Ministry of Community Safety Ministre de la Séeurté communautaire er eae eee eee Oe Freedom otiiomationand _Sencasdaccb arefrmaton toa seq . Bemae trace acest eccrine “Ont Borne teens ies sonst heron oe ntario rere teas | RTGS, Tania 70845080 Tans 709 mu ater aseseme atte Cen ces, Farr lpe ast Ue as ae ecm”. termes FEB 06 2017 Mr. Michael J. Spratt 116 Lisgar Street, Unit 200 Ottawa, Ontario K2P 0C2 Dear Mr. Spratt: SUBJECT: REQUEST NUMBER CSC: 1016-02841 In response to your request for access to information under the Freedom of Information and Protection of Privacy Act (the Act), please be advised that partial access is granted to records pertaining to the inmate telephone system at Ontario detention centres Access to part of the responsive information is denied in accordance with section(s) 14(1)(i), 14(1)G), 14(1)(K), 14(1)(), 17(1), 18(1)(a), 18(1}(c), 18(1)(d), 21(1), and 22(a) of the Act as follows: 14(1)(i) The ministry may refuse to disclose a record where the disclosure could reasonably be expected to endanger the security of a building or the security of a vehicle carrying items, or of a system or procedure established for the protection of such items, for which protection is reasonably required, 140)0) ‘The ministry may refuse to disclose a record where the disclosure could reasonably be expected to facilitate the escape from custody of a person who is under lawful detention. 14(1)(K) ‘The ministry may refuse to disclose a record where the disclosure could reasonably,be expected to jeopardize the security of a centre for lawful detention, 14(1)()) The ministry may refuse to disclose a record where the disclosure could reasonably be expected to facilitate the commission of an unlawful act or hamper the control of crime. ldMr. Michael J. Spratt Page three Please be advised that a portion of the Inmate Information Guide for Adult Institutions is being withheld in accordance with section 22(a) of the Act, as the information is publicly available on the Ministry's website and can be viewed at the following address: http:/Awww.meses. jus. gov. on.ca/sites/default/files/content/mescs/docs/ec167925.pdf Please note that some information has been removed from the records. This information is not responsive to your request and has been either stamped Not Relevant to Your Request or marked N/R. Attached is a copy of the information being released, This access decision was made by the undersigned. You are entitled to appeal this decision within 30 days to: Information and Privacy Commissioner/Ontario (IPC) 2 Bloor Street East, Suite 1400 Toronto, ON M4W'1A8 (416) 326-3333, Should you decide to file an appeal, please provide the IPC with the following information: 1) a copy of this decision letter; 2) a copy of your original request for access to information; 3) the mandatory appeal fee of $25.00 in the form of a cheque or money order payable to the Minister of Finance, ‘Should you have any questions regarding the foregoing, please do not hesitate to contact Vanessa Fox, Senior Program Analyst & Advisor, at (705) 494-3077. Sincerely, pn BD Nicole St. Pierre Manager Freedom of Information and Protection of Privacy Services AttachmentInmate Management - General Inmate Management - Inmate Telephone Communication (Institutio... Page 1 of 9 Mistry of fe ‘Community Sa ; Sndcoretiona! eves Policy and Procedures Manual 2 Ontario ‘Seaton : Rolesse Date Inmate Management duly 4, 2013, Sub Seaton General Inmate Management Inmate Telephone Communication 1.0 Purpose ‘This policy establishes guidelines for providing inmates with access to telephones within correctional institutions, 2.0 Staff Affected ‘All Correctional Services employees involved in failtatingisupervising inmate access to telephones. 3.0 Policy Correctional Services recognizes that communication between inmates and members of the community is important for rehabilitation and successful reintegration into society. The telephone is the primary method by Which inmates maintain contact with others. itis therefore the policy of Correctional Services to allow inmates to make telephone calls in accordance with this policy. Furthermore, to assist inmates who are deat or hard of hearing, each region will ensure it has a TTY/Teletypeviriter for use by each institution that has an operating inmate telephone system andlor a local telephone system that can accommodate the TT¥/Teletypevaiter equipment. 4.0 Definitions 44 Call Blocking: allows the blocking of calls to victims, witnesses, concerned citizens and blocking toll free numbers that are not pre-approved or are common cartier assistance numbers, 4.2 Collect Cails: Telephone calls that are billed to and payable by a third party. Collect calls are billed to the called party through a separate bill issued by a local telephone carrier. 4.3 Common access - allows inmates to call a common pre-approved toll free or local tolephone ‘number (0.g. The Office of the Ombudsman, The Office of the Child and Family Service Advocate, Office of the Independent Police Review Diractor, Probation and Parole office, etc.). Emergency Calls: Calls related to a serious family ines or injury, death, etc. The superintendent ‘or designate may allow the inmate to use the telephone. The institution pays for this call. 4.5 Inmate Telephones: Telephones located within common secured aroas of the institution that Inmates may access for personal use without direct staff assistance, in accordance with this policy. Inmate telephones are governed by the Offender Telephone Management System (OTMS). 4.8 Monitoring: The process where telephone calls are actively listened to and/or checked for content, either in person through direct supervision or through electronic moans. ‘000004Inmate Management - General Inmate Management - Inmate Telephone Commu s44(10) satay) s.A4{ YK) saan) 5.0 47 48 49 Responsibi 61 52 83 54 65 56 81 58 59 tion (Institutio.. Page 2 of 9 Offender Telephone Management System: Governs inmate telephones and includes: 474 4.7.2. maintaining call data records (see 6.12) 4.7.3 ability to allow outgoing collect calls as well as calls to ministry-approved toll free numbers (Common Access List) 4.7.4 ability to limit to a 20-minute length of each call 4.7.5 automatic voice prompts at established intervals advising the parties of the time remaining ‘Three Way or Conference Call: A telephone call involving three or more telephone numbers or ‘separate telephone subscribers. Three way Call Detecting and Blocking: The Offender Telephone Management System (OTMS) is programmed to detect and disconnect three way calling features. Prior to call acceptance and ‘Commencement of the conversation the call recisient hears the following recorded notification, "Do ‘not use three way or call waiting features or your call will be disconnected." Should the OTMS detect 4 three way call attempt or call waiting feature, both parties hear the following recorded notice prior to the call being disconnected, "Three way or call waiting features are not allowed. Your call will be disconnected.” ies ‘The Regional Directors ensure a TTY/Teletypewriter is available in their region for institution use if required. ‘The superintendent ensures compliance with this policy. ‘The superintendent develops criteria for determining when an incoming mossage is appropriate, ‘The superintendent or designate ensures call blocking isin place where appropriate in accordance with this policy. ‘The superintendent or designate determines the times when telephones are available. The superintendent or designate has the authority to temporarily suspend telephone use during times of institutional unrest, emergency or any other circumstance, which may jeopardize the health, aandior safety of an individual or the security of the institution. The superintendent or designate ensures a process isin place if no inmate telephones are accessible in an inmato area. ' The Transportation and Communications Services Unit maintains and manages the OTMS, the ‘Common Access List, Legal Counsel three way call detect acceptance (see 6,7,2,c), and call data records/requests. 8.10 Correctional staff ensure general supervision and control of the inmate telephone system. ‘000002Inmate Management - General Inmate Management - Inmate Telephone Communication (Institutio... Page 3 of 9 6.11 Correctional staff ensure inmates without direct access to telephones have the opportunity to make calls and assist inmates in making such calls as per policy. 6.0 Procedures 61 6.2 Monitoring or Recording Telephone communication between inmates and members of the community will not be monitored or recorded in ary manner except by law enforcement personnel who will produce a properly authorized warrant for the purpose. Inmate Telephones 6.2.1 Inmates may call any person with a standard North American ten digit telephone number ‘who is capable of being billed for collect calls, providing the person is willing to accept the charges and the communication does not violate a court order, constitute an offence under federal or provincial statute, or jeopardize the safety of any person or the security of the institution. In most instances, collect calls to cell phones will resut in a recording that states that the call cannot be processed. 6.2.2 When the superintondent is notified that an inmate call has violated a legal sanction or has Jeopardized the safety of any person or the security ofthe institution, restrictions will bo imposed on the inmate's telephone use, On the authority of the superintendent or designate, an inmate may be relocated to an area where telephones are not directly accesebie,nacdton, inmates abusing tlhe pivages maybe placed on misconduct oF, if appropriate, reported to the police (see Discipline 6.23 With the exception of inmates in segregation, health care or other restricted areas, all inmates are allowed to dial their own telephone calls. The superintendent or designate will, ‘ona case by case basis, determine if inmates in segregation retain this privilege or whether designated employees must dal the telephone calls for them. In some restricted areas, the lack of direct physical access to the telephone may require the assistance of a staff ‘member to dial the telephone number for the inmate 6.2.4 While inmate telephones are under the general supervision and control of the correctional staff, equitable access to the telephones rests with the peer group in each living uni Where, in the opinion of the superintendent or designate, equity is not maintained, the ‘superintendent or designate may discontinue service for the unit, remove the privilege from inmates identified as responsible for the problem or remove those inmates from the living unit. 6.2.5 _ In goneral, the inmate population may access the telephone system five hours a day, unless suspended due to institutional unrest or emergency. 6.2.6 Allinmate telephones are shut off between the hours of 23:00 and 06:00 hours seven days ‘a week, unless otherwise authorized by Correctional Services. 6.2.7 Requests for exemptions to the corporate policy regarding the operation of inmate telephones are to be directed to the applicable Regional Director, who wil forward to the Director, Management and Operational Support Branch. Requests to alter the standarcized hours of operation of inmmate phones are to be directed to the Manager, Transportation and ‘Communication Services Unit. ‘900008neral Inmate Management - Inmate Telephone Communication (nstitutio.. Page 4 of 9 6.2.8 To ensure that concems raised by inmates are resolved at the local level, staff at Corporate ‘and Regional Offices will not accept collect calls from inmates, including those conceming medicaliclinical issues, 6.2.9 Institutions do not normally accept collect calls from inmates. In emergency situations, collect calls may be accepted from inmates who are not currently in the institution (e.g., on Temporary Absence, recently released from a treatment centre and who are in ctsis, etc.). 6.3 Inmates Without Access to Inmate Telephones 8.3.1 Where inmates do not have direct access to telephones, Correctional Services has devised procedures to ensure that telephone calls can be made for inmates. In addition, Corractional Services ensures that incoming messages for inmates are delivered. 