Inmate Communication Services

The Vendor is required to provide reliable, cost effective inmate communication solutions including inmate telephone, video visitation, tablets and other additional technology and services.
- Requirement:
•    Provide all wiring for the inmate telephones (ITS), install the inmate telephones and the related hardware and software specifically identified herein, to enable inmates at the facilities to make free, collect, pre-paid and debit local, long distance and international calls from the facilities pursuant to the terms set forth herein.
•    Provide turnkey video visitation solution (VVS) which shall include, without limitation, automated scheduling software, completion of onsite and remote video visitation.
•    Install and operate all video visitation kiosks and related equipment.
•    Provide all wiring for the video visitation kiosks and related equipment and all hardware and software required to enable visitors to schedule and complete onsite and remote video visitation with inmates housed at authority facilities.
•    Provide a 1:1 inmate tablet solution inclusive of correctional-grade wireless tablet devices (tablets) at no cost to authority.
•    Tablets shall have the capability to provide inmates with access to various content, applications, and services, including but not limited to, education, electronic messaging, entertainment content, electronic grievances and requests, medical requests, law library and commissary ordering.
•    The agreement to “inmate communication services” and “inmate communication(s) equipment” or similar phrases, shall include, but not be limited to inmate telephones and inmate telephones services, tablets and tablet services, video visitation kiosks and video visitation services, ancillary services and ancillary service providers and all other associated services, transactions, hardware, or equipment.
- Customer service
•    Procedure(s) for handling inmate and end-user complaints including the contact options available for end-users to request assistance from vendor
•    Indicate whether vendor’s customer service center defaults to an interactive voice response (IVR) or a live customer service representative; 
•    The hours during which live customer service representatives are available to speak with end-users via telephone; 
•    Indicate the average on-hold time to reach a live representative; and 
•    Procedure(s) for handling refund requests and the timeframe for completing such requests.
- Maintenance
•    Provide detailed information on the frequency vendor performs remote diagnostics and troubleshooting processes which shall include failure reports, alarms, service history and other steps taken to document and remedy any issues remotely without being prompted via authority submitting a trouble ticket.
•    Provide authority with the escalation procedures for handling customer support issues including, but not limited to, maintenance, outages and reporting issues specific to each of the inmate communication services.
•    Include the contact names, contact numbers, email addresses and level of authority for the person(s) responsible for escalated issues.
•    Provide the on-site response time, priority levels and escalation schedule for emergency outage and service issues at and related to the facilities.