Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 1 FEDERAL COMMUNICATIONS COMMISSION (FCC) WORKSHOP ON FURTHER REFORM OF INMATE CALLING SERVICES July 9, 2014 9:30 AM - 4:12 PM 445 12th Street, S.W. Washington, DC 20554 Reported by: Chaz Bennett Capital Reporting Company Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 2 1 A P P E A R A N C E S 2 FCC REPRESENTATIVES: 3 TOM WHEELER, Chairman 4 MIGNON CLYBURN, Commissioner 5 JESSICA ROSENWORCEL, Commissioner 6 FCC MODERATORS: 7 KALPAK GUDE, Chief, Pricing Policy Division, Wireline Competition Bureau 8 RHONDA LIEN, Attorney, Pricing Policy 9 Division,Wireline Competition Bureau 10 DAVID ZESIGER, Senior Counsel, Pricing Policy Division, Wireline Competition Bureau 11 LYNN ENGLEDOW, Assistant Chief, Pricing 12 Policy Division, Wireline Competition Bureau 13 CO-MODERATOR: 14 DARRELL A. BAKER, Director, Utility Services, Alabama Public Service Commission 15 PANELISTS: 16 DARRELL A. BAKER, Director, Utility Services, 17 Alabama Public Service Commission 18 CHERYL A. LEANZA, Policy Advisor, United Church of Christ, OC Inc. 19 TALILA A. LEWIS, Founder, Helping Education 20 to Advance the Rights of the Deaf (HEARD) 21 JESSE WIESE, Policy Analyst, Justice Fellowship 22 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 3 1 A P P E A R A N C E S (Cont'd) 2 PANELISTS (Cont'd): 3 KARINA WILKINSON, Steering Committee Member, New Jersey Advocates For Immigrant Detainees 4 PAUL WRIGHT, Executive Director, Human Rights 5 Defense Center 6 ALEKS KAJSTURA, Legal Director, Prison Policy Initiative 7 LEE G. PETRO, Of Counsel, Drinker Biddle & 8 Reath LLP 9 WILLIAM L. POPE, President, NCIC 10 VINCENT TOWNSEND, President, Pay-Tel Communications, Inc. 11 ELIAS A. DIGGINS, Division Chief, Denver 12 Sheriff's Department on behalf of the American Jail Association 13 ALEX FRIEDMANN, Managing Editor, Prison Legal 14 News 15 KEVIN LANDRY, Assistant Director, Office of Detention Policy and Planning, U.S. 16 Immigration and Customs Enforcement, Department of Homeland Security 17 RICHARD "RICK" A. SMITH, CEO, Securus 18 Technologies, Inc. 19 THOMAS SWEENEY, Senior Vice President-Sales, Global Tel*Link 20 BRYAN F. BYRNE, Founder and Managing Partner, 21 meshIP, LLC 22 JAY L. GAINSBORO, Founder, JLG Technologies, LLC Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 4 1 A P P E A R A N C E S (Cont'd) 2 PANELISTS (Cont'd): 3 GRANT GONGAWARE, Chief Architect, Telmate, LLC 4 CHRIS MOORE, Vice President-Product 5 Management, Global Tel*Link 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 5 1 A G E N D A Welcome & Remarks 2 Remarks by Chairman Tom Wheeler, 3 Commissioner Mignon Clyburn, and Commissioner Jessica Rosenworcel 4 Panel 1: Impact of Reform and Potential 5 Need for Additional Reform 6 Co-Moderators: 7 Mr. Kalpak Gude, Chief, Pricing Policy Division, Wireline 8 Competition Bureau 9 Ms. Rhonda Lien, Attorney, Pricing Policy Division, Wireline 10 Competition Bureau 11 Panelists: 12 Mr. Darrell A. Baker, Director, Utility Services Division, Alabama 13 Public Service Commission 14 Ms. Cheryl A. Leanza, Policy Advisor, United Church of Christ, 15 OC Inc. 16 Ms. Talila A. Lewis, Founder, Helping Educate to Advance the 17 Rights of the Deaf (HEARD) 18 Mr. Jesse Wiese, Policy Analyst, Justice Fellowship 19 Ms. Karina Wilkinson, Steering 20 Committee Member, New Jersey Advocates for Immigrant Detainees 21 Mr. Paul Wright, Executive 22 Director, Human Rights Defense Center Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 6 1 A G E N D A (Cont'd) 2 Congressional Remarks 3 Remarks by Congresswoman Eleanor Holmes Norton (D-DC) 4 Panel 2: Ancillary Charges 5 Co-Moderators: 6 Ms. Rhonda Lien, Attorney, Pricing 7 Policy Division, Wireline Competition Bureau 8 Mr. David Zesiger, Senior Counsel, 9 Pricing Policy Division, Wireline Competition Bureau 10 Panelists: 11 Mr. Darrell A. Baker, Director, 12 Utility Services Division, Alabama Public Service Commission 13 Ms. Aleks Kajstura, Legal 14 Director, Prison Policy Initiative 15 Mr. Lee G. Petro, Of Counsel, 16 Drinker Biddle & Reath LLP 17 Mr. William L. Pope, President, NCIC 18 Mr. Vincent Townsend, President, 19 Pay Tel Communications, Inc. 20 Q/A Session 21 Lunch Break 22 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 7 1 A G E N D A (Cont'd) 2 Panel 3: Understanding the Provision of ICS in Different Facilities 3 Co-Moderators: 4 Ms. Lynne Engledow, Assistant 5 Chief, Pricing Policy Division, Wireline Competition Bureau 6 Mr. Kalpak Gude, Chief, Pricing 7 Policy Division, Wireline Competition Bureau 8 Mr. Darrell A. Baker, Director, 9 Utility Services Division, Alabama Public Service Commission 10 Panelists: 11 Mr. Elias A. Diggins, Division 12 Chief, Denver Sheriff Department on behalf of the American Jail 13 Association 14 Mr. Alex Friedmann, Managing Editor, Prison Legal News 15 Ms. Aleks Kajstura, Legal 16 Director, Prison Policy Initiative 17 Mr. Kevin Landy, Assistant 18 Director, Office of Detention Policy and Planning, U.S. 19 Immigration and Customs Enforcement, Department of 20 Homeland Security 21 Mr. Richard "Rick" A. Smith, CEO, Securus Technologies, Inc. 22 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 8 1 A G E N D A (Cont'd) 2 Panelists (Cont'd): 3 Mr. Thomas Sweeney, Senior Vice President - Sales, Global 4 Tel*Link 5 Q/A Sesseion 6 Panel 4: New Technologies 7 Co-Moderators: 8 Ms. Lynne Engledow, Assistant 9 Chief, Pricing Policy Division, Wireline Competition Bureau 10 Mr. David Zesiger, Senior Counsel, 11 Pricing Policy Division, Wireline Competition Bureau 12 Panelists: 13 Mr. Brian F. Byrne, Founder and 14 Managing Partner, meshIP, LLC 15 Mr. Jay L. Gainsboro, Founder, JLG Technologies, LLC 16 Mr. Grant Gongaware, Chief 17 Architect, Telmate, LLC 18 Mr. Chris Moore, Vice President - Product Management, Global 19 Tel*Link 20 Q/A session 21 22 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 9 1 A G E N D A (Cont'd) 2 Closing Remarks 3 Mr. Kalpak Gude, Chief, Pricing Policy Division, Wireline 4 Competition Bureau 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 10 1 P R O C E E D I N G S 2 CHAIRMAN WHEELER: Thank you for coming. 3 Roger, have I preempted you? Did you want to 4 start this show off? 5 MEMBER GOLDBLATT: You can. 6 CHAIRMAN WHEELER: No, you come on. You 7 got to -- I suddenly realize my role here is 8 behind you, sir. 9 MEMBER GOLDBLATT: I just want to go 10 over anyone who had questions, people watching 11 live on the Internet, send questions to 12 LiveQuestions@FCC.gov. We have people with index 13 cards for questions in the audience. Just raise 14 your hand and some of our staff will come around 15 and get it. 16 We have cards with new wireless code. 17 We have information on lunch; lunch will be 1:00 18 o'clock to 2:00 o'clock. We're tight schedule. 19 The only thing is just the -- this is 20 the one year, almost, anniversary of the first 21 workshop that we had on this subject, so it's kind 22 of exciting. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 11 1 So now -- oh, the entire workshop will 2 be video recorded, will be showing up -- we're -- 3 we're waiting for a transcriber, so we'll have a 4 transcription soon, and with great pleasure, I now 5 introduce Tom Wheeler, our Chairman. You might 6 have met him before. 7 CHAIRMAN WHEELER: Thank you. So, thank 8 you, Roger. I didn't know anything about lunch, 9 so I couldn't have been at all helpful about 10 lunch. But thank you, Roger. 11 We're here for one really simple reason 12 today, and that's because of Commissioner Clyburn 13 and her leadership on this important issue. 14 Although, I guess I should say it is because of 15 Chairwoman Clyburn and her leadership on this 16 issue. 17 While she was Chairman of this Agency 18 she pulled this issue out of purgatory, kind of 19 the bowels of the Agency, and gave it the priority 20 that it deserves. We should all thank her for her 21 leadership in this. We should thank Commissioner 22 Rosenworcel for her role in bringing this along. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 12 1 But let's make sure that we fully recognize that 2 we are where we are today because of one person's 3 leadership. 4 Insofar as the Commission's current 5 plans, I have only three things to day. One, the 6 reform of Inmate Calling Services is a priority, 7 is a top priority for this Agency, and will remain 8 so. 9 Secondly, that we recognize that more 10 needs to be done. The interim interstate rate cap 11 needs to be made permanent, and intrastate 12 calling, which as you know is the majority of 13 calls, remains unreasonably high, and along with 14 the burgeoning ancillary fees that get put on, has 15 to be addressed if not attacked. 16 Thirdly, that Commissioner Clyburn 17 continues to be the person on point, and all of us 18 look to her for her leadership, and I can assure 19 you that I intend to follow her lead as she is our 20 north star on this issue. 21 So today it's my privilege to welcome 22 you to this workshop, and to introduce the person Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 13 1 who is the reason why we are all here, 2 Commissioner Clyburn. 3 (Applause.) 4 COMMISSIONER CLYBURN: Thank you so 5 much, Mr. Chairman. I truly am continually 6 grateful for your leadership and for the support 7 that you have shown to me, and for this effort. 8 Once again, good morning, everyone. 9 Good morning, everyone. 10 AUDIENCE: Good morning. 11 COMMISSIONER CLYBURN: It's a good 12 morning. Remember that. 13 It is truly my pleasure to welcome you 14 here today, as we analyze the impact of the FCC's 15 2013 Inmate Calling Decision, and discuss the 16 potential of additional reforms for Inmate Calling 17 Services. We thank you all for coming, and wish 18 to specially extend our appreciation to the 19 outstanding participants in today's workshop. 20 There are too many to mention, but allow 21 me to recognize Darrell Baker from the Alabama 22 Public Service Commission, and Kevin Landy (ph) Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 14 1 from the U.S. Immigration and Customs Enforcement, 2 Department of Homeland Security. 3 Reforming the Interstate Inmate Calling 4 regime last year was an extremely proud moment for 5 me and this Agency. The preceding language for 6 almost a decade denying friends, family, and 7 children of inmates relief from an egregious rate 8 structure, upwards of $17 for a fifteen minute 9 call, and a $4 connection for each call. 10 With the support of my colleague, 11 Commissioner Rosenworcel, we took action and found 12 that the existing rates were not in line with the 13 Communication's Act's requirement for just, 14 reasonable, and fair rates, and I just a few short 15 months what we are finding is that doing the right 16 things has reverberating benefits. Studies have 17 consistently shown that having meaningful contact 18 beyond prison walls can make a real difference in 19 maintaining community ties, promoting 20 rehabilitation, and reducing recidivism. 21 Making calls more affordable can 22 facilitate all of these objectives and more. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 15 1 Recent data also show that reform is and was 2 critically needed. In April of 2014 the 3 Department of Justice's Bureau of Justice 4 Statistics released a report analyzing the five- 5 year recidivism rate in 30 states in 2005; over 6 400,000 prisoners were a result of this survey. 7 The report found that two-thirds, or 8 67.8 percent of prisoners were rearrested within 9 three years, and that three-quarters, or 10 approximately 76.6 percent we rearrested within 11 five years. 12 This comes at a cost, and these costs 13 are enormous to us all. For in addition to the 14 impact of increased crime, crowded correctional 15 facilities, and the need to build expensive new 16 facilities, and not to mention the judicial time 17 to prosecute these offenses, studies estimate that 18 it costs an average of $31,000 per year to house 19 each inmate. 20 Not highlighted in this report, however 21 is the personal impact on families and 22 communities. There are 2.7 million children with Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 16 1 at least one parent in prison, and they often want 2 and need to maintain a connection. 3 In addition to coping with the anxiety 4 associated with a parent who is not there on a 5 regular basis, these young children are often 6 suffering severe economic and personal hardships, 7 and are often doing poorly in school, all of which 8 are exacerbated by unaffordable inmate calling 9 rates. 10 So as a society we have an obligation to 11 do everything in our power to counter this. I 12 take this obligation seriously and remain 13 committed to making sure that the FCC does its 14 part to make basic phone calls for all affordable, 15 a requirement and a statute that for too long had 16 been ignored. 17 Last years order adopted rate caps for 18 interstate calls of $.21 per minute for debit 19 calls, and $.25 per minute for collect calls. 20 While still higher than I would have liked, the 21 relief for family and friends has been tremendous. 22 Since February when the rates went into Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 17 1 effect, I've heard from providers that call 2 volumes have increased as much as 30 percent. 3 In addition to rate caps the Commission 4 also made clear that regardless of the value of 5 benefits, that site commissions may provide to 6 inmates through welfare programs or other 7 services, such payments should not be a part of 8 the Inmate Calling Rates because they have no 9 direct bearing on the cost of providing 10 communication services. 11 Although the D.C. Circuit did stay part 12 of the reforms, the court left in place the 13 Commission's rate caps and critical findings on 14 the nature of site commissions. 15 While a critical first step, the FCC's 16 order acknowledged that we have more work to do. 17 We asked a series of questions in the further 18 notice of Proposed Rule Making on additional 19 reforms including permanent rate caps, extended 20 reforms to intrastate rates, and reforms on 21 ancillary services. 22 To ensure that results are firmly Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 18 1 grounded on the best data, we also required that 2 all providers of inmate calling service file data 3 with their costs and that is due no later than 4 July 17th. 5 But today's workshop provides a unique 6 opportunity to evaluate the impact that these 7 reforms have had to date on inmates, consumers, 8 providers, and correctional facilities, and it 9 allows this agency to continue to ask how best to 10 structure additional reforms, to ensure just, 11 reasonable, and fair rates for both the consumer 12 as well as the provider. 13 So as we evaluate our next steps, it 14 remains my hope that the states will follow the 15 FCC's lead, grab the baton, and enact their own 16 reforms. So I am particularly pleased that you 17 will hear today about Alabama's inmate calling 18 reforms adopted just last week. 19 Unfortunately, as I stand here, Alabama 20 is the exception, not the norm. Despite our cry 21 for intrastate reform, the call has largely gone 22 unanswered. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 19 1 I still hope, however, that other states 2 will move and do so soon. But I feel that the FCC 3 has both the duty and the authority to act under 4 the statute if the states so not, or cannot. 5 While I hope it will not come to that, 6 if it does I will strive to find a path where FCC 7 reforms could act as a ceiling or default if 8 states have not or will not act. 9 After we adopted the reforms last year I 10 shared with staff, who worked so tirelessly on 11 this item, that this action will have an immediate 12 impact on people's lives. 13 Thank you notes came in almost 14 immediately, and thanks to the leadership and 15 support of Chairman Wheeler additional reforms to 16 the inmate calling regime remains a top priority. 17 So once again, I'd like to thank the 18 organizers of today's workshop. They have worked 19 long hard hours to put this together. 20 So to the Wire Line Bureau and Consumer 21 and Government Affairs Bureau, you are terrific. 22 Particularly Greg Hulegion (ph) and Lynne Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 20 1 Engledow. I always mess up names here; I'm really 2 famous for that, but thank you, nonetheless. 3 So now we'll turn the mic over to 4 Commissioner Rosenworcel who has been a friend and 5 supporter in this effort, and I again thank all of 6 you for this role in this -- your role in this 7 worthwhile effort. 8 Commissioner Rosenworcel. 9 (Applause.) 10 COMMISSIONER ROSENWORCEL: Good morning. 11 First of all, let me thank Chairman Wheeler, and 12 the staff of the Agency for holding this session 13 today. But most of all let me thank all of you for 14 being here and being a part of it. 15 Now, I think when it comes to forces for 16 good in this world, you can usually find that 17 there are some strong women standing behind them, 18 and in this case there are two women you need to 19 know. 20 The first is Martha Wright, who more 21 than ten years ago found that it was unreasonably 22 expensive for her family to communicate with her Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 21 1 grandson while he was incarcerated, and she 2 thought that wasn't right so she did something 3 that was extraordinary, just for a regular 4 citizen. She decided to petition the Federal 5 Communications Commission and pressure us to do 6 something about it. 7 So the second women you need to know is 8 my colleague Commissioner Clyburn who ten years 9 after that petition was filed dusted it off and 10 said it was more than time for action. 11 Under her leadership last year we did 12 something about this. We made sure that families 13 that are often separated by hundreds of miles from 14 their incarcerated brethren have an opportunity to 15 stay in touch. 16 We made sure that when they called their 17 family they don't actually have to spend as much 18 for a single phone call as everyone in this room 19 spends for their monthly unlimited wireless plan. 20 She thought that wasn't right, and I'm proud to 21 have joined her and done something about it. 22 But I don't think we're done. We've got Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 22 1 a road ahead. We've got to figure out how to 2 respond to the musing of a certain court. We've 3 got to make sure those interim rate caps we put in 4 place become permanent. We need to do something 5 about ancillary charges, and then we need to work 6 with our state counterparts, and not just Alabama, 7 but in every state in this country to figure out 8 how we can address the problem of intrastate 9 rates. 10 I think getting here today, gathering 11 like we are, is the start of it and I think if we 12 all work together we can make sure that though 13 justice has been delayed, it won't be denied. 14 Thank you. 15 (Applause.) 16 MODERATOR ZESIGER: Thank you. Now, 17 will Panel One please come up and our moderator is 18 Kalpak and Rhonda, will be sitting over here. 19 MR. GUDE: It's not often are able to 20 start, not only on time, but a little early. So 21 hopefully this is a start of a good trend for 22 today. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 23 1 I wanted to take the opening to thank 2 everyone for coming, particularly our 3 distinguished panel and all of our panels for the 4 day. I think we have set up a very interesting 5 program, and a set of discussions, which we hope 6 will further the understanding of the Commission, 7 and the understanding of all of us, on these 8 complicated issues with respect to ICS. 9 It is something, as you just heard from 10 the Chairman and from our Commissioners, this is 11 something that is on the top of the priority list 12 of a set of issues for the Commission to address. 13 My staff in the pricing division of the Wireline 14 Competition Bureau is tasked with handling it and 15 addressing it as quickly as possible, and we are 16 working a pace to move this along. I think this 17 workshop, and the continuing dialogue that we have 18 with others, is a strong effort to do that. 19 Let me start right off by introducing my 20 co- moderator, Rhonda Lien, who is a member of my 21 team in the Pricing Division, and I'll quickly 22 introduce the panelists, and then I think our plan Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 24 1 is to give each of the panelists five minutes to 2 introduce themselves and provide a presentation of 3 their thoughts on the issue, and then we will have 4 some questions that first the staff of the FCC 5 have put together, and then we'll open it up to 6 questions from the audience, from the Internet, 7 from far and wide. 8 This panel is, our panel one, is to 9 discuss the impact of reform and the potential 10 need for additional reform. Obviously, that's the 11 central issue of the day. We have some other 12 panels that will follow that get into more 13 details. 14 Our panelists include Darrell Baker, who 15 is from the Alabama Public Service Commission; 16 Cheryl Leanza, Policy Advisor from the United 17 Church of Christ; Talila Lewis from Helping 18 Educate to Advance the Rights of the Deaf, or 19 HEARD; Jesse Wiese, Policy Analyst at the Justice 20 Fellowship; Karina Wilkinson, from the New Jersey 21 Advocates for Immigrant Detainees; and Paul Wright 22 from Human Rights Defense Center. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 25 1 So with that, I would like to turn it 2 over first to Mr. Baker to start us off. Thank 3 you very much. 4 MR. BAKER: Thank you. I thank the FCC 5 for the opportunity to participate in this 6 workshop and for consideration of my comments. 7 Alabama has an ongoing Inmate Calling 8 Service Reform Proceeding. Our second order 9 within the past 12 months was released Monday. In 10 2009 Alabama capped inmate calling service, 11 operator surcharges, and user rates. 12 I'm of the opinion that the reforms thus 13 far, though significant, have had very minimal 14 impact because the preponderance of inmate calling 15 is intrastate. 16 The ICS industry can be compared to a 17 multi chamber balloon. If you squeeze one chamber 18 the contents will simply displace to another. 19 Until both jurisdictions are addressed there will 20 be no substantive relief for the majority of 21 inmates and their families. Moreover, until 22 sources of ICS revenue in each jurisdiction are Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 26 1 addressed, the industry will simply adjust for 2 lost revenue in one area by charging more in 3 another. 4 The sources of revenue are calling 5 rates, ancillary charges, charges for single 6 payment services, and charges for other services, 7 such as video visitation, voice mail, etcetera. 8 Further reforms are necessary. I 9 recommend a tiered rate structure. Cost supports 10 shows that jails are more expensive to serve than 11 prisons. Small jails are more expensive to serve 12 than large county or metropolitan jails. 13 Alabama's recommend ICS rates include lower rates 14 for prisons. Future intrastate call studies will 15 break this down even further. 16 Ancillary charges or fees will be 17 addressed in Panel Two. For some providers end 18 user fees account for 40 percent or more of the 19 charges inmate families must pay. 20 Single payment services are inmate 21 collect calls billed to recipient's mobile phone 22 or to a credit card. The effective rates for Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 27 1 these calls are as high as $1 per minute. 2 Moreover, such calls constitute a de facto 3 circumvention of regulated ICS call rates. 4 Providers will have you believe they 5 have no control over the prices charged by third 6 party services involved in single payment service. 7 That assertion is blatantly false. If providers 8 are permitted an alternative to regulated ICS 9 rates it will encourage migration of calls to the 10 more lucrative alternative. Since February alone 11 when the FCC's interim rates were implemented 12 several ICS providers quickly added their own 13 single payment service offerings. 14 What is to prevent providers from 15 establishing third-party intermediaries for 16 prepaid, collect, and inmate debit service in 17 order to circumvent that regulated rate structure? 18 Continuous voice biometrics should be 19 separated from the rates. The FCC added two cents 20 per minute to Pay-Tel's prepaid, collect, and 21 inmate debit call cost to recover the cost for 22 continuous voice biometrics. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 28 1 This is problematic because continuous 2 voice biometrics is not provided in most 3 confinement facilities. To my knowledge, it is 4 provided nowhere in Alabama, therefore, most 5 providers are charging rates that allow for 6 continuous voice biometrics without actually 7 offering it. 8 Video visitation service and prices 9 should be regulated. Providers will have you 10 believe that video visitation is not a 11 telecommunication service, and therefore not 12 subject to our jurisdiction. Nevertheless, there 13 is a telephone instrument attached to the inmate's 14 video visitation console and two attached to the 15 visitor's console. The parties converse via 16 phone. 17 Some inmate providers are pressuring 18 confinement facilities to eliminate face-to-face 19 visitation with the lure of 20 percent site 20 commissions. Providers are employing additional 21 practices, which concern me. 22 Confinement facilities incur costs for Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 29 1 providing ICS. Actual confinement facility costs 2 must be identified and recovered via ICS rates or 3 the facilities have no incentive for encouraging 4 inmate's access to ICS, to ensure the equipment 5 remains operational, and to pursue new service 6 offerings for inmates and their families. 7 When a single provider embarks on a 8 strategy to control the industry and therefore 9 exerts its will with regards to cost that all 10 providers must incur, future cost savings are 11 constrained, as are potential price reductions. 12 Additionally, such conditions may present a 13 barrier for new market entrance. 14 Currently, one dominant ICS provider 15 controls more than 75 percent of all the patents 16 in the ICS industry, and is actively shopping for 17 additional patents to add to its portfolio. Its 18 competitors must enter licensing agreements with 19 the provider or face the threat of litigation. 20 The Department of Justice has well 21 recognized guidelines for analyzing the level of 22 consolidation within a particular industry in Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 30 1 determining whether that level of consolidation 2 represents market power and/or antitrust concerns. 3 I raise this issue in order that the FCC, DOJ, or 4 other Federal agencies may consider reviewing the 5 (inaudible) practices being in the ICS industry, 6 and determine whether the practices employed by 7 one dominant provider are anti-competitive and an 8 attempt to control industry prices. 9 Before I finish I wish to acknowledge 10 Doug Dillard; we are a two-man show in Alabama. 11 Doug Dillard's on my staff and has spent the past 12 16 years researching this industry, inspecting 13 jails, talking to inmates, and corresponding with 14 sheriffs in Alabama. I thank you. 15 MR. GUDE: Thank you. Cheryl? 16 MS. LEANZA: Great. Hi, good morning, 17 everyone. 18 I want to thank my colleague Mr. Baker 19 for that really compelling testimony. 20 So I am here on behalf of the United 21 Church of Christ. It's called OC Inc., is the 22 Media Justice and Communication Rights Ministry of Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 31 1 the UCC. The ministry is actually celebrating 2 this year the 50th anniversary of the lawsuit that 3 originally gave citizens the right to have 4 standing and participate at Federal Communications 5 Commission proceedings, so we're delighted to be 6 here and see the fruits of that today, to see all 7 these regular people here participating in an 8 agency. 9 Like I think many people here today, I 10 am also here to express extreme thanks to that 11 Agency, to Commissioner Clyburn for her leadership 12 while she was acting chair, and everybody who has 13 helped move this issue forward, and taken a ten 14 year old petition and at least made that a 15 reality. 16 I have, actually, a couple of examples 17 just as tokens. We talked about thank you notes, 18 and I have a couple of thank notes from the state 19 prison in Bridgeport, New Jersey, actually. 20 I just wanted to share these because, 21 you know, these are inmates who wrote this letter 22 to Chairwomen and Commissioner Clyburn to tell her Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 32 1 thank you, and I think as all of us in Washington, 2 D.C., know although we know that the Federal 3 Communications Commission impacts people's daily 4 lives, we on the inside, or even know where the 5 FCC is know that, it's rare that regular ordinary 6 people know that a federal agency has not only 7 impacted their lives, but done something to make 8 it better, and then that they wrote a thank you 9 note. 10 Not only has this very fancy thank you 11 note come in, but also this very plain two words 12 on a piece of paper ripped off the top of a card, 13 and I think it shows, you know, who here is -- 14 they're in prison, and what are thinking about? 15 They're ripping off a piece of paper to write a 16 note to say thank you. Like, this is not a small 17 thing, even though it's just two words on a piece 18 of paper. 19 So I want to be sure that -- I will 20 submit these for the record, but I just wanted to 21 show and illustrate the impact and the benefit, 22 even though I think we have a long road to go, I Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 33 1 think there's people who this is impacting know 2 that it's impacted them and they're grateful for 3 the change. So that's really beautiful. 4 One of the things that Unitized Church 5 of Christ was able to contribute after the order 6 that I also wanted to share for the record, was 7 just some basic materials for families and for 8 prisoners, and I'm sharing it today in large part 9 because I want to be sure that lots of people are 10 able to utilize them if -- it's still a pretty 11 recent decision; February wasn't actually that 12 long ago in the lives of many people, even though 13 it was snowing then and now it's hot. 14 So we have a few things, the website is 15 UCCmediajustice.org. But they're very simple 16 FAQ's, what do I do links to state commissions if 17 you're having trouble with your local calls, so I 18 want that to be available to people, and I -- sort 19 of an illustration. 20 I want to thank the FCC, which has been 21 a pretty good partner. We had a lot of meetings 22 as we led up to the implementation of the decision Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 34 1 to make sure that people would be able to use the 2 decision, that would really benefit them, and so 3 they can always call the FCC's national call 4 number, 888-CALLFCC, if they have trouble. 5 But one of the things that I would 6 encourage the FCC to do, as we're all trying to 7 grapple with this new decision, and evaluate its 8 impact, is to go and look into its own data, into 9 its own call center, into the bureaus that collect 10 the information from the general public, tote that 11 up, share that. 12 Let's pinpoint, are there places where 13 we're seeing more calls or not, let's try to 14 figure out if there's places that need more 15 outreach, some people don't even know about it 16 yet. You know, we should be seeing some activity 17 there now that the rules are in place, and it 18 would be useful to do that. 19 So of the recommendations I have, both 20 now for the current decision, but then for other 21 future decisions, is to be sure the FCC is really 22 in a very affirmative posture. They have been Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 35 1 great, but I think at this point, now that we're - 2 - if we're having a workshop, then let's see what 3 the FCC has in its data sites. 4 So those are two things that I was here 5 -- the third thing I'm here to talk about today is 6 just to really ask the FCC to move ahead on the 7 local rates. As my colleague said, the majority 8 of calls, especially when you talk about a jail, 9 are local calls and many calls, even in prison, 10 are local calls. 11 There are, unfortunately I think, there 12 are a number of sheriffs around the country that 13 have been very vocal at the FCC docket asking to 14 the FCC to provide them special accommodation, and 15 I think -- you know, we certainly should have a 16 conversation about what's going on there, but I 17 wanted to highlight, in fact, the example of the 18 sheriff in San Francisco, Ross Mirkarimi, and I'm 19 going one to probably slaughter his name, but -- 20 who is actually working to bring down the rates in 21 his jail because he thinks they're too high, and 22 he called the high rates that were being charged Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 36 1 in the San Francisco jail immoral. 2 He said that 39 percent of the men and 3 women in his jail in San Francisco are parents, 4 and he releases some data, which I'll also submit 5 to the record; it was actually documented in the 6 San Francisco Chronicle, but 82 percent of the 7 300,000 calls in about a year from his jail are 8 local calls. 9 So the FCC's decision did a lot, but it 10 certainly did help for large numbers of the people 11 who are in the jail in San Francisco. 12 So in sum, I want to thank the FCC for 13 the opportunity and the hard work, and hope that 14 we can move ahead, looking not only at local 15 rates, but some of the other important issues, 16 like my colleague Talila will be talking about, 17 the rights for disabilities; I think there's a 18 number of pieces of unfinished business left. 19 Thank you. 20 MR. GUDE: Thank you, Cheryl. Talila? 21 MS. LEWIS: Good morning, everyone. 22 First, I would like recognize members of Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 37 1 the deaf and disability community who are here 2 with us today signaling our deep and unwavering 3 commitment to universal access and equality, and 4 then secondly, of course I would like thank the 5 FCC for hosting this panel and for seeing fit to 6 put me on it. 7 One year ago I sat here at this table 8 and I was very hopeful that or leadership would 9 take positive steps toward ensuring that Inmate 10 Calling Services were affordable and accessible 11 for all prisoners and their families. 12 Among other things, I shared that inmate 13 calling service providers, departments of 14 corrections across the nation, were both in 15 violation of federal disability rights laws that 16 mandate equal access to programs, services, and 17 activities for all people with disabilities. 18 I explained that accessible 19 telecommunications is paramount for deaf 20 prisoners, particularly because their 21 incarceration is filled with language depravation 22 that is not compared to a hearing prisoner's. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 38 1 Also, their incarceration is filled with physical 2 and sexual assault, not compared to prisoners who 3 are fully able bodied, and who are hearing. 4 Also because of their incarceration 5 experience is filled with depressing isolation 6 that leads to mental health conditions that 7 actually require that they actually have more 8 contact with people who can communicate in a way 9 that is effective for them. 10 I also shared that the FCC's own reports 11 indicate that TTY calls are 12 percent of the 12 total relay volume in the United States and that 13 75 percent of all accessible telephone calls made 14 through relay in the United States are actually 15 made through video phones. But despite that fact, 16 at that time, only three prisons across the nation 17 had videophones installed. 18 Today we are all here again holding out 19 hope for meaningful action from our leadership 20 because notwithstanding the Commission's September 21 26th order, thousands of deaf and hard of hearing 22 prisoners across the nation, and prisoners with Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 39 1 speech challenges are continuously and continually 2 disconnected and cannot communicate with family, 3 loved ones, advocates, anyone. 4 While we applaud the Commission's 5 efforts to ensure that rates for Inmate Calling 6 Services are just, reasonable, and fair, we again 7 remind the Commission that there is no fairness 8 without equality. Anything short of a Commission 9 order mandating universal accessibility for Inmate 10 Calling Services for departments of corrections 11 across the United States will leave countless 12 prisoners and their family members exactly where 13 they were prior to the Commission's decision, 14 which is completely disconnected. 15 HEARD's deaf prisoner phone justice 16 campaign, which is now in its 18th month, 17 mobilized unprecedented participation from deaf 18 prisoners across the nation. More than 100 deaf 19 prisoners submitted comments, as did family 20 members of deaf prisoners, deaf family members 21 with hearing incarcerated loved ones, and 22 organizations including the American Civil Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 40 1 Liberties Union. 2 Among other things, these prisoners 3 requested very basic things like operational, 4 affordable, and equal telecommunications access, 5 including videophones, caption telephones, working 6 TTY's that they actually have access to, and rates 7 that take into account the despairingly slow and 8 consistently unreliable communication via TTY from 9 prison. 10 Last year I believed that simple 11 principals of equity and justice would lead those 12 in positions of power down the right road, and so 13 I spared you many details of what goes on in our 14 prison system for people who have disabilities, 15 and people who are deaf. 16 I did not tell you that in the past 17 three years there have been just three weeks where 18 I did not receive a report from a deaf prisoner, 19 and advocate, or a loved one about physical or 20 sexual assault of a deaf prisoner. That countless 21 deaf prisoners do not sleep or shower for fear of 22 sexual assault. That deaf prisoners have traded Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 41 1 their bodies to make telephone calls with loved 2 ones through hearing prisoners who have complete 3 and full access to telecommunications. 4 I did not tell you that as rampant as 5 sexual assault is against people with disabilities 6 and deaf prisoners in our justice system, or 7 correction system, that of the 500 prisoners that 8 we have found, not one can access the stop rate 9 hotlines or the FCC hotline that Cheryl here just 10 mentioned, to make note of the things that are 11 going on in our prisons. That is how isolating 12 being deaf in our prisons is with the current 13 system. 14 I have not told you how multiple cases 15 of deaf wrongful conviction that HEARD believes 16 are probably cases of wrongful conviction, we 17 cannot even investigate because we cannot 18 communicate with those who communicate in ASL, 19 because video phones are not set up in prisons 20 across the nation. 21 I did not share that deaf prisoners 22 report abuse most often after filing grievances Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 42 1 about lack of communication access at prisons, 2 including lack of access to telecommunications. 3 Or that solitary confinement is often used as a 4 substitute for the provision of accommodations 5 for, and protections to, this group of 6 individuals. 7 I share these to illustrate two main 8 things. The first is that there's an ongoing 9 crisis in our prisons, particularly related to 10 conditions of confinement for people with 11 disabilities, and people who are deaf, and second 12 to dispel the myth that this is a deaf problem, 13 that this is an incarcerated person problem; this 14 is an American and societal problem that needs to 15 be addressed immediately. 16 Since all departments of corrections and 17 ICS's have the same requirements under federal 18 law, that all people with disabilities should be 19 included, not retaliated against, and have equal 20 access to programs, services, and activities at 21 any prison receiving federal funding, and in any 22 public accommodation, which the Supreme Court has Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 43 1 determined that prison are a public accommodation, 2 and that the Supreme Court has established that 3 everything that we determine about conditions of 4 confinement should be based on the concept of 5 evolving standards of decency, then we should make 6 sure that ICS companies, providers, and 7 departments of corrections are fully aware of 8 disability rights, and what disability access 9 looks like. 10 The only way to do that is from our 11 people in positions of power, people in the 12 Federal Communications Commission, people at the 13 Department of Justice, please take action on this 14 issue. 15 I have other information about state 16 campaigns but I will hold those for questions. 17 Thank you. 18 MR. GUDE: Thank you. Jesse? 19 MR. WIESE: Thank you. Thank you to our 20 moderators, Chairman Wheeler, Commissioner 21 Clyburn, and Commission Rosenworcel. 22 Justice Fellowship is the advocacy Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 44 1 division of Prison Fellowship Ministries and works 2 to reform the criminal justice system by advancing 3 the principals of restorative justice. 4 Prison Fellowship is currently active in 5 over 380 prisons in the United States and remains 6 the largest prison ministry in the world. 7 Through Justice Fellowship, Prison 8 Fellowship Ministries has advocated for Inmate 9 Calling Service reform for several decades, and 10 its grateful to the Federal Communications 11 Commission for recognizing this as an important 12 issue, and for adopting reasonable rate caps for 13 interstate phone calls. 14 Though the impact of interstate only 15 reforms may not appear to be substantial in light 16 of the larger problem of intrastate calls, it is 17 important, I think, to emphasize that these 18 reforms do provide a positive impact on thousands 19 of family's budgets. 20 As someone who was incarcerated for over 21 seven years with the majority of my family being 22 out of state, I can personally attest that this Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 45 1 simple reform would have saved my family thousands 2 of dollars. 3 In addition to these long await fiscal 4 savings these reforms have an impact on public 5 safety. Research has shown that maintaining family 6 relationships is a significant factor in the 7 reduction of recidivism. 8 For example, the Jane Adams Center for 9 Social Policy and Research determined that family 10 roles and relationships are important in reentry 11 planning. Family connections and other social 12 networks impact not only families and children's 13 well being, but also the achievement of social 14 goals such as the reduction of crime, and the 15 building of vibrant communities. 16 Additional research shows that released 17 prisoners who had closer family relationships and 18 stronger family support, were more likely to have 19 worked after release and were less likely to have 20 used drugs. 21 These findings have long been recognized 22 by corrections officials, and even the Federal Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 46 1 Bureau of Prisons states that telephone privileges 2 are a supplemental means of maintaining community 3 and family ties that will contribute to an 4 inmate's personal development. 5 When released prisoners have a 6 supportive family they are more likely to find a 7 job, less likely to use drugs, and less likely to 8 be involved in criminal activities. 9 Creating easily accessible and 10 affordable communication mediums helps maintain, 11 and in many instances, rebuild these important 12 family ties. 13 In light of this public safety impact, I 14 would strongly encourage the FCC to extend the 15 price caps to other communications within it 16 jurisdictional authority, such as international 17 calls. I would also suggest that the Commission 18 begin to closely monitor the costs of other 19 interstate communication mediums, such as email, 20 video conferencing, and voicemail. 21 Long distance communication by telephone 22 is quickly becoming a medium of the past, and Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 47 1 though the bureaucracy of corrections is typically 2 slow to implement technological changes, state and 3 federal corrections are beginning to shift to more 4 advanced communication methods, and if history is 5 any indicator, it is only a matter of time before 6 these updated forms of communication will be 7 subject to the current immoral policies we find 8 ourselves fighting today. 9 Despite the Commission's recent reforms 10 on interstate calls, there is still much work to 11 be done in bringing relief to the millions of 12 American families with an incarcerated loved one 13 who reside in the same state. 14 Intrastate calls vastly outnumber 15 interstate calls and much of the heavy lifting is 16 now left to the states. 17 Though we don't believe the Commission 18 should regulate intrastate calls, it can still be 19 a vital part of the reform process by becoming a 20 substantial resource for state public utility 21 commissions that desire to implement similar 22 reforms. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 48 1 Assisting state public utility 2 commissions and organizations such as the National 3 Association of Regulatory Utility Commissioners to 4 provide educational forums such as the one we are 5 sitting at today, or workshops on how to 6 successfully implement similar inmate calling 7 service reforms at the state level, as well as 8 encouraging other forms of communication, could be 9 very helpful in advancing meaningful reform. 10 Justice Fellowship strongly believes 11 that these unjust prison telephone policies must 12 be eradicated. 13 Adopting such policy reforms will 14 facilitate more communication between incarcerated 15 men and women and their families enabling them to 16 draw from the encouragement and accountability 17 that those relationships provide. 18 Keeping these relationships a priority 19 enhances the well-being of men and women who are 20 incarcerated, and protects the well-being of our 21 communities. 22 Justice Fellowship looks forward to Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 49 1 continuing this dialogue with the FCC, and will 2 continue to work with the state and local 3 governments on this important reform. 4 Thank you. 5 MR. GUDE: Thank you, Jesse. 6 Karina? 7 MS. WILKINSON: Hi. I also want to 8 thank the Commission for the opportunity to speak 9 here today, and for their leadership. 10 New Jersey has high rates and 11 commissions, and just two inmate phone service 12 providers operating in the state, Global Tel Link 13 and Securus, so I wanted to describe the changes 14 that have happened since the FCC order was 15 implemented. 16 For state prisons the Department of 17 Corrections in New Jersey eliminated their 18 commission that netted the state $4 million last 19 year, and dropped the flat rate of $.33 eventually 20 to $.17 for both inter and intrastate calls. The 21 initial negotiations dropped the rate to $.19 on 22 February 11th, and then separate negotiations on Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 50 1 the March contract renewal dropped it to $.17. 2 Neither the state nor the counties 3 negotiated any change for the intrastate rates for 4 the county jails, they only changed the interstate 5 rates to meet the caps and the phone companies 6 eliminated the commission on the interstate calls 7 only. 8 So intrastate rates remain high, in some 9 cases more than twice as much as the interstate 10 cap, so the calls are $7.75 or $8.50 for a 15- 11 minute call in most of the counties in New Jersey. 12 Prior to the order some of the interstate rates 13 has been as high as $15 for 15 minutes. 14 Bergan County, New Jersey, is the only 15 county that independently contracts with Global 16 Tel Link. Though public records requests we 17 received a letter from Global Tel Link to Bergan 18 County Sheriff's Department offering to raise 19 other rates and fees, presumably the interstate 20 rates, to offset the losses from GTL's eliminating 21 the commission on interstate calls following the 22 FCC order. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 51 1 Bergan County is scheduled to put out a 2 request for proposals for a new contract sometime 3 this summer. The board had approved the request 4 going out last December. 5 Though either of the two ways that the 6 counties can contract independently or though the 7 state contract, no county takes less than 50 8 percent commission. The highest in New Jersey is 9 70 percent. 10 In terms of our New Jersey Phone Justice 11 campaign, we had already been gathering the data 12 from the state DOC and all the counties, and last 13 year we had updated all that data. Once the order 14 went into effect we redid our public records 15 request to see what changes had happened. 16 Over the past several year's attempts 17 have been made to get similar legislation to what 18 the legislation that exists in New York, where 19 they eliminated commissions and made the winning 20 bids have lowest rates rather than highest 21 commissions. 22 The governor in New Jersey and the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 52 1 legislature overall where unwilling to make the 2 sacrifice, though we have support from individual 3 legislators. 4 In response to the FCC order the state 5 eliminated the commissions but the contract is up 6 for renewal in September. The county intrastate 7 rates, except for the most local calls, as I said, 8 remain higher than the new interstate rates. 9 We have consistently heard from 10 immigrant detainees about the burdens of high 11 rates, and because most of the rates weren't 12 coming down to even the safe harbor rate, and 13 because we saw little change of getting 14 legislation, in late April our coalition filed a 15 petition with the New Jersey Board of Public 16 Utilities asking them to regulate rates and cap 17 them at $.05 per minute, comparable to what New 18 York State has, and we also asked for the 19 elimination of commissions. 20 You can find our petition at 21 NJPhoneJustice.org. The petition was filed in 22 collaboration with the New York University School Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 53 1 of Law, Immigrant's Rights Clinic, Latino Justice 2 Praldev (ph), the New Jersey Institute for Social 3 Justice, and the Firm of DLA Piper. They all 4 worked on the petition and we have many more 5 supporting organizations, including the ACLU of 6 New Jersey. 7 We came to the issue because New Jersey 8 has some 2,000 jail beds that are contracted for 9 use by Immigration and Customers Enforcement. 10 Immigrant detainees, since they are in 11 administrative proceedings, have no right to an 12 attorney if they cannot afford one for their 13 immigration cases. They need to gather documents 14 to present to the court, so having fair phone 15 rates is critical for them. 16 The other thing that I'll mention is 17 that we started in Newark because we discovered 18 that as the expansion of detention beds in Newark 19 was taking place a new contract was signed between 20 Homeland Security and Essex County in 2012, and in 21 that contract the county was prohibited from 22 commissions on immigrant detainees calls. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 54 1 We wrote to the county executive and 2 informed ICE's Newark Field Office Director. The 3 written response from the county was that they 4 would not eliminate the commissions, and would 5 only lower phone costs if they would keep the 6 revenue the same. 7 So we calculated that the county makes 8 approximately $900,000 per year on calls by 9 inmates and detainees, so they're tied to the 10 state contract so any renewal or change in the 11 commissions for Essex County would also come up in 12 September. Thank you. 13 MR. GUDE: Thank you, Karina. Finally, 14 Paul? 15 MR. WRIGHT: Hi, I'm Paul Wright from 16 the Human Rights Defense Center, I'd like to thank 17 the FCC Commission for inviting me to speak today, 18 and I'd also like to thank the Commission two for 19 the leadership its shown on the issue of prison 20 phone rates. 