6.3.2 Where inmates have lost the privilege of making telephone calls, the following procedures apply: a, The inmate submits a request form for a telophone call to be mad. The request must contain the name and telephone number of the individual to be called, the message, ‘the most likely time that the individual can be contacted and the reason for the call. Long distance calls will normally be made collect (see Emergency Telephone Calls section 6.10.1 below) b. All reasonable requests are acted upon, particularly when the calls are of a compassionate or urgent nature, and are to be made to members of the immediate ‘family, the inmate's lawyerlicensed paralegal, Ombudsman office, chaplains, or leaders of recognized faith groups. Repeated attempts are made to contact these designated parties. ©, The individual making the call indicates on the request the timo and results of any and all attempts to deliver the message. The form is returned to the inmate within 24 hours, for signature. d. The completed, signed request is placed on the inmato file as a record of the call 6.4 Staff Supervised Calls In exceptional circumstances, the superintendent or delegate may permit an inmate to make a ‘supervised personal telephone call (0.g., from the office of the sergeant, social worker, chaplain, etc). ‘. The inmate must provide the telephone number and agree that the call will be terminated if threatens the safety and security of any person or the institution or involves criminal behaviour. b, The staff member dials the number and, by sitting in the office, directly supervises the inmate but does nat record or listen to the conversation, ©. Ifthe inmate violates the agreement the call is torminated and both an occurrence report and @ misconduct report are prepared. 6.5 Text Telephone for the Deaf and Hard of Hearing 000004‘Inmate Management - General Inmate Management - Inmate Telephone Communication (Institutio... Page 5 of 9 6.6 sac, s4ttK0) stat Nh 3.14(4)) 6.5.41 66.2 65.3 This policy applies only to institutions having an operating inmate telephone system and/or \where the local telephone system can accommodate TTY/Teletypeviiter equipment. ‘Atthe present time, the inmate telephone system will not accommodate the use of a ‘TTYfTeletypewriter. Until this capability exists, an inmate requiring a TTY/Teletypewriter will bo givan reasonable, supervised access to an institutional office telephone. Ifa hearing impaired inmate is admitted to an institution where use ofthis equipment is not Possible, consideration must be given to transferring the inmate to an instkution where this ‘capabilty exists, ‘Stich determinations are based on the special needs of the inmate and the individual ‘circumstances of the case (0.g., ned for frequent contact with legal counsel or community ‘supports). For additional information on assistive dovices, see Assistive Devices. a, Each region has a TTY/Teletypewriter, which resembles a small typaviitor with a ‘modem. b. The device is to be located in an institution determined by the regional director and ‘mace available to other institutions in the region as required. cc, Requests for the device are made by telephone and confirmed by the requesting ‘superintendent or designate by fax. d. Ia regional device is already in use of out of service, an out-of region request is be ‘made by the same procedure. When requested, units aro forwarded in a securo but timely manner (e.g., by courier, Provincial Bailffs or institutional vehicle). ©. To facilitate out-of-region requests, the regional director will advise the Senior Medical Consultant, other regional directors and superintendents of the regular storage location ofthe device, Call Blocking ‘000005Inmatc Management - Gencral Inmate Management - Inmate ‘Telephone Communication (Instituto... Page 6 of 9 s14c1y)) s14t1G) stag yi sah) 6.7 Call Transfers and Three way Calls 6.7.2 The OTMS has an additional security feature that includes the detection and disconnection of attempted three way calls and call transfers, This feature: a. is programmed to prevent three way calling activity. b. detects and terminates calls where three way call attempts occur, . does not apply to toll free numbers, probation office numbers and ministry-verified and approved Legal Counsel numbers, 00008Inmate Management - General Inmate Management - Inmate Tolephone Communication (Institutio... Page 7 of 9 6.8 Exemptions to Allow for Call Transfers and Three Way Calls 6.8.1 The Ministry may, at its discretion, exempt verified telephone numbers from the three way call detect and blocking security feature. 6.8.2 This exemption is provided for the purpose of facilitating the transfer of offender calls from a racrsioit or automated telephone attendant aytem othe Irtened cll recent atthe number. 6.8.3 The onus is on individuals to request to have their telephone number(s) included on either ‘the Common Access List or the Call Blocked List and to advise of any changes to their telephone numbers. 6.8.4 The Ministry may, at its discretion, also allow for call transfers by Legal Counsel offices when receiving offender calls, 6.8.5 In order to exempt telephone numbers from the three way call detect and block feature or ‘enable call transfors by Legal Counsel offices, the Ministry has provided an exemption form to be completed and returned for processing. 6.8.6 This exemption form may be acquired through the Transportation and Communications ‘Services Unit - Legal Counsel 3-way call detect acceptance. (also see 8.0 - Notices and Exemption form) 6.8.7 Once the Ministry has received the completed exemption form and verified the telephone: number, the telephone number will be entered into the OTMS. Calis to the verified telephone number will be exempt from the three way call detection and disconnection: ‘security feature, A minimum of five business days is required to verify and process telephone numbers into the OTMS. 6.8.8 — The exemption form may be mailed to the Ministry of Community Safety and Correctional Services, Transportation and Communications Services, 2301 Haines Road, Suite 100, Mississauga, Ontario L4Y 1Y5, faxed to 905-279-6233 or emailed, For questions, please contact the Transportalion and Communications Services Unit 6.9 Incoming Messages 6.9.1 When an appropriate incoming message for an inmate is received, the person receiving the message completes an Incoming Message form: a, The form is located on the institution templates menu (Administration and Miscellaneous - Incoming Messages) . The form is delivered to the inmate in a timely manner, but within 12 hours of receipt of, the message. cc. Both the employee delivering the message and the inmate receiving the message sign ‘the form. 4. The signed form is placed in the inmate's file as a record of the incoming message. 6.9.2 The superintendent establishes criteria to determine if an incoming message is appropriate, 6.10 Emergency Telephone Calls 000007Inmate Management - General Inmate Management - Inmate Telephone Communication (Institutio... Page 8 of 9 In the event of an emergency (¢.g., serious family illness or injury, death, etc.) the superintendent or designate may allow the inmate to use the telephone and the institution pays for the call 6.11 Non-Emergency Long Distance Calls eit 6.112 Upon completion of a writen request, the superintendent may authorize a long distance call that is not an emergency and cannot be made collect. The superintendent may require the inmate to have sufficient funds to pay for the call. 6.12 Call Data Records 64124 6.122 OTMS call data records may be made avaliable for investigations by elther Correctional Services staff or extemal agencies (e.g.; police, Canadian Border Services Agency staff, cts.) All requests for call data records are forwarded to the Transportation and Communications Services and must be accompanied iby a completed copy of the "Call Data Request form found on the institution templates at Transportation and Communications Services - Call Data Request. Requests from Correctional Services staff will be responded to accordingly. Requests from extemal agencies will be reviewed on an individual basis. In most cases, requests from extemal agencies require appropriate legal documentation. 6.13 Reports 6.13.1 6.13.2 7.0 Authority ‘Any occurrence involving an OTMS telephone or the system must be documented in an. Inmate Incident Report and reported to both the Information Management Unit and the appropriate Regional Director (see Report Writing. In addition, the report must also be sent, by fax, to the Manager, Transportation and ‘Communications Services, at 905-279-6233, Ministry of Correctional Services Act, ref. "Functions of Ministry* Ministry of Correctional Services Act, Regulations 778, ref. Section 17.2 SNR 000008Inmate Management - General Inmate Management - Inmates with Disabilities (Institutional Servic... Page 3 of S 6.1.7 For information on services to assist communication by inmates who are deaf or hard of hearing please refer to the texts entiled Interpreter Services, and Text Telephone for the, Deaf and Hard of Hearing. NR 000009Ministry of Community Safety and ‘Corroclonal avis ‘Ministre dela Sturt communautalre (daa Serves comedionnala Oftcact te Asistant Deputy Ministers Bureau du saur-ministroadelnt BP ontario Operational Support, 16° Floor ‘Appul opérationnel, 16 étage Irmpna ones, 7 Far Serves east, ape Jomie ATG Terr, ON HTA NE “etphone: (416) 327-9811 “Tilohone: (946) 327-914 Poe ee) 3a 668 Fac (Ae) 16668 MEMORANDUM TO: — Superintendents From: ‘Steve Small Assistant Deputy Minister Institutional Services Curt Arthur Assistant Deputy Minister Operational Support Date: February 13, 2013 Subject: Offender Telephone Management System and Conventional Public Pay Telephones ‘As a result of a competitive procurement process conducted last fall, the Ministry has awarded @ new contract to Bell Canada for the provision of the Offender Telephone Management System (OTMS) and conventional public pay telephones in public areas of institutions, ‘Over the next several months, there will be on-going activities by Bell Canada and TELUS ‘Communications representatives and the Ministry's Transportation and Communication Services (TCS) unit to prepare the institutions for the removal of TELUS’ OTMS and conventional public pay telephone equipment and the installation of new equipment by Bell Canada. This will be conducted using a phasad approach throughout the province and is expected to commence in early June 2018 for completion by early December 2013. AAs the transition period approaches, the TCS unit will share information regarding the process and schedule for replacing the current TELUS OTMS and conventional public pay telephone equipment with the new Bell Canada equipment at your institution. The TCS unit will also provide Information regarding the seourity features and functions of the Bell Canada OTMS. 00019Superintendents February 13, 2013, Page two ‘Should you have any questions, please direct them to Don Ostrom, Communications Coordinator at Donald Ostrom@ Ontario.ca or at 906-279-6245, Steven Assistant Deputy Minister Assistant Deputy Minister Operational Support Division Institutional Services ©: Regional Directors Deputy Regional Directors ‘Lynn Kenn, Director, Management Operational Support Branch Brian O'Rourke, Manager, Trangportation and Communications Unit Bruce Meyrick, Sr. Manager, Alternative Services Delivery Unit and Quality Assurance Paul Coons, Manager (A), Alternative Service Delivery Unit Fran Foulds, Program Consultant / Contract Manager, Alternative Service Delivery Unit ‘Don Ostrom, Communications Coordinator, Transportation and Communications Unit 00014Mii of Comanity Sby and nthe dala aut commun Comeona srvane ‘haonaceecomatenna Suen ompettekn poate nerd Optio gt. Shin pete lt bP : SE tec SEE Ontario eis Se Spas Hees MEMORANDUM TO: Regional Directors institutional Services FROM: Lynn Kenn : Directer, Management and Operational Support Branch DATE: ctobir 29, 2018 ‘SUBJECT: Offender Telephone Management Syston. iristy has boon roceNag mary wren ques fom the goneral pubo and | inmates alts regaraing he roceny Upgraded Inrale elephone syste. Incoming correspondence nats that cobec! cals are bang lermtald a Wwoevay calls are tong celoclad “To remain consistent he approved messaging below was developed and is being sent {orespond fo these types of Inquires: ‘The Oiitecio Ministy of Coimmuniy Safely arid Correctional Services provides inmates wih the use ofthe Offender Telophone Management Syaterm (OTMS) to make outgoing ‘collect cals io North American 10-digitetophone numbers so that they can maintain | ‘contact with thei families and communities. The OTMS tas been daveloped with | ‘enhanced security features that include a throe-way cal detaclon feature in order to ‘ensure the protection of icins and winosses, and to encure pub safety and securly. Inaddton, calls are not permited to cellular telephones, whether deci dad or forwarded trom a fandiine. ‘As of June 2013, the minsiry has been transitioning toa new OTMS service provider ‘and hae movad from the tradiional anaiog ‘elophory environment toa aigital tolophony ‘environment. Tis dll platform has increased the