Inmate Communications and Services Solution

The Vendor is required to provide inmate communications and services solution for inmate telephone system (ITS) requirements:
1. Core calling capabilities
•    Support collect calling capabilities, including the ability to complete calls to cellular telephones where permitted by applicable regulations and carrier limitations, without requiring manual intervention by county personnel;
•    Prohibit all incoming calls to inmate telephones to prevent unauthorized communication and ensure controlled outbound-only communication;
•    Ensure that inmate telephone numbers are not publicly listed, published, or otherwise made accessible to unauthorized parties;
•    Limit the duration of each inmate telephone call to a maximum of twenty (20) minutes, unless otherwise authorized by county policy or administrative override;
•    Prevent prohibited call activities, including but not limited to hook-switch dialing, call forwarding, three-way calling, *69 functionality, and calls to pager numbers, through system controls and monitoring mechanisms; and
•    Prevent any method of extending call duration beyond established limits, including attempts to circumvent system controls or manipulate call sessions.
2. Call control and security
•    Automatically terminate calls upon detection of tampering, unauthorized dialing patterns, or attempts to bypass system restrictions;
•    Allow authorized personnel to remotely enable or disable inmate telephones at the device, housing unit, building, or facility level through a secure administrative interface;
•    Allow the county to restrict inmate access to specific telephones based on housing assignment, classification, or operational requirements; and
•    Provide audible notifications to inmates during calls, including advance warning of remaining call time prior to automatic disconnection.
3. Call identification and messaging
•    Ensure all outbound calls display a caller identification label indicating “Travis co jail” or other county-approved identifier; and
•    Provide system prompts and messaging in multiple languages, including at a minimum English, Spanish, and Vietnamese, to ensure accessibility for users.
4. Call screening and blocking
•    Provide call screening functionality that allows call recipients to accept, decline, permanently block future calls, and receive cost information prior to accepting the call;
•    Provide audible notification to call recipients identifying the call as originating from a correctional facility prior to connection; and
•    Accurately distinguish between answering machines, voicemail systems, and live call recipients to ensure proper call handling and billing.
5. Attorney and legal communications
•    Provide a secure, web-based attorney registration system that allows attorneys to self-register and be approved by the county without manual data entry by county personnel;
•    Ensure that approved attorney-client communications are not recorded and are handled in compliance with applicable legal standards and county policy;
•    Maintain accurate records of attorney registration, including verification data required by the county; and
•    Clearly identify and flag attorney communications within the system to distinguish them from standard recorded calls.
6. Monitoring, recording and investigations
•    Provide real-time monitoring capabilities for authorized personnel to observe active calls;
•    Record all non-privileged inmate telephone calls and provide secure, web-based access to recordings;
•    Retain recordings with immediate access for a minimum of one (1) year and maintain archived recordings for a minimum of five (5) years;
•    Provide investigative tools, including search, filtering, keyword identification, and reporting capabilities, for authorized users; and
•    Maintain detailed audit logs capturing user access, system activity, and administrative actions for accountability and investigative purposes.
7. System administration
•    Provide role-based access controls that restrict system functionality based on user roles and responsibilities; and
•    Allow authorized administrators to manage users, call permissions, blocking lists, system rules, and configuration settings through a secure interface.
8. Technology and equipment
•    Provide detention-grade telephone equipment designed to be tamper-resistant, vandal-resistant, and suitable for correctional environments;
•    Ensure all equipment complies with applicable federal communications commission (FCC) regulations, including part 68 requirements;
•    Comply with all applicable public utility commission (PUC) regulations governing inmate telephone services; and
•    Provide equipment compliant with the Americans with disabilities act (ADA), including devices for hearing-impaired inmates in appropriate quantities.
9. Communications features
•    Provide voice biometric or comparable identification capabilities to assist in inmate identification and monitoring;
•    Provide voicemail functionality for inmates where permitted by county policy;
•    Provide text messaging functionality where permitted by county policy;
•    Allow configurable delays in message delivery to support monitoring and security review processes; and
•    Support instant payment functionality for telephone services through approved payment methods.
10. Financial and cost controls
•    Ensure all rates comply with FCC and PUC regulations and are structured to minimize financial burden on inmates and call recipients.
11. Integration and interoperability
•    Support integration with county systems and approved third-party systems, including commissary and related service platforms; and
•    Support electronic or virtual payment systems where applicable to facilitate user transactions.
12. Maintenance and system lifecycle
•    Provide all equipment, software, installation, maintenance, and support necessary to operate the system throughout the contract term; and
•    Provide ongoing system updates, upgrades, and enhancements to maintain current technology standards and operational effectiveness.
13. Free phone access
•    Install “free phones” at central booking in quantities determined by the county, capable of placing local calls to landlines and cellular telephones; and
•    Provide “free phones” in designated public areas for released inmates, limited to local calls and a maximum duration of three (3) minutes per call.
14. Staffing and support requirements
•    Fund one (1) full-time contract compliance specialist position to support contract oversight and issue resolution;
•    Provide three (3) full-time onsite technicians responsible for system support, maintenance, and troubleshooting; and
•    Participate in regular meetings with county personnel to review system performance, service levels, and contractual matters.
15. Installation and infrastructure
•    Install all system equipment in locations designated by the county and in coordination with county information technology personnel;
•    Provide all cabling, electrical, and supporting infrastructure required for system operation; and
•    Ensure all installations comply with county standards and applicable industry wiring standards.
16. Maintenance and replacement
•    Provide all maintenance, repair, and replacement services at no cost to the county throughout the contract term; and
•    Replace equipment as necessary to maintain system reliability, security, and performance.
17. Liability and risk
•    Assume responsibility for fraudulent toll calls originating from the system; and
•    Assume responsibility for damage to all system equipment.
18. Service level requirements (SLAs)
•    Ensure critical repair parts are available onsite within two (2) hours of identification;
•    Ensure non-critical repair parts are available onsite within twenty-four (24) hours;
•    Define service disruptions as major (≥25% impact) or minor (<25% impact);
•    Resolve major outages within four (4) hours of notification;
•    Resolve minor outages within forty-eight (48) hours; and
•    Restore service within four (4) hours following resolution of third-party dependencies
19. Administrative and reporting
•    Provide role-based access controls to ensure system access is restricted based on authorized user roles and responsibilities;
•    Provide comprehensive audit logging capabilities that record system access, user activity, and administrative actions;
•    Provide investigative reporting tools that allow authorized personnel to search, analyze, and generate reports related to inmate communications and system activity; and
•    Provide secure web-based access to call recordings, system reports, and related data for authorized county personnel.