21 The Human Rights Defense Center was also 22 one of the organizations that founded the Prison Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 55 1 Phone Justice Campaign to bring public awareness 2 and attention to the issue of prison phone rates, 3 and we encouraged the FCC to act starting back in 4 2011, and while the interim rate caps have been 5 great, as we heard from previous speakers, there's 6 a lot to be done. 7 One of the things that is still an 8 issue, of course, is the issue of jails and calls 9 from local detention facilities and the in-state 10 calling rates. 11 Some of the things, as far as numbers 12 go, is we looked at the Los Angeles Jail, it's the 13 largest jail in the country, and their phone rates 14 are also among the highest. The jail receives a 15 67 percent commission on the phone calls made, and 16 that's totaling over $40 million a year. 17 When we think about the numbers, on any 18 given day the Los Angeles Jail is averaging around 19 21,000 prisoners a day, which is larger than the 20 populations of the five smallest prison systems 21 combined. For example, it's more than the prison 22 system of the State of Vermont, which around 1,500 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 56 1 to 1,800 prisoners. So the numbers are fairly 2 large and there's a lot that remains to be done. 3 So far we have eight states that do not 4 receive commissions on their phone calls, and I 5 thin its telling that in all eight of those 6 examples the decision to not accept commissions 7 from the telecom industry was the result of 8 outside action from the utilities commission, the 9 legislature, or the government's office through 10 executive action. 11 I think it's also critical that we note 12 that in no cases that a requirement, or a demand, 13 that prison and jail accept commissions or 14 kickback from the telecom industry and they gouge 15 consumers. In fact, it's a perverse world indeed 16 where we have a situation where contracts are bid 17 out based on how much money is going to go to the 18 agency rather than who can provide the lowest cost 19 to the consumer. 20 In at least four states, this includes 21 Virginia, Colorado, Florida, and Tennessee, the 22 utilities commission either does not have Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 57 1 authority, or the courts have held they do not 2 have authority to regulate the cost of prison 3 telephone calls, which leaves the FCC as the only 4 regulatory body that would have that authority to 5 do so. 6 The previous speakers have noted the 7 high impact that ancillary fees have also caused 8 on consumers who receive calls from people in 9 detention facilities. This continues to be an 10 ongoing issue, and in fact is one that's largely 11 been unaddressed by most of the regulatory reforms 12 we've seen in different parts of the country. 13 Some of the utility commissions that 14 have tried to address this have been the Louisiana 15 utilities commission, and despite an order that 16 the cease collecting the ancillary fees, the 17 telecoms in that state have continued to do so in 18 defiance of the state utilities commission. 19 Some of the issues that we've also seen 20 too, I think as Commissioner Baker referred to is 21 as the balloon that you step on in one place it 22 bulges out somewhere else, is we also see some of Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 58 1 the contracts, for example, in Washington state -- 2 in Washington State, which has historically had 3 some of the highest prison phone rates in the 4 country, the Washington DOC has received a $5.1 5 million upfront fee at the signing of the contract 6 each year, and one of the things is that they 7 don't have a -- they do not have -- the calls are 8 not being billed per minute, rather the calls are 9 being billed on the flat fee for a 15 to 20 minute 10 call, which results in a very high individual per 11 minute fee, if that's calculated out. 12 We also have situations there were many 13 times the calls are not able to be for the entire 14 20 minute duration, rather they're cut off before 15 then. We also have quality of service issues that 16 permeates the ICS industry as well, that are not 17 really addressed by the issue of fees. 18 For example, calls that are prematurely 19 terminated resulting in call backs and more fees 20 and more charges. These, I think are issues that 21 need to be addressed by the FCC as sell. 22 So we'd like to applaud the fact that Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 59 1 FCC has shown leadership on this issue, and needs 2 to continue to show the leadership and enforce its 3 statutory duty and responsibility to ensure that 4 all consumers have access to fair and reasonable 5 phone rates, even if those consumers have loved 6 ones who are in detention facilities. 7 Nothing will show prisoners that the law 8 applies to everyone more than enforcing the rule 9 of law for everyone, even prisoners and their 10 families, and protecting them from rapacious 11 gouging by ICS providers and the government 12 agencies, and ending the process of monetizing 13 human contact. 14 Recognizing the right to communication 15 as a human right and a fundamental one that should 16 not monetized, and enforcing the FCC's mandate 17 that phone rates be reasonable and fair is, I 18 think the obligation of the FCC and one that we 19 hope they will extend to the instate phone calls 20 as well. Thank you very much. 21 MR. GUDE: Thank you very much. I think 22 that was very helpful. Now, I'd like to start out Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 60 1 with a discussion and really open it up for folks 2 to share your thoughts across so we make ask 3 questions to individuals, but feel free to jump 4 in, even if your name wasn't called for the 5 question, and feel free to share your thoughts. 6 Cheryl? 7 MS. LEANZA: May I just make one point? 8 I know both Darrell and Paul had mentioned 9 something about the differences between jails and 10 prisons, and that's a very important point, and I 11 do want to mention that we'll be discussing it 12 later this afternoon in Panel Three. So we will 13 circle back and talk about that later. 14 MR. GUDE: Okay. But the first question 15 I wanted to ask is, as we have investigated the 16 issue, clearly site commissions is a running 17 theme, and we've heard it in many of your opening 18 comments as well. We've heard it from all sides in 19 this debate that site commissions are a 20 significant, if not the significant driver of 21 costs in very high phone rates in the ICS 22 industry. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 61 1 On the other hand, we've heard from 2 facilities saying the charges, or the payments, 3 the site commission payments that are made, are 4 used for many times critical services that benefit 5 inmates, benefit those incarcerated individuals, 6 whether it be through different simple things of 7 board games and entertainment, whether it be 8 blankets, whether it GED programs; lots of other 9 inmate benefits, or services. 10 The question that we have as a 11 Commission is, one, is it appropriate and 12 consistent with the Act for the Commission to even 13 look at that? The Act itself says just, 14 reasonable, and fair. So is that even appropriate 15 for the Commission to look at? 16 But from a consumer end, from an 17 advocate for inmates, what are your thoughts on 18 the potential loss of such services, and how that 19 would play out? 20 MR. WRIGHT: I'd like to address that. 21 I think as far as -- this is one of the excuses 22 that I think has been used as a reason and a Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 62 1 rational to try to maintain these high kickbacks. 2 In some states, for example Georgia, the Georgia 3 Department of Corrections states that it uses the 4 bulk of the phone commissions that are received to 5 provide mental health treatment for mentally ill 6 prisoners. 7 I think it's one of those things that 8 once a state chooses to incarcerate people the 9 have certain constitutional obligations to meet 10 and providing mental healthcare is one of those 11 obligations, and does anyone really think that the 12 State of Georgia is going to stop providing mental 13 health care treatment, force mentally ill 14 prisoners, if say for example, prisoners stop 15 making phone calls. These are, I think, some of 16 the fallacies with this. 17 I think it's also critical to note that 18 there's no obligation or statutory duty that -- as 19 to what states do with the money the received from 20 the phone commissions that they receive, and some 21 states it reverts to the general fund, in other 22 states it may go to Department of Corrections, and Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 63 1 there's no obligation or duty that the money 2 actually go to benefit prisoners. 3 Even if it does, I think we're 4 forgetting that we're not writing on blank state 5 here. Prisons have had telephone services since 6 the early 1970s. The commissions and the kickback 7 model did not come into vogue until the late 8 1980s. So we have a 20-year period where services 9 were provided to prisoners and they were paid for 10 from other sources, such as commissary sales, 11 donations, and other means. 12 So it's not like if the money goes away 13 these services are not going to be provided, and 14 we have the example of eight states that 15 eliminated commissions. New York State was 16 receiving over $20 million a year from phone 17 commissions before they eliminated commissions. 18 Last I heard the New York Department of 19 Correctional Services are still functioning and 20 services are still being provided to prisoners, so 21 I would respectfully submit to the FCC that this 22 whole argument is, for lack of a better term, a Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 64 1 red herring. 2 MS. LIEN: I just wanted to make two 3 points. I just want to make two points on top of 4 Paul's excellent advocacy, as always. First of 5 all what's really inappropriate about these fees 6 is that they fall disproportionately and only on 7 the families of the incarcerated. We don't have - 8 - when we have taxes to take care of our public 9 parks and our national defense we don't tax on 10 particular part -- if you're a family of soldier 11 then you have to pay more to call them, because 12 it's really expensive to run the Army. I mean, 13 that's not fair. 14 That's -- these people already are 15 undergoing a lot of difficulty in their lives, 16 there's no reason why friends and family have to 17 be the one to support the services that are 18 required to be given, as Paul said. 19 I think the second thing goes to a 20 Communications Act point, which is that, no, 21 unfortunately the FCC, whether it's good or not 22 good, the FCC is not permitted to allow an Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 65 1 unreasonable rate because it's done for a good 2 cause. If Verizon suddenly wanted to charge 3 certain mobile phone users a really high rate, but 4 they're like, but don't worry, we're going to take 5 all the money and we're going to give it to a 6 really good cause, it's still illegal; you can't 7 do it. 8 So I mean, I think whatever the 9 justification is in the minds of the folks who are 10 collecting those fees, the Federal Communications 11 Commission has to enforce its statute, which I 12 think has a consequence of actually being fair 13 because you don't want certain consumers to 14 subsidize particular services, that's very unfair, 15 but I don't think that the Commission really has 16 the ability to look to into it, even if it wanted 17 to. 18 MR. GUDE: Thank you. Darrell, I wanted 19 to bring you into this conversation, willingly or 20 unwillingly, because I know this has been a 21 challenge for everyone looking at this industry, 22 and your thoughts on this question, and the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 66 1 broader challenges that you faced as Alabama 2 looked at reform. 3 MR. BAKER: Well, I'm not here to 4 advocate for or advocate against site commissions. 5 The way that we look at it is the have been a 6 fact, they are there, and at the state and local 7 level governments are required to balance their 8 budgets. So we have to consider the public 9 interest, in terms of those budgets and policy 10 makers have to be given an opportunity to adjust 11 if those site commissions are reduced. 12 I think it would be equally wrong to 13 come in and immediately flash cut and say you have 14 to remove this from your budget, and then you 15 create a funding crisis at the state and local 16 level. 17 So that's why Alabama is looking at 18 transitioning these rates down. 19 MS. LIEN: Jesse, I have a question for 20 you, you mentioned that you don't believe that the 21 FCC should regulate local calls. You want to 22 expand on that for us, please? Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 67 1 MR. WIESE: You had to ask me that 2 question. Yeah, I will just enter a caveat; I'm 3 not an expert here, but just jurisdictionally from 4 what I've looked at, but listening to Peter here 5 on states that may have determined that they 6 cannot regulate the calls within the state, their 7 utility commission, perhaps the FCC may have 8 jurisdiction. So I'd have to look into that a 9 little bit more. 10 But just from our perspective 11 organizationally, we are strong believers in 12 federalism so trying to keep the reach of the FCC 13 within its property boundaries, as well as trying 14 to utilize the great reform that's happened here 15 in other states as well. So just trying to marry 16 the two there. 17 MS. LIEN: I'd like to follow up a 18 little bit with Darrell. You've mentioned a few 19 points; you've talked a lot about what's happened 20 in Alabama. Can you just back up a little bit and 21 perhaps give us a little bit higher level view of 22 what has led to the very hard work, and the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 68 1 granted interim, but the reforms that led to the 2 order that came out on Monday afternoon? 3 MR. BAKER: We actually began our look 4 at reforming Inmate Calling Service approximately 5 ten months before the FCC order came out, and our 6 order came out in October of 2013. There was a 7 comment cycle, and since that comment cycle we 8 have developed this order and put a lot more 9 research into the industry, and what's going on, 10 and there is a comment cycle for this order that 11 will last to August 11th. Then the proposed 12 implementation date is October 1. 13 But once -- it's not over. I mean, in 14 our order we establish that we're going to 15 continue with cost studies, and we are looking at 16 doing cost studies every three years. So this is 17 just the beginning, it's not the end, and these 18 are interim rates. 19 MS. LIEN: Can I follow up on something 20 more specific too? You had mentioned that, and I 21 did your order, you had mentioned that you found 22 that FCC, the Federal Communications Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 69 1 Communications dealings with voice biometrics to 2 be problematic. Can you expand on that a little 3 bit, please? 4 MR. BAKER: Yes. In the FCC's 5 proceeding they looked at Pay-Tel's cost for 6 inmate debit and for pre-paid collect cost, and 7 they added two cents per minutes to it. That is 8 for recovering continuous voice biometrics. The 9 only problem is, in most cases, there are no 10 continuous voice biometrics in confinement 11 facilities. 12 There is voice authentication where you 13 do a voice match of the inmate as they get on the 14 phone to verify that it's them. The continuous 15 voice biometrics goes from that point through the 16 rest of the call. In most cases that's not 17 employed in most confinement facilities. 18 So if you have allowed for continuous 19 voice biometrics, and it's not being provided, 20 then I would conclude that some are being 21 overcharged. 22 MR. GUDE: Talila, I'd like your Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 70 1 thoughts, further thoughts, on what changes you've 2 noticed since the Commissions rules have gone into 3 effect, and what more needs to be done with, as 4 you mentioned in your opening, within the 5 Commission's jurisdiction. What can the 6 Commission do? And what could the Commission do 7 that -- what worked and what didn't work, in terms 8 of on the interstate side, and as the Commission 9 looks at what further to do, what gaps have come 10 out, at least at this point. 11 MS. LEWIS: So to be clear, right now 12 deaf prisoners across the nation don't have access 13 to telecommunications. I mean there are a few 14 prisons where videophones have been installed. I 15 think the big change hasn't actually come from the 16 order necessarily, but from the increased dialogue 17 surrounding disability justice. 18 So many people, including some of the 19 folks in this room, who are presidents of 20 telephone companies, came to me saying, hey, I 21 thought what we had in our prison was sufficient; 22 tell me more. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 71 1 So it's clear that people are 2 interested. Departments of corrections have 3 contacted me. But this shouldn't be something 4 that me, the all-volunteer leader of a non-profit 5 organization that is all volunteer should be 6 providing. 7 This should be information that's 8 provided by people in positions of power so we 9 don't have to do this individual by individual, 10 you know, basis education. 11 What I see as -- that would beneficial 12 coming from the FCC would be guidance about 13 disability. The FCC just established an all ASL 14 consumer complaint hotline. Clearly, the FCC 15 understands deafness, they understand disability, 16 and it's easy enough for the FCC to then provide 17 the information that it has in house in the next 18 order to people who are interested in making sure 19 that their services are accessible. 20 That's something that doesn't require 21 any authority per say, but just requires someone 22 taking the time to move it from one order to the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 72 1 next. 2 That's what I want to see at least at 3 base, and there needs to be a strong emphasis from 4 the FCC on providing updated telecommunications, 5 which since we know that more than 75 percent of 6 relay calls from videophones, why are there only 7 video phones in six prisons across the nation? 8 Why isn't the FCC and the Department of Justice 9 saying more on this topic? 10 I believe that actually making 11 information available to departments of 12 corrections, to inmate calling services, and to 13 family members so we know how we could be 14 advocating, and loved ones, and advocates, and 15 attorneys, that's actually what would be more 16 beneficial than saying nothing on the topic at 17 all. 18 MS. LEANZA: I wanted to endorse sort of 19 that approach. I think particularly in Washington 20 when there's so many agencies with complex 21 jurisdiction, and obviously the FCC has certain 22 amounts of jurisdiction, but it has other Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 73 1 limitations, but I think there's a huge service to 2 be made just in articulating those outlines. 3 Well, who does have jurisdiction? Who does that? 4 Who's the staff member that does it? Who could 5 have a meeting? Can you convene another meeting? 6 Can you convene a workshop? Can you convene a 7 workshop that brings in other governmental 8 agencies? Can you bring in leaders of state 9 prison associations to have -- I mean, I know 10 there's -- I think there's a panel later today 11 that maybe will touch on a little bit of this, but 12 I think there's a lot that you can do sort of from 13 a bully pulpit. 14 You know, it think Commissioner Clyburn 15 is a great leader, and it might be something she 16 or others would want to consider as just bringing 17 folks together, letting them know who to call, 18 letting them know what a best practice is. 19 So those don't require any authority 20 whatsoever, it just requires leadership and 21 information, and it's easy to undervalue when 22 you're inside a federal agency, the amount of Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 74 1 knowledge that you have about how things work, and 2 how easily you could probably, you know, open a 3 couple of doors at least to know who is the right 4 person to have in the room. 5 So you know, when somebody is an 6 advocate on the outside that can be extremely 7 opaque. So I think there's a huge value in just 8 getting the information out there. Then obviously 9 pushing as you can on your authority to remedy 10 this grave injustice, but there's a lot that can 11 be done just with a little person power. 12 MR. GUDE: Thank you. I think obviously 13 this workshop is part of our bully pulpit of 14 getting information out and trying to get broader 15 knowledge. 16 But it also helps us to understand what 17 these specific issues are as we delve into the 18 area further, the specifics don't always trickle 19 up to the Commission, so again, we thank you all 20 for coming in and sharing that with us. 21 Let me ask Paul a question. You had 22 mentioned in your opening statement that dropped Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 75 1 calls continue to be a problem, but the ICS 2 companies in many cases have told us that either 3 that's not a problem, or not a significant problem 4 going forward. 5 Maybe you can share your thoughts a 6 little bit more on what you're hearing on the 7 dropped call issue. It clearly is a problem when 8 it comes to the rate structure. But how is that 9 actually playing out in the real world? 10 MR. WRIGHT: The reports that we get 11 from prisoners around the country and their family 12 members, and people who are intact with prisoners, 13 and our organization also receives calls from 14 prisoners as well from around the country, is low 15 phone call quality continues to be an issue, and 16 also dropped calls. 17 Ostensibly, the dropped calls are often 18 a result of so-called three-way call detection 19 systems. My understanding is that what a three-way 20 call detection system does is it detects other 21 noises. Often that other noise can be someone 22 coughing, clearing their throat, or just Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 76 1 background noise, which is very common in 2 detention facilities, and this leads to the calls 3 being dropped. 4 Then when the call is dropped the 5 prisoner has to call back again, which leads to 6 another hook up fee, and a larger charge, and I 7 think this is something that it artificially 8 inflates the costs of the calls above and beyond 9 the already high rates. 10 We're consistently getting reports 11 nationally about continued dropped calls. 12 MR. GUDE: Has that changed at all in 13 your sense since the Commission's order went into 14 effect? 15 MR. WRIGHT: No, we haven't seen any 16 change in that. This has been a constant thing 17 for at least the last ten years or so, and I think 18 it started with the implementation of the so- 19 called three-way call detection systems. 20 MS. LEWIS: Can I just add to that? I 21 would like to see that folks calling through 22 TTY's, the few TTY's that are actually functional Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 77 1 in our prisons actually have a worse situation 2 with respect to dropped calls. One, because calls 3 take exponentially longer when you're typing and 4 English is not your first language. 5 Two, because these limits that exist 6 anyway, there's a 15 minute cap on most calls, 7 really just for the deaf person who has to connect 8 to relay, that takes eight minutes in and of 9 itself, so the deaf person is left with six 10 minutes to get -- talk to their attorney, or their 11 loved one, and then they have to do the call all 12 over again, which clearly skyrockets very quickly. 13 Deaf people are still being charged a 14 surcharge to use relay in prisons across the 15 nation. That hasn't changed since the last time I 16 was here either. 17 Yes, dropped calls, I experience dropped 18 calls with prisoners who call me all the time, but 19 it's often because the -- well, I won't get into 20 all the technicalities of how a TTY works, but you 21 all understand how TTY's work, and it's through 22 sound. It's like Morse code, so if there's any Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 78 1 sound in the prison, and we know that there's tons 2 of sound in a prison, the call is going to be 3 perceived as there's some third-party, or what 4 have you. 5 So it's certainly an issue that affects 6 us, and I think we actually pay lot more for it. 7 MR. WEISE: Yeah, I'd like to add to 8 Peter's comment if I could, as well as perhaps 9 implicate myself in the process. 10 You know, when I was in prison I had the 11 fortunate ability to have my father, who was 12 middle class -- you know, I quickly looked at the 13 phone rates and realized I was going to pay about 14 $15 for 15 minutes, but a local call was a mere 15 $2. 16 So I quickly ascertained, well, what I 17 need to do is get a local number. So I had my 18 father purchase a cell phone, get a local number, 19 I'd call that cell phone with the local number, 20 then I would have him forward the call to whoever 21 else I wanted to talk to. They would forward the 22 call, and then I could talk to anybody I wanted to Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 79 1 with -- for a mere $2 for 15 minutes. 2 For Peter's -- you know, with the three- 3 way calling system, that's what it's there to 4 detect, so that, you know, number one, for a 5 number of reasons. First, they want to be able to 6 monitor who you're calling and a three-way system 7 lets you call whoever you want, and secondly it's 8 the more local numbers you have the less money you 9 get on the backend. 10 So I just bring that up because I think 11 there are ways that people will figure out how to 12 make cheaper phone calls, and I think one of the 13 things you see in a prison system today is this 14 growing concern of cell phones being snuck into 15 prisons, and there's obviously security concerns 16 with cell phones in prisons, but I also think it's 17 a result of this exorbitant high cost that we have 18 of people wanting to communicate with their loved 19 ones. 20 You also see kind of this raising up of 21 corporations who will, in essence, you pay a 22 monthly fee, $8 or whatever it is, and they will Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 80 1 give you a local number that then somebody can put 2 on their call list, and then you can make a local 3 call, as opposed to a long distance call. 4 So I think there are ways that people 5 are looking -- I like the balloon analogy that he 6 said, because I mean, people are going to find a 7 way. There's a little bit of a free market in 8 there somewhere, and people are going to try to 9 find how to make the cheapest phone call. 10 I think there are -- what I've really 11 learned through this whole process in advocating 12 for this, is there are many ways to attack the 13 dragon. I think perhaps coming at even 14 departments of corrections and say perhaps you 15 offer the ability for families to secure a local 16 number. Perhaps that's one way that you can do 17 that. 18 So I just really -- yeah, the hang ups, 19 and all of that, is a continual problem in our 20 prisons. 21 MS. LIEN: Thank you, Jesse. Darrell, 22 how have you dealt with this in Alabama? Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 81 1 MR. BAKER: Just last week I was in the 2 Elmore County, Alabama, detention facility as we 3 spoke with inmates in ever cell block, and two a 4 man they said their number one problem is dropped 5 calls. 6 It's dropped calls due to suspected 7 three- way call violations. This is why that's 8 happening; the software that screens for suspected 9 three-way calls is searching for DTMF signals, 10 which is Dual Tone Multi Frequency, it's when you 11 key in a number on your touchpad on your telephone 12 you'll hear the various tones that are sending 13 that call to a third- party, or forwarding that 14 call. 15 So you can adjust the sensitivity of the 16 software to, obviously block more calls, or knock 17 off more calls, and that's what's happening. 18 You're getting a lot of background noise and those 19 calls are being bumped off. 20 If you have rates that have a set up and 21 a per minute charges on top of it, what happens is 22 those inmates have to go through that calling Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 82 1 process again, and they get charged again. 2 Now, with the postalized rates that the 3 FCC has recommended, and Alabama has recommended, 4 that's going to be less of a problem. There won't 5 be a need to refund, and the inmates if they are 6 knocked off can recall again and the charge will 7 not be a problem, except the single payment 8 services. 9 You've got to continue to monitor single 10 payment services because they're going through 11 that screening process too for three-way calling, 12 and if they're bumped off at some of those rates, 13 $14.99 and $9.99 for those calls, they'll have to 14 go back through and be charged those rates all 15 over again if they're bumped for three-way 16 calling. So we've got to look at that process. 17 MS. LEANZA: In considering that issue, 18 I wonder if the Commission couldn't -- I don't 19 know, for example, when the Commission did it's 20 last order there, and obviously that's still -- 21 that's stayed at the moment, there's sort of a 22 presumption of when a rate is appropriate or not Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 83 1 appropriate, and then a process to prove whether 2 it is appropriate or not, I'm wondering if as the 3 Commission gathers more data on these incidents, 4 whether the type of call pricing, which 5 incentivizes problems like dropped calls, because 6 that increases the volume and increases the 7 revenue, could possibly be a flag, or something 8 that requires further justification. 9 Whereas if a prison or a jail had a rate 10 structure that was more likely to incentivize 11 appropriate use of the technology, and not abuse 12 of the technology to increase rates, that might be 13 a way to incorporate it into the FCC's framework 14 that it's used in that past that would -- you 15 know, it would help address this issue without 16 being so -- you know, without doing something 17 that's very specific, but that would at least be a 18 step in the right direction. 19 MS. LIEN: Karina, we haven't heard from 20 you in a while. I have two different questions 21 for you. One is, could you please discuss the 22 petition filed at the New Jersey of Public Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 84 1 Utilities and what prompted that petition, which I 2 know you touched on briefly, but if you could 3 expand a little bit? 4 We also have question from outside, 5 which said you mentioned several examples of 6 counties accessing high commission on local prison 7 calls; how much do high commissions contribute to 8 the overall problem of high ICS rates? 9 MS. WILKINSON: Well, we've seen -- I'll 10 answer the second one first -- we've seen the 11 state reduce their rate from a flat rate of $.33 12 to $.17, while eliminating the commission. So the 13 rates can still be above a fair and just rate, 14 even without a commission. 15 I'm not sure what the state's motivation 16 is for that, so I think we still have advocacy 17 that we can do around bringing those rates down 18 further. If our petitioner were -- the regulation 19 that we're asking for from the Board of Public 20 Unities were to bring the rates down, we see just 21 across the river in New York 4.8 cents per minute. 22 So what is New Jersey's interest in keeping the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 85 1 rates so high? 2 In terms of what motivated us, so in 3 working with immigrant detainees, it's a constant 4 complaint of the high rates. There have been 5 petitions when they close down a facility, ICE 6 closed down a facility in New York City, they 7 moved people into the Hudson County Jail, and the 8 rates in New York were 10 cents a minute, and they 9 came over to Hudson County, 88 detainees wrote a 10 petition, which they submitted to the New York 11 Times, the American Bar Association, and number -- 12 one of the top complaints was the phone rates. 13 They were able to make some kind of 14 change in that, but we know of people who are 15 detained and their children have to choose between 16 calling their mother and eating. We know that 17 people come out of immigration detention with 18 thousand dollar phone bills. 19 I just wanted to commend the folks in 20 Alabama because even before the FCC order we had 21 one immigrant detainee who was in detention for 22 three and a half years, in about four different Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 86 1 county jails, in New Jersey. Not the county where 2 he was originally from. So and part of the time 3 he was also detained in Alabama. 4 So when he didn't have a court 5 appearance ICE moved him down to Alabama, it was 6 cheaper for him to call his sister from Alabama 7 than from one county to another in New Jersey. 8 So these are the kinds of things that 9 motivated us to -- also, like I said, to file a 10 petition with the Board of Public Utilities. Also 11 the fact that we didn't think the legislative 12 route was going to achieve what they were able to 13 achieve in both other states, such as California, 14 and New York. 15 MS. LIEN: So am I understanding 16 correctly that in New Jersey there is no 17 prohibition on commissions; this is being decided 18 on a county by county basis, is that correct? 19 MS. WILKINSON: Yeah, there's no 20 prohibition. 21 MR. GUDE: I had a question for Paul. 22 I know that HRDC keeps a great database Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 87 1 of ICS contracts that are out there. Have you all 2 seen since the Commission's order went into effect 3 any changes in what you're seeing, in terms of the 4 RFP's that you may have access to, or the 5 contracts that come out, getting back to Darrell's 6 comment about the balloon. Has there been a 7 noticeable balloon effect in contracts trying to 8 find cost, or abilities to make up revenue losses 9 in one place, versus another? 10 Or do you see really the, at least on 11 the interstate side, rates coming down and having 12 a real benefit, and is that benefit also from the 13 bully pulpit perspective impacting intrastate 14 rates in any positive way? 15 MR. WRIGHT: So far I think it's one of 16 those things that it's too soon to tell. We 17 maintain the website at 18 www.PrisonPhoneJustice.org, and we have the 19 contracts for all 50 states, the Bureau of 20 Prisons, and a number of county jails around the 21 country. 22 Part of the problem with this is there's Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 88 1 a couple of problems in getting a quick answer to 2 your question, and number one is the lack of 3 transparency involved in getting this data. We 4 have at least one full time person at HRDC that 5 they're only job is to track down these contracts 6 and get the data on them. To say that's -- it's 7 quite the task is an understatement. 8 Some departments of correction are very 9 forthcoming with them, but unfortunately those are 10 the minority. 11 The other problem that we've got also is 12 that these contracts are multi-year contracts. 13 It's very common to see these contracts that are 14 five, six, seven eight years for the provision of 15 services with one-year extension options, so you 16 don't see a lot of renegotiation. 17 I think this also goes to -- is more of 18 a comment too about the lack of competition and 19 market consolidation within the ICS market, which 20 I think for practical purposes isn't really a 21 market. So we haven't really seen any type of 22 changes in the RFP's, and because these contracts Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 89 1 are such long-term contracts, we're probably not 2 going to see any changes in the RFP's for some 3 time to come. 4 We're still gathering the data and we'll 5 be reporting on that after we gather it, and we're 6 probably looking at probably another six to eight 7 months to be able to do that. 8 One of the ironic trends that we are 9 seeing, and that we're hearing from a lot of 10 prisoners and their families, is that because of 11 the FCC action out of state calls are now cheaper 12 than in state and local calls. 13 So what we're seeing is people are 14 setting up -- family members are setting up 15 numbers out of state so the prisons can call the 16 out of state number, which then gets forwarded to 17 the family member, and it's cheaper than the in- 18 state calls, which I think it's kind of a sad 19 commentary, but I think it also reflects the need 20 for uniformly low rates, and affordable and 21 reasonable rates across the board so that everyone 22 can take advantage of the FCC's reform on this Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 90 1 effort. 2 MS. LIEN: Darrell, you mentioned in 3 your opening comments the potential need, or the 4 need for a transition period in Alabama. Can you 5 expand on that a little bit please, as far as 6 contract changes? 7 MR. BAKER: Yeah. Whether you agree or 8 disagree with site commissions, they are in fact 9 there. I think in some cases there are local 10 budgets that depend on them. Local confinement 11 facility budgets. 12 Policy makers have to have an 13 opportunity to adjust going forward if you're 14 going to do something with site commissions. So 15 it's nice to say we need to eliminate site 16 commissions, but you've got to consider those 17 policy makers, because like I say, you can create 18 a funding crisis at local jails, county jails, 19 city jails, if you don't accommodate for the 20 change, transition the change. 21 MR. GUDE: Let me follow up on that in 22 two ways. One, how big a percent of revenue for a Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 91 1 jail or prison is the commission they receive? In 2 other words, is it a tiny amount that really a 3 transition is not really necessary, or is it a 4 very large amount that a transition is almost 5 critical, one. 6 Second, from a transition period, what's 7 an appropriate transition period? We have heard 8 all kinds of commentary from let the contract run 9 though, and don't tinker with the contract itself, 10 and in some cases that contract may go out many, 11 many years with option years, and all of that, 12 versus no transition period at all. 13 So from your perspective being closer to 14 the localities, what's your thoughts on that? 15 MR. BAKER: As far as the commissions 16 go, it depends on the facility, and it depends on 17 the provider. 18 I will say that in Alabama we have 19 commissions as high as 84 percent. 20 MR. GUDE: But the percentage of 21 commission is very high, but as a percentage of 22 the budget for the facility itself. Obviously, if Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 92 1 it's less than a percent, one would believe that 2 budget makers can accommodate for that rather 3 quickly. If it's a large percentage it may be 4 more problematic. 5 MR. BAKER: To be honest in your 6 question, I haven't gone through and analyzed 7 those budgets. I presume that it's a lot higher 8 than one percent. 9 What was the second part of your 10 question? 11 MR. GUDE: On the transition. The 12 length of the transition that you find necessary, 13 or that you all looked at and thought through your 14 process, this is required, or useful. 15 MR. BAKER: It depends on when you 16 implement the change. I mean if we're looking at, 17 in Alabama, starting on October 1, obviously the 18 FY-15 budget has already been approved. So going 19 forward we looked at a transition transitioning 20 down over two years and implementing the final 21 rates in three years. 22 MS. LIEN: Getting back to Karina, I Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 93 1 have a follow up question, and this is for Karina 2 and for everyone; several of you have mentioned 3 this. 4 Your advocacy principally focused on 5 immigrant detainees, which means that some portion 6 of your calls must be international. How much of 7 an issue are international ICS rates? 8 MS. WILKINSON: It's been hard to get 9 the data on the international rates, so as Paul 10 was talking about, what's easily available is the 11 domestic rates. For some of the facilities we 12 know that, for example, Bergen County I believe is 13 around $20 for 15 minutes international. It's 14 really -- it's an issue. 15 The immigrant detainees, if you -- if 16 you're facing deportation sometimes you need in 17 your -- to prepare your court case you need to get 18 documents from another country. If you have a 19 final order against you, you may need to prepare 20 to go back to a country where you haven't been in 21 a while. 22 So these calls are critical and I don't Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 94 1 have good data on all 21 counties, or even the 2 state doesn't make available on their website what 3 their international rates are. 4 MS. LIEN: Is access to international 5 calls an issue, or is the -- is it more of an 6 issue of high rates? 7 MS. WILKINSON: I'm not aware of those 8 issues, so I'm sorry. 9 MS. LEWIS: Can I just say something? I 10 would just like to add; you asked what would be 11 helpful in terms of what the Commission could do. 12 I would like to see in the next order 13 also a mandate that all ICS providers have a 14 disability access plan in place within their, 15 whatever it is that they submit to you all. I 16 don't think that's asking too much, particularly 17 because they are making so much money and it's 18 really easy to do. 19 MR. GUDE: We have a question from the 20 audience for Darrell. The BLM Commission 21 regularly visits or inspects telephone systems and 22 jails, do you see that the jails have a cost to Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 95 1 offer inmate phone services that can be offset by 2 minimal commissions, transporting inmates, 3 listening to calls, disciplinary actions from call 4 abuse, etcetera. 5 In other words, what are the costs for 6 facilities to make ICS available inside those 7 facilities, that properly, one could argue, is 8 recovered or should be recovered through ICS 9 rates? 10 MR. BAKER: Well, that's something that 11 we're looking at, and Alabama tends to work with 12 the sheriff's and local confinement facility 13 administrators in our state to do a time and 14 motion study to determine what is involved, what 15 is their involvement in Inmate Calling Service? 16 I know that one of the requirements is 17 they have to monitor the calls, or a portion of 18 the calls. They're also involved in actually 19 submitting trouble tickets on equipment, they're 20 involved in some billing disputes the inmates may 21 have with the provider. So there is a level of 22 involvement. We don't know how much that is right Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 96 1 now, so that's something we're going to determine 2 going forward. 3 MR. GUDE: Your sense from, as you said, 4 you've made trips to facilities throughout the 5 state, how does that vary? Not just that, but the 6 whole issue of jails versus prisons, small versus 7 large, you noted that there are differences. Can 8 you talk a little bit more about the cost 9 differences from that perspective, the -- how 10 tiering from a cost recovery perspective, or a 11 rate perspective, may or may not be useful or 12 necessary? 13 We have heard arguments on all sides of 14 that; that tiering is useful, the breakdown should 15 be on call volume, or on some other basis. But 16 your thoughts and identification would be useful 17 on that. 18 MR. BAKER: We don't know, that's why 19 we're looking at it going forward. We're going to 20 look at the cost studies on a tiered basis for 21 jails. But you've got to know that there's going 22 to be smaller volumes at smaller jails, and so you Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 97 1 have a lot of the same fixed cost for those jails 2 as you would for the medium size jails with a 3 lower volume. 4 So you know there's going to be higher 5 cost. So we're going to try to look at that going 6 forward. 7 I will mention something that Bill Pope 8 included in comments to the FCC about universal 9 service fund; he said that the Commission ought to 10 consider eliminated universal service fund charges 11 to inmates. 12 What the Commission could also consider 13 is taking that universal service fund that comes 14 from inmate calling and putting in a special pot 15 and compensating the higher cost jails, to keep 16 the rates low in those jails. 17 MS. LEANZA: I just wanted to mention 18 really quickly, the United Church of Christ is the 19 long standing, along with our civil rights allies, 20 on the universal service fund, and particular the 21 lifeline fund. You know, clearly when people are 22 low income and they get a benefit for that fund, I Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 98 1 think that's important. 2 I just would be a little cautious about 3 what is this revenue going to be used for? Is it 4 used to compensate the jail, or is it used to 5 benefit -- I mean, I wouldn't want the subsidy 6 from an inappropriately high rate to then drain 7 money out of the universal service fund, which is 8 used to help low income consumers have a basic 9 lifeline connection, so that a jail could maintain 10 it's commission level and support it's facility on 11 non-telecom related issues. I think that would be 12 -- you know, really cautious. 13 I did also want to highlight in regard 14 to this conversation that I wonder, and I don't 15 have the data, but I think it would be a useful 16 enterprise to incorporate is, you know, what's the 17 role of new technologies to do some of this 18 monitoring? 19 I mean, my understanding from being in 20 this proceeding is that new technologies are 21 actually making -- you know, driving down costs 22 for monitoring, and all those things, because Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 99 1 they're often done on an automated basis, they're 2 often done in a centralized remote location. So 3 in fact, there may not be that same cost 4 differential for a small jail as a large facility, 5 because in fact the provider is centralizing those 6 services at a single place so their volume is 7 distributed over the whole facility, which think 8 is one of the things that the Commission 9 acknowledged when it -- you know, the last order. 10 So keeping that on the front burner in terms of 11 cost. 12 MR. GUDE: One last question -- I think 13 we're running out of time -- for Paul, you 14 mentioned that some states do not accept 15 commissions. Though your databases and analysis, 16 have you seen a direct correlation between that 17 and lower ICS rates? 18 MR. WRIGHT: Yes, there's a very direct 19 correlation. The December issue of 2013 of Prison 20 Legal News, we did a -- every two years we're 21 doing a comprehensive survey of the states, and 22 for example, New York State, which did away with Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 100 1 its commissions a few years ago, the cost of a 2 call in-state and out of state is 4.8 cents a 3 minute. 4 The service there is provided by Global 5 Tel Link, and there's a direct correlation between 6 the cost of the calls and the amount of the 7 commission, and I think that one of the things 8 that we're seeing in this proceeding, is we're 9 seeing two things. We're seeing a lack of data 10 and transparency from the telecom industry, and 11 from the government agencies that contract with 12 them. 13 The fact that Prison Legal News is a 14 non- profit is the organization having to gather 15 these contracts and make them available in one 16 place, which no one had done before we did, I 17 think is one of the things that makes it difficult 18 to have informed policy decisions if you don't 19 even have the data. 20 The telecom industry is not coming 21 forward with any information about their actual 22 costs in providing these services, including the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 101 1 security measures. We know the security measures 2 have been touted as one of the reasons for the 3 high cost of calls, yet again, I think that is 4 also a red herring because the technology exists 5 for call monitoring, call recording, all that 6 other stuff. 7 Whenever we do phone calls to corporate 8 calling centers and we get the message your call 9 is being recorded and may be monitored, it's the 10 same technology that's being used there. So the 11 costs there are being inflated. 12 But I think that the bigger flaw in -- 13 that we're seeing is the whole structure of the 14 ICS system where the contracts are being bid on 15 who's going to get the biggest kickback or 16 commission, they're not being bid on who's going 17 to provide the lower service to -- the best 18 service at the lowest cost to the consumer, which 19 is ideally how these contracts should be bid. 20 When we look at the states like New 21 York, New Mexico, California, where the calls are 22 being -- where the contracts are being bid without Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 102 1 the commissions, we see the costs are 2 significantly lower. The commissions are what's 3 driving the cost of the calls. 4 MS. LEANZA: I know the Commission's got 5 a data collection and data requirement that's 6 supposed to be submitted, I believe next week, and 7 I think there's some question about whether 8 providers feel prepared to submit the data, and I 9 would just like to go on record and hope that that 10 deadline is not extended. You know, the data is a 11 critical component, it's been the excuse for all 12 this time, it's been a reason why supposedly the 13 Commission couldn't act for a long, it's 14 supposedly the basis for why we're having a 15 lawsuit over the basic -- the rates that were 16 adopted last year. 17 So then for the same people who are 18 controlling the data to then say, oh no, we're not 19 ready since you told us last August, almost a year 20 ago, that we're supposed to get data, that now we 21 need more time to submit data, you know, we've 22 seen this shell game of waiting, and waiting, and Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 103 1 waiting for more information, and I don't think 2 that there's any appropriateness for there to be a 3 further delay. 4 They've been on notice for an extremely 5 long time that this data is required, and I can 6 only speculate as to why at this time, all of a 7 sudden, the data is once again not going to be 8 available. This data needs to be collected, and 9 needs to be collected on the deadline the FCC set, 10 and I strongly encourage decision makers here to 11 press ahead with that, and make sure that that 12 data is collected, and that companies that do not 13 comply with FCC's rule about data collections are 14 appropriately sanction or fined, or whatever is 15 set forth, because that data needs to be 16 collected. It's essential; we can't make policy 17 in a vacuum. 18 MS. LEWIS: Can I just add one thing to 19 that? I believe that all data that should be 20 collected should always have questions regarding 21 disability. Right now the large vacuum that 22 Paul's referring to with respect to contracts, Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 104 1 same exits with where are people with disabilities 2 in the system. 3 So we know that there are 50 million 4 people with disabilities with nation, but we have 5 no idea how many people with disabilities are in 6 prison systems, so it would be really important to 7 collect that information so we can -- by we I mean 8 the FCC and the Department of Justice -- can 9 actually take meaningful steps in the right 10 direction toward making sure that folks, wherever 11 they may be in these systems, jails and prisons, 12 are receiving access, but if you don't collect the 13 data then you won't ever be able to do it. 14 MR. GUDE: All right. Thank you very 15 much. This brings to an end our first panel. 16 Obviously, as you can tell, interesting issues, a 17 lot of issues that are out there. 