fingerprinting.
SECTION 6 - Page 323
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-A SPECIAL CORRECTIONAL ENVIRONMENT (CONTINUED)
2) Security Rules for Correctional Facilities
While specific procedures may vary from one site to another, the following security rules
apply to all individuals at any California State institution:
The Warden/Superintendent at each correctional facility has complete operational
authority and responsibility. For this reason, the Warden/Superintendent may find it
necessary for security reasons to supersede any of these rules. If any person(s)
engaged in work does not follow the rules as stated here or is, in the judgment of the
Contract Manager, insubordinate or disorderly, the Contractor shall immediately remove
such person(s) from the work site for the duration of the work on that site and may be
barred from any further work on this Contract.
All Contractor and any Subcontractor personnel will be required to read and return a
signed copy of SOW, Exhibit B, Digest of Laws Relating to Association with Inmates to
the CDCR Operations Manager. The original copy will be retained by the CDCR
Operations Manager. This form will be completed by the Contractor and any
Subcontractor annually.
Hostages will not be recognized for bargaining purposes.
Approved Visitors/Contractors shall wear appropriate clothing that includes a shirt, long
pants, and safe shoes on the work site. A hard hat is required at all times on a
construction site.
3) Prohibited Attire:
a) Visitors/Contractors shall not wear clothing that resembles state issued inmate/ward
clothing (blue chambray or blue denim). This restriction applies to any combination
of colors or materials.
b) Visitors shall not wear forest green color or camouflage patterned articles of clothing
(military-type clothing or military fatigues).
c) Visitors shall not wear transparent clothing.
d) Visitors shall not wear strapless, halter, spaghetti straps or bare midriff clothing.
e) Visitors shall not wear tank tops/sling shot shirts.
f)
Visitors shall not wear attire displaying obscene or offensive language or drawings.
g) Individuals are not permitted to bring laptop computers, cellular telephones, pagers,
two-way radios, or cameras on-site without the Warden’s/Superintendent’s prior
written approval.
SECTION 6 - Page 324
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-A SPECIAL CORRECTIONAL ENVIRONMENT (CONTINUED)
h) In emergency situations (i.e., inmate/ward disturbances), individuals may be asked
to temporarily leave a building, site or, in some cases, the institution. In addition,
depending on the emergency, individuals may be detained for their own safety.
Prompt cooperation is required.
The Contractor is responsible
Subcontractors, if any.
for
communicating
security
requirements
to
The Contractor and any Subcontractor personnel may be required to have all staff
assigned to work at a CDCR Facility submit to an annual Tuberculosis test . The costs
for testing and treatment of Tuberculosis shall be borne by the Contractor and/or
Subcontractor.
The Contractor and any Subcontractor personnel may be required to attend a brief
orientation or in-service training given by the CDCR Operations Manager or institution
before initially starting a project.
The CDCR staff will control access to the work site. Contractor and any Subcontractor
personnel assigned to the site will be required to enter and leave the work site through
the security station for a security check and identification. Loss of time checking in and
out shall be borne by the Contractor. An additional ID badge may be required by the
institution for walking unescorted on the institution’s grounds.
Vehicles used by the Contractor’s or any Subcontractor’s crews shall be visibly marked
with the name of the company if they are driven on the work site. Vehicles, equipment,
materials, and persons shall be subject to inspection and/or search by the CDCR staff
before entering or leaving the work site. A written inventory of contents within the
vehicle or with the technician will be required when entering and leaving a facility.
Ignition keys shall be removed whenever a driver is not sitting in his/her vehicle.
Unattended vehicles shall be locked. All equipment on the outside of the vehicle (i.e.,
ladders, handcarts, or other equipment) shall be locked to the vehicle and may be
required to be removed by CDCR staff if it has been determined a safety or security
concern.
Contractor and any Subcontractor personnel must not interact with inmates/wards.
They must not take to or from any inmate/ward any verbal or written message, literature
or reading matter, or any item, article, or substance. Giving anything resembling a gift,
tip, or reward (including cigarettes or chewing gum) to an inmate/ward is a
misdemeanor. It is also a misdemeanor to accept the same from an inmate/ward.
SECTION 6 - Page 325
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-A SPECIAL CORRECTIONAL ENVIRONMENT (CONTINUED)
No intoxicants, controlled substances, firearms, explosives, ammunition, knives, toy
weapons, or any other item that might threaten institutional security may be brought
onto institution property.
The quantity and type of tools, equipment, and materials taken into occupied areas will
be restricted and accounted for each time the Contractor or any Subcontractor
personnel and escorts depart from controlled areas. The Contractor must provide an
inventory listing of equipment (vehicles and tools) necessary for work prior to beginning
work on-site.
The use of powered tools shall be by special arrangement with the
Warden/Superintendent, or their designee(s) through the CDCR Operations Manager.
At no time shall explosive powered tools be allowed on-site. Equipment shall be
rendered temporarily inoperative when not in use, by locking or other means.
Custodial control shall be maintained over sharp cutting instruments, tools, ropes,
ladders, volatiles, quick evaporating liquids, and alcohol-based thinners. At the end of
the workday, tools shall be stored and locked in a secure place provided by the
Contractor and approved by the Warden/Superintendent or their designee(s).
Immediately on discovery of any loss of tools, materials, or equipment stored or in use
on the work site, the Contractor shall report to the CDCR Operations Manager, the
Warden/Superintendent or their designee(s).
Prior written approval by the CDCR Operations Manager, the Warden/Superintendent
or their designee(s) is required for delivery of materials or equipment to the work site
during other than normal working hours.
The Contractor shall not possess keys to the institution private branch exchange
(PABX) or telephone room.
4) Rules For Contractor-Initiated Site Visit(s)
Contractor visits to installation sites or to appropriate State personnel may be made
after Contract award for the purpose of Contractor familiarization with the environment
and applications. In most cases, an institution escort will be required for site visits,
which incurs a cost for the institution. Contractor initiated site visits could be denied by
the CDCR Operations Manager due to the lack of institution resources to provide an
escort. Examples of conditions appropriate for examination are provided below.
Visits by the Contractor will only be made by appointment coordinated by the CDCR
Operations Manager after Contract award. The appropriate contact information will be
made available at that time. At the time the appointment is requested, the Contractor
shall provide the admittance information required at least two (2) weeks in advance for
the CDCR to run a background security check.
Visits by the Contractor may be permitted to the extent that they do not unduly interfere
with conducting State business.
SECTION 6 - Page 326
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-A SPECIAL CORRECTIONAL ENVIRONMENT (CONTINUED)
All plans for site visits are subject to change by the CDCR based on the immediate
circumstances at the institution to be visited.
5) Rules For Inspection Of Maps, Drawings, And Floor Plans
The CDCR will make available all maps, drawings, and floor plans for each site which
are pertinent to equipment installation. It must be understood, however, that such plans
do not always accurately reflect the actual condition or current configuration of the
various newly constructed or existing facilities. For this reason, the CDCR does not
warrant the accuracy of any maps, floor plans, or drawings. It is the Contractor’s
responsibility to physically inspect all aspects of the CDCR Facility that could impact
their ability to properly install the proposed system. The State will not be held
responsible for situations that arise as a result of the Contractor’s incomplete
understanding of the CDCR facilities.
All maps, drawings, floor plans, and other printed material provided by the CDCR
regarding this Contract, subsequent Contract, and specific site installations are
confidential and are not to be taken from the possession of the CDCR. The Contractor
shall protect this data from disclosure to unauthorized persons.
6) Potential Presence Of Lead Paint And/Or Asbestos
The State or public agency shall be responsible for the remediation of any asbestos
and/or lead-based paint that may be discovered. If the Contractor or any Subcontractor
finds any presence of asbestos and/or lead paint, they are to notify the CDCR
Operations Manager immediately.
SECTION 6 - Page 327
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
INTENTIONALLY BLANK
SECTION 6 - Page 328
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-B IWTS CUSTOMER REFERENCE FORM
BIDDER’S NAME:
This customer reference must have had IWTS services provided by the Bidder of a similar size
and scope to those of stated in the Invitation for Bid (IFB) for a minimum of 12 consecutive
months within the last three (3) years.
Contact Name:
Contact Title:
Company Name:
Phone Number:
Contact e-mail:
Dates of Service:
From
Estimated Annual
$
To
Revenue:
NOTE TO THE BIDDER: Do not complete any sections of this form below this point. Send to the
IWTS Customer Reference to complete the remainder of this form. The Customer Reference will
return the completed form directly to the Department of General Services (DGS) Procurement
Official identified in the paragraph below.
NOTE TO CUSTOMER REFERENCE: The Bidder named above is giving you this Customer
Reference form to verify the scope of services being provided. This information will be used to
evaluate the Bidder mentioned above. Please complete the questions on this form to the best of
your ability. Please submit the completed Customer Reference form by e-mail in a secured .pdf
file format to Debra Dykes at [email protected]
Submission deadline:
December 13, 2011 @ 1:00 PM
A representative from the State may contact you to verify the response on this form and to ask
additional questions. Thank you for your assistance.
1) What Type of Facility?
Federal
State
County
City
Other Explain
2) What is the total number of Facilities?
3) What is the number of Facilities with 40 or more phones? Enter number.
SECTION 6 - Page 329
Addendum #5
Deleted: September 30, 2011.
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-B IWTS CUSTOMER REFERENCE FORM (CONTINUED)
Please describe the service provided by the Bidder.
Thank you for taking the time to complete the above information.
SECTION 6 - Page 330
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-C1 ADULT INSTITUTION IWTS LOCATIONS
ACRONYM
ASP
MAIN
TELEPHONE
NUMBER
INSTITUTION
ADDRESS
Avenal State Prison
(559) 386-0587
1 Kings Way
Avenal, CA 93204
Calipatria State Prison
(760) 348-7000
7018 Blair Road
Calipatria, CA 92233
California Correctional Center
(530) 257-2181
711-045 Center Road
Susanville, CA 96130
California Correctional Institution
(661) 822-4402
24900 Highway 202
Tehachapi, CA 93561
Central California Women’s Facility
(559) 665-5531
23370 Road 22
Chowchilla, CA 93610
Centinela State Prison
(760) 337-7900
2302 Brown Road
Imperial, CA 92251
California Institution for Men
(909) 597-1821
14901 South Central Avenue
Chino, CA 91710
California Institution for Women
(909) 597-1771
16756 Chino-Corona Road
Corona, CA 92880
California Men’s Colony
(805) 547-7981
Highway 1
San Luis Obispo, CA 93409
California Medical Facility
(707) 448-6841
1600 California Drive
Vacaville, CA 95687
California State Prison, Corcoran
(559) 992-8800
4001 King Avenue
Corcoran, CA 93212
California Rehabilitation Center
(951) 737-2683
5th Street & Western
Norco, CA 92860
Correctional Training Facility
(831) 678-3951
Highway 101 North
Soledad, CA 93960
Chuckawalla Valley State Prison
(760) 922-5300
19025 Wiley's Well Road
Blythe, CA 92225
Deuel Vocational Institution
(209) 835-4141
23500 Kasson Road
Tracy, CA 95376
1
CAL
2