quailty of cals anid has enabled firthor enhancement ofthe required secur features. ‘The paragraph bolow le used when the author Is not specific about the type of telephone service used: In the event you are using a wireloss tolophone ara Voice over Internet Protocol (VoIP) {elephone service, you should know that those wireless telephonas ané intomet sorvicas ‘are dependant on signal strength and bandwidth. The three-way cal detection feature ‘000012a ‘monitors the call o detect thrse-way call "riggers", such as but nat linited to, clicks, ‘Signal pauses and other naises or changes to tho signal energy and strength which are ‘common when cals are put on fold, forwarded or wansfered toa third party ora VOIP. foleahane serios is used. Therefore, depending on the qually ofthe service or product, these “riggers” may occur mare oftan and fnereaso the troquoncy ofthe three-way call detection, resulting in terminating cals. {n the event tho caller identifies TrappCall as thelr service provider, the following ‘paragraph replaces the paragraph above: You should know that TrappCal.tses a ‘Volce aver ntorat Protocot' service, and f, ‘herofore, dependent on the bandwidth and the Internet sarvices. Tha tree-way call Original Signed By? Lynn Kenn & Ger, Assit Deut irr, Opeetora Supp Oven S Sra Ant pay ante asateral Sores i Wa, Rettnt Sept tras, Coney Seres 5 Rook: Cit of Gveragt oat, caer Sane Witove Deer Sage ord Opera ttaves Branch 1 Shp, Dress ra Cocoa saroae Caos 3. oak, hater btecon Managorat an Operon Suppo Branch Depa Regn breton, itor So eco netutenl See ntti Vanegas miSoi8 mages 000013My. Ontario Agreement No: COS-0008 Between HER MAJESTY THE QUEEN In right of Ontario as represented by the Minister of Community Safety and Correctional Services and BELL CANADA Offender Telephone Management System (OTMS) and Conventional Public Pay Telephones‘Agreement THIS AGREEMENT (‘Agreement’), made in quadruplicate, for a telephone management system BETWEEN: HER MAJESTY THE QUEEN in right of Ontario as represented by the Minister of Community Safety and Correctional Services (‘referred to as “the Ministry’) AND: BELL CANADA (referred to es the “Suppiier) In consideration of their respective agreements set out below, the parties covenant and agree as follows: ARTICLE 1 ~ INTERPRETATION AND GENERAL PROVISIONS 1.01 Defined Terms ‘When used in this Agreement, the following words or expressions have the following meanings: “Business Day” means any working day, Monday to Friday inclusive, excluding statutory and other holidays, namely: New Year's Day, Family Day, Good Friday; Easter Monday; Victoria Day; Canada Day; Civic Holiday, Labour Day; ‘Thanksgiving Day; Remembrance Day; Christmas Day; and Boxing Day, “Call Blocking” means a feature that pravents a particular telephone number, as determined by the Ministry, fram boing caled by an inmate when the Ministry determines it is necessary to de 80; “Call Traffic Records” means the information contained in the monthly reports set out in Section 2.3.7 of the RFP plus any other information relating to the ‘calling activity from telephones located in the Facilites including the time, date, umber of calls made per telephone, total duration of calls, specifi telephone ‘used and number of calls blocked; “Commencement Date” has the meaning ascribed thereto in Section 3.7(d); “Commission” has the meaning ascribed thereto in Section 4.01; (©08-0000 -Ottende:Telaphone Management Sylar ans Conventions! PublPay Telachcres Page 20h 24 ‘000015“Commission Percentage Rate” has the meaning ascribed thereto in Section 4.01; “Common Access Numbers” means the pre-approved telephone numbers (€.9. Ombudsman’s Office) created within CTMS to which telephone calls will be ‘allowed for all inmates. The Ministry wil identify these numbers; “Conflict of Interest” includes, but isnot limited to, any situation or circumstance where: {@) in relation to the RFP process, the proponent has an unfair advantage or engages in conduct, directly or indirectly, that may give it an unfair advantage, including but not limited to (I having or having access to information in the preparation of its proposal that is confidential to the Crown and not available to other proponents; (i) communicating with any person with a view to influencing preferred treatment in the RFP process, including the giving of a benefit of any kind, by or on behalf of the Supplier to anyone ‘employed by or otherwise connected with, the Ministry: or (ii) engaging in ‘conduct that compromises or could be seen to compromise the integrity of the open and competitive RFP process and render that process non- ‘competitive and unfair, or (©) in relation to the performance ofits contractual obligations in a Crown Contract, the Supplier's other commitments, relationships or financial interests () could or could be seen to exercise an improper influence over the Objective, unbiased and impartial exercise of ts independent judgamer (i) could or could be seen to compromise, impair or be incompatible with the effective performance of its contractual obligations; “Contract” or “Agreement” means the aggregate of (a) the main body of this Contract; (b) the RFP, including for greater certainty the addenda thereto, attached as Schedule |; (c) the Proposal, attached as Schedule II; and (d) any ‘amendments executed in accordance with the terms of the Contract; “Deliverables” means everything developed for or provided fo the Ministry in the ‘course of performing under the Contract or agreed to be provided to the Ministry under the Contract by the Supplier or its employees, volunteers, agents or subcontractors; “Effective Date” has the meaning ascribed thereto in Soction 1.11; “Expity Date” means the day preceding the fifth anniversary of the ‘Commencement Date, or, if the Ministry elects to extend the term of this Agreement pursuant fo Section 8.08 of Section 8,039, the last day of the latest extension term; “Facility” or “Facilities” means the respective adult correctional institution(s) Identified in Section 2.3.5 Table 1 — Facility Data and Appendix H of the RFP and such other locations in Ontario that the Ministry may notify the Supplier of from time to time; (COS-0000 - fender Telephone Manayerent Systems and Conenter! Pubic Pay Telephones. ‘Page Boi 34 00016“FIPPA” means the Freedorn of Information and Protection of Privacy Act, RS.0. 1900, ¢. F31, as amended; “indemnified Parties” means Her Majesty the Queen in ight of Ontatio, her Ministers, directors, oftcers, agents, appointees and employees; “industry Standards” include, but are not limited to (2) the provision of any and all labour, supplies, equipment and other goods or services that are necessary land ean reasonably be understood or inferred to be included within the scope of the Contract or customarily furnished by Persons providing Deliverables of the type provided hereunder in similar situations in Ontario and; (b) adherence to commonly accepted norms of ethical business practices, which shall include the Supplier establishing, and ensuring adherence fo, precautions to prevent its employees or agents from providing or offering gta or hospitality of greater than nominal value to any person acting on behalf of or employed by Her Majesty tho Queen in right of Ontario; “Initial Term” mears the 5-year period starting on the Commencement Date; “intellectual Property” means any intellectual, industrial or other proprietary right of any type in any form protected or protectable under the laws of Canada, including, without limitation, any intellectual, industrial or proprietary rights protected or protectable by legislation, by common faw oF at equity; “internet Protocol (IP)" means a data-oriented set of rules used by the source ‘and destination telecommunications hardware to exchange data and digitized or digital voice transmissions across a secure intemet connection; “MCYS" means the Ministry of Children and Youth Services; “Ministry Address” and “Ministry Representative,” mean: Ministry of Community Safety and Gorrectional Services, 25 Grosvenor, 16" Floor Toronto, ON M7A 16 Curt Arthur, Assistant Deputy Minister Telephone: 416-327-2387 Email: curtarthur@ontario.ca “Ministry Confidential Information” means all information of the Ministry that is of a confidential nature, including all confidential information in the custody or ‘control of the Ministry, regardless of whether its identified as confidential or not, ‘and whether recorded or not, and however fixed, stored, expressed or embodied, which comes into the knowledge, possession or control ofthe Supplier in ‘connection with the Agreement. For greater certainty, Ministry Confidential Information shal: (@) include: () al! new information derived at any time from any such Information whether created by the Ministry, the Supplier or any (008-0008 Ofer Toaphone Management Sysoms and Conventione| Pubic Psy Tlgphones Page 4of 00017third-party; (i) all information (including Personal Information) that the Ministry is obliged, or has the discretion, not to disclose under provincial or federal legistation or otherwise at law; but {b) not include information that () is now'or subsequently becomes ‘generally available to the pubic through no fault or breach on the part of the Supplier (i) the Supplier can demonstrate to have had rightfully in its possession prior to disclosure to the Supplier by the Ministry; (i) Is Independently developed by the Supplier without the use of any Ministry Confidential Information: of (iv) the ‘Supplier rightfully obtains from a third party who has the right to transfer or disclose it; “Ministry's Contract Compliance Manager” means the person appointed under Section 3.22; “Ontario Public Service” (or “OPS”) means the ministies and other ‘acministrative units of the government of Ontario over which Ministers of the ‘Crown preside, and includes agencies, “PBX” means a Private Branch Exchange for the Ministry's internal ‘administrative telephone system; “Person” Ifthe context allows, includes any persons, firms, partnerships oF ‘corporations or any combination; sonal Identification Numbers (PINs)” means a unique numeric sequence red to an inmate for the purpose of identification; “Personal Information” has the same definition as in Subsection 2(1) of FIPPA, that is, recorded information about an identifiable individual or that may Identify an Individual, and includes all such information obtained by the Supplier from the Ministry or created by the Supplier pursuant to the Contract; “Proceeding” means any action, claim, demand, lawsuit or other proceeding: “Project Operational Records” means the policies and documents prepared by the Supplier pursuant to Section 3.02 and approved by the Ministry; for greater certainty, Project Operational Records do not include Call Traffic Records; “Proposal” means all the documentation subrnitted by the Supplier in response tothe RFP, which is attached hereto as Schedule Ut; “Record, for the purposes of the Contract, means any recorded information, including any Personal Information, in any form, that is: (a) provided by the Ministry to the Supplier, or provided by the Supplier to the Ministry, for the purposes of the Contract; or (b) created by the Supplier in the performance of the Contract and includes Call Traffic Records and Project Operational Records; “Requirements of Law” mean ail applicable requirements, laws, statutes, codes, acts, ordinances, orders, decrees, injunctions, by-laws, rules, regulations, ‘COS..0008 - Offender Telaphone Management Systems and Conventional Public Pay Telephones Page Sof 34 ooo‘official plans, permits, icences, authorisations, and directions with all government. ‘authorities that now or at any time hereafter nay be applicable to either the Contract or the Deliverables or any part of them; “RFP” means the Request for Proposals dated September 28, 2012 for Offender ‘Telephone Management System (OTMS) and Conventional Public Pay Telephones, reference number #COS-0008 issued by the Ministry for the Deliverables and addenda 1 through 5 to it, all of which are attached hereto as ‘Schedule |; “Supplier Address” and “Supplier Representative,” mean: 8211) “Supplier Confidential Information” means information of the Supper or its ‘subcontractors or suppliers which is received and is reasonably identified as confidential and as either a trade secret, technical, commercial, financial or !abour relations information but does not include information that is now or subsequently becomes generally avaitable to the public through no fault or breach on the part of the Ministry, that the Ministry can demonstrate to have had Tightfuly in its Possession prior to disclosure to the Ministry by the Supplier, that 's independently developed by the