The vendor is required to provide that inmate communication services for a comprehensive, reliable inmate communications solution including inmate telephone, video visitation, and correctional-grade tablet services.
- Provide the following information regarding vendor’s processes for handling inmate/end user service matters for any of the inmate communication services specified.
• Procedure(s) for handling inmate/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;
• The average on-hold time to reach a live representative; and
• Procedure(s) for handling inmate or end-user refund requests and the timeframe for completing such requests.
- Questions/Inquires Deadline: February 20, 2025