CCC
3
CCI
4
CCWF
5
CEN
6
CIM
7
CIW
8
CMC
9
CMF
10
COR
11
CRC
12
CTF
13
CVSP
14
DVI
15
SECTION 6 - Page 331
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-C1 ADULT INSTITUTION IWTS LOCATIONS (CONTINUED)
MAIN
TELEPHONE
NUMBER
ADDRESS
Folsom State Prison
(916) 985-2561
300 Prison Road
Represa, CA 95671
High Desert State Prison
(530) 251-5100
Ironwood State Prison
(760) 921-3000
Kern Valley State Prison
(661) 721-6300
California State Prison,
Los Angeles County
(661) 729-2000
Mule Creek State Prison
(209) 274-4911
North Kern State Prison
(661) 721-2345
Pelican Bay State Prison
(707) 465-1000
Pleasant Valley State Prison
(559) 935-4900
Richard J. Donovan Correctional
Facility
(619) 661-6500
California State Prison, Sacramento
(916) 985-8610
ACRONYM
INSTITUTION
FSP
16
17
HDSP
18
ISP
19
KVSP
20
LAC
21
MCSP
22
NKSP
23
PBSP
24
PVSP
25
RJD
26
SAC
California Substance Abuse Treatment
Facility and State Prison at Corcoran
27
SATF
28
SCC
29
SOL
30
SQP
31
SVSP
32
VSPW
33
WSP
44750 60th Street, West
Lancaster, CA 93536
4001 Highway 104
Ione, CA 95640
2737 West Cecil Avenue
Delano, CA 93216
5905 Lake Earl Drive
Crescent City, CA 95531
24863 West Jayne Avenue
Coalinga, CA 93210
480 Alta Road
San Diego, CA 92179
100 Prison Road
Represa, CA 95671
Sierra Conservation Center
(209) 984-5291
California State Prison, Solano
(707) 451-0182
California State Prison, San Quentin
(415) 454-1460
Salinas Valley State Prison
(831) 678-5500
Valley State Prison for Women
(559) 665-6100
900 Quebec Avenue
Corcoran, CA 93212
5100 O'Byrnes Ferry Road
Jamestown, CA 95327
2100 Peabody Road
Vacaville, CA 95696
1 Main Street
San Quentin, CA 94964
31625 Highway 101
Soledad, CA 93960
21633 Avenue 24
Chowchilla, CA 93610
Wasco State Prison
and Reception Center
(661) 758-8400
701 Scofield Avenue
Wasco, CA 93280
(559) 992-7100
SECTION 6 - Page 332
Addendum #5
475-750 Rice Canyon Road
Susanville, CA 96127
19005 Wiley's Well Road
Blythe, CA 92225
3000 West Cecil Avenue
Delano, CA 93216
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-C2 ADULT INSTITUTIONS’ IWTS ANTICIPATED EQUIPMENT
LIVE
MONITORING
TERMINALS
INMATE PHONES AND RELATED EQUIPMENT
IWTS
Institution
Acronym
Pedestals
Pedestals
with
Enclosure
1
ASP
TTYs
2
0
4
2
6
0
0
0
1
20
21
19
0
0
1
9
18
0
0
0
5
9
0
0
82
0
0
5
16
96
0
0
0
0
0
1
26
64
18
2
48
1
0
8
4
CIW
34
29
26
3
0
0
1
3
CMC
43
0
29
0
0
0
2
12
10
CMF
43
0
9
0
0
0
12
3
11
COR
95
0
0
0
0
0
5
20
12
CRC
107
2
0
0
0
0
3
8
13
CTF
95
0
0
95
0
0
4
6
14
CVSP
54
0
0
0
0
0
2
3
15
DVI
24
0
4
0
14
4
2
5
16
FSP
59
0
4
29
0
4
2
4
17
HDSP
103
0
0
0
0
0
5
28
Phones
Cut-off
Switches
Booths
Wall
Enclosures
105
0
0
99
CAL
88
0
0
3
CCC
4
CCI
42
0
49
0
5
CCWF
82
6
CEN
7
CIM
8
9
18
ISP
94
0
1
0
0
0
2
25
19
KVSP
113
0
0
0
0
0
2
33
20
LAC
91
0
3
2
2
0
3
23
21
MCSP
80
0
0
0
0
0
5
17
22
NKSP
34
0
2
2
0
0
1
6
23
PBSP
95
0
0
2
2
0
2
17
SECTION 6 - Page 333
Addendum #5
Terminals
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-C2ADULT INSTITUTIONS’ IWTS ANTICIPATED EQUIPMENT (CONTINUED)
LIVE
MONITORING
TERMINALS
INMATE PHONES AND RELATED EQUIPMENT
Institution
Phones
Cut-off
Switches
Booths
Wall
Enclosures
Pedestals
Pedestals
with
Enclosure
TTYs
Computers
24
PVSP
94
0
0
0
0
0
3
25
25
RJD
70
0
0
0
0
0
6
16
26
SAC
75
0
0
0
0
0
1
4
27
SATF
181
0
0
0
0
0
10
26
28
SCC
49
0
24
0
0
0
3
5
29
SOL
105
0
0
0
0
0
2
14
30
SQP
86
0
12
5
0
0
4
13
31
SVSP
103
0
0
0
0
0
7
26
32
VSPW
65
0
0
0
0
0
5
16
33
WSP
34
0
2
0
0
0
1
7
TOTALS:
2550
49
157
386
21
8
120
455
SECTION 6 - Page 334
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-D1 CDF/CDCR ADULT CAMP IWTS LOCATIONS
Camp
Main Telephone
Number
1
2
3
4
5
6
7
8
9
10
11
12
13
ACTON
ALDER
ANTELOPE
BASELINE
BAUTISTA
BEN LOMOND
CHAMBERLAIN CREEK
CUESTA CAMP
DEADWOOD
DELTA
DEVILS GARDEN
EEL RIVER
FENNER CANYON
(661) 268-0113
(707) 482-4511
(530) 257-2181
(209) 984-4464
(951) 927-3600
(831) 423-1652
(707) 964-3518
(805) 547-7971
(530) 468-2633
(707) 425-4878
(530) 233-3553
(707) 923-2755
(661) 944-0173
14
FRANCISQUITO
(661) 296-4409
15
16
17
18
19
20
GABILAN
GROWLERSBURG
HIGH ROCK
INTERMOUNTAIN
ISHI
JULIUS KLEIN
(831) 678-1873
(530) 333-4244
(707) 946-2343
(530) 294-5361
(530) 597-2846
(626) 910-1213
21
KARL HOLTON
(818) 897-7071
22
23
24
25
26
27
KONOCTI
LA CIMA
MALIBU
MCCAIN VALLEY
MIRAMONTE
MOUNT BULLION
(707) 994-2437
(760) 765-3085
(310) 457-2253
(619) 766-4393
(559) 336-2313
(209) 742-5494
Address
8800 Soledad Canyon Road
1400 Alder Camp Road
711045 Center Road
16809 Peoria Flat Road
33015 Bautista Road
13575 Empire Grade Road
15800 Highway 20
Highway 1 North
17148 McAdams Creek Road
6246 Lambie Road
Crowder Flat Road
3850 Redwood Drive
25900 Big Rock Creek Road
35100 North San Francisquito
Canyon Rd
Highway 101N
5440 Longview Lane
23322 Avenue of the Giants
22 Foothill Road
30500 Plum Creek Road
22550 East Fork Road
12653 North Little Tujunga
Canyon Road
13044 Highway 29
15108 Sunrise Highway
1250 South Encinal Canyon Road
2550 McCain Valley Road
49039 Orchard Drive
5730 Mount Bullion Access Road
SECTION 6 - Page 335
Addendum #5
City
Acton
Klamath
Susanville
Jamestown
Hemet
Santa Cruz
Fort Bragg
San Luis Obispo
Fort Jones
Suisun City
Alturas
Redway
Valyermo
Santa Clarita
Zip Code
93510
95548
96127
95327
92544
95060
95437
93409
96032
94585
96101
95560
93563
91390
Soledad
Georgetown
Weott
Bieber
Paynes Creek
Azusa
93960
95634
95571
96009
96075
91702
Sylmar
91342
Lower Lake
Julian
Malibu
Boulevard
Miramonte
Mariposa
95457
92036
90265
91905
93641
95338
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-D1 CDF/CDCR ADULT CAMP IWTS LOCATIONS (CONTINUED)
28
29
30
31
32
33
34
35
36
37
38
39
40
41
Camp
MOUNTAIN HOME
OAK GLEN
OWENS VALLEY
PARLIN FORK
PILOT ROCK
PRADO
PUERTA LA CRUZ
RAINBOW
SALT CREEK
SUGAR PINE
TRINITY RIVER
VALLECITO
VALLEY VIEW
WASHINGTON RIDGE
Main Telephone
Number
(559) 539-2334
(909) 797-0196
(760) 387-2686
(707) 964-3766
(909) 338-1950
(909) 597-3917
(760) 782-3547
(760) 728-2554
(530) 833-5479
(530) 472-3027
(530) 286-2885
(209) 736-4922
(530) 968-5107
(530) 265-4623
Address
45260 Bear Creek Road
41100 Pine Bench Road
2781 South Round Valley Road
23000 Highway 20
6 miles north of Crestline Miller Canyon
14467 Central Avenue
32363 Highway 79
8215 Rainbow Heights Road
10655 Round Valley Road
15905 Sugar Pine Camp Road
3325 Pettijohn Road
3225 Six Mile Road
3339 County Road 307
11425 Conservation Camp Road
SECTION 6 - Page 336
Addendum #5
City
Springville
Yucaipa
Bishop
Fort Bragg
Crestline
Chino
Warner Springs
Fallbrook
Paskenta
Bella Vista
Lewiston
Angels Camp
Elk Creek
Nevada City
Zip Code
93265
92399
93514
95437
92325
91710
92086
92028
96074
96008
96052
95222
95939
95959
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
INTENTIONALLY BLANK
SECTION 6 - Page 337
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-D2 CDF/CDCR ADULT CAMPS’ IWTS ANTICIPATED EQUIPMENT
INMATE PHONES AND RELATED
EQUIPMENT
INVESTIGATIVE
WORKSTATION
Camp
Phones
Cut-off
Switches
Booths
Enclosure
on Wall
Terminals
Speaker
boxes
Workstations
Printer
1
Acton
1
1
0
0
0
1
1
1
2
Alder
2
2
2
0
0
2
1
1
3
Antelope
4
4
4
0
1
0
0
0
4
Baseline
2
0
2
0
0
2
1
1
5
Bautista
4
4
0
4
0
4
1
1
6
Ben Lomond
4
4
4
0
0
4
1
1
7
Chamberlain Creek
3
3
3
0
0
3
1
1
8
Cuesta
3
0
3
0
1
0
0
0
9
Deadwood
2
2
2
0
0
2
1
1
10
Delta
4
0
4
0
0
4
1
1
11
Devil’s Garden
2
2
2
0
0
2
1
1
12
Eel River
6
6
0
6
0
6
1
1
13
Fenner Canyon
4
4
4
0
0
4
1
1
14
Francisquito
1
0
1
0
0
1
1
1
15
Gabilan
4
4
4
0
0
4
1
1
16
Growlersberg
3
0
3
0
0
3
1
1
17
High Rock
4
4
0
4
0
4
1
1
18
Intermountain
3
0
3
0
0
3
1
1
19
Ishi
3
0
0
0
0
3
1
1
20
Julius Klein
3
3
3
0
0
3
1
1
21
Karl Holton
2
2
2
0
0
1
1
1
22
Konocti
4
4
4
0
0
4
1
1
SECTION 6 - Page 338
Addendum #5
LIVE MONITORING
EQUIPMENT
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-D2 CDF/CDCR ADULT CAMPS’ IWTS ANTICIPATED EQUIPMENT (CONTINUED)
INMATE PHONES AND RELATED
EQUIPMENT
INVESTIGATIVE
WORKSTATION
CAMP
PHONES
Cut-off
Switches
Booths
Enclosure
on Wall
Terminals
Speaker
boxes
Workstations
Printer
La Cima
3
0
3
0
0
3
1
1
24
Malibu
1
1
1
0
0
1
1
1
25
McCain Valley
4
2
4
0
0
4
1
1
26
Miramonte
1
1
1
0
0
1
1
1
27
Mount Bullion
2
2
0
2
0
2
1
1
28
Mountain Home
2
2
0
2
0
2
1
1
29
Oak Glen
4
4
0
0
0
4
1
1
30
Owens Valley
2
2
0
2
0
2
1
1
31
Parlin Fork
4
4
4
0
0
4
1
1
32
Pilot Rock
2
2
0
2
0
2
1
1
33
Prado
1
1
0
1
0
1
1
1
34
Puerta La Cruz
2
2
2
0
0
2
1
1
35
Rainbow
1
1
1
0
0
1
1
1
36
Salt Creek
2
2
0
2
0
2
1
1
37
Sugar Pine
4
0
0
4
0
4
1
1
38
Trinity River
4
0
4
0
0
4
1
1
39
Vallecito
1
1
0
1
0
1
1
1
40
Valley View
2
2
2
0
0
2
1
1
41
Washington Ridge
4
4
4
0
0
4
1
1
TOTALS:
114
82
76
30
2
106
39
39
23
SECTION 6 - Page 339
Addendum #5
LIVE MONITORING
EQUIPMENT
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
INTENTIONALLY BLANK
Addendum #5
SECTION 6 - Page 340
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-E1 ADDITIONAL ADULT FACILITY IWTS LOCATIONS
COMMUNITY CORRECTIONAL FACILITIES (CCF)
1
IWTS
ACRONYMS
FACILITY
MAIN
TELEPHONE
NUMBER
ADDRESS
GSMCCF
Golden State Modified
(661) 792-3492
611 Frontage Road
CITY
ZIP CODE
McFarland
93250
CVMCCF –Deleted due to deactivation scheduled for 11/30/2011
DVMCCF - Deleted due to deactivation scheduled for 11/30/2011
GSMCCF - Note: deactivation tentatively scheduled for 5/30/2012
LCCCF - Deleted due to deactivation scheduled for 9/30/2011
FEMALE OFFENDER PROGRAMS (FOP)
IWTS
ACRONYMS
FACILITY
MAIN
TELEPHONE
NUMBER
ADDRESS
CITY
ZIP CODE
1
FRCCC
Female Rehabilitative
Community
Correctional Center
(661) 395-6320
1932 Jessie Street
Bakersfield
93305
2
FFFP
Fresno
Family Foundation
Program
(559) 268-4800
2855 West
Whitesbridge
Road
Fresno
93706
3
SFSFFP
Santa Fe Springs
Family Foundation
Program
(562) 946-7675
11121 Bloomfield
Avenue
Santa Fe
Springs
90670
4
SDFFP
San Diego Family
Foundation Program
(858) 874-6599
3050 Armstrong
Street
San Diego
92111
Addendum #5
SECTION 6 - Page 341
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-E2 ADDITIONAL ADULT FACILITIES’ IWTS ANTICIPATED EQUIPMENT
COMMUNITY CORRECTIONAL FACILITIES (CCFs)
INVESTIGATIVE
WORKSTATIONS
INMATE PHONES AND RELATED EQUIPMENT
PHONES
CUT-OFF
SWITCHES
WALL
ENCLOSURES
PEDESTALS
WITH
ENCLOSURE
TTYS
WORKSTATIONS
GSMCCF
24
24
0
0
0
2
TOTALS:
24
24
0
0
0
2
IWTS
ACRONYMS
1
2
1
4
CVMCCF - Deleted due to deactivation scheduled for 11/30/2011
DVMCCF - Deleted due to deactivation scheduled for 11/30/2011
GSMCCF - Note: deactivation tentatively scheduled for 5/30/2012
LCCCF - Deleted due to deactivation scheduled for 9/30/2011
FEMALE OFFENDER PROGRAMS (FOPs)
1
FRCCC
3
3
0
0
0
2
2
FFFP
3
3
3
0
0
1
3
SFS FFP
3
3
0
0
0
1
4
SD FFP
3
3
0
0
0
1
TOTALS:
12
12
3
0
0
5
Addendum #5
SECTION 6 - Page 342
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-F1 NEW ADULT FACILITY IWTS LOCATIONS ANTICIPATED
FUTURE LOCATIONS
IWTS
ACRONYMS
FACILITY
MAIN
TELEPHONE
NUMBER
ADDRESS
CITY
ZIP CODE
1
HGS
Heman G. Stark
TBD
151 South Euclid
Avenue
Chino
91710
2
ECF
Estrella
Correctional
Facility
TBD
4545 Airport Road
Paso
Robles
93446
3
CHCF
California Health
Care Facility
TBD
7707 S. Austin Road
Stockton
95215
4
NCRF
Northern
California
Re-Entry Facility
TBD
7150 Arch Road
Stockton
95213
Addendum #5
SECTION 6 - Page 343
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-F2 NEW ADULT FACILITIES’ IWTS ANTICIPATED EQUIPMENT
FUTURE LOCATIONS
INMATE PHONES AND RELATED EQUIPMENT
PHONES
CUT-OFF
SWITCHES
WALL
ENCLOSURES
PEDESTALS
WITH
ENCLOSURE
TTYS
WORKSTATIONS
HGS
TBD
TBD
TBD
TBD
TBD
TBD
ECF
TBD
TBD
TBD
TBD
TBD
TBD
3
CHCF
TBD
TBD
TBD
TBD
TBD
TBD
4
NCRF
TBD
TBD
TBD
TBD
TBD
TBD
TOTALS
TBD
TBD
TBD
TBD
TBD
TBD
IWTS
ACRONYMS
1
2
Addendum #5
SECTION 6 - Page 344
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-G1 YOUTH FACILITY IWTS LOCATIONS
IWTS YOUTH
FACILITY
ACRONYMS
1
NACYCF
2
OHCYCF
3
PGYCC
4
SYCRCC*
5
VYCF
YOUTH
FACILITIES
N.A. Chaderjian
Youth
Correctional
Facility
O.H. Close Youth
Correctional
Facility
Pine Grove
Youth
Conservation
Camp
Southern
Youth
Correctional
Reception Center
and Clinic
Ventura
Youth
Correctional
Facility
MAIN
TELEPHONE
NUMBER
ADDRESS
CITY
ZIP
CODE
(209) 944-6400
7650 South Newcastle
Road
Stockton
95213
(209) 944-6301
7650 South Newcastle
Road
Stockton
95213
(209) 296-7581
13630 AquaductVolcano Road
Pine Grove
95665
(562) 868-9979
13200 S. Bloomfield
Avenue
Norwalk
90650
(805) 485-7951
3100 Wright Road
Camarillo
93010
*SYCRCC – Deactivation/Closure tentatively scheduled for January 2012.
Addendum #5
SECTION 6 - Page 345
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-G2 YOUTH FACILITIES’ IWTS ANTICIPATED EQUIPMENT
INVESTIGATIVE
WORKSTATIONS
WARD TELEPHONES AND RELATED EQUIPMENT
Pedestals
Pedestals
with
Enclosure
TTYs
0
24
0
1
0
0
0
0
1
2
1
1
0
0
1
18
18
1
0
17
1
1
VYCF
26
26
2
0
0
0
1
TOTALS:
90
90
4
1
41
1
5
IWTS
Acronyms
Phones
Cut-off
Switches
Booths
Wall
Enclosures
1
NACYCF
24
24
0
2
OHCYCF
20
20
3
PGYCC
2
4
SYCRCC*
5
*SYCRCC – Deactivation/Closure tentatively scheduled for January 2012.