Ministry without the use of any Supplier Confidential Information, or that the Ministry rightfully obtains from a third party ‘who has the right to transfer or disclose it Far greater certainty, Call Traffic Records shall not be considered Supplier Confidential Information, “Supplier Project Manager” means the person appointed under Section 3.23; “Supplier's Resources” means furniture, fitures, equipment, materials, Chatiels, hardware, software, motor vehicles and other items that are required to perform the Deliverables; . “Term” means the period of time from the Effective Date up to and including the earlier of (a) the Expiry Date; or (b) the date of termination of the Contract in ‘accordance with its terms; “Third-Party Intellectual Property” means any Intellectual Property owned by a | arty other than Her Majesty the Queen in right of Ontario ot the Supplier, TTY" is an acronym for Teletype, which fs @ device that converts voice into ‘typed script for the deaf and hard of hearing; and “Victim Support Line (VSL)" means an Ontario goverment service that Provides a range of province-wide, multlingual, tol-free services to victims of ‘605-0009 -Ottender Telephone Wenajerent Systems and Convenlonl Puc Pay Telaphores Pago ot st 000181.02 1.03 1.04 1.05 1.06 1.07 ‘rime such as specific Information about victim services and general information ‘about the criminal justice system, The OTMS Call Blocking feature will be managed by the Ontario Victims’ Services Secretariat, Ministry of the Attomey General through the Victim Support Line. No Indemnities from Ministry Notwithstanding anything else in the Contract, any express or implied reference to the Ministry providing an indemnity or any other form of indebtedness or Contingent liabity that would irectly or indirectly increase the indebtedness ar Contingent liabilities of Ontario, whether at the time of execution of the Agreement ‘oF at any time during the Term of the Contract, shall be void and of no al effect. Entire Agreement The Contract embodies the entire agroement between the parties with regard to the provision of Deliverables and supersedes any prior understanding or agreement, collateral, oral or otherwise with respect to the provision of the Deliverables, existing between the parties at the date of execution of the Agreement, Severability !tany term oF condition ofthe Contract, ar the application thereof to the parties or to any Persons or circumstances, is to any extent invalid or unenforceable, the temainder of the Contract, and the application of such term or condition to the parties, Persons or circumstances other than those to which its held invalid or ‘unenforceable, shall not be affected thereby. Interpretive Value of Contract Documents In the event of a conflict or inconsistency in any provisions in this Contract: (a) the main body of this Contract shall govern over the RFP and the Proposal (b) the RFP shall govern over the Proposal, Interpretive Value of Headings ‘The headings in the Contract are for convenience of reference only and in no manner modify, interpret or construe the Contract. Force Majeure Neither party shall be liable for damages caused by delay or fallure to perform its obligations under the Contract where such delay or failure is caused by an event ‘beyond its reasonable control. The parties agree that an event shall not be Considered beyond one's reasonable contrl if a reasonable business person applying due dligence in the same or similar circumstances under the same or similar obligations as those contained in the Contract would have put in place Contingency plans to either materially mitigate or negate the effects of such event. Without limiting the generaity ofthe foregoing, the parties agree that force majeure events shall include natural disasters and acts of war, insurrection and terrorism but shall not include shortages or delays relating to supplies or services, or any strike, work refusal or other labour dispute or aisruption (see Section 2.13 with respect to labour disputes). Ifa pary seeks to excuse itsol ‘rom its obligations under this Contract due to a force majeure event, that party ‘shall immediately notiy the other party of the delay or non-performance, the ‘COS.c009 ~ OfenderTelophone Management Systems arg Convenlors Public Pay Teliohenes Page of 34 0000201.08 4.09 442 reason for such delay or non-performance and the anticipated period of delay or rnon-performance. Ifthe anticipated or actual delay or nor-performance exceeds twenty (20) Business Days, the other party may immediately terminate the Contract by giving notice of termination and such termination shall be in adeition tothe other rights and remedies of the terminating party under the Contract, at law orin equity. Notices by Preseribed Means Unless otherwise expressly provided in this Agreement, all notices, requests and other communicatons and approvals required or permitted by this Agreement shall be in writing and shall be delivered by postage-prepald envelope, personal dolivery or facsimile and shall be addressed to, respectively, the Ministry Address to the attention of the Ministry Representative with a copy to the Ministry's Contract Compliance Manager at the addrass provided by the Ministry in accordance with Section 3.22, and to the Supplier Address tothe attention ofthe Suppor Representative. Notices shall be deemed to have been given (a) inthe cease of pastage-prepaid envelope, five (5) Business Days after such notice is ‘mallee; or (b) in the case of personal delivery or facsimile one (1) Business Day after such notice is received by the other party. In the event of a postal disruption, notices must be given by personal delivery or by facsimie, Unless the partis expressly agree in wilting to additonal methads of notice, notices may nly be provided by the methods contempiated in this paragraph. II be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein. Counterparts and Delivery by Facsimile This Agreement may be executed in any number of counterparts that, taken together, shall constitute one and the same agreement. To evidence the fact that it has executed this Agreement, a party hereto may send a copy of its executed ‘counterpart fo the other party hereto by facsimile transmission. Such party shall be deomed to have delivered its executed counterpart ofthis Agreement on the date it sent such facsimile transmission. In such event, such party shall forthwith Pursuant to delegated authority Bell Canada — Signature:_,* CS Coe Name THomas Lik be Tite: Peesided Sei) Ru Sess pire kel s Date of Signature: Taw /f, 2013 | have authority to bind the Supplier. .608.0008- fete Telephone Managament Stas and Converters Publ Py aap Pape of 24 ‘000047Bell Proposal for Offender Telephone Management System (OTMS) and Conventional Public Pay Telephones Ministry of Community and Correctional Services Request for Proposals No.: COS-0009 211) November 20, 2012 @ 11:00 a.m. (Toronto Time) 00043.‘Ministry of Communtty Safety and ‘Correctional Services Table of Contents Executive Summary. Response to Requirements. Experience and Qualifications ... 3.3.1. Experience and Qualifications (16 points) Reporting Requirements 3.3.2. Reporting Requirements (8 points). Technology Infrastructure, Systems and Applications. ... 3.3.3. Technology Infrastructure, Systems and Applications (20 points) Equipment Servicing and Repairs .. 2.3.4 Equipment Sarvicing and Reals (15 points) Implementation and Transition Plan ... 3.3.5. Implementation Plan (30 points).. eves Staff Training seosscscsssssssssoseeesesenesssececessnsneescenesenennseseeseeannnseneessnsstses 26 3.3.6. Staff Training (6 points)... i Additional Features ........ss.0 3.3.7. Additional Features (5 points) Attachments sam(t) Table of Contents Page 1 Offender Telephone Management System (OTNS) and Conventional Public Pay Telephones 00049‘Ministry of Community Safety andl ‘Correctional Services Executive Summary ell Canada (Bell) is proud to submit a fully compliant proposal to the Ministry of Commanity Safety and Correctional Services for an Offender Telephone Management System. With Bell services, network reliability and dedicated account management, we are best positioned to provide a solntion that will exceed all of your requirements. ‘Our priority is to deliver an Inmate Telephone System (ITS) that focuses on reliability, simplicity and quality; meeting all of your requirements. Bell will be accountable for the end-to- end service delivery of our proposed solution and provide the Ministry with a single point of contact for the term of the agreement. Bell was the first Canadian communications company invited by Correctional Authorities to provide offender telephone communication within secure areas of thi Litution, We are proud. that our relationships with correctional authorities have stood the test of time and look forward to the opportunity to renew this partnership. Bell is focused on the unique requirements of offender communications by providing our corrections clients with valuable applications and services. Out experience is built into the foundation of our TIS product which was developed and continues to be upgraded in-house. With the introduction of Bell ITS we believe we will provide an application thats efficient and reliable for the user while providing new and targeted capabilities to manage and control offender calling such as: ‘Management, Administration and Maintenance All real time security controls, including call blocking. ‘Tracking Reports which provide specific network call dispositions, induding call and ‘rafficreports Statistical and financial reports accessible 7/24/365 Repair and Service reporting 7/24/36 Customizable Bell TTS management tool allowing,for enhancements based on customer's changing needs Bell ITS offers bilingual support Bell understands the ienportance of deploying the right technology to better service the institutions in order to mect the Ministry policy objectives to: Protect victims of crime, witnesses and other members of the public from harassment andi n by offenders in the provincial institutions Restrict the ability of offenders to conduct criminal activity while incarcerated Provide offenders with reasonable access to telephone services for the purpose of maintaining family, friend and community ties, and supporting rehabilitation Provide Commission from the OTMS and conventional public pay telephones Executive Summary Page 1 Offender Telephone Management ‘System (OTMS) and Corventional Public Pay Telephones 000050Ministry of Community Safety and Correctional Services + Provide unparalleled service levels for repair and support via multiple points of presence geographically ‘+ Bellis providing identical call rate and connection fees including all time of day and iileage discounts as are experienced by Bell residential customer Rell believes we are uniquely positioned within the province to deliver a fully compliant {integrated inmate solution which will address all your specific requirements. Bell looks. forward to working with the Ministry of Community Safety and Correctional Services to deploy Boll Inmate Telephone System. Executive Summary Page 2 Offender Telephone Management System (OTMS) and Conventional Public Pay Telephones 000054Bel l Ministry of Community Safety and Correctional Services Response to Rated Criteria Experience and Qualifications 3.3.1. Experience and Qualifications (16 points) ach Proponent sould provide inits proposal a suwonary of the Proponents experience tn providing ax offender lelephowe management system ai conventional publicpay telephones inchuling: 6) Number of yoars of expesence © potnts); Headquartered in Montréal, Quebec since its founding in 1880, Bell is Canada’s largest ‘communications anid multimedia company. Bellis wholly owned by BCE Inc. (ISX, NYSE: BCE). Bell Canada has a long history of providing payphone services to correctional facilities swith 19 years experience providing offender telephone management systems and over 130 years ‘of providing conventional public pay telephone services. Offencler Telephone Management Systems (OTMS) Experience: Bell has 19 years of OTMS experience and was the first provider of OTMS in Canada. Pell Canada was the first Canadian communications company to provide a specific tool for offender telephone management within secure areas of correctional institutions in Canada, Since 1993, Bell has provided customized services for secure environments, Bell's frst solution ‘was Nortel's Millennium Inmate Maximizer System which still services some customers t0 this day. Bell recognized the need for a customized solution to meet the various levels of restriction in their customers’ requirements. In 2006 Bell developed its own in-house Inmate