18 Thank you so much panelists for joining 19 us. This really helps frame our understanding and 20 improve our understanding of the issues. Thank 21 you. 22 (Applause) Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 105 1 COMMISSIONER CLYBURN: Today I have a 2 pleasure of both thanking all of you, particularly 3 Mr. Gude and Ms. Lien, for a very dynamic last 4 panel but also to introduce one of our nation's 5 best treasures, Congresswoman Eleanor Holmes 6 Norton. Now in her twelfth term as a 7 representative for the District of Columbia, the 8 Congresswoman is a ranking member of the House 9 Transportation and Infrastructure Subcommittee on 10 Highways and Transit. In addition to her service 11 on the Transportation Committee, she is a member 12 of the Committee on Oversight and Government 13 Reform. Before her congressional service, she was 14 appointed by President Jimmy Carter to chair the 15 U.S. Equal Employment Opportunity Commission 16 making her the first woman to do so. When she 17 came to congress, she was already a national 18 figure, a noted civil rights leader, a feminist, a 19 tenured professor and a board member of three 20 Fortune 500 companies. 21 If you ask those who know her best what 22 her major fault is, they will say that she will Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 106 1 never let go of a cause or an effort until the job 2 is done. The Congresswoman's work for full 3 congressional voting representation and democracy 4 for the people of the District of Columbia 5 continues. Her accomplishment in breaking down 6 barriers for those in her District are matched by 7 her success in bringing home unique economic 8 opportunities for her constituents, and her 9 support for reforms for those with few or no 10 advocates like the constituency at the center of 11 this workshop will never ever wane. 12 So ladies and gentlemen, it is a 13 pleasure for me to present a support, a friend, an 14 American treasure, trailblazer, Congresswoman 15 Eleanor Holmes- Norton of the District of 16 Columbia. 17 (Applause.) 18 CONGRESSWOMAN HOLMES-NORTON: First, let 19 me thank Commissioner Clyburn for those really 20 quite wonderfully gracious remarks. I mean you 21 would think that I deserve some credit for what 22 this Commission and what Commissioner Clyburn Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 107 1 herself did when she was Acting Chair of this 2 Commission. I understand that Chairman Tom 3 Wheeler is here. There may be other members of 4 the Commission here. All praise to you and that's 5 why I've come for what I think is really quite 6 extraordinary. You have to understand I come from 7 the "Do Nothing House of Representatives" so when 8 I'm invited to a session like this where 9 essentially what we've seen as a Commission that 10 not only got it done under Commissioner Clyburn 11 but then some and the then some, of course, has to 12 do with the follow-up right afterwards and with 13 this series of workshops today. 14 I want to thank the moderators. I want 15 to thank the Commissioners. We were so glad to 16 have it done candidly that we dared not think of 17 the afterwards. We didn't even contemplate 18 something as wonderfully professional as this 19 follow through panel is today. And I want to say 20 to those of you who have come to Washington, some 21 of you may not be from this area, that you have 22 done some very important work; you are doing some Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 108 1 very important work here today. It's one thing to 2 -- it's a very difficult thing for the Commission 3 to proffer regulations. For the most part, you 4 don't hear from such a Commission again. It 5 usually takes far longer to do the actual 6 regulations than it took Commissioner Clyburn and 7 the Commission to do these regulations. It had 8 taken some time and I want to say just how 9 appreciative we are of what the Commission did and 10 what you are doing here today. 11 To make you understand that, you should 12 think of the FCC and the issues that are on its 13 plate all the time. They are trendy, technical 14 issues. I'm not always sure they have a face. 15 This one had a real face. And when Commission 16 Clyburn became the Acting Chair, it had a real 17 leader, a real leader who has made a difference to 18 hundreds of thousands of people who are 19 incarcerated and millions of their relatives. I 20 exaggerate none at all when I say how important 21 the regulation of these prison phone rates means 22 both to those directly involved and to the country Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 109 1 because of what it means when they get back home, 2 and according to all of the data we have, indicate 3 that the kinds of communication and contact you 4 are enabling them to have has everything to do 5 with their reintegration into the society. 6 I happen to chair the working group of 7 the Congressional Black Caucus who took special 8 interest in the Commission's work because 60 9 percent of those who are incarcerated in our 10 country today are people of color. That's the way 11 it's always been whether they are immigrants or 12 poor people, the people who are in the jails and 13 the prisons, I mean it's the people at the bottom 14 of the society. 15 Now this is America. Those people come 16 out and we try to not keep them at the bottom of 17 the society and we try to see what we should do to 18 make sure when they do come out, they are really 19 part of us. It's very hard to figure out. 20 And to tell you the truth, we have not 21 figured it out except for one approach. We do not 22 have the key to reducing recidivism but we do know Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 110 1 this. We have documented that of all the 2 approaches, the many approaches that are used to 3 reduced recidivism, the one that we can document 4 has the greatest effect is stimulating 5 communication from behind those bars with people 6 in the greater society who will support them and 7 who love them. It is the one vehicle we know of 8 that makes a difference to the successful 9 reintegration into society and makes a difference 10 into a safe -- and to public safety itself. 11 So we were particularly moved by this 12 issue because the absence of reasonable phone 13 rates fell most heavily on those who could least 14 afford it, those, of course, were in prison but 15 their families as well. We and the Congressional 16 Black Caucus want to once again thank the 17 Commission. We were not sure that the Commission 18 would regulate both intrastate and interstate and 19 make calls and when it decided to do so, we were 20 overjoyed because most prisoners would have been 21 left out if both kinds of calls were not 22 regulated. It was clear to us and we cited what Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 111 1 we believed was definitive statutory authorization 2 for the Commission doing what it did. 3 I can tell you this, that the families 4 are, to this very day, very grateful. The face 5 that this issue had on it happened to be a face 6 from the District of Columbia because the lead 7 plaintiff was a grandmother and her grandson. And 8 when the petition was filed before the Commission, 9 members of congress had a press conference and we 10 brought that grandmother and her grandson -- her 11 grandson is now employed here in construction, one 12 of our biggest construction companies -- and we 13 let them speak for themselves. This grandmother 14 had led the fight both in the courts and in the 15 Commission for 10 years. She had no criticism to 16 make. She had only gratitude to offer and a plea 17 to make that somehow the others like her, because 18 after all, her grandson was there to speak for 19 himself, could have the opportunity to speak to 20 their loved ones and to have what the rest of us 21 take for granted. 22 So I've just come this afternoon to say Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 112 1 we don't take for granted what you're doing here 2 at all. We are overjoyed by the fact that the 3 Commission has sponsored these panels and by the 4 kinds of issues you're looking at, the impact of 5 the reform, and the need for additional reform. 6 Do you know how unusual it is to hear a regulatory 7 agency talk about additional reform? They're so 8 glad to get out of the regulations, to keep 9 Congress from pounding on them that they just 10 don't want to hear anything more. We didn't have 11 to do a thing after we submitted our petition. We 12 are so grateful for how rapidly it got done. We 13 could not be more grateful for this follow 14 through. We're especially grateful to those of 15 you who've come to participate in this follow 16 through and perfect what the Commission has so 17 wonderfully done. For those involved and the 18 United States of America, thank you very much. 19 (Applause.) 20 COMMISSIONER CLYBURN: Congresswoman, 21 thank you so very much. You mentioned during the 22 introduction that you were not sure why we were -- Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 113 1 so I came to say generous -- but appropriate with 2 our comments. I have a source in Congress and my 3 source in Congress said to me during one of their 4 critical meetings that a certain gentlewoman got 5 up during the meeting and said -- talked about 6 this effort and talked about our commitment to 7 getting things done and asked and charged and 8 challenged all of them to help, this then Acting 9 Chair and this Commissioner in his effort, so for 10 that and so much more, I am grateful. We thank 11 you. The American people thank you and that is 12 why I was so appropriate in my complements and 13 comments about you. 14 So Roger, I know it's time for the next 15 panel and we are maybe one-and-a-half minutes late 16 and that's great in terms of FCC time. So thank 17 you so very much. I appreciate it. 18 (Applause.) 19 MEMBER GOLDBLATT: Will panel two please 20 come up. It was well worth the minute-and-a-half 21 by the way. 22 MODERATOR ZESIGER: Good morning. I'd Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 114 1 like to welcome panel two to the table this 2 morning to begin a second set of issues focusing 3 primarily on ancillary charges their prevalence, 4 their costs, the rates being charged for them, the 5 occurrence of new charges, recommendations for 6 reform which have been made generally in the 7 docket, and to generally get the opinions, the 8 reactions of our panelists on ancillary charges. 9 As we heard earlier, they have become a more 10 significant part of the charges that ICS consumers 11 pay for their service overall; hence the focus of 12 this panel. 13 I'd like to begin by introducing our 14 panelists. Mr. Darrell Baker already introduced 15 from the Alabama PCS; Ms. Aleks Kajstura, the 16 Legal Director from the Prison Policy Initiative, 17 a group that's been very active on this issue in 18 particular; Lee Petro, counsel from Drinker, 19 Biddle and Reath and lead counsel for the Wright 20 petitioners, been involved in this issue for a 21 long period of time as many of you have, most of 22 you have; Mr. William Pope, President of Network Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 115 1 Communications International Corporation or NCIC, 2 an ICS provider based on Longview, Texas; and 3 finally, Mr. Vincent Townsend, President of Pay- 4 Tel Communications, an ICS provider based in North 5 Carolina. 6 Thank you, and Mr. Baker, if you would 7 begin. 8 MR. BAKER: I thank the FCC for the 9 opportunity to participate in this workshop and 10 for consideration of my comments. The three 11 drivers of ICS revenues are ICS rates, ancillary 12 chargers, otherwise known as fees, and charges for 13 single- payment services. A fourth is video 14 visitation and it's growing rapidly. Site 15 commissions do not apply to customer fees and very 16 minimal commissions are offered on single-payment 17 services. 18 Before proceeding, I'd like to make this 19 point. Some ICS providers charge reasonable fees 20 and if they offer single-payment services, the 21 charges are very reasonable by comparison. Their 22 attractiveness is excellent customer service and Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 116 1 square dealing with confinement facilities. 2 Unfortunately, being an honest broker is simply 3 not enough. They compete for exclusive 4 confinement facility contracts with a few ICS 5 providers who offer high site commissions using 6 exce3ssive fees and exorbitant charges for single- 7 payment services to compensate for reduced calling 8 income need to pay commissions and win the 9 contract. These providers win contracts because 10 the end-users of the service aren't the ones 11 making the choice for their service provider. 12 Alabama capped ICS rates in 2009. 13 Therefore, all providers are subject to the same 14 maximum rates. Since then, site commissions 15 skyrocketed to as high as 84 percent in our state. 16 Common sense alone will tell you that providers 17 cannot survive on 16 percent of the ICS revenue. 18 Those that awarded the contracts should have 19 figured that out as well. 20 So how do these providers do it? The 21 answer is excessive end-user fees supported by 22 exorbitant for single-payment services. So how do Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 117 1 you reform end- user fees? Alabama's approach is 2 first, establish a basic level of ICS service and 3 what is included in that basic service at no 4 additional charge to the customer. If service is 5 not defined, then anything may be considered 6 ancillary by the provider. 7 We define basic service as prepaid, 8 collect and inmate debit service wherein the 9 customer is entitled to establish an account with 10 a provider and have it maintained at no charge and 11 to have a means of funding that account at no 12 charge. Other telecommunication carriers in 13 Alabama a required to provide their customers a 14 monthly statement at no charge. ICS providers, 15 therefore, have the same requirement for all the 16 inmate debit service. Additionally, those 17 customers are entitled to a refund of their 18 prepaid charges at no cost to them. 19 Beyond that basic level, the Commission 20 will consider fees. So what is ancillary beyond 21 that basic level of service? Payments by a credit 22 card or a third-party payment transfer service, Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 118 1 bill processing for sync collect charges wherein 2 the provider must pay to include their charges on 3 another carrier's billing statement, charges for 4 transferring funds from canteen trust funds to 5 inmate calling accounts, and a small charge when 6 the customer chooses an optional paper bill over 7 the default electronic account statement. 8 What fees are not authorized? 9 Essentially, the remaining plethora of provider 10 fees. Alabama has never authorized an in trust 11 state regulatory recovery fee. When providers 12 seek their certificate of convenience and 13 necessity authorizing them to provide service in 14 Alabama, they are aware that the service is 15 regulated requiring oversight and reporting. They 16 know about the requirement for paying the 17 Commission inspection and supervision fees as well 18 as the requirement for collecting and remitting 19 applicable taxes and government fees. Why then do 20 some regulators feel obligated to compensate 21 providers for things they've already agreed to do? 22 With all due respect to our host, Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 119 1 Alabama objects to the application of a federal 2 regulatory recovery fee and any U.S. self- 3 collection admin fee. Can anyone point me to an 4 FCC order that specifies what those fees are? 5 Providers are charging whatever they want. To 6 their credit, some of the ICS providers do not 7 apply these fees. The USF fee is calculated 8 quarterly with precision that would make a 9 watchmaker green with envy. The telephone relay 10 system is accurate to fractions of a cent but 11 providers are allowed to charge whatever they 12 please under the category of a regulatory recover 13 fee. 14 One provider is assessing a 99 cent 15 charge to the first and fifth interstate call. 16 Another charges 3.49 if one just interstate call 17 is made by an inmate. Assume an inmate makes one 18 10-minute interstate call at the FCC's new interim 19 rates. The charge is $2.10 but one provider 20 currently tacks on $3.49 for regulatory recovery, 21 so that $2.10 call just cost the customer $5.59. 22 Additionally, that customer is assessed Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 120 1 disproportionately a higher proportion of 2 regulatory costs than a caller who makes more 3 interstate calls. 4 Alabama's position is that we will allow 5 this fee if the provider can point to an FCC rule 6 or order that specifically authorizes it and the 7 amount thereof. 8 Third-party payment transfer fees. Some 9 providers will attempt to persuade you that they 10 have no control over what their customers are 11 charged by third-party payment transfer services. 12 That claim is blatantly false. They exercise 13 tremendous control over the charge. Why do one 14 provider's customers pay $5.00 and another 15 provider's customer's pay 11.95 to the same third- 16 party transfer service? We suspect revenue 17 sharing arrangements exist between some providers 18 and third party payment transfer services. 19 Essentially, the customer is being charged twice 20 for the privilege of sending their money to the 21 provider. ICS providers have no incentive to seek 22 lower payment transfer fees for their customers. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 121 1 In fact, they are free to sock it to them if they 2 choose and some do. 3 I'll close with this recommendation to 4 the FCC. The myriad of end-user fees are 5 confusing to customers. It does little good to 6 boast about setting low rates. What comes out of 7 the customer's pocket is what matters and fees are 8 emptying those pockets. You're in the process of 9 studying costs for semi- permanent interstate ICS 10 rates. We're following the same path in Alabama. 11 As much as possible, incorporate all known 12 measurable and justifiable provider costs and the 13 ICS rates excluding the truly elective ones for 14 the customer that I've mentioned previously. 15 Include reasonable costs for provider compliance 16 with federal regulations. Together let's 17 eliminate all ancillary charges except those that 18 make sense. Make the rates a true reflection of 19 cost for providing the service rather than an 20 illusion. 21 When you have done so and addressed 22 single- payment services as well, all ICS Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 122 1 providers will be on a more level playing field in 2 terms of competing with one another. They will no 3 longer be able to underwrite promises of higher 4 site commission payments with the old standbys. 5 Thank you. 6 MS. KAJSTURA: Thank you again for 7 having us here on this panel and what's become now 8 an annual tradition. I'm Aleks Kajstura, the 9 Legal Director at the Prison Policy Initiative 10 where we've released two reports on the cost of 11 the calls to and from prison. And one of the 12 reports that deals specifically on fees was over 13 1200 pages long, so I'm going to attempt to kind 14 of consolidate it now here for you. 15 As most of you know, the high cost of 16 phone calls can be traced back to the practice of 17 paying commissions to the jails and prison phone 18 systems and ancillary fees are no exception. 19 Today's high ancillary fees are a direct outgrowth 20 of the commission system. Because correctional 21 facilities are taking so much of the revenue 22 generated through phone rates, companies have Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 123 1 developed fees as a way to shield that profit from 2 the commission system, and they've become a robust 3 and hidden revenue stream. As a result, we found 4 that ancillary charges now make up about 38 5 percent of the money spent on phone calls. So 6 regulating ancillary fees is a significant and 7 important part of regulating the cost of the phone 8 services in correctional facilities. 9 To the point where -- there can really 10 be no meaningful regulation of phone costs without 11 controlling for fees because, you know, the ICS 12 companies have proven to be adept at charging fees 13 in order to bypass any burdens placed on the rates 14 part of the equation. We're already seen one 15 example of this within a month of the FCC's last 16 order, Securus. You know, it was their rates were 17 now capped. They changed their fees instead. 18 And it's important to note, like Darrell 19 said, that these fees are charged at every step of 20 the process. They're charged for taking the 21 customer's money, for then holding the customer's 22 money, and then if the customer wants their money Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 124 1 back because their loved one is out of the 2 facility, they charge money there, too. 3 So to kind of give you an idea of the 4 scope of the problem, Securus, for example, has 5 account funding fees that amount to 32 to 40 6 percent of the money deposited to the account, so 7 that's 40 percent of the money gone before you 8 ever make a phone call. And that's for a website 9 or phone -- like automated phone deposits. 10 There's nothing fancy. And if somebody wants to 11 deposit money through a third-party such as 12 MoneyGram, Western Union, the companies charge 13 fees there as well. Like Darrell said, there is a 14 wide variety that has pretty strong implications 15 of kickbacks going forth when -- in the cases that 16 the companies are not directly charging an 17 additional fee on top of the deposit. And these 18 fees I mentioned are on the higher end but they're 19 not unusual and there's huge variation between 20 providers. NCIC and Pay-Tel here, for example, 21 are charging things on the lower end but the 22 larger companies like Securus and GTL which should Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 125 1 really have economies of scale and be able to get 2 these fees down, they have -- they're charging 3 fees two to three times as much. And that's just 4 to get your money into the account. 5 Then while the companies are holding 6 your money, they're going to charge monthly 7 billing fees, other charges on a monthly basis. 8 And then if the account doesn't get used enough, 9 it goes into inactive status. At that point, the 10 company is going to start charging fees as well. 11 But then if you want to avoid that and get your 12 money back, there are fees for taking your money 13 out. 14 So in conclusion, fees -- if fees are 15 unregulated, it will undermine any regulation of 16 phone rates that the FCC attempts. You can't have 17 a meaningful cap on the cost of a call when 18 companies can just switch their charges to fees. 19 So -- because what can seem like reasonable phone 20 rates when you look at the cost per minute, it 21 doesn't necessarily take into account the fees 22 that are charged to get you to that first minute Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 126 1 and then what happens after you hang up. And the 2 FCC kind of attempted to close off some of the 3 pricing structure loopholes that we've already 4 seen the in past for the increased cost for the 5 first minute and so on, and so it calculates the 6 fees based on a 15-minute phone call. But what 7 happens before that first minute and after the 8 15th matters just as much. Thank you. 9 MR. PETRO: Well, I'm fortunate to 10 follow Aleks and Mr. Baker because then I don't 11 have to get into all the details. My name is Lee 12 Petro. I'm the pro bono counsel for Martha 13 Wright. I'm of counsel at Drinker Biddle & Reath 14 and when I took over the case about five years 15 ago, the attorney that had been working on it 16 said, "You know, you just have to punch it across 17 the goal line." What he didn't say was that I had 18 to go 99 yards to get to the goal line. And so I 19 am fortunate and very thankful for the FCC and for 20 all of their staff and all the hard work that they 21 have done, and I refer to her as the "Action 22 Chairwoman Clyburn" because in her brief period, Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 127 1 she got more done that many chairman have done in 2 the past. So I am very thankful for her -- and 3 I've chased her away but it's okay. So thank you 4 very much for having me here. 5 I wanted to start with the basic 6 presumption or basic statement that the 7 Communications Act specifically addresses 8 ancillary fees. Under Section 201 of the 9 Communications Act, the FCC is obligated to deal 10 with charges, practices, classifications, and 11 regulations and require that those are just and 12 reasonable. So it's not a question, and it 13 shouldn't ven be a debate, whether the FCC should 14 jump into this issue at all. They have the 15 jurisdiction and they have the obligation to 16 correct unjust and unreasonable fees and ancillary 17 fees as well. 18 So, you know, what we have seen over the 19 years -- and, you know, the Prison Policy 20 Initiative has done a lot of the work that I cite 21 to, so thank you -- we have seen every time a 22 state has taken a look at the ancillary fees and Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 128 1 the underlying per minute and per call rates and 2 actually have been able to get the data from the 3 phone companies, those rates have come down and 4 the ancillary fees have been capped. That 5 happened in New Mexico. It happened in Louisiana 6 with a little bit of pushback from, you know, the 7 non -- from certain board members, and now in 8 Alabama. 9 And while the FCC has also asked for the 10 data, they haven't gotten it. You know, we 11 pointed throughout this proceeding to the initial 12 laundry list of specific data asks that the FCC 13 made in the notice of proposed rulemaking, and 14 none of the phone companies provided that 15 responsive information. There have been since 16 then cost studies provided by Pay-Tel that have, 17 you know, addressed their unique situation. But 18 generally speaking, the phone companies have 19 politely declined to provide that information. So 20 I'm envious that in Alabama, you were actually 21 able to get the data. It would be useful to see 22 that and hopefully next week we'll start crunching Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 129 1 the numbers with the data collection on July 17th. 2 From my perspective, I would -- I am 3 surprised that the sheriffs and the departments of 4 corrections are not more interested in tracking 5 down these ancillary fees. As Alex noted, these 6 are the non-commissionable fees but they equal 40 7 percent of the total amount of money that's being 8 paid by the inmates' families to the phone 9 companies. 10 So in my mind, if the sheriffs and the, 11 you know, the departments of correction are 12 interested in making sure that their budgets are 13 maintained and, you know, properly funded, it 14 would seem to me that they should read their 15 contracts a little bit closer and realize that all 16 of those fees are non-commissionable. And so we 17 can talk about commissions and we can talk - - and 18 whether you call them commissions or kickbacks or 19 whatever you want to call them, the fact is that 20 there is -- you know, 40 percent of the overall 21 money being transferred in these relationships are 22 being left on the table. And so, you know, if Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 130 1 commissions are going to stay in place and if the 2 fees are going to remain, then they need to be 3 minimized and capped like what Alabama has done, 4 what New Mexico has done, what Louisiana has done. 5 And, you know, I'll finish up just by 6 pointing out that since February, we've seen 7 efforts to raise the fees and where the companies 8 have announced that they're not going to be paying 9 commissions on the interstate communications, 10 they've also sent letters to their clients 11 indicating that they're willing to sit down and 12 figure out other ways to make the prison or the 13 jail whole. And one can only imagine the process 14 of making them whole is by increasing other fees 15 that are not in the contract. So thank you very 16 much. 17 MR. POPE: First, I'd like to thank the 18 FCC for the invitation to serve on this panel and 19 thank Commissioner Clyburn and her staff for 20 pushing the right petition and the inmate phone 21 issue to a higher priority. 22 My name is Bill Pope. I'm President of Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 131 1 NCIC Inmate Phone Services. We've been in 2 business for about 19 years. We're the fourth 3 largest inmate telephone company servicing about 4 500 jails across the country. NCIC is an industry 5 leader in the movement to lowering fees charged to 6 inmate families which is demonstrative of our A- 7 plus rating with the Better Business Bureau. 8 We've also obtained accreditation with the Better 9 Business Bureau in 2012 showing that we can exceed 10 expectations of inmates and inmates' families with 11 responsible billing. 12 Furthermore, NCIC has worked diligently 13 on these FCC proceedings as well as on ICS 14 proceedings in the states of Louisiana and 15 Alabama. NCIC believes that the industry and end- 16 users benefit from a consistent rate and fee 17 schedule across the nation including all types of 18 facilities such as holding facilities, immigration 19 detention facilities, jails and prisons. 20 Oftentimes, an inmate will be -- can be booked in 21 a local facility. Then he's transferred to a 22 county facility and then ultimately end up in a Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 132 1 contract or a state facility and each one may be - 2 - have a different phone provider in each 3 facility. So that calls for the consistency and 4 transparency in the rates and the fees. 5 This consistency also helps eliminate 6 the stress the family members experience during 7 the incarceration of their loved one. A 8 consistent rate and fee structure will also allow 9 family the comfort of understanding and trusting 10 the rates of each provider, that each provider 11 will be charging because they will be the same. 12 Although telecom companies don't 13 normally welcome a regulation, we do see the need 14 for the FCC and state regulators to set a standard 15 rate and fee structure similar to what Darrell at 16 the Alabama Public Service Commission finalized 17 earlier this week. 18 How many fees are used in inmate calling 19 services? There are approximately 15 fees that 20 the different companies charge. Some of these 21 fees are very similar to what you might see on 22 your home phone bill or your cell phone bill, Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 133 1 maybe government-imposed fees, some are cost 2 recovery fees, some are licensing fees. Just to 3 name a few, pretty much every company charges an 4 account establishment fee either using a live 5 operator or IVR or website to establish the 6 account. They may have recharger funding fees, 7 refund fees, bill statement fees, processing fees, 8 and then you see your universal service fund fees 9 and taxes. Some companies may charge carrier 10 recovery fees or technology fees, biometric fees. 11 I noticed on my Verizon wireless bill, there was 12 an admin fee, and so a lot of inmate phone 13 providers charge administrative fees as well. 14 Ideally, based off of the research that 15 the 16 Alabama Public Service Commission did, 17 there is generally about six fees that all 18 providers charge: 19 the account establishment fee or the 20 initial funding fee either using a live account 21 representative or funding fees using a web page or 22 an IVR system; bill statement processing fees for Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 134 1 direct billing or billing on a telephone company 2 bill; and then finally, there's the fees that 3 Western Union or MoneyGram will charge to fund an 4 account. 5 A lot of these fees evolved out of new 6 billing methods that came to replace traditional 7 collect calling. Early on, all jail phones were 8 just traditional collect calls only. A collect 9 call could be validated, placed and the carrier 10 would send it out to the local phone company for 11 billing and then hope to expect maybe 80-85 12 percent of the revenue back on that phone charge. 13 As people transitioned to competitive phone 14 providers and cell phone services, collect billing 15 began a quick decline and had to be replaced with 16 new billing methods. Traditional collect calling 17 billing has also continued to increase in cost as 18 local phone companies increased the cost of 19 billing collect call charges on their phone bills 20 and have discontinued actively attempting to 21 collect those charges. 22 Prepaid collect calling from a jail was Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 135 1 used to replace traditional collect calling. Fees 2 were instituted to cover the labor cost and credit 3 card fees used in setting up prepaid collect 4 calling accounts. This billing option can either 5 require a live person to establish the account or 6 to utilize a completely automated IVR system to 7 save on labor costs. Many inmate phone providers 8 use a live account representative to establish an 9 account on a realtime basis in order to better 10 handle a confused an upset family member who is 11 just finding out that their loved one has been 12 incarcerated. 13 In conclusion, our goal is -- should be 14 to simplify these fees so they're easy to 15 understand for the family, simplify the rates for 16 the inmates. And just to complement the Alabama 17 Public Service Commission on their work, they did 18 a thorough investigation of the rates and fees and 19 required providers to submit the cost data to 20 justify their fees. I know Darrell Baker and Doug 21 Dillard undertook most of this project and the 22 result was a simplification of the fees that Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 136 1 inmate phone providers can charge to family 2 members in the State of Alabama. We hope that the 3 FCC and other states investigating inmate phone 4 rates will closely review the recent Alabama 5 ruling and consider it as a model for both the 6 maximum rates and fees that can be charged for 7 inmate telephone services. 8 MR. TOWNSEND: Great. My name is 9 Vincent Townsend. I'm with Pay-Tel 10 Communications. I want to thank the FCC for the 11 opportunity to be with you today and also 12 complement all the panelists that have preceded 13 me. I think they've done a really good job of 14 hitting this issue. 15 I think it's clear -- I hope it's clear 16 that unless the FCC addresses the issue of fees, 17 we're wasting a lot of everybody's time because 18 without addressing the fees, you're never going to 19 be able to bring real relief to the families that 20 are paying these bills. 21 One of the things that they ask us to 22 prepare on is what fees have done. And the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 137 1 handouts, I think most of you all have seen these, 2 but two handouts that I had prepared, one is -- 3 the first is a list of the fees, the highest fees 4 that are out there of a variety of the different - 5 - this is not an all- inclusive list but it's a 6 fairly representative list. 7 I want to emphasize right off the start 8 that a great number of companies don't charge all 9 of these fees and a good number of companies such 10 as Bill's company and my company that don't charge 11 these high fees. But this is the highest of the 12 fees that are out there. 13 I put an asterisk by the ones that 14 increased since the order and I think that's 15 important to understand because that was the 16 reaction of what's happened. There's been an 17 increase in the fees. 18 The second handout is a pie chart that 19 we prepared that really brings home, I think, the 20 message as to what's happening to the family's 21 money. As several folks pointed out, even before 22 they make a phone call, they've got to make a Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 138 1 payment fee and how much is that. In the diagram 2 here, that takes about a third of their money. 3 And then there are recurring fees that happen on a 4 monthly basis and they can come under a whole 5 guise of different names and that takes about 10 6 percent of their money. And then if they have 7 taken and placed just one single call at 1499, 8 that takes about 15. 9 And the model here is driven off the 10 fact that we have an understanding these folks, 11 for the most part, are limited income, maybe on 12 fixed income, they have a finite amount of money, 13 okay. So what happens to that money is critical 14 as it relates to connection with their family 15 members. 16 And this example shows $100.00, somebody 17 has $100.00 in a month to give for phone calls. 18 They make four payments and this is what happens, 19 what's left. Out of the $100.00, there is only 20 $40.00 left to make phone calls. So when you do 21 the math on that, it takes the $3.15 new rate, 22 great rate on the interstate call, and what does Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 139 1 it turn it into? The real cost to the family on 2 that call is $8.33. 3 Now that's -- the FCC did a great job in 4 getting started but we ain't done yet, okay. And 5 until you fix the fees, it's like spitting in the 6 wind. You're, as I said, wasting everybody's 7 time. 8 The reality here, the family gets 12 9 phone calls out of that 100 bucks. So that's 10 what's got to be addressed. It's got to be 11 addressed. And the other thing that's also 12 interesting and I appreciated Mr. Petro mentioning 13 it, I couldn't do this to my clients. I don't 14 have enough guts because they all legally wear 15 guns, okay. But if I was scraping 60 percent of 16 the money off the top before I paid them 17 commissions, I couldn't do that. I respect them 18 too much to do that because it is total deception 19 to go into somebody and say, "Oh, I'm going to 20 give you 80 percent." Well, what's the 80 percent 21 on? It's really on 40 bucks. What's 80 percent 22 of 40 bucks? Thirty-two percent (sic), okay. But, Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 140 1 you know, one day they'll wake up and when they 2 do, I'm glad on I'm on that side and not doing 3 that. 4 So -- but anyway, moving quickly, 5 ancillary fees have gotten worse. I mentioned the 6 ones that I've starred on there. They've 7 increased -- payment fees have gone up with most 8 providers since then. 9 The other thing is a lot of providers 10 have no started the single-call program at the 11 higher rate for the call and that does a great job 12 of moving commissionable revenue out of 13 commissionable revenue to bonus revenue which is 14 much, much smaller. The fees that I charge, Bill 15 charges, are on the low end of that spectrum and 16 I'll talk about that in just a second. 17 In terms of what needs to be done, I 18 think first and foremost, the FCC needs to decide 19 what fees are going to be allowed. Okay, my cut 20 on that is you ought to get rid of all of them 21 except the fees where the consumer makes a choice. 22 Let's say your family member is in prison, right, Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 141 1 and they're there and they're going to be there 2 and you know that you can mail in a payment and 3 you have no cost, no fee for mailing in the 4 payment. Then I don't believe your rate should 5 include the cost for somebody who wants to use a 6 live operator, which is much more expensive, to do 7 a payment than it is to mail it. 8 So my cut on it is that number one, you 9 decide what you're going to do. Once you decide 10 that, then let's have the rest of those fees that 11 you approve the cost. The fees that I recommend 12 being included are the cost to do a payment on the 13 web, a cost to do payment on IVR, a cost of the 14 live agent and then you have your other payment 15 processor like Western Union and Money Gram. I 16 believe also those fees ought to be the very best, 17 lowest fee. And so that gives the opportunity for 18 the family's money to be in phone calls, not be in 19 fees. And I think that's the starting point. 20 So if you went down the road with this, 21 what would you do? You'd decide the fees that 22 were going to be permissible. You'd ban all Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 142 1 others. You'd cap the fees or put a safe harbor 2 rate and it would apply across the country. The 3 other thing that I think would be unbelievably 4 helpful for the family members is to require the 5 vendors -- number one, we got a tariff for 6 everything; number two, we got to have it on our 7 website. You know, consumer wants to know what 8 they're being charged. They have the right to see 9 it. They should be able to go to my website and 10 see all my fees. We do that today and I know 11 several companies do that as well. 12 And the last thing, I think -- I know we 13 do this -- I think it's something that needs to be 14 done -- is provide the family a statement, right. 15 If they paid me money over the month, why not give 16 them a statement every month that says exactly 17 what they spent, what their payment was, any 18 state-mandated charges. I mean there are states 19 like South Carolina, God bless them, and I think 20 there are about eight charges that are their 21 mandated charged and it's confusing. And unless 22 you put that on a piece of paper for somebody to Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 143 1 see, it's really time-consuming to try to explain 2 it. 3 But anyway, in closing, I commend the 4 FCC for what they've done. They got a great start 5 but we're not there yet and we got to get moving. 6 And the critical part of this is the fees. Thank 7 you. 8 MODERATOR ZESIGER: Thank you to all our 9 panelists for your comments. We've got a series 10 of questions. We welcome, of course, questions 11 from the audience and from the internet. We're 12 receiving questions via livequestion@fcc.gov and 13 via our Twitter account here. 14 Let me begin, Mr. Baker, with you. 15 You're in charge in your functions at the 16 Commission of more than just prison pay phones. 17 You're in charge of utility regulation in a 18 broader sense. In those functions, you deal with 19 on a day-to-day basis for a long period of time 20 through your tenure telephone companies that 21 provide normal service, basic telephone POTS 22 service and other types of service. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 144 1 To what extent are fees like this, like 2 what we've heard about this morning, what you've 3 seen common and used in that setting, in the 4 general provision of telephone service? 5 MR. BAKER: Well, with the ILECS and 6 CLECS, you have a basic level of service and 7 that's why I think it's important to define what 8 is basic inmate calling service. And that's a 9 level of service at which everything is provided, 10 you know, essentially at this charge and so any 11 fee should be incorporated in the cost. Now -- 12 but I think Mr. Townsend's right. When a customer 13 has an option to go beyond that basic level of 14 service and, for instance, on payments, they 15 should be able to pay by cash, money order, check, 16 and online banking at no charge. But now if they 17 want to get that payment there quicker through the 18 use of a credit card or through a payment transfer 19 service, then they should pay extra for that. So 20 I think it's really important to define basic 21 level of service and then go from there. 22 MODERATOR ZESIGER: Thank you. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 145 1 MODERATOR LIEN: I have a question. I'm 2 sorry, I'm going to start with first names. I 3 hope that's alright. Aleks, you had said that 4 ancillary fees are a robust and hidden revenue 5 stream, and I wanted to follow-up with that and 6 also something that Bill said that consistency, 7 transparency, and simplicity should be the goal in 8 rates including ancillary rates. How do we, as 9 the FCC, achieve this? How can we turn ancillary 10 fees into something that are consistent, 11 transparent, and simple instead of a robust and 12 hidden revenue stream? Aleks, anyone, please. 13 MS. KAJSTURA: Well, I think the 14 simplest thing would be to start with the tools 15 that you already have such as the tariffs. If all 16 the rates need to be tariffed, the fees should be 17 too, and I know so companies do it's definitely 18 not standard practiced. I mean that's just a 19 really simple that could be taken at least to get 20 a sense of the scope of the problem, what's 21 charged, how much for what in terms of, you know, 22 your data collection. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 146 1 MR. PETRO: Well, we have argued that 2 all of the fees should be eliminated in our 3 proposal, and it's based primarily on the idea 4 that the fees -- or the phone rate itself is so 5 much higher than the cost to providing the service 6 that the ancillary fees that we're talking about 7 can be included in the 25 cents or 21 cents and 8 still provide an equitable result for the phone 9 company as well. You know, we put information 10 into the record in our initial study showing that 11 the costs of providing the service is less than 5 12 cents. So to the extent that, you know, the other 13 14 or 9 cents, you know, 9 to 14 cents are going 14 to be chewed up in ancillary fees or the cost of 15 providing those types of services, you know, the 16 fees can be eliminated. 17 The other way of dealing with it if 18 you're not going to eliminate the ancillary fees 19 is to follow the path of what Alabama has done or 20 New Mexico where you say these are the fees that 21 you can do and you can charge no other fee than 22 these. And I mean if the FCC is going to go down Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 147 1 the path of, you know, capping fees and not 2 eliminating all of them, then I think that's the 3 only way you keep it simple and you keep it -- and 4 it's transparence on your website, it's on -- you 5 know, it's on the tariffs, it's across the board, 6 and then anytime a violation can be identified, 7 it's a simple complaint process. 8 MR. POPE: On top of that, debit calling 9 normally doesn't have fees. That's a balance 10 that's moved out of the inmate's commissary or 11 maybe he's purchasing a calling card. So 12 generally, I don't think providers charge fees. I 13 know that we don't charge fees on the debit 14 calling, so we're talking basically about half the 15 calls which is mostly prepaid collect calling 16 where the family does pay a fee if they speak with 17 a live account representative to establish that 18 account on a realtime basis so they can use that 19 balance immediately. 20 MR. TOWNSEND: I think one of the 21 challenges, though, just to point to the debit is 22 Bill is correct that there is in many cases a fee Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 148 1 that's charged to the family to put the money into 2 the debit account and that's got to be monitored 3 so that there's' not any abuse there. 4 MR. POPE: But further to that, a lot of 5 times it's the commissary provider charging that 6 and they don't even fall under the guise of the 7 FCC, so let's -- 8 MR. TOWNSEND: Yeah, good point. 9 MODERATOR ZESIGER: I want to just draw 10 your attention again to this pie chart, Vince, 11 that you put together. Thank you. That's of 12 service to the whole workshop here understanding, 13 of course, these are estimates. And just starting 14 with you, Bill, if you could take a look at that, 15 does that make sense to you, too, as another 16 provider? Is that the kind of breakdown that you 17 see in your business? 18 MR. POPE: I hadn't -- this is the first 19 time I've seen this chart. 20 MODERATOR ZESIGER: So let me let you 21 have a moment to take a look at it to be fair and 22 this takes a sum of $100.00, Vince, if I Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 149 1 understand your pie chart here. Aleks, looking 2 back at the work that you all did -- 3 MR. POPE: This is the worst case 4 scenario. This is -- 5 MODERATOR ZESIGER: -- in your report 6 last year, you tried to -- you attempt at least to 7 estimate the total dollar value of all these fees. 8 I thought that was a significant effort and I 9 wonder if you'd comment on that in relation to 10 this. 11 MS. KAJSTURA: Sure. I think this would 12 be a subsection of our pie chart that we did as a 13 cost of all the money spent on phone calls in the 14 prison system, what percentage would fees be, and 15 this is as further breakdown of that. So this 16 provides a lot of detail. Now one thing I think 17 that -- and we also had to rely on estimates. We 18 used one company's fees and -- that were kind of 19 generally applicable and then extrapolated it from 20 there. So I think this kind of work that Vince 21 has put together is really great because these are 22 figures that nobody's been able to really find so Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 150 1 these kind of guesses and estimates are the best 2 we have. 3 And one thing to keep in mind here is 4 there is great variability. Like this is based on 5 $100.00 but oftentimes, there are maximums just on 6 the payment processing fees here. There would be 7 great variability there based on what is the 8 maximum you're allowed to put in at one time. 9 Oftentimes there are pretty low maximums set that 10 trigger that fee over and over again. So if 11 you're only allowed to put in say $25.00 at a 12 time, which is not unusual, and they charge your 13 $10.00-$15.00 a time, to get up to $100. 14 that's already going to be $40.00-$50.00 15 right there. 16 MODERATOR ZESIGER: Maybe go back to 17 you, Bill, if you have a moment to -- 18 MR. POPE: I think Vince's chart is kind 19 of a worst case scenario that yes, there is 20 situations where people deposit -- you know, if 21 they have $100.00 to spend, they may ultimately 22 only end up with about $40.00 to spend on phone Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 151 1 calls. 2 Going back to Aleks and Peter Wagner 3 with the Prison Policy Initiative, they did a 4 large report on the fees, kind of broke out a lot 5 of the fees. We actually had fees that they 6 showed for us that I didn't even know existed in 7 our tariff, so we quickly went in there and 8 updated our tariffs, removed a lot of those fees. 9 But generally, on our service, if somebody has 10 about $100.00 to deposit, you know, between 90 to 11 92 percent of that, $92.00 they'd be able to use 12 for phone calling. 13 MODERATOR ZESIGER: I want to get back 14 to the dollar amounts as well to kind of get a 15 sense of the scope of this issue. We've heard 16 testimony and the report, Aleks, that your group 17 has done pointed to something approaching 40 18 percent of all expenses, and I think you said 40 19 percent of something like a billion dollars a year 20 of annual revenues for the industry. I don't want 21 to put words in your mouth but is that roughly the 22 size of these funds or these revenues that are Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 152 1 derived from these fees today as well a year 2 later? 3 MS. KAJSTURA: We haven't been able to 4 update our numbers a year letter. You know, this 5 is a recurring theme here. This data is really 6 hard to get. I know a couple of folks have 7 mentioned more number and Vince has more in his 8 chart. The only one I've come across is Securus 9 raising their fees. So, no, we don't really have 10 updated numbers but I mean we expect to see a 11 shift. 12 MODERATOR ZESIGER: And to go to the two 13 providers, Bill and Vince, do those estimates 14 sound close to what you experience, the percentage 15 amounts at least? I think it's 38 percent is what 16 Aleks's study estimated the fees would represent 17 for all expenditures, all revenues? 18 MR. POPE: It can be that high. 19 Depending on the provider, it can be that high. 20 MR. TOWNSEND: I would argue that it's 21 actually getting higher with the advent of the 22 single- call program. If you charge somebody Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 153 1 $15.00 for a phone call and you put that in the 2 mix, that's what's in this pie that moves it past 3 their 38 percent. And that's really my 4 observation is more companies have started 5 engaging in that practice since the order. 6 And it accomplishes two things: one, 7 obviously revenue generator but two, it shields a 8 tremendous amount of money from commissions 9 because that revenue is not on the commission 10 bucket at 80 percent or whatever percent. It's 11 over here at 10 percent or 3 percent or whatever. 12 MODERATOR ZESIGER: Do we have any way 13 of estimating what percent of all ICS calls are 14 single- call program calls? 