Addendum #5
SECTION 6 - Page 346
Workstations
Printer
2
1
2
1
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-H CDCR FIELD OFFICE IWTS LOCATIONS AND ANTICIPATED EQUIPMENT
(DELETED)
Addendum #5
SECTION 6 - Page 347
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-I NEW CDCR FIELD OFFICE IWTS LOCATIONS AND ANTICIPATED EQUIPMENT
(DELETED)
Addendum #5
SECTION 6 - Page 348
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-J IWTS CALL CONTROL SYSTEM CATEGORIES
CDCR
FACILITIES
Call Control
equipment
ADULT
INSTITUTIONS
Adult Institutions
and Antelope
and Cuesta Fire
Camps
Off-Site at
Prime
Contractor’s
Primary
Database
Storage Facility
Recordings &
CDR Storage
Off-site at the
Prime
Contractor’s
Primary
Database
Storage Facility
Archived
Recordings
Prime
Contractor’s
California
Database
Storage Facility
Live
Monitoring
Addendum #5
Live Monitor
Terminals or
Hosted WebBased IWTS
Application
ADULT AND
YOUTH
CAMPS
Adult &
Youth Fire
Camps
Off-Site at
Prime
Contractor’s
Primary
Database
Storage
Facility
A copy onsite for 60
calendar
days. Off-site
at the Prime
Contractor’s
Primary
Database
Storage
Facility.
Prime
Contractor’s
California
Database
Storage
Facility
Investigative
Workstations
, Hosted
Web-Based
IWTS
Application
and/or
Speaker
boxes
COMMUNITY
CORRECTIONAL
FACILITIES AND
FEMALE
OFFENDER
PROGRAMS
CCF and FOP
Locations
Off-Site at Prime
Contractor’s
Primary Database
Storage Facility
Off-site at the
Prime
Contractor’s
Primary Database
Storage Facility
Prime
Contractor’s
California
Database Storage
Facility
CCF/FOP staff will
use Live Monitor
Terminals
CDCR staff will
use a State
computer to
access the Hosted
Web-Based IWTS
Application and/or
Speaker boxes
SECTION 6 - Page 349
YOUTH
FACILITIES
FIELD
OFFICES
Youth Facilities
Off-Site at Prime
Contractor’s
Primary
Database
Storage Facility
N/A
Off-site at the
Prime
Contractor’s
Primary
Database
Storage Facility.
N/A
Prime
Contractor’s
California
Database
Storage Facility
N/A
Hosted WebBased IWTS
Application
and/or Speaker
boxes
Hosted
WebBased
IWTS
Application
CALIFORNIA TECHNOLOGY AGENCY
Activation
and
Deactivation
of phones
IWTS
Investigative
System
Functionality
and Tools
and Reports
Addendum #5
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
ADULT
INSTITUTIONS
ADULT AND
YOUTH
CAMPS
Cut-off switches.
Live Monitoring
Terminals, and/or
Hosted WebBased IWTS
Application
Cut-off
switches
and/or the
IWTS
Investigative
Workstation,
Authorized users
will use a State
computer to
access the
Hosted WebBased IWTS
Application.
IWTS
Investigative
Workstations
COMMUNITY
CORRECTIONAL
FACILITIES AND
FEMALE
OFFENDER
PROGRAMS
Cut-off switches
and/or the Live
Monitoring
Terminals, and/or
Hosted WebBased IWTS
Application
CDCR staff will
use a State
computer to
access the Hosted
Web-Based IWTS
Application.
CCF/FOP staff will
use an IWTS
Investigative
Workstation
SECTION 6 - Page 350
YOUTH
FACILITIES
FIELD
OFFICES
Cut-off switches
and/or Hosted
Web-Based
IWTS
Application
Hosted
WebBased
IWTS
Application
Authorized
users will use a
State computer
to access the
Hosted WebBased IWTS
Application.
Authorized
users will
use a
State
computer
to access
the Hosted
WebBased
IWTS
Application
.
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-K1 CDCR 2008 IWTS CALL VOLUME BY CALL TYPE
Total
Calls
Local
Minutes
Calls
IntraLATA
InterLATA
Interstate
Minutes
Calls
Minutes
Calls
Minutes
Calls
Minutes
International
Calls
Minutes
Jan-2008
Adult
Youth
Total
:
682,014
29,626
8,075,681
345,975
24,921
2,465
288,222
28,185
165,670
9,947
1,972,563
114,375
462,292
16,992
5,479,725
200,895
28,471
222
327,243
2,520
660
-
7,928
-
711,640
8,421,656
27,386
316,407
175,617
2,086,938
479,284
5,680,620
28,693
329,763
660
7,928
Feb-2008
Adult
688,847
8,197,645
26,103
305,302
171,307
2,051,549
461,840
5,496,475
28,897
335,890
700
8,429
Youth
Total
:
28,793
336,116
2,583
29,720
9,166
105,172
16,832
198,675
212
2,549
-
-
717,640
8,533,761
28,686
335,022
180,473
2,156,721
478,672
5,695,150
29,109
338,439
700
8,429
Adult
629,149
7,496,460
24,654
287,062
156,621
1,884,546
420,734
5,010,227
26,488
306,629
652
7,996
Youth
Total
:
25,600
297,929
2,235
24,937
7,961
90,159
15,185
180,307
219
2,526
-
-
654,749
7,794,389
26,889
311,999
164,582
1,974,705
435,919
5,190,534
26,707
309,155
652
7,996
Adult
627,110
7,455,236
23,630
273,229
148,272
1,770,386
429,742
5,115,507
24,890
288,965
576
7,149
Youth
Total
:
27,730
321,138
2,554
28,114
8,582
96,609
16,432
194,589
162
1,826
-
-
654,840
7,776,374
26,184
301,343
156,854
1,866,995
446,174
5,310,096
25,052
290,791
576
7,149
Mar-2008
Apr-2008
May2008
Jun-2008
Adult
671,480
8,036,077
25,068
290,796
168,804
2,034,288
447,758
5,361,469
28,994
339,072
856
10,452
Youth
Total
:
26,582
304,404
2,153
22,580
8,322
92,593
15,884
186,696
223
2,535
-
-
698,062
8,340,481
27,221
313,376
177,126
2,126,881
463,642
5,548,165
29,217
341,607
856
10,452
Adult
680,596
8,191,791
27,090
318,403
165,497
2,000,052
459,184
5,534,873
28,143
330,269
682
8,194
Youth
24,501
285,625
2,230
23,236
7,513
85,946
14,582
174,387
176
2,056
-
-
Sub:
705,097
8,477,416
29,320
341,639
173,010
2,085,998
473,766
5,709,260
28,319
332,325
682
8,194
SECTION 6 - Page 351
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-K1 CDCR 2008 IWTS CALL VOLUME BY CALL TYPE (CONTINUED)
Total
Calls
Jul2008
Aug2008
Sep2008
Oct2008
Nov2008
Dec2008
2008 Total
Volume:
Local
Minutes
Calls
IntraLATA
Minutes
Calls
Minutes
InterLATA
Interstate
Calls
Minutes
Calls
Minutes
International
Minute
Calls
s
Adult
Youth
Total:
675,797
22,456
698,235
8,136,580
259,614
8,396,194
29,017
2,079
31,096
342,365
22,374
364,739
166,780
7,733
174,513
2,017,809
88,661
2,106,470
450,823
12,431
463,254
5,431,922
146,183
5,578,105
28,448
213
28,661
335,449
2,396
337,845
729
729
9,035
-,035
Adult
Youth
Total:
671,296
25,013
696,309
8,099,746
290,266
8,390,012
28,747
2,096
30,843
336,399
22,247
358,646
168,977
8,186
177,163
2,048,323
95,011
2,143,334
443,974
14,563
458,537
5,364,538
170,953
5,535,491
28,851
168
29,019
341,180
2,055
343,235
747
747
9,306
9,306
Adult
Youth
Total:
667,552
23,554
691,106
8,077,186
272,380
8,349,566
28,483
2,023
30,506
334,276
22,020
356,296
165,514
7,290
172,804
2,015,734
83,563
2,099,297
444,270
14,085
458,355
5,380,899
165,041
5,545,940
28,460
156
28,616
335,927
1,756
337,683
825
825
10,350
10,350
Adult
Youth
Total:
662,993
22,659
685,652
8,035,490
263,212
8,298,702
28,085
1,882
29,967
329,749
20,258
350,007
158,371
7,328
165,699
1,926,390
84,424
2,010,814
447,833
13,293
461,126
5,439,592
156,685
5,596,277
27,891
156
28,047
329,977
1,845
331,822
813
813
9,782
9,782
Adult
677,359
8,216,685
28,227
332,843
151,697
1,841,517
468,925
5,704,762
27,760
328,836
750
8,727
Youth
Total:
21,753
699,112
250,979
8,467,664
1,796
30,023
19,216
352,059
6,926
158,623
79,425
1,920,942
12,866
481,791
150,470
5,855,232
165
27,925
1,868
330,704
750
8,727
Adult
Youth
Total:
726,578
21,666
748,244
8,815,905
249,721
9,065,626
30,245
1,712
31,957
357,700
17,863
375,563
170,091
6,765
176,856
2,062,748
76,616
2,139,364
493,273
13,001
506,274
6,003,226
152,940
6,156,166
32,243
188
32,431
383,677
2,302
385,979
726
726
8,554
8,554
8,360,704
100,311,841
350,078
4,077,096
2,053,320
24,718,459
5,606,794
67,401,036
341,796
4,009,348
8,716
105,902
SECTION 6 - Page 352
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-K2 CDCR 2009 IWTS CALL VOLUME BY CALL TYPE
Total
Calls
Jan2009
Feb2009
Mar2009
Apr2009
May2009
Jun2009
Local
Minutes
Calls
Minutes
IntraLATA
InterLATA
Interstate
Calls
Minutes
Calls
Minutes
Calls
Minutes
International
Call
s
Minutes
Adult
Youth
Total:
685,967
21,760
707,727
8,374,905
251,901
8,626,806
28,628
1,684
30,312
337,341
17,775
355,116
164,580
7,649
172,229
2,012,577
86,718
2,099,295
462,407
12,264
474,671
5,662,563
145,515
5,808,078
29,448
163
29,611
351,497
1,893
353,390
904
10,927
904
10,927
Adult
Youth
669,927
19,133
8,165,682
220,345
29,274
1,402
347,048
14,628
161,437
6,371
1,969,221
71,713
450,180
11,223
5,502,216
132,415
28,274
137
337,626
1,589
762
9,571
Total:
689,060
8,386,027
30,676
361,676
167,808
2,040,934
461,403
5,634,631
28,411
339,215
762
9,571
Adult
Youth
632,009
16,623
7,692,009
192,521
28,482
1,103
336,774
11,193
155,642
5,171
1,894,432
58,240
421,065
10,198
5,138,085
121,281
26,196
151
315,048
1,807
624
7,670
Total:
648,632
7,884,530
29,585
347,967
160,813
1,952,672
431,263
5,259,366
26,347
316,855
624
7,670
Adult
Youth
674,557
20,733
8,232,646
241,669
28,866
1,535
341,252
16,569
166,968
6,027
2,046,290
68,377
449,944
13,033
5,499,643
155,232
28,078
138
337,413
1,491
701
8,048
Total:
695,290
8,474,315
30,401
357,821
172,995
2,114,667
462,977
5,654,875
28,216
338,904
701
8,048
Adult
Youth
672,250
19,310
8,235,533
226,686
29,325
1,143
349,998
12,660
165,127
5,132
2,030,370
58,578
448,966
12,886
5,509,320
153,734
28,134
149
337,870
1,714
698
7,975
Total:
691,560
8,462,219
30,468
362,658
170,259
2,088,948
461,852
5,663,054
28,283
339,584
698
7,975
Adult
Youth
658,166
20,798
8,047,957
246,260
29,450
1,310
350,161
14,300
160,533
5,646
1,969,347
64,873
440,156
13,724
5,393,250
165,644
27,250
118
325,798
1,443
777
9,401
Sub:
678,964
8,294,217
30,760
364,461
166,179
2,034,220
453,880
5,558,894
27,368
327,241
777
9,401
SECTION 6 - Page 353
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-K2 CDCR 2009 IWTS CALL VOLUME BY CALL TYPE (CONTINUED)
Total
Local
337,790
16,350
354,140
160,237
7,018
167,255
1,968,101
82,163
2,050,264
423,527
14,484
438,011
5,184,283
173,362
5,357,645
26,208
124
26,332
26,709
1,624
28,333
317,374
18,601
335,975
157,656
6,271
163,927
1,950,887
73,274
2,024,161
412,231
13,472
425,703
5,057,526
159,758
5,217,284
7,787,449
247,103
8,034,552
25,308
1,519
26,827
301,092
17,161
318,253
153,730
6,879
160,609
1,907,228
80,192
1,987,420
427,176
12,709
439,885
609,613
20,402
630,015
7,519,966
236,857
7,756,823
24,414
1,631
26,045
291,340
18,327
309,667
149,975
6,226
156,201
1,858,665
71,412
1,930,077
Adult
628,727
7,744,427
26,253
314,000
155,859
Youth
Total:
19,651
648,378
229,056
7,973,483
1,768
28,021
20,140
334,140
Adult
Youth
Total:
2009 Total
Volume:
653,214
20,002
673,216
8,035,862
233,494
8,269,356
26,404
1,821
28,225
8,024,415
98,142,958
349,563
Oct2009
Nov2009
Dec2009
Adult
Youth
Total:
639,167
23,120
662,287
7,811,343
273,444
8,084,787
28,416
1,494
29,910
Adult
Youth
Total:
623,079
21,479
644,558
7,642,783
253,060
7,895,843
Adult
Youth
Total:
633,512
21,216
654,728
Adult
Youth
Total:
Minutes
Calls
Minutes
International
Calls
Minutes
312,067
1,569
313,636
779
9,102
779
9,102
25,714
112
25,826
308,004
1,427
309,431
769
8,992
769
8,992
5,250,455
148,571
5,399,026
26,564
109
26,673
319,687
1,179
320,866
734
8,987
734
8,987
408,809
12,297
421,106
5,050,211
144,356
5,194,567
25,686
248
25,934
310,696
2,762
313,458
729
9,054
729
9,054
1,932,244
419,548
5,171,916
26,378
317,954
689
8313
5,561
161,420
62,513
1,994,757
12,050
431,598
143,432
5,315,348
272
26,650
2,971
320,925
689
8,313
318,332
20,003
338,335
157,644
6,315
163,959
1,947,043
71,782
2,018,825
439,888
11,606
451,494
5,419,060
138,894
5,557,954
28,645
259
28,904
343,927
2,807
346,734
633
1
634
7,500
8
7,508
4,140,209
1,983,654
24,336,240
5,353,843
65,620,722
328,555
3,940,239
8,800
105,548
SECTION 6 - Page 354
Addendum #5
Minutes
Interstate
Calls
Sep2009
Calls
InterLATA
Minutes
Aug2009
Minutes
IntraLATA
Calls
Jul2009
Calls
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-K3 CDCR 2010 IWTS CALL VOLUME BY CALL TYPE
Total
Total
Jan2010
Feb2010