Telephone System (ITS). The osiginal Bell ITS has seen many upgractes but its fundamental benefit - to make life simpler for our customers - remains unchanged. This reliable, robust solution was built from the ground up so that management, administration and maintenance are available 7/24/365 with no single point of failure, In 2012 Bell payphones have come full cirde, serving a need to those without home service, those who may be wireless challenged, and continuing to serve locations/ environments where wireless service is not permitted /available. ‘The Bell ITS olution has evelved to surpass industry standards, while still based om a Bell foundation which is configured to be fully redundant and network based. ‘Conventional Public Pay Telephone Service Experience: Bell Canada has over 130 years of providing conventional public pay telephone services in Canada, in 1999, Bell's payphone business had evolved to almost 85,000 payphones located throughout Ontario and Quebec. Today, with just over 51,000 Millennium™ payphones, located in ‘Ontario/Quebec and Alberta/ British Columbia, Bellis the largest Millennium payphone Resporse to Rated Criteria Page 1 Offender Telephone Management. System (OTMS) and Conventional Public Pay TelephonesMinistry of Community Safety and Correctional Services operation in the world. Each payphone is sill individually monitored and managed by Bell's dedicated payphone department and out Millennium Network Control Centre (NCC) (0), Description of sertces previously provided and specifics of the secure custodial enoiromnent forsekck servlets were provided G points) DESCRIPTION OF PRODUCTS PROVIDED Bell Inmate Maximizer ‘The Inmate Maximizer was the fist generation offender telephone management tool to be installed and supported in secure custodial locations. This provided OTMS support for all deliverables and requirements by using a graphically based software operating system that ran ona PC work station. In summary, the Bell Inmate Maximizer met all requirements for controlling inmate calls call detail reports, inmate pin numbers, and call blocking. Bell Inmate Telephone System In 2006, Bell Canada introduced a new Inmate Telephone System (ITS). Bell chose to develop the new application in-house to ensure the needs and priorities of Canadian Correctional Ministries were addressed - something that no other product on the market could offer in either ‘Canada or the United States. The ITS offered a suite of new features for correctional authorities to discretely manage and supervise offender calling. The Bell TS was engineered to monitor 7/24/365 and provide fail-safe features in the event ofa system outage, scheduled maintenance, ‘ot application/ software upgrades, Offender calls can be routed automatically to an alternate service node with no loss of data or compromise of call controls, Bell’s experience is reflected in the inmate product which targets the user experience while providing an application that efficiently and effectively manages and controls offender calling, sAacayi) 141M) 5.144 yk) st4(ay) a1) saa{tMe) Response to Rated Criteria Page 2 Offender Telephone Management. ‘System (OTMS) and Conventional Public Pay Telephones. 00083,Request Number: CSCS-A-2016-02841 Page(s) 54 ~ 57 have been exempted pursuant to sections 14(1){i), 14(1)(j), 14(1)(k), 14(1)(1), 17(1) and 18(1)(c) of the Freedom of Information and Protection of Privacy Act. Type of Document: ProposalMinistry of Community Safety and Correctional Services Reporting Requirements Read, understood and comply. 2.3.7. Call Tracking and Call Traffic Reports ‘Tee atnistry mast ee direct acces o all eal wear data generate for reporting purposes during the Term of the Agreement, ‘The Successfil Proponout's business solution mast provide the capability for call tmeking an automated proces to Ich telephone wot enll delaily and local and long distance telephone call Gross Revenae. In addition, the business {solution shall tmek call data from the OTMS telephones that enables the Minitny to identify specific telephone aonbere called from specific OTMS telephones. The Matstry must be capable of rang a eport forall date front all Facilities at ay tne directly from the Successful Proponents business sobudton The business solution must not time out dnring the geusration of the eport. The business solution must be able to wave gensrnted reports fortwo (2) Business Days onto the Successful Proponent’s business solution allooing dtalstry authorized staf to download large data reports after creation. aac) att) samt) s18(A(e) a) egileEty Report bi initia 2.3.7.1 Types of Reports The Succeesfil Proponent nest provide to the Ministry moutlly mports containing the information specified below. All data from the OTMS and comsenttonel public pay telephones contained nh neporta will be the property of the ns pk Seton Ministrg Response to Rated Criteria Page 7 Offender Telephone Management System (OTMS) and Conventional Public Pay Telephones 000885471) S70) ‘Ministry of Community Safety and Correctional Services ach rport shall include a Ministry approved reference number identifying the dates the report represents and shall ‘ota the required information as follows: Facility Report by Individual Telephone List of telephones fu the Facility identified bye + Telephone mamber, + Location of telephone i the Facility: and ‘© Type of telephone (OTMS or conventional public pay telephone), Foreach OTMS and conventional public pay telephone, Detween the hour of 0801-1800h%s, 1901-0800, and 2300-0600ine for Mondiry Tidy, and a separate report for the sme tine Frames for weekends and holidays: ‘+ Number of local cals aud total minutes; Grose Revenue from local calls; Local collect call connection foes; Namber of long distance eas ana total minutes: Gross Reve: from Tong distauc calls; Long distance collect call connection foes aud [Nunber of blocked call attenpts. | ‘co ail obit Sisto Report? Coda by city Gis pei SeebiOn 287A TD Cp {9 Provincial System Report Consolidated by Facility List of Facilites: + Location ofeach Facility and + Number of OTMS asd consentional public pay telephones at each Facility. E ‘Totals ateack Facility between the hour of001-1800hrs,1801-0800hrs, and 2900-0600hrs for Monday Friday, aud a spanate report forthe seme tne frames for weckenuls and holidays: Number of local calls and total minutes, Gross Revenue from local calls Local collect call connection foes: Nunber of long distance calls aud total minutes; Gross Revenne fom long distance ealls Long distance collec ell connection foes, and Number of blocked eal attempts. ‘ie ip is Rat a AA EDL 1p. System Service Report Foreack Facility location with system equipnnent installed: + Nimbor of tstances thatthe Suecessful Proponent was contacted by the Miwistry for system related service femues, [Number of instances thatthe Sncessfal Proponent contacted the Ministry for system related seroice issues: [Number of occasions on whick the Successful Proponent provided technical assistence om ste; Percentage ofont-of tervic troe reports cleared within 24 hours (asset out in CRTC Decision 97-16 Quality of Service Indleatovs for Use tn Telephuane Company Regnlation) Peroewtuge of pal appotubments met ett twenty-four hours (asset ont in CREC Decision 97-10; and Pereenlage ofepatr appotntiments which failed tomact the Méntstry reuiements. Response to Rated Criteria Page & Offender Telephone Management, system (OTS) and Conventional Public Pay Telephones 00005971) Ministry of Community Safety and Correctional Services ‘The Successful Proponents business solullon must, at no cost tothe Ministry, allow for: ‘+ Reporting flexibility ix applying changes tothe above report panmcters Retention ofall date, Both current and historical during the Term ofthe Agreament; ‘A secure location for data etorase; ‘AIL OTMS traffic recor and data to romain tn Canad and ‘All ported data tobe provided tothe Ministry tn a now- proprietary electronic format. “These reports mst e received by the Ministry ina non-proprietary electronic format on a monthly bass, wo later ‘hax arty GO) days following the ert ofthe month to whic the data mates ‘he Mentstry neu be able to dectly generate a report fom the systen outlining the programmed on/off times for a articular telephone, a Facllity, or all Faces ‘Should the Ministry iplament a PIN based solution the monthly report definitions will be reviewed for any rere changes i require data, format and/or adltional reports that mary be required. “The Snccvasful Proponents proposal must provide a mechanism which alerte designated hiristry personnel by clectronie mal indicating the epening status updates and closing ofall trouble Hcets. The electronic mail will ‘learly document the Ucket namuber,tndvideal lagging lckel, nate of the problre as ported bythe Facility or by {he Sueceesfut Proponent, the time te problom tas porte, the name ofthe indbolual reporting the tesue, te tone ‘and concise repair stops leading tothe resolntton and final resolution late, {AU data from the CTMS and conventional telephoues, including Call Traffie Records (including serie mp rts), the ‘wontly Comanissiou report, and relevant data dictionariss shall be provided by the Succensful Proponent at no cont to the Ministry, These weports, including aioe mports mst be available iu a non-propristary fomat tothe ‘Ministry using Microsoft Excel, Access or SQL (Omuel) in comma delimited ASCH txt ile that allow the Ministry to access and anys the date with the Ministry's slandard atalitical eportingfositing tools. The [Ministry will natfy the Snccesoful Proponent of the Ministry persomvel who are attkorized Co regust and receive ‘all porte genomted by the Snecessful Proponent. The Sncceesul Proponent will wdinet any requests for {aformation or mparts fr other sources to such personnel. All casts associated ith produciug both gular and adhoc ports forthe Ministry will he the respoustbtity ofthe ‘Successful Proponent forthe tenm ofthe Agrvment “The Minitry may publih selected Call Traffic Record forthe purpose of facilitating competitive procurements for subsequent telephow contracts. Response to Rated Criteria Page 9 Offender Telephone Management system (OTMS) and Conventional Public Pay Telephones 00060s.a7(1) Ministry of Community Safety and Correctional Services Technology Infrastructure, Systems and Applications 3.3.3; Technology Infrastructure, Systems and Applications (20 points) ast a panera arya ta astructi conponn th sso es te ee aoe ieee Te eee 2.3.8. Technology infrastructure, Systems and Applications AILOTMS equipanent, other than weitiagenrrently istatled at ence Factlity’s main telephone room located within ‘the Paclity wlll be supplied, cowed, supported aud matntained by the Successful Proponent, Thisequipmnent Includes, but i ot limited to the conventional public pay telephoncs, O1MS telephones, bx blocks, digital eguipment Gor example digital analog concertsr), on/off etches, and psreomal computers if required by the ‘Stecessfel Propowent’s business solution, for managing the features of the OTMS. The Successfel Proponent must iimtall all echical components required to snake the entve business solution operate as required. The Ministry will | ot be responsible for the installation of any additional eabling, analog or digital (CATS. CATS CAT fre optic { ‘cabling ete), requived forthe OTMS beyond the minbwton CAT 3 witing already ix existence within the Facilities and ‘uned by the Ministry. Any such additional wiring will become the property of Ue Mésistry at the end ofthe fem of the Agreement, ‘The Successful Proponent shall maiutala necessary resoures including staff and infrastructure components to fully ‘apport the OTMS andensure that tcontinues to qpennta a mquinedtiroughont the tens of the Agreement. The Ministry shall take reasonable care ofthe Secessful Proporent's personal computers nd other equipment installed fn the VSL and the TCS. ‘The Successful Proponent shall nt be reqponsible for supplying electrical power required for the operation ofthe equipment. The Snocensfal Proponent okall be responsible for supplying all wcessany power conditiowers ine filters, UPS devices oF any offer devices connected Yotweey the Miisty’s supplied powyr outlet and the Successful Proporent’s equipment. “The Successful Poponant must enenve all eystem data and allfeatunes ave accessible by the VSE and the TCS staff om ‘a froenty-four (28) hour, seven () day week, 965 day per yearbasis, at no cost to the Ministry. The OTMS must be Gesigned to provide reliable anate telephone vervie woth separate redundant comectioity atch Facility for the purpose of matntabing the OTMS functlonatty tu the event ofa primary data crit falure, ‘Wahoos fap Wie oni gran yen aac oC peta