15 MR. TOWNSEND: I mean the easiest way to 16 do that would be for the sheriff to take his 17 commission statement this month and look at the 18 number of calls on it and then multiply it, you 19 know, by $15.00 and multiply by $10.00 on the 20 other one. I mean we've looked at some of that 21 I've seen some as high as 40 percent of the 22 revenue -- is at 40 percent, not the measly 15 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 154 1 percent I have on here but as 40 percent of the 2 revenue has been in the single calls. 3 MS. KAJSTURA: I just wanted to add that 4 our chart was based on GTL which is the largest 5 ICS provider, and so, you know, if you're asking 6 Bill and Vincent here whether this reflects their 7 reality, I wouldn't expect it to because they're, 8 again, way more on the reasonable end of things. 9 GTL has some of the highest rates but they take up 10 such a huge share of the market that this is 11 really representative of what it feels from the 12 perspective of the family members, is the 30 13 percent. 14 MR. TOWNSEND: Yeah. And the pie -- and 15 I appreciate Aleks saying that. I mean Bill 16 mentioned 90 percent, 92 percent and that example 17 for us, the number of calls the family can make is 18 not the 12. It's more like 27 or 30 phone calls 19 out of the same amount of money. 20 MODERATOR LIEN: Darrell, can I ask 21 what's your experience been in Alabama with the 22 single-call program? What have the challenges Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 155 1 been for you? 2 MR. BAKER: Well, I've been in 3 telecommunications for 34 years and 32 at the 4 Alabama Public Service Commission. And one thing 5 I'll say is I have never seen an industry that is 6 less transparent than this one. It is extremely 7 difficult to get data, to get information. So to 8 get back to your question, I will say this. There 9 are calls for Pay Now and Text-Connect that are 10 $14.99 and $9.95. There are also providers like 11 NCIC over here who are charging $5.95 for that 12 Text-Connect service. 13 But again, if the FCC looks at what's 14 happened since February when they implemented the 15 interim rates, a lot of these providers have 16 jumped in now and started offering single-payment 17 services. And so the question is becoming why are 18 they doing that. Well, because there is a source 19 of revenue that's not regulated by the FCC's 20 rates. 21 MR. POPE: Further to what Darrell is 22 saying, and a lot of these -- the SMS text Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 156 1 messages are billed by the mobile carriers though, 2 like Verizon, Spring, AT&T Wireless, and so they 3 don't fall under the state regulators. 4 MODERATOR ZESIGER: Lee, if I could -- 5 MR. PETRO: Sure. 6 MODERATOR ZESIGER: -- direct a question 7 to you? In your opening remarks, you mentioned 8 that Section 201 of the Communications Act was the 9 jurisdictional basis for the Commission acting in 10 this area. Section 276 also addresses some of 11 this. I wonder if you have any comments about the 12 role it plays in providing jurisdiction to the 13 Commission. 14 MR. PETRO: Sure. You know, I picked 15 201 because they actually lay it out nice and 16 clean, and 276 does as well. You know, the FCC is 17 required to make sure that the rates are fair. 18 And in the order, the FCC made the -- or agreed 19 with us that a fair rate is one that's fair to 20 both the service provider and to the customer. 21 And so to the extent that these ancillary fees 22 and, you know, the single-payment type calls Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 157 1 result in unfair and unjust and unreasonable 2 rates, then the overall impact on the customer is 3 -- no longer fits within the confines of Section 4 276. So I would argue that because Section 276 5 not only deals with the interstate but it deals 6 with intrastate as well, you're covered with 7 regard to moving forward and dealing with rates 8 that are being charged for calls that stay within 9 the states as well. 10 So I mean I started out talking about 11 Section 201 and the jurisdictional question 12 because quite frankly, you know, we've seen a lot 13 of back and forth in the filings over whether the 14 FCC can even regulate this. And it's mystifying 15 to me because the FCC regulates so many other 16 aspects of telephone calls and basic POTS and the 17 rates that can be charged and the types of billage 18 you can get that, you know, Section 201 and 276 19 provide blanket coverage for inmate phone call -- 20 or inmate calling services as well. So, I mean, I 21 would be interested in seeing an analysis that 22 overturns that because I haven't seen it yet. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 158 1 MODERATOR ZESIGER: Thank you. 2 MR. PETRO: Yeah. 3 MODERATOR ZESIGER: Want to turn to the 4 question of cost, the cost of these services. 5 We've talked about the rates, of course, and 6 Vince, your company, it kind of stands out in 7 terms of our record at least, in terms of 8 attempting to quantify those costs. Last summer 9 your company submitted extensive cost data and 10 cost data with regard to the provision of 11 ancillary services. I wonder -- other providers 12 have talked about the difficulty of analyzing and 13 determining these costs. I wonder if you would 14 address those questions and just how difficult is 15 it to come up with a cost figure for some of these 16 ancillary charges? 17 MR. TOWNSEND: It's not easy, okay, but 18 it's data that we keep separated. So by keeping 19 it separated, we are able to track it and, of 20 course, since our work last summer, we retained a 21 consultant, Don Wood, to help us with that study 22 and he gave us some good guidelines on how to help Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 159 1 put all that data together. And then, you know, 2 once you have the format in place, it's been -- 3 it's something we've been able to track and that 4 way be prepared for the data requests that you 5 folks most recently made. 6 It's important, I think -- go back to 7 what's been said -- but it's important to 8 emphasize that the starting point with our cost 9 study was we made a decision that all cost other 10 than the payment services were going to be in the 11 rate. Okay, so when we did our cost study, the 12 rate, our rate included instead of having several 13 other fees, just all that was in the basic 14 service. So we were then able to separate out and 15 have, okay, here's our cost to do an IVR payment, 16 a web payment, and here's our cost to do a live 17 agent payment. And, you know, it would be a much 18 more cumbersome project if we had eight fees and 19 I'm trying to allocate cost amongst all the fees. 20 So to me, the starting point is to decide what 21 fees you're going to allow and then tell me, you 22 know, allocate my cost to this fee and that fee Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 160 1 and then everything goes in the rate. 2 MODERATOR ZESIGER: And just to get a 3 comparative perspective, Bill, Vince says that 4 he's kept that data, and I guess as a matter of a 5 normal course of business kept that data 6 segregated or apart from his other financial data. 7 How do you all keep your data? Is that the -- is 8 there a way for you all to get at that kind of 9 cost data? 10 MR. POPE: Yeah. There's a way to get 11 to it. It will be difficult, especially if we 12 have to break it down by facility. That's one way 13 we've never looked at it before but looks like 14 we'll be doing that soon anyways. 15 MODERATOR ZESIGER: And with regard to 16 ancillary charges, I don't -- I think that's not a 17 facility specific calculation that's requested so 18 it may be just a little bit easier? 19 MR. POPE: Yeah, that'll be easier. 20 We've got one flat fee structure nationwide. 21 MODERATOR ZESIGER: Good. And just to 22 turn, Darrell, to you on this question of the cost Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 161 1 of these services and how closely they compare to 2 the rates. To what extent did the Alabama 3 Commission look at the cost of these and use cost 4 data or cost background to inform your process of 5 setting the rates you set? 6 MR. BAKER: The Alabama Public Service 7 Commission, we really don't have any cost data. I 8 mean if you look at the FCC record, they didn't 9 have a whole lot either. You had Pay-Tel that 10 submitted their study and we got a hold of the 11 unredacted version of that study and went through 12 it. You had the 2008 information that was sent to 13 the FCC but other than that, where's the cost 14 stated? They're not providing it, so we went -- 15 we basically used what was in the FCC record in 16 terms of the setting the fees. 17 MODERATOR LIEN: I'm going to follow-up 18 with you Darrell. You had mentioned that in 19 Alabama, you had recently moved to regulate third- 20 party payment transfer fees. I wonder if you can 21 talk about that a little bit and Aleks or anyone 22 else, if you have any knowledge of any other Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 162 1 states that have acted accordingly, the same or 2 differently than Alabama? 3 MR. BAKER: If you look at payment 4 transfer fees, we're essentially talking about 5 Western Union and MoneyGram. Western Union has a 6 service called "Quick Collect" and they charge 7 $9.95. We believe there is some revenue sharing 8 that goes on with Quick Collect because we have a 9 comment in our proceeding that said they don't 10 want to reduce that fee because part of it goes to 11 support this other service over here. 12 They also have -- Western Union offers a 13 prepaid service alternative to providers for $5.95 14 in Swift Pay, a different system. Swift Pay, I 15 believe you have to enter into exclusive 16 agreements with Western Union for $5.50. So we 17 have providers in Alabama that are offering to 18 their customers to go through Western Union and 19 pay fees that range from $5.00 to $11.95. Now 20 wait a minute, Western Union charges $9.95 for 21 Quick Collect. How can it be $10.95 or $11.95? I 22 think what you're going to find is that there are Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 163 1 arrangements that providers can make with Western 2 Union to charge more than what it costs for Quick 3 Collect in $1.00 increments, and then that money 4 is then returned back to providers so the customer 5 is being charged twice. Did that answer your 6 question? 7 MODERATOR LIEN: Does anyone have any 8 information about any other state that has acted 9 similarly to Alabama or differently? No? 10 MR. POPE: Louisiana is working on the 11 rates. They haven't finalized their fee schedule. 12 I know Nebraska is talking about it. City of San 13 Francisco is working on it. Then I've seen 14 something recently about New Jersey looking at 15 rate regulation. 16 MR. PETRO: And New Mexico had adopted 17 just a blanket $3.00 rate for -- regardless of how 18 you fund your accounts so, you know, -- and that 19 was based on a comprehensive, or what we think is 20 a comprehensive, data collection effort on their 21 part. So -- and I think Commissioner Marks was 22 here last year talking about that as well. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 164 1 MODERATOR ZESIGER: Lee, just to follow- 2 up on that point. 3 MR. PETRO: Yeah. 4 MODERATOR ZESIGER: Is the $3.00 fee 5 applied to the third-party payment programs as 6 well as the direct? 7 MR. PETRO: My notes say yes. I can 8 follow- up and let you know. 9 MODERATOR ZESIGER: Sure. 10 MR. PETRO: But yea, as far as I can 11 tell, you know, they adopted a $3.00 funding rate 12 and then prohibited any other charge other than 13 what they authorized, and that's why earlier I had 14 commented -- I mean if the Commission's going to 15 go down the road of permitting some rates to be 16 charged, ancillary fees, then I think what they 17 need to do is just articulate exactly what those 18 rates are and prohibit everything else. 19 And, you know, it would have been useful 20 if we got this information -- if the FCC got the 21 information when they asked for it in the NPRM in 22 December of 2012 or 9in the data collection Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 165 1 follow-up supplementary request in July of last 2 year or even when they filed -- or even in 3 response to the further notice. I think it's 4 useful to remember that the FCC has asked for this 5 specific information on at least three occasions 6 in the past 12 months, 18 months and the parties 7 have refused to give it. And so at a certain 8 point, I think the FCC is under the obligation to 9 just move forward, use the data that they have and 10 hopefully what comes in next week will look 11 halfway decent and will be accurate and adopt, you 12 know, final rules. 13 MODERATOR ZESIGER: Good. I want to -- 14 go ahead, Alex, please. 15 MS. KAJSTURA: Let me follow-up on that. 16 When the FCC takes a look at the third-party 17 payments, I think there are a couple of things 18 that you should look for. One, as Darrell 19 mentioned, some of the fees that are charged by 20 Western Union are much lower than the others and - 21 - but some of those are then coupled with a fee 22 from the ICS company itself. So when basically Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 166 1 the ICS company doesn't take advantage of the 2 kickback from Western Union, they just slap on 3 their own fee instead. So that is something to 4 watch for I think is that it wouldn't be enough 5 just to lower the fees for Western Union. You 6 have to then also make sure that the company isn't 7 charging its own separate fee for having accepted 8 the Western Union payment. 9 MODERATOR ZESIGER: Thank you. I want 10 to step back for a moment. We've had several 11 statements from several panelists as to fees that 12 are appropriate and fees that are not appropriate. 13 I want to just kind of get a little more of a 14 focus on that from each of the panelists. And 15 Darrel, I'll start with you to give you heads up 16 here, and you've addressed this in part, but if 17 you can just be as specific as you can be this 18 morning -- this afternoon now, what are 19 appropriate types of charges and what kinds of 20 charges are problematic or inappropriate? 21 MR. BAKER: We -- again, we establish a 22 basic level of service for ICS and then look Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 167 1 beyond that, you know, what should be provided in 2 that to the customer free of charge in terms of 3 ancillary charges or ancillary services. And then 4 we go beyond that to see, okay, what is beyond 5 that. And I think if the customer has an option 6 on payment, if they want to submit payment by 7 credit card which gets there quicker than money 8 order or check, then we establish that as a fee 9 because it's an option. And then there are 10 various ways of making payments. There's IVR, 11 there's live agent and they all carry with them 12 different costs. 13 And then the other thing is if we -- in 14 Alabama, we say that everybody is entitled to an 15 account statement electronically except for debit. 16 Inmates obviously don't have access to it. But if 17 that customer wants a paper bill, then we 18 establish a minimal paper bill fee for them to 19 going to get that service. So anything that's 20 optional. 21 MS. KAJSTURA: I agree with Darrell on 22 what he mentioned earlier about the regulatory Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 168 1 recovery fees. I mean that's just the cost of 2 doing business. That shouldn't be feed out 3 separately. And beyond that, you really need to 4 take a look at how much the fees are apart from 5 the question of which fee should or should not be 6 allowed. You know, in life, we all pay 7 convenience fees for all sorts of things we do 8 with our credit cards but just the size of the 9 those fees just doesn't even begin to compare to 10 the fees charged in this setting. 11 And one thing on -- I think Darrell 12 mentioned grouping it into optional versus service 13 -- one thing to keep in mind would be in the jail 14 setting where just circumstances necessitate a 15 quicker method of payment than sending a check 16 that may take a week to get processed, so that 17 might be somewhere if that were the route that FCC 18 were to take, to maybe have some exceptions in 19 those cases. 20 MR. PETRO: I started earlier, none. 21 You know, as far as we have been able to 22 determine, the ancillary fees are a mechanism to Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 169 1 make up for reductions in rates. We've seen now 2 with the reduction in the interstate rates an 3 increase in the intrastate rates and an increase 4 in the ancillary fees, and we have yet to see the 5 data that would support that. And, you know, to 6 the extent that there is data that would support 7 the imposition of ancillary fees, and to the 8 extent that the ICS providers refused to provide 9 it to the FCC, then one approach would be to ban 10 ancillary fees and then have them come in and ask 11 for a waiver much like Pay-Tel did with their 12 waiver to substantiate a variation from the rule. 13 So, you know, until we can get a cleaner 14 answer on what it actually costs to provide the 15 phone service and then what that rate should be -- 16 I mean if the FCC had adopted our 7 cent per 17 minute rate, then perhaps we could have a 18 discussion about what those -- or whether there 19 are good ancillary fees. But instead, we're at 21 20 and 25 which is what we had proposed back in 2007 21 based on 2005 data. And the fees are, you know, 22 as we're talking, $11.00 for a wire transfer but Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 170 1 when you walk into, you know, Walmart, you're not 2 paying $11.95 for a wire transfer and you're not 3 paying when you're on Amazon to use your credit 4 card to make a payment. 5 So, you know, until we can figure out 6 and get the different Lego pieces and start 7 stacking up what the costs are, I would say none. 8 MR. POPE: The Alabama Public Service 9 Commission covered about six fees in their recent 10 ruling. They had account funding fee with a live 11 operator. I mean prior to prepaid collect 12 calling, inmates, you know, they couldn't speak to 13 a live operator, still don't let them speak to a 14 live operator but we put them on hold and call out 15 to the family and the family can talk to a live 16 operator realtime. So that's basically the fee is 17 used as a cost recovery to offer that live human 18 interaction there. 19 Generally, the fees had started out as a 20 cost recovery. Some of them probably moved up 21 beyond the actual cost recovery. Some of the fees 22 -- there's like a voice biometrics fee. We have Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 171 1 to pay a license to a third party for that, so 2 ideally I'd like to recover that. But, you know, 3 for the most part, I believe the Alabama Public 4 Service Commission covered most of the fees in 5 their ruling. 6 MR. TOWNSEND: Yeah. I would echo again 7 what I said earlier. I think to me, what I 8 characterize as ancillary fees are all these extra 9 things that really should be incorporated into the 10 cost of the call. To me, the fees that should be 11 separated are the ones that are driven by consumer 12 choice. If the family, as I stated earlier, the 13 loved one is in prison and they know that and they 14 send in a payment or they do a bank transaction 15 and there is no cost, they ought to have the right 16 to do that and not have their rate include the 17 cost that it takes for a family member to use a 18 live agent to set up an account. 19 And I appreciate Aleks's comment because 20 she's spot on. In the jail environment, 21 everything happens rapid fire, 25 hours a day, 7 22 days a week, and you take -- and a facility that Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 172 1 has 200 inmates, in that 30 days, you're going to 2 probably run about 625 inmates through the 3 facility, a third of which will make phone calls 4 and not one of them will be a revenue producer for 5 our company. The two-thirds -- that two- thirds, 6 those folks that are left, the 400, on average we 7 set up five accounts for each one of those four. 8 And again, rapid fire, all the time, 24 hours a 9 day. 10 And that individual makes that choice; 11 do they use a credit card and go on the web; do 12 they use a credit card and do it with an IVR; or 13 do they talk to a live agent. All of those costs 14 are different. What I tried to do and what I've 15 presented to the FCC last July in response to 16 their request was we said all of these other 17 things are in the rate. The only thing separate 18 are basically what the Alabama Commission did, 19 what Bill just talked about, is on this chart. 20 It's just to make a payment with the IVR, make a 21 payment with the web, do a live agent payment, and 22 then of course your other Western Union and your Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 173 1 MoneyGram. But I think those things are 2 imperative that those be treated separately. 3 Those be at cost, not be a profit center, and that 4 way the consumer -- and one thing we do -- just as 5 an side, really quickly -- is -- it's very 6 interesting. 7 Western Union doesn't like this news but 8 at one point in time, about 40 percent of our 9 customer base, the families, we saw were making 10 payments with cash. And so what we started 11 advertising on our website was the most economical 12 way was that they could go and get a debit card, 13 so they could then take the debit card, either buy 14 one at Walmart or Walgreens or somewhere, and then 15 take that card and then make a payment over the 16 web or on the automated phone system. And in our 17 world, that payment fee for us is three bucks. So 18 that beat the 5.95 we had at western Union which 19 is already low and it beat the 5.65 that was at 20 MoneyGram. 21 So again, educating the consumer, giving 22 them the choice, what's the most economical way if Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 174 1 they want to get money on an account and do it 2 quickly. In our environment, because we serve 3 jails, we try to give them those tools so they can 4 then make the intelligent choice. 5 But from our perspective, having those 6 things separated, having a cost for those, having 7 it cost is paramount for this to be a viable model 8 going forward, has to have that. 9 MODERATOR ZESIGER: Thank you. This 10 brings to a close our question and answer period. 11 Thank you to the panelists for the second panel. 12 You've made a significant and material 13 contribution to our process. We look forward to 14 continuing to stay in touch with you all and 15 working with you all as we go forward. 16 It's time for our lunch break at this 17 point. I think we're due back 2:00 o'clock. Thank 18 you. 19 (Whereupon, off the record for a lunch 20 recess.) 21 MODERATOR GUDE: All right. Thank you, 22 everyone. We are ready to start our panel number Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 175 1 three. The topic of this panel is "Understanding 2 the provision of ICS in different facilities, 3 understanding cost structure, service differences, 4 etcetera based on size of facility, based on 5 prison, jails, other distinctions that are out 6 there. 7 My fellow moderators, my colleague Lynne 8 Engledow will join me and everyone has already met 9 Darrell Baker from the Alabama PCS. He has kindly 10 agreed to serve as a moderator here as well. 11 In terms of panelists, we have Elias 12 Diggins, Denver Sheriff Department on behalf of 13 the American Jail Association. We have Alex 14 Friedmann from Prison Legal News. We have Aleks 15 Kajstura from Prison Policy Initiative, Kevin 16 Landy from the U.S. Immigration Customs 17 Enforcement Department of Homeland Security. We 18 have Richard Smith, CEO of Securus, and we have 19 Thomas Sweeney from Global Tel Link. 20 So, with that, we will turn it over to 21 Elias to kick us off. Thank you. 22 MR. DIGGINS: Good afternoon. It is Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 176 1 truly an honor and privilege to be before the FCC 2 today and to represent jails from across this 3 great nation. My name is Elias Diggins and I'm a 4 Division Chief with the Denver Sheriff's 5 Department in Denver, Colorado where I have served 6 for 20 years. I'm here today as a Board member 7 for the American Jail Association, a body of 8 detention and corrections professionals who 9 represent the voice of the United States 3,000- 10 plus local detention facilities. 11 Through the work I've been involved with 12 in running one of the largest jails in the country 13 as well as my work with the American Jail 14 Association, the American Correctional 15 Association, and the National Institute of 16 Corrections Large Jail Network, and in 17 conversations with the National Sheriff's 18 Association, I can tell you that at every 19 conference and every venue at every level, this 20 issue is on the forefront of discussion of jail 21 administrators of facilities of all sizes. When 22 discussing what is just, reasonable, and fair in Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 177 1 this forum, it is our hope that the same values 2 are extended to us when considering the charge 3 which we are called to do, to serve and protect 4 our community by keeping America's jails safe and 5 secure. 6 My first point of discussion is how 7 sophisticated the phone systems have become and 8 how we as law enforcement officials have come to 9 rely on this irreplaceable tool to combat crime at 10 all levels. Included in the comments to the FCC 11 regarding this issue was a correspondence from the 12 District Attorney of Denver Colorado, Mr. Mitch 13 Morrissey. In his letter, he specifically talks 14 about the killing of Denver Bronco Darren Williams 15 and how the technology used in our inmate calling 16 system became critical evidence in the conviction 17 of the parties to this horrible crime. 18 Unfortunately, criminal activity is often 19 generated from behind the walls of jails and those 20 involved are becoming even more smarter about how 21 to circumvent our discovery of their activities. 22 ICS providers must be allowed to remain Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 178 1 competitive as they continue to introduce newer, 2 better and bolder technologies as we protect our 3 community. Should the ICS providers or agencies 4 who oversee jails not be able to afford to run 5 them as they do today, we will certainly take a 6 step back in the prevention of crime if these 7 systems are reduced to simple mechanisms, or in 8 the worst case scenario, are removed altogether. 9 The second point I would like to make is 10 there has to be a clarification from the FCC on 11 what is required in regard to commissions and cost 12 recovery. This applies not only to the previous 13 interstate ruling but should be clearly spelled 14 out in any decision regarding intrastate 15 guidelines. There still exists today confusion 16 not only amongst the many sheriffs and jail 17 administrators across the country but various 18 inmate calling systems providers also. To that 19 end, cost recovery will vary from jail to jail and 20 state to state as the salaries and expenses each 21 agency incurs in managing their systems is ever 22 different. The salary of a sheriff's deputy who Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 179 1 is responsible for monitoring a system in 2 Washington, DC is not the same as his counterpart 3 in New Orleans or Dallas or Polk County, Florida 4 or Salt Lake City. We're glad to hear that the FCC 5 plans to work with each state or each state's 6 sheriff's association to create a reasonable rate 7 for cost recovery in their jurisdictions. 8 My last and final point is to address 9 the assertion that jail and prison administrators 10 are resistive to changing the rates or model of 11 inmate calling systems and therefore, and I quote, 12 reducing recidivism is not one of our priorities. 13 Nothing could be further from the truth. I have 14 been to jails in El Central, California, in 15 Brandon, Mississippi and Licking County, Ohio, and 16 Tampa Bay, Florida and many others. There was not 17 one that I visited where the sheriff or jail 18 administrator was focused on programs for 19 offenders which are geared toward reducing 20 recidivism. 21 In regard to inmate phone systems, we 22 too want the folks in our custody to stay in Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 180 1 contact with their families since this helps them 2 to stay focused on completing their sentences and 3 allows them to take advantage of the opportunities 4 to prepare prior to release and to be successful. 5 When a person is worried about their family, they 6 certainly are not concerned about the classes we 7 have to offer. We want them to be engaged in 8 those programs and staying connected to their 9 support system outside the jail helps them while 10 they're in custody and is important for them in 11 not returning. 12 We want to have the discussion regarding 13 what is just, reasonable, and fair when it comes 14 to call rates. We simply just want to make sure 15 that the methodology to this issue comes with a 16 balanced approach that preserves the interest of 17 all parties to the subject including the thousands 18 of law enforcement officers who are charged every 19 day in serving America's jails. Thank you. 20 MODERATOR GUDE: Thank you very much, 21 Elias. Next, Alex Friedmann. 22 MR. FRIEDMANN: I would like to thank Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 181 1 Chairman Wheeler and the Commission for this 2 opportunity to address the continuing need for 3 reform of the prison telecommunications industry. 4 There are a number of cost drivers for the 5 provision of inmate calling services including 6 notably the commissions paid to contracting 7 government agencies such as departments of 8 corrections and sheriffs offices, plus there are 9 infrastructure costs of installing the phones 10 themselves and related hardware, security- related 11 costs regarding security features such as call 12 recording, three-way call detection biometrics 13 which are often software-based and automated, and 14 there are costs associated with setting up and 15 monitoring phone accounts for prisoners and those 16 they call, mainly their family members. 17 While inmate calling services in jail 18 are -- the cost of inmate calling services in 19 jails are reportedly higher than in prisons, the 20 actual cost of providing such services are largely 21 unknown because most prison phone providers have 22 not made their actual cost data of service Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 182 1 available to the Commission. Costs based on a 2 tiered basis due to facility size may be 3 appropriate but should be evidence-based and where 4 the record lacks evidence, it's difficult to do 5 that. 6 My discussion will focus on ICS 7 commissions which constitute a cost driver that if 8 eliminated demonstrably results in lower prison 9 and jail phone rates. I'll first discuss state 10 prison systems. Eight states have eliminated ICS 11 commissions. These eight prison systems span a 12 tremendous range in size form a prison population 13 of around 135,000 in California and 54,000 in New 14 York to around 6,500 in New Mexico and just 2,000 15 in Rhode Island. Yet when these states banned ICS 16 commissions, the results were remarkably similar. 17 Their phone rates dropped, often dramatically. 18 Using the example of a 15-minute collect 19 interstate call prior to the FCC's rate caps going 20 into effect, after New York dropped its 21 commission, phone rates fell almost 69 percent to 22 less than a nickel a minute, one of the lowest in Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 183 1 the nation. ICS rates in Michigan dropped 87 2 percent from $17.34 to $2.25 for a 15-minute 3 collect interstate call, and South Carolina prison 4 phone rates fell from $5.19 for interstate calls 5 to the current rate of a flat 99 cents, an 81 6 percent decrease. California is an instructive 7 example because that state phased out its ICS 8 commissions from a flat $26 million dollars in 9 commissions prior to 2007 to zero in 2011. As the 10 commissions were phased out, in each successive 11 year, the cost of phone calls dropped accordingly 12 from $17.30 for a 15-minute collect interstate 13 call before 2007 to around $6.60 in 2011 for an 14 almost 62 percent total decrease. 15 Note that in these examples, the need 16 for infrastructure cost did not change in the 17 eight states that eliminated ICS commissions nor 18 did the need for security features in their phone 19 systems. Despite the fixed infrastructure and 20 security costs, their phone rates plummeted 21 indicating that ICS commissions represent a 22 primary cost driver for prison phone services. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 184 1 However, prisons are different from 2 jails. While typically much smaller than prisons, 3 jails have similar infrastructure and security 4 needs. In addition, far more people cycle in and 5 out of jails, around 11.6 million people per year, 6 and some ICS providers have cited this churn as an 7 additional cost driver for jail phone services. 8 After the Commission's rate cap for 9 interstate phone calls went into effect, the New 10 Jersey Department of Corrections stopped 11 collecting ICS commissions effective February 12 11th, 2014, and reduced its phone rates to a flat 13 17 cents per minute. As part of its ICS contract 14 extension, the state included a matrix for phone 15 rates and commissions for county correctional 16 facilities in New Jersey. Around 17 counties in 17 New Jersey act under the state's DOC contract. 18 Those counties participating include 19 those with small jails such as Hunterdon with 150 20 inmates, medium jails such as Summerset County 21 with 440 inmates, and large jails including Camden 22 County with around 1300 inmates. The matrix Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 185 1 consisted of a scale of commission rates and 2 corresponding phone rates with only one exception 3 as the ICS commissions decreased from a high of 56 4 percent to a low of 15 percent. Under six options 5 in the matrix, the corresponding phone rates also 6 decreased. For example, using 15- minute 7 intra(inaudible) calls as an example, the rates 8 dropped from $5.50 with a 56 percent commission to 9 $4.75 with a 55 percent commission to $4.20 with a 10 54 percent commission to $3.50 with a 35 percent 11 commission and so on. So as the commissioner 12 percentages dropped, the phone rates dropped. The 13 one exception was for the 53 percent commission 14 level which had slightly higher rates. 15 Note that these phone rates apply to 16 county facilities in New Jersey with different 17 population levels, different sizes and different 18 levels of churn, and the number of phones 19 installed at the facilities also differed. They 20 ranged from 15 to 165 phones in each jail. Yet in 21 spite of the varying infrastructure costs and the 22 consistent need for ICS security features in their Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 186 1 phone systems, the rates at these county 2 facilities were primarily dependent on one factor 3 which was the commission percentage. So this is 4 the actual chart. And the only differentiating 5 factor between the rates is the commissions. The 6 matrix is not based on facility size or facility 7 population level or facility churn. The only 8 corresponding factor with lowering of rates is 9 lowering of commission payments. 10 Finally, according to recent news 11 reports, San Francisco recently announced that it 12 was reducing its jail phone rates. The cost of a 13 15-minute collect in-state call will drop by 70 14 percent, and a 15-minute collect local call will 15 cost $2.75 instead of $4.45, a 38 percent 16 decrease. The jail security needs did not change. 17 They're not scaling back on security features in 18 their phone systems. The infrastructure costs for 19 the jails' phone system did not change. They're 20 not pulling phones out of the jail. The churn of 21 inmates processed through the jail has not 22 changed. So what changed? I called up Sheriff Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 187 1 Ross Mirkarimi yesterday and spoke with him and he 2 said that the primary change is that his office 3 will take in around 17 percent less in commissions 4 under the new pricing structure. 5 that's what changed, the commissions 6 changed. 7 So it appears that the primary cost 8 driver for inmate calling services, whether in 9 prisons or in jails, regardless of facility size, 10 population levels, churn, infrastructure cost or 11 security features is the commissions that ICS 12 providers pay to the corrections agencies they 13 contract with. There are definitely differences 14 in facility size and there may be some 15 justification for tiered rates, but those rates 16 have to be based on evidence showing a difference 17 in actual cost of phone calls. Thank you. 18 MODERATOR GUDE: Thank you very much. 19 Aleks, I don't want to butcher your last name 20 again, so I'm going to stop there. Thank you. 21 MS. KAJSTURA: So our point of view at 22 the Prison Policy Initiative is that any Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 188 1 difference between prisons and jails or 2 differently sized facilities is just irrelevant to 3 the question of predatory pricing. Sure, there 4 are differences in providing services to different 5 facilities and one of those factors might be the 6 size of the facility. But that doesn't mean that 7 people held in one size facility versus another 8 should be denied some reasonable controls over the 9 pricing of the telephone systems there. And so 10 from that perspective of whether or not the FCC 11 should protect customers that have loved ones in 12 jails, this distinction between facility size in 13 prison and jail is somewhat irrelevant. 14 And as an aside, some might find it 15 helpful to keep in mind that over 60 percent of 16 the jail population on any given day is not 17 convicted. There are people who have been 18 arrested. They're trying to make bail. They're 19 still presumed to be innocent under the law. 20 And it's also important to keep things 21 in perspective when talking about facility sizes 22 and types. For example, in the past, a lot of Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 189 1 folks have brought up the fact that, you know, 2 there are all these facilities out there that are 3 really small, very expensive, like 15-person 4 jails. And sure, there are a few facilities that 5 are that small and in a whole number -- as a whole 6 number, it's not that small of a number of 7 facilities but the people kept in those facilities 8 make up one-fifth of one percent of the 9 incarcerated population of the United States. Or 10 if you go up to facilities that I think are 40 or 11 50 people, that becomes three percent of the 12 people that are incarcerated. 13 So the FCC shouldn't really be driven by 14 discussion of these complete outliers on the 15 question of whether or not it should be applying 16 these very necessary regulations to jails, jails 17 in general, especially since we found that it's 18 the jails that have the highest commission rates 19 and therefore the highest phone call rates. 20 And, you know -- so if the FCC decides 21 to -- that a line needs to be drawn somewhere in 22 terms of facility size, then I would argue against Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 190 1 using labels such as prison or jail to determine 2 where that line should be drawn because, you know, 3 for the applicability of those regulations 4 because, for example, Elias's jail, like he 5 mentioned, is one of the largest in the country. 6 It's larger than five whole prison systems. Like 7 there are five state prison systems where all the 8 prisons in -- all the incarcerated people under 9 that state system are a smaller than in that one 10 single jail. So in terms of economies of size and 11 in terms of having to deal with one person versus 12 many facilities or central administration and all 13 those kinds of arguments, the label of jail or 14 prison just isn't' a very helpful guideline. 15 But I think in the end, the kind of 16 facility that your loved one is held in just 17 really shouldn't determine how much you have to 18 pay for a phone call. 19 MODERATOR GUDE: Thank you very much. 20 Kevin. 21 MR. LANDY: Hi. I'd like to thank the 22 Commissioners of the FCC for inviting me to speak Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 191 1 on this panel. You all may have noticed at the 2 headquarters for the Immigration and Customs 3 Enforcement Building is just across the street 4 from the FCC building. For many of us at ICE, FCC 5 is simply the agency with the nice courtyard where 6 we can sit outside while we eat lunch. Our two 7 agencies have very different missions so it's 8 gratifying that what brings me here today is our 9 shared interest in ensuring low-cost telephone 10 services to detainees and not the delicious stir- 11 frys at your cafeteria. 12 In my remarks today, I will primarily be 13 describing the rates and services provided through 14 our ICE Detainee Telephone Service provider, also 15 known as DTS. Since 2010, these services have 16 been provided by Talton Communications which was 17 awarded the DTS contract after a full and open 18 competition. Before getting into the details of 19 the DTS contract, some background on the agency's 20 unique detention system is necessary. 21 ICE detains approximately 34,000 at any 22 given time in more than 200 facilities across the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 192 1 country. More than 400,000 people each year are 2 booked into ICE custody for some length of time 3 with an average length of stay of under a month. 4 Most of the detention facilities that ICE uses are 5 county jails which have a mix ICE detainees and 6 non-ICE prisoners. However, most of our largest 7 facilities are operated by private contractors and 8 hold exclusively ICE detainees. We call the 9 latter dedicated facilities. 10 Paid telephone services are offered by 11 our DTS provider at 16 ICE detention facilities 12 including almost all dedicated facilities. These 13 facilities range in population from 300 to 1800 14 and collectively house approximately 13,000 15 detainees on average which represents about 40 16 percent of our average population. 17 The DTS contract is provided at no cost 18 to ICE with Talton assuming responsibility for 19 installation and maintenance of all necessary 20 hardware and network services. ICE receives no 21 commission from Talton. Detainees are charged low 22 rates of 10 cents per minute for domestic calls Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 193 1 with no additional connection fees or ancillary 2 charges. These rates are well below the upper 3 limit imposed by FCC's recent order on inmate 4 calling services. ICE's DTS rates are lower even 5 than the Safe Harbor rates which the FCC presumes 6 charges to be lawful. 7 In its order, the FCC accordingly 8 applauded ICE's efforts to reduce rates to 9 reasonable, affordable levels. 10 ICE detainees are also charged a uniform 11 rate of 15 cents per minute for international 12 calls to landlines and 35 cents per minute for 13 international calls to mobile phones. Since the 14 DTS contract was awarded, the number of calls per 15 detainee and minutes per detainee has increased 16 substantially. 17 In addition, the DTS contract provides 18 for free telephone calling services to select 19 numbers through a centralized pro bono platform 20 which can be accessed at any detention facility 21 regardless of whether it's a pay services or 22 furnished by Talton or a different service Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 194 1 provider. This pro bono platform enables 2 detainees who dial in to place free calls to a 3 number of entities including foreign consulates, 4 immigration courts, and hotlines operated by ICE 5 and by the DHS Office of Inspector General. 6 At many of the detention facilities 7 where Talton is not the primary provider, Talton 8 must pay per call compensation to ensure detainees 9 have access to the pro bono platform. Those 10 additional costs are not passed along to ICE or to 11 the ICE detainees making the calls. 12 These low rates and the additional cost 13 of maintaining the pro bono platform have not come 14 at the cost of decreased service or security. The 15 DTS contract provides for a number of security 16 features important to the confinement setting 17 including utilization of voice biometrics and 18 remote live monitoring and recording capability 19 for all non- privileged calls. With respect to 20 service, Talton has recently increased the minimum 21 number of telephones available to one telephone 22 per every 10 detainees. It did so in response to Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 195 1 a non-binding provision in our most recent 2 detention standards which establish the 10 to 1 3 ratio as a benchmark for optimal performance. 4 ICE has an interest in ensuring low 5 phone rates and sufficient access for its 6 detainees even at facilities where its DTS 7 contractor is not offering paid telephone 8 services. In fact, it is ICE policy incorporated 9 in national detention standards that all detention 10 facilities provide reasonable and equitable access 11 for reasonably priced telephone services. 12 Since 2008, ICE detention standards have 13 required that contracts for telephone services 14 comply with all applicable state and federal 15 regulations and that rates are based on rates and 16 surcharges comparable to those charged to the 17 general public. Any variations from public rates 18 must reflect the actual costs associated with the 19 provision of services in a detention setting. ICE 20 conducts ongoing oversight to ensure facility 21 compliance with those detention standards. 22 However, it can be difficult for ICE to ensure Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 196 1 that rates are comparable to those charged to the 2 general public due to the complexity and variety 3 of telephone rates and plans. 4 FCC's recent order therefore provides 5 much needed clarity regarding the legal 6 requirement that telephone rates, charges, and 7 practices for detainees be just, reasonable, and 8 fair. And our DTS contract demonstrates that all 9 of the requirements in the FCC order can be met 10 without any reduction in security or quality of 11 services. Thank you. 12 MODERATOR GUDE: Thank you very much, 13 Kevin. Next, Richard Smith. 14 MR. SMITH: Thank you and thank you, 15 Chairman Wheeler, Commissioner Clyburn and 16 Commissioner Rosenworcel for putting this panel 17 together. It's a wonderful event in which we can 18 all share ideas on how to get this project done. 19 It's clear from the panels' debates that we've 20 heard so far that we need a lot of work to get 21 this done in the right way. We need to deal with 22 commissions. We need to deal with security issues Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 197 1 and we can't let these slip. And we need to deal 2 with rates and fees. It's a hard project. That's 3 why it's taken us nearly 10 years to get to the 4 point that we're at today, but it can be done and 5 I think it needs to get done right. 6 My name is Rick Smith and I represent 7 Securus Technologies. I'm the Chief Executive 8 Officer of the company. A little bit about 9 Securus. We've been in business for 26 years. We 10 serve almost one million out of the 2.3 million 11 inmates with some form of the products that we 12 have today. We have 1000 dedicated employees in 13 46 states and the District of Columbia. We allow 14 inmates to communicate with friends and family 15 members in a safe and secure way. We have 650 16 products, 650 products that we have, most of those 17 dedicated to safety and security, and we help to 18 protect society, inmates, corrections officers, 19 judges, witnesses, and more by making sure that 20 communications are well-intended and not used for 21 the wrong purposes. It's what we do that keeps us 22 all safe. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 198 1 At some point in the presentation and 2 these discussions, I always get around to 3 discussing where I think we stand in terms of a 4 competitive company with competitive returns. And 5 I've heard three words during the session so far. 6 One is that rates are egregious. One is that 7 rates are abusive, and the other one is that rates 8 are predatory. I can look at our bottom line and 9 compare that to other companies' bottom lines. 10 Most of these companies you've heard of. And so a 11 few statistics before we can use any of those 12 words. 13 I looked at net income, kind of what you 14 can get from public statements, as a percentage of 15 profit. And here's the listing. Verizon was at 16 14.3 percent; not bad. Time Warner was at 11.4 17 percent, and I'm going in descending order now. 18 AT&T, we've all heard of AT&T and what they do, 19 they're at 10 percent. Century Link, think of that 20 as U.S. West Embark, Century, pretty big company. 21 I think the fourth largest local exchange carrier 22 in the United States; they're at 5 percent. And Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 199 1 now Securus brings up the rear at 1.4 percent. So 2 Verizon makes roughly 10 times what I make on a 3 comparable basis. Time Warner makes eight times 4 what I make. AT&T makes seven times what I make. 5 Century Link makes four times what I make. I'm 6 not saying that any of those are bad. I'm just 7 putting these things in the proper perspective in 8 terms of what we make bottom line after all of our 9 costs, and commissions does represent a 10 significant portion of our costs is a relatively 11 small number. 12 So we don't earn excessive profits. We 13 don't earn excessive profits. We don't earn 14 excessive profits. I said that three times for 15 the egregious and abusive and predatory kinds of 16 comments that come at us most of the time. 17 There are two charts that I have up here 18 and these go directly to the panel's theme, 19 understanding the provision of ICS in different 20 facilities and understanding what the cost drivers 21 are. The one on your left, that kind of vertical 22 one, I know you can't see that but you have this Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 200 1 data -- both these charts available to you. They 2 were passed out. If you don't have them, there 3 are copies over there. And we've been doing this 4 for a lot of years meaning looking at contracts, 5 putting together a model of what we can build for 6 these things. 7 And there are 85 different variables 8 that we've developed over the last 26 years, and 9 we've priced out approximately 50,000 contracts 10 over that period of time. So we have a relatively 11 large depth and breadth of experience on the cost 12 element side. And you can read these 85 items. 13 There are 16 numerically and then when you add up 14 all the bullets, there are a lot of things there. 15 Our business is complicated. Many people that I 16 talk to, some people who I think should know more 17 about our business, think it's the, you know, walk 18 down to the corner, put 10 cents in a pay 19 telephone, hear it ding and make your call. It's 20 a lot more complex than that and that complexity 21 needs to be taken into consideration in terms of 22 rates. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 201 1 So a few fun things to look at. We 2 store information on all calls. We have four 3 petabytes of storage. I'm an engineering guy so I 4 kind of love to say words like that. What that's 5 equivalent to is 80 million four-drawer filing 6 cabinets worth of paper data. That's what it's 7 equivalent to, circles the globe twice if you 8 stack all of the filing cabinets end-to-end-to- 9 end. So we store lots of stuff. 10 One hundred and fifty tool-carrying 11 technicians a big portion of our cost; 250 12 customer service people; 300 software development 13 people; 80,000 phones -- they're all ours -- we 14 have installed; 5,000 video phones -- they're all 15 ours; 100 technical support people; 50 site 16 administrators. 17 We complete 1.5 billion minutes of use 18 per year of traffic from inmates. We pay roughly 19 $150 million dollars back to the facilities in 20 terms of commissions. It's my cost. We have 25 21 million lines of code that we have to maintain and 22 keep up and build on. We've got 24 million feet Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 202 1 of fiber, coax and copper cables that we've got to 2 maintain. 