Mar2010
Apr2010
May2010
Jun2010
Jul2010
Calls
Local
IntraLATA
Minutes
Calls
Minutes
Calls
Minutes
InterLATA
Calls
Interstate
International
Minutes
Calls
Minutes
Adult
672,633
8,296,976
28,308
341,806
162,344
2,009,788
453,360
5,601,767
27,989
336,091
Youth
18,630
213,325
1,278
13,611
5,920
65,002
11,223
132,559
209
2,153
Total:
691,263
8,510,301
29,586
355,417
168,264
2,074,790
464,583
5,734,326
28,198
Calls
Minutes
632
7,524
338,244
632
7,524
623
7,496
Adult
665,041
8,178,300
27,862
333,621
164,757
2,032,887
445,434
5,488,813
26,365
315,483
Youth
17,875
202,881
1,085
11,340
5,052
54,399
11,479
134,692
259
2,450
Total:
682,916
8,381,181
28,947
344,961
169,809
2,087,286
456,913
5,623,505
26,624
317,933
623
7,496
493
5,958
Adult
620,218
7,644,228
25,718
310,473
154,397
1,902,310
414,187
5,116,740
25,423
308,747
Youth
15,085
172,542
807
8,461
3,643
39,073
10,369
122,082
266
2,926
Total:
635,303
7,816,770
26,525
318,934
158,040
1,941,383
424,556
5,238,822
25,689
311,673
493
5,958
Adult
686,102
8,446,906
25,910
309,275
176,285
2,175,345
455,041
5,611,644
28,261
343,341
605
7,301
Youth
17,786
207,170
845
9,258
4,321
46,563
12,445
149,470
175
1,879
Total:
703,888
8,654,076
26,755
318,533
180,606
2,221,908
467,486
5,761,114
28,436
345,220
605
7,301
507
6,039
Adult
642,232
7,900,932
25,343
301,276
164,502
2,036,223
425,474
5,239,482
26,406
317,912
Youth
16,702
192,600
848
9,272
3,855
41,450
11,812
139,741
187
2,137
Total:
658,934
8,093,532
26,191
310,548
168,357
2,077,673
437,286
5,379,223
26,593
320,049
507
6,039
Adult
648,541
7,967,671
23,922
282,837
169,857
2,099,259
428,124
5,262,293
26,136
317,036
502
6,246
Youth
17,545
201,861
871
9,708
3,995
43,606
12,479
146,222
200
2,325
Total:
666,086
8,169,532
24,793
292,545
173,852
2,142,865
440,603
5,408,515
26,336
319,361
502
6,246
482
6,077
482
6,077
Adult
636,056
7,854,408
23,611
283,715
162,503
2,019,170
423,446
5,227,663
26,014
317,783
Youth
18,003
210,942
715
7,398
4,378
48,465
12,657
152,176
253
2,903
Total:
654,059
8,065,350
24,326
291,113
166,881
2,067,635
436,103
5,379,839
26,267
320,686
SECTION 6 - Page 355
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-K3 CDCR 2010 IWTS CALL VOLUME BY CALL TYPE (CONTINUED)
Total
Aug2010
Sep2010
Oct2010
Nov2010
Dec2010
Local
IntraLATA
InterLATA
Interstate
International
Total
Calls
Minutes
Calls
Minutes
Calls
Minutes
Calls
Minutes
Calls
Minutes
Calls
Adult
655,092
8,064,897
24,554
292,897
167,661
2,072,211
435,712
5,368,890
26,646
324,113
519
6,786
Youth
17,603
206,100
650
6,554
4,325
49,132
12,440
148,181
188
2,233
Total:
672,695
8,270,997
25,204
299,451
171,986
2,121,343
448,152
5,517,071
26,834
326,346
519
6,786
8,184,940
23,759
637
8,066
Adult
664,298
282,959
176,797
2,185,444
435,381
5,369,457
27,724
339,014
Minutes
Youth
17,349
202,707
670
6,892
3,761
42,798
12,745
150,843
173
2,174
Total:
681,647
8,387,647
24,429
289,851
180,558
2,228,242
448,126
5,520,300
27,897
341,188
637
8,066
631
7,798
Adult
647,655
7,981,586
23,087
273,434
172,452
2,131,937
424,859
5,241,978
26,626
326,439
Youth
15,644
182,124
649
6,600
3,371
38,420
11,517
135,742
107
1,362
Total:
663,299
8,163,710
23,736
280,034
175,823
2,170,357
436,376
5,377,720
26,733
327,801
631
7,798
723
9,106
Adult
691,334
8,519,584
24,307
290,385
181,509
2,240,380
456,087
5,629,728
28,708
349,985
Youth
17,405
204,080
459
4,782
3,422
39,078
13,344
158,125
180
2,095
Total:
708,739
8,723,664
24,766
295,167
184,931
2,279,458
469,431
5,787,853
28,888
352,080
723
9,106
657
8,309
Adult
670,389
8,212,836
23,547
280,086
179,521
2,198,994
438,546
5,383,664
28,118
341,783
Youth
18,405
216,751
429
4,075
3,694
42,387
14,164
168,962
118
1,327
Total:
688,794
8,429,587
23,976
284,161
183,215
2,241,381
452,710
5,552,626
28,236
343,110
657
8,309
99,666,347
309,234
3,680,715
2,082,322
25,654,321
5,382,325
66,280,914
326,731
3,963,691
7,011
86,706
Annual sum
8,107,623
SECTION 6 - Page 356
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
INTENTIONALLY BLANK
SECTION 6 - Page 357
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-L1 CDCR 2009 IWTS CALL VOLUME BY FACILITY
Facility
ADULT PRISONS
Avenal State Prison
Calipatria State Prison
California Correctional
Center
California Correctional
Institution
Central California
Women’s Facility
Centinela State Prison
California Institution for
Men
California Institution for
Women
California Men's Colony
California Medical Facility
California State Prison,
Corcoran
California Rehabilitation
Center
Correctional Training
Facility
Chuckawalla Valley State
Prison
Calls
Local
Minutes
IntraLATA
Calls
Minutes
InterLATA
Calls
Minutes
International
Calls
Minutes
4296
2653
52825
32496
63853
16966
813151
209666
335823
135292
4230548
1677848
14362
7944
174189
98746
1296
15000
10777
125391
110865
1265416
5460
62422
945
11896
5901
67240
164084
2017461
7003
83909
162
1240
2797
13263
35172
8221
30422
90731
366785
190768
218657
2157555
2694997
12224
8986
137582
110258
471
236
23033
252315
123497
1430471
25206
284746
8423
93448
12092
4464
2687
133638
52626
31565
69644
4915
31231
760438
56873
368833
50777
219107
80964
574249
2522355
984237
8305
14191
7472
94852
164216
86555
4
2
2445
26612
22609
277518
207761
2551858
9110
105059
30414
375737
252913
3186804
147145
1802647
12557
3280
42805
7485
89024
258683
3190958
4758
63901
277522
3584655
114094
1486764
SECTION 6 - Page 358
Addendum #5
Interstate
Calls
Minutes
397
39
3575
472
Calls
Canada
Minutes
174
30
2156
308
53
641
1589
46
412
3949
2919
30
65
342
768
89
960
58
29
114
253
2
1420
3091
8
88
1172
260
2853
144633
17
216
43
514
12827
156004
36
260
49
431
15176
190351
241
3158
187
2551
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-L1 CDCR 2009 IWTS CALL VOLUME BY FACILITY (CONTINUED)
Facility
Deuel Vocational
Institution
Folsom State Prison
Folsom Transitional
Treatment Center
High Desert State Prison
Ironwood State Prison
Kern Valley State Prison
California State Prison,
Los Angeles County
Mule Creek State Prison
North Kern State Prison
Pelican Bay State Prison
Pleasant Valley State
Prison
Richard J. Donovan
Correctional Facility
California State Prison,
Sacramento
California Substance
Abuse Treatment Facility
and State Prison
Corcoran
Calls
Local
Minutes
IntraLATA
Calls
Minutes
InterLATA
Calls
Minutes
2882
18129
34126
221379
20439
7609
241417
93830
38626
108378
464217
1319982
2268
5678
24828
68438
2
30
1
33
8
443
9866
2496
1615
1637
119223
29362
20612
19266
3362
16103
222670
9613
37475
187347
2734672
115095
25525
111298
49892
191730
314611
1352667
614049
2371607
931
6840
10319
9507
10984
82184
125372
115232
14
130
301
208
1758
3961
9
57
170
78
69
784
2250
821
8414
15722
873
1131
105542
200675
11548
14924
76330
31468
1364
37568
896864
391241
16699
492055
21869
233857
74169
64984
257776
2932705
925139
867911
3794
16157
2736
4578
44949
200141
32689
57966
224
2867
131
1868
14
171
12
25
148
1430
118
375
3827
45669
35275
419084
186562
2221942
10666
126531
17
219
185
1968
55793
646190
27324
323874
106300
1274766
8303
96862
131
1709
107
1200
29439
371319
10472
132049
121134
1525575
7550
94330
357
5052
102
1030
3443
45550
52104
650066
439847
5576341
18436
226751
60
830
271
3319
SECTION 6 - Page 359
Addendum #5
Interstate
Calls
Minutes
International
Calls
Minutes
Calls
Canada
Minutes
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-L1 CDCR 2009 IWTS CALL VOLUME BY FACILITY (CONTINUED)
Facility
Sierra Conservation
Center
California State Prison,
Solano
California State Prison,
San Quentin
Salinas Valley State
Prison
Valley State Prison for
Women
Wasco State Prison and
Reception Center
CONSERVATION
CAMPS
Acton
Alder
Baseline
Bautista
Ben Lomond
Chamberlain Creek
Deadwood
Delta
Devils Garden
Eel River
Fenner Canyon
Francisquito
Gabilan
Growlersburg
High Rock
Calls
Local
Minutes
IntraLATA
Calls
Minutes
InterLATA
Calls
Minutes
International
Calls
Minutes
2134
25537
22353
269866
143795
1689944
6768
79117
13614
174431
101089
1258777
160514
2003076
13303
162245
166
49480
542599
103438
1241966
79960
961835
11429
140903
1949
22647
5250
65455
132222
1645239
7804
1509
16024
15022
166949
172069
1902855
892
10427
11178
131318
39892
31
66
456
314
779
4880
3628
1301
1556
7166
1974
1503
469
2018
672
6861
10284
3303
1463
1437
1673
43486
16730
19586
86277
25800
18813
6481
24979
8939
95052
123782
41794
19147
18786
22055
803
5325
6501
2850
6933
5088
3611
10506
6011
9752
2511
703
7199
5913
9802
22
88
60
290
286
1047
783
4062
Calls
Canada
Minutes
36
272
2011
98
1252
1830
23798
219
2881
97543
165
2129
9
117
12175
135928
198
2357
168
1581
484295
3705
44468
6
88
107
1261
10314
69802
85213
32890
93051
66615
47536
139761
76452
125454
29843
8772
91895
76297
130797
104
356
455
578
193
341
294
236
209
329
694
67
178
441
390
1257
4537
5541
7618
2664
4038
4177
3105
2726
4166
8925
814
1932
5935
5191
82
1011
6
86
4
59
SECTION 6 - Page 360
Addendum #5
Interstate
Calls
Minutes
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-L1 CDCR 2009 IWTS CALL VOLUME BY FACILITY (CONTINUED)
Facility
Intermountain
Ishi
Julius Klein
Konocti
La Cima
Malibu
McCain Valley
Miramonte
Mount Bullion
Mount Gleason
Mountain Home
Oak Glen
Owens Valley
Parlin Fork
Prado
Puerta La Cruz
Rainbow
Salt Creek
Sugar Pine
Trinity River
Vallecito
Valley View
Washington Ridge
Calls
40
38
Local
Minutes
456
545
123
1563
14
175
2
17
85
419
445
64
5167
846
97
1238
2
30
IntraLATA
Calls
Minutes
1069
13940
551
7416
5330
62594
1288
16339
1634
20034
1847
22950
2326
30193
746
9840
945
12434
1722
21364
598
7976
6962
84483
6576
85141
3595
47341
3671
43085
1113
14218
493
5697
1068
12403
989
11683
262
3637
419
5495
491
6153
937
12582
InterLATA
Calls
Minutes
6662
87884
9612
127213
723
8625
8638
115306
2792
37066
1709
21219
4893
62739
2272
29462
5980
77975
314
3866
4705
59272
1608
20018
3421
45541
10151
131719
742
9351
3880
48505
4492
52265
10854
142150
12299
161081
6956
92852
2906
38129
5858
76549
10183
135258
SECTION 6 - Page 361
Addendum #5
Interstate
Calls
226
2777
343
4427
363
4473
294
3960
152
2018
179
2291
411
5469
75
925
525
7212
147
1857
144
1632
149
1710
497
5655
481
5746
211
2634
489
6513
958
11733
419
5593
931
12094
369
4897
116
1440
210
2849
278
3775
International
Minutes
Calls
3
Canada
Minutes
Calls
36
436
30
410
44
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-L1 CDCR 2009 IWTS CALL VOLUME BY FACILITY (CONTINUED)
Facility
COMMUNITY
CORRECTIONAL
FACILITIES
Baker, BCCF
Central Valley Modified
CCF
Desert View Modified
CCF
Golden State Modified
CCF
Leo Chesney CCF
McFarland CCF
Mesa Verde CCF
FEMALE OFFENDER
PROGRAMS
Female Rehabilitative
Community Correctional
Center
Fresno Family
Foundation Program
Santa Fe Springs Family
Foundation Program
San Diego Family
Foundation Program
Calls
Local
Minutes
IntraLATA
Calls
Minutes
InterLATA
Calls
Minutes
5759
73522
9384
114609
484
5706
958
12259
8467
108148
66128
860731
1593
19462
2971
37151
62426
803325
20148
253953
2275
26844
588
406
166
3104
7521
4451
2011
37485
4118
3194
1160
552
53849
39771
14862
5914
64291
24471
15613
25430
833742
293422
194830
328906
1943
1375
382
542
24327
17176
4537
6195
157
2037
87
842
4666
57386
248
3427
1002
12027
521
6661
3214
38557
36
359
950
10193
1027
12678
253
2983
73
886
1240
14600
473
5651
549
6507
59
849
SECTION 6 - Page 362
Addendum #5
Interstate
Calls
International
Minutes
Calls
Canada
Minutes
Calls
35
462
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-L1 CDCR 2009 IWTS CALL VOLUME BY FACILITY (CONTINUED)
Facility
YOUTH FACILITIES
Heman G. Stark Youth
Correctional Facility
N.A. Chaderjian & O. H.