EES Read, understood and comply. Purpose Bell will provide a Single Point of Contact (SPOC) for the Ministry to report system and application issues with the Inmate Telephone System during business and off-hours as identified below: Response to Rated Criteria Page 10 Offender Telephone Management. System (OTMS) and Conventional Public Pay Telephones ‘00064Ministry of Community Safety and Correctional Services Notification Procedure ‘The purpose of the notification process is to ensure that problem situations are communicated efficiently and effectively internally. Through this process, all appropriate levels of ‘management are kept informed of the current status, and of action plans for resolution. ‘Management and technical support personnel can prepare to take appropriate action to accelerate problem resolution activities. Escalation process ‘The purpose of the escalation process is to ensure that any problem resolution is directed to the appropriate management level, to be addressed within the necessary timeframe. aca) sac1) s44(4K) s-14(1K) s.t7(1) Response to Rated Criteria Page tt Offender Telephone Management system (OTMS) and Conventional Public Pay Telephones ‘00062act}, a4} sAa(tytk) 441), samt) Ministry of Community Safety and Correctional Services ‘Maintenance Window As per industry standards and to maximize the Bell ITS system performance, Bell schedules routine maintenance of the Bell ITS platform. Planned maintenance windows provide ‘opportunities to perform administrative and operational tasks that cannot be done during normal operating hours and production periods, The service level, the dependencies, and maintenance windows are verified to ensure all customer expectations are met during the maintenance activities. Severity Levels and Resolution Time Bell will take every precaution to ensure continuous uninterrupted service of the Bell ITS platform; however, unforeseen circumstances may lead to unscheduled downtime. It may be the result of application or equipment failures without prior notice, Bell would be remiss not to account for such occurrences, and as such, this section presents the mulliple levels of severity should such an incident transpire. In the table below, Bell identifies the resolution target, timeframies, gives definitions of service criticality, and examples of impacts to adequately evaluate the severity when a problem arises, Response to Rated Criteria Page 12 Offender Telephone Management System (OTMS) and Conventional Public Pay Telephones ‘900063saa) saan s.04(4 Kk) s.44(4y) sa7(a) Bell “TN ea uaa afc tare essa ada sta Nese Ws ps) ai 57 Read, understood and comply. Roles and Responsibilities Response to Rated Criteria. Page 13 Ministry of Community Safety and Correctional Services Offender Telephone Management ‘system (OTMS) and Conventional Public. Pay Telephones, ‘000064s44(1Mi) 8.14(1)4) saan satan, sam(t) ‘Ministry of Communtty Safety and Correctional Services ca iit aa ae Read, understood and comply. Resporse to Rated Criteria Page 14 Offender Telephone Management System (OTMS) and Conventional Public Pay Telephones ‘000085s.14(4}t) s.44(t)thy s.14c4yt) sam(t) ‘Ministry of Community Safety and. Correctional Services OTMS Customer-Reported Problem The Ministry can report Bell 1TS application issues to the Bell ITS FSB. The Bell service representative will attempt to resolve the issue online, Ifthe issue cannot be resolved online, the problem will be analyzed further and resolved remotely or escalated as required. Refer to the flow chart below for Bell ITS system repair ticket resolution details. Response to Rated Criterla Page 15 Offender Telephone Management System (OTMS) and Conventional Public Pay Telephones, 00068Request Number: CSCS-A-2016-02841 Page(s) 67 have been exempted pursuant to sections 14(1)(i), 14(1)(k), 14(1)(I), and 17(1) of the Freedom of Information and Protection of Privacy Act. Type of Document: ProposalMinistry of Community Safety and Correctional Services Equipment Servicing and Repairs 3.3.4, Equipment Servicing and Repairs (15 points) i a aoa wena Italia oder cme a re ai ii aoe a ea Eee Read, understood and comply. 2.3.12. Equipment Servicing and Repairs Following the exzoution of the Agreement, the Success Proponent mast provide a proposed technical support procedues mannal, identifying otatte technical eupport for the installation of ery new equipment and d= Festallation of exist OTMS and conventional public pay telyphoneequlpment cad the ientfiction of eguler melutomance schedules, “The Successful Proponent must have the ubilty to wamotely Identify dlaguose problen's with the telephones wud local supporting ecknology infrastructure that will imneedately notify the dokcuateddinisty official, te ensire repairs ame completed acl the syste ia operating properly. All of the Successful Preporents OTM aa conventional public pry telephone hardware {nceutory wast be securely managed au stored iu Ontario. ‘The Suecesful Proponent oust commence tine ly tclndeal repairs after wotification by the Minttry x follows: # Provinclaly fall Faelites or the TCS oF the VSI. ,or the OTMS system) within boo (2 hours of otifcation; + More then 50% of OTMS telephones at any Facility within eight (8) hours of notification, and + Single O1MS or conventional public pay telephones within an institution within one QD) calendar day of wotifeation. “The Succesful Proponent net wotfy the affected Facility) to coorlinate a repair est witht the time Hines listed ‘above. All repairs shall acct the standards ect by the Condian Radio-television ard Teleconmmtiattons Comneston (CRUC), The Ministry may monitor the Sucecsfal Propousst's performace with respect to repairs and raintenance us part of the performance measurement framework. All costs eesceiated withthe repairs and replacements of defectce/demaged OTMS aud conventional public pay telephowes, however caused, and local iyporting technology will be the responsibilty of the Successful Propoweit “Te Successful Proponent’ system nut provide mechanisms whereby operational problems eax ke seported bythe Ministry via electrontomal or by a central telephone wanber, end tnely repairs put into motion by the Successfil Propanent based on the above repartine criteria, The Ministry willpromplly advise the Suecessfal Propomext 01 the above deseried manner upon beconning aware of any dannage tothe Successful Proponents epeipmentinckuding ‘but not ined to tolephonas that are not functioning property aad/or ext of order telephones, The Successful Proponent must provide al service calls necessary, tt the sole aud absolute dlscretion ofthe Ministry, im order fo provide the reqoted service fo the Tallies and foenonre all quiptntsscssery to operate the OTMS aed Conventional pubtiepay telephone systents ae fully functlonal: For scheduling and access reasons, same Faclitles ‘eguive scheduled weekly vials for OTMS maintenance purposes. As requred the Successful Proponent will arrange ‘hrough the Ministry for mgulanly scheduled site specific visite and adhere fo that schedule. ‘Te Successful Proponent’ system must provide mechanisms Mat alert designated Ministry staf including the Ministy/s Contract Compliance Manager, by electronlomail indicating the opening and closing ofa trouble tickets. Theeletromte mal tl clearly dactnent the name of the Facility, the matwre ofthe problem as reportedby the Ministry, the tine the problan was reported the neene ofthe individual reporting the tome and the time and concise pair steps leading ton acceptable resolution Wi Preiss forptowinting the: witiieabion wad meperting af daimaiged or aalfenctiondigequlpmient(s potntsy ad. Response to Rated Criteria Page 17 Offender Telephone Management system (OTMS) and Conventional Public Pay Telephones 00068Ministry of Community Safety and ‘Correctional Services Read, understood and comply. Bellis the sole provider of the Bell Inmate Telephone System (ITS) along with all equipment and networking associated with the Bell ITS solution. As such, the process for reporting and. providing notifications is identical for all issues experienced requiring resolution. In the event that an issue is identified with the Bell TTS or equipment, the Ministry will have three methods to notify the Bell Single Point of Contact as listed and described below. «Toll free repair number + Hlectronic email report «© TSrepairzepart Distribution of notification emails back to the Ministry upon resolution ofthe issue will be totally flexible based on Ministry requirements, Toll Free Repair Number ‘The Ministey will be provided with 7/24/365 live access to a dedicated ITS customer service representative via a toll free number to report issues with the ITS or equipment. Once a call is received from the Ministry, a repair ticket will be created within Bell’s Access Care Universal ‘Ticket (ACUT) management system. Ifthe identified issue can be resolved online with the individual reporting then the repair ticket will be closed. In the event the issue cannot be corrected at the time it is reported, further remote testing and. analysis will be undertaken lo determine if the problem can be corrected remotely, and if 50, the repair ticket will be closed. If it cannot be remedied remotely, a technician will be dispatched to correct the issue. When a technician dispatch is required the repair ticket will be assigned to a designated technician based on the results of the aforementioned testing and analysis. If access to the facility is required, the technician will make access arrangements with on-site contact to resolve the problem on site, Once the problem is corrected the repair ticket will be closed. Once any of the above situations is resolved, the repair ticket will be closed, and shortly theccafter, a notification email will be sent to Ministry staff, including the Ministry’s Contract Compliance Manager with the name of the facility, the nature of the problem as reported by the ‘Ministry, the time the problem was reported, the name of the individual reporting the issue and ‘the time and concise action taken to resolve the issue, Electronic Email Report In addition to the reporting method described above, should the Ministry wish to report an issue with the ITS or equipment using alternate means, Bell will provide the Ministry with a repair report form which the Ministry can transmit via email to Bell's TTS Repair Service Bureau Response to Rated Criteria, Page 18 Offender Telephone Management. System (OTMS) and Conventional Public Pay Telephones. 900069samy Ministry of Community Safety and Correctional Services (SB). The form is a combination of drop down choices for the most common types of issues experienced, ns well as free script for Ministry personnel to add comments regarding the issue being reported. ‘The form is sent via email directly to the BelL TS RSB support team. A reply willlbe sent to the sender acknowledging that the form was received, and that a repair ticket has been generated in Boll's ACUT management system. If more information is required by Bel to diagnose the issue, Bell's ITS support representative may contact the Ministry representative identified on the repair report to gather additional information. As per the process described above in the live iscue reporting scenarios, email initiated reports; Bell will either resolve on line with a Ministry representative, effect remote reparations, or dispatch a technician to remedy the issue as the case may warrant. In every instance, once the reported issue has been corrected, the repair ticket will be closed. A notification email will be sent to Ministry staff, including the Ministry’ Contract Compliance Manager with the name of the facility, the nature of the problem as reported by the Ministry, the time the problem was reported, the name of the individual reporting the issue and the time and concise action taken to resolve the issue, ITS Repair Report ‘The Bell ITS RSB repair report.is an online reporting engine that can be accessed by logging into ‘the Bell ITS, The repair report is identical to the email form and is a combination of drop down choices for the most common types of problem experienced; as well as, free script for Ministry ‘personnel to add comments regarding the issue being reported. All processes, scenarios and notifications documented above for e-mail reports would be followed, in the event the Ministry were to report an issue via the Bell ITS RSB repair xeport process. In order fo ensure accessibility for the Ministry to report issues with Bell ITS or equipment, Pell has developed three fully supported methods of reporting, This provides the Ministry with 100% accessibility in which to report issues, and backup reporting alternatives should one or ‘even two methods be