3 We have cost of responding to subpoenas, 4 warrants, testifying to chain of evidence 5 requests. That happens every single week. That's 6 what we do and all of those things and more need 7 to be reflected in terms of final rates to an end 8 user customer. 9 Now to the chart over on the right. 10 This is a little more interesting. I've grouped 11 these in terms of small, zero to 100; medium, 101 12 to 1,000; this is ADP, average daily population; 13 and then large, 1001 to 20,000; and then more than 14 20,000. Think about it as underwear sizes, small, 15 medium, large, extra large. You got to go beyond 16 that, I can't help you. 17 So we have average rates. That exclude 18 commissions. This is my cost, not other carriers' 19 costs. It's my cost. It excludes commissions 20 because that's the way the FCC likes to take a 21 look at cost now. And ultimately, you see 28 22 cents for really small facilities up to a really Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 203 1 big facility, like 10 cents. 2 A really small facility for me, smallest 3 facility I have is Gross Point Park, Michigan, has 4 ADP of two with one telephone. That's my smallest 5 facility. They're in the 0 to 100 block. My 6 biggest facility is the Florida Department of 7 Corrections. It's 87,000 or 89,000 inmates. 8 The next column starts to tell you that 9 these numbers vary a lot and that's what the FCC 10 has to look at. Look at the --we'll go to the 101 11 to 1,000 for example. You can see it on the chart 12 or that, even though the average is 17, the range 13 for those facilities -- and there are lot of them; 14 there are 511 that I have so it's a pretty big 15 database -- goes from 8 cents a minute to 70 cents 16 a minute, so pretty big range. 17 So rates per minute show significant 18 variability. That needs -- and we all need to be 19 careful of that, not to price prisons or jails out 20 of the features that they need to do their jobs 21 and protect us. Decisions on rates are life and 22 death issues for victims, witnesses, inmates, Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 204 1 officers, and society. I don't' use that term 2 lightly. I mean it because I've seen it in the 3 hundreds of letters that we get from our 4 facilities. 5 So, we need to be thoughtful and 6 balanced and we need to have those kind of 7 approaches to setting rates that take safety and 8 security into consideration as well. Thank you. 9 MODERATOR GUDE: Thank you very much. 10 Richard. Next and finally, Thomas Sweeney from 11 Global Tel Link. 12 MR. SWEENEY: Thank you and thank the 13 Commission for inviting me and thank you for 14 putting me after Mr. Smith. That's a hard act to 15 follow. 16 I have little to add to what he said. I 17 think I have a number 86 feature and that would be 18 the type of inmate, whether you, you know -- and 19 I'll use the example I have a couple of counties 20 in Florida where I live. You have what I call the 21 city counties that have a lot of gang issues and 22 very severe type of criminal. And a few miles Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 205 1 down the road, you can have a beach community, 2 same size jail, where they have DWIs and some 3 public misconduct, totally different type. You've 4 got more investigators. You have more work 5 stations. You have more bandwidth, so there's -- 6 you know, we've talked about the differences 7 between the departments of corrections facilities 8 in counties, but there's really a difference 9 between the county facilities, as Rick said. 10 I pride myself on being the old guy in 11 the industry. We've talk so much. Somebody 12 mentioned earlier the first inmate phones went in 13 in the early 70's. I guarantee you it was the 14 late 70's because I was there. I worked here in 15 the Bell Atlantic region, was involved with -- at 16 that time, they were coin phones in a lobby. 17 Inmates would sign up for a call and they were 18 walked from their jail out to the lobby, an 19 officer would sign who they were, how long they 20 talked, and who they talked to. 21 You fast forward to today. That's 22 pretty much what our systems do. But along the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 206 1 way, I've seen unintended consequences. And I'm 2 glad to see that the whole industry here, we're 3 taking a step back and really studying what we 4 need to do because the first phones that went in 5 were live operator phones. That lasted about a 6 month before the central offices and the call 7 centers are yelling at me, Tom, you got to change 8 that because the inmates are calling up and asking 9 the operators what are you wearing, what time do 10 you get off, those type of things. 11 We went to an automated operator and 12 quickly, the facilities are saying now that they 13 have free access and I don't listen to what they 14 say, we're having, you know, security issues 15 happen, victims are being harassed, witnesses are 16 being harassed. So we came up with recording. 17 The first recordings were reel-to-reel, 18 Dictaphone, very expensive. As things have gone 19 on, we've seen the unintended consequences. 20 So my request is just to continue what 21 you're doing with making sure we study and make a 22 good decision before make a final decision. Thank Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 207 1 you. 2 3 4 MODERATOR GUDE: Well, thank you very 5 much. Thank you, everyone. Obviously, we're going 6 to start some questions and I'll kick this off by 7 saying what we have heard and what we've seen 8 through rates in different facilities and 9 different places is rates as low as -- I believe 10 we keep getting back to New York being somewhere 11 around 5 cents a minute and from there going up. 12 We've seen, Rick, from -- on your chart, your cost 13 information by size of facility and other things. 14 What I'm trying to understand and 15 reconcile is at the ICE facilities, was it 10 16 cents a minute? They seem to be able to provide 17 adequate security. They are very pleased with the 18 security. Clearly, they believe their systems are 19 absolutely what they need to provide security to 20 the public. New York seems very happy at 5 cents 21 a minute, able to do what they are doing. 22 The question that we have is what makes Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 208 1 up the difference between such low rates at 2 certain facilities providing adequate security and 3 in other places rates that are significantly 4 higher? Again, leave out the issue of 5 commissions; we can circle back to that. But 6 absent commissions, what drives those additional 7 costs that require significantly higher rates to 8 recover those costs -- to you Rick and then to 9 anyone else. I apologize. 10 MR. SMITH: You know, on the chart on 11 the right-hand side, we -- you know, our biggest 12 facility is 87,000 to 89,000 and for both of 13 those, I think you're talking about significantly 14 more ADP; if you put all the ICE facilities 15 together, significantly more ADP. But if you look 16 at the range -- don't look at the 10 cents, look 17 at the range. That just happens to be the 18 average. We go down to as low as 7 cents. So in 19 my mind, you know, a 5-cent facility or a 7-cent 20 facility, either one of those is a great rate. 21 I think the way you go from my 7 cents, 22 the low end of the range all the way up to 16 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 209 1 cents, the way you go up from 7 cents to 5 cents 2 is just more volume, more concentrated equipment, 3 better use of fixed assets, better use of people. 4 Those bigger facilities normally have a team of 5 our associates on site all of the time, not 6 assigned to anyone else, and you can make really 7 good use of those people versus you're serving 8 someplace in North Dakota where it may take a 9 technician four or five hours to drive to the 10 facility before they can put in any productive 11 time. 12 So I think it's just economies of scale 13 going from my averages of 15 to 18 cents or from 7 14 cents to 5 cents. But I think, you know, 15 hopefully, the FCC would be thrilled if on big 16 facilities we could average somewhere between 5 17 and 7 cents excluding commission costs. 18 So the short answer -- that's the long 19 answer. The short answer is I think it's just 20 economies of scale. The bigger the facility, the 21 lower the cost as long as you set commissions off 22 to the side. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 210 1 MODERATOR GUDE: Okay. So I'm just 2 trying to get clarity on this. Then that does 3 suggest size of facility makes a difference -- 4 MR. SMITH: Yes. 5 MODERATOR GUDE: -- in terms of cost. 6 MR. SMITH: It absolutely does. 7 MODERATOR GUDE: Okay. 8 MR. SMITH: Now let me go on further. 9 I've represented stuff there that's tiered. I 10 hate tiering. I would never -- if I were you, I 11 would never want to go to a tiering structure 12 because of all the administrative problems 13 associated with that, and which means that I truly 14 don't believe any facilities would be not served. 15 I think we, as an industry, would figure out a way 16 to service them all in some way. 17 But the administrative ease of having 18 one rate like we did on the interstate side -- we 19 could have tiered on the interstate side in the 20 interim rates and we didn't. We implemented that. 21 The price gap on the low end for the prepaid is 21 22 cents and we're at 17 cents. No facility is above Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 211 1 the Commission price gap of 21 cents, so we 2 average 17. And I'm not a fan of tiering just 3 because the administration because here's what I 4 would tell you all to do, and I'll tell you how 5 we'd look at the loopholes immediately. 6 We would go to a big facility like 7 Florida. If you did, for example, an ADP or a 8 minute of use kind of a tiering, we'd go to the 9 big facilities and say instead of one contract, 10 we're going to have 34, one per facility because 11 they're different, they have different 12 characteristics, they're in different parts of the 13 state so we migrate up to a higher rate. Within 14 the facilities, I'd start to look at booking areas 15 versus detention areas versus the women's area and 16 the men's area. 17 So we, as business people, are great in 18 terms of understanding the rules and, you know, 19 most people use the term "game" as like its 20 negative or illegal. I just view it as smart 21 business people will migrate to ways that will 22 allow them to make more money. So what I would Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 212 1 tell you thinking about only Securus, come up with 2 1,000 tiers and that would be great from my 3 perspective. But from sitting in your shoes, I 4 would say I need to keep this simple so I don't 5 get the guys and ladies to game it, so that's why 6 a single uniform rate, interstate-intrastate, both 7 together, makes a lot of sense to me from an 8 administrative perspective and I truly believe 9 after we stop the complaining, we can figure out a 10 way to make that kind of a structure work. 11 MODERATOR GUDE: Tom, so I'm not going 12 to let you off the hook. 13 MR SWEENEY: Thanks, hard to expand on 14 that. Personally, I think to postalize it -- we 15 call postalize rates -- is at least easier to 16 explain to called parties, officers and inmates. 17 To answer your initial question of 18 what's the difference, it was mentioned earlier, 19 that (inaudible) New York, it's not really true. 20 UNISYS has a contract. We're a subcontractor so 21 not a personal knowledge of what's going on there. 22 I do caution that -- I do know there is some Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 213 1 grumbling through different trade shows that they 2 would like to have some technology they couldn't 3 get because they don't have commission to give the 4 dollars away. I think that will come up in the 5 next RFP. 6 So as I had mentioned earlier, be 7 careful of your unintended consequences. When you 8 drop to a floor -- I think you mentioned it 9 before, someone on the panel -- what's the 10 motivation for bringing new technology in there. 11 There will be service. We'll all do a good job. 12 In this market, I've said from the very beginning, 13 service is pass/fail. If you don't provide good 14 service, you're not -- no matter what commission 15 you offer, you're not going to get the business. 16 So I agree with they'll all be serviced. But we 17 have 2200 individual facilities. I guarantee you 18 there are 2200 ways they're all set up. 19 MODERATOR ENGLEDOW: Mr. Diggins would 20 you like to provide the counterpoint? 21 MR. DIGGINS: Absolutely. I 22 respectfully disagree with Mr. Smith in regards to Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 214 1 the tiering option from the jail administrator's 2 perspective. I believe that our costs are not the 3 same from small to medium to large jails and those 4 costs including running the inmate calling systems 5 are vastly different when you're talking about a 6 6-bed facility in Kettering, Ohio. It's not the 7 same as a 2300-bed jail in Denver, Colorado or a 8 21,000 bed capacity system as you have in LA 9 County, and so the economies of scale on the 10 return on the investment for the inmate calling 11 system obviously can't be paid back the same for 12 the same technology. We all want to have inmate 13 calling systems which record, which we can garner 14 data from, which we can provide to law 15 enforcement. 16 And so for us, there is no way that you 17 can truthfully say from our end that a flat rate 18 across the board is palatable. And although it 19 may be easier for the providers when it comes to 20 the way that they have to run their business; for 21 us, it does not make sense. And I can tell you 22 that in speaking to jail administrators in those Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 215 1 small, medium, large and even mega jail systems, 2 all of who I know one or more of each, that they 3 would prefer to have a tiered system when it comes 4 to any rate structure which may be implemented for 5 intrastate calls. 6 MODERATOR GUDE: I want to just follow- 7 up a little bit on that. IN the Senator Stein 8 that what I'm hearing from Mr. Smith is the ease 9 would allow effectively averaging of rates across 10 different cost structures. Did I characterize 11 that correctly? 12 MR. SMITH: Yes. And if I could just 13 expand on my answer, I don't think I'd have a 14 conflict with Chief Diggins. If you set the price 15 cap rate high enough, it would allow -- and the 16 market would take care of ultimately lower rates. 17 If Denver was kind of a little higher than 18 average, if you set the rate high enough, we'd be 19 able to float it down so that we'd be able to 20 provide all of the enhancements that Chief Diggins 21 would need for bigger facilities. It would float 22 down because the market push it down in terms of Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 216 1 lower rates, higher -- to the highest ADP or the 2 highest MOU facility. 3 So I'm not saying one rate for every 4 facility in the United States. I'm saying set a 5 cap and as long as it's high enough, trust the 6 market to force it down to suit all the size 7 facility needs. I don't know if that clarified it 8 all. 9 MODERATOR GUDE: Okay. I'm going to let 10 you follow-up -- if you had any -- 11 MR. DIGGINS: No. 12 MODERATOR GUDE: -- comments beyond 13 that. 14 MR. DIGGINS: I think Mr. Smith cleared 15 it up. 16 MODERATOR GUDE: Okay. Thank you. Did 17 you have -- 18 MODERATOR BAKER: Well, yeah, I guess 19 I'd like to follow-up to that. So you're say8ing 20 that you set the rate cap high enough and even 21 though the cost may be lower at prisons, they 22 should pay the higher rates anyway? Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 217 1 MR. SMITH: No. The market would take 2 care of -- in the bidding process, the RFP 3 process, the market would take care of bidding 4 that particular contract lower. At least that's 5 the way that we see it working. The reason why my 6 bigger facilities have lower prices, which is what 7 is really reflected here, lower prices, lower 8 costs, is that we bid it down lower. We do not 9 have -- for example, when the FCC set the 10 interstate rate for us, because we're mostly 11 prepared, to 21 cents, we had no -- very few 12 facilities at 21 cents. Most were below that. We 13 actually average 17. 14 So even though we could have went to 21 15 cents for them -- and we actually approached some 16 facilities and said, "The price cap's 21, you're 17 at 18; do you want to go to 21?" Their response, 18 which I think is the proper response is no, we 19 want to have lower rates where we are, as low -- 20 and you know, we also approached one of our bigger 21 contractors, Missouri, and asked them -- they were 22 at a 7 cent minute rate -- and ask them, you know, Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 218 1 you have movement to increase that. They weren't 2 interested in that. So they do care, because I 3 think it matters to them, about lower rates. So I 4 think the market would drive rates lower no matter 5 what the price cap is. 6 Sure, there are some facilities, 7 especially lower ones that would hang around at 8 the price cap level, but in my mind, set the price 9 cap high enough, let the market take care of lower 10 rates. 11 And kind of the fly in that ointment is 12 this, is commissions because you don't want to 13 have commissions driving rates higher just for the 14 sake of having rates higher and the highest 15 possible commissions. So that's why in my opening 16 comments I said commissions are a big deal. It's 17 a very big deal for the facilities. It's a very 18 big deal for us because we're kind of like the tax 19 collector in terms of commissions. It's a very 20 big deal for the FCC and the states. And I think 21 that has to be dealt with, not eliminated but 22 dealt with in a way so that it doesn't harm the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 219 1 facilities. 2 And that's tough. That's why I think 3 this problem has been with us for 10 years. It's 4 just a tough problem to solve unless you just x 5 people out, and I don't think we ought to x anyone 6 out of this process. I think we ought to let 7 everyone have their piece and provide a lot of 8 good data to the FCC and together, I think we 9 ought to be able to -- maybe not all be thrilled 10 about the outcome but at least be okay with the 11 outcome. 12 MR. BAKER: I'd like to follow-up on 13 that. We just mentioned rates. What do you think 14 about a comprehensive approach that includes rates 15 and fees and single-payment services? I mean 16 they're all part of one mechanism. 17 MR. SMITH: I'm absolutely fine with 18 that. You know, some companies have migrated to 19 more fees and less in rate, like rate per minute. 20 And some companies have migrated to put everything 21 in rate per minute. I think that needs to be 22 addressed. I think you're right on. I think Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 220 1 that's something that needs to be done. 2 MR. BAKER: Okay. 3 MODERATOR ENGLEDOW: Just moving a 4 little bit. If we do all these wonderful reforms 5 that we're speaking about, do any of our panelists 6 have opinions on appropriate transition periods to 7 enact those reforms maybe from the facility side, 8 the provider side, the advocate side, flash cut, 9 phase in over three years, five years, provide 10 some suggestions? 11 MR. DIGGINS: Absolutely. The fact of 12 the matter is the majority of the sheriffs and 13 jail administrators who are receiving these funds 14 into inmate welfare accounts are using them for 15 the good of those inmates. Twenty years ago when 16 these services, these -- the technology was not 17 the same and perhaps the rate of return for those 18 funds was not the same. We didn't have programs 19 like mental health transition units inside of a 20 jail where someone with an AXIS-1 diagnosis who 21 has a bipolar mental health disorder coupled with 22 a drug addiction is getting help while they're in Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 221 1 our custody. We didn't have programs like that, 2 like recovery in a secure environment where 3 someone who has an addiction to drugs can get that 4 recovery while they're in our custody. And so 5 today those programs exist and if there was a 6 flash cut to say that they no longer could be 7 funded, then I would say that that would increase 8 recidivism rather than reduce it because those 9 folks will come back to our communities possibly 10 even worse than when they came to us and none of 11 us want that. We want to return them back to the 12 community better than when they came and so that's 13 why those programs are in place. 14 I would say that an appropriate response 15 to that would be to let the contracts run out in a 16 three to five-year period and during that time, if 17 those contracts began to expire, that they be 18 renewed under these new guidelines. But to allow 19 those counties, those departments to let those 20 contracts run their course and to start them anew 21 would allow them to prepare for any eventual 22 change. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 222 1 MR. FRIEDMAN: And I understand that 2 eliminating commissions or reducing rates 3 significantly would pose a hardship for 4 correctional facilities that have come to rely on 5 the commission payments they get to fund these 6 worthy programs. But prisoners' families have 7 been suffering hardships for decades, and 8 correctional facilities and service providers have 9 been on notice that these are issues that need to 10 be addressed for at least the past 10 years that 11 the Wright petition has been pending and certainly 12 more recently, at least a year since roughly the 13 Commission introduced its order on rate caps and 14 reforms of the prison phone industry. 15 So this is not something that has been 16 done overnight. This is something that has been 17 done overnight. This is something that has been 18 done over a decade long period, and I think any 19 period of transition needs to be as minimal as 20 possible to ensure that reasonable rates, 21 reasonable fair rates are enacted across the board 22 for all facilities, intrastate and interstate and Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 223 1 that's what justice requires. 2 One other point on the fact that the 3 commission payments are funding these programs 4 such as mental health and substance abuse 5 treatment, those are inherent programs that need 6 to be funded through public funds. Prisoners' 7 families who overwhelmingly pay the commissions 8 should not be the people who pay for these types 9 of programs alone. This is a public service. 10 Jails provide a public service for the public good 11 and the public needs to fund it. So to the extent 12 that commission payments are used for these worthy 13 programs, that's great. But prisoners' families 14 are not the ones who should be footing the bill as 15 they have done for the past several decades. 16 MODERATOR GUDE: Elias, a response to 17 that, please? 18 MR. DIGGINS: Yes. Those funds are not 19 the only source for those programs. They assist 20 in us providing those programs but there are 21 literally tens of hundreds of programs which 22 inmates are involved in. Those programs that are Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 224 1 funded by these inmate welfare funds are a portion 2 of that. 3 There are lots of other things that jail 4 administrators do inside of the facilities which 5 come from other sources. And so I don't want to 6 paint the picture that is the only source for 7 this. If it was not available with the 8 supplemental for these, then the burden would be 9 on all of the taxpayers in addition to what they 10 already incur for those costs. 11 All of our money comes from tax revenue 12 for each county. The sheriff's departments are 13 not self sufficient. We are run by county 14 government which all of you know is based on tax 15 revenue. 16 And so everything that we do, we are 17 very responsible for when it comes to the revenue 18 that we receive from our county governments, and 19 any additional monies that we receive help us to 20 better prepare the inmates as they are released 21 back into society. 22 MS. KAJSTURA: Sure, I just noticed Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 225 1 we're kind of getting caught up in what I think 2 might be a false dichotomy in terms of cutting 3 these prices and therefore losing revenue. And I 4 think this kind of goes to Mr. Smith's comment 5 before that, you know -- he says that Securus 6 doesn't make egregious profits but they might 7 charge egregious prices. And that, I think, shows 8 that there is something seriously broken with this 9 system. And I think it's important to look to 10 places like New York that have really cut their 11 rates, what they've seen and which has been 12 mentioned repeatedly through filing t5o the FCC 13 and in the earlier panels today is that as the 14 prices drop, the call volumes increase making up 15 significant portions of the money and of the 16 profits. 17 MR. FRIEDMANN: If I could just chime in 18 briefly. On the charge that Securus provided, and 19 I think it is important to note that these are 20 Securus's costs, average rates excluding 21 commissions. So obviously, the cost to the 22 consumer is going to be much higher than the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 226 1 average cost of 15 to 18 cents per minute. So the 2 commissions add a significant amount onto this. 3 I also note that this range, if you look 4 at the range of rates, excluding commissions, it's 5 from 7 cents a minute to a $1.22 a minute. That 6 means at some facilities, the cost to Securus of 7 providing that call ranges from about $1.40 for a 8 20-minute call to over $24.00 for a 20-minute call 9 based on its own data, excluding commissions. So 10 that vast range in there is something that needs 11 to be considered. 12 Certainly, there might be differences in 13 providing services, small versus large facilities, 14 but when 5the cost to Securus for a 20-minute call 15 is $24.00, then I think questions need to be asked 16 and answered. 17 MODERATOR ENGLEDOW: I just had a 18 question, Mr. Smith, on this chart. Aleks just 19 noted the two middle columns say "rates" and the 20 yellow part down at the bottom refers to "costs." 21 Just -- 22 MR. SMITH: I used them interchangeable. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 227 1 As part of my cost, I have a reasonable rate of 2 return, weighted average cost to capital cost of 3 equity cost. I go through all of that when I 4 determine those. 5 MODERATOR ENGLEDOW: Okay, thank you. 6 MR. SMITH: You're welcome. 7 MODERATOR GUDE: Darrell. 8 MODERATOR BAKER: Mr. Smith and Mr. 9 Sweeney, I think I heard you correctly in that you 10 both agree that there needs to be a comprehensive 11 approach that looks at rates, fees and single 12 payment services. Would that be correct that you 13 all agree with that? 14 MR. SMITH: Yes. 15 MODERATOR BAKER: Okay. What then do 16 you think is -- do you see as the ICS providers' 17 obligation with respect to making cost data 18 available to regulators to accomplish that 19 purpose? What level of transparency should there 20 be? 21 MR. SMITH: Darrell, we provided our 22 first cost study. We call it kind of the woods Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 228 1 (ph) cost study and we spearheaded that as part of 2 the industry and we provided that to the FCC back 3 in 2008-2009 timeframe so we gave cost data then. 4 It was, you know, a relatively high-level study 5 but it was done by someone on the outside of the 6 company. We provided a more detailed analysis 7 2012-2013 and that was a name that begins with 8 "S". We used that consultant and I can't 9 pronounce it but we provided data then. 10 We're presently doing what I would call 11 maybe good, better, the best cost study that we've 12 ever done. We're using -- first of all, its' the 13 most expensive cost study we've ever done. It 14 will cost us about $400,000.00. We will submit it 15 to the FCC on July 17th. We're working really 16 hard to meet their original date. We're trying to 17 provide everything that the FCC put out in terms 18 of requirements on the cost study and so that 19 should be available on the 17th. 20 There will always be some areas that 21 aware blacked out but we're going to try to 22 minimize that this time so we can be as Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 229 1 transparent as we possibly can. It'll be, you 2 know, rates per minute. It'll be the fees that we 3 charge. It'll be the cost base of the fees that 4 we charge. So that will be our most significant 5 effort done by what I'd call probably the best 6 accounting/economic analysis firm that we know of 7 in the industry, FTI consulting. And like I said, 8 that should be available shortly. 9 I think -- when you see it, I think 10 you'll really -- you may not agree with it but I 11 think you'll really like it. But there are 12 numbers that are consistent with -- not exactly 13 because this -- note, this is kind of like our 14 marketing database. They use kind the account 15 database, quote, the real numbers and so they'll 16 be close to all of the numbers there in that first 17 -- or the first column over from ADP. 18 I think -- my prediction is you'll at it 19 and you'll say, "This is really pretty good." 20 Hopefully, that's what you'll say. 21 MR. BAKER: Will you make that economist 22 available for questioning and for discovery? Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 230 1 MR. SMITH: Yes, yes. That's -- 2 MR. BAKER: Okay. 3 MR. SMITH: -- that will be part of 4 their work and they've done multiple -- they have 5 a history of doing cost studies so, you know, 6 doing that before the FCC and states is not unique 7 for them. 8 MR. BAKER: Okay. 9 MR. SMITH: And I know you're a tough 10 guy to please but we're going to try to please 11 you. 12 MR. BAKER: Thank you. 13 MR. SMITH: You're welcome. 14 MR SWEENEY: The difference between the 15 CEO and the Salves VP is -- I don't have all those 16 figures at my fingertips -- difference between CEO 17 math and sales math but understand that in the 18 past, although we -- you know, we have contracts 19 for our costs and things, we didn't keep that. We 20 weren't required to so I think we're in the same 21 position. We are now looking at internally of 22 people doing cost analysis and we will provide the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 231 1 same thing. 2 MODERATOR ENGLEDOW: Kevin, just from 3 ICE, a question. We haven't heard much about 4 international rates on our panels today, and 5 hopefully just you could shed some light, fill in 6 a little bit of a whole for us. Can you discuss 7 the rates that ICE has for international calling 8 and your opinion, if you can provide it, on 9 whether the Commission should regulate those 10 international rates? 11 MR. LANDY: Sure. Because of the nature 12 of our population, of course, rates for 13 international telephone calls is incredibly 14 important, both that the rates be reasonable but 15 also that we can present the rate structure to 16 detainees in a way that is uniform and simple to 17 understand. Currently, ICE detainees are charged 18 a uniform rate of 15 cents -- I mentioned this 19 earlier -- per minute for direct connections to 20 landlines to any country and 35 cents for 21 connections to mobile phones. 22 As a point of comparison, I just last Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 232 1 night looked up what I would be paying on my own 2 phone plan and also the competing provider for 3 where I live, having even -- notwithstanding the 4 monthly rate that I pay for that phone service, 5 looking at the countries where we have the 6 greatest number of detainees, Guatemala, Costa 7 Rica, Honduras and El Salvador, the international 8 rates that I would be paying were higher for 9 direct calls to landlines and for many other 10 countries where we have detainees, quite a bit 11 higher, the rates that I'd be calling if I didn't 12 have an international plan for which I'd be paying 13 an extra $20.00 a month. 14 So far this fiscal year, we have 15 detained people from 200 different countries and 16 that number will continue to grow. And in our 17 prior contract, the rate structure was a list of 18 250 countries and 250 rates, and there is no -- I 19 don't -- I think it's hard to guarantee that 20 detainees at every housing unit in all of our 21 facilities are going to understand what the rates 22 are going to be when they place that call. So Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 233 1 having that uniformity is really important. 2 I think anyone who's an immigrant in 3 this country, regardless of whether or not they're 4 in ICE custody, if they find themselves in 5 custody, obviously international calls could be 6 very important to them. For us in particular, for 7 many of our detainees, all of their family members 8 and loved ones are in their home countries. 9 Maintaining detainees' morale, allowing them to 10 maintain that relationship is incredibly 11 important. Even from a pragmatic perspective, a 12 number of our detainees are aware that they're 13 going to be removed back to their home countries 14 and need to make appropriate arrangements for 15 their departure. So that's also a humanitarian 16 perspective but from the agency's perspective, 17 it's pragmatic as well. So low rates, uniform 18 rates, and I can't make recommendations to the FCC 19 but those are factors that are important to us. 20 MODERATOR GUDE: To follow-up on that 21 just to make sure, those international calls have 22 all of your security bells and whistles associated Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 234 1 with those as well, right? 2 MR. LANDY: Yes. 3 MODERATOR GUDE: Okay. As we're running 4 towards the end, I just wanted to give everyone on 5 the panel an opportunity. Many of you or I think 6 most of you who have been able to sit through the 7 other two panels heard comments on what the 8 impacts are or have been or have not been with 9 respect to intrastate services in sort of post the 10 FCC's interstate rules that came out, the interim 11 rules that came out last year and also the second 12 panel which was focused on ancillary charges. I 13 wanted to give you all an opportunity to have any 14 comments, share your thoughts, if there was 15 anything in there you felt you disagreed with, 16 agreed with, had other thoughts on, give you all 17 the opportunity. 18 MR. DIGGINS: I9'll jump in. 19 MODERATOR GUDE: Please. 20 MR. DIGGINS: First of all, I think I 21 didn't -- I forgot to thank the FCC for allowing 22 law enforcement to be at the table. Being the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 235 1 only law enforcement officer who has been a part 2 of these panels has been an honor and we are 3 partners in this conversation and hope to stay at 4 the table to have a fair, just, and reasonable 5 response to this issue which is very important to 6 us. 7 There was a comment made about prisons 8 and jails being the same based upon the 9 populations. I just want to clarify that that is 10 not true. We are absolutely different. When you 11 talk about a facility, a prison facility that has 12 2200 inmates, generally they're there for a very 13 long time; some of them for a short stint for 5 to 14 10 years; some of them may be there for the rest 15 of their lives. And so an inmate calling system 16 in that regard is a little bit different than a 17 facility of our size that may have 2200 beds but 18 processes 37,000 people per year for whom each we 19 have to set up a calling profile. 20 And so it's not an apples to apples 21 comparison when it comes to prisons and jails. We 22 hope to continue to make that argument not just Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 236 1 here but in other venues. But the conversation 2 regarding jails should come from jail folk and 3 we're more than happy as an organization to 4 continue to represent that. 5 MODERATOR GUDE: I can say we very much 6 appreciate your coming here and we hope that you 7 can continue to be involved. We appreciate that. 8 Our efforts will be benefitted by that. 9 MR. DIGGINS: Thank you. 10 MODERATOR GUDE: Alex. 11 MR. FRIEDMANN: Thank you. Just a 12 couple comments. I think it's important to 13 realize that although HRDC advocates for prisoners 14 and their families, you know, nobody wants to see 15 rates so low that companies are not able to 16 generate profit and maintain their services. You 17 know, it doesn't benefit anybody if companies 18 cannot meet the rates and they're doing below cost 19 business and they go out of business and inmates 20 can't make phone calls to their families. 21 So when we talk about having just, fair, 22 and reasonable rates, that's exactly what we mean. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 237 1 We don't mean unfair rates that are unfair to the 2 companies. We also don't mean rates that are so 3 high that they're unfair to prisoners' families. 4 There has to be a balance there. In order to have 5 that balance, you do have to have the data. You 6 have to have important cost data that allows you 7 to find that balance between reasonable rates on 8 both sides. 9 So Mr. Smith, when he discussed some of 10 Securus's finances, you know, he pointed out that 11 other companies have higher profit margins such as 12 10 percent with AT&T or 14 percent with Verizon. 13 The difference is if I'm doing business with a 14 company and I don't like their profit margin, I'll 15 just find another company. I don't like AT&T, 16 I'll go to Verizon. If I don't go Verizon, I'll 17 go with somebody else. I don't like my cell phone 18 plan, I'll change it form T-Mobile to Boost. But 19 people in prison and their families who 20 overwhelmingly pay for the cost of their calls 21 don't have that choice. They can't simply switch 22 from one carrier to another because there are Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 238 1 basically monopolies on prison and jail phone 2 services once the company has the contract. 3 And although Securus might have a very 4 low, say, 1.4 percent net profit, we still don't 5 really know what that profit is because that data 6 is not made publicly available in terms of how 7 much they're actually making until that cost data 8 is entered into the record. 9 One comment that was made by Mr. Smith 10 was that the -- we should trust the market to 11 force the prices down. In other words, if we just 12 trust the competitive nature of the market, then 13 things will resolve down to a certain level that's 14 fair and just. But competition only works if the 15 nature of the contracts is to benefit the 16 consumers. So long as we have inmate service 17 contracts for phone services that are based on the 18 highest commission percentage rather than the 19 lowest cost to the consumer, the competitive 20 forces don't work because they're non-existent. 21 Thank you. 22 MS. KAJSTURA: I actually wanted to Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 239 1 reply to the comment about the size of the 2 facility. So yeah, there are some facilities that 3 have tremendous churn and annually about 12 4 million people cycle through jails and, you know, 5 that's a number that's problematic for many 6 reasons. But there are states where -- I think 7 Louisiana, over 50 percent of the population in 8 jails is serving out their sentence. They're just 9 happened to be placed inside of a jail instead of 10 a prison. So just -- it just doesn't serve as a 11 clear-cut line is all I was saying. 12 MR. LANDY: I would just like thank the 13 FCC for all the tremendous work it's been doing in 14 this area. I've spoken about our DTS contract 15 where we have, obviously, greater control over 16 rates and services. But in my capacity conducting 17 -- or collaborating on detention reform 18 initiatives, information is also incredibly 19 important. And we have a lot of facilities where 20 we don't have our DTS contract. There are jails 21 and contract-operated facilities which are very 22 important partners to us, and I don't want to Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 240 1 suggest that, you know, I understand at all what 2 the pressures are in their very different systems. 3 But the information that the FCC is 4 currently collecting is going to be very helpful 5 to us, because having more information about 6 facilities that we use, it just allows us to 7 better understand basically what we're paying for 8 and what the situation of all of our detainees is. 9 So thank you very much. 10 MODERATOR GUDE: Thank you. Rick. 11 MR. SMITH: A couple points. Inter 12 equals intra, I've said that to the Commission 13 before. I think that the rates ultimately and 14 what you do, they should be very similar on the 15 interstate state side and on the intrastate side. 16 I think commissions is the elephant in 17 the room. It represents roughly 50 percent of our 18 cost structure and we have built a model as an 19 industry where the facilities that we serve rely 20 on those commissions. And I don't think it's fair 21 to pull that away without some kind of support 22 mechanism in its place, whether that's a Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 241 1 transition period or it's a cap on commissions but 2 it isn't fair to the facilities that have 3 participated in this process where we just kind 4 of, you know, forget commissions and say it can't 5 be done anymore. That's what we've done on the 6 interstate side so far and it's -- I think it's 7 worked to a great degree for us because it only 8 represented 10 percent of total commissions. So 9 you can kind of pull that down a little bit and 10 facilities aren't gutted in terms of the 11 commission number. But I think commissions is an 12 issue that needs to be dealt with in the open, in 13 an economic kind of way. 14 I absolutely agree with Alex Friedmann 15 and I thought I make this part of my comments that 16 -- and I didn't think I'd ever agree with you on 17 anything -- but I do agree on the notion of 18 competition works as long as you can kind of deal 19 with commissions in some because that's the part 20 of the equation that makes it not work, although 21 where there are low commissions or capped 22 commissions, I have seen many facilities, for the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 242 1 good of inmates and friends and family members, 2 decide contracts based on who can provide -- and 3 I'm sure you, too, have -- who can give me the 4 lowest possible rate; you know, I care about 5 commissions and you can give me 25 percent, but 6 who -- the firm that can give me the lowest 7 possible rate for inmates and friends and family 8 members wins. And that's an okay model. We can 9 participate in that model okay but it comes back 10 to it is a very tough issue for you and for the 11 states. 12 I think it should be dealt with on a, 13 quote, a fair way. I love that term because you 14 have to be fair to all the people who've built 15 this business model over the last 20 years, and 16 you got one tough job trying to do that. 17 MODERATOR GUDE: Thank you. Thomas, you 18 have the last word. 19 MR SWEENEY: Yeah, just I echo what Mr. 20 Friedmann said, fair and reasonable. I like that. 21 And let's make sure we take our time and get to 22 the place where it works for everyone. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 243 1 MODERATOR GUDE: All right. Thank you, 2 everyone. This was a great panel. I think we got 3 a lot out of this. I hope you all will continue 4 to stay involved as the process continues. Your 5 input is critical. Thank you. 6 (Applause.) 7 (Whereupon, off the record for a brief 8 recess.) 9 MODERATOR ENGLEDOW: (Inaudible) forms of 10 communications in correctional settings beyond the 11 traditional wireline telephone call. 12 And my name is Lynne Engledow. I'm 13 Assistant Division Chief in the Pricing Policy 14 Division of the Bureau and David Zesiger, Senior 15 Counsel in the Division. We will just go 16 alphabetically down the line and start with Mr. 17 Byrne. 18 MR. BYRNE: Thank you. I want to thank 19 the FCC for allowing me to be a part of this and 20 talk about new technologies. And as this workshop 21 is focused on inmate calling services and this 22 panel is specifically targeted to new Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 244 1 technologies, I'd like to focus my opening 2 comments on a new solution to the problem of 3 contraband cell phones that also provides enhanced 4 telephone access to detainees and their families. 5 The first payphone was installed in 6 Hartford, Connecticut in a bank in 1889. The 7 first payphone in jail, as we heard earlier, 8 probably in the 70's. Ironically, the same 9 device, admittedly with very sophisticated back- 10 end controls is still being used in prisons and 11 jails around the world 125 years later. Yet when 12 was the last time you personally used a pay phone? 13 The reason for this are cell phones. 14 As many of you may be aware, contraband 15 cell phones are a significant issue in prisons and 16 jails across the country and indeed around the 17 world. Over 15,000 were confiscated in California 18 alone in 2012. In fact, Georgia Department of 19 Corrections Commissioner Brian Owens has stated 20 illegal cell phone use in Georgia prisons has 21 developed to epidemic proportions and is now the 22 system's greatest safety threat. There is no Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 245 1 doubt that the use of unrestricted cell phones in 2 prisons is a serious security risk and that some 3 of it is for criminal use and criminal activity. 4 However, it has been shown that the vast 5 majority of contraband cell phone use is by 6 detainees seeking more frequent and affordable 7 interaction with family and loved ones, 8 interaction that is now severely restricted by the 9 limited number and shared use of prison pay 10 phones. We believe that contraband cell ph ones 11 are a problem of both and supply and demand. Due 12 to the demand for the cell phones in prison, there 13 is an active and highly lucrative pipeline of 14 supply. Most prison administrations have focused 15 on restricting the supply of contraband cell 16 phones through detection, managed access jamming, 17 and search. However, like the problem of drug 18 smuggling, without addressing the demand for 19 contraband, the problem will never be solved. 20 We have developed a solution called 21 meshDetect which helps to reduce the demand for 22 contraband cell phones by siphoning off the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 246 1 legitimate desire for more frequent telephone 2 access between detainees and their loved ones. 3 meshDetect is a secure prison cell phone solution 4 that gives detainees highly customized cell phones 5 with all the security and control features of 6 prison payphones. This allows those detainees 7 whose only desire is for legitimate, non-criminal 8 contact with families to use wireless technology 9 safely and securely. By siphoning off and co- 10 opting this non-criminal wireless usage, we 11 significantly reduce the overall demand for 12 contraband cell phones and therefore the 13 profitability for those smuggling these devices. 14 Less financial reward for cell phone smugglers 15 changes the risk-reward equation and makes it much 16 less appealing given the high personal and 17 professional risk for those who are caught 18 smuggling in cell phones. 19 In addition to reducing the demand for 20 and therefore the supply of contraband cell 21 phones, enhanced access to telecommunication 22 services has proven significant additional Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 247 1 benefits of reducing recidivism, improving 2 detainee behavior, and increasing officer safety. 3 Eventually, all technology trends reach the prison 4 walls. In fact, the Department of Justice 5 recently mandated that the federal Bureau of 6 Prison Halfway House detainees be given controlled 7 access to cell phones to facilitate communication 8 with potential employers and family. With the 9 meshDetect, all deserving detainees can benefit 10 from wireless technology safely and securely. 11 Thank you. 12 MODERATOR ENGLEDOW: Mr. Gainsboro. 13 MR. GAINSBORO: Thank you. I just want 14 to begin very briefly by saying that I think the 15 FCC has done an excellent job in tackling a really 16 tough problem and I want to thank the FCC for 17 inviting me to speak today. So thank you, guys. 18 Keep up the good work. 19 The inmate telephone provides an 20 important and critical link to keep inmates in 21 contact with their friends and families. The 22 transition from freedom to confinement is a Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 248 1 challenging one. Unfortunately, the same inmate 2 phone is also used to threaten and harm the 3 public. Documented cases of such crimes include 4 threatening, intimidating, blackmailing and 5 murdering crime victims as well as jurors, 6 witnesses, informants, public servants and others. 7 One important and proven technology that 8 has provided significant public safety protection 9 for inmate calling systems is voice biometrics. 10 This technology was first deployed in the 11 corrections industry in the early 1990's and was 12 referred to as pre-call validation. These systems 13 required inmates to speak a specific pass phrase 14 during an enrollment process that was then stored 15 in a voice print database. In order for an inmate 16 to place call, the inmate would have to enter a 17 PIN and then say their specific pass phrase for 18 their call to be released to the telephone 19 network. 20 In 2007, a new continuous voice 21 biometric identification technology referred to as 22 CVI was first launched in the corrections Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 249 1 industry. This technology developed originally 2 for the U.S. Department of Defense eliminated the 3 need for the inmate to say a specific pass phrase 4 and simply required a non word- specific 45 second 5 sample of inmate speech. A model of the inmate's 6 voice was created and stored in a voice-matching 7 database. The voice model was then subsequently 8 compared to each phone call placed from the 9 correctional facility. 10 CVI offered significant benefits over 11 the earlier 1990's pass phrase validation 12 technology because any unauthorized inmate 13 entering the phone conversation at any time could 14 be automatically identified as well. 15 Prior to the advent of CVI, the industry 16 had no way to quantify the amount of PIN sharing 17 and stealing that was going on in correctional 18 facilities. As a result of the accuracy and 19 capabilities of the newer CVI technology, a test 20 was run on over 50 million inmate phone calls and 21 included correctional agencies with as few as 75 22 inmates all the way up to an agency that had more Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 250 1 than 13,000 inmates. The test revealed that 2 greater than one out of every 15 phone calls 3 placed by inmates was either a PIN misused or a 4 PIN abused phone call. 5 Once these calls could be automatically 6 identified, call reviewers could spend their time 7 just reviewing PIN abused calls. When inmates 8 misuse or abuse PINs, there is a high correlation 9 with criminal activities and correctional agency 10 policy violations. 11 The future of CVI for protecting the 12 public, inmates, and correctional staff for 13 regular phone calls, video calling, Voice Over IP 14 calling, and cellular phone calls is very 15 promising. Under development is an entirely new 16 generation of technology designed to further 17 protect the public. These developments include a 18 greater ability to zero in on the inmate phone 19 calls that are most likely to be involved in 20 criminal calling activities. 