Close Youth
Correctional Facilities
Pine Grove Youth
Conservation Camp
Preston Youth
Correctional Facility
Southern Youth
Correctional Reception
Center and Clinic
Ventura Youth
Correctional Facility
Calls
Local
Minutes
IntraLATA
Calls
Minutes
InterLATA
Calls
Minutes
4102
44225
29011
331487
12349
143569
669
6864
1335
14216
7050
85227
63410
757160
630
8024
382
4483
4083
50910
19
271
2016
24709
10579
130508
49228
593184
144
1639
7774
82474
6212
66131
3533
38263
115
1369
22389
247227
9588
106382
211
2115
SECTION 6 - Page 363
Addendum #5
Interstate
Calls
International
Minutes
Calls
Canada
Minutes
Calls
1
8
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-L2 CDCR 2010 IWTS CALL VOLUME BY FACILITY
Facility
Local
Calls
Minutes
IntraLATA
Calls
InterLATA
Minutes
Calls
Interstate
Minutes
Calls
Minutes
International
Calls
Minutes
Canada
Calls
Minutes
Adult Prison
Avenal State Prison
Cal Correctional
Institution
California Correctional
Center
California Institution for
Men
California Institution for
Women
California Medical
Facility
California Men's Colony
California Rehabilitation
Center
Calipatria State Prison
Cal State
Prison/Corcoran
Cal State Prison/LA
County
Cal State
Prison/Sacramento
Cal State Prison/Solano
Centinela State Prison
Central Cal Women's
Facility
Chuckawalla Valley
State Prison
Corcoran Substance
Abuse Facility
Correctional Training
Facility
2923
35549
70365
888188
436681
5528149
17656
216106
133
1695
216
1490
2360
29066
9985
120503
217739
2690078
9881
120523
158
1560
9
89
2667
31401
12522
146675
114615
1317432
5245
60564
34
433
3
36
17594
204748
100587
1186547
32029
378895
5115
57313
8
61
11754
134847
81217
901219
64547
723879
8281
97362
1
15
98
1171
3585
44785
28943
334824
65942
802273
8322
98262
11
116
2
30
3899
42874
4921
57047
212150
2478509
14050
164068
2
18
210
2643
29934
369049
258655
3248712
131054
1617483
9793
113280
18
184
2022
25047
17875
215854
119151
1498420
8373
106984
34
430
2906
33769
23227
284246
171825
2131110
7938
92562
89
972
11172
137740
99977
1177350
40237
475534
6857
81145
14
167
18896
232952
8484
105992
75406
925425
5674
70489
319
4538
17
151
15862
202962
117840
1464440
200142
2533182
14590
181352
138
1624
83
1054
1833
21795
23004
280329
143477
1779888
6112
75012
25
323
63
668
966
10494
6298
72395
193173
2230514
14034
164003
150
1443
165
1682
1549
20482
324118
4178346
124762
1585167
14019
178658
363
4894
860
12192
3919
52151
66097
835229
449873
5692689
20896
258141
203
2716
247
3070
5192
67835
11261
141119
311095
3881134
16862
205206
22
208
63
805
SECTION 6 - Page 364
Addendum #5
70
816
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-L2 CDCR 2010 IWTS CALL VOLUME BY FACILITY (CONTINUED)
Facility
Local
Calls
Deuel Vocational
Institution
IntraLATA
Minutes
Calls
InterLATA
Minutes
Calls
Minutes
Interstate
Calls
Minutes
International
Calls
Minutes
Canada
Calls
Minutes
2638
31047
20347
242768
54013
663032
2258
26120
2
27
13311
165287
5390
66169
83176
1009309
3800
46394
7
101
5
67
High Desert State Prison
1606
19214
13884
157754
115150
1392004
6339
75455
2
21
19
240
Ironwood State Prison
2229
29253
223744
2767973
60641
741870
11195
137939
111
1335
26
289
Kern Valley State Prison
2910
37324
10063
118374
181152
2265694
9248
114191
239
3171
72
699
Mule Creek State Prison
12561
158447
38066
470318
227670
2848388
16420
202071
297
3991
127
1204
North Kern State Prison
225
3073
811
9463
62377
780345
1530
17509
1
8
Pelican Bay State Prison
Pleasant Valley State
Prison
R.J. Donovan
Correctional Facility
Salinas Valley State
Prison
San Quentin State
Prison
Sierra Conservation
Center
Valley State Prison for
Women
Wasco State Prison
CONSERVATION
CAMP
Acton
Alder
Baseline
Bautista
Ben Lomond Adult
Chamberlain Creek
Camp
779
10839
32247
408099
79452
1042346
4631
60364
29
409
59
862
4281
52447
30108
362888
164224
1969684
11236
135208
42
578
106
821
47221
544511
33788
406955
103693
1241437
8486
101080
217
2989
67
722
734
8009
3047
36229
88711
1098913
4961
62042
51
641
46552
516158
117345
1441137
97027
1186827
11599
146221
225
3003
3035
35699
15005
181256
137270
1610473
5734
68360
96
841
2906
293
31859
3370
19149
9802
223181
113026
175156
30926
1973046
368489
12713
937
144140
11087
181
14
2265
165
16
22
655
145
284
6101
3932
669
1651
8967
1321
48170
8458
20747
113509
15240
416
4546
11166
2245
5021
5185
60572
145551
28254
67585
142
336
438
390
225
1776
4261
5523
5238
2876
33
362
1140
15245
7521
100623
576
7028
Folsom State Prison
SECTION 6 - Page 365
Addendum #5
727
135
9890
1249
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-L2 CDCR 2010 IWTS CALL VOLUME BY FACILITY (CONTINUED)
Facility
Local
Calls
Deadwood
Delta
Devils Garden
Eel River
Fenner Canyon
Francisquito
Gabilan
Growlersburg
High Rock
IntraLATA
Minutes
46
14
30
38
594
177
421
491
Intermountain
Ishi
21
307
21
259
Julius Klein
Konocti
La Cima
Malibu
McCain Valley
Calls
InterLATA
Minutes
Calls
Minutes
Interstate
Calls
International
Minutes
51542
238032
59056
149812
48812
10604
131818
96323
99068
361
356
204
274
557
56
168
297
191
5129
4467
2650
3778
7382
730
2347
3596
2424
84
1099
24
322
1
12
1019
13506
5815
76472
280
3782
27
390
353
3862
10009
133166
474
6417
4141
49067
697
7843
201
2625
1506
19649
7771
104625
120
1626
2171
27995
3306
45308
170
1960
28
381
26689
2564
30961
458
5949
2
30
3205
40675
4563
61806
497
6759
727
9865
2337
31379
167
2318
1647
21722
4542
58286
90
834
Mt. Bullion
4
38
1417
18228
6101
79787
475
6638
Oak Glen
Owens Valley
Parlin Fork
Pilot Rock
Prado
Puerta La Cruz
Rainbow
Salt Creek
Sugar Pine
Trinity River
2
8
21
83
465
455
6077
5337
5658
9699
3574
2718
4218
686
488
727
923
389
69417
125352
46749
34554
49246
8554
5682
8753
11905
5424
1908
3027
11396
222
593
4589
4801
10989
10195
7686
23553
40249
152679
2929
7539
59710
59465
142977
133720
102995
296
833
292
137
319
521
557
322
389
225
3621
10476
3560
1850
3745
6920
6929
4367
4998
3132
31
SECTION 6 - Page 366
Addendum #5
Minutes
3843
18782
4517
11727
3874
856
9850
7860
7588
2184
6
Canada
Calls
3717
33899
17672
63164
131707
36083
190
24522
48520
1056
Mountain Home
Minutes
297
3261
1302
4779
10239
2853
17
1936
3651
129
Miramonte
Calls
15
199
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-L2 CDCR 2010 IWTS CALL VOLUME BY FACILITY (CONTINUED)
Facility
Local
Calls
Vallecito
Valley View
Washington Ridge
Holton
Community
Correctional Facilities
Central Valley Modified
CCF
Desert View Modified
CCF
Golden State Modified
CCF
Leo Chesney
Correctional Facility
Female Offender
Programs
Family Foundation of
Fresno
Family Foundation of
San Diego
Family Foundation
Santa Fe Spring
Female Rehabilitative
CCC
Youth Facilities
Northern California
Youth Center
Pine Grove Youth
Conservation Camp
Preston Youth
Correctional
Southern Youth
Reception Center
Stark Youth Correctional
Facility
IntraLATA
Minutes
Calls
InterLATA
Minutes
Calls
Minutes
International
Minutes
98
99
1304
1387
270
750
3025
1318
3602
9964
41881
16835
2271
6423
12199
347
29079
85049
163600
4686
149
543
372
120
2030
7426
5053
1557
1531
19739
6210
79633
86023
1121935
1602
19038
4307
54787
70589
894157
24545
307405
1891
23119
5062
65592
12824
165803
85459
1104543
1875
22932
819
9648
3160
36579
31225
373537
1120
12673
1338
15843
1330
16743
3734
46066
32
295
1384
13497
249
2955
1342
15835
91
1187
2280
26528
1649
18208
118
1428
58
798
729
8542
65
795
8108
97863
374
4557
1714
21336
5057
58680
75454
887275
836
10429
418
5756
5495
69974
4
50
313
3635
5739
69006
55687
672698
339
4065
6151
63145
4533
45606
3967
47106
278
3073
1128
9835
5670
54858
844
8459
615
5434
SECTION 6 - Page 367
Addendum #5
Interstate
Calls
Calls
55
Minutes
Canada
Calls
Minutes
20
224
1
15
294
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
INTENTIONALLY BLANK
SECTION 6 - Page 368
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M1 CDCR 2009 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH
International
Calls
Minutes
Country
Jan-2009
56
746
Netherlands
32
352
France
2
30
Spain
4
60
Ireland
43
286
Italy
33
464
Switzerland
152
1842
United Kingdom
179
2381
Germany
7
96
Guatemala
2
28
Mexico
4
56
Columbia
27
376
Australia
16
212
Philippines
12
164
New Zealand
335
904
3834
7093
Canada
Total
Feb-2009
Total
2
30
Kenya
41
540
Netherlands
20
260
France
6
83
Ireland
16
213
Italy
43
588
Switzerland
187
2388
United Kingdom
112
1482
Germany
6
82
Guatemala
4
60
Mexico
6
75
Columbia
10
123
Australia
13
134
Philippines
16
230
New Zealand
280
3283
Canada
762
9571
SECTION 6 - Page 369
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M1 CDCR 2009 IWTS INTERNATIONAL CALL VOLUME BYCOUNTRY BY MONTH (CONTINUED)
International
Calls
Minutes
Mar-2009
7
94
Kenya
40
505
Netherlands
12
176
France
4
41
Spain
14
170
Italy
36
522
Switzerland
139
1604
United Kingdom
53
689
Germany
5
60
Guatemala
6
87
Mexico
3
32
Columbia
19
266
Australia
2
18
Philippines
24
346
New Zealand
260
624
3060
7670
Canada
Total
Apr-2009
Total
5
68
Kenya
41
510
Netherlands
26
343
France
11
151
Spain
3
44
Ireland
28
243
Italy
8
120
Switzerland
169
2038
United Kingdom
59
506
Germany
6
73
Guatemala
5
74
Mexico
6
68
Columbia
10
136
Australia
5
49
Philippines
17
213
New Zealand
302
701
3412
8048
Canada
SECTION 6 - Page 370
Addendum #5
Country
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M1 CDCR 2009 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH (CONTINUED)
International
Calls
Minutes
Country
May-2009
44
504
Netherlands
France
Total
Jun-2009
Total
7
30
22
257
Spain
8
116
Ireland
16
125
Italy
21
290
Switzerland
152
1713
United Kingdom
64
586
Germany
7
68
Guatemala
12
162
Mexico
3
29
Columbia
17
220
Australia
7
95
Philippines
4
34
New Zealand
314
698
3746
7975
Canada
6
82
Kenya
79
1048
Netherlands
France
3
43
21
274
Spain
8
117
Ireland
17
161
Italy
18
259
Switzerland
162
2098
United Kingdom
75
705
Germany
9
124
Guatemala
2
30
Mexico
4
47
Columbia
19
268
Australia
26
313
Philippines
4
60
New Zealand
324
777
3772
9401
Canada
SECTION 6 - Page 371
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M1 CDCR 2009 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH (CONTINUED)
International
Calls
Minutes
Country
Jul-2009
92
1256
Netherlands
12
179
France
19
222
Spain
6
90
Ireland
45
304
Italy
34
497
Switzerland
122
1490
United Kingdom
5
75
Sweden
37
402
Germany
6
54
Guatemala
6
85
Mexico
1
6
Columbia
19
244
Australia
23
262
Philippines
4
39
New Zealand
3897
9102
Canada
Total
348
779
Aug-2009
68
865
Netherlands
18
201
France
15
208
Spain
6
87
Ireland
50
426
Italy
47
627
Switzerland
110
1302
United Kingdom
16
204
Sweden
78
921
Germany
4
55
Guatemala
7
105
Mexico
3
26
Columbia
17
208
Australia
12
126
Philippines
2
19
New Zealand
316
769
3612
8992
Canada
Total
SECTION 6 - Page 372
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M1 CDCR 2009 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH (CONTINUED)
International
Calls
Minutes
Sep-2009
3
45
Kenya
74
905
Netherlands
18
252
France
17
233
Spain
6
85
Ireland
37
378
Italy
38
523
Switzerland
153
1819
United Kingdom
14
178
Sweden
52
708
Germany
Guatemala
Total
Oct-2009
Total
4
53
10
130
Mexico
4
51
Columbia
24
329
Australia
10
97
Philippines
1
15
New Zealand
269
734
3186
8987
Canada
6
90
Kenya
102
1343
Netherlands
21
279
France
13
181
Spain
3
45
Ireland
35
309
Italy
45
620
Switzerland
91
1133
United Kingdom
4
58
Sweden
75
961
Germany
14
157
Mexico
1
15
Columbia
20
280
Australia
11
121
Philippines
1
14
New Zealand
287
729
3448
9054
Canada
SECTION 6 - Page 373
Addendum #5
Country
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M1 CDCR 2009 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH (CONTINUED)
International
Calls
Minutes
Nov-2009
2
7
Kenya
101
1263
Netherlands
24
349
France
21
273
Spain
2
26
Ireland
30
228
Italy
41
605
Switzerland
114
1159
United Kingdom
3
31
Sweden
2
30
Poland
44
579
Germany
Guatemala
Total
Dec-2009
Total
2
30
10
105
Mexico
7
96
Columbia
17
245
Australia