unavailable due to unforeseen ciscumstances. Bell Initiated Surveillance Reports In the eventa problem is founda repair ticket will, be created. Subsequent remedial actions will be undertaken similar to those described above as they relate to either remote problem correction, ar technician dispatch. As per above, and a technician on site visitis required, the technician will arrange for onsite access with the Correctional Facility contact As with the scenarios described above, once the problem is corrected, the repair ticket will be closed, and a notification email will be sent to Minisiry staff, including the Ministry's Contract Compliance Manager with the name of the Correctional Fadlity, the nature of the problem found, the time the problem was detected, and the time and concise action taken to resolve the issue. Response to Rated Criteria, Page 19 Offender Telephone Management ‘system (OTMS) and Conventional Public Pay Telephones 000070s14¢4 KN) 5.1741) Ministry of Community Safety and Correctional Services ta tn tn in (ee a eemernce ce Read, understood and comply. ‘Bellis equipped to respond to all OTMS inmate telephone and payphone requirements Bell has forged strong relationships with the independent ‘Telephone Companies servicing the remainder of Ontario. This relationship allows Bell to utilize local resources in these independent territories who deliver the same service standards that Bell provides within ts own service area. As the incumbent telephone service provider in ‘Ontario, Bell manages and supports the entire network end to end from originating dial tone to set connection. Since the entire network is internal to Bell all network and/or cable issues can be expedited without delay. ‘Our dedicated Bell ITS trained technicians, their vehicles, and material storage are located at numerous work centres throughout Ontario (refer to the diagram provided below). Given the widespread coverage of our technicians in these strategically located work centres, material is always available and close at hand for Bell's technicians; along with a redundancy of stock should the need arise. Technicians are equipped with fully stocked vehicles ensuring that all ‘tools, equipment and associated cabling are available when required, avoiding return visits. Bell ‘maintains large volumes of equipment at a centralized warehouse located in Toronto, allowing overnight shipment throughout Ontario, (Our state ofthe art Bell ITS RSB has specialized diagnestic software that is operated by Bell's, dedicated ITS technical specialists. These individuals have over 25 years combined ITS experience in both Federal and Provincial environments, With the Bell ITS diagnostic tools available the TTS specialists have the knowledge, experience and acumen to analyze issues to determine an appropriate course of action. ‘The aforementioned Bell ITS specialists and ITS technicians are supported by a dedicated “inmate Team’ comprised of Bell management and account executives. The “Inmate Team's” ‘primary focus is the enhancement of the customer experience, and the ongoing improvement of the ITS platform. In addition, Bell employs ‘who are regionally located and available for onsite support as required. Bell maintains and continuously updates its Bell Canada Recovery Plan (BCRP). This comprehensive plan is in place to mitigate against any interruptions in service. This plan as it relates to ITS services has built in network redundancies. In addition the Bell ITS (RSB) ‘operations can be transferred seamlessly to a planned alternate Bell location in the event of any “unforeseen emergencies. All existing F1S support and functionality would be available. Response to Rated Criterla Page 20 Offender Telephone Management System (OTMS) and Conventional Public Pay Telephones, ‘000071Request Number: CSCS-A-2016-02841 Page(s) 72 has been exempted pursuant to sections 14(1)(i), 14(1)(j), 14(1)(k), 14(1)(), 17(1), 18(1)(a) and 18(1)(c) of the Freedom of Information and Protection of Privacy Act. Type of Document: Proposal‘Ministry of Community Safety and * Correctional Services Implementation and Transition Plan 3.3.5. Implementation Plan (30 points) Hees Piggonitbagitd pict ie aa i ea Ca ace the uaa Ss : Read, understood and comply. 2.3.10. Implementation Plan and Transition between Service Providers ‘The Sucesfl Propovent wil be regaled to work ia cooperative mane ith the Mitstry’curentserolee provider eth spect othe iploentation of he Successful Proponents OTMS and concentonal pli pay ‘cephone business soliton aud wth any new seo provider with respect fo the SxcessfulProponeas ‘commissioning and removal of ts etme andthe nw ete provides bmplementaton of to OTM aad ‘onventional pete pay telephone ayo daring th rpective tration periods ast ont Sections 2090) ad $050 tn the Fon of Agrement Following execution of the Agreement, the Saccetsful Proponent mast provide, withix sixty (60) Businees Days, for Ministry approval, a detaded implementation pla thet demonetnates a continuous, unintertnpted telephone serolce ‘wlll be maintcned dying the transition period: The plan shall detail all events auc contacts forall Facilities that ‘will be reguied tn order to install the new egujyen! acd implement the OTMS and conventional pablic pay {elephone systems Upon request from the Suecensful Proponent and aubject fo operational reqirements amd security clearances, the Miustry wil provide the Successful Proponent with reasonable access to the Fuel in order that ‘the Succeseful Propouent may prepare their proposed implementation plan. ‘The Successful Proponent mnt adhere to all Ministry security procedures and protocols within all Facilities, which include but ave wot lintted to sccurty procedures anu protocols elated tothe te of electronic devices, the taking of ‘amy photographs, sd the use of or rproduetion of drawings, dlagrane andor photographe. Shonld thers be a need for any otegraphs to be taken within a Facility prior writfew Mintstry approval mst be sought, and f epproved, ‘the Ministry will retain ownership ofall photographs taken, Any use ofthese photographs will requ priv written approval of the Ministry, ‘The final innplementatio plan submitted by the Successful Proponent, and approved by the Ministry, shall include, Int not be ited to, the following new network componente applied by the Sucenssful Proponent © New timate and public telephones, Wiring close cable tenninations and cross-connect Manual on/off shut down switehes AC power eupply sources ~veirtng closet and other locations ae ruined: Wit Area Netevork (WAN) Facilites; Local re Network (TAN) Facilities: Personal computes devices; Centra office cable tenninations and/or other central office equipments Digital conversion equipment and Uuterrapted power sonree (UPS) for systoneequipment, ‘The implementation plan rast set ont « schedule ietifying the crder tu which the Successful Proponent proposes totustall the equipment and begin providing serves at the institutions subject to the regutvement to fret tuatal the Deliverables al the TCs, VSL and TIC and the other requirments below. Once the intial installations have been ‘completed, acceptance lestiug ou the equipntent at those locations has been performed to the Ministey’s stisfaction ‘and the tstallations have been appro by the Mistry, stuf training has brew completed tothe Ministry’ satisfuction and the equipment has been implemented, the Minstry will eta Commencement Date aul the Successful Proponent may start the installations at the other Facilities iu accordance with the Ministry approved Inge xtation ace dle, Response to Rated Criteria Page 22 Offender Telephone Management ‘system (TMS) and Conventional Public Pay Telephones 000073sant) ‘Ministry of Community Safety and Correctional Services The tnplmentation plan mast therefore meet the following criterta + Owor around June 1, 2013, the Successful Proponent will be requined to conduct the inital installation of the hanbwnre necessary for accesing the systont atthe TCS iu Missisnaga and VSL fx North Bay fllorsed by the tstallation of the Successfl Proponents OTMS telephones and coroentionnl public pay telephones at the Toronto Intermittent Centre (IC) Following these installations, He Ministry wll conduct rigorous ‘acceptance lasting to ensure the solution is fretioning ws ruined andmecting Ministry regutencnts, Ths ‘et be completed otthin the firet weeks ofthe traustion perlod; ad + Following the above initial installations and the setting of the Canomencoment Date, tstallation ofthe Successful Propowent'» O1MS ilephoves mid conventional public pay telephones, aceptance testing and ‘any ruined stuf trang at al ofthe renining 29 Facilities must be completed no later than twenty 40.0 (22) weeks after the abr inital installations he been completedani approved by the Ministry. eam ‘Read, understood and comply. i ca ta ata tg th pris TO polite) Bell has developed a flexible craft implementation schedule to accommodate both the “Ministry’s expectations and the exting provider's projected availabilty, Bell's schedule incorporates provisioning activities scheduled concurrently at multiple Correctional Facil accounting for geographic considerations to ensure resource availability. Bell has completed several successful transitions and our schedule accounts for multiple variables that can impact a project of this nature. Bell's schedule has been developed to minimize disruption to both offenders and the Ministry at each Correctional Facility. The plan accommodates for flexibility in the event of unforeseen circumstances while still meeting the requisite timeline of 22 weeks, Bell has sufficient resources to accelerate the number of installations at any of the Correctional Facilities throughout the 22 week transition period. Bell's schedule can seamlessly be advanced should the acceptance testing period be shortened. Response to Rated Criteria Page 23 Offender Telephone Management. ‘system (OTMS) and Conventional Public Pay Telephones, 000074‘Ministry of Community Safety and Correctional Services Bell has excluded specific facilities within the draft implementation schedule since the Ministry hus indicated uncertainty regarding the requirements of transitioning these facilities based on possible closures in 2013. In the event any ar all ofthese Facilities will later be added to the ‘transition expectations, Bell will accommodate the Ministry's requirement. Similacly, for the ‘Toronto South Detention Centze, Bell will be available to accommodate timeline requirements from the Ministry. Bell, as the incumbent local exchange carrier in Ontario provides Bell with flexibility in the provisioning of due dates, This enables the removal and installation of inmate sets and public payphones to align, eliminating any potential loss of service, and ensuring netwrark dial tone availability, All equipment for the transition will be stored at the technician’ work centre, allowing for easy access to all material required minimizing delays. In the event that Bell receives the authorization to remove the equipment on behalf of the exiting provider, Bell will provide secure storage for the exiting provider's equipment for pick-up ata Bell facility thus permitting single end to end transition. areata Bs ee Treteite Miclaey staf @pclh aad Read, understood and comply. Bell understands that communication is the key to a smooth transition program. A dedicated Project Manager will be assigned to oversee the transition process. The Bell Project Manager will communicate and coordinate with the Ministry, the exiting service provider, any potential subcontzactors, and all Bell internal resources ensuring a smooth transition across the province. ‘The Bell Project Manager will schedule a kick-off meeting with all stakeholders to present the Project plan, This will highlight and address all Ministry concems and issues through the transition between providers. On an ongoing basis, Bell wil facilitate regularly scheduled. ‘meetings with all stakeholders to evaluate progress and address any issues, ‘The Bell Project Manager will coordinate transition activities with regional operations (axstallation and repair) managers throughout the province. They have firsthand knowledge of local network infrastructure, numerous contacts within Bell, and an excess of 10+ years experience in the correctional environment at both Federal and Provincial levels. The operations, ‘managers and the local technicians who report to them will interface with Ministry and exiting provider personnel at each Correctional Facility to ensure continued seamless transition of services. At the Ministry's earliest convenience, and in conjunction with the Ministry, Bell will provide a schedule to survey and document installation requirements at each correctional facility. Two ‘weeks prior to the start of a conversion at an institution, the project manager will confirm with Response to Rated Criteria Page 24 ‘Offender Telephone Management System (OTMS) and Conventtonal Public Pay Telephones 00075sama) Ministry of Community Safety and Correctional Services the correctional facility representative and the exiting provider to ensure readiness for the scheduled transition dates, Upon commencement of transition at cach corrections facility Bell personnel willinterface on. site with the Ministry's facility representatives and the exiting provider to ensure alignment on that fadiity’s access procedures and scheduling. Bell's planned approach will ensure continuous uninterrupted telephone service through ongoing communication with all stakeholders, (ot ei ayaa a oe ere ae a he fae 0 POM SER nackte ES Response to Rated Criteria Page 25 Offender Telephone Management. System (OTMS) and Conventional Public Pay Telephones, 00078s14(4y) saactKny s44(1K) 3.A7(4) Bel | Mintstry of Community Safety and Correctional Services Staff Training 3.3.6. Staff Training (6 points) ies hate ea ta ic ria) Miicnemennanee een ae ao Read, understood and comply. 