21 During recent beta tests of this new 22 improved and expanded technology at the New Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 251 1 Hampshire Department of Corrections, the system 2 was able to identify within seconds a criminal 3 phone call where one inmate ordered a hit on 4 another inmate. As a result, the agency was able 5 to have knowledge of the planned assault 6 significantly before the assault took place. The 7 same beta test system has identified hundreds of 8 similar types of calls. These calls have included 9 attempts to circumvent the justice system and 10 other criminal actions. In another important 11 safety- related detection, the system identified 12 an inmate who was arranging with an outside party 13 for drugs and other contraband to be smuggled into 14 the facility. Correctional staff used the system's 15 detection information to intercept the contraband 16 and the co- conspirator was arrested. 17 As inmate phone rates decline, inmates 18 will begin making more phone calls. The challenge 19 for the correctional agency and the industry will 20 be to find those calls where inmates are 21 threatening or attempting to harm the public. Due 22 to the fact that in excess of 20 percent of all Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 252 1 inmate PINs are misused or abused and that these 2 inappropriate uses are highly correlated with 3 threats and harm to the public safety, it is in 4 the greater public interest to have the cost of 5 these technological safeguards be included in the 6 cost of providing inmate phone service. 7 In closing, continuous voice 8 identification is one technology that will 9 continue to offer an economically feasible method 10 of decreasing the risk of inmate calling to the 11 public, other inmates, and correctional staff 12 while still allowing the inmate to communicate 13 with his friends and family. 14 MODERATOR ENGLEDOW: Mr. Gongaware. 15 MR. GONGAWARE: First, I'd like to thank 16 the FCC for organizing and hosting this workshop, 17 and I'd like to thank them for allowing me to 18 talk. 19 My name is Grant Gongaware. I am the 20 founding engineer at Telmate and currently 21 Telmate's chief architect. I have been 22 responsible for much of Telmate's software Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 253 1 development, hardware planning, and networking 2 design. I would like to spend a couple of minutes 3 discussing Telmate's development and 4 implementation of new technologies. Then I'd like 5 to spend a few minutes discussing the challenges 6 we have and anticipating the costs associated with 7 those new technologies. 8 First, the development and 9 implementation.: Telmate attributes most of its 10 success to the engineering of new VOIP and 11 broadband technologies and our freedom to 12 introduce these to and compete in the 13 ICS marketplace. From a hardware 14 perspective, we maintain three primary platforms: 15 One, a VOIP phone system which provides telephony 16 service; two, shared media stations which operate 17 over broadband and wireless networks; and three, 18 shared tablet computers which also operate over 19 broadband and wireless networks. Of these, I 20 think the media stations and the tablets offer the 21 most potential. 22 When available, inmates can use shared Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 254 1 stations and tablets to access what we refer to as 2 either self-contained or supervised services. 3 Self- contained services are one-sided. Those 4 include games, streaming music, education, and law 5 library tools, commissary ordering, and the Cloud 6 storage needed to support these offerings. 7 Supervised services are multi-sided. 8 Those include private text-based messaging 9 systems, photo sharing, internet browsing and 10 video visits. Obviously, supervised services 11 require a higher level of security because inmates 12 can use them to send unsolicited communications, 13 and all supervised services therefore require 14 manual review cues and automated biometrics. They 15 also require filtering, logging, tracking, 16 storage, searchability, and live access. 17 We offer new technologies through 18 innovative self-contained and supervised broadband 19 services. On the self-contained side, we are 20 developing access points for digital goods like 21 music albums, game upgrades and videos. We are 22 leading the push to Deleon and implement education Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 255 1 and e-learning tools. In fact, we are particularly 2 excited about a pilot program at Oregon DOC for a 3 learning lab. When complete, Oregon DOC inmates 4 will enjoy $270,000.00 in new computing equipment 5 which will benefit inmates immediately. We are 6 also offering Cloud storage solutions for storing 7 music, contacts, games, and documents which will 8 remain available to the inmate after their 9 release. 10 On the supervised service side, we offer 11 social media and video visitation services. Some 12 of these services are cutting edge and push the 13 comfortable limits of hardware and software. 14 Those services are also making contact management 15 particularly important. We are helping inmates 16 safely access existing content managing services 17 like Facebook, Yahoo, Google, and (Inaudible) and 18 Yahoo address books so they can stay connected 19 with friends and family. 20 This brings me to my second point. 21 Telmate and the rest of the industry experience 22 huge challenges in anticipating and funding costs Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 256 1 associated with developing, implementing, and 2 maintaining these new systems and services. I'll 3 give three reasons: First, inmates find ways to 4 misuse new product offerings adding hidden costs 5 and increasing the cost of providing even the most 6 basic services, for example, paperless commissary 7 ordering. At some institutions, we offer 8 paperless facilities where inmates can order 9 commissary, submit other requests and grievances 10 electronically. It sounds simple but inmates 11 found a way to misuse the commissary ordering 12 system as a communications back channel. We have 13 since spent more time and resources adding 14 safeguards to the commissary ordering system than 15 we did building the original service itself just 16 to prevent abuses. 17 The same is true about inmate calendars 18 where calendars were being used as a back channel 19 and for profile photos that we use in our social 20 media program where rapidly-changing profile 21 pictures were misused as a communication device. 22 These simple examples highlight how Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 257 1 difficult and time-consuming and costly it is to 2 engineer and innovate communication tools among 3 inmate populations. 4 A second reason that we face 5 difficulties funding often significant new 6 technology costs are storage and maintenance costs 7 for both self-contained and supervised services. 8 We must maintain a record of these service 9 offerings online often for years or decades which 10 is expensive. 11 Finally, a third difficulty we face in 12 anticipating changing costs of regulatory 13 compliance. To date, Telmate has been successful 14 in large part because it's able to design, 15 implement, and deploy new and better products 16 quickly. But while it's relatively small size and 17 advanced innovative product offerings have allowed 18 Telmate to compete successfully in the ICS market, 19 complicated and changing regulatory systems 20 jeopardize Telmate's ability to innovate. We fear 21 that forcing more attention towards the back 22 office will hinder our ability to innovate at the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 258 1 forefront at a time when breakthroughs in 2 technologies are permitting market forces to 3 improve the price and service of inmate 4 communications. 5 For these reasons, the FCC should 6 continue to let ICS providers innovate freely in 7 the broadband space where innovation can most 8 improve inmate lives and where market forces have 9 encouraged companies like Telmate to introduce new 10 technology at lower prices. Thank you. 11 MODERATOR ENGLEDOW: Thank you. Mr. 12 Moore. 13 MR. MOORE: Thank you. I'd also like to 14 thank the FCC for inviting us here. 15 And I'll talk a little bit about the 16 evolution of inmate communications. And it's 17 always been a balance between convenience, 18 contact, and public safety starting with letters 19 and face-to-face visits evolving to standard 20 payphones that allowed an additional level of 21 contact and convenience moving to coinless collect 22 only phones when inmates were no longer allowed to Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 259 1 have coins, but these were phones with no 2 security. 3 And while it was focused early on in 4 providing more contact and more convenience, each 5 time we did that, as Mr. Gongaware said, it 6 created potential security hold that had to be 7 filled. Each time you offer something new, you 8 have to take into account the ways in which it may 9 be misused which is how we got to inmate calling 10 systems with basic call controls, things like call 11 supervision, selective recording, PINs, allowed 12 call lists, investigative features, these were 13 things that were a benefit to public safety and 14 also security. 15 From there we moved to things like 16 voicemail, voice biometrics, key word search, 17 transcription. These were things that allowed 18 both more contact. They improved inmate safety, I 19 think as Mr. Gainsboro explained, in regards to 20 the voice biometrics, an inmate trying to protect 21 their PIN number and the way voice biometrics 22 allows them to do that and from there, going to Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 260 1 things like intelligence tools, data analytics, 2 location-based services, geo- fencing and 3 contraband cell phone control; again, focused on 4 public safety to reel in the beast, to get things 5 back under control for the products that we had 6 deployed. 7 Where we see things going now: wall- 8 mounted, multi-service kiosks. So we heard about 9 the need for video calls for inmates with 10 disabilities. We've seen a desire for video 11 visitation, for other inmate services, for 12 programs, for educational content. 13 One of the things that I want to point 14 out is those are needs and those things are not 15 something that is at a minimum cost to do the 16 research and development. It is the inmate 17 telephone providers that bear the cost of the 18 development for the kiosk, to put that device on 19 the wall, to do the -- to provide the additional 20 bandwidth, to develop and do the software 21 development research for the applications that go 22 in that device, for the additional maintenance and Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 261 1 support to support the device once it's on the 2 wall. 3 And these are all a benefit to the 4 incarcerated individual and to their friends and 5 family. It's more contact, it's better contact 6 the contact that you get from a video visit versus 7 what you would get from a simple telephone call or 8 an email. And while it is better contact, email 9 can be an effective tool in that you can get more 10 frequent contact perhaps at a lower cost. 11 Where we see the market going from there 12 is to secure hand-held, multi-service devices as 13 Mr. Gongaware said. You know, how do you then 14 take that thing off the wall and put it in the 15 hands of someone so they can use it at their 16 convenience. So you again focus on more contact, 17 more convenience. We believe that that would 18 reduce recidivism if you can improve that contact. 19 But it goes back to on one hand, while we want to 20 do that, the other hand is how do you actually pay 21 for that; how do you make that thing happen so 22 that you can give that inmate that benefit. And Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 262 1 there are a number of benefits to be had there. 2 And so that's a thing that we continue to explore. 3 Thank you. 4 MODERATOR ENGLEDOW: I'll start off the 5 questions and welcome any questions from the web 6 or the room or Twitter. 7 Just curious about the RFP process or 8 processes with the correctional facilities. Are 9 you seeing requests for these types of services in 10 the RFPs or is it more of you all educating 11 correctional facilities as to your offerings? How 12 well have they been embraced by the correctional 13 institutions? Whoever wants to take that? 14 MR. MOORE: I would say it depends. You 15 know, as we've talked about facilities are very 16 different, their needs are very different, also 17 their education and knowledge of what's available 18 to them is very different. So you've got some 19 customers that are at every trade show. They read 20 technology magazines. They think about how could 21 you take a thing that's in the consumer market and 22 bring that into the inmate market. They consult Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 263 1 with us about what is the best way to do that. 2 You've got others that keep a more simple approach 3 in regards to how they run a facility and may not 4 be aware. 5 So I would say we've seen everything 6 from very detailed specifications in an RFP to 7 absolutely nothing and an approach of well just 8 tell us everything that you could potentially 9 provide. 10 MR. GAINSBORO: Yeah. I would add in my 11 experience, similar to what Chris said, is that 12 you have a range and specifically when people are 13 dealing with serious issues and problems -- I can 14 give you a recent example where we had a potential 15 customer who was really -- wanted to provide debit 16 calling to their inmates in general. And what 17 happened was that funds were being put on but 18 through extortion and other means like that, funds 19 were -- you know, some large inmate would come to 20 smaller inmate or whatever and use force. And 21 what happened is that in two different cases, one 22 particular case one of our agencies was aware of Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 264 1 what we did and came to us and asked and actually 2 added that to the RFP. 3 In another case, they were unaware of it 4 and when they were made aware of it, all of a 5 sudden, they said, "This can solve our problems 6 and protect funds." And which in the context of 7 what we've talked about today, this idea of 8 protecting the inmate families as well as their 9 funds and the inmates, I think, is where you see 10 it. So the answer is both. 11 MR. BYRNE: I think for our particular 12 solution, the cell phone is seen as a risk and so 13 there is a lot of education and discussion around 14 the security of the system and seeing the cell 15 phone not as a risk but as a potential tool or 16 reward and a way to enhance communication between 17 detainees and prisoners. So I would say that it's 18 more push than pull at this particular time for 19 this solution. 20 MODERATOR ENGLEDOW: Okay. Anybody 21 else? 22 MR. GONGAWARE: I would agree on -- for Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 265 1 Telmate's tablets that those who are unfamiliar 2 with it do also consider it a risk. But as they 3 become familiar with it, there is more interest. 4 MODERATOR ZESIGER: Mr. Gongaware, you 5 mentioned the challenges to funding these new 6 technologies, developing them and maintaining 7 them, fixing them when they get out and are 8 misused in the marketplace. I wonder if we just 9 go down the panel or whoever wants to address this 10 question but maybe get some different opinions on 11 how these things are funded. These all look 12 bright and promising. I'm sure there are risks 13 involved but we just -- I think it might be 14 helpful to hear how you actually get these funded. 15 MR. GONGAWARE: You know, I don't know 16 the details on how they're funded. I'm glad that 17 they are funded. I love building them and 18 Telmate, I think, has good opportunities to keep 19 building these in most of our contracts that we 20 service today. 21 MR. MOORE: From my standpoint, I mean 22 if I understand your question, we fund them Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 266 1 internally. There is not a grant that we get. 2 There is not an external source of funds. It is 3 for us. GTL has a budget for research and 4 development, for engineering, for the staff. If 5 we have to go to a third party to provide a 6 particular service -- I think before Jay's company 7 was acquired, it was a service that you could get 8 from them. And so you may have to consult with a 9 third party or contract with a third party to get 10 that service. But again, I mean those are 11 internal costs to us. 12 MR. BYRNE: For meshIP, this is -- we're 13 a startup so it's all self-funded internal 14 funding. 15 MR. GAINSBORO: In our particular 16 situation, I'll tell you one quick little story. 17 We knew there was a problem in the industry where 18 inmates were communicating with other inmates even 19 though they were separated between facilities. 20 And it was a big problem. In fact, the Federal 21 Bureau of Prisons felt that one of the riots that 22 occurred back in the mid- 90's happened as a Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 267 1 result of -- they were coordinated riots in about 2 four or five facilities around the country, and 3 they said if you could ever help us solve this 4 problem, it would be wonderful. And so we kind of 5 talked about it but it was very, very expensive in 6 the mid-90's. And as we got smarter as a company 7 in how to build technology like this, we 8 eventually embarked on it, self -- self basically 9 invested in it. 10 And then the challenge, and I think this 11 would probably help the FCC a little bit was once 12 we built it, everybody said, "Well, we don't think 13 it's a real problem" or whatever. And so we ended 14 up -- we put in hundreds of thousands of dollars 15 and eventually, what we decided to do as a company 16 was to give it away. And it wasn't totally like 17 we were being altruistic. We felt we had invested 18 the money and it could be beneficial to the 19 industry. And actually, part of the technology 20 you heard about today that I referred to was that 21 technology. 22 So the answer to your question is that Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 268 1 funding usually for an entrepreneurial startup or 2 whatever is usually some entrepreneur has some 3 creative means of doing it and finds the money, 4 takes it from some other place and 24:23 5 (inaudible). 6 MODERATOR ZESIGER: The flip side of the 7 funding question then -- and again, my question 8 was really about internal funding but also impact 9 on end user rates, to what extent to expenditures 10 made here impact end user rates, and so maybe just 11 one more question, follow-up on that point. And 12 then -- well, start with that. 13 MR. MOORE: You know, so if we have a 14 thing that we've developed internally, it's 15 something new and we have to recover the cost of 16 that, then there may be a rate impact in the near 17 term for that. If it's a thing that is specific 18 to a particular opportunity and it is a service or 19 feature that we have to get from a third party and 20 we pay that third party for it and it's directly 21 attributed to that opportunity, then yes, that 22 could be a component of that rate as well. So -- Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 269 1 and that's an important point. 2 It's not that -- I know folks think 3 about -- we've heard a lot about basic telephone 4 service and making the call and it's recorded and 5 that's what you've got. I think as Mr. Smith 6 said, there is a lot more to it than that. You 7 know, that's as basic as an FM radio in a car. 8 There is so much more that goes into so when you 9 layer in voice biometrics, you layer in geo- 10 fencing, location-based services, some of these 11 other things that are new and emerging 12 technologies that require licensing from third 13 parties to provide to keep that public safety but 14 also to increase contact, those are things that 15 would be a part of that rate. 16 MR. GAINSBORO: I think in general, most 17 of us would allocate a certain percentage, 18 relatively small compared to our overall, but a 19 certain percentage of our annual expenditures to 20 an R&D type of, you know -- does that answer your 21 question? 22 MODERATOR ZESIGER: Sure. That's more Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 270 1 the corporate overhead kind of aspect of it. One 2 last follow-up question on the rate side, on the 3 costs. Give us an idea of samples of the types of 4 prices for these interesting new technologies you 5 offer to end users? 6 MR. GONGAWARE: For Telmate, like our 7 messaging service, I think, averages 25 cents a 8 message which is a text message, like an average 9 text and other interesting things. Photos are a 10 little bit more. They're like averaging 26 cents. 11 A video visit is -- well, a local video visit is 12 almost always free which is interesting, but then 13 we offer remote visits at a lot of our facilities 14 and those average about 30 cents a minute for a 15 remote video visit. 16 MR. BYRNE: For meshDetect, for the 17 wireless calling, we can offer the permanent rate 18 underneath the rate caps that you've stipulated 19 for long distance. Unlike the traditional wall 20 phones, it's a flat rate very similar to what 21 you're used to with your personal cell phone. So 22 the same permanent rate no matter whether you're Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 271 1 calling across the street or across the country. 2 And unique, I think, for this service vis-a-vis 3 the payphone service is we don't charge any per 4 call charge. We understand as you use your cell 5 phone, your calls would drop occasionally. That's 6 the nature of wireless. So we think it would be 7 unfair to charge a per call upfront fee and then 8 if that call drops, you're going to have to redial 9 that call and take another hit at that. So the 10 effective rate, it can, in many cases, be less 11 expensive than what a prisoner would be paying on 12 a traditional payphone. 13 MODERATOR ZESIGER: Great. I have a 14 question from the web and they actually beat me to 15 one that I was going to ask you about. We just 16 had this news piece put in the record and it is 17 about how Knox County, Tennessee is replacing in- 18 person visits entirely rather than supplementing 19 them with video visitations. So instead of even 20 having the option for an in-person visit if you're 21 able to get to the facility, you're required to do 22 video visitation. Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 272 1 Do you all have any opinions about that 2 practice? Do steps need to be taken to guarantee 3 that there is a balance between the accessibility 4 of video visitation, particularly for, as our 5 panelist Talila Lewis told us, hearing impaired 6 folks? Is there a balance needed between that 7 accessibility and the actual human connection to 8 see your person in the flesh, any opinions on 9 that? 10 MR. MOORE: From my standpoint, you 11 know, we generally let the market and the customer 12 drive what we do there. You know, we focus on 13 filling a product need. We're not experts on the 14 sociology of how inmates interact with families, 15 so we kind of look to them and the Chief that was 16 here earlier to give us guidance on what's working 17 for them in that regard and then we react and 18 evolve to that. 19 MR. GONGAWARE: Similar for Telmate. 20 The facilities decide how they want to handle the 21 visits. But in the case where they do have video 22 visits, it's interesting that they can do more Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 273 1 simultaneous visits at a time and they can have 2 longer visit hours, early in the morning, later at 3 night, you know, off the normal work hours which 4 is, I think, beneficial to everyone. 5 MODERATOR ENGLEDOW: Okay. You have 6 something else? 7 MODERATOR ZESIGER: Maybe just a follow- 8 up question to the whole panel. On the impact of 9 these technologies on inmate behavior, does it 10 help in terms of security or safety internal to 11 the jails? 12 UNIDENTIFIED SPEAKER: I would say both. 13 I think that in some ways, they've helped; in some 14 ways, they've hurt. We use the example of when, 15 say, debit phone calling was first introduced, so 16 when you went from collect only and that was the 17 only way a call could go out to debit, inmates had 18 funds, inmates had control of their calls, inmates 19 had a PIN number that they would enter, and this 20 is what Jay alluded to, I think it helped in that 21 they had the ability to make more calls, to make 22 calls to cell phones that they couldn't have done Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 274 1 under collect because we didn't have collect 2 billing arrangements. But what it did is it 3 introduced a safety problem with the inmate in 4 that they may be strong-armed to provide their PIN 5 number to someone else so that person could use 6 it. So it was both sides of it. It helped in one 7 way; it hurt in another. 8 So then we look at technology to say 9 what can we do to solve the hurtful part of that 10 and then as we solve that, at some point, someone 11 figures out another way and you continue to 12 address the problems in that way. 13 MR. GAINSBORO: I can address that 14 specifically. So when we go in -- and the process 15 that happens with continuous voice biometrics is 16 you go in and you do an enrollment. And normally, 17 what happens is that you take your -- the 18 enrollment people that go in are normally escorted 19 by correctional officers. When our people go into 20 a living unit, basically the first thing they say 21 is that you now can have you funds protected. And 22 prior to that, before this technology goes in, Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 275 1 they know their funds are subject to abuse or 2 misuse or whatever. And what happens is -- and 3 its' funny that you mention Knox County and that 4 example because Knox County happens to be one of 5 our customers through Pay-Tel. And it turns out 6 that they love the technology because they were 7 having this problem and now they could identify 8 which inmates were actually stealing or strong- 9 arming other inmates' funds. 10 So the answer to your question is that 11 the technology, when used appropriately, actually 12 benefits significantly inmates and the inmates' 13 families. 14 MR. BYRNE: I have a quick point on 15 that. There's been study after study that's shown 16 that more frequent contact with family reduces 17 recidivism so the ability to use a cell phone, 18 have a longer conversation because somebody's not 19 waiting in line to use the phone after, you're 20 restricted to 15 minutes because it is a shared 21 use resource, will facilitate that improved 22 contact. Also, by using a cell phone, you would Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 276 1 be able to have privacy. Now I'm not talking 2 secrecy because every call is recorded and can be 3 monitored and listened to. But to have a little 4 privacy, to be able to have a personal 5 conversation with a loved one, talk about your 6 health, talk about problems at home without, you 7 know, everybody around you I think would also be 8 very beneficial. 9 There was a prison in the UK called 10 Lowden Grange where they had a huge problem with 11 contraband cell phones and they installed -- 12 actually installed a phone in each cell. And what 13 they found from installing a phone in each cell -- 14 they'd hardwired it, which is a very expensive way 15 to go about this -- was that recidivism was 16 reduced. There were fewer fights, less incidents 17 of self-harming, and they even had fewer positive 18 drug tests after making this change. So there is 19 clear proof that increased communication does help 20 with behavior and recidivism. 21 MODERATOR ENGLEDOW: You have another 22 one? Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 277 1 MR. MOORE: And on that point, I would 2 like to add one thing there and just one thing to 3 point out, that while additional access or more 4 access to those devices is of value, there is also 5 a balance to how do you pay for those devices. In 6 most instances, it's not the facility or the end 7 user or the inmate that's actually buying the 8 device that they're using to make that 9 communication. So another part of that is what is 10 the right way to get that thing paid for that you 11 can put it into their hands. 12 MR. GONGAWARE: I wanted to mention that 13 Oregon DOC did a study after Telmate installed its 14 videophones which included visitation and 15 messaging and paperless grievances. And violence 16 was -- violent incidents were down significantly. 17 I don't have the number with me. I can follow-up 18 with that but their -- their did have a study on 19 that. 20 MODERATOR ENGLEDOW: Kind of following 21 up, do you think that new -- the desire for new 22 technologies is for -- because there is a problem Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 278 1 that needs to be fixed and that technology is the 2 way to fix it? Or is it decreased costs of the 3 technologies? Or is it a combination of the both, 4 or? 5 MR. MOORE: From our standpoint, it's 6 definitely not reduced cost because deploying 7 these things, it is additional cost. It's the 8 cost to hire engineers. It's the cost to source 9 third-party software. It's the cost to put these 10 solutions together. So it's generally a business 11 problem in the industry, for us at least, that 12 drives this new technology or it may be an 13 opportunity that we see. When I say a business 14 problem, that doesn't mean a problem that the jail 15 is having. It may be the problem is how do we 16 create an environment that inmates can have more 17 contact, or how do we create an environment that 18 inmates can get more access to educational 19 content. We've talked very little about wall- 20 mounted kiosks or handheld devices that have that 21 capability, but a lot of that comes from that 22 business problem which is how do you educate Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 279 1 offenders to help reduce recidivism, how do you 2 get them more contact to help reduce recidivism, 3 how do you get them a job skill to help reduce 4 recidivism. 5 MR. GONGAWARE: I'm not sure about the 6 level of desire for new technologies but we're 7 definitely building lots of new technologies. I 8 love building it. It's fun. 9 We do have requests from facilities. 10 They want certain features. They want 11 enhancements. And we have some of our own 12 interesting ideas that we work on. So I don't 13 know what the true source of all the desire is. 14 MR. GAINSBORO: I think I've always been 15 personally very driven by solving people's 16 problems, so I would say the vast majority of our 17 -- the technology needs and stuff comes from, you 18 know, people that are having really significant 19 problems and they need them solved. So does that 20 address your question? 21 MODERATOR ENGLEDOW: Yes, thank you. 22 MR. BYRNE: I think in our specific Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 280 1 case, it's really about the problem that was -- 2 continues to grow and that's contraband cell 3 phones. And as the phones get smaller and harder 4 to find and more and more money is spent trying to 5 detect them and take them out of the jail, how do 6 you address the real demand. And if its' all 7 crime-based conversations, then this makes no 8 sense. But it's pretty clear that it's not 9 because when they'll put in managed access jammers 10 that eliminate the use of contraband cell phones, 11 the use of the wall phones goes up. So if I was 12 using that cell phone in order to have a 13 conversation I didn't want monitored or recorded, 14 I'm not going to go to the wall phone and use that 15 vehicle. So it's clear that there's a demand for 16 enhanced conversation and maybe lower rates as 17 well. 18 MODERATOR ZESIGER: So, you all are the 19 ones who are looking to the future and trying to 20 push us all into the future in terms of new types 21 of services and technologies for inmates and their 22 friends and families, so you have a special kind Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 281 1 of front row seat to the crystal ball, if you 2 will, from your own perspectives of the future and 3 what's next. It might be interesting for us to 4 just hear from you, if you have any thoughts about 5 where is all this headed? What's the next 6 generation? What's the next big thing that you 7 see coming? 8 MR. MOORE: For us, I think it's where I 9 ended the evolution of inmate communications and 10 it is the handheld device. So all of the things 11 that are being developed in regards to 12 applications to benefit the inmate, things like 13 email, like educational content, job skills and 14 other things, how do you then get that into an 15 environment that they can use more readily. So -- 16 because we talked about if it's stuck on the wall, 17 that may not be convenient. So how do you get it 18 to a place that they can use it regularly at an 19 affordable cost that benefits them. 20 MR. GONGAWARE: For friends and family, 21 we're developing Smartphone apps and Tablet apps 22 to make contact with inmates much more accessible, Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 282 1 much easier. I can see that we'll continue 2 improving those apps. I mean they're easy to 3 update. We don't charge for these apps. 4 And then on the inmate side, I'm 5 thinking a little further out there but I can see 6 Cloud storage being important for them. People 7 have personal digital goods out there that they 8 need to have access to and music they bought, 9 books they bought, and we need to provide a 10 solution to get them in and out of the facility 11 safely. 12 MR. GAINSBORO: You know, it's 13 interesting you said "we're pushing." I don't 14 feel like we're pushing. I think -- you know, 15 just a distinction, I think we're being pulled 16 because, you know, I've been in the industry for 17 25 years, maybe more than these guys -- I don't 18 know -- 25 years now and I've watched what 19 happens. And what happens is we introduce new 20 technology and it's to solve a problem, and then 21 all of a sudden, what happens is that there's a 22 new problem that evolves and it's like an arms Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 283 1 race that continues to go back and forth. 2 I think specifically where we're focused 3 in the future is the company really wants to 4 automatically identify as quickly as possible and 5 as economically as possible which calls are 6 representing the greatest public risk. And I 7 think without taking that into account, we really 8 are doing, from my perspective, the public an 9 injustice because to just simply look at this 10 problem through well, we'll just give them new 11 technology I think, personally, is somewhat 12 irresponsible. AND I think we need -- that's an - 13 - you know, we're dealing with an inmate 14 population. We're not dealing with, you know -- 15 and granted, the vast majority of them are fine 16 but that small percentage creates a lot of risk, 17 and there's a lot of things you can point to in 18 this country, you know, about examples of that. 19 So we're focused on how do we make 20 inmate calling safer in the future and that's what 21 we're doing. 22 MR. BYRNE: Without discounting the Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 284 1 risk, it is a consumer market of a sort. These 2 detainees will eventually be back out and 3 hopefully better off having served their time. 4 And so you need to give them the tools to continue 5 to improve themselves, to educate themselves, to 6 stay connected to family and society, look for 7 jobs in an automated way as much as possible just 8 like you see outside the prison walls. The 9 technology does reach but the challenge is to make 10 sure that it's used appropriately, properly and 11 its manageable and monitorable but eventually, 12 they will have devices like we all do. 13 MODERATOR ENGLEDOW: I will give you all 14 an opportunity to say any final words. If not, I 15 think that is a good question to end on where 16 we're going next, and if there is anything else 17 anybody wants to take the opportunity to say or -- 18 MR. MOORE: (Inaudible) time today. 19 MODERATOR ENGLEDOW: Thank you. Thank 20 you very much. Great. 21 (Applause.) 22 MODERATOR ENGLEDOW: We have closing Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 285 1 remarks. We'll just -- if we could just turn 2 around and Kalpak will -- 3 MODERATOR GUDE: Sorry. 4 MODERATOR ENGLEDOW: -- close us out for 5 the day. 6 MODERATOR GUDE: Thought it would be a 7 little quicker instead of having everyone 8 relocate. First of all, I wanted to thank 9 everybody for coming. Obviously, this is a 10 complicated issue. It's more complicated even 11 than we thought when we first started. There are 12 obviously very critical issues of -- for inmates 13 and their families and friends, the impact of high 14 rates to them. There are security issues. There 15 are jail issues and prison issues. This is a 16 complicated set of things we deal with and all of 17 you coming here, participating, sharing with us 18 your knowledge and expertise improves our 19 understanding and frankly, I hope and believe it 20 will improve the end product of what comes out of 21 this process. 22 So let me start by saying again, thank Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 286 1 you to everyone for coming. I particularly want 2 to thank Congresswoman Holmes Norton for making 3 the time to come here and again elevate the 4 importance of this issue at a different level, at 5 a political level but at an understanding level 6 that really impacts people. 7 Also want to thank, obviously, Chairman 8 Wheeler and Commissioners Clyburn and Rosenworcel 9 for really leading the effort at the Commission to 10 move this process. As you all know, this is one 11 that has been sitting here for over 10 years. 12 Commissioner Clyburn, when she was acting 13 Chairwoman, drove the process to really get it 14 moving again and she deserves an enormous amount 15 of credit for taking on this tough challenge. 16 I finally want to also thank the great 17 staff that I have in my division at the Pricing 18 Policy Division in the Wireline Telecommunications 19 Bureau and the Consumer and Government Affairs 20 Bureau at the FCC as well as the AV staff, the 21 social media team, our interpreters, everyone 22 who's involved. It really does take a small Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 287 1 village to make all of this happen. 2 Finally, I wanted to thank Darrell 3 Baker, Elias Diggins and Kevin Landy. I'm calling 4 you all out as government officials and 5 representatives from different parties. To come 6 here and share your knowledge and expertise with 7 us, Darrel, you traveled from Alabama; Elias, you 8 came all the way from Colorado; and Kevin walked 9 across the street. But in all cases, we really 10 appreciate folks coming in and all of the 11 panelists and the audience as well. This really 12 has been instructive to us and will move the 13 process forward. But thank you very much. We 14 appreciate it. 15 Please stay involved in the process. 16 This is not the end by any means. The Commission 17 intends to continue. We will probably have 18 another opportunity for the public to comment. We 19 hope you all do. And continue to be involved and 20 help us and guide us move in the right direction. 21 Thank you again. 22 (Whereupon, at 4:12, the workshop was adjourned.) Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 1 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 $ $.05 52:17 $.17 49:20 50:1 84:12 $.19 49:21 $.21 16:18 $.25 16:19 $.33 49:19 84:11 $1 27:1 $1.00 163:3 $1.22 226:5 $1.40 226:7 $10.00 153:19 $10.00-$15.00 150:13 $10.95 162:21 $100 150:13 $100.00 138:16,17,19 148:22 150:5,21 151:10 $11.00 169:22 $11.95 162:19,21 170:2 $14.99 82:13 155:10 $15 50:13 78:14 $15.00 153:1,19 $150 201:19 $17 14:8 $17.30 183:12 $17.34 183:2 $2 78:15 79:1 $2.10 119:19,21 $2.25 183:2 $2.75 186:15 $20 63:16 93:13 $20.00 232:13 $24.00 226:8,15 $25.00 150:11 $26 183:8 $270,000.00 255:4 $3.00 163:17 164:4,11 $3.15 138:21 $3.49 119:20 $3.50 185:10 $31,000 15:18 $4 14:9 49:18 $4.20 185:9 $4.45 186:15 $4.75 185:9 $40 55:16 $40.00 138:20 150:22 $40.00-$50.00 150:14 $400,000.00 228:14 $5.00 120:14 162:19 $5.1 58:4 $5.19 183:4 $5.50 162:16 185:8 $5.59 119:21 $5.95 155:11 162:13 $6.60 183:13 $7.75 50:10 $8 79:22 $8.33 139:2 $8.50 50:10 $9.95 155:10 162:7,20 $9.99 82:13 $900,000 54:8 $92.00 151:11 0 0 203:5 1 1 5:4 68:12 92:17 195:2 1,000 202:12 203:11 212:2 1,500 55:22 1,800 56:1 1.4 199:1 238:4 1.5 201:17 1:00 10:17 10 85:8 111:15 138:5 153:11 192:22 194:22 195:2 197:3 198:19 199:2 200:18 203:1 207:15 208:16 219:3 222:10 235:14 237:12 241:8 286:11 100 39:18 139:9 201:15 202:11 203:5 1000 197:12 1001 202:13 101 202:11 203:10 10-minute 119:18 11.4 198:16 11.6 184:5 11.95 120:15 11th 49:22 68:11 184:12 12 25:9 38:11 139:8 154:18 165:6 239:3 1200 122:13 125 244:11 12th 1:14 13,000 192:14 250:1 1300 184:22 135,000 182:13 14 146:13 237:12 14.3 198:16 1499 138:7 15 50:10,13 58:9 77:6 78:14 79:1 93:13 132:19 138:8 153:22 185:4,6,20 193:11 209:13 226:1 231:18 250:2 275:20 15,000 244:17 150 184:19 15-minute 126:6 182:18 183:2,12 186:13,14 15-person 189:3 15th 126:8 16 30:12 116:17 192:11 200:13 208:22 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 2 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 165 185:20 17 184:13,16 187:3 203:12 210:22 211:2 217:13 17th 18:4 129:1 228:15,19 18 165:6 209:13 217:17 226:1 1800 192:13 1889 244:6 18th 39:16 19 131:2 1970s 63:6 1980s 63:8 1990's 248:11 249:11 2 2 6:4 2,000 53:8 182:14 2.3 197:10 2.7 15:22 2:00 10:18 174:17 20 28:19 58:9,14 176:6 242:15 251:22 20,000 202:13,14 200 172:1 191:22 232:15 2005 15:5 169:21 2007 169:20 183:9,13 248:20 2008 161:12 195:12 2008-2009 228:3 2009 25:10 116:12 201 127:8 156:8,15 157:11,18 2010 191:15 2011 55:4 183:9,13 2012 53:20 131:9 164:22 244:18 2012-2013 228:7 2013 13:15 68:6 99:19 2014 1:10 15:2 184:12 20554 1:15 20-minute 226:8,14 20-year 63:8 21 94:1 146:7 169:19 210:21 211:1 217:11,12,14,16 ,17 21,000 55:19 214:8 2200 213:17,18 235:12,17 2300-bed 214:7 24 172:8 201:22 24:23 268:4 25 146:7 169:20 171:21 201:20 242:5 270:7 282:17,18 250 201:11 232:18 26 197:9 200:8 270:10 26th 38:21 27 154:18 276 156:10,16 157:4,18 28 202:21 3 3 7:2 153:11 3,000 176:9 3.49 119:16 30 15:5 17:2 154:12,18 172:1 270:14 300 192:13 201:12 300,000 36:7 32 124:5 155:3 34 155:3 211:10 34,000 191:21 35 185:10 193:12 231:20 37,000 235:18 38 123:4 152:15 153:3 186:15 380 44:5 39 36:2 4 4 8:6 4.8 84:21 100:2 4:12 1:11 287:22 40 26:18 124:5,7 129:6,20 139:21,22 151:17,18 153:21,22 154:1 173:8 189:10 192:15 400 172:6 400,000 15:6 192:1 440 184:21 445 1:14 45 249:4 46 197:13 5 5 146:11 198:22 207:11,20 209:1,14,16 235:13 5,000 201:14 5.65 173:19 5.95 173:18 50 51:7 87:19 104:3 189:11 201:15 239:7 240:17 249:20 50,000 200:9 500 41:7 105:20 131:4 50th 31:2 511 203:14 53 185:13 54 185:10 54,000 182:13 55 185:9 56 185:3,8 5-cent 208:19 5the 226:14 6 6,500 182:14 60 109:8 139:15 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 3 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 188:15 62 183:14 625 172:2 650 197:15,16 67 55:15 67.8 15:8 69 182:21 6-bed 214:6 7 7 169:16 171:21 208:18,21 209:1,13,17 217:22 226:5 70 51:9 186:13 203:15 70's 205:13,14 244:8 75 29:15 38:13 72:5 249:21 76.6 15:10 7-cent 208:19 8 8 203:15 80 139:20,21 153:10 201:5 80,000 201:13 80-85 134:11 81 183:5 82 36:6 84 91:19 116:15 85 200:7,12 86 204:17 87 183:1 87,000 203:7 208:12 88 85:9 888-CALLFCC 34:4 89,000 203:7 208:12 9 9 1:10 146:13 9:30 1:11 90 151:10 154:16 90's 266:22 92 151:11 154:16 99 119:14 126:18 183:5 9in 164:22 A abilities 87:8 ability 65:16 78:11 80:15 250:18 257:20,22 273:21 275:17 able 22:19 33:5,10 34:1 38:3 58:13 79:5 85:13 86:12 89:7 104:13 122:3 125:1 128:2,21 136:19 142:9 144:15 149:22 151:11 152:3 158:19 159:3,14 168:21 178:4 207:16,21 215:19 219:9 234:6 236:15 251:2,4 257:14 271:21 276:1,4 absence 110:12 absent 208:6 absolutely 207:19 210:6 213:21 219:17 220:11 235:10 241:14 263:7 abuse 41:22 83:11 95:4 148:3 223:4 250:8 275:1 abused 250:4,7 252:1 abuses 256:16 abusive 198:7 199:15 accept 56:6,13 99:14 accepted 166:7 access 29:4 37:3,16 40:4,6 41:3,8 42:1,2,20 43:8 59:4 70:12 87:4 94:4,14 104:12 167:16 194:9 195:5,10 206:13 244:4 245:16 246:2,21 247:7 254:1,16,20 255:16 277:3,4 278:18 280:9 282:8 accessed 193:20 accessibility 39:9 272:3,7 accessible 37:10,18 38:13 46:9 71:19 281:22 accessing 84:6 accommodate 90:19 92:2 accommodation 35:14 42:22 43:1 accommodations 42:4 accomplish 227:18 accomplishes 153:6 accomplishment 106:5 according 109:2 186:10 accordingly 162:1 183:11 193:7 account 26:18 40:7 117:9,11 118:7 124:5,6 125:4,8,21 133:4,6,19,20 134:4 135:5,8,9 143:13 147:17,18 148:2 167:15 170:10 171:18 174:1 229:14 259:8 283:7 accountability 48:16 accounting/ economic 229:6 accounts 118:5 135:4 163:18 172:7 181:15 220:14 accreditation 131:8 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 4 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 accuracy 249:18 accurate 119:10 165:11 achieve 86:12,13 145:9 achievement 45:13 acknowledge 30:9 acknowledged 17:16 99:9 ACLU 53:5 acquired 266:7 across 37:14 38:16,22 39:11,18 41:20 60:2 70:12 72:7 77:14 84:21 89:21 126:16 131:4,17 142:2 147:5 152:8 176:2 178:17 191:3,22 214:18 215:9 222:21 244:16 271:1 287:9 act 19:3,7,8 55:3 61:12,13 64:20 102:13 127:7,9 156:8 184:17 204:14 acted 162:1 163:8 acting 31:12 107:1 108:16 113:8 156:9 286:12 action 14:11 19:11 21:10 38:19 43:13 56:8,10 89:11 126:21 288:10,14 actions 95:3 251:10 active 44:4 114:17 245:13 actively 29:16 134:20 activities 37:17 42:20 46:8 177:21 250:9,20 activity 34:16 177:18 245:3 Act's 14:13 actual 29:1 100:21 108:5 170:21 181:20,22 186:4 187:17 195:18 272:7 actually 21:17 28:6 31:1,16,19 33:11 35:20 36:5 38:7,14 40:6 63:2 65:12 68:3 70:15 72:10,15 75:9 76:22 77:1 78:6 95:18 98:21 104:9 128:2,20 151:5 152:21 156:15 169:14 217:13,15 238:7,22 261:20 264:1 265:14 267:19 271:14 275:8,11 276:12 277:7 Adams 45:8 add 29:17 76:20 78:7 94:10 103:18 154:3 200:13 204:16 226:2 263:10 277:2 added 27:12,19 69:7 264:2 addiction 220:22 221:3 adding 256:4,13 addition 15:13 16:3 17:3 45:3 105:10 184:4 193:17 224:9 246:19 additional 5:5 13:16 17:18 18:10 19:15 24:10 28:20 29:17 45:16 112:5,7 117:4 124:17 184:7 193:1 194:10,12 208:6 224:19 246:22 258:20 260:19,22 277:3 278:7 Additionally 29:12 117:16 119:22 address 22:8 23:12 57:14 61:20 83:15 158:14 179:8 181:2 255:18 265:9 274:12,13 279:20 280:6 addressed 12:15 25:19 26:1,17 42:15 58:17,21 121:21 128:17 139:10,11 166:16 219:22 222:10 addresses 127:7 136:16 156:10 addressing 23:15 136:18 245:18 adept 123:12 adequate 207:17 208:2 adjourned 287:22 adjust 26:1 66:10 81:15 90:13 admin 119:3 133:12 administration 190:12 211:3 administrations 245:14 administrative 53:11 133:13 210:12,17 212:8 administrator 179:18 administrators 95:13 176:21 178:17 179:9 201:16 214:22 220:13 224:4 administrator's 214:1 admittedly 244:9 adopt 165:11 adopted 16:17 18:18 19:9 102:16 163:16 164:11 169:16 adopting 44:12 48:13 ADP 202:12 203:4 208:14,15 211:7 216:1 229:17 Advance 2:20 5:16 24:18 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 5 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 advanced 47:4 257:17 advancing 44:2 48:9 advantage 89:22 166:1 180:3 advent 152:21 249:15 advertising 173:11 Advisor 2:18 5:14 24:16 advocacy 43:22 64:4 84:16 93:4 advocate 40:19 61:17 66:4 74:6 220:8 advocated 44:8 advocates 3:3 5:20 24:21 39:3 72:14 106:10 236:13 advocating 72:14 80:11 Affairs 19:21 286:19 affects 78:5 affirmative 34:22 afford 53:12 110:14 178:4 affordable 14:21 16:14 37:10 40:4 46:10 89:20 193:9 245:6 281:19 afternoon 60:12 68:2 111:22 166:18 175:22 afterwards 107:12,17 against 41:5 42:19 66:4 93:19 189:22 agencies 30:4 59:12 72:20 73:8 100:11 178:3 181:7 187:12 191:7 249:21 263:22 agency 11:17,19 12:7 14:5 18:9 20:12 31:8,11 32:6 56:18 73:22 112:7 178:21 191:5 249:22 250:9 251:4,19 agency's 191:19 233:16 agent 141:14 159:17 167:11 171:18 172:13,21 ago 20:21 33:12 37:7 100:1 102:20 126:15 220:15 agreed 118:21 156:18 175:10 234:16 agreements 29:18 162:16 ahead 22:1 35:6 36:14 103:11 165:14 ain't 139:4 Alabama 2:14,17 5:12 6:12 7:9 13:21 18:19 22:6 24:15 25:7,10 28:4 30:10,14 66:1,17 67:20 80:22 81:2 82:3 85:20 86:3,5,6 90:4 91:18 92:17 95:11 114:15 116:12 117:13 118:10,14 119:1 121:10 128:8,20 130:3 131:15 132:16 133:16 135:16 136:2,4 146:19 154:21 155:4 161:2,6,19 162:2,17 163:9 167:14 170:8 171:3 172:18 175:9 287:7 Alabama's 18:17 26:13 117:1 120:4 albums 254:21 Aleks 3:6 6:13 7:15 114:15 122:8 126:10 145:3,12 149:1 151:2,16 154:15 161:21 175:14 187:19 226:18 Aleks's 152:16 171:19 Alex 3:13 7:14 129:5 165:14 175:13 180:21 236:10 241:14 allies 97:19 allocate 159:19,22 269:17 allow 13:20 28:5 64:22 120:4 132:8 159:21 197:13 211:22 215:9,15 221:18,21 allowed 69:18 119:11 140:19 150:8,11 168:6 177:22 257:17 258:20,22 259:11,17 allowing 233:9 234:21 243:19 252:12,17 allows 18:9 180:3 237:6 240:6 246:6 259:22 alluded 273:20 all-volunteer 71:4 alone 27:10 116:16 223:9 244:18 alphabetically 243:16 already 51:11 64:14 76:9 92:18 105:17 114:14 118:21 123:14 126:3 145:15 150:14 173:19 175:8 224:10 alright 145:3 alternative 27:8,10 162:13 altogether 178:8 altruistic 267:17 am 1:11 13:5 18:16 30:20 31:10 86:15 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 6 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 113:10 126:19 127:2 129:2 252:19 288:8,11 289:4 290:4 Amazon 170:3 America 109:15 112:18 American 3:12 7:12 39:22 42:14 47:12 85:11 106:14 113:11 175:13 176:7,13,14 America's 177:4 180:19 among 37:12 40:2 55:14 257:2 amongst 159:19 178:16 amount 73:22 91:2,4 100:6 120:7 124:5 129:7 138:12 153:8 154:19 226:2 249:16 286:14 amounts 72:22 151:14 152:15 analogy 80:5 analysis 99:15 157:21 228:6 229:6 230:22 Analyst 2:21 5:18 24:19 analytics 260:1 analyze 13:14 analyzed 92:6 analyzing 15:4 29:21 158:12 ancillary 6:4 12:14 17:21 22:5 26:5,16 57:7,16 114:3,8 115:11 117:6,20 121:17 122:18,19 123:4,6 127:8,16,22 128:4 129:5 140:5 145:4,8,9 146:6,14,18 156:21 158:11,16 160:16 164:16 167:3 168:22 169:4,7,10,19 171:8 193:1 234:12 and/or 30:2 anew 221:20 Angeles 55:12,18 anniversary 10:20 31:2 announced 130:8 186:11 annual 122:8 151:20 269:19 annually 239:3 answer 84:10 88:1 116:21 163:5 169:14 174:10 209:18,19 212:17 215:13 264:10 267:22 269:20 275:10 answered 226:16 anticipating 253:6 255:22 257:12 anti-competitive 30:7 antitrust 30:2 anxiety 16:3 anybody 78:22 236:17 264:20 284:17 anymore 241:5 anyone 10:10 39:3 62:11 119:3 145:12 161:21 163:7 208:9 209:6 219:5 233:2 anything 11:8 39:8 112:10 117:5 167:19 234:15 241:17 284:16 anytime 147:6 anyway 77:6 140:4 143:3 216:22 anyways 160:14 apart 160:6 168:4 apologize 208:9 appealing 246:16 appear 44:15 appearance 86:5 appearing 288:4 appears 187:7 applaud 39:4 58:22 applauded 193:8 Applause 13:3 20:9 22:15 104:22 106:17 112:19 113:18 243:6 284:21 apples 235:20 applicability 190:3 applicable 118:19 149:19 195:14 application 119:1 applications 260:21 281:12 applied 164:5 applies 59:8 178:12 apply 115:15 119:7 142:2 185:15 applying 189:15 appointed 105:14 appreciate 113:17 154:15 171:19 236:6,7 287:10,14 appreciated 139:12 appreciation 13:18 appreciative 108:9 approach 72:19 109:21 117:1 169:9 180:16 219:14 227:11 263:2,7 approached 217:15,20 approaches 110:2 204:7 approaching 151:17 appropriate Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 7 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 61:11,14 82:22 83:1,2,11 91:7 113:1,12 166:12,19 182:3 220:6 221:14 233:14 appropriately 103:14 275:11 284:10 appropriateness 103:2 approve 141:11 approved 51:3 92:18 approximately 15:10 54:8 68:4 132:19 191:21 192:14 200:9 apps 281:21 282:2,3 April 15:2 52:14 architect 4:3 8:17 252:21 area 26:2 74:18 107:21 156:10 211:15,16 239:14 areas 211:14,15 228:20 aren't 116:10 241:10 argue 95:7 152:20 157:4 189:22 argued 146:1 argument 63:22 235:22 arguments 96:13 190:13 arming 275:9 arms 282:22 Army 64:12 arrangements 120:17 163:1 233:14 274:2 arranging 251:12 arrested 188:18 251:16 articulate 164:17 articulating 73:2 artificially 76:7 ascertained 78:16 aside 188:14 ASL 41:18 71:13 aspect 270:1 aspects 157:16 assault 38:2 40:20,22 41:5 251:5,6 assertion 27:7 179:9 assessed 119:22 assessing 119:14 assets 209:3 assigned 209:6 assist 223:19 Assistant 2:11 3:15 7:4,17 8:8 243:13 Assisting 48:1 associated 16:4 181:14 195:18 210:13 233:22 253:6 256:1 associates 209:5 association 3:12 7:13 48:3 85:11 175:13 176:7,14,15,18 179:6 associations 73:9 Assume 119:17 assuming 192:18 assure 12:18 asterisk 137:13 AT&T 156:2 198:18 199:4 237:12,15 Atlantic 205:15 attached 28:13,14 attack 80:12 attacked 12:15 attempt 30:8 120:9 122:13 149:6 attempted 126:2 attempting 134:20 158:8 251:21 attempts 51:16 125:16 251:9 attention 55:2 148:10 257:21 attest 44:22 attorney 2:8 5:9 6:6 53:12 77:10 126:15 177:12 288:12 attorneys 72:15 attractiveness 115:22 attributed 268:21 attributes 253:9 audience 10:13 13:10 24:6 94:20 143:11 287:11 audio 288:5 August 68:11 102:19 authentication 69:12 authority 19:3 46:16 57:1,2,4 71:21 73:19 74:9 authorization 111:1 authorized 118:8,10 164:13 authorizes 120:6 authorizing 118:13 automated 99:1 124:9 135:6 173:16 181:13 206:11 254:14 284:7 automatically 249:14 250:5 283:4 AV 286:20 available 33:18 72:11 93:10 94:2 95:6 100:15 103:8 182:1 194:21 200:1 224:7 227:18 228:19 229:8,22 238:6 253:22 255:8 262:17 average 15:18 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 8 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 172:6 192:3,15,16 202:12,17 203:12 208:18 209:16 211:2 215:18 217:13 225:20 226:1 227:2 270:8,14 averages 209:13 270:7 averaging 55:18 215:9 270:10 avoid 125:11 await 45:3 awarded 116:18 191:17 193:14 aware 43:7 94:7 118:14 228:21 233:12 244:14 263:4,22 264:4 awareness 55:1 away 63:12 99:22 127:3 213:4 240:21 267:16 AXIS-1 220:20 B backend 79:9 background 76:1 81:18 161:4 191:19 backs 58:19 bad 198:16 199:6 bail 188:18 Baker 2:14,16 5:12 6:11 7:8 13:21 24:14 25:2,4 30:18 57:20 66:3 68:3 69:4 81:1 90:7 91:15 92:5,15 95:10 96:18 114:14 115:6,8 126:10 135:20 143:14 144:5 155:2 161:6 162:3 166:21 175:9 216:18 219:12 220:2 227:8,15 229:21 230:2,8,12 287:3 balance 66:7 147:9,19 237:4,5,7 258:17 272:3,6 277:5 balanced 180:16 204:6 ball 281:1 balloon 25:17 57:21 80:5 87:6,7 ban 141:22 169:9 bandwidth 205:5 260:20 bank 171:14 244:6 banking 144:16 banned 182:15 Bar 85:11 barrier 29:13 barriers 106:6 bars 110:5 base 72:3 173:9 229:3 based 43:4 56:17 115:2,4 126:6 133:14 146:3 150:4,7 154:4 163:19 169:21 175:4 182:1 186:6 187:16 195:15 224:14 226:9 235:8 238:17 242:2 basic 16:14 33:7 40:3 98:8 102:15 117:2,3,7,19,21 127:5,6 143:21 144:6,8,13,20 157:16 159:13 166:22 256:6 259:10 269:3,7 basically 147:14 161:15 165:22 170:16 172:18 238:1 240:7 267:8 274:20 basis 16:5 71:10 86:18 96:15,20 99:1 102:14 125:7 135:9 138:4 143:19 147:18 156:9 182:2 199:3 baton 18:15 Bay 179:16 beach 205:1 bear 260:17 bearing 17:9 beast 260:4 beat 173:18,19 271:14 beautiful 33:3 became 108:16 177:16 become 22:4 114:9 122:7 123:2 177:7 265:3 becomes 189:11 becoming 46:22 47:19 155:17 177:20 bed 214:8 beds 53:8,18 235:17 begin 46:18 114:2,13 115:7 143:14 168:9 247:14 251:18 beginning 47:3 68:17 213:12 begins 228:7 behalf 3:12 7:12 30:20 175:12 behavior 247:2 273:9 276:20 behind 10:8 20:17 110:5 177:19 believe 27:4 28:10 47:17 66:20 72:10 92:1 93:12 102:6 103:19 141:4,16 162:7,15 171:3 207:9,18 210:14 212:8 214:2 245:10 261:17 285:19 believed 40:10 111:1 believers 67:11 believes 41:15 48:10 131:15 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 9 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 Bell 205:15 bells 233:22 benchmark 195:3 beneficial 71:11 72:16 267:18 273:4 276:8 benefit 32:21 34:2 61:4,5 63:2 87:12 97:22 98:5 131:16 236:17 238:15 247:9 255:5 259:13 261:3,22 281:12 benefits 14:16 17:5 61:9 247:1 249:10 262:1 275:12 281:19 benefitted 236:8 Bennett 1:19 288:2,18 Bergan 50:14,17 51:1 Bergen 93:12 best 18:1,9 73:18 101:17 105:5,21 141:16 150:1 228:11 229:5 263:1 beta 250:21 251:7 better 32:8 63:22 131:7,8 135:9 178:2 209:3 221:12 224:20 228:11 240:7 257:15 261:5,8 284:3 beyond 14:18 76:8 117:19,20 144:13 167:1,4 168:3 170:21 202:15 216:12 243:10 bid 56:16 101:14,16,19,22 217:8 bidding 217:2,3 Biddle 3:7 6:16 114:19 126:13 bids 51:20 bigger 101:12 209:4,20 215:21 217:6,20 biggest 101:15 111:12 203:6 208:11 bill 97:7 118:1,6 130:22 132:22 133:7,11,22 134:2 140:14 145:6 147:22 148:14 150:17 152:13 154:6,15 160:3 167:17,18 172:19 223:14 billage 157:17 billed 26:21 58:8,9 156:1 billing 95:20 118:3 125:7 131:11 134:1,6,11,14,1 6,17,19 135:4 274:2 billion 151:19 201:17 bills 85:18 134:19 136:20 Bill's 137:10 biometric 133:10 248:21 biometrics 27:18,22 28:2,6 69:1,8,10,15,19 170:22 181:12 194:17 248:9 254:14 259:16,20,21 269:9 274:15 bipolar 220:21 bit 67:9,18,20,21 69:3 73:11 75:6 80:7 84:3 90:5 96:8 128:6 129:15 160:18 161:21 197:8 215:7 220:4 231:6 232:10 235:16 241:9 258:15 267:11 270:10 Black 109:7 110:16 blacked 228:21 blackmailing 248:4 blank 63:4 blanket 157:19 163:17 blankets 61:8 blatantly 27:7 120:12 bless 142:19 BLM 94:20 block 81:3,16 203:5 board 51:3 52:15 61:7 84:19 86:10 89:21 105:19 128:7 147:5 176:6 214:18 222:21 boast 121:6 bodied 38:3 bodies 41:1 body 57:4 176:7 bolder 178:2 bono 126:12 193:19 194:1,9,13 bonus 140:13 booked 131:20 192:2 booking 211:14 books 255:18 282:9 Boost 237:18 bottom 109:13,16 198:8,9 199:8 226:20 bought 282:8,9 boundaries 67:13 bowels 11:19 Brandon 179:15 breadth 200:11 break 6:21 26:15 160:12 174:16 breakdown 96:14 148:16 149:15 breaking 106:5 breakthroughs 258:1 brethren 21:14 Brian 8:13 244:19 Bridgeport 31:19 brief 126:22 243:7 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 10 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 briefly 84:2 225:18 247:14 bright 265:12 bring 35:20 55:1 65:19 73:8 79:10 84:20 136:19 262:22 bringing 11:22 47:11 73:16 84:17 106:7 213:10 brings 73:7 104:15 137:19 174:10 191:8 199:1 255:20 broadband 253:11,17,19 254:18 258:7 broader 66:1 74:14 143:18 broke 151:4 broken 225:8 broker 116:2 Bronco 177:14 brought 111:10 189:1 browsing 254:9 BRYAN 3:20 bucket 153:10 bucks 139:9,21,22 173:17 budget 66:14 91:22 92:2,18 266:3 budgets 44:19 66:8,9 90:10,11 92:7 129:12 build 15:15 200:5 201:22 267:7 building 45:15 191:3,4 256:15 265:17,19 279:7,8 built 240:18 242:14 267:12 bulges 57:22 bulk 62:4 bullets 200:14 bully 73:13 74:13 87:13 bumped 81:19 82:12,15 burden 224:8 burdens 52:10 123:13 Bureau 2:7,9,10,12 5:8,10 6:7,9 7:5,7 8:9,11 9:4 15:3 19:20,21 23:14 46:1 87:19 131:7,9 243:14 247:5 266:21 286:19,20 bureaucracy 47:1 bureaus 34:9 burgeoning 12:14 burner 99:10 business 36:18 131:2,7,9 148:17 160:5 168:2 197:9 200:15,17 211:17,21 213:15 214:20 236:19 237:13 242:15 278:10,13,22 butcher 187:19 buy 173:13 buying 277:7 bypass 123:13 Byrne 3:20 8:13 243:17,18 264:11 266:12 270:16 275:14 279:22 283:22 C cabinets 201:6,8 cables 202:1 cafeteria 191:11 calculated 54:7 58:11 119:7 calculates 126:5 calculation 160:17 calendars 256:17,18 California 86:13 101:21 179:14 182:13 183:6 244:17 caller 120:2 Camden 184:21 campaign 39:16 51:11 55:1 campaigns 43:16 candidly 107:16 canteen 118:4 cap 12:10 50:10 52:16 77:6 125:17 142:1 184:8 215:15 216:5,20 218:5,8,9 241:1 capabilities 249:19 capability 194:18 278:21 capacity 214:8 239:16 capital 1:19 227:2 capped 25:10 116:12 123:17 128:4 130:3 241:21 capping 147:1 caps 16:17 17:3,13,19 22:3 44:12 46:15 50:5 55:4 182:19 222:13 270:18 cap's 217:16 caption 40:5 car 269:7 card 26:22 32:12 117:22 135:3 144:18 147:11 167:7 170:4 172:11,12 173:12,13,15 cards 10:13,16 168:8 care 62:13 64:8 215:16 217:2,3 218:2,9 242:4 careful 203:19 213:7 Carolina 115:5 142:19 183:3 carrier 133:9 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 11 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 134:9 198:21 237:22 carriers 117:12 156:1 202:18 carrier's 118:3 carry 167:11 Carter 105:14 case 20:18 93:17 126:14 149:3 150:19 178:8 263:22 264:3 272:21 280:1 cases 41:14,16 50:9 53:13 56:12 69:9,16 75:2 90:9 91:10 124:15 147:22 168:19 248:3 263:21 271:10 287:9 cash 144:15 173:10 category 119:12 Caucus 109:7 110:16 caught 225:1 246:17 cause 65:2,6 106:1 caused 57:7 caution 212:22 cautious 98:2,12 caveat 67:2 cease 57:16 ceiling 19:7 celebrating 31:1 cell 78:18,19 79:14,16 81:3 132:22 134:14 237:17 244:3,13,15,20 245:1,5,10,12,1 5,22 246:3,4,12,14,1 8,20 247:7 260:3 264:12,14 270:21 271:4 273:22 275:17,22 276:11,12,13 280:2,10,12 cellular 250:14 cent 119:10,14 169:16 217:22 center 3:5 5:22 24:22 34:9 45:8 54:16,21 106:10 173:3 centers 101:8 206:7 central 24:11 179:14 190:12 206:6 centralized 99:2 193:19 centralizing 99:5 cents 27:19 69:7 84:21 85:8 100:2 146:7,12,13 183:5 184:13 192:22 193:11,12 200:18 202:22 203:1,15 207:11,16,20 208:16,18,21 209:1,13,14,17 210:22 211:1 217:11,12,15 226:1,5 231:18,20 270:7,10,14 Century 198:19,20 199:5 CEO 3:17 7:21 175:18 230:15,16 certain 22:2 62:9 65:3,13 72:21 113:4 128:7 165:7 208:2 238:13 269:17,19 279:10 certainly 35:15 36:10 78:5 178:5 180:6 222:11 226:12 certificate 118:12 288:1 289:1 290:1 certify 288:3 289:4 290:4 CET-743 289:15 chain 202:4 chair 31:12 105:14 107:1 108:16 109:6 113:9 chairman 2:3 5:2 10:2,6 11:5,7,17 13:5 19:15 20:11 23:10 43:20 107:2 127:1 181:1 196:15 286:7 Chairwoman 11:15 126:22 286:13 Chairwomen 31:22 challenge 65:21 251:18 267:10 284:9 286:15 challenged 113:8 challenges 39:1 66:1 147:21 154:22 253:5 255:22 265:5 challenging 248:1 chamber 25:17 change 33:3 50:3 52:13 54:10 70:15 76:16 85:14 90:20 92:16 183:16 186:16,19 187:2 206:7 221:22 237:18 276:18 changed 50:4 76:12 77:15 123:17 186:22 187:5,6 changes 47:2 49:13 51:15 70:1 87:3 88:22 89:2 90:6 246:15 changing 179:10 257:12,19 channel 256:12,18 characteristics 211:12 characterize 171:8 215:10 charge 65:2 76:6 82:6 115:19 117:4,10,12,14 118:5 119:11,15,19 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 12 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 120:13 124:2,12 125:6 132:20 133:9,13,18 134:3,12 136:1 137:8,10 140:14 143:15,17 144:10,16 146:21 147:12,13 150:12 152:22 162:6 163:2 164:12 167:2 177:2 225:7,18 229:3,4 271:3,4,7 282:3 charged 27:5 35:22 77:13 82:1,14 113:7 114:4 120:11,19 123:19,20 125:22 131:5 136:6 142:8,21 145:21 148:1 157:8,17 163:5 164:16 165:19 168:10 180:18 192:21 193:10 195:16 196:1 231:17 chargers 115:12 charges 6:4 22:5 26:5,6,16,19 58:20 61:2 81:21 97:10 114:3,5,8,10 115:12,21 116:6 117:18 118:1,2,3 119:16 121:17 123:4 125:7,18 127:10 133:3 134:19,21 140:15 142:18,20 158:16 160:16 162:20 166:19,20 167:3 193:2,6 196:6 234:12 charging 26:2 28:5 119:5 123:12 124:16,21 125:2,10 132:11 148:5 155:11 166:7 chart 137:18 148:10,19 149:1,12 150:18 152:8 154:4 172:19 186:4 202:9 203:11 207:12 208:10 226:18 charts 199:17 200:1 chased 127:3 Chaz 1:19 288:2,18 cheaper 79:12 86:6 89:11,17 cheapest 80:9 check 144:15 167:8 168:15 Cheryl 2:18 5:14 24:16 30:15 36:20 41:9 60:6 chewed 146:14 chief 2:7,11 3:11 4:3 5:7 7:5,6,12 8:9,16 9:3 176:4 197:7 215:14,20 243:13 252:21 272:15 children 14:7 15:22 16:5 85:15 children's 45:12 chime 225:17 choice 116:11 140:21 171:12 172:10 173:22 174:4 237:21 choose 85:15 121:2 chooses 62:8 118:6 Chris 4:4 8:18 263:11 Christ 2:18 5:14 24:17 30:21 33:5 97:18 Chronicle 36:6 Church 2:18 5:14 24:17 30:21 33:4 97:18 churn 184:6 185:18 186:7,20 187:10 239:3 circle 60:13 208:5 circles 201:7 Circuit 17:11 circumstances 168:14 circumvent 27:17 177:21 251:9 circumvention 27:3 cite 127:20 cited 110:22 184:6 citizen 21:4 citizens 31:3 city 85:6 90:19 163:12 179:4 204:21 civil 39:22 97:19 105:18 claim 120:12 clarification 178:10 clarified 216:7 clarify 235:9 clarity 196:5 210:2 class 78:12 classes 180:6 classifications 127:10 clean 156:16 cleaner 169:13 clear 17:4 70:11 71:1 110:22 136:15 196:19 276:19 280:8,15 clear-cut 239:11 cleared 216:14 clearing 75:22 clearly 60:16 71:14 75:7 77:12 97:21 178:13 207:18 CLECS 144:6 clients 130:10 139:13 Clinic 53:1 close 85:5 121:3 126:2 152:14 174:10 229:16 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 13 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 285:4 closed 85:6 closely 46:18 136:4 161:1 closer 45:17 91:13 129:15 closing 9:2 143:3 252:7 284:22 Cloud 254:5 255:6 282:6 Clyburn 2:4 5:3 11:12,15 12:16 13:2,4,11 21:8 31:11,22 43:21 73:14 105:1 106:19,22 107:10 108:6,16 112:20 126:22 130:19 196:15 286:8,12 co 23:20 246:9 251:16 coalition 52:14 coax 202:1 code 10:16 77:22 201:21 coin 205:16 coinless 258:21 coins 259:1 collaborating 239:17 collaboration 52:22 colleague 14:10 21:8 30:18 35:7 36:16 175:7 collect 16:19 26:21 27:16,20 34:9 69:6 104:7,12 117:8 118:1 134:7,8,14,16,1 9,21,22 135:1,3 147:15 162:6,8,21 163:3 170:11 182:18 183:3,12 186:13,14 258:21 273:16 274:1 collected 103:8,9,12,16,2 0 collecting 57:16 65:10 118:18 184:11 240:4 collection 102:5 119:3 129:1 145:22 163:20 164:22 collections 103:13 collectively 192:14 collector 218:19 color 109:10 Colorado 56:21 176:5 177:12 214:7 287:8 Columbia 105:7 106:4,16 111:6 197:13 column 203:8 229:17 columns 226:19 combat 177:9 combination 278:3 combined 55:21 comes 15:12 20:15 75:8 97:13 121:6 165:10 180:13,15 214:19 215:3 224:11,17 235:21 242:9 278:21 279:17 285:20 comfort 132:9 comfortable 255:13 coming 10:2 13:17 23:2 52:12 71:12 74:20 80:13 87:11 100:20 236:6 281:7 285:9,17 286:1 287:10 commend 85:19 143:3 comment 68:7,10 78:8 87:6 88:18 149:9 162:9 171:19 225:4 235:7 238:9 239:1 287:18 commentary 89:19 91:8 commented 164:14 comments 25:6 39:19 60:18 90:3 97:8 113:2,13 115:10 143:9 156:11 177:10 199:16 216:12 218:16 234:7,14 236:12 241:15 244:2 commissary 63:10 147:10 148:5 254:5 256:6,9,11,14 commission 1:3 2:14,17 5:13 6:12 7:9 13:22 17:3 21:5 23:6,12 24:15 31:5 32:3 39:7,8 43:12,21 44:11 46:17 47:17 49:8,18 50:6,21 51:8 54:17,18 55:15 56:8,22 57:15,18 61:3,11,12,15 65:11,15 67:7 70:6,8 74:19 82:18,19 83:3 84:6,12,14 91:1,21 94:11,20 97:9,12 98:10 99:8 100:7 101:16 102:13 105:15 106:22 107:2,4,9 108:2,4,7,9,15 110:17 111:2,8,15 112:3,16 117:19 118:17 122:4,20 123:2 132:16 133:16 135:17 143:16 153:9,17 155:4 156:9,13 161:3,7 170:9 171:4 172:18 181:1 182:1,21 185:1,8,9,10,11, 13 186:3,9 189:18 192:21 204:13 209:17 211:1 213:3,14 222:5,13 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 14 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 223:3,12 231:9 238:18 240:12 241:11 286:9 287:16 commissionable 140:12,13 commissioner 2:4,5 5:3 11:12,21 12:16 13:2,4,11 14:11 20:4,8,10 21:8 31:11,22 43:20 57:20 73:14 105:1 106:19,22 107:10 108:6 112:20 113:9 130:19 163:21 185:11 196:15,16 244:19 286:12 Commissioners 23:10 48:3 107:15 190:22 286:8 commissions 17:5,14 28:20 33:16 47:21 48:2 49:11 51:19,21 52:5,19 53:22 54:4,11 56:4,6,13 57:13 60:16,19 62:4,20 63:6,15,17 66:4,11 70:2 84:7 86:17 90:8,14,16 91:15,19 95:2 99:15 100:1 102:1,2 115:15,16 116:5,8,14 122:17 129:17,18 130:1,9 139:17 153:8 178:11 181:6 182:7,11,16 183:8,9,10,17,2 1 184:11,15 185:3 186:5 187:3,5,11 196:22 199:9 201:20 202:18,19 208:5,6 209:21 218:12,13,15,16 ,19 222:2 223:7 225:21 226:2,4,9 240:16,20 241:1,4,8,11,19, 21,22 242:5 Commission's 12:4 17:13 38:20 39:4,13 47:9 70:5 76:13 87:2 102:4 109:8 164:14 184:8 commitment 37:3 113:6 committed 16:13 Committee 3:3 5:20 105:11,12 common 76:1 88:13 116:16 144:3 communicate 20:22 38:8 39:2 41:18 79:18 197:14 252:12 communicating 266:18 communication 17:10 30:22 40:8 42:1 46:10,19,21 47:4,6 48:8,14 59:14 109:3 110:5 247:7 256:21 257:2 264:16 276:19 277:9 communications 3:10 6:19 21:5 31:4 32:3 43:12 44:10 46:15 64:20 65:10 68:22 69:1 115:1,4 127:7,9 130:9 136:10 156:8 191:16 197:20 243:10 254:12 256:12 258:4,16 281:9 Communication's 14:13 COMMUNICAT IONS 1:3 communities 15:22 45:15 48:21 221:9 community 14:19 37:1 46:2 177:4 178:3 205:1 221:12 CO- MODERATOR 2:13 Co-Moderators 5:6 6:5 7:3 8:7 companies 43:6 50:5 70:20 75:2 103:12 105:20 111:12 122:22 123:12 124:12,16,22 125:5,18 128:3,14,18 129:9 130:7 132:12,20 133:9 134:18 137:8,9 142:11 143:20 145:17 153:4 198:9,10 219:18,20 236:15,17 237:2,11 258:9 company 1:19 125:10 131:3 133:3 134:1,10 137:10 146:9 158:6,9 165:22 166:1,6 172:5 197:8 198:4,20 228:6 237:14,15 238:2 266:6 267:6,15 283:3 company's 149:18 comparable 52:17 195:16 196:1 199:3 comparative 160:3 compare 161:1 168:9 198:9 compared 25:16 37:22 38:2 249:8 269:18 comparison 115:21 231:22 235:21 compelling 30:19 compensate 98:4 116:7 118:20 compensating Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 15 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 97:15 compensation 194:8 compete 116:3 253:12 257:18 competing 122:2 232:2 competition 2:7,9,10,12 5:8,10 6:7,9 7:5,7 8:9,11 9:4 23:14 88:18 191:18 238:14 241:18 competitive 134:13 178:1 198:4 238:12,19 competitors 29:18 complaining 212:9 complaint 71:14 85:4 147:7 complaints 85:12 complement 135:16 136:12 complements 113:12 complete 41:2 189:14 201:17 255:3 289:11 290:11 completely 39:14 135:6 completing 180:2 complex 72:20 200:20 complexity 196:2 200:20 compliance 121:15 195:21 257:13 complicated 23:8 200:15 257:19 285:10,16 comply 103:13 195:14 component 102:11 268:22 comprehensive 99:21 163:19,20 219:14 227:10 computers 253:18 computing 255:4 concentrated 209:2 concept 43:4 concern 28:21 79:14 concerned 180:6 concerns 30:2 79:15 conclude 69:20 conclusion 125:14 135:13 conditions 29:12 38:6 42:10 43:3 conducting 239:16 conducts 195:20 conference 111:9 176:19 conferencing 46:20 confinement 28:3,18,22 29:1 42:3,10 43:4 69:10,17 90:10 95:12 116:1,4 194:16 247:22 confines 157:3 confiscated 244:17 conflict 215:14 confused 135:10 confusing 121:5 142:21 confusion 178:15 congress 105:17 111:9 112:9 113:2,3 congressional 6:2 105:13 106:3 109:7 110:15 Congresswoman 6:3 105:5,8 106:14,18 112:20 286:2 Congresswoman' s 106:2 connect 77:7 connected 180:8 255:18 284:6 Connecticut 244:6 connection 14:9 16:2 98:9 138:14 193:1 272:7 connections 45:11 231:19,21 consequence 65:12 consequences 206:1,19 213:7 consider 30:4 66:8 73:16 90:16 97:10,12 117:20 136:5 265:2 consideration 25:6 115:10 200:21 204:8 considered 117:5 226:11 considering 82:17 177:2 consisted 185:1 consistency 132:3,5 145:6 consistent 61:12 131:16 132:8 145:10 185:22 229:12 consistently 14:17 40:8 52:9 76:10 console 28:14,15 consolidate 122:14 consolidation 29:22 30:1 88:19 conspirator 251:16 constant 76:16 85:3 constituency 106:10 constituents 106:8 constitute 27:2 182:7 constitutional 62:9 constrained 29:11 construction Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 16 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 111:11,12 consulates 194:3 consult 262:22 266:8 consultant 158:21 228:8 consulting 229:7 consumer 18:11 19:20 56:19 61:16 71:14 101:18 140:21 142:7 171:11 173:4,21 225:22 238:19 262:21 284:1 286:19 consumers 18:7 56:15 57:8 59:4,5 65:13 98:8 114:10 238:16 contact 14:17 38:8 59:13 109:3 180:1 246:8 247:21 255:14 258:18,21 259:4,18 261:5,6,8,10,16, 18 269:14 275:16,22 278:17 279:2 281:22 contacted 71:3 contacts 255:7 contained 254:3 Cont'd 3:1,2 4:1,2 6:1 7:1 8:1,2 9:1 contemplate 107:17 content 255:16 260:12 278:19 281:13 contents 25:18 context 264:6 continual 80:19 continually 13:5 39:1 continue 18:9 49:2 59:2 68:15 75:1 82:9 178:1 206:20 232:16 235:22 236:4,7 243:3 252:9 258:6 262:2 274:11 282:1 284:4 287:17,19 continued 57:17 76:11 134:17 continues 12:17 57:9 75:15 106:5 243:4 280:2 283:1 continuing 23:17 49:1 174:14 181:2 continuous 27:18,22 28:1,6 69:8,10,14,18 248:20 252:7 274:15 continuously 39:1 contraband 244:3,14 245:5,10,15,19, 22 246:12,20 251:13,15 260:3 276:11 280:2,10 contract 50:1 51:2,6,7 52:5 53:19,21 54:10 58:5 90:6 91:8,9,10 100:11 116:9 130:15 132:1 184:13,17 187:13 191:17,19 192:17 193:14,17 194:15 196:8 211:9 212:20 217:4 232:17 238:2 239:14,20 266:9 contracted 53:8 contracting 181:6 contract-operated 239:21 contractor 195:7 contractors 192:7 217:21 contracts 50:15 56:16 58:1 87:1,5,7,19 88:5,12,13,22 89:1 100:15 101:14,19,22 103:22 116:4,9,18 129:15 195:13 200:4,9 221:15,17,20 230:18 238:15,17 242:2 265:19 contribute 33:5 46:3 84:7 contribution 174:13 control 27:5 29:8 30:8 120:10,13 239:15 246:5 260:3,5 273:18 controlled 247:6 controlling 102:18 123:11 controls 29:15 188:8 244:10 259:10 convene 73:5,6 convenience 118:12 168:7 258:17,21 259:4 261:16,17 convenient 281:17 conversation 35:16 65:19 98:14 235:3 236:1 249:13 275:18 276:5 280:13,16 conversations 176:17 280:7 converse 28:15 convicted 188:17 conviction 41:15,16 177:16 coordinated 267:1 copies 200:3 coping 16:3 copper 202:1 CORINNE 290:4,15 corner 200:18 corporate 101:7 270:1 Corporation 115:1 corporations Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 17 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 79:21 correct 86:18 127:16 147:22 227:12 289:11 290:11 correction 41:7 88:8 129:11 correctional 15:14 18:8 63:19 122:20 123:8 176:14 184:15 222:4,8 243:10 249:9,17,21 250:9,12 251:14,19 252:11 262:8,11,12 274:19 corrections 37:14 39:10 42:16 43:7 45:22 47:1,3 49:17 62:3,22 71:2 72:12 80:14 129:4 176:8,16 181:8 184:10 187:12 197:18 203:7 205:7 244:19 248:11,22 251:1 correctly 86:16 215:11 227:9 correlated 252:2 correlation 99:16,19 100:5 250:8 correspondence 177:11 corresponding 30:13 185:2,5 186:8 cost 15:12 17:9 26:9 27:21 29:9,10 56:18 57:2 68:15,16 69:5,6 79:17 87:8 94:22 96:8,10,20 97:1,5,15 99:3,11 100:1,6 101:3,18 102:3 117:18 119:21 121:19 122:10,15 123:7 125:17,20 126:4 128:16 133:1 134:17,18 135:2,19 139:1 141:3,5,11,12,1 3 144:11 146:5,14 149:13 158:4,9,10,15 159:8,9,11,15,1 6,19,22 160:9,22 161:3,4,7,13 168:1 170:17,20,21 171:10,15,17 173:3 174:6,7 175:3 178:11,19 179:7 181:4,18,20,22 182:7 183:11,16,22 184:7 186:12,15 187:7,10,17 192:17 194:12,14 199:20 200:11 201:11,20 202:3,18,19,21 207:12 209:21 210:5 215:10 216:21 225:21 226:1,6,14 227:1,2,3,17,22 228:1,3,11,13,1 4,18 229:3 230:5,22 236:18 237:6,20 238:7,19 240:18 252:4,6 256:5 260:15,17 261:10 268:15 278:6,7,8,9 281:19 Costa 232:6 costly 257:1 costs 15:12,18 18:3 28:22 29:1 46:18 54:5 60:21 76:8 95:5 98:21 100:22 101:11 102:1 114:4 120:2 121:9,12,15 123:10 135:7 146:11 158:8,13 163:2 167:12 169:14 170:7 172:13 181:9,11,14 182:1 183:20 185:21 186:18 194:10 195:18 199:9,10 202:19 208:7,8 209:17 214:2,4 217:8 224:10 225:20 226:20 230:19 253:6 255:22 256:4 257:6,12 266:11 270:3 278:2 coughing 75:22 counsel 2:10 3:7 6:8,15 8:10 114:18,19 126:12,13 243:15 288:9,12 counter 16:11 counterpart 179:2 counterparts 22:6 counterpoint 213:20 counties 50:2,11 51:6,12 84:6 94:1 184:16,18 204:19,21 205:8 221:19 countless 39:11 40:20 countries 232:5,10,15,18 233:8,13 country 22:7 35:12 55:13 57:12 58:4 75:11,14 87:21 93:18,20 108:22 109:10 131:4 142:2 176:12 178:17 190:5 192:1 231:20 233:3 244:16 267:2 271:1 283:18 county 26:12 50:4,14,15,18 51:1,7 52:6 53:20,21 54:1,3,7,11 81:2 85:7,9 86:1,7,18 87:20 90:18 93:12 131:22 179:3,15 184:15,20,22 185:16 186:1 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 18 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 192:5 205:9 214:9 224:12,13,18 271:17 275:3,4 couple 31:16,18 74:3 88:1 152:6 165:17 204:19 236:12 240:11 253:2 coupled 165:21 220:21 course 37:4 55:8 107:11 110:14 143:10 148:13 158:5,20 160:5 172:22 221:20 231:12 court 17:12 22:2 42:22 43:2 53:14 86:4 93:17 289:5,7 290:5,7 courts 57:1 111:14 194:4 courtyard 191:5 cover 135:2 coverage 157:19 covered 157:6 170:9 171:4 create 66:15 90:17 179:6 278:16,17 created 249:6 259:6 creates 283:16 Creating 46:9 creative 268:3 credit 26:22 106:21 117:21 119:6 135:2 144:18 167:7 168:8 170:3 172:11,12 286:15 crime 15:14 45:14 177:9,17 178:6 248:5 crime-based 280:7 crimes 248:3 criminal 44:2 46:8 177:18 204:22 245:3 250:9,20 251:2,10 crisis 42:9 66:15 90:18 critical 17:13,15 53:15 56:11 61:4 62:17 91:5 93:22 102:11 113:4 138:13 143:6 177:16 243:5 247:20 285:12 critically 15:2 criticism 111:15 crowded 15:14 crunching 128:22 cry 18:20 crystal 281:1 cues 254:14 cumbersome 159:18 curious 262:7 current 12:4 34:20 41:12 47:7 183:5 currently 29:14 44:4 119:20 231:17 240:4 252:20 custody 179:22 180:10 192:2 221:1,4 233:4,5 customer 115:15,22 117:4,9 118:6 119:21,22 120:19 121:14 123:22 144:12 156:20 157:2 163:4 167:2,5,17 173:9 201:12 202:8 263:15 272:11 customers 117:13,17 120:10,14,22 121:5 162:18 188:11 262:19 275:5 customer's 120:15 121:7 123:21 Customers 53:9 customized 246:4 Customs 3:16 7:19 14:1 175:16 191:2 cut 58:14 66:13 140:19 141:8 220:8 221:6 225:10 cutting 225:2 255:12 CVI 248:22 249:10,15,19 250:11 cycle 68:7,10 184:4 239:4 D D.C 17:11 32:2 daily 32:3 202:12 Dakota 209:8 Dallas 179:3 dared 107:16 Darrel 166:15 287:7 Darrell 2:14,16 5:12 6:11 7:8 13:21 24:14 60:8 65:18 67:18 80:21 90:2 94:20 114:14 123:18 124:13 132:15 135:20 154:20 155:21 160:22 161:18 165:18 167:21 168:11 175:9 227:7,21 287:2 Darrell's 87:5 Darren 177:14 data 15:1 18:1,2 34:8 35:3 36:4 51:11,13 83:3 88:3,6 89:4 93:9 94:1 98:15 100:9,19 102:5,8,10,18,2 0,21 103:5,7,8,12,13, 15,19 104:13 109:2 128:2,10,12,21 129:1 135:19 145:22 152:5 155:7 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 19 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 158:9,10,18 159:1,4 160:4,5,6,7,9 161:4,7 163:20 164:22 165:9 169:5,6,21 181:22 200:1 201:6 214:14 219:8 226:9 227:17 228:3,9 237:5,6 238:5,7 260:1 database 86:22 203:15 229:14,15 248:15 249:7 databases 99:15 date 18:7 68:12 228:16 257:13 289:15 290:15 David 2:10 6:8 8:10 243:14 day 12:5 23:4 24:11 55:18,19 111:4 140:1 171:21 172:9 180:19 188:16 285:5 days 171:22 172:1 day-to-day 143:19 DC 1:15 179:2 D-DC 6:3 de 27:2 deadline 102:10 103:9 deaf 2:20 5:17 24:18 37:1,19 38:21 39:15,17,18,20 40:15,18,20,21, 22 41:6,12,15,21 42:11,12 70:12 77:7,9,13 deafness 71:15 deal 127:9 143:18 190:11 196:21,22 197:1 218:16,17,18,20 241:18 285:16 dealing 116:1 146:17 157:7 263:13 283:13,14 dealings 69:1 deals 122:12 157:5 dealt 80:22 218:21,22 241:12 242:12 death 203:22 debate 60:19 127:13 debates 196:19 debit 16:18 27:16,21 69:6 117:8,16 147:8,13,21 148:2 167:15 173:12,13 263:15 273:15,17 decade 14:6 222:18 decades 44:9 222:7 223:15 257:9 December 51:4 99:19 164:22 decency 43:5 decent 165:11 deception 139:18 decide 140:18 141:9,21 159:20 242:2 272:20 decided 21:4 86:17 110:19 267:15 decides 189:20 decision 13:15 33:11,22 34:2,7,20 36:9 39:13 56:6 103:10 159:9 178:14 206:22 decisions 34:21 100:18 203:21 decline 134:15 251:17 declined 128:19 decrease 183:6,14 186:16 decreased 185:3,6 194:14 278:2 decreasing 252:10 dedicated 192:9,12 197:12,17 deep 37:2 default 19:7 118:7 defense 3:5 5:22 24:22 54:16,21 64:9 249:2 defiance 57:18 define 117:7 144:7,20 defined 117:5 definitely 145:17 187:13 278:6 279:7 definitive 111:1 degree 241:7 delay 103:3 delayed 22:13 Deleon 254:22 delicious 191:10 delighted 31:5 delve 74:17 demand 56:12 245:11,12,18,21 246:11,19 280:6,15 democracy 106:3 demonstrably 182:8 demonstrates 196:8 demonstrative 131:6 denied 22:13 188:8 Denver 3:11 7:12 175:12 176:4,5 177:12,14 214:7 215:17 denying 14:6 Department 3:12,16 7:12,19 14:2 15:3 29:20 43:13 49:16 50:18 62:3,22 63:18 72:8 104:8 175:12,17 176:5 184:10 203:6 244:18 247:4 249:2 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 20 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 251:1 departments 37:13 39:10 42:16 43:7 71:2 72:11 80:14 88:8 129:3,11 181:7 205:7 221:19 224:12 departure 233:15 depend 90:10 dependent 186:2 Depending 152:19 depends 91:16 92:15 262:14 deploy 257:15 deployed 248:10 260:6 deploying 278:6 deportation 93:16 deposit 124:11,17 150:20 151:10 deposited 124:6 deposition 288:10 deposits 124:9 depravation 37:21 depressing 38:5 depth 200:11 deputy 178:22 derived 152:1 descending 198:17 describe 49:13 describing 191:13 deserve 106:21 deserves 11:20 286:14 deserving 247:9 design 253:2 257:14 designed 250:16 desire 47:21 246:1,7 260:10 277:21 279:6,13 despairingly 40:7 despite 18:20 38:15 47:9 57:15 183:19 detail 149:16 detailed 228:6 263:6 details 24:13 40:13 126:11 191:18 265:16 detained 85:15 86:3 232:15 detainee 85:21 191:14 193:15 247:2 detainees 3:3 5:20 24:21 52:10 53:10,22 54:9 85:3,9 93:5,15 191:10 192:5,8,15,21 193:10 194:2,8,11,22 195:6 196:7 231:16,17 232:6,10,20 233:7,9,12 240:8 244:4 245:6 246:2,4,6 247:6,9 264:17 284:2 detains 191:21 detect 79:4 280:5 detection 75:18,20 76:19 181:12 245:16 251:11,15 detects 75:20 detention 3:15 7:18 53:18 55:9 57:9 59:6 76:2 81:2 85:17,21 131:19 176:8,10 191:20 192:4,11 193:20 194:6 195:2,9,12,19,2 1 211:15 239:17 determine 30:6 43:3 95:14 96:1 168:22 190:1,17 227:4 determined 43:1 45:9 67:5 determining 30:1 158:13 develop 260:20 developed 68:8 123:1 200:8 244:21 245:20 249:1 268:14 281:11 developing 254:20 256:1 265:6 281:21 development 46:4 201:12 250:15 253:1,3,8 260:16,18,21 266:4 developments 250:17 device 244:9 256:21 260:18,22 261:1 277:8 281:10 devices 246:13 261:12 277:4,5 278:20 284:12 DHS 194:5 diagnosis 220:20 diagram 138:1 dial 194:2 dialogue 23:17 49:1 70:16 dichotomy 225:2 Dictaphone 206:18 differed 185:19 difference 14:18 108:17 110:8,9 187:16 188:1 205:8 208:1 210:3 212:18 230:14,16 237:13 differences 60:9 96:7,9 175:3 187:13 188:4 205:6 226:12 different 7:2 57:12 61:6 83:20 85:22 132:2,20 137:4 138:5 162:14 167:12 170:6 172:14 175:2 178:22 184:1 185:16,17 188:4 191:7 193:22 199:19 200:7 205:3 207:8,9 211:11,12 213:1 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 21 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 214:5 215:10 232:15 235:10,16 240:2 262:16,18 263:21 265:10 286:4 287:5 differential 99:4 differentiating 186:4 differently 162:2 163:9 188:2 difficult 100:17 108:2 155:7 158:14 160:11 182:4 195:22 257:1 difficulties 257:5 difficulty 64:15 158:12 257:11 Diggins 3:11 7:11 175:12,22 176:3 213:19,21 215:14,20 216:11,14 220:11 223:18 234:18,20 236:9 287:3 digital 254:20 282:7 288:19 diligently 131:12 Dillard 30:10 135:21 Dillard's 30:11 ding 200:19 direct 17:9 99:16,18 100:5 122:19 134:1 156:6 164:6 231:19 232:9 direction 83:18 104:10 287:20 directly 108:22 124:16 199:18 268:20 Director 2:14,16 3:4,6,15 5:12,22 6:11,14 7:8,16,18 54:2 114:16 122:9 disabilities 36:17 37:17 40:14 41:5 42:11,18 104:1,4,5 260:10 disability 37:1,15 43:8 70:17 71:13,15 94:14 103:21 disagree 90:8 213:22 disagreed 234:15 disciplinary 95:3 disconnected 39:2,14 discontinued 134:20 discounting 283:22 discovered 53:17 discovery 177:21 229:22 discuss 13:15 24:9 83:21 182:9 231:6 discussed 237:9 discussing 60:11 176:22 198:3 253:3,5 discussion 60:1 169:18 176:20 177:6 180:12 182:6 189:14 264:13 discussions 23:5 198:2 disorder 220:21 dispel 42:12 displace 25:18 disproportionatel y 64:6 120:1 disputes 95:20 distance 46:21 80:3 270:19 distinction 188:12 282:15 distinctions 175:5 distinguished 23:3 distributed 99:7 District 105:7 106:4,6,15 111:6 177:12 197:13 division 2:7,10,12 3:11 5:7,9,12 6:7,9,12 7:5,7,9,11 8:9,11 9:3 23:13,21 44:1 176:4 243:13,14,15 286:17,18 Division,Wireline 2:9 DLA 53:3 DOC 51:12 58:4 184:17 255:2,3 277:13 docket 35:13 114:7 document 110:3 documented 36:5 110:1 248:3 documents 53:13 93:18 255:7 DOJ 30:3 dollar 85:18 149:7 151:14 dollars 45:2 151:19 183:8 201:19 213:4 267:14 domestic 93:11 192:22 dominant 29:14 30:7 Don 158:21 donations 63:11 done 12:10 21:21,22 32:7 47:11 55:6 56:2 65:1 70:3 74:11 99:1,2 100:16 106:2 107:10,16,22 112:12,17 113:7 121:21 126:21 127:1,20 130:3,4 136:13,22 139:4 140:17 142:14 143:4 146:19 151:17 196:18,21 197:4,5 220:1 222:16,17,18 223:15 228:5,12,13 229:5 230:4 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 22 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 241:5 247:15 273:22 doors 74:3 doubt 245:1 Doug 30:10,11 135:20 dragon 80:13 drain 98:6 dramatically 182:17 draw 48:16 148:9 drawn 189:21 190:2 Drinker 3:7 6:16 114:18 126:13 drive 209:9 218:4 272:12 driven 138:9 171:11 189:13 279:15 driver 60:20 182:7 183:22 184:7 187:8 drivers 115:11 181:4 199:20 drives 208:6 278:12 driving 98:21 102:3 218:13 drop 186:13 213:8 225:14 271:5 dropped 49:19,21 50:1 74:22 75:7,16,17 76:3,4,11 77:2,17 81:4,6 83:5 182:17,20 183:1,11 185:8,12 drops 271:8 drove 286:13 drug 220:22 245:17 276:18 drugs 45:20 46:7 221:3 251:13 DTMF 81:9 DTS 191:15,17,19 192:11,17 193:4,14,17 194:15 195:6 196:8 239:14,20 Dual 81:10 due 18:3 81:6 118:22 174:17 182:2 196:2 245:11 251:21 duration 58:14 during 112:21 113:3,5 132:6 198:5 221:16 248:14 250:21 dusted 21:9 duty 19:3 59:3 62:18 63:1 DWIs 205:2 dynamic 105:3 E earlier 114:9 132:17 164:13 167:22 168:20 171:7,12 205:12 212:18 213:6 225:13 231:19 244:7 249:11 272:16 early 22:20 63:6 134:7 205:13 248:11 259:3 273:2 earn 199:12,13 ease 210:17 215:8 easier 160:18,19 212:15 214:19 282:1 easiest 153:15 easily 46:9 74:2 93:10 easy 71:16 73:21 94:18 135:14 158:17 282:2 eat 191:6 eating 85:16 echo 171:6 242:19 economic 16:6 106:7 241:13 economical 173:11,22 economically 252:9 283:5 economies 125:1 190:10 209:12,20 214:9 economist 229:21 edge 255:12 Editor 3:13 7:14 educate 5:16 24:18 278:22 284:5 educating 173:21 262:10 education 2:19 71:10 254:4,22 262:17 264:13 educational 48:4 260:12 278:18 281:13 effect 17:1 51:14 70:3 76:14 87:2,7 110:4 182:20 184:9 effective 26:22 38:9 184:11 261:9 271:10 effectively 215:9 effort 13:7 20:5,7 23:18 90:1 106:1 113:6,9 149:8 163:20 229:5 286:9 efforts 39:5 130:7 193:8 236:8 egregious 14:7 198:6 199:15 225:6,7 eight 56:3,5 63:14 77:8 88:14 89:6 142:20 159:18 182:10,11 183:17 199:3 either 51:5 56:22 75:2 77:16 133:4,20 135:4 161:9 173:13 208:20 250:3 254:2 El 179:14 232:7 Eleanor 6:3 105:5 106:15 e-learning 255:1 elective 121:13 electronic 118:7 electronically 167:15 256:10 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 23 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 element 200:12 elephant 240:16 elevate 286:3 Elias 3:11 7:11 175:11,21 176:3 180:21 223:16 287:3,7 Elias's 190:4 eliminate 28:18 54:4 90:15 121:17 132:5 146:18 280:10 eliminated 49:17 50:6 51:19 52:5 63:15,17 97:10 146:2,16 182:8,10 183:17 218:21 249:2 eliminating 50:20 84:12 147:2 222:2 elimination 52:19 Elmore 81:2 else 57:22 78:21 161:22 164:18 208:9 209:6 237:17 264:21 273:6 274:5 284:16 email 46:19 261:8 281:13 Embark 198:20 embarked 267:8 embarks 29:7 embraced 262:12 emerging 269:11 emphasis 72:3 emphasize 44:17 137:7 159:8 employed 30:6 69:17 111:11 288:9,12 employee 288:12 employees 197:12 employers 247:8 employing 28:20 Employment 105:15 emptying 121:8 enables 194:1 enabling 48:15 109:4 enact 18:15 220:7 enacted 222:21 encourage 27:9 34:6 46:14 103:10 encouraged 55:3 258:9 encouragement 48:16 encouraging 29:3 48:8 endorse 72:18 end-to-end-to 201:8 end-user 116:21 121:4 end-users 116:10 enforce 59:2 65:11 enforcement 3:16 7:19 14:1 53:9 175:17 177:8 180:18 191:3 214:15 234:22 235:1 enforcing 59:8,16 engaged 180:7 engaging 153:5 engineer 252:20 257:2 engineering 201:3 253:10 266:4 engineers 278:8 Engledow 2:11 7:4 8:8 20:1 175:8 213:19 220:3 226:17 227:5 231:2 243:9,12 247:12 252:14 258:11 262:4 264:20 273:5 276:21 277:20 279:21 284:13,19,22 285:4 English 77:4 enhance 264:16 enhanced 244:3 246:21 280:16 enhancements 215:20 279:11 enhances 48:19 enjoy 255:4 enormous 15:13 286:14 enrollment 248:14 274:16,18 ensure 17:22 18:10 29:4 39:5 59:3 194:8 195:20,22 222:20 ensuring 37:9 191:9 195:4 enter 29:18 67:2 162:15 248:16 273:19 entered 238:8 entering 249:13 enterprise 98:16 entertainment 61:7 entire 11:1 58:13 entirely 250:15 271:18 entities 194:3 entitled 117:9,17 167:14 entrance 29:13 entrepreneur 268:2 entrepreneurial 268:1 envious 128:20 environment 171:20 174:2 221:2 278:16,17 281:15 envy 119:9 epidemic 244:21 equal 37:16 40:4 42:19 105:15 129:6 equality 37:3 39:8 equally 66:12 equals 240:12 equation 123:14 241:20 246:15 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 24 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 equipment 29:4 95:19 209:2 255:4 equitable 146:8 195:10 equity 40:11 227:3 equivalent 201:5,7 eradicated 48:12 escorted 274:18 especially 35:8 112:14 160:11 189:17 218:7 essence 79:21 essential 103:16 essentially 107:9 118:9 120:19 144:10 162:4 Essex 53:20 54:11 establish 68:14 117:2,9 133:5 135:5,8 147:17 166:21 167:8,18 195:2 established 43:2 71:13 establishing 27:15 establishment 133:4,19 estimate 15:17 149:7 estimated 152:16 estimates 148:13 149:17 150:1 152:13 estimating 153:13 etcetera 26:7 95:4 175:4 evaluate 18:6,13 34:7 event 196:17 eventual 221:21 eventually 49:19 247:3 267:8,15 284:2,11 everybody 31:12 167:14 267:12 276:7 285:9 everybody's 136:17 139:6 everyone 13:8,9 21:18 23:2 30:17 36:21 59:8,9 65:21 89:21 93:2 174:22 175:8 207:5 219:7 234:4 242:22 243:2 273:4 285:7 286:1,21 everything 16:11 43:3 109:4 142:6 144:9 160:1 164:18 171:21 219:20 224:16 228:17 263:5,8 evidence 177:16 182:4 187:16 202:4 evidence-based 182:3 evolution 258:16 281:9 evolve 272:18 evolved 134:5 evolves 282:22 evolving 43:5 258:19 exacerbated 16:8 exactly 39:12 142:16 164:17 229:12 236:22 exaggerate 108:20 example 35:17 45:8 55:21 58:1,18 62:2,14 63:14 82:19 93:12 99:22 123:15 124:4,20 138:16 154:16 182:18 183:7 185:6,7 188:22 190:4 203:11 204:19 211:7 217:9 256:6 263:14 273:14 275:4 examples 31:16 56:6 84:5 183:15 256:22 283:18 exce3ssive 116:6 exceed 131:9 excellent 64:4 115:22 247:15 except 52:7 82:7 109:21 121:17 140:21 167:15 exception 18:20 122:18 185:2,13 exceptions 168:18 excess 251:22 excessive 116:21 199:12,13,14 exchange 198:21 excited 255:2 exciting 10:22 exclude 202:17 excludes 202:19 excluding 121:13 209:17 225:20 226:4,9 exclusive 116:3 162:15 exclusively 192:8 excuse 102:11 excuses 61:21 executive 3:4 5:21 54:1 56:10 197:7 exercise 120:12 exerts 29:9 exist 77:5 120:17 221:5 existed 151:6 existing 14:12 255:16 exists 51:18 101:4 178:15 exits 104:1 exorbitant 79:17 116:6,22 expand 66:22 69:2 84:3 90:5 212:13 215:13 expanded 250:22 expansion 53:18 expect 134:11 152:10 154:7 expectations Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 25 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 131:10 expenditures 152:17 268:9 269:19 expenses 151:18 178:20 expensive 15:15 20:22 26:10,11 64:12 141:6 189:3 206:18 228:13 257:10 267:5 271:11 276:14 experience 38:5 77:17 132:6 152:14 154:21 200:11 255:21 263:11 expert 67:3 expertise 285:18 287:6 experts 272:13 expire 221:17 explain 143:1 212:16 explained 37:18 259:19 explore 262:2 exponentially 77:3 express 31:10 extend 13:18 46:14 59:19 extended 17:19 102:10 177:2 extension 88:15 184:14 extensive 158:9 extent 144:1 146:12 156:21 161:2 169:6,8 223:11 268:9 external 266:2 extortion 263:18 extra 144:19 171:8 202:15 232:13 extraordinary 21:3 107:6 extrapolated 149:19 extreme 31:10 extremely 14:4 74:6 103:4 155:6 F face 29:19 108:14,15 111:4,5 257:4,11 Facebook 255:17 faced 66:1 face-to-face 28:18 258:19 facilitate 14:22 48:14 247:7 275:21 facilities 7:2 15:15,16 18:8 28:3,18,22 29:3 55:9 57:9 59:6 61:2 69:11,17 76:2 93:11 95:6,7 96:4 116:1 122:21 123:8 131:18,19 175:2 176:10,21 184:16 185:16,19 186:2 188:2,5 189:2,4,7,10 190:12 191:22 192:4,7,9,11,12, 13 194:6 195:6,10 199:20 201:19 202:22 203:13 204:4 205:7,9 206:12 207:8,15 208:2,14 209:4,16 210:14 211:9,14 213:17 215:21 217:6,12,16 218:6,17 219:1 222:4,8,22 224:4 226:6,13 232:21 239:2,19,21 240:6,19 241:2,10,22 249:18 256:8 262:8,11,15 266:19 267:2 270:13 272:20 279:9 facility 29:1 81:2 85:5,6 90:11 91:16,22 95:12 98:10 99:4,7 116:4 124:2 131:21,22 132:1,3 160:12,17 171:22 172:3 175:4 182:2 186:6,7 187:9,14 188:6,7,12,21 189:22 190:16 193:20 195:20 203:1,2,3,5,6 207:13 208:12,19,20 209:10,20 210:3,22 211:6,10 214:6 216:2,4,7 220:7 235:11,17 239:2 249:9 251:14 263:3 271:21 277:6 282:10 facing 93:16 fact 35:17 38:15 56:15 57:10 58:22 66:6 86:11 90:8 99:3,5 100:13 112:2 121:1 129:19 138:10 189:1 195:8 220:11 223:2 244:18 247:4 251:22 255:1 266:20 facto 27:2 factor 45:6 186:2,5,8 factors 188:5 233:19 fair 14:14 18:11 39:6 53:14 59:4,17 61:14 64:13 65:12 84:13 148:21 156:17,19 176:22 180:13 196:8 222:21 235:4 236:21 238:14 240:20 241:2 242:13,14,20 fairly 56:1 137:6 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 26 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 fairness 39:7 fall 64:6 148:6 156:3 fallacies 62:16 false 27:7 120:12 225:2 familiar 265:3 families 15:21 21:12 25:21 26:19 29:6 33:7 37:11 45:12 47:12 48:15 59:10 64:7 80:15 89:10 110:15 111:3 129:8 131:6,10 136:19 173:9 180:1 222:6 223:7,13 236:14,20 237:3,19 244:4 246:8 247:21 264:8 272:14 275:13 280:22 285:13 family 14:6 16:21 20:22 21:17 39:2,12,19,20 44:21 45:1,5,9,11,17,1 8 46:3,6,12 64:10,16 72:13 75:11 89:14,17 132:6,9 135:10,15 136:1 138:14 139:1,8 140:22 142:4,14 147:16 148:1 154:12,17 170:15 171:12,17 180:5 181:16 197:14 233:7 242:1,7 245:7 247:8 252:13 255:19 261:5 275:16 281:20 284:6 family's 44:19 137:20 141:18 famous 20:2 fan 211:2 fancy 32:10 124:10 FAQ's 33:16 fast 205:21 father 78:11,18 fault 105:22 FCC 1:3 2:2,6 16:13 19:2,6 24:4 25:4 27:19 30:3 32:5 33:20 34:6,21 35:3,6,13,14 36:12 37:5 41:9 46:14 49:1,14 50:22 52:4 54:17 55:3 57:3 58:21 59:1,18 63:21 64:21,22 66:21 67:7,12 68:5,22 71:12,13,14,16 72:4,8,21 82:3 85:20 89:11 97:8 103:9 104:8 108:12 113:16 115:8 119:4 120:5 121:4 125:16 126:2,19 127:9,13 128:9,12 130:18 131:13 132:14 136:3,10,16 139:3 140:18 143:4 145:9 146:22 148:7 155:13 156:16,18 157:14,15 161:8,13,15 164:20 165:4,8,16 168:17 169:9,16 172:15 176:1 177:10 178:10 179:4 188:10 189:13,20 190:22 191:4 193:5,7 196:9 202:20 203:9 209:15 217:9 218:20 219:8 225:12 228:2,15,17 230:6 233:18 234:21 239:13 240:3 243:19 247:15,16 252:16 258:5,14 267:11 286:20 FCC's 13:14 17:15 18:15 27:11 34:3 36:9 38:10 59:16 69:4 83:13 89:22 103:13 119:18 123:15 155:19 182:19 193:3 196:4 234:10 fear 40:21 257:20 feasible 252:9 feature 204:17 268:19 features 181:11 183:18 185:22 186:17 187:11 194:16 203:20 246:5 259:12 279:10 February 16:22 27:10 33:11 49:22 130:6 155:14 184:11 federal 1:3 21:4 30:4 31:4 32:2,6 37:15 42:17,21 43:12 44:10 45:22 47:3 65:10 68:22 73:22 119:1 121:16 195:14 247:5 266:20 federalism 67:12 fee 58:5,9,11 76:6 79:22 118:11 119:2,3,7,13 120:5 124:17 131:16 132:8,15 133:4,12,19,20 138:1 141:3,17 144:11 146:21 147:16,22 150:10 159:22 160:20 162:10 163:11 164:4 165:21 166:3,7 167:8,18 168:5 170:10,16,22 173:17 271:7 feed 168:2 feel 19:2 60:3,5 102:8 118:20 282:14 feels 154:11 fees 12:14 26:16,18 50:19 57:7,16 58:17,19 64:5 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 27 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 65:10 115:12,15,19 116:6,21 117:1,20 118:8,10,17,19 119:4,7 120:8,22 121:4,7 122:12,18,19 123:1,6,11,12,1 7,19 124:5,13,18 125:2,3,7,10,12, 14,18,21 126:6 127:8,16,17,22 128:4 129:5,6,16 130:2,7,14 131:5 132:4,18,19,21 133:1,2,6,7,8,10 ,13,17,21,22 134:2,5 135:1,3,14,18,2 0,22 136:6,16,18,22 137:3,9,11,12,1 7 138:3 139:5 140:5,7,14,19,2 1 141:10,11,16,19 ,21 142:1,10 143:6 144:1 145:4,10,16 146:2,4,6,14,16, 18,20 147:1,9,12,13 149:7,14,18 150:6 151:4,5,8 152:1,9,16 156:21 159:13,18,19,21 161:16,20 162:4,19 164:16 165:19 166:5,11,12 168:1,4,7,9,10,2 2 169:4,7,10,19,2 1 170:9,19,21 171:4,8,10 193:1 197:2 219:15,19 227:11 229:2,3 feet 201:22 fell 110:13 182:21 183:4 fellow 175:7 Fellowship 2:21 5:18 24:20 43:22 44:1,4,7,8 48:10,22 felt 234:15 266:21 267:17 feminist 105:18 fencing 260:2 269:10 fewer 276:16,17 fiber 202:1 field 54:2 122:1 fifteen 14:8 fifth 119:15 fifty 201:10 fight 111:14 fighting 47:8 fights 276:16 figure 22:1,7 34:14 79:11 105:18 109:19 130:12 158:15 170:5 210:15 212:9 figured 109:21 116:19 figures 149:22 230:16 274:11 file 18:2 86:9 filed 21:9 52:14,21 83:22 111:8 165:2 filing 41:22 201:5,8 225:12 filings 157:13 fill 231:5 filled 37:21 38:1,5 259:7 filling 272:13 filtering 254:15 final 92:20 93:19 165:12 179:8 202:7 206:22 284:14 finalized 132:16 163:11 finally 54:13 115:3 134:2 186:10 204:10 257:11 286:16 287:2 finances 237:10 financial 160:6 246:14 financially 288:13 finding 14:15 135:11 findings 17:13 45:21 finds 268:3 fine 219:17 283:15 fined 103:14 fingertips 230:16 finish 30:9 130:5 finite 138:12 fire 171:21 172:8 firm 53:3 229:6 242:6 firmly 17:22 first 10:20 17:15 20:11,20 24:4 25:2 36:22 42:8 60:14 64:4 77:4 79:5 84:10 104:15 105:16 106:18 117:2 119:15 125:22 126:5,7 130:17 137:3 140:18 145:2 148:18 177:6 182:9 205:12 206:4,17 227:22 228:12 229:16,17 234:20 244:5,7 248:10,22 252:15 253:8 256:3 273:15 274:20 285:8,11 fiscal 45:3 232:14 fit 37:5 fits 157:3 five 15:4,11 24:1 55:20 88:14 126:14 172:7 190:6,7 209:9 220:9 267:2 five-year 221:16 fix 139:5 278:2 fixed 97:1 138:12 183:19 209:3 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 28 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 278:1 fixing 265:7 flag 83:7 flash 66:13 220:8 221:6 flat 49:19 58:9 84:11 160:20 183:5,8 184:12 214:17 270:20 flaw 101:12 flesh 272:8 flip 268:6 float 215:19,21 floor 213:8 Florida 56:21 179:3,16 203:6 204:20 211:7 fly 218:11 FM 269:7 focus 114:11 166:14 182:6 244:1 261:16 272:12 focused 93:4 179:18 180:2 234:12 243:21 245:14 259:3 260:3 283:2,19 focusing 114:2 folk 236:2 folks 60:1 65:9 70:19 73:17 76:21 85:19 104:10 137:21 138:10 152:6 159:5 172:6 179:22 189:1 221:9 269:2 272:6 287:10 follow-up 107:12 145:5 161:17 165:1,15 216:10,19 219:12 233:20 268:11 270:2 277:17 footing 223:14 force 62:13 216:6 238:11 263:20 forces 20:15 238:20 258:2,8 forcing 257:21 forefront 176:20 258:1 foregoing 288:3,4 foregoing/ attached 289:10 290:10 foreign 194:3 foremost 140:18 forget 241:4 forgetting 63:4 forgot 234:21 form 182:12 197:11 237:18 format 159:2 forms 47:6 48:8 243:9 forth 103:15 124:15 157:13 283:1 forthcoming 88:9 fortunate 78:11 126:9,19 Fortune 105:20 forum 177:1 forums 48:4 forward 31:13 48:22 75:4 78:20,21 90:13 92:19 96:2,19 97:6 100:21 157:7 165:9 174:8,13,15 205:21 287:13 forwarded 89:16 forwarding 81:13 founded 54:22 Founder 2:19 3:20,22 5:16 8:13,15 founding 252:20 four-drawer 201:5 fourth 115:13 131:2 198:21 fractions 119:10 frame 104:19 framework 83:13 Francisco 35:18 36:1,3,6,11 163:13 186:11 frankly 157:12 285:19 free 60:3,5 80:7 121:1 167:2 193:18 194:2 206:13 270:12 freedom 247:22 253:11 freely 258:6 Frequency 81:10 frequent 245:6 246:1 261:10 275:16 FRIEDMAN 222:1 Friedmann 3:13 7:14 175:14 180:21,22 225:17 236:11 241:14 242:20 friend 20:4 106:13 friends 14:6 16:21 64:16 197:14 242:1,7 247:21 252:13 255:19 261:4 280:22 281:20 285:13 front 99:10 281:1 fruits 31:6 frys 191:11 FTI 229:7 full 41:3 88:4 106:2 191:17 fully 12:1 38:3 43:7 fun 201:1 279:8 functional 76:22 functioning 63:19 functions 143:15,18 fund 62:21 97:9,10,13,20,2 1,22 98:7 133:8 134:3 163:18 222:5 223:11 265:22 fundamental 59:15 funded 129:13 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 29 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 221:7 223:6 224:1 265:11,14,16,17 funding 42:21 66:15 90:18 117:11 124:5 133:6,20,21 164:11 170:10 223:3 255:22 257:5 265:5 266:14 268:1,7,8 funds 118:4 151:22 220:13,18 223:6,18 224:1 263:17,18 264:6,9 266:2 273:18 274:21 275:1,9 funny 275:3 furnished 193:22 Furthermore 131:12 future 26:14 29:10 34:21 250:11 280:19,20 281:2 283:3,20 FY-15 92:18 G Gainsboro 3:22 8:15 247:12,13 259:19 263:10 266:15 269:16 274:13 279:14 282:12 game 102:22 211:19 212:5 254:21 games 61:7 254:4 255:7 gang 204:21 gap 210:21 211:1 gaps 70:9 garner 214:13 gather 53:13 89:5 100:14 gathering 22:10 51:11 89:4 gathers 83:3 geared 179:19 GED 61:8 general 34:10 62:21 144:4 189:17 194:5 195:17 196:2 263:16 269:16 generally 114:6,7 128:18 133:17 147:12 149:19 151:9 170:19 235:12 272:11 278:10 generate 236:16 generated 122:22 177:19 generation 250:16 281:6 generator 153:7 generous 113:1 gentlemen 106:12 gentlewoman 113:4 geo 260:2 269:9 Georgia 62:2,12 244:18,20 gets 89:16 139:8 167:7 getting 22:10 52:13 74:8,14 76:10 81:18 87:5 88:1,3 92:22 113:7 139:4 152:21 191:18 207:10 220:22 225:1 given 55:18 64:18 66:10 188:16 191:22 246:16 247:6 gives 141:17 246:4 giving 173:21 glad 107:15 112:8 140:2 179:4 206:2 265:16 Global 3:19 4:5 8:3,18 49:12 50:15,17 100:4 175:19 204:11 globe 201:7 goal 126:17,18 135:13 145:7 goals 45:14 God 142:19 GOLDBLATT 10:5,9 113:19 gone 18:21 70:2 92:6 124:7 140:7 206:18 Gongaware 4:3 8:16 252:14,15,19 259:5 261:13 264:22 265:4,15 270:6 272:19 277:12 279:5 281:20 goods 254:20 282:7 Google 255:17 gotten 128:10 140:5 gouge 56:14 gouging 59:11 government 19:21 59:11 100:11 105:12 118:19 181:7 224:14 286:19 287:4 governmental 73:7 government- imposed 133:1 governments 49:3 66:7 224:18 government's 56:9 governor 51:22 grab 18:15 gracious 106:20 Gram 141:15 grandmother 111:7,10,13 grandson 21:1 111:7,10,11,18 Grange 276:10 grant 4:3 8:16 252:19 266:1 granted 68:1 111:21 112:1 283:15 grapple 34:7 grateful 13:6 33:2 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 30 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 44:10 111:4 112:12,13,14 113:10 gratifying 191:8 gratitude 111:16 grave 74:10 great 11:4 30:16 35:1 55:5 67:14 73:15 86:22 113:16 136:8 137:8 138:22 139:3 140:11 143:4 149:21 150:4,7 176:3 208:20 211:17 212:2 223:13 241:7 243:2 271:13 284:20 286:16 greater 110:6 239:15 250:2,18 252:4 greatest 110:4 232:6 244:22 283:6 green 119:9 Greg 19:22 grievances 41:22 256:9 277:15 Gross 203:3 grounded 18:1 group 42:5 109:6 114:17 151:16 grouped 202:10 grouping 168:12 grow 232:16 280:2 growing 79:14 115:14 grumbling 213:1 GTL 124:22 154:4,9 266:3 GTL's 50:20 guarantee 205:13 213:17 232:19 272:2 Guatemala 232:6 Gude 2:7 5:7 7:6 9:3 22:19 30:15 36:20 43:18 49:5 54:13 59:21 60:14 65:18 69:22 74:12 76:12 86:21 90:21 91:20 92:11 94:19 96:3 99:12 104:14 105:3 174:21 180:20 187:18 190:19 196:12 204:9 207:4 210:1,5,7 212:11 215:6 216:9,12,16 223:16 227:7 233:20 234:3,19 236:5,10 240:10 242:17 243:1 285:3,6 guess 11:14 160:4 216:18 guesses 150:1 guidance 71:12 272:16 guide 287:20 guideline 190:14 guidelines 29:21 158:22 178:15 221:18 guise 138:5 148:6 guns 139:15 guts 139:14 gutted 241:10 guy 201:3 205:10 230:10 guys 212:5 247:17 282:17 H half 85:22 147:14 halfway 165:11 247:6 Hampshire 251:1 hand 10:14 61:1 261:19,20 handheld 278:20 281:10 hand-held 261:12 handle 135:10 272:20 handling 23:14 handout 137:18 handouts 137:1,2 hands 261:15 277:11 hang 80:18 126:1 218:7 happen 109:6 138:3 206:15 261:21 287:1 happened 49:14 51:15 67:14,19 111:5 128:5 137:16 155:14 239:9 263:17,21 266:22 happens 81:21 126:1,7 138:13,18 171:21 202:5 208:17 274:15,17 275:2,4 282:19,21 happy 207:20 236:3 harassed 206:15,16 harbor 52:12 142:1 193:5 hard 19:19 36:13 38:21 67:22 93:8 109:19 126:20 152:6 197:2 204:14 212:13 228:16 232:19 harder 280:3 hardship 222:3 hardships 16:6 222:7 hardware 181:10 192:20 253:1,13 255:13 hardwired 276:14 harm 218:22 248:2 251:21 252:3 Hartford 244:6 hate 210:10 haven't 76:15 83:19 88:21 92:6 93:20 128:10 152:3 157:22 163:11 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 31 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 231:3 having 14:17 33:17 35:2 53:14 87:11 100:14 102:14 122:7 127:4 159:12 166:7 174:5,6 190:11 206:14 210:17 218:14 232:3 233:1 236:21 240:5 271:20 275:7 278:15 279:18 284:3 285:7 headed 281:5 headquarters 191:2 heads 166:15 health 38:6 62:5,13 220:19,21 223:4 276:6 healthcare 62:10 hear 18:17 81:12 108:4 112:6,10 179:4 200:19 265:14 281:4 heard 2:20 5:17 17:1 23:9 24:19 41:15 52:9 55:5 60:17,18 61:1 63:18 83:19 91:7 96:13 114:9 144:2 151:15 196:20 198:5,10,18 207:7 227:9 231:3 234:7 244:7 260:8 267:20 269:3 HEARD's 39:15 hearing 37:22 38:3,21 39:21 41:2 75:6 89:9 215:8 272:5 288:3,5 heavily 110:13 heavy 47:15 held 57:1 188:7 190:16 help 36:10 83:15 98:8 113:8 158:21,22 197:17 202:16 220:22 224:19 267:3,11 273:10 276:19 279:1,2,3 287:20 helped 31:13 273:13,20 274:6 helpful 11:9 48:9 59:22 94:11 142:4 188:15 190:14 240:4 265:14 helping 2:19 5:16 24:17 255:15 helps 46:10 74:16 104:19 132:5 180:1,9 245:21 hence 114:11 hereby 288:3 289:4 290:4 here's 159:15,16 198:15 211:3 hereto 288:13 herring 64:1 101:4 herself 107:1 he's 131:21 147:11 160:4 hey 70:20 Hi 30:16 49:7 54:15 190:21 hidden 123:3 145:4,12 256:4 high 12:13 27:1 35:21,22 49:10 50:8,13 52:10 57:7 58:10 60:21 62:1 65:3 76:9 79:17 84:6,7,8 85:1,4 91:19,21 94:6 98:6 101:3 116:5,15 122:15,19 137:11 152:18,19 153:21 185:3 215:15,18 216:5,20 218:9 237:3 246:16 250:8 285:13 higher 16:20 52:8 67:21 92:7 97:4,15 120:1 122:3 124:18 130:21 140:11 146:5 152:21 181:19 185:14 208:4,7 211:13 215:17 216:1,22 218:13,14 225:22 232:8,11 237:11 254:11 highest 51:8,20 55:14 58:3 137:3,11 154:9 189:18,19 216:1,2 218:14 238:18 high-level 228:4 highlight 35:17 98:13 256:22 highlighted 15:20 highly 245:13 246:4 252:2 Highways 105:10 hinder 257:22 hire 278:8 historically 58:2 history 47:4 230:5 hit 251:3 271:9 hitting 136:14 hold 43:16 161:10 170:14 192:8 259:6 holding 20:12 38:18 123:21 125:5 131:18 Holmes 6:3 105:5 106:15 286:2 HOLMES- NORTON 106:18 home 106:7 109:1 132:22 137:19 233:8,13 276:6 Homeland 3:16 7:20 14:2 53:20 175:17 Honduras 232:7 honest 92:5 116:2 honor 176:1 235:2 hook 76:6 212:12 hope 18:14 19:1,5 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 32 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 23:5 36:13 38:19 59:19 102:9 134:11 136:2,15 145:3 177:1 235:3,22 236:6 243:3 285:19 287:19 hopeful 37:8 hopefully 22:21 128:22 165:10 209:15 229:20 231:5 284:3 horrible 177:17 host 118:22 hosting 37:5 252:16 hot 33:13 hotline 41:9 71:14 hotlines 41:9 194:4 hours 19:19 171:21 172:8 209:9 273:2,3 house 15:18 71:17 105:8 107:7 192:14 247:6 housing 232:20 HRDC 86:22 88:4 236:13 Hudson 85:7,9 huge 73:1 74:7 124:19 154:10 255:22 276:10 Hulegion 19:22 human 3:4 5:22 24:22 54:16,21 59:13,15 170:17 272:7 humanitarian 233:15 hundred 201:10 hundreds 21:13 108:18 204:3 223:21 251:7 267:14 Hunterdon 184:19 hurt 273:14 274:7 hurtful 274:9 I I9'll 234:18 ICE 85:5 86:5 191:4,14,21 192:2,4,5,8,11,1 8,20 193:10 194:4,10,11 195:4,8,12,19,2 2 207:15 208:14 231:3,7,17 233:4 ICE's 54:2 193:4,8 ICS 7:2 23:8 25:16,22 26:13 27:3,8,12 29:1,2,4,14,16 30:5 43:6 58:16 59:11 60:21 75:1 84:8 87:1 88:19 93:7 94:13 95:6,8 99:17 101:14 114:10 115:2,4,11,19 116:4,12,17 117:2,14 119:6 120:21 121:9,13,22 123:11 131:13 153:13 154:5 165:22 166:1,22 169:8 175:2 177:22 178:3 182:6,10,15 183:1,7,17,21 184:6,11,13 185:3,22 187:11 199:19 227:16 253:13 257:18 258:6 ICS's 42:17 I'd 19:17 54:16,18 59:22 61:20 67:8,17 69:22 78:7,19 113:22 114:13 115:18 130:17 171:2 190:21 211:14 215:13 216:19 219:12 229:5 232:11,12 241:16 244:1 252:15,17 253:4 258:13 idea 104:5 124:3 146:3 264:7 270:3 ideally 101:19 133:14 171:2 ideas 196:18 279:12 identification 96:16 248:21 252:8 identified 29:2 147:6 249:14 250:6 251:7,11 identify 251:2 275:7 283:4 ignored 16:16 ILECS 144:5 ill 62:5,13 I'll 23:21 36:4 53:16 84:9 121:3 130:5 140:16 155:5 166:15 182:9 204:19 207:6 211:4 237:14,16,18 256:2 258:15 262:4 266:16 illegal 65:6 211:20 244:20 illusion 121:20 illustrate 32:21 42:7 illustration 33:19 I'm 20:1 21:20 25:12 33:8 35:5,18 54:15 66:3 67:2 83:2 84:15 94:7,8 107:8 108:14 122:8,13 126:9,12,13 128:20 130:22 136:9 139:19 140:2 145:1,2 159:19 161:17 176:3,6 187:20 197:7 198:17 199:5,6 201:3 206:1 207:14 210:1 211:2 212:11 215:8 216:3,4,9 219:17 237:13 242:3 243:12 265:12,16 276:1 279:5 280:14 282:4 287:3 imagine 130:13 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 33 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 immediate 19:11 immediately 19:14 42:15 66:13 147:19 211:5 255:5 immigrant 3:3 5:20 24:21 52:10 53:10,22 85:3,21 93:5,15 233:2 immigrants 109:11 Immigrant's 53:1 immigration 3:16 7:19 14:1 53:9,13 85:17 131:18 175:16 191:2 194:4 immoral 36:1 47:7 impact 5:4 13:14 15:14,21 18:6 19:12 24:9 25:14 32:21 34:8 44:14,18 45:4,12 46:13 57:7 112:4 157:2 268:8,10,16 273:8 285:13 impacted 32:7 33:2 impacting 33:1 87:13 impacts 32:3 234:8 286:6 impaired 272:5 imperative 173:2 implement 47:2,21 48:6 92:16 254:22 257:15 implementation 33:22 68:12 76:18 253:4,9 implemented 27:11 49:15 155:14 210:20 215:4 implementing 92:20 256:1 implicate 78:9 implications 124:14 importance 286:4 important 11:13 36:15 44:11,17 45:10 46:11 49:3 60:10 98:1 104:6 107:22 108:1,20 123:7,18 137:15 144:7,20 159:6,7 180:10 188:20 194:16 225:9,19 231:14 233:1,6,11,19 235:5 236:12 237:6 239:19,22 247:20 248:7 251:10 255:15 269:1 282:6 imposed 193:3 imposition 169:7 improve 104:20 258:3,8 261:18 284:5 285:20 improved 250:22 259:18 275:21 improves 285:18 improving 247:1 282:2 inactive 125:9 inappropriate 64:5 166:20 252:2 inappropriately 98:6 inaudible 30:5 212:19 243:9 255:17 268:5 284:18 Inc 2:18 3:10,18 5:15 6:19 7:21 30:21 incarcerate 62:8 incarcerated 21:1,14 39:21 42:13 44:20 47:12 48:14,20 61:5 64:7 108:19 109:9 135:12 189:9,12 190:8 261:4 incarceration 37:21 38:1,4 132:7 incentive 29:3 120:21 incentivize 83:10 incentivizes 83:5 incidents 83:3 276:16 277:16 include 24:14 26:13 118:2 121:15 141:5 171:16 184:18 248:3 250:17 254:4,8 included 42:19 97:8 117:3 141:12 146:7 159:12 177:10 184:14 249:21 251:8 252:5 277:14 includes 56:20 219:14 including 17:19 39:22 40:5 42:2 53:5 70:18 100:22 131:17 145:8 180:17 181:5 184:21 192:12 194:3,17 214:4 inclusive 137:5 income 97:22 98:8 116:8 138:11,12 198:13 incorporate 83:13 98:16 121:11 incorporated 144:11 171:9 195:8 increase 83:12 134:17 137:17 169:3 218:1 221:7 225:14 269:14 increased 15:14 17:2 70:16 126:4 134:18 137:14 140:7 193:15 194:20 276:19 increases 83:6 increasing 130:14 247:2 256:5 incredibly 231:13 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 34 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 233:10 239:18 increments 163:3 incur 28:22 29:10 224:10 incurs 178:21 indeed 56:15 244:16 independently 50:15 51:6 index 10:12 indicate 38:11 109:2 indicating 130:11 183:21 indicator 47:5 individual 52:2 58:10 71:9 172:10 213:17 261:4 individuals 42:6 60:3 61:5 industry 25:16 26:1 29:8,16,22 30:5,8,12 56:7,14 58:16 60:22 65:21 68:9 100:10,20 131:4,15 151:20 155:5 181:3 205:11 206:2 210:15 222:14 228:2 229:7 240:19 248:11 249:1,15 251:19 255:21 266:17 267:19 278:11 282:16 inflated 101:11 inflates 76:8 inform 161:4 informants 248:6 information 10:17 34:10 43:15 71:7,17 72:11 73:21 74:8,14 100:21 103:1 104:7 128:15,19 146:9 155:7 161:12 163:8 164:20,21 165:5 201:2 207:13 239:18 240:3,5 251:15 informed 54:2 100:18 infrastructure 105:9 181:9 183:16,19 184:3 185:21 186:18 187:10 inherent 223:5 initial 49:21 128:11 133:20 146:10 212:17 Initiative 3:6 6:14 7:16 114:16 122:9 127:20 151:3 175:15 187:22 initiatives 239:18 injustice 74:10 283:9 inmate 1:7 12:6 13:15,16 14:3 15:19 16:8 17:8 18:2,17 19:16 25:7,10,14 26:19,20 27:16,21 28:17 37:9,12 39:5,9 44:8 48:6 49:11 61:9 68:4 69:6,13 72:12 95:1,15 97:14 117:8,16 118:5 119:17 130:20 131:1,3,6,20 132:18 133:12 135:7 136:1,3,7 144:8 157:19,20 177:15 178:18 179:11,21 181:5,17,18 187:8 193:3 204:18 205:12 214:4,10,12 220:14 224:1 235:15 238:16 243:21 247:19 248:1,9,15,16 249:3,5,12,20 250:18 251:3,4,12,17 252:1,6,10,12 255:8 256:17 257:3 258:3,8,16 259:9,18,20 260:11,16 261:22 262:22 263:19,20 264:8 273:9 274:3 277:7 281:9,12 282:4 283:13,20 inmates 14:7 17:6 18:7 25:21 29:6 30:13 31:21 54:9 61:5,17 81:3,22 82:5 95:2,20 97:11 129:8 131:10 135:16 170:12 172:1,2 184:20,21,22 186:21 197:11,14,18 201:18 203:7,22 206:8 212:16 220:15 223:22 224:20 235:12 236:19 242:1,7 247:20 248:13 249:22 250:1,3,7,12 251:17,20 252:11 253:22 254:11 255:3,5,15 256:3,8,10 258:22 260:9 263:16 264:9 266:18 272:14 273:17,18 275:8,9,12 278:16,18 280:21 281:22 285:12 inmate's 28:13 29:4 46:4 147:10 249:5 Inmates 167:16 205:17 innocent 188:19 innovate 257:2,20,22 258:6 innovation 258:7 innovative 254:18 257:17 in-person 271:20 input 243:5 inside 32:4 73:22 95:6 220:19 224:4 239:9 Insofar 12:4 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 35 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 inspecting 30:12 inspection 118:17 Inspector 194:5 inspects 94:21 installation 192:19 installed 38:17 70:14 185:19 201:14 244:5 276:11,12 277:13 installing 181:9 276:13 instance 144:14 instances 46:11 277:6 instate 59:19 in-state 55:9 100:2 186:13 instead 123:17 145:11 159:12 166:3 169:19 186:15 211:9 239:9 271:19 285:7 Institute 53:2 176:15 instituted 135:2 institutions 256:7 262:13 instructive 183:6 287:12 instrument 28:13 intact 75:12 intelligence 260:1 intelligent 174:4 intend 12:19 intends 287:17 inter 49:20 240:11 interact 272:14 interaction 170:18 245:7,8 intercept 251:15 interchangeable 226:22 interest 66:9 84:22 109:8 180:16 191:9 195:4 252:4 265:3 interested 71:2,18 129:4,12 157:21 218:2 288:14 interesting 23:4 104:16 139:12 173:6 202:10 270:4,9,12 272:22 279:12 281:3 282:13 interim 12:10 22:3 27:11 55:4 68:1,18 119:18 155:15 210:20 234:10 intermediaries 27:15 internal 266:11,13 268:8 273:10 internally 230:21 266:1 268:14 international 46:16 93:6,7,9,13 94:3,4 115:1 193:11,13 231:4,7,10,13 232:7,12 233:5,21 internet 10:11 24:6 143:11 254:9 interpreters 286:21 interstate 12:10 14:3 16:18 44:13,14 46:19 47:10,15 50:4,6,9,12,19,2 1 52:8 70:8 87:11 110:18 119:15,16,18 120:3 121:9 130:9 138:22 157:5 169:2 178:13 182:19 183:3,4,12 184:9 210:18,19 217:10 222:22 234:10 240:15 241:6 interstate- intrastate 212:6 intimidating 248:4 intra 240:12 intra(inaudible 185:7 intrastate 12:11 17:20 18:21 22:8 25:15 26:14 44:16 47:14,18 49:20 50:3,8 52:6 87:13 110:18 157:6 169:3 178:14 215:5 222:22 234:9 240:15 introduce 11:5 12:22 23:22 24:2 105:4 178:1 253:12 258:9 282:19 introduced 114:14 222:13 273:15 274:3 introducing 23:19 114:13 introduction 112:22 invested 267:9,17 investigate 41:17 investigated 60:15 investigating 136:3 investigation 135:18 investigative 259:12 investigators 205:4 investment 214:10 invitation 130:18 invited 107:8 inviting 54:17 190:22 204:13 247:17 258:14 involved 27:6 46:8 88:3 95:14,18,20 108:22 112:17 114:20 176:11 177:20 205:15 223:22 236:7 243:4 250:19 265:13 286:22 287:15,19 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 36 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 involvement 95:15,22 IP 250:13 ironic 89:8 Ironically 244:8 irrelevant 188:2,13 irreplaceable 177:9 irresponsible 283:12 Island 182:15 isn't 72:8 88:20 166:6 190:14 241:2 isolating 41:11 isolation 38:5 issue 11:13,16,18 12:20 24:3,11 30:3 31:13 43:14 44:12 53:7 54:19 55:2,8 57:10 58:17 59:1 60:16 75:7,15 78:5 82:17 83:15 93:7,14 94:5,6 96:6 99:19 110:12 111:5 114:17,20 127:14 130:21 136:14,16 151:15 176:20 177:11 180:15 208:4 235:5 241:12 242:10 244:15 285:10 286:4 issues 23:8,12 36:15 57:19 58:15,20 74:17 94:8 98:11 104:16,17,20 108:12,14 112:4 114:2 196:22 203:22 204:21 206:14 222:9 263:13 285:12,14,15 item 19:11 items 200:12 It'll 229:1,2,3 it's 10:21 12:21 13:11 22:19 30:21 32:5,17 33:2,10,13 55:12,21 56:11,15 62:7,17 63:12 64:12,21 65:1,6 68:13,17 69:14,19 71:1,16 73:21 77:19,21,22 78:5 79:3,7,16 81:6,10 82:19 83:14 85:3 87:15,16 88:6,13 89:17,18 90:15 92:1,3,7 93:8,13,14 94:17 98:10 101:9 102:11,12,13 103:16 108:1,2 109:11,13,19 113:14 115:14 123:18 127:3,12 136:15 137:5 139:5,10,21 142:13,21 143:1 144:7,20 145:17 146:3 147:4,5,7 148:5 152:15,20 153:10 154:18 157:14 158:17,18 159:2,3,6,7 165:3 167:9 172:20 173:5 174:16 182:4 188:20 189:6,17 190:6 191:7 193:21 196:17,19 197:2,3,21 200:17,19 201:6,20 202:19 203:7,14 209:12,19 212:19 214:6 216:5 218:16,17,19 219:3 225:9 226:4 232:19 233:17 235:20 236:12 239:13 240:20 241:1,6 257:14,16 258:16 261:1,5 264:17 266:13 267:13 268:14,17,20 269:2,4 270:20 272:22 277:6 278:5,7,8,9,10 279:8 280:1,8,15 281:8,16 282:12,20,22 284:10 285:10 I've 17:1 67:4 80:10 107:5 111:22 121:14 127:3 140:6 148:19 152:8 153:21 155:2 163:13 172:14 176:11 198:5 202:10 204:2 206:1 210:9 213:12 239:14 240:12 279:14 282:16,18 IVR 133:5,22 135:6 141:13 159:15 167:10 172:12,20 J jail 3:12 7:12 35:8,21 36:1,3,7,11 53:8 55:12,13,14,18 56:13 83:9 85:7 91:1 98:4,9 99:4 130:13 134:7,22 168:13 171:20 175:13 176:7,13,16,20 178:16,19 179:9,17 180:9 181:17 182:9 184:7 185:20 186:12,16,20,21 188:13,16 190:1,4,10,13 205:2,18 214:1,7,22 215:1 220:13,20 224:3 236:2 238:1 239:9 244:7 278:14 280:5 285:15 jails 26:10,11,12 30:13 50:4 55:8 60:9 86:1 87:20 90:18,19 94:22 96:6,21,22 97:1,2,15,16 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 37 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 104:11 109:12 122:17 131:4,19 174:3 175:5 176:2,12 177:4,19 178:4 179:14 180:19 181:19 184:2,3,5,19,20, 21 186:19 187:9 188:1,12 189:4,16,18 192:5 203:19 214:3 223:10 235:8,21 236:2 239:4,8,20 244:11,16 273:11 jammers 280:9 jamming 245:16 Jane 45:8 Jay 3:22 8:15 273:20 Jay's 266:6 jeopardize 257:20 Jersey 3:3 5:20 24:20 31:19 49:10,17 50:11,14 51:8,10,22 52:15 53:2,6,7 83:22 86:1,7,16 163:14 184:10,16,17 185:16 Jersey's 84:22 Jesse 2:21 5:18 24:19 43:18 49:5 66:19 80:21 Jessica 2:5 5:3 Jimmy 105:14 JLG 3:22 8:15 job 46:7 88:5 106:1 136:13 139:3 140:11 213:11 242:16 247:15 279:3 281:13 jobs 203:20 284:7 join 175:8 joined 21:21 joining 104:18 judges 197:19 judicial 15:16 July 1:10 18:4 129:1 165:1 172:15 228:15 jump 60:3 127:14 234:18 jumped 155:16 jurisdiction 25:22 28:12 67:8 70:5 72:21,22 73:3 127:15 156:12 jurisdictional 46:16 156:9 157:11 jurisdictionally 67:3 jurisdictions 25:19 179:7 jurors 248:5 justice 2:21 5:18 15:3 22:13 24:19 29:20 30:22 39:15 40:11 41:6 43:13,22 44:2,3,7 48:10,22 51:10 53:1,3 55:1 70:17 72:8 104:8 223:1 247:4 251:9 Justice's 15:3 justifiable 121:12 justification 65:9 83:8 187:15 justify 135:20 K Kajstura 3:6 6:13 7:15 114:15 122:6,8 145:13 149:11 152:3 154:3 165:15 167:21 175:15 187:21 224:22 238:22 Kalpak 2:7 5:7 7:6 9:3 22:18 285:2 Karina 3:3 5:19 24:20 49:6 54:13 83:19 92:22 93:1 Kettering 214:6 Kevin 3:15 7:17 13:22 175:15 190:20 196:13 231:2 287:3,8 key 81:11 109:22 259:16 kick 175:21 207:6 kickback 56:14 63:6 101:15 166:2 kickbacks 62:1 124:15 129:18 killing 177:14 kindly 175:9 kinds 86:8 91:8 109:3 110:21 112:4 166:19 190:13 199:15 kiosk 260:18 kiosks 260:8 278:20 knew 266:17 knock 81:16 knocked 82:6 knowledge 28:3 74:1,15 161:22 212:21 251:5 262:17 285:18 287:6 known 115:12 121:11 191:15 Knox 271:17 275:3,4 L LA 214:8 lab 255:3 label 190:13 labels 190:1 labor 135:2,7 lack 42:1,2 63:22 88:2,18 100:9 lacks 182:4 ladies 106:12 212:5 Lake 179:4 landlines 193:12 231:20 232:9 LANDRY 3:15 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 38 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 Landy 7:17 13:22 175:16 190:21 231:11 234:2 239:12 287:3 language 14:5 37:21 77:4 large 26:12 33:8 36:10 56:2 91:4 92:3 96:7 99:4 103:21 151:4 176:16 184:21 200:11 202:13,15 214:3 215:1 226:13 257:14 263:19 largely 18:21 57:10 181:20 larger 44:16 55:19 76:6 124:22 190:6 largest 44:6 55:13 131:3 154:4 176:12 190:5 192:6 198:21 last 14:4 16:17 18:18 19:9 21:11 40:10 49:18 51:4,12 63:18 68:11 76:17 77:15 81:1 82:20 99:9,12 102:16,19 105:3 123:15 142:12 149:6 158:8,20 163:22 165:1 172:15 179:8 187:19 200:8 231:22 234:11 242:15,18 244:12 270:2 lasted 206:5 late 52:14 63:7 113:15 205:14 later 18:3 60:12,13 73:10 152:2 244:11 273:2 Latino 53:1 latter 192:9 launched 248:22 laundry 128:12 law 42:18 53:1 59:7,9 177:8 180:18 188:19 214:14 234:22 235:1 254:4 lawful 193:6 laws 37:15 lawsuit 31:2 102:15 lay 156:15 layer 269:9 lead 12:19 18:15 40:11 111:6 114:19 leader 71:4 73:15 105:18 108:17 131:5 leaders 73:8 leadership 11:13,15,21 12:3,18 13:6 19:14 21:11 31:11 37:8 38:19 49:9 54:19 59:1,2 73:20 leading 254:22 286:9 leads 38:6 76:2,5 Leanza 2:18 5:14 24:16 30:16 60:7 72:18 82:17 97:17 102:4 learned 80:11 learning 255:3 least 16:1 31:14 56:20 70:10 72:2 74:3 76:17 83:17 87:10 88:4 110:13 145:19 149:6 152:15 158:7 165:5 212:15 217:4 219:10 222:10,12 278:11 leave 39:11 208:4 leaves 57:3 led 33:22 67:22 68:1 111:14 Lee 3:7 6:15 114:18 126:11 156:4 164:1 legal 3:6,13 6:13 7:14,15 99:20 100:13 114:16 122:9 175:14 196:5 legally 139:14 legislation 51:17,18 52:14 legislative 86:11 legislators 52:3 legislature 52:1 56:9 legitimate 246:1,7 Lego 170:6 length 92:12 192:2,3 less 45:19 46:7 51:7 79:8 82:4 92:1 146:11 155:6 182:22 187:3 219:19 246:14,16 271:10 276:16 lets 79:7 let's 12:1 34:12,13 35:2 121:16 140:22 141:10 148:7 242:21 letter 31:21 50:17 152:4 177:13 letters 130:10 204:3 258:18 letting 73:17,18 level 29:21 30:1 48:7 66:7,16 67:21 95:21 98:10 117:2,19,21 122:1 144:6,9,13,21 166:22 176:19 185:14 186:7 218:8 227:19 238:13 254:11 258:20 279:6 286:4,5 levels 177:10 185:17,18 187:10 193:9 Lewis 2:19 5:16 24:17 36:21 70:11 76:20 94:9 103:18 272:5 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 39 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 Liberties 40:1 library 254:5 license 171:1 licensing 29:18 133:2 269:12 Licking 179:15 Lien 2:8 5:9 6:6 23:20 64:2 66:19 67:17 68:19 80:21 83:19 86:15 90:2 92:22 94:4 105:3 145:1 154:20 161:17 163:7 life 168:6 203:21 lifeline 97:21 98:9 lifting 47:15 light 44:15 46:13 231:5 lightly 204:2 likely 45:18,19 46:6,7 83:10 250:19 limit 193:3 limitations 73:1 limited 138:11 245:9 limits 77:5 255:13 line 14:12 19:20 126:17,18 189:21 190:2 198:8 199:8 239:11 243:16 275:19 lines 198:9 201:21 link 49:12 50:16,17 100:5 175:19 198:19 199:5 204:11 247:20 links 33:16 list 23:11 80:2 128:12 137:3,5,6 232:17 listen 206:13 listened 276:3 listening 67:4 95:3 listing 198:15 lists 259:12 literally 223:21 litigation 29:19 little 22:20 52:13 67:9,18,20,21 69:2 73:11 74:11 75:6 80:7 84:3 90:5 96:8 98:2 121:5 128:6 129:15 160:18 161:21 166:13 197:8 202:10 204:16 215:7,17 220:4 231:6 235:16 241:9 258:15 266:16 267:11 270:10 276:3 278:19 282:5 285:7 live 10:11 133:4,20 135:5,8 141:6,14 147:17 159:16 167:11 170:10,13,14,15 ,17 171:18 172:13,21 194:18 204:20 206:5 232:3 254:16 livequestion@fcc. gov 143:12 LiveQuestions@F CC.gov 10:12 lives 19:12 32:4,7 33:12 64:15 235:15 258:8 living 274:20 LLC 3:21,22 4:3 8:14,15,17 LLP 3:8 6:16 lobby 205:16,18 local 33:17 35:7,9,10 36:8,14 49:2 52:7 55:9 66:6,15,21 78:14,17,18,19 79:8 80:1,2,15 84:6 89:12 90:9,10,18 95:12 131:21 134:10,18 176:10 186:14 198:21 270:11 localities 91:14 location 99:2 location-based 260:2 269:10 logging 254:15 long 16:15 19:19 32:22 33:12 45:3,21 46:21 80:3 97:19 102:13 103:5 114:21 122:13 143:19 205:19 209:18,21 216:5 222:18 235:13 238:16 241:18 270:19 longer 77:3 108:5 122:3 157:3 221:6 258:22 273:2 275:18 long-term 89:1 Longview 115:2 loopholes 126:3 211:5 Los 55:12,18 losing 225:3 loss 61:18 losses 50:20 87:8 lost 26:2 lot 33:21 36:9 55:6 56:2 64:15 67:19 68:8 73:12 74:10 78:6 81:18 88:16 89:9 92:7 97:1 104:17 127:20 133:12 134:5 136:17 140:9 148:4 149:16 151:4,8 155:15,22 157:12 161:9 188:22 196:20 200:4,14,20 203:9,13 204:21 212:7 219:7 239:19 243:3 264:13 269:3,6 270:13 278:21 283:16,17 lots 33:9 61:8 201:9 224:3 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 40 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 279:7 Louisiana 57:14 128:5 130:4 131:14 163:10 239:7 love 110:7 201:4 242:13 265:17 275:6 279:8 loved 39:3,21 40:19 41:1 47:12 59:5 72:14 77:11 79:18 111:20 124:1 132:7 135:11 171:13 188:11 190:16 233:8 245:7 246:2 276:5 low 75:14 89:20 97:16,22 98:8 121:6 140:15 150:9 173:19 185:4 192:21 194:12 195:4 207:9 208:1,18,22 210:21 217:19 233:17 236:15 238:4 241:21 low-cost 191:9 Lowden 276:10 lower 26:13 54:5 97:3 99:17 101:17 102:2 120:22 124:21 165:20 166:5 182:8 193:4 209:21 215:16 216:1,21 217:4,6,7,8,19 218:3,4,7,9 258:10 261:10 280:16 lowering 131:5 186:8,9 lowest 51:20 56:18 101:18 141:17 182:22 238:19 242:4,6 lucrative 27:10 245:13 LUCY 289:4,15 lunch 6:21 10:17 11:8,10 174:16,19 191:6 lure 28:19 LYNN 2:11 Lynne 7:4 8:8 19:22 175:7 243:12 M magazines 262:20 mail 26:7 141:2,7 mailing 141:3 main 42:7 mainly 181:16 maintain 16:2 46:10 62:1 87:17 98:9 201:21 202:2 233:10 236:16 253:14 257:8 maintained 117:10 129:13 maintaining 14:19 45:5 46:2 194:13 233:9 256:2 265:6 maintenance 192:19 257:6 260:22 major 105:22 majority 12:12 25:20 35:7 44:21 220:12 245:5 279:16 283:15 makers 66:10 90:12,17 92:2 103:10 man 81:4 manageable 284:11 managed 245:16 280:9 management 4:5 8:18 255:14 managing 3:13,20 7:14 8:14 178:21 255:16 mandate 37:16 59:16 94:13 mandated 142:21 247:5 mandating 39:9 manual 254:14 March 50:1 margin 237:14 margins 237:11 market 29:13 30:2 80:7 88:19,21 154:10 213:12 215:16,22 216:6 217:1,3 218:4,9 238:10,12 257:18 258:2,8 261:11 262:21,22 272:11 284:1 marketing 229:14 marketplace 253:13 265:8 Marks 163:21 marry 67:15 Martha 20:20 126:12 match 69:13 matched 106:6 material 174:12 materials 33:7 math 138:21 230:17 matrix 184:14,22 185:5 186:6 matter 47:5 160:4 213:14 218:4 220:12 270:22 matters 121:7 126:8 218:3 maximum 116:14 136:6 150:8 maximums 150:5,9 may 17:5 29:12 30:4 44:15 60:7 62:22 67:5,7 87:4 91:10 92:3 93:19 95:20 96:11 99:3 101:9 104:11 107:3,21 117:5 132:1 133:6,9 150:21 160:18 168:16 182:2 187:14 191:1 209:8 214:19 215:4 216:21 229:10 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 41 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 235:14,17 244:14 259:8 263:3 266:8 268:16 274:4 278:12,15 281:17 maybe 73:11 75:5 113:15 133:1 134:11 138:11 147:11 150:16 168:18 219:9 220:7 228:11 265:10 268:10 273:7 280:16 282:17 mean 64:12 65:8 68:13 70:13 73:9 80:6 92:16 98:5,19 104:7 106:20 109:13 142:18 145:18 146:22 152:10 153:15,20 154:15 157:10,20 161:8 164:14 168:1 169:16 170:11 188:6 204:2 219:15 236:22 237:1,2 265:21 266:10 278:14 282:2 meaning 200:4 meaningful 14:17 38:19 48:9 104:9 123:10 125:17 means 46:2 63:11 93:5 108:21 109:1 117:11 210:13 226:6 263:18 268:3 287:16 measly 153:22 measurable 121:12 measures 101:1 mechanism 168:22 219:16 240:22 mechanisms 178:7 media 30:22 253:16,20 255:11 256:20 286:21 medium 46:22 97:2 184:20 202:11,15 214:3 215:1 mediums 46:10,19 meet 50:5 62:9 228:16 236:18 meeting 73:5 113:5 meetings 33:21 113:4 mega 215:1 member 3:3 5:20 10:5,9 23:20 73:4 89:17 105:8,11,19 113:19 135:10 140:22 171:17 176:6 members 36:22 39:12,20 72:13 75:12 89:14 107:3 111:9 128:7 132:6 136:2 138:15 142:4 154:12 181:16 197:15 233:7 242:1,8 men 36:2 48:15,19 men's 211:16 mental 38:6 62:5,10,12 220:19,21 223:4 mentally 62:5,13 mention 13:20 15:16 53:16 60:11 97:7,17 275:3 277:12 mentioned 41:10 60:8 66:20 67:18 68:20,21 70:4 74:22 84:5 90:2 93:2 99:14 112:21 121:14 124:18 140:5 152:7 154:16 156:7 161:18 165:19 167:22 168:12 190:5 205:12 212:18 213:6,8 219:13 225:12 231:18 265:5 mentioning 139:12 mere 78:14 79:1 meshDetect 245:21 246:3 247:9 270:16 meshIP 3:21 8:14 266:12 mess 20:1 message 101:8 137:20 270:8 messages 156:1 messaging 254:8 270:7 277:15 met 11:6 175:8 196:9 method 168:15 252:9 methodology 180:15 methods 47:4 134:6,16 metropolitan 26:12 Mexico 101:21 128:5 130:4 146:20 163:16 182:14 mic 20:3 Michigan 183:1 203:3 mid 266:22 mid-90's 267:6 middle 78:12 226:19 Mignon 2:4 5:3 migrate 211:13,21 migrated 219:18,20 migration 27:9 miles 21:13 204:22 million 15:22 49:18 55:16 58:5 63:16 104:3 183:8 184:5 197:10 201:5,19,21,22 239:4 249:20 millions 47:11 108:19 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 42 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 mind 129:10 150:3 168:13 188:15 208:19 218:8 minds 65:9 minimal 25:13 95:2 115:16 167:18 222:19 minimize 228:22 minimized 130:3 minimum 194:20 260:15 Ministries 44:1,8 ministry 30:22 31:1 44:6 minority 88:10 minute 14:8 16:18,19 27:1,20 50:11 52:17 58:8,9,11,14 77:6 81:21 84:21 85:8 100:3 125:20,22 126:5,7 128:1 162:20 169:17 182:22 184:13 185:6 192:22 193:11,12 203:15,16,17 207:11,16,21 211:8 217:22 219:19,21 226:1,5 229:2 231:19 270:14 minute-and-a- half 113:20 minutes 24:1 50:13 69:7 77:8,10 78:14 79:1 93:13 113:15 193:15 201:17 253:2,5 275:20 Mirkarimi 35:18 187:1 misconduct 205:3 missions 191:7 Mississippi 179:15 Missouri 217:21 misuse 250:8 256:4,11 275:2 misused 250:3 252:1 256:21 259:9 265:8 Mitch 177:12 mix 153:2 192:5 mobile 26:21 65:3 156:1 193:13 231:21 mobilized 39:17 model 63:7 136:5 138:9 174:7 179:10 200:5 240:18 242:8,9,15 249:5,7 moderator 22:16,17 23:20 113:22 143:8 144:22 145:1 148:9,20 149:5 150:16 151:13 152:12 153:12 154:20 156:4,6 158:1,3 160:2,15,21 161:17 163:7 164:1,4,9 165:13 166:9 174:9,21 175:10 180:20 187:18 190:19 196:12 204:9 207:4 210:1,5,7 212:11 213:19 215:6 216:9,12,16,18 220:3 223:16 226:17 227:5,7,8,15 231:2 233:20 234:3,19 236:5,10 240:10 242:17 243:1,9 247:12 252:14 258:11 262:4 264:20 265:4 268:6 269:22 271:13 273:5,7 276:21 277:20 279:21 280:18 284:13,19,22 285:3,4,6 moderators 2:6 43:20 107:14 175:7 moment 14:4 82:21 148:21 150:17 166:10 Monday 25:9 68:2 monetized 59:16 monetizing 59:12 money 56:17 62:19 63:1,12 65:5 79:8 94:17 98:7 120:20 123:5,21,22 124:2,6,7,11 125:4,6,12 129:7,21 137:21 138:2,6,12,13 139:16 141:15,18 142:15 144:15 148:1 149:13 153:8 154:19 163:3 167:7 174:1 211:22 224:11 225:15 267:18 268:3 280:4 MoneyGram 124:12 134:3 162:5 173:1,20 monies 224:19 monitor 46:18 79:6 82:9 95:17 monitorable 284:11 monitored 101:9 148:2 276:3 280:13 monitoring 98:18,22 101:5 179:1 181:15 194:18 monopolies 238:1 month 39:16 123:15 138:17 142:15,16 153:17 192:3 206:6 232:13 monthly 21:19 79:22 117:14 125:6,7 138:4 232:4 months 14:15 25:9 68:5 89:7 165:6 Moore 4:4 8:18 258:12,13 262:14 265:21 268:13 272:10 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 43 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 277:1 278:5 281:8 284:18 morale 233:9 Moreover 25:21 27:2 morning 13:8,9,10,12 20:10 30:16 36:21 113:22 114:2 144:2 166:18 273:2 Morrissey 177:13 Morse 77:22 mostly 147:15 217:10 mother 85:16 motion 95:14 motivated 85:2 86:9 motivation 84:15 213:10 MOU 216:2 mounted 260:8 278:20 mouth 151:21 move 19:2 23:16 31:13 35:6 36:14 71:22 165:9 286:10 287:12,20 moved 85:7 86:5 110:11 147:10 161:19 170:20 259:15 movement 131:5 218:1 moves 153:2 moving 140:4,12 143:5 157:7 220:3 258:21 286:14 multi 25:17 81:10 multiple 41:14 230:4 multiply 153:18,19 multi-service 260:8 261:12 multi-sided 254:7 multi-year 88:12 murdering 248:5 music 254:4,21 255:7 282:8 musing 22:2 myriad 121:4 myself 78:9 205:10 mystifying 157:14 myth 42:12 N nation 37:14 38:16,22 39:18 41:20 70:12 72:7 77:15 104:4 131:17 176:3 183:1 national 34:3 48:2 64:9 105:17 176:15,17 195:9 nationally 76:11 nation's 105:4 nationwide 160:20 nature 17:14 231:11 238:12,15 271:6 NCIC 3:9 6:17 115:1 124:20 131:1,4,12,15 155:11 nearly 197:3 Nebraska 163:12 necessarily 70:16 125:21 necessary 26:8 91:3 92:12 96:12 189:16 191:20 192:19 necessitate 168:14 necessity 118:13 negative 211:20 negotiated 50:3 negotiations 49:21,22 neither 50:2 288:8 net 198:13 238:4 netted 49:18 network 114:22 176:16 192:20 248:19 networking 253:1 networks 45:12 253:17,19 Nevertheless 28:12 Newark 53:17,18 54:2 newer 178:1 249:19 news 3:14 7:14 99:20 100:13 173:7 175:14 186:10 271:16 nice 90:15 156:15 191:5 nickel 182:22 night 232:1 273:3 NJPhoneJustice.o rg 52:21 nobody 236:14 nobody's 149:22 noise 75:21 76:1 81:18 noises 75:21 non 100:14 128:7 194:19 249:4 non-binding 195:1 non- commissionabl e 129:6,16 non-criminal 246:7,10 none 108:20 128:14 168:20 170:7 221:10 nonetheless 20:2 non-existent 238:20 non-ICE 192:6 non-profit 71:4 non-telecom 98:11 nor 50:2 183:17 288:9,13 norm 18:20 normal 143:21 160:5 273:3 normally 132:13 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 44 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 147:9 209:4 274:16,18 north 12:20 115:4 209:8 Norton 6:3 105:6 106:15 286:2 notably 181:6 NOTARY 288:1 note 32:9,11,16 41:10 56:11 62:17 123:18 183:15 185:15 225:19 226:3 229:13 noted 57:6 96:7 105:18 129:5 226:19 notes 19:13 31:17,18 164:7 289:7 290:7 nothing 59:7 72:16 107:7 124:10 179:13 263:7 notice 17:18 103:4 128:13 165:3 222:9 noticeable 87:7 noticed 70:2 133:11 191:1 224:22 notion 241:17 notwithstanding 38:20 232:3 nowhere 28:4 NPRM 164:21 numerically 200:13 O objectives 14:22 objects 119:1 obligated 118:20 127:9 obligation 16:10,12 59:18 62:18 63:1 127:15 165:8 227:17 obligations 62:9,11 observation 153:4 obtained 131:8 obviously 24:10 72:21 74:8,12 79:15 81:16 82:20 91:22 92:17 104:16 153:7 167:16 207:5 214:11 225:21 233:5 239:15 254:10 285:9,12 286:7 OC 2:18 5:15 30:21 occasionally 271:5 occasions 165:5 occurred 266:22 occurrence 114:5 o'clock 10:18 174:17 October 68:6,12 92:17 offenders 179:19 279:1 offenses 15:17 offer 80:15 95:1 111:16 115:20 116:5 170:17 180:7 213:15 252:9 253:20 254:17 255:10 256:7 259:7 270:5,13,17 offered 115:16 192:10 249:10 offering 28:7 50:18 155:16 162:17 195:7 255:6 offerings 27:13 29:6 254:6 256:4 257:9,17 262:11 offers 162:12 office 3:15 7:18 54:2 56:9 187:2 194:5 257:22 officer 197:8 205:19 235:1 247:2 288:2 officers 180:18 197:18 204:1 212:16 274:19 offices 181:8 206:6 officials 45:22 177:8 287:4 offset 50:20 95:1 oftentimes 131:20 150:5,9 oh 11:1 102:18 139:19 Ohio 179:15 214:6 ointment 218:11 okay 60:14 127:3 138:13 139:4,15,22 140:19 158:17 159:11,15 167:4 210:1,7 216:9,16 219:10 220:2 227:5,15 230:2,8 234:3 242:8,9 264:20 273:5 old 31:14 122:4 205:10 one-and-a-half 113:15 one-fifth 189:8 ones 39:3,21 41:2 59:6 72:14 79:19 111:20 116:10 121:13 137:13 140:6 171:11 188:11 218:7 223:14 233:8 245:7,10 246:2 280:19 one-sided 254:3 one-year 88:15 ongoing 25:7 42:8 57:10 195:20 online 144:16 257:9 onto 226:2 opaque 74:7 open 24:5 60:1 74:2 191:17 241:12 opening 23:1 60:17 70:4 74:22 90:3 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 45 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 156:7 218:15 244:1 operate 253:16,18 operated 192:7 194:4 operating 49:12 operational 29:5 40:3 operator 25:11 133:5 141:6 170:11,13,14,16 206:5,11 operators 206:9 opinion 25:12 231:8 opinions 114:7 220:6 265:10 272:1,8 opportunities 106:8 180:3 265:18 opportunity 18:6 21:14 25:5 36:13 49:8 66:10 90:13 105:15 111:19 115:9 136:11 141:17 181:2 234:5,13,17 268:18,21 278:13 284:14,17 287:18 opposed 80:3 optimal 195:3 opting 246:10 option 91:11 135:4 144:13 167:5,9 214:1 271:20 optional 118:6 167:20 168:12 options 88:15 185:4 order 16:17 17:16 25:8 27:17 30:3 33:5 38:21 39:9 49:14 50:12,22 51:13 52:4 57:15 68:2,5,6,8,10,14 ,21 70:16 71:18,22 76:13 82:20 85:20 87:2 93:19 94:12 99:9 119:4 120:6 123:13,16 135:9 137:14 144:15 153:5 156:18 167:8 193:3,7 196:4,9 198:17 222:13 237:4 248:15 256:8 280:12 ordered 251:3 ordering 254:5 256:7,11,14 ordinary 32:5 Oregon 255:2,3 277:13 organization 71:5 75:13 100:14 236:3 organizationally 67:11 organizations 39:22 48:2 53:5 54:22 organizers 19:18 organizing 252:16 original 228:16 256:15 originally 31:3 86:2 249:1 Orleans 179:3 Ostensibly 75:17 others 23:18 73:16 111:17 142:1 165:20 179:16 248:6 263:2 otherwise 115:12 288:13 ought 97:9 140:20 141:16 171:15 219:5,6,9 ours 201:13,15 ourselves 47:8 outcome 219:10,11 288:14 outgrowth 122:19 outliers 189:14 outlines 73:2 outnumber 47:14 outreach 34:15 outside 56:8 74:6 84:4 180:9 191:6 228:5 251:12 284:8 outstanding 13:19 overall 52:1 84:8 114:11 129:20 157:2 246:11 269:18 overcharged 69:21 overhead 270:1 overjoyed 110:20 112:2 overnight 222:16,17 oversee 178:4 oversight 105:12 118:15 195:20 overturns 157:22 overwhelmingly 223:7 237:20 Owens 244:19 P pace 23:16 page 133:21 pages 122:13 paid 63:9 129:8 139:16 142:15 181:6 192:10 195:7 214:11 277:10 paint 224:6 palatable 214:18 panel 5:4 6:4 7:2 8:6 22:17 23:3 24:8 26:17 37:5 60:12 73:10 104:15 105:4 107:19 113:15,19 114:1,12 122:7 130:18 174:11,22 175:1 191:1 196:16 213:9 234:5,12 243:2,22 265:9 273:8 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 46 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 panelist 272:5 panelists 2:15 3:2 4:2 5:11 6:10 7:10 8:2,12 23:22 24:1,14 104:18 114:8,14 136:12 143:9 166:11,14 174:11 175:11 220:5 287:11 panels 23:3 24:12 112:3 196:19 225:13 231:4 234:7 235:2 panel's 199:18 paper 32:12,15,18 118:6 142:22 167:17,18 201:6 paperless 256:6,8 277:15 paramount 37:19 174:7 parent 16:1,4 parents 36:3 Park 203:3 parks 64:9 participants 13:19 participate 25:5 31:4 112:15 115:9 242:9 participated 241:3 participating 31:7 184:18 285:17 participation 39:17 particular 29:22 64:10 65:14 97:20 114:18 217:4 233:6 263:22 264:11,18 266:6,15 268:18 particularly 18:16 19:22 23:2 37:20 42:9 72:19 94:16 105:2 110:11 255:1,15 272:4 286:1 parties 28:15 165:6 177:17 180:17 212:16 269:13 287:5 288:10,13 partner 3:20 8:14 33:21 partners 235:3 239:22 party 27:6 81:13 120:16,18 161:20 171:1 251:12 266:5,9 268:19,20 pass 248:13,17 249:3,11 pass/fail 213:13 passed 194:10 200:2 past 25:9 30:11 40:16 46:22 51:16 83:14 126:4 127:2 153:2 165:6 188:22 222:10 223:15 230:18 patents 29:15,17 path 19:6 121:10 146:19 147:1 Paul 3:4 5:21 24:21 54:14,15 60:8 64:18 74:21 86:21 93:9 99:13 Paul's 64:4 103:22 pay 6:19 26:19 64:11 78:6,13 79:21 114:11 115:3 116:8 118:2 120:14,15 143:16 144:15,19 147:16 155:9 162:14,19 168:6 171:1 187:12 190:18 193:21 194:8 200:18 201:18 216:22 223:7,8 232:4 237:20 244:12 245:9 261:20 268:20 277:5 paying 118:16 122:17 130:8 136:20 170:2,3 232:1,8,12 240:7 271:11 payment 26:6,20 27:6,13 82:7,10 115:13 116:7 117:22 120:8,11,18,22 121:22 138:1 140:7 141:2,4,7,12,13, 14 142:17 144:17,18 150:6 159:10,15,16,17 161:20 162:3 164:5 166:8 167:6 168:15 170:4 171:14 172:20,21 173:15,17 227:12 payments 17:7 61:2,3 117:21 122:4 138:18 144:14 165:17 167:10 173:10 186:9 222:5 223:3,12 payphone 244:5,7 271:3,12 payphones 246:6 258:20 Pay-Tel 3:10 124:20 128:16 136:9 161:9 169:11 275:5 Pay-Tel's 27:20 69:5 PCS 114:15 175:9 pending 222:11 people 10:10,12 31:7,9 32:6 33:1,9,12,18 34:1,15 36:10 37:17 38:8 40:14,15 41:5 42:10,11,18 43:11,12 57:8 62:8 64:14 70:18 71:1,8,18 75:12 77:13 79:11,18 80:4,6,8 85:7,14,17 89:13 97:21 102:17 104:1,4,5 106:4 108:18 109:10,12,13,15 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 47 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 110:5 113:11 134:13 150:20 184:4,5 188:7,17 189:7,11,12 190:8 192:1 200:15,16 201:12,13,15 209:3,7 211:17,19,21 219:5 223:8 230:22 232:15 235:18 237:19 239:4 242:14 263:12 274:18,19 279:18 282:6 286:6 people's 19:12 32:3 279:15 per 15:18 16:18,19 27:1,20 52:17 54:8 58:8,10 69:7 71:21 81:21 84:21 125:20 128:1 169:16 184:5,13 192:22 193:11,12,14,15 194:8,22 201:18 203:17 211:10 219:19,21 226:1 229:2 231:19 235:18 271:3,7 perceived 78:3 percent 15:8,10 17:2 26:18 28:19 29:15 36:2,6 38:11,13 51:8,9 55:15 72:5 90:22 91:19 92:1,8 109:9 116:15,17 123:5 124:6,7 129:7,20 134:12 138:6 139:15,20,21,22 151:11,18,19 152:15 153:3,10,11,13, 21,22 154:1,13,16 173:8 182:21 183:2,6,14 185:4,8,9,10,13 186:14,15 187:3 188:15 189:8,11 192:16 198:16,17,19,22 199:1 237:12 238:4 239:7 240:17 241:8 242:5 251:22 percentage 91:20,21 92:3 149:14 152:14 186:3 198:14 238:18 269:17,19 283:16 percentages 185:12 perfect 112:16 performance 195:3 perhaps 67:7,21 78:8 80:13,14,16 169:17 220:17 261:10 period 63:8 90:4 91:6,7,12 114:21 126:22 143:19 174:10 200:10 221:16 222:18,19 241:1 periods 220:6 permanent 12:11 17:19 22:4 121:9 270:17,22 permeates 58:16 permissible 141:22 permitted 27:8 64:22 permitting 164:15 258:2 person 12:17,22 42:13 74:4,11 77:7,9 88:4 135:5 180:5 190:11 271:18 272:8 274:5 personal 15:21 16:6 46:4 212:21 246:16 270:21 276:4 282:7 personally 44:22 212:14 244:12 279:15 283:11 person's 12:2 perspective 67:10 87:13 91:13 96:9,10,11 129:2 154:12 160:3 174:5 188:10,21 199:7 212:3,8 214:2 233:11,16 253:14 283:8 perspectives 281:2 persuade 120:9 perverse 56:15 petabytes 201:3 Peter 67:4 151:2 Peter's 78:8 79:2 petition 21:4,9 31:14 52:15,20,21 53:4 83:22 84:1 85:10 86:10 111:8 112:11 130:20 222:11 petitioner 84:18 petitioners 114:20 petitions 85:5 Petro 3:7 6:15 114:18 126:9,12 139:12 146:1 156:5,14 158:2 163:16 164:3,7,10 168:20 ph 13:22 19:22 53:2 228:1 245:10 phase 220:9 phased 183:7,10 phone 16:14 21:18 26:21 28:16 39:15 44:13 49:11 50:5 51:10 53:14 54:5,20 55:1,2,13,15 56:4 58:3 59:5,17,19 60:21 62:4,15,20 63:16 65:3 69:14 75:15 78:13,18,19 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 48 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 79:12 80:9 85:12,18 95:1 101:7 108:21 110:12 122:16,17,22 123:5,7,10 124:8,9 125:16,19 126:6 128:3,14,18 129:8 130:20 131:1 132:2,22 133:12 134:10,12,13,14 ,18,19 135:7 136:1,3 137:22 138:17,20 139:9 141:18 146:4,8 149:13 150:22 151:12 153:1 154:18 157:19 169:15 172:3 173:16 177:7 179:21 181:15,21 182:9,17,21 183:4,11,18,20, 22 184:7,9,12,14 185:2,5,12,15 186:1,12,18,19 187:17 189:19 190:18 195:5 222:14 232:2,4 236:20 237:17 238:1,17 244:12,20 245:5 246:3,14 248:2 249:8,13,20 250:2,4,13,14,1 8 251:3,17,18 252:6 253:15 260:3 264:12,15 270:21 271:5 273:15 275:17,19,22 276:12,13 280:12,14 phones 38:15 41:19 72:7 79:14,16 134:7 143:16 181:9 185:18,20 186:20 193:13 201:13,14 205:12,16 206:4,5 231:21 244:3,13,15 245:1,10,12,16, 22 246:4,12,18,21 247:7 258:22 259:1 270:20 273:22 276:11 280:3,10,11 photo 254:9 photos 256:19 270:9 phrase 248:13,17 249:3,11 physical 38:1 40:19 picked 156:14 picture 224:6 pictures 256:21 pie 137:18 148:10 149:1,12 153:2 154:14 piece 32:12,15,17 142:22 219:7 271:16 pieces 36:18 170:6 pilot 255:2 PIN 248:17 249:16 250:3,4,7 259:21 273:19 274:4 pinpoint 34:12 PINs 250:8 252:1 259:11 pipeline 245:13 Piper 53:3 placed 123:13 134:9 138:7 239:9 249:8 250:3 places 34:12,14 207:9 208:3 225:10 plain 32:11 plaintiff 111:7 plan 21:19 23:22 94:14 232:2,12 237:18 planned 251:5 planning 3:15 7:18 45:11 253:1 plans 12:5 179:5 196:3 plate 108:13 platform 193:19 194:1,9,13 platforms 253:14 play 61:19 playing 75:9 122:1 plays 156:12 plea 111:16 please 22:17 43:13 66:22 69:3 83:21 90:5 113:19 119:12 145:12 165:14 223:17 230:10 234:19 287:15 pleased 18:16 207:17 pleasure 11:4 13:13 105:2 106:13 plethora 118:9 plummeted 183:20 plus 131:7 176:10 181:8 PM 1:11 pocket 121:7 pockets 121:8 point 12:17 35:1 60:7,10 64:20 69:15 70:10 115:19 119:3 120:5 123:9 125:9 141:19 147:21 148:8 159:8,20 164:2 165:8 173:8 174:17 177:6 178:9 179:8 187:21 197:4 198:1 203:3 223:2 231:22 255:20 260:13 268:11 269:1 274:10 275:14 277:1,3 283:17 pointed 128:11 137:21 151:17 237:10 pointing 130:6 points 64:3 67:19 240:11 254:20 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 49 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 policies 47:7 48:11 policy 2:7,8,10,12,18,2 1 3:6,15 5:7,9,14,18 6:7,9,14 7:5,7,16,18 8:9,11 9:3 24:16,19 45:9 48:13 66:9 90:12,17 100:18 103:16 114:16 122:9 127:19 151:3 175:15 187:22 195:8 243:13 250:10 286:18 politely 128:19 political 286:5 Polk 179:3 poor 109:12 poorly 16:7 Pope 3:9 6:17 97:7 114:22 130:17,22 147:8 148:4,18 149:3 150:18 152:18 155:21 160:10,19 163:10 170:8 population 182:12 185:17 186:7 187:10 188:16 189:9 192:13,16 202:12 231:12 239:7 283:14 populations 55:20 235:9 257:3 portfolio 29:17 portion 93:5 95:17 199:10 201:11 224:1 portions 225:15 pose 222:3 position 120:4 230:21 positions 40:12 43:11 71:8 positive 37:9 44:18 87:14 276:17 possible 23:15 121:11 218:15 222:20 242:4,7 283:4,5 284:7 possibly 83:7 221:9 229:1 post 234:9 postalize 212:14,15 postalized 82:2 posture 34:22 pot 97:14 potential 5:4 13:16 24:9 29:11 61:18 90:3 247:8 253:21 259:6 263:14 264:15 potentially 263:8 POTS 143:21 157:16 pounding 112:9 power 16:11 30:2 40:12 43:11 71:8 74:11 practical 88:20 practice 73:18 122:16 153:5 272:2 practiced 145:18 practices 28:21 30:5,6 127:10 196:7 pragmatic 233:11,17 praise 107:4 Praldev 53:2 pre-call 248:12 preceded 136:12 preceding 14:5 precision 119:8 predatory 188:3 198:8 199:15 prediction 229:18 preempted 10:3 prefer 215:3 prematurely 58:18 prepaid 27:16,20 117:7,18 135:3 147:15 162:13 170:11 210:21 pre-paid 69:6 Prepaid 134:22 prepare 93:17,19 136:22 180:4 221:21 224:20 prepared 102:8 137:2,19 159:4 217:11 preponderance 25:14 present 29:12 53:14 106:13 231:15 presentation 24:2 198:1 presented 172:15 presently 228:10 preserves 180:16 President 3:9,10 6:17,18 8:3,18 105:14 114:22 115:3 130:22 President- Product 4:4 presidents 70:19 President-Sales 3:19 press 103:11 111:9 pressure 21:5 pressures 240:2 pressuring 28:17 presumably 50:19 presume 92:7 presumed 188:19 presumes 193:5 presumption 82:22 127:6 pretty 33:10,21 124:14 133:3 150:9 198:20 203:14,16 205:22 229:19 280:8 prevalence 114:3 prevent 27:14 256:16 prevention 178:6 previous 55:5 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 50 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 57:6 178:12 previously 121:14 price 29:11 46:15 203:19 210:21 211:1 215:14 217:16 218:5,8 258:3 priced 195:11 200:9 prices 27:5 28:8 30:8 217:6,7 225:3,7,14 238:11 258:10 270:4 pricing 2:7,8,10,11 5:7,9 6:6,9 7:5,6 8:9,11 9:3 23:13,21 83:4 126:3 187:4 188:3,9 243:13 286:17 pride 205:10 primarily 114:3 146:3 186:2 191:12 primary 183:22 187:2,7 194:7 253:14 principally 93:4 principals 40:11 44:3 print 248:15 prior 39:13 50:12 170:11 180:4 182:19 183:9 232:17 249:15 274:22 priorities 179:12 priority 11:19 12:6,7 19:16 23:11 48:18 130:21 prison 3:6,13 6:14 7:14,16 14:18 16:1 31:19 32:14 35:9 40:9,14 42:21 43:1 44:1,4,6,7 48:11 54:19,22 55:2,20,21 56:13 57:2 58:3 70:21 73:9 78:1,2,10 79:13 83:9 84:6 91:1 99:19 100:13 104:6 108:21 110:14 114:16 122:9,11,17 127:19 130:12 140:22 143:16 149:14 151:3 171:13 175:5,14,15 179:9 181:3,21 182:8,10,11,12 183:3,22 187:22 188:13 190:1,6,7,14 222:14 235:11 237:19 238:1 239:10 245:9,12,14 246:3,6 247:3,6 276:9 284:8 285:15 prisoner 39:15 40:18,20 76:5 271:11 prisoners 15:6,8 33:8 37:11,20 38:2,22 39:12,18,19,20 40:2,21,22 41:2,6,7,21 45:17 46:5 55:19 56:1 59:7,9 62:6,14 63:2,9,20 70:12 75:11,12,14 77:18 89:10 110:20 181:15 192:6 222:6 223:13 236:13 237:3 264:17 prisoner's 37:22 Prisoners 223:6 prisons 26:11,14 38:16 41:11,12,19 42:1,9 44:5 46:1 49:16 60:10 63:5 70:14 72:7 77:1,14 79:15,16 80:20 87:20 89:15 96:6 104:11 109:13 131:19 181:19 184:1,2 187:9 188:1 190:8 203:19 216:21 235:7,21 244:10,15,20 245:2 266:21 privacy 276:1,4 private 192:7 254:8 privilege 12:21 120:20 176:1 privileged 194:19 privileges 46:1 pro 126:12 193:19 194:1,9,13 probably 35:19 41:16 74:2 89:1,6 170:20 172:2 229:5 244:8 267:11 287:17 problem 22:8 42:12,13,14 44:16 69:9 75:1,3,7 80:19 81:4 82:4,7 84:8 87:22 88:11 124:4 145:20 219:3,4 244:2 245:11,17,19 247:16 266:17,20 267:4,13 274:3 275:7 276:10 277:22 278:11,14,15,22 280:1 282:20,22 283:10 problematic 28:1 69:2 92:4 166:20 239:5 problems 83:5 88:1 210:12 263:13 264:5 274:12 276:6 279:16,19 proceeding 25:8 69:5 98:20 100:8 115:18 128:11 162:9 289:6,7,12 290:6,7,12 proceedings 31:5 53:11 131:13,14 288:8 process 47:19 59:12 78:9 80:11 82:1,11,16 83:1 92:14 121:8 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 51 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 123:20 130:13 147:7 161:4 174:13 217:2,3 219:6 241:3 243:4 248:14 262:7 274:14 285:21 286:10,13 287:13,15 processed 168:16 186:21 processes 235:18 262:8 processing 118:1 133:7,22 150:6 processor 141:15 producer 172:4 product 8:18 256:4 257:17 272:13 285:20 productive 209:10 products 197:11,16 257:15 260:5 professional 107:18 246:17 professionals 176:8 professor 105:19 proffer 108:3 profile 235:19 256:19,20 profit 100:14 123:1 173:3 198:15 236:16 237:11,14 238:4,5 profitability 246:13 profits 199:12,13,14 225:6,16 program 23:5 140:10 152:22 153:14 154:22 255:2 256:20 programs 17:6 37:16 42:20 61:8 164:5 179:18 180:8 220:18 221:1,5,13 222:6 223:3,5,9,13,19, 20,21,22 260:12 prohibit 164:18 prohibited 53:21 164:12 prohibition 86:17,20 project 135:21 159:18 196:18 197:2 promises 122:3 promising 250:15 265:12 promoting 14:19 prompted 84:1 pronounce 228:9 proof 276:19 proper 199:7 217:18 properly 95:7 129:13 284:10 property 67:13 proportion 120:1 proportions 244:21 proposal 146:3 proposals 51:2 proposed 17:18 68:11 128:13 169:20 prosecute 15:17 protect 177:3 178:2 188:11 197:18 203:21 250:17 259:20 264:6 protected 274:21 protecting 59:10 250:11 264:8 protection 248:8 protections 42:5 protects 48:20 proud 14:4 21:20 prove 83:1 proven 123:12 246:22 248:7 provide 17:5 24:2 35:14 44:18 48:4,17 56:18 62:5 71:16 101:17 117:13 118:13 128:19 142:14 143:21 146:8 157:19 169:8,14 195:10 207:16,19 213:13,20 214:14 215:20 219:7 220:9 223:10 228:17 230:22 231:8 242:2 260:19 263:9,15 266:5 269:13 274:4 282:9 provided 28:2,4 63:9,13,20 69:19 71:8 100:4 128:14,16 144:9 167:1 191:13,16 192:17 225:18 227:21 228:2,6,9 248:8 provider 18:12 29:7,14,19 30:7 91:17 95:21 99:5 115:2,4 116:11 117:6,10 118:2,9 119:14,19 120:5,21 121:12,15 132:2,10 148:5,16 152:19 154:5 156:20 191:14 192:11 194:1,7 220:8 232:2 providers 17:1 18:2,8 26:17 27:7,12,14 28:5,17 29:10 37:13 43:6 49:12 59:11 94:13 102:8 115:19 116:5,9,13,16,2 0 117:14 118:11,21 119:6,11 120:9,17,21 122:1 124:20 133:13,18 134:14 135:7,19 136:1 140:8,9 147:12 152:13 155:10,15 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 52 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 158:11 162:13,17 163:1,4 169:8 177:22 178:3,18 181:21 184:6 187:12 214:19 222:8 227:16 258:6 260:17 provider's 120:14,15 Providers 27:4 28:9,20 119:5 provides 18:5 149:16 193:17 194:15 196:4 244:3 247:19 253:15 providing 17:9 29:1 62:10,12 71:6 72:4 100:22 121:19 146:5,11,15 156:12 161:14 181:20 188:4 208:2 223:20 226:7,13 252:6 256:5 259:4 provision 7:2 42:4 88:14 144:4 158:10 175:2 181:5 195:1,19 199:19 public 2:14,17 5:13 6:12 7:9 13:22 24:15 34:10 42:22 43:1 45:4 46:13 47:20 48:1 50:16 51:14 52:15 55:1 64:8 66:8 83:22 84:19 86:10 110:10 132:16 133:16 135:17 155:4 161:6 170:8 171:3 195:17 196:2 198:14 205:3 207:20 223:6,9,10,11 248:3,6,8 250:12,17 251:21 252:3,4,11 258:18 259:13 260:4 269:13 283:6,8 287:18 288:1 publicly 238:6 pull 240:21 241:9 264:18 pulled 11:18 282:15 pulling 186:20 pulpit 73:13 74:13 87:13 punch 126:16 purchase 78:18 purchasing 147:11 purgatory 11:18 purpose 227:19 purposes 88:20 197:21 pursue 29:5 push 215:22 254:22 255:12 264:18 280:20 pushback 128:6 pushing 74:9 130:20 282:13,14 putting 97:14 196:16 199:7 200:5 204:14 Q Q/A 6:20 8:5,20 quality 58:15 75:15 196:10 quantify 158:8 249:16 quarterly 119:8 question 60:5,14 61:10 65:22 66:19 67:2 74:21 84:4 86:21 88:2 92:6,10 93:1 94:19 99:12 102:7 127:12 145:1 155:8,17 156:6 157:11 158:4 160:22 163:6 168:5 174:10 188:3 189:15 207:22 212:17 226:18 231:3 265:10,22 267:22 268:7,11 269:21 270:2 271:14 273:8 275:10 279:20 284:15 questioning 229:22 questions 10:10,11,13 17:17 24:4,6 43:16 60:3 83:20 103:20 143:10,12 158:14 207:6 226:15 262:5 quick 88:1 134:15 162:6,8,21 163:2 266:16 275:14 quicker 144:17 167:7 168:15 285:7 quickly 23:15,21 27:12 46:22 77:12 78:12,16 92:3 97:18 140:4 151:7 173:5 174:2 206:12 257:16 283:4 quite 88:7 106:20 107:5 157:12 232:10 quote 179:11 229:15 242:13 R R&D 269:20 race 283:1 radio 269:7 raise 10:13 30:3 50:18 130:7 raising 79:20 152:9 rampant 41:4 range 162:19 182:12 192:13 203:12,16 208:16,17,22 226:3,4,10 263:12 ranged 185:20 ranges 226:7 ranking 105:8 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 53 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 rapacious 59:10 rapid 171:21 172:8 rapidly 112:12 115:14 rapidly-changing 256:20 rare 32:5 rate 12:10 14:7 15:5 16:17 17:3,13,19 22:3 26:9 27:17 41:8 44:12 49:19,21 52:12 55:4 65:1,3 75:8 82:22 83:9 84:11,13 96:11 98:6 131:16 132:8,15 138:21,22 140:11 141:4 142:2 146:4 156:19 159:11,12 160:1 163:15,17 164:11 169:15,17 171:16 172:17 179:6 182:19 183:5 184:8 193:11 208:20 210:18 211:13 212:6 214:17 215:4,15,18 216:3,20 217:10,22 219:19,21 220:17 222:13 227:1 231:15,18 232:4,17 242:4,7 268:16,22 269:15 270:2,17,18,20, 22 271:10 rates 14:12,14 16:9,22 17:8,20 18:11 22:9 25:11 26:5,13,22 27:3,9,11,19 28:5 29:2 35:7,20,22 36:15 39:5 40:6 49:10 50:3,5,8,12,19,2 0 51:20 52:7,8,11,16 53:15 54:20 55:2,10,13 58:3 59:5,17 60:21 66:18 68:18 76:9 78:13 81:20 82:2,12,14 83:12 84:8,13,17,20 85:1,4,8,12 87:11,14 89:20,21 92:21 93:7,9,11 94:3,6 95:9 97:16 99:17 102:15 108:21 110:13 114:4 115:11 116:12,14 119:19 121:6,10,13,18 122:22 123:13,16 125:16,20 128:1,3 132:4,10 135:15,18 136:4,6 145:8,16 154:9 155:15,20 156:17 157:2,7,17 158:5 161:2,5 163:11 164:15,18 169:1,2,3 179:10 180:14 182:9,17,21 183:1,4,20 184:12,15 185:1,2,5,7,12,1 4,15 186:1,5,8,12 187:15 189:18,19 191:13 192:22 193:2,4,5,8 194:12 195:5,15,17 196:1,3,6 197:2 198:6,7 200:22 202:7,17 203:17,21 204:7 207:8,9 208:1,3,7 210:20 212:15 215:9,16 216:1,22 217:19 218:3,4,10,13,1 4 219:13,14 222:2,20,21 225:11,20 226:4,19 227:11 229:2 231:4,7,10,12,1 4 232:8,11,18,21 233:17,18 236:15,18,22 237:1,2,7 239:16 240:13 251:17 268:9,10 280:16 285:14 rather 51:20 56:18 58:8,14 92:2 121:19 221:8 238:18 271:18 rating 131:7 ratio 195:3 rational 62:1 reach 67:12 247:3 284:9 react 272:17 reaction 137:16 reactions 114:8 readily 281:15 ready 102:19 174:22 real 14:18 75:9 87:12 108:15,16,17 136:19 139:1 229:15 267:13 280:6 reality 31:15 139:8 154:7 realize 10:7 129:15 236:13 realized 78:13 really 11:11 20:1 30:19 33:3 34:2,21 35:6 58:17 60:1 62:11 64:5,12 65:3,6,15 77:7 80:10,18 87:10 88:20,21 91:2,3 93:14 94:18 97:18 98:12 104:6,19 106:19 107:5 109:18 123:9 125:1 136:13 137:19 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 54 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 139:21 143:1 144:20 145:19 149:21,22 152:5,9 153:3 154:11 161:7 168:3 171:9 173:5 189:3,13 190:17 202:22 203:2 205:8 206:3 209:6 212:19 217:7 225:10 228:15 229:10,11,19 233:1 238:5 247:15 263:15 268:8 279:18 280:1 283:3,7 286:6,9,13,22 287:9,11 realtime 135:9 147:18 170:16 rear 199:1 rearrested 15:8,10 reason 11:11 13:1 61:22 64:16 102:12 217:5 244:13 257:4 reasonable 14:14 18:11 39:6 44:12 59:4,17 61:14 89:21 110:12 115:19,21 121:15 125:19 127:12 154:8 176:22 179:6 180:13 188:8 193:9 195:10 196:7 222:20,21 227:1 231:14 235:4 236:22 237:7 242:20 reasonably 195:11 reasons 79:5 101:2 239:6 256:3 258:5 Reath 3:8 6:16 114:19 126:13 rebuild 46:11 recall 82:6 receive 40:18 56:4 57:8 62:20 91:1 224:18,19 received 50:17 58:4 62:4,19 receives 55:14 75:13 192:20 receiving 42:21 63:16 104:12 143:12 220:13 recent 15:1 33:11 47:9 136:4 170:9 186:10 193:3 195:1 196:4 250:21 263:14 recently 159:5 161:19 163:14 186:11 194:20 222:12 247:5 recess 174:20 243:8 recharger 133:6 recidivism 14:20 15:5 45:7 109:22 110:3 179:12,20 221:8 247:1 261:18 275:17 276:15,20 279:1,2,4 recipient's 26:21 recognize 12:1,9 13:21 36:22 recognized 29:21 45:21 recognizing 44:11 59:14 recommend 26:9,13 141:11 recommendation 121:3 recommendations 34:19 114:5 233:18 recommended 82:3 reconcile 207:15 record 32:20 33:6 36:5 102:9 146:10 158:7 161:8,15 174:19 182:4 214:13 238:8 243:7 257:8 271:16 288:8 recorded 11:2 101:9 269:4 276:2 280:13 recording 101:5 181:12 194:18 206:16 259:11 288:5 recordings 206:17 289:8 290:8 records 50:16 51:14 recover 27:21 119:12 171:2 208:8 268:15 recovered 29:2 95:8 recovering 69:8 recovery 96:10 118:11 119:2,20 133:2,10 168:1 170:17,20,21 178:12,19 179:7 221:2,4 recurring 138:3 152:5 red 64:1 101:4 redial 271:8 redid 51:14 reduce 84:11 162:10 193:8 221:8 245:21 246:11 261:18 279:1,2,3 reduced 66:11 110:3 116:7 178:7 184:12 276:16 278:6 288:6 reduces 275:16 reducing 14:20 109:22 179:12,19 186:12 222:2 246:19 247:1 reduction 45:7,14 169:2 196:10 reductions 29:11 169:1 reel 260:4 reel-to-reel 206:17 reentry 45:10 refer 126:21 254:1 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 55 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 referred 57:20 248:12,21 267:20 referring 103:22 refers 226:20 reflect 195:18 reflected 202:7 217:7 reflection 121:18 reflects 89:19 154:6 reform 1:6 5:4,5 12:6 15:1 18:21 24:9,10 25:8 44:2,9 45:1 47:19 48:9 49:3 66:2 67:14 89:22 105:13 112:5,7 114:6 117:1 181:3 239:17 reforming 14:3 68:4 reforms 13:16 17:12,19,20 18:7,10,16,18 19:7,9,15 25:12 26:8 44:15,18 45:4 47:9,22 48:7,13 57:11 68:1 106:9 220:4,7 222:14 refund 82:5 117:17 133:7 refused 165:7 169:8 regard 98:13 157:7 158:10 160:15 178:11 179:21 235:16 272:17 regarding 103:20 177:11 178:14 180:12 181:11 196:5 236:2 regardless 17:4 163:17 187:9 193:21 233:3 regards 29:9 213:22 259:19 263:3 281:11 regime 14:4 19:16 region 205:15 regular 16:5 21:3 31:7 32:5 250:13 regularly 94:21 281:18 regulate 47:18 52:16 57:2 66:21 67:6 110:18 157:14 161:19 231:9 regulated 27:3,8,17 28:9 110:22 118:15 155:19 regulates 157:15 regulating 123:6,7 regulation 84:18 108:21 123:10 125:15 132:13 143:17 163:15 regulations 108:3,6,7 112:8 121:16 127:11 189:16 190:3 195:15 regulators 118:20 132:14 156:3 227:18 regulatory 48:3 57:4,11 112:6 118:11 119:2,12,20 120:2 167:22 257:12,19 rehabilitation 14:20 reintegration 109:5 110:9 related 42:9 98:11 181:10 251:11 288:9 relates 138:14 relation 149:9 relationship 233:10 relationships 45:6,10,17 48:17,18 129:21 relative 288:11 relatively 199:10 200:10 228:4 257:16 269:18 relatives 108:19 relay 38:12,14 72:6 77:8,14 119:9 release 45:19 180:4 255:9 released 15:4 25:9 45:16 46:5 122:10 224:20 248:18 releases 36:4 relief 14:7 16:21 25:20 47:11 136:19 relocate 285:8 rely 149:17 177:9 222:4 240:19 remain 12:7 16:12 50:8 52:8 130:2 177:22 255:8 remaining 118:9 remains 12:13 18:14 19:16 29:5 44:5 56:2 remarkably 182:16 remarks 5:1,2 6:2,3 9:2 106:20 156:7 191:12 285:1 remedy 74:9 remember 13:12 165:4 remind 39:7 remitting 118:18 remote 99:2 194:18 270:13,15 remove 66:14 removed 151:8 178:8 233:13 renegotiation 88:16 renewal 50:1 52:6 54:10 renewed 221:18 repeatedly 225:12 replace 134:6 135:1 replaced 134:15 replacing 271:17 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 56 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 reply 239:1 report 15:4,7,20 40:18 41:22 149:5 151:4,16 reported 1:19 289:5 290:5 reportedly 181:19 Reporter 288:19 289:5 290:5 Reporter's 289:7 290:7 reporting 1:19 89:5 118:15 reports 38:10 75:10 76:10 122:10,12 186:11 represent 152:16 176:2,9 183:21 197:6 199:9 236:4 representation 106:3 representative 105:7 133:21 135:8 137:6 147:17 154:11 representatives 2:2 107:7 287:5 represented 210:9 241:8 representing 283:6 represents 30:2 192:15 240:17 request 51:2,3,15 165:1 172:16 206:20 requested 40:3 160:17 requests 50:16 159:4 202:5 256:9 262:9 279:9 require 38:7 71:20 73:19 127:11 135:5 142:4 208:7 254:11,13,15 269:12 required 18:1 64:18 66:7 92:14 103:5 117:13 135:19 156:17 178:11 195:13 230:20 248:13 249:4 271:21 requirement 14:13 16:15 56:12 102:5 117:15 118:16,18 196:6 requirements 42:17 95:16 196:9 228:18 requires 71:21 73:20 83:8 223:1 requiring 118:15 research 45:5,9,16 68:9 133:14 260:16,21 266:3 researching 30:12 reside 47:13 resistive 179:10 resolve 238:13 resource 47:20 275:21 resources 256:13 respect 23:8 77:2 103:22 118:22 139:17 194:19 227:17 234:9 respectfully 63:21 213:22 respond 22:2 responding 202:3 response 52:4 54:3 165:3 172:15 194:22 217:17,18 221:14 223:16 235:5 responsibility 59:3 192:18 responsible 131:11 179:1 224:17 252:22 responsive 128:15 rest 69:16 111:20 141:10 235:14 255:21 restorative 44:3 restricted 245:8 275:20 restricting 245:15 result 15:6 56:7 75:18 79:17 123:3 135:22 146:8 157:1 249:18 251:4 267:1 resulting 58:19 results 17:22 58:10 182:8,16 retained 158:20 retaliated 42:19 return 214:10 220:17 221:11 227:2 returned 163:4 returning 180:11 returns 198:4 revealed 250:1 revenue 25:22 26:2,4 54:6 83:7 87:8 90:22 98:3 116:17 120:16 122:21 123:3 134:12 140:12,13 145:4,12 153:7,9,22 154:2 155:19 162:7 172:4 224:11,15,17 225:3 revenues 115:11 151:20,22 152:17 reverberating 14:16 reverts 62:21 review 136:4 254:14 reviewers 250:6 reviewing 30:4 250:7 reward 246:14 264:16 RFP 213:5 217:2 262:7 263:6 264:2 RFPs 262:10 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 57 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 RFP's 87:4 88:22 89:2 Rhode 182:15 Rhonda 2:8 5:9 6:6 22:18 23:20 Rica 232:7 Richard 3:17 7:21 175:18 196:13 204:10 Rick 3:17 7:21 197:6 205:9 207:12 208:8 240:10 rid 140:20 right-hand 208:11 rights 2:20 3:4 5:17,22 24:18,22 30:22 36:17 37:15 43:8 53:1 54:16,21 97:19 105:18 riots 266:21 267:1 ripped 32:12 ripping 32:15 risk 245:2 246:17 252:10 264:12,15 265:2 283:6,16 284:1 risk-reward 246:15 risks 265:12 river 84:21 road 22:1 32:22 40:12 141:20 164:15 205:1 robust 123:2 145:4,11 Roger 10:3 11:8,10 113:14 role 10:7 11:22 20:6 98:17 156:12 roles 45:10 room 21:18 70:19 74:4 240:17 262:6 Rosenworcel 2:5 5:3 11:22 14:11 20:4,8,10 43:21 196:16 286:8 Ross 35:18 187:1 roughly 151:21 199:2 201:18 222:12 240:17 route 86:12 168:17 row 281:1 rule 17:18 59:8 103:13 120:5 169:12 rulemaking 128:13 rules 34:17 70:