8
98
Philippines
4
27
New Zealand
257
689
3162
8313
Canada
3
41
Kenya
99
1133
Netherlands
17
202
France
19
231
Spain
1
15
Ireland
28
240
Italy
37
524
Switzerland
83
895
United Kingdom
36
492
Germany
2
29
Guatemala
10
132
Mexico
24
286
Columbia
17
240
Australia
20
204
Philippines
3
37
New Zealand
235
634
2807
7508
Canada
SECTION 6 - Page 374
Addendum #5
Country
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M2 CDCR 2010 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH
International
Jan-2010
Total
Feb 2010
Total
Calls
Minutes
2
25
Kenya
89
1,003
Netherlands
25
333
France
14
180
Spain
30
289
Italy
8
106
Switzerland
110
1,293
United Kingdom
1
15
Poland
26
370
Germany
Guatemala
1
8
12
153
Mexico
21
246
Columbia
19
285
Australia
17
195
Philippines
6
82
New Zealand
251
2,941
Canada
632
7,524
5
54
Kenya
121
1,443
Netherlands
20
224
France
14
179
Spain
4
52
Ireland
41
362
Italy
36
67
534
814
Switzerland
United Kingdom
14
188
Germany
2
30
Guatemala
12
154
Mexico
20
243
Columbia
27
371
Australia
7
65
Philippines
6
86
New Zealand
5
39
Hong Kong
222
2,658
Canada
623
7,496
SECTION 6 - Page 375
Addendum #5
Country
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M2 CDCR 2010 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH
(CONTINUED)
International
Calls
Minutes
Country
Mar-2010
75
934
Netherlands
36
453
France
18
237
Spain
2
29
Ireland
22
200
Italy
26
364
Switzerland
57
713
United Kingdom
11
134
Germany
1
15
Guatemala
17
160
Mexico
5
69
Columbia
25
352
Australia
18
141
Philippines
6
85
New Zealand
3
36
Hong Kong
171
2,036
Canada
493
5,958
89
1,125
Netherlands
11
160
France
11
152
Spain
3
43
Ireland
48
438
Italy
40
572
Switzerland
66
790
United Kingdom
2
26
Poland
16
214
Germany
Guatemala
Total
Apr-2010
Total
1
15
17
167
Mexico
10
112
Columbia
30
379
Australia
14
150
Philippines
1
10
Hong Kong
246
2,948
Canada
605
7,301
SECTION 6 - Page 376
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M2 CDCR 2010 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH
(CONTINUED)
International
May-2010
Calls
Minutes
42
527
Netherlands
13
134
France
17
210
Spain
3
44
Ireland
25
233
Italy
33
401
Switzerland
61
678
United Kingdom
3
45
Poland
15
214
Germany
Guatemala
1
15
25
238
Mexico
2
17
Columbia
29
385
Australia
9
97
Philippines
6
56
Hong Kong
2,745
6039
Canada
Total
223
507
Jun-2010
69
941
Netherlands
4
45
France
21
282
Spain
2
30
Ireland
37
346
Italy
36
524
Switzerland
49
639
United Kingdom
15
173
Germany
1
15
Guatemala
18
244
Mexico
1
15
Columbia
8
105
Australia
3
36
Philippines
1
14
Hong Kong
237
502
2,837
6,246
Canada
Total
SECTION 6 - Page 377
Addendum #5
Country
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M2 CDCR 2010 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH
(CONTINUED)
International
Jul-2010
Calls
Minutes
Country
56
747
Netherlands
France
5
43
11
165
Spain
1
15
Ireland
27
302
Italy
40
589
Switzerland
49
644
United Kingdom
11
132
Germany
1
15
Guatemala
25
310
Mexico
3
42
Columbia
12
140
Australia
10
96
Philippines
231
482
2,837
6,077
Canada
Total
Aug-2010
53
719
Netherlands
24
350
France
10
136
Spain
2
30
Ireland
11
119
Italy
31
447
Switzerland
49
650
United Kingdom
1
15
Denmark
19
265
Germany
Guatemala
Total
1
13
14
200
Mexico
3
41
Columbia
13
180
Australia
2
30
Philippines
1
15
New Zealand
285
519
3,576
6,786
Canada
SECTION 6 - Page 378
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M2 CDCR 2010 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH
(CONTINUED)
International
Sep-2010
Calls
Minutes
Country
51
697
Netherlands
29
418
France
7
105
Spain
3
41
Ireland
20
221
Italy
44
612
Switzerland
49
545
United Kingdom
2
30
Denmark
6
90
Germany
Guatemala
1
15
27
172
Mexico
3
36
Columbia
14
191
Australia
5
49
Philippines
376
637
4,844
8,066
Canada
Total
Oct-2010
42
515
Netherlands
22
313
France
6
67
Spain
1
15
Ireland
32
289
Italy
43
626
Switzerland
20
208
United Kingdom
3
25
Denmark
1
15
Poland
10
129
Germany
Guatemala
Total
1
15
29
324
Mexico
3
35
Columbia
16
173
Australia
2
28
Philippines
3
18
Bangladesh
397
631
5,003
7,798
Canada
SECTION 6 - Page 379
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-M2 CDCR 2010 IWTS INTERNATIONAL CALL VOLUME BY COUNTRY BY MONTH
(CONTINUED)
International
Calls
Minutes
Country
82
1,029
Netherlands
22
293
France
13
153
Spain
2
30
Ireland
43
404
Italy
34
485
Switzerland
61
777
United Kingdom
3
45
Denmark
15
192
Germany
Guatemala
Nov-2010
Total
Dec-2010
Total
1
15
24
306
Mexico
5
62
Columbia
26
336
Australia
4
36
Philippines
2
30
New Zealand
3
45
Bangladesh
383
723
4,868
9106
Canada
77
935
Netherlands
16
239
France
14
187
Spain
1
15
Ireland
31
327
Italy
38
570
Switzerland
76
958
United Kingdom
2
18
Denmark
18
244
Germany
Guatemala
2
30
18
264
Mexico
5
54
Columbia
18
241
Australia
6
45
Philippines
3
45
New Zealand
4
60
Bangladesh
328
657
4,077
8309
SECTION 6 - Page 380
Addendum #5
Canada
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-N IWTS TRANSITION FACILITIES
TEAM 1**
TEAM 2**
Sierra Conservation Center
Valley State Prison For Women
Central California Women's Facility
California Substance Abuse Treatment Facility and
State Prison
North Kern State Prison
Kern Valley State Prison
Wasco State Prison
California Medical Facility
California State Prison, Solano
Deuel Vocational Institution
Salinas Valley State Prison
Gabilan
Pleasant Valley State Prison
Avenal State Prison
California Men's Colony
Cuesta Camp
Pelican Bay State Prison
Alder Creek
High Rock
Eel River
Chamberlain Creek
Parlin Fork
Konocti
Ben Lomond
Vallecito
Baseline
Mt. Bullion
Miramonte
Mountain Home
OCS-Fresno
Fresno Family Foundations
Background Investigations, Fresno Office
(anticipated)
Owens Valley
Devil's Garden
Intermountain
Sugar Pine
High Desert State Prison
California Correctional Center
Antelope
Ishi
Washington Ridge
Growlersberg
Folsom State Prison
Pine Grove
Mule Creek State Prison
Northern Youth
California Correctional Institutional
California State Prison,
Los Angeles County
Desert View Modify CCF
Acton
Francisquito
Ventura Youth
OIA-Rancho Cucamonga
OCS-Rancho Cucamonga
California Institution for Women
California Institution for Men
Prado
Heman G. Stark
California Rehabilitation Center
Oak Glen
Fenner Canyon
Ironwood State Prison
Chuckawalla Valley State Prison
Calipatria State Prison
Centinela
McCain
**Two teams can run concurrently during installation
SECTION 6 - Page 381
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-N IWTS TRANSITION OF FACILITIES (CONTINUED)
TEAM 1**
TEAM 2**
Leo Chesney
OIA Northern Region - Sacramento
Background Investigations, Sacramento Office
(anticipated)
OCS-Rancho Cordova
OCS HQ
Northern California Youth
Claremont Custody Center (anticipated) CCF
Shafter CCF (anticipated)
Delano CCF (anticipated)
Central Valley Modified CCF
Golden State Modified CCF
Female Rehabilitative Community
OIA-Central Bakersfield
OCS-Special Services Unit Bay Area
Deadwood
Trinity River
Salt Creek
Valley View
Richard J. Donovan Correctional Facility
San Diego Center Point
OCS-San Diego
La Cima
Rainbow
Puerta La Cruz
Bautista
Julius Klein
Pilot Rock
Malibu
Santa Fe Springs Los Angeles
Southern Youth
Karl Holton
**Two teams can run concurrently during installation
SECTION 6 - Page 382
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-O ADULT INSTITUTION MAS LOCATIONS
ACRONYM
ASP
INSTITUTION
MAIN
TELEPHONE
NUMBER
ADDRESS
Avenal State Prison
(559) 386-0587
1 Kings Way
Avenal, CA 93204
Calipatria State Prison
(760) 348-7000
7018 Blair Road
Calipatria, CA 92233
California Correctional Center
(530) 257-2181
711-045 Center Road
Susanville, CA 96130
California Correctional Institution
(661) 822-4402
24900 Highway 202
Tehachapi, CA 93561
Central California Women’s Facility
(559) 665-5531
23370 Road 22
Chowchilla, CA 93610
Centinela State Prison
(760) 337-7900
2302 Brown Road
Imperial, CA 92251
California Institution for Men
(909) 597-1821
14901 South Central Avenue
Chino, CA 91710
California Institution for Women
(909) 597-1771
16756 Chino-Corona Road
Corona, CA 92880
California Men’s Colony
(805) 547-7981
Highway 1
San Luis Obispo, CA 93409
California Medical Facility
(707) 448-6841
1600 California Drive
Vacaville, CA 95687
California State Prison, Corcoran
(559) 992-8800
4001 King Avenue
Corcoran, CA 93212
California Rehabilitation Center
(951) 737-2683
5th Street & Western
Norco, CA 92860
Correctional Training Facility
(831) 678-3951
Highway 101 North
Soledad, CA 93960
Chuckawalla Valley State Prison
(760) 922-5300
19025 Wiley's Well Road
Blythe, CA 92225
Deuel Vocational Institution
(209) 835-4141
23500 Kasson Road
Tracy, CA 95376
1
CAL
2
CCC
3
CCI
4
CCWF
5
CEN
6
CIM
7
CIW
8
CMC
9
CMF
10
COR
11
CRC
12
CTF
13
CVSP
14
DVI
15
SECTION 6 - Page 383
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-O ADULT INSTITUTION MAS LOCATIONS (CONTINUED)
MAIN
TELEPHONE
NUMBER
ADDRESS
Folsom State Prison
(916) 985-2561
300 Prison Road
Represa, CA 95671
High Desert State Prison
(530) 251-5100
Ironwood State Prison
(760) 921-3000
Kern Valley State Prison
(661) 721-6300
California State Prison,
Los Angeles County
(661) 729-2000
Mule Creek State Prison
(209) 274-4911
North Kern State Prison
(661) 721-2345
Pelican Bay State Prison
(707) 465-1000
Pleasant Valley State Prison
(559) 935-4900
Richard J. Donovan Correctional
Facility
(619) 661-6500
California State Prison, Sacramento
(916) 985-8610
ACRONYM
INSTITUTION
FSP
16
17
HDSP
18
ISP
19
KVSP
20
LAC
21
MCSP
22
NKSP
23
PBSP
24
PVSP
25
RJD
26
SAC
California Substance Abuse Treatment
Facility and State Prison at Corcoran
27
SATF
28
SCC
29
SOL
30
SQP
31
SVSP
32
VSPW
33
WSP
44750 60th Street, West
Lancaster, CA 93536
4001 Highway 104
Ione, CA 95640
2737 West Cecil Avenue
Delano, CA 93216
5905 Lake Earl Drive
Crescent City, CA 95531
24863 West Jayne Avenue
Coalinga, CA 93210
480 Alta Road
San Diego, CA 92179
100 Prison Road
Represa, CA 95671
Sierra Conservation Center
(209) 984-5291
California State Prison, Solano
(707) 451-0182
California State Prison, San Quentin
(415) 454-1460
Salinas Valley State Prison
(831) 678-5500
Valley State Prison for Women
(559) 665-6100
900 Quebec Avenue
Corcoran, CA 93212
5100 O'Byrnes Ferry Road
Jamestown, CA 95327
2100 Peabody Road
Vacaville, CA 95696
1 Main Street
San Quentin, CA 94964
31625 Highway 101
Soledad, CA 93960
21633 Avenue 24
Chowchilla, CA 93610
Wasco State Prison
and Reception Center
(661) 758-8400
701 Scofield Avenue
Wasco, CA 93280
(559) 992-7100
SECTION 6 - Page 384
Addendum #5
475-750 Rice Canyon Road
Susanville, CA 96127
19005 Wiley's Well Road
Blythe, CA 92225
3000 West Cecil Avenue
Delano, CA 93216
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-P FUTURE ADULT FACILITY MAS LOCATIONS ANTICIPATED
IWTS
ACRONYMS
FACILITY
MAIN
TELEPHONE
NUMBER
ADDRESS
CITY
ZIP
CODE
1
HGS
Heman G. Stark
TBD
151 South Euclid Avenue
Chino
91710
2
ECF
Estrella Correctional
Facility
TBD
4545 Airport Road
Paso
Robles
93446
3
CHCF
California Health Care
Facility
TBD
7707 S. Austin Road
Stockton
95215
4
NCRF
Northern California
Re-Entry Facility
TBD
7150 Arch Road
Stockton
95213
SECTION 6 - Page 385
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
INTENTIONALLY BLANK
SECTION 6 - Page 386
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-Q YOUTH FACILITY MAS LOCATIONS
IWTS YOUTH
FACILITY
ACRONYMS
YOUTH
FACILITIES
MAIN
TELEPHONE
NUMBER
ADDRESS
CITY
ZIP
CODE
1
NACYCF
N.A. Chaderjian
Youth Correctional
Facility
(209) 944-6400
7650 South Newcastle
Road
Stockton
95213
2
OHCYCF
O.H. Close Youth
Correctional Facility
(209) 944-6301
7650 South Newcastle
Road
Stockton
95213
3
SYCRCC*
Southern
Youth Correctional
Reception Center
and Clinic
(562) 868-9979
13200 S. Bloomfield
Avenue
Norwalk
90650
4
VYCF
Ventura
Youth Correctional
Facility
(805) 485-7951
3100 Wright Road
Camarillo
93010
*SYCRCC – Deactivation/Closure tentatively scheduled for January 2012.
SECTION 6 - Page 387
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-R CDCR FACILITY TOPOGRAPHY
ADULT INSTITUTIONS
Avenal State Prison (ASP)
1 Kings Way
Avenal, CA 93204
Calipatria State Prison (CAL)
7018 Blair Road
Calipatria, CA 92233
California Correctional Center (CCC)
711-045 Center Road
Susanville, CA 96130
California Correctional Institution
(CCI)
24900 Highway 202
Tehachapi, CA 93561
Central California Women’s Facility
(CCWF)
23370 Road 22
Chowchilla, CA 93610
Centinela State Prison (CEN)
2302 Brown Road
Imperial, CA 92251
California Institution for Men (CIM)
14901 South Central Avenue
Chino, CA 91710
California Institution for Women
(CIW)
16756 Chino-Corona Road
Corona, CA 92880
California Men’s Colony (CMC)
Highway 1
San Luis Obispo, CA 93409
California Medical Facility (CMF)
1600 California Drive
Vacaville, CA 95687
California State Prison, Corcoran
(COR)
4001 King Avenue
Corcoran, CA 93212
California Rehabilitation Center
(CRC)
th
5 Street & Western
Norco, CA 92860
Correctional Training Facility (CTF)
Highway 101 North
Soledad, CA 93960
Chuckawalla Valley State Prison
(CVSP)
19025 Wiley’s Well Road
Blythe, CA 92225
Deuel Vocational Institution (DVI)
23500 Kasson Road
Tracy, CA 95376
COLOCATED
URBAN/
RURAL
Rural
TERRAIN
Rural
HDSP
Rural
VSPW
MSF*
X
Rural
X
X
Rural
Rural
X
Urban
X
Mixed
Rural
SOL
Urban
SATF
Rural
Urban
SVSP
Rural
ISP
Rural
Rural
*Minimum Security Facility
SECTION 6 - Page 388
Addendum #5
NONCONTIGUOUS
X
X
X
X
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-R CDCR FACILITY TOPOGRAPHY (CONTINUED)
ADULT INSTITUTIONS
Folsom State Prison (FSP)
300 Prison Road
Represa, CA 95671
High Desert State Prison (HDSP)
475-750 Rice Canyon Road
Susanville, CA 96127
Ironwood State Prison (ISP)
19005 Wiley’s Well Road
Blythe, CA 92225
Kern Valley State Prison (KVSP)
3000 West Cecil Avenue
Delano, CA 93216-6000
California State Prison – Los
Angeles County (LAC)
th
44750 60 Street West
Lancaster, CA 93536-7620
Mule Creek State Prison (MCSP)
4001 Highway 104
Ione, CA 95640
North Kern State Prison (NKSP)
2737 West Cecil Avenue
Delano, CA 93216
Pelican Bay State Prison (PBSP)
5905 Lake Earl Drive
Crescent City, CA 95531
Pleasant Valley State Prison (PVSP)
24863 West Jayne Avenue
Coalinga, CA 93210
R.J. Donovan Correctional Facility
(RJD)
480 Alta Road
San Diego, CA 92179
California State Prison, Sacramento
(SAC)
100 Prison Road
Represa, CA 95671
California Substance Abuse
Treatment Facility and State Prison
at Corcoran (SATF)
900 Quebec Avenue
Corcoran, CA 93212
Sierra Conservation Center (SCC)
5100 O’Byrnes Ferry Road
Jamestown, CA 95327
California State Prison, Solano
(SOL)
2100 Peabody Road
Vacaville, CA 95696
COLOCATED
SAC
URBAN/
RURAL
Rural
CCC
Rural
CVSP
Rural
TERRAIN
MSF*
Rural
X
Urban
X
Rural
Rural
Rural
Rural
Rural
FSP
Rural
COR
CMF
*Minimum Security Facility
SECTION 6 - Page 389
Addendum #5
NONCONTIGUOUS
X
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-R CDCR FACILITY TOPOGRAPHY (CONTINUED)
ADULT INSTITUTIONS
California State Prison, San
Quentin (SQ)
1 Main Street
San Quentin, CA 94964
Salinas Valley State Prison
(SVSP)
31625 Highway 101
Soledad, CA 93960
Valley State Prison for Women
(VSPW)
21633 Avenue 24
Chowchilla, CA 93610
Wasco State Prison (WSP)
701 Scofield Avenue
Wasco, CA 93280
YOUTH FACILITIES
N.A. Chaderjian Youth
Correctional Facility
7650 South Newcastle Road
Stockton, CA 95215
O.H. Close Youth Correctional
Facility
7650 South Newcastle Road
Stockton, CA 95213-9001
Ventura Youth Correctional Facility
3100 Wright Road
Camarillo, CA 93010
Southern Youth Correctional
Reception Center and Clinic
13200 S. Bloomfield Avenue
Norwalk, CA 90650
COLOCATED
URBAN/
RURAL
Urban
CTF
Rural
CCWF
Rural
TERRAIN
Rural
Chad
Rural
Rural
Urban
*Minimum Security Facility
SECTION 6 - Page 390
Addendum #5
MSF*
X
Rural
O.H. Close
NONCONTIGUOUS
X
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-S MANAGED ACCESS SYSTEM IMPLEMENTATION OF FACILITIES
1
ACRONYM
INSTITUTION
SOL
California
State Prison,
Solano
CRC
2
ASP
MAIN TELEPHONE
NUMBER
ADDRESS
PHASE
0
Acceptance
1
California
Rehabilitation
Center
(951) 737-2683
2100 Peabody Road
Vacaville, CA 95696
5th Street & Western
Norco, CA 92860
Avenal State
Prison
1 Kings Way
Avenal, CA 93204
1
(559) 386-0587
31625 Highway 101
Soledad, CA 93960
300 Prison Road
Represa, CA 95671
2302 Brown Road
Imperial, CA 92251
1
1
(707) 451-0182
3
4
SVSP
5
FSP
(916) 985-2561
1
1
Centinela
State Prison
(760) 337-7900
ISP
Ironwood
State Prison
(760) 921-3000
CIM
California
Institution for
Men
(909) 597-1821
19005 Wiley's Well Road
Blythe, CA 92225
14901 South Central Avenue
Chino, CA 91710
Correctional
Training
Facility
(831) 678-3951
Highway 101 North
Soledad, CA 93960
2
CTF
Calipatria
State Prison
(760) 348-7000
7018 Blair Road
Calipatria, CA 92233
2
CAL
Kern Valley
State Prison
(661) 721-6300
CVSP
Chuckawalla
Valley State
Prison
(760) 922-5300
3000 West Cecil Avenue
Delano, CA 93216
19025 Wiley's Well Road
Blythe, CA 92225
2
KVSP
California
State Prison,
Corcoran
(559) 992-8800
4001 King Avenue
Corcoran, CA 93212
2
COR
California
Men’s Colony
(805) 547-7981
Highway 1
San Luis Obispo, CA 93409
2
CMC
8
9
10
11
(831) 678-5500
CEN
6
7
Salinas Valley
State Prison
Folsom State
Prison
12
13
14
SECTION 6 - Page 391
Addendum #5
1
2
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-S MANAGED ACCESS SYSTEM IMPLEMENTATION OF FACILITIES (CONTINUED)
ACRONYM
INSTITUTION
MAIN TELEPHONE
NUMBER
PVSP
Pleasant Valley State
Prison
(559) 935-4900
24863 West Jayne Avenue
Coalinga, CA 93210
2
15
SCC
Sierra Conservation
Center
(209) 984-5291
5100 O'Byrnes Ferry Road
Jamestown, CA 95327
2
16
17
LAC
California State
Prison,
Los Angeles County
(661) 729-2000
44750 60th Street, West
Lancaster, CA 93536
18
RJD
Richard J. Donovan
Correctional Facility
(619) 661-6500
CCC
California Correctional
Center
CMF
California Medical
Facility
21
22
ADDRESS
PHASE
2
2
(530) 257-2181
480 Alta Road
San Diego, CA 92179
711-045 Center Road
Susanville, CA 96130
1600 California Drive
Vacaville, CA 95687
3
(707) 448-6841
(559) 992-7100
900 Quebec Avenue
Corcoran, CA 93212
3
SATF
California Substance
Abuse Treatment
Facility and State
Prison at Corcoran
California State
Prison, Sacramento
(916) 985-8610
100 Prison Road
Represa, CA 95671
3
SAC
MCSP
Mule Creek State
Prison
(209) 274-4911
4001 Highway 104
Ione, CA 95640
3
23
WSP
Wasco State Prison
and Reception Center
(661) 758-8400
701 Scofield Avenue
Wasco, CA 93280
3
24
NKSP
North Kern State
Prison
(661) 721-2345
2737 West Cecil Avenue
Delano, CA 93216
3
25
SQP
California State
Prison, San Quentin
(415) 454-1460
CCI
California Correctional
Institution
(661) 822-4402
1 Main Street
San Quentin, CA 94964
24900 Highway 202
Tehachapi, CA 93561
3
26
California Institution
for Women
(909) 597-1771
16756 Chino-Corona Road
Corona, CA 92880
3
CIW
19
20
27
28
SECTION 6 - Page 392
Addendum #5
3
3
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-S MANAGED ACCESS SYSTEM IMPLEMENTATION OF FACILITIES (CONTINUED)
MAIN
TELEPHONE
NUMBER
ADDRESS
PHASE
475-750 Rice Canyon Road
Susanville, CA 96127
4
4
(209) 835-4141
21633 Avenue 24
Chowchilla, CA 93610
23500 Kasson Road
Tracy, CA 95376
Central California
Women’s Facility
23370 Road 22
Chowchilla, CA 93610
4
(559) 665-5531
Pelican Bay State
Prison
(707) 465-1000
OHCYCF
OH Close Youth CF
(209) 944-6391
5905 Lake Earl Drive
Crescent City, CA 95531
7650 Newcastle Road
Stockton, CA 95215
4
PBSP
NACYCF
N.A. Chanderjian
Youth CF
(209) 944-6400
36
VYCF
Ventura Youth CF
(805) 485-7951
7650 Newcastle Road
Stockton, CA 95215
3100 Wright Road
Camarillo, CA 93010
4
35
SYCRCC*
Southern California
Youth CF
(562) 868-9979
13200 Bloomfield Avenue
Norwalk, CA 90650
4
37
38
HGS
Heman G. Stark
TBD
151 South Euclid Avenue
Chino, CA 91710
TBD
TBD
4545 Airport Road
Paso Robles, CA 93446
TBD
TBD
7707 S. Austin Road
Stockton, CA 95215
TBD
TBD
7150 Arch Road
Stockton, CA 95213
TBD
ACRONYM
INSTITUTION
29
HDSP
High Desert State
Prison
(530) 251-5100
30
VSPW
Valley State Prison for
Women
(559) 665-6100
DVI
Deuel Vocational
Institution
CCWF
31
32
33
34
39
ECF
40
CHCF
41
NCRF
Estrella
Correctional
Facility
California Health
Care Facility
Northern
California ReEntry Facility
* SYCRCC Deactivation/Closure tentatively scheduled for January 2012
SECTION 6 - Page 393
Addendum #5
4
4
4
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
INTENTIONALLY BLANK
SECTION 6 - Page 394
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY
Boundary and Coverage Map Legend
Area that must be covered by
Managed Access System
Area that must not be covered
by Managed Access System
Demarks State property line
Un-shaded areas within the State property line may be covered
by the Managed Access System, but are not required to be
covered.
SECTION 6 - Page 395
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SOL-California State Prison, Solano Property Boundaries
California Medical Facility
Pump Station
Approximate Boundary Between
California Medical Facility and
California State Prison – Solano Co
California Medical
California Medical Facility
Facility
California State Prison Solano Co
California State
Prison – Solano Co
Real Property Number 10104 – CALIFORNIA STATE PRISON – SOLANO COUNTY
Label No.
Assessor Parcel No.
1
2
8
9
10
Portion of 0128-070-080
Portion of 0128-070-090
Portion of 0128-070-070
Portion of 0128-070-060
0136-130-010
SECTION 6 - Page 396
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SOL-California State Prison, Solano Coverage Areas
SECTION 6 - Page 397
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CRC-California Rehabilitation Center Property Boundaries
Real Property Number 48 – CALIFORNIA REHABILITATION CENTER
Label No.
Assessor Parcel No.
1
2
3
4
5
129-190-003
129-200-008
129-190-002
129-200-013
130-240-005
SECTION 6 - Page 398
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CRC-California Rehabilitation Center Coverage Areas
SECTION 6 - Page 399
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
ASP-Avenal State Prison Property Boundaries
Real Property Number 34 – AVENAL STATE PRISON
Label No.
Assessor Parcel No.
1
2
3
4
038-029-020
038-029-024
038-037-015
038-028-031
SECTION 6 - Page 400
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
ASP-Avenal State Prison Coverage Areas
SECTION 6 - Page 401
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SVSP-Salinas Valley State Prison Property Boundaries
Salinas Valley State Prison
Correctional Training Facility
Real Property Number 10154 – SALINAS VALLEY STATE PRISON
Label No.
Assessor Parcel No.
1
Portion of 257-021-012
SECTION 6 - Page 402
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SVSP-Salinas Valley State Prison Coverage Areas
SECTION 6 - Page 403
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
FSP-Folsom State Prison (and SAC-California State Prison, Sacramento) Property Boundaries
Area CDCR Designated as CPS
Sacramento (See 7300105
Comments)
SBE Parcels
Real Property Number 39 – FOLSOM STATE PRISON
Label No.
Assessor Parcel No.
1
2
3
Portion of 071-0010-021
Portion of 213-0072-006
227-0222-003
SECTION 6 - Page 404
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
FSP-Folsom State Prison(and SAC-California State Prison, Sacramento) Coverage Areas
SECTION 6 - Page 405
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CEN-Centinela State Prison Property Boundaries
CDCR Transferred 1.51 Ac to Imperial Irrigation District
Real Property Number 9734 – CENTINELA STATE PRISON
Label No.
Assessor Parcel No.
1
2
3
4
5
6
7
8
9
10
11
034-280-022
034-330-001
034-330-003
034-330-002
034-330-019
034-370-014
034-370-001
034-370-019
034-370-020
051-020-027
051-020-028
SECTION 6 - Page 406
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CEN-Centinela State Prison Coverage Areas
SECTION 6 - Page 407
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
ISP-Ironwood State Prison (and CVSP-Chuckawalla Valley State Prison) Property Boundaries
Ironwood State Prison
Chuckawalla Valley State
Prison Riverside County
Real Property Number 10102 – IRONWOOD STATE PRISON
Label No.
Assessor Parcel No.
1
2
3
4
5
6
7
8
9
10
11
879-040-001
879-040-009
879-040-016
879-040-015
879-040-004
879-040-010
879-040-020
879-040-017
879-040-019
879-040-018
Portion of 879-040-011
SECTION 6 - Page 408
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
ISP-Ironwood State Prison Coverage Areas
SECTION 6 - Page 409
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CIM-California Institution for Men Property Boundaries
CDF – RP 572
Prado CC
CYA – RP 1577
Herman G. Stark
Correctional
Facility
Real Property Number 50 – CALIFORNIA INSTITUTION FOR MEN
Label No.
Assessor Parcel No.
1
2
3
4
5
6
7
8
Portion of 1026-011-05
1026-021-01
Portion of 1026-041-02
Portion of 1026-031-01
1026-111-01
Portion of 1026-061-05
Herman G. Stark Correctional Facility - CYA
1026-101-01
SECTION 6 - Page 410
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CIM-California Institution for Men (A) Coverage Areas
SECTION 6 - Page 411
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CIM-California Institution for Men (B) Coverage Areas
SECTION 6 - Page 412
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CIM-California Institution for Men (C) Coverage Areas
SECTION 6 - Page 413
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CTF-Correctional Training Facility Property Boundaries
Salinas Valley State Prison
Correctional Training Facility
Real Property Number 51 – CORRECTIONAL TRAINING FACILITY
Label No.
Assessor Parcel No.
1
Portion of 257-021-012
SECTION 6 - Page 414
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CTF-Correctional Training Facility Property Boundaries
Correctional Training Facility
Sewage Ponds
Real Property Number 51 – CORRECTIONAL TRAINING FACILITY (SEWAGE PONDS)
Label No.
Assessor Parcel No.
2
3
257-041-020
257-041-021
SECTION 6 - Page 415
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CTF-Correctional Training Facility Coverage Areas
SECTION 6 - Page 416
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CAL-Calipatria State Prison Property Boundaries
Real Property Number 9735 – CALIPATRIA STATE PRISON
Label No.
Assessor Parcel No.
1
2
022-140-005
022-150-001
SECTION 6 - Page 417
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CAL-Calipatria State Prison Coverage Areas
SECTION 6 - Page 418
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
KVSP-Kern Valley State Prison Property Boundaries
Real Property Number 10424 – KERN VALLEY STATE PRISON
Label No.
1
2
3
4
5
6
7
8
9
Assessor Parcel No.
520-120-01
520-120-02
047-140-36
047-140-35
047-140-26
047-140-32
047-140-31
047-140-30
047-140-29
Label No.
10
11
12
13
14
15
16
17
18
Assessor Parcel No.
047-140-27
047-140-28
520-120-03
520-120-04
520-130-01
520-130-02
520-130-03
520-130-04
520-130-05
SECTION 6 - Page 419
Addendum #5
Label No.
19
20
21
22
Assessor Parcel No.
520-130-06
520-130-07
520-120-06
520-120-07
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
KVSP-Kern Valley State Prison Coverage Areas
SECTION 6 - Page 420
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CVSP-Chuckawalla Valley State Prison Property Boundaries
Chuckawalla Valley SP
Ironwood SP
Real Property Number 9288 – CHUCKAWALLA VALLEY STATE PRISON RIVERSIDE CO.
Label No.
Assessor Parcel No.
11
12
13
14
15
16
17
18
Portion of 879-040-011
879-040-006
879-040-012
879-040-027
879-040-028
879-040-030
879-040-029
879-040-008
SECTION 6 - Page 421
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CVSP-Chuckawalla Valley State Prison Property Boundaries (Continued)
19
Chuckawalla Valley State Prison
Riverside Co.
Ironwood State Prison
Real Property Number 9288 – CHUCKAWALLA VALLEY STATE PRISON RIVERSIDE CO.
Label No.
Assessor Parcel No.
19
818-132-023
SECTION 6 - Page 422
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CVSP-Chuckawalla Valley State Prison Coverage Areas
SECTION 6 - Page 423
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
COR-California State Prison, Corcoran (and SATF-Substance Abuse Treatment Facility & State Prison
Property Boundaries
Corcoran State Prison
Approximate
Facility Boundary
California Substance Abuse Treatment
Facility and State Prison
Real Property Number 36 – CORCORAN STATE PRISON
Label No.
Assessor Parcel No.
1
2
3&4
Blank
Portion of 044-110-050
Portion of 044-110-052
044-110-026 & Portion of 044 -110-053
County did not assign parcel number and includes it as part of
044-110-026 & 053
SECTION 6 - Page 424
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
COR-California State Prison Coverage Areas
SECTION 6 - Page 425
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CMC-California Men’s Colony Property Boundaries
DOM Camp San Luis
Obispo
DOM Camp San Luis
Obispo
1
3
2
4
CPSU San Luis
Obispo
Real Property Number 46 – CALIFORNIA MEN’S COLONY
Label No.
Assessor Parcel No.
1
2
3
4
Portion of 073-251-001
Portion of 073-331-032
Portion of 073-251-001
Portion of 073-331-010
SECTION 6 - Page 426
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CMC-California Men’s Colony Coverage Areas
SECTION 6 - Page 427
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
PVSP-Pleasant Valley State Prison Property Boundaries
Real Property Number 9733 – PLEASANT VALLEY STATE PRISON
Label No.
Assessor Parcel No.
1
2
3
4
5
6
085-020-09
085-020-35
085-020-16
Department of Mental Health
Department of Mental Health
Department of Mental Health
Note: Parcels labeled 4, 5 & 6 were acquired by CDCR. The area outlined in pink was transferred to the
Department of Mental Health on 5/7/2003.
SECTION 6 - Page 428
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
PVSP-Pleasant Valley State Prison Coverage Areas
SECTION 6 - Page 429
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
Sierra Conservation Center Boundaries
Real Property Number 35 – SIERRA CONSERVATION CENTER
Label No.
Assessor Parcel No.
1
2
3
4
063-070-20
063-090-14
063-070-63
063-070-61
SECTION 6 - Page 430
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
Sierra Conservation Center Boundaries
Real Property Number 35 – SIERRA CONSERVATION CENTER
Label No.
Assessor Parcel No.
5
7
058-230-74
064-081-36
SECTION 6 - Page 431
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
Sierra Conservation Center Coverage Areas
SECTION 6 - Page 432
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
LAC-California State Prison, Los Angeles County Property Boundaries
Los Angeles County Facility
Real Property Number 9474 – CALIFORNIA STATE PRISON LOS ANGELES
Label No.
Assessor Parcel No.
1
3203-140-902
SECTION 6 - Page 433
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
LAC-California State Prison, Los Angeles County Coverage Areas
SECTION 6 - Page 434
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
RJD-Richard J. Donovan Correctional Facility Property Boundaries
Real Property Number 49 – R J DONOVAN CORRECTIONAL FACILITY AT ROCK MOUNTAIN
Label No.
Assessor Parcel No.
1
2
3
4
646-040-20
648-011-04
646-080-16
648-040-26
SECTION 6 - Page 435
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
RJD-Richard J. Donovan Correctional Facility Coverage Areas
SECTION 6 - Page 436
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CCC-California Correctional Center (and HDSP-High Desert State Prison) Property Boundaries
High Desert State Prison
California Correctional Center
Real Property Number 47 – CALIFORNIA CORRECTIONAL CENTER
Label No.
Assessor Parcel No.
1
2
3
4
5
6
7
8
9
High Desert SP
High Desert SP
Portion of 117-510-06
117-510-10
Portion of 117-150-01
101-130-07
101-130-06
117-150-23
117-150-24
SECTION 6 - Page 437
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CCC-California Correctional Center (and HDSP-High Desert State Prison) Coverage Areas
SECTION 6 - Page 438
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CMF-California Medical Facility (and SOL-California State Prison, Solano) Property Boundaries
Approximate Boundary Between
California Medical Facility and
California State Prison – Solano Co
California Medical Facility
California State Prison Solano Co
California State
Prison – Solano Co
Real Property Number 45 – CALIFORNIA MEDICAL FACILITY
Label No.
Assessor Parcel No.
3
4
5
6
7
0128-070-100
0128-070-040
0132-030-020
0128-070-050
0128-070-110
SECTION 6 - Page 439
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CMF-California Medical Facility Coverage Areas
SECTION 6 - Page 440
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SATF-Substance Abuse Treatment Facility & State Prison (and COR-California State Prison, Corcoran)
Property Boundaries
Corcoran State Prison
Approximate
Facility Boundary
California Substance Abuse Treatment
Facility and State Prison
Real Property Number 10105 – CALIFORNIA SUBSTANCE ABUSE TREATMENT
FACILITY AND STATE PRISON
Label No.
Assessor Parcel No.
1
2
4
5
6
Blank
Portion of 044-110-050
Portion of 044-110-052
Portion of 044 -110-053
044-130-005
044-130-024
County did not assign parcel number and includes it as part of 044-110-026 & 053
SECTION 6 - Page 441
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SATF-Substance Abuse Treatment Facility & State Prison Coverage Areas
SECTION 6 - Page 442
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SAC-California State Prison, Sacramento Property Boundaries
Real Property Number 10486 – CALIFORNIA STATE PRISON – SACRAMENTO COUNTY
Label No.
Assessor Parcel No.
1
2
3
Portion of 071-0010-021
Portion of 071-0010-021
Portion of 071-0010-021
SECTION 6 - Page 443
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SAC-California State Prison, Sacramento (and FSP-Folsom State Prison) Coverage Areas
SECTION 6 - Page 444
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
MCSP-Mule Creek State Prison Property Boundaries
Real Property Number 43 – MULE CREEK STATE PRISON, IONE
Label No.
Assessor Parcel No.
1
2
3
4
5
005-070-011
005-070-007
005-070-008
004-290-004
004-290-005
SECTION 6 - Page 445
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
MCSP-Mule Creek State Prison Coverage Areas
SECTION 6 - Page 446
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
WSP-Wasco State Prison & Reception Center Property Boundaries
Real Property Number 9647 – WASCO STATE PRISON RECEPTION CENTER
Label No.
Assessor Parcel No.
1
2
3
4
487-080-009
487-080-011
487-080-014
487-080-015
SECTION 6 - Page 447
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
WSP-Wasco State Prison & Reception Center Coverage Areas
SECTION 6 - Page 448
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
NKSP-North Kern State Prison Property Boundaries
Real Property Number 9648 – NORTH KERN STATE PRISON
Label No.
Assessor Parcel No.
1
2
3
4
520-020-03
520-020-04
520-020-06
520-020-07
SECTION 6 - Page 449
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
NKSP-North Kern State Prison Coverage Areas
SECTION 6 - Page 450
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SQP-California State Prison, San Quentin Property Boundaries
Map Sheet 4
Map Sheet 1
Map Sheet 3
Map Sheet 2
Real Property Number 52 – CALIFORNIA STATE PRISON – SAN QUENTIN
Note: The subsequent four (4) pages reflect the SQP parcels.
SECTION 6 - Page 451
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SQP-California State Prison, San Quentin Property Boundaries (Continued)
Real Property Number 52 – CALIFORNIA STATE PRISON – SAN QUENTIN
Map Sheet 1
Label No.
Assessor Parcel No.
1
21
22
Portion of 018-154-15
018-154-05
018-152-12
SECTION 6 - Page 452
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SQP-California State Prison, San Quentin Property Boundaries (Continued)
Real Property Number 52 – CALIFORNIA STATE PRISON – SAN QUENTIN
Map Sheet 2
Label No.
Assessor Parcel No.
2
15
17
18
19
20
018-154-17
Portion of 018-154-16
018-154-09
No reference to this parcel
018-154-06
018-154-07
SECTION 6 - Page 453
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SQP-California State Prison, San Quentin Property Boundaries (Continued)
Real Property Number 52 – CALIFORNIA STATE PRISON – SAN QUENTIN
Map Sheet 3
Label No.
Assessor Parcel No.
3
4
16
018-154-18
018-154-11 (Did not find fee document. May belong to CDCR, Caltrans or SLC)
018-154-10
SECTION 6 - Page 454
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SQP-California State Prison, San Quentin Property Boundaries (Continued)
5
27
Real Property Number 52 – CALIFORNIA STATE PRISON – SAN QUENTIN
Map Sheet 4
Label No.
Assessor Parcel No.
5
6
7
8
9
10
11
12
13
14
27
018-165-01
018-161-01
018-161-02
018-161-03
018-161-04
018-161-05
018-162-01
018-162-02
018-162-03
018-162-04
018-163-16
SECTION 6 - Page 455
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SQP-California State Prison, San Quentin Coverage Areas
SECTION 6 - Page 456
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CCI-California Correctional Institution Property Boundaries
Real Property Number 40 – CALIFORNIA CORRECTIONAL INSTITUTION
Label No.
Assessor Parcel No.
1
2
3
4
376-011-01
376-013-02
376-013-03
376-014-03
SECTION 6 - Page 457
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CCI-California Correctional Institution Coverage Areas
SECTION 6 - Page 458
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CIW-California Institution for Women Property Boundaries
Real Property Number 41 – CALIFORNIA INSTITUTION FOR WOMEN
Label No.
Assessor Parcel No.
1
2
1057-191-04
1057-191-05
SECTION 6 - Page 459
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CIW-California Institution for Women Coverage Areas
SECTION 6 - Page 460
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
HDSP-High Desert State Prison (and CCC-California Correctional Center) Property Boundaries
High Desert State Prison
California Correctional Center
Real Property Number 9982 – HIGH DESERT STATE PRISON
Label No.
Assessor Parcel No.
1
2
3
4
5
6
7
8
9
101-120-12
101-130-08
Portion of 117-510-06
California Correctional Center
Portion of 117-150-01
California Correctional Center
California Correctional Center
California Correctional Center
California Correctional Center
SECTION 6 - Page 461
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
HDSP-High Desert State Prison (and CCC-California Correctional Center) Coverage Areas
SECTION 6 - Page 462
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
VSPW-Valley State Prison for Women Property Boundaries
Real Property Number 10103 – VALLEY STATE PRISON FOR WOMEN
Label No.
Assessor Parcel No.
1
2
030-211-003
030-211-002
SECTION 6 - Page 463
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
VSPW-Valley State Prison for Women Coverage Areas
SECTION 6 - Page 464
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
DVI-Deuel Vocational Institution Property Boundaries
Real Property Number 38 – DEUEL VOCATIONAL INSTITUTION
Label No.
Assessor Parcel No.
1
239-120-01
SECTION 6 - Page 465
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
DVI-Deuel Vocational Institution Coverage Areas
SECTION 6 - Page 466
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CCWF-Central California Women’s Facility Property Boundaries
Real Property Number 9475 – CENTRAL CALIFORNIA WOMEN’S FACILITY
Label No.
Assessor Parcel No.
1
030-260-001
SECTION 6 - Page 467
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
CCWF-Central California Women’s Facility Coverage Areas
SECTION 6 - Page 468
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
PBSP-Pelican Bay State Prison Property Boundaries
Real Property Number 37 – PELICAN BAY STATE PRISON
Label No.
Assessor Parcel No.
1
2
3
105-260-05
105-042-64A
105-042-63A
SECTION 6 - Page 469
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
PBSP-Pelican Bay State Prison Coverage Areas
SECTION 6 - Page 470
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
OHCYCF-OH Close Youth Property Boundaries
Northern
California
Re-Entry
Facility
N.A.
Chaderjian
Youth CF
O.H. Close
Youth CF
Real Property Number 1572 – NORTHERN CALIFORNIA YOUTH CORRECTIONAL CENTER
Label No.
Assessor Parcel No.
1
2
3
4
181-100-11
181-150-02
181-150-11
181-150-12
SECTION 6 - Page 471
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
OHCYCF-OH Close Youth Coverage Areas
SECTION 6 - Page 472
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
NACYCF-N.A. Chanderjian Youth Property Boundaries
Northern
California
Re-Entry
Facility
O.H. Close
Youth CF
N.A.
Chaderjian
Youth CF
Real Property Number 1572 – NORTHERN CALIFORNIA YOUTH CORRECTIONAL CENTER
Label No.
Assessor Parcel No.
1
2
3
4
181-100-11
181-150-02
181-150-11
181-150-12
SECTION 6 - Page 473
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
NACYCF-N.A. Chanderjian Youth Coverage Areas
SECTION 6 - Page 474
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
VYCF-Ventura Youth Property Boundaries
Real Property Number 1578 – Ventura Youth Correctional Facility
Label No.
Assessor Parcel No.
1
147-0-050-205
SECTION 6 - Page 475
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
VYCF-Ventura Youth Coverage Areas
SECTION 6 - Page 476
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SYCRCC-Southern California Youth Boundaries
Real Property Number 1576 – Southern California Youth Correctional Facility
Label No.
Assessor Parcel No.
1
8045-008-902
Note: The SYCRCC-Southern California Youth Facility deactivation/closure is tentatively scheduled for
January 2012.
SECTION 6 - Page 477
Addendum #5
CALIFORNIA TECHNOLOGY AGENCY
IFB 11-126805
INMATE WARD TELEPHONE SYSTEM/MANAGED ACCESS SYSTEM SERVICES
EXHIBIT 6-T MAS COVERAGE BY FACILITY (CONTINUED)
SYCRCC-Southern California Youth Coverage Areas
SECTION 6 - Page 478
Addendum #5
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