2.3.11, Staff Training All Propouents should inclnde a their Proposal detailed training plan that deseree the Proponent’ approach to ‘initial and on-going OTMS tratuing for Ministry staff. Following the execution ofthe Agreement, the Ministry will review the Successful Proponents trating plan for Ministry staff and upon approval, ratning wl be scheduled by the Ministry. Equipanontspecfteiafernatton (eg. operntingmazrals) watt be providedby the Successful Proponent ‘with the trating lew. Pal tratning materials will he subject to Ministry approval prio to implementation of ay Aisin designed forMeulsiry staff. The Suecessfel Proponent will be respoustble forall costs associated with taining Méntatry staff ‘he Succeefel Proponent rast have the ability to remotely idewtfy/diaguose problams with the OTMS and conventional pubite pag telephones and local supporting technology tafrastractire that will immediately notify the designated Ministry representative’, fo ensure repairs are completed andthe system i operating property. Al of the Successful Proponewis OTMS and conventional public pay telephone hardveave twoendory mast be seciely ‘managedana storedin Oxterio ‘The Suecessfil Proponsnt shall also provide baining on an on-going bass throughout the term of the Agreomentas ‘quired by the Mintetry foreytem wpgrades or changes and tatning of new staff. ‘The Succeesfl Proponent all supply appropriate manuals and instructionalmateriale and ll tnning, which halle held at thesworkplace of the staff being trined. Training rquinements for staff well be specific to their responsibilities and authorized level of system: access Time Frame ‘The training sessions will be offered two weeks prior to a regional implementation where applicable. The estimated duration of training will be two days. ‘The following training plan will commence on June 3, 2013 subject to OTMS Project Team. acceptance. Overall Training Goals 41. Basic Training - All regions Response to Rated Criteria, Page 26 Offender Telephone Management, System (OTMS) and Conventional Public Pay Telephones, 000077saan) sAaganhy EU) sma) ‘Ministry of Community Safety and Correctional Services Learning Activities/Strategles/Methods Activities to be undertaken to achieve the training goals 1, Basie training - site specifie~1 day Response to Rated Criteria Page 27 Offender Telephone Management. System (OTMS) and Conventional Public Pay Telephones coao7s1400) S.44(0)K1 =14¢ti() <7) Ministry of Community Safety and Correctional Services 3. Refresher training sessions to be conducted via web meeting as required. 4. Computer based training modules by function. 5. Laminated Job-Aid for task reference. Documentation Inmate Telephone System User Guide “Complete “October 31, 2012 ‘Quick Reference Task sheet ‘Complete ‘October 31, 2012 escalate tea Sratiel taetoha nate ‘System (OTMS) and Conventional Public Pay Telephones: 0000795.14(1}{1), 8.44(1k) ‘8. 14(11) sara) ‘Ministry of Community Safety and Correctional Services Additional Features 3.3.7. Additional Features (5 points) tach Riopctient should provide tuts propose a taoniniiey of ay aadition wiailable at nc cost Eee heommaniaeieamamnaimrne (oe Read, understood and comply, Page 29 Offender Telephone Management system (OTMS) and Conventional Public Pay Telephones Response to Rated Criteria ‘000080Request Number: CSCS-A-2016-02841 Page(s) 81 - 83 have been exempted pursuant to section 22(a) of the Freedom of Information and Protection of Privacy Act. Type of Document: Inmate Information Guide for Adult institutionsREVISION 2 - APPENDIX G (Continued) PROPONENT NAME: Boll Canade TABLE 2 Gas. inoluding any connection fee per call Collect long distances call rate (per minute) Collect long distance connection fee per call ; ro) ‘Collect local call rate, =x) call rate, ingluding any s.18(1)(6) ‘connection fee per call s.19(11(d) Collect long distanco call rato (per minuto) 7 Collect iong distance i connection fee per call ‘Collect focal call rate, Including any connection fee per call ‘Collect long distance call rate (per minute) ‘Collect fong distance connection fee per call Collect focal call rate, Including any | connection fee per call Collect long distance call rato (par minuto) Collect long distance connection fee per call 0084REVISED - APPENDIX C (Continued) PROPONENT NAME: _ BeliCanada Proposed Commission Percentage Rate to be paid to the Government of Ontario based on the ‘monthly Gross Revenue generated from all of tho OTMS and conventional public pay telephones atthe Faciltios COMMISSION PERCENTAGE RATE: of monthly Gross Revenue s47(4) 5.18(A)a) 519(1}(0) ‘se10(1}8) Q 0008s171) s.18(}a) s18(1Ke) s.A8(1Kd) May 9, 2016/Version 1 INFORMATION NOTE — DEPUTY MINISTER MINISTRY OF COMMUNITY SAFETY AND CORRECTIONAL SERVICES. OPERATIONAL SUPPORT DIVISION, CORRECTIONAL SERVICES PURPOSE/ISSUE(S) + To provide an overview ofthe Bell Offender Telephone Management System (OTMS) contract and issues arising from the current service provided. CURRENT STATUS ‘The ministry uses the OTMS for outgoing, collect, non-operator assisted inmate telephone calls. + The ministry has.a seven year contract (2013 — 2020) with Bell for providing the OTMS. * Current rates from the service provider are as follows: ° + The contract with Bell stipulates that rates can be no more than the basic residential rate charged within the community from which the call originetes. + Effective May 9, 2016, as a pilot project, immigration detainees currently housed at Central East Correctional Centre will have the ability to make telephone calls through the OTMS using virtual Personal Identification Number (PIN) cards paid for by the Canada Border Services Agency, up to @ maximum of $40 per month per detainee. Collect calls will stil be available. The security features of the OTMS will remain in place at all times. It is important to note that the detainees will be able to make calls to cellular phone subscribers. + The ministry can consider enabling this type of calling card provision at its own cost for inmates that are relocated from one facility to another. GRITICAL INFORMATION + The Victim Empowerment Act, enacted on November 19, 2002, provides the ministry with the authority to monitor and block inmate telephone calls. In turn, the blocking of inmate calls to victims eliminates the victim's potential exposure to unwanted contact during the inmate's custodial period. + The Regulations found in the Victim Empowerment Act allow the ministry to monitor, record and block inmate calls on reasonable grounds for the purpose of protecting personal safety and/or preserving institutional security. However, currently the ministry is only using the call blocking feature to block telephone calls from correctional facilities to a specific telephone number upon the request from a citizen. ‘+The ministry does not record or monitor inmate telephone calls at this time. The ministry can, however, require the vendor to implement this feature during the contract term. Classification: Medium sensitivity Page 1 of 5 00088s.44(ty0) sactKi) s.14(1Kk) S444) s17(1) se1B(A{C) May 9, 2016/Version 1 Additional complaints have been received regarding the inability to make calis to cellular telephones. These complaints are likely to become more frequent as subscribers switch from landline to cellular telephones. Superintendents have been provided with the standard messaging to these concerns in the event that a complaint is received locally. NEXT STEPS ‘+ Ongoing issues identification and resolution with the vendor. ‘+ The ministry is considering alternative options for collect calling in order to assist inmates with limited income. + Three-way calling detection is not a perfect science. Some three-way calls may manage to go through the system and some genuine calls may be wrongly dropped. The ministry works with Bell to resolve technological issues. ‘+ When the ministry recognized the concerns being raised by inmates and their families regarding the cost of reconnecting after a called was inappropriately dropped, it was formally raised at the monthly meetings with Bell +, In July 2014, Bell agreed to produce a monthly report showing the rate of three-way- call detection at each institution + The next meeting with Bell is scheduled to take place on May 10, 2016. Ministry representatives from the Resources Planning Unit, Business Planning, Resources and Solutions Branch, Operational Support Division will be in attendance. Classification: Medium sensitivity Page 2of 5 000087May 9, 2016/Version 1 BACKGROUND. OTMS - Bell Contract (2013 - 2020) ‘+ The OTMS is a digital Voice Over Internet Protocol (VOIP) solution. The new technology allowed for enhancements to personal safety and for the preservation of institutional security. Excerpts from the actual Bell Canada OTMS contract “Agreement with Bell Canada, COC-0009, Additional Information: 1, Remediation of Technological Problems, Complaints flagged by MCSCS and staan) Contractual Obligations: s14(iNi) No specific reference in the agreement, but in the RFP. stat an Secton2.1 of he 2012 REP (Mananement ofthe Anreement) Can The Successful Proponent must have representatives attend meetings with the Ministry Contract Compliance Manager and operational representatives on a regular basis, no less frequently than once every two months, to discuss any issues of mutual concern. Such communi may cover the entire scope of the Agreement including but not limited to opportunities to maximize value and reduce overall costs, administrative issues, and the Successful Proponent’s service and performance. s18(A)() Section 2.3 of the 2012 REP (The Deliverables) + Attendance at meetings, at a minimum of once every two months and on, an as required basis, with the Ministry to review and discuss ongoing operational and contract management performance issues during the Tem of the Agreement. Bell has met its contractual obligations by meeting with the Ministry on a monthly basis. +The manner and time of communicating through meetings or teleconferences will be arranged by the Ministry with the Successful Proponent as required after the Agreement has been established.” Key System Features ‘+ Key features of the OTMS provided by Bell through contract include: ©. ministry approved common access numbers to provide inmates with a minimum of 30 telephone numbers (., the Ombudsman's Office); © multilingual voice over technology to allow call recipients to accept or refuse the in-coming call (note that currently the ministry is using both English and Frengh voice over technology); Classification: Medium sensitivity Page 30f5 ‘00083,saci) 140010) sath) satan) samt) sA8(tNe) May 9, 2016/Version 1 © programming to detect and disconnect three-way calls; and ‘© inmate making the call will be informed by the system that “Call forwarding and three way calling is forbidden” and if a three-way call is detected, the inmate will also hear and ‘A possible three-way has been detected. Your call will now be terminated.” Collect Calling to Cellular Telephones ‘+ While there have been requests from inmates’ families to allow for calls to be placed tocellular telephones, it should be noted that currently, the three largest telecommunications companies Classification: Medium sensitivity Bell Canada, Rogers Communications Ine. and Page 4 of 5May 9, 2016/Version 1 ‘Telus Communications) do not allow collect calls to cellular telephones. The Ministry has no influence on this decision. sa7t1) 5.18(1Ke) Classification: Medium sensitivity Page 5 of 5 ‘000090