Inmate Communication System

The Vendor is required to provide the county in the oversight of inmate communication services provider (“ICSP”), including but not limited to, ongoing vendor compliance with terms, services and conditions of the current inmate communication services contract; best practices in the industry; auditing and report review.
- Current ICSP Contract Monitoring, Auditing, & Reporting
•    Meet with the County to define functional requirements and objectives of the current contractual environment, including but not limited to: project updates, equipment/services, reporting, and County-identified areas of focus (i.e., process for verifying attorney telephone numbers).
•    Monitor the market to ensure current industry standards and practices, as well as innovations, are communicated to County for consideration.
•    This individual should be available via cell phone, toll-free number, or e-mail.
- Day-to-Day Management Services
•    End-user requests/issues
•    Repair/service issues
•    Coordination of on-site technicians
•    System upgrades/maintenance
•    Investigative reports
•    Blocked numbers
•    Private numbers
•    Coordination of new installation of equipment/features
•    Maintenance of inventory (phone and tablet rate plans, commission structures, equipment)
•    Verification of “free” phone numbers (e.g., attorney, bail bondsmen)
•    Telephone and Tablet removals and relocations
•    ICSP issues (validation of rates, fees, etc.)
•    Reporting and commissions
•    Opportunities for improvement in technology, commissions and service
- Compliance and Reconciliation Services
•    Work with the ICSP and the county to facilitate optimal inmate communication customer service from the ICSP.
•    Work with the ICSP and the county to validate ICSP is in contractual compliance with its service offerings.
•    Work with the ICSP to facilitate responses to open requests and ongoing issues/areas of focus.
•    Evaluate the accuracy of calling rates, revenues, and commissions by performing a monthly reconciliation of the call detail records, calling rates, billing fines, and commission and traffic reports to validate the accuracy of the information received from the vendor.
•    Utilize proprietary methods to detect errors and identify trends and anomalies.
•    Work at the discretion of the county to conduct a historical reconciliation in which
•    Contractor will reconcile all records for the life of the current contract to validate that the county has been paid what it earned from its ICSP contract.
•    Deliver customized reports that equip the county with data to make informed decisions and understand the commission being paid, and other reports as requested by the county to monitor information within the system.
•    Send a monthly remittance report, reconciliation report and additional summaries to the county.
•    Send a monthly attorney annual re-verification report and related summaries to the county.
•    Send a weekly attorney verification report and related summaries to the county.
•    Provide any other county requested reports.
- Inmate Communications and Other Correctional Technologies Process
•    Conduct a written needs assessment and site surveys to understand the county’s unique needs and requirements affecting its inmate communications environment.
•    Consult with the county to keep county informed about new technologies, legislation, regulations, rates, and industry trends. Activities include but are not limited to:
•    Monitoring trends of current inmate communications usage and new technologies to ensure up-to-date requirements.
•    Serving as the county's researcher for inmate technology.
•    Advising the county if contractor finds an anomaly or develops a strategy to improve the inmate communication environment.
•    Maintaining contacts with all major inmate technology vendors and providing county with factual analysis of products and services.
•    Provide analysis of any new legislation, standards, laws, statutes, restrictions, ordinances, requirements, and regulations that could affect ICSPs and provide assistance with implementation.

- Contract Period/Term: 3 years
- Questions/Inquires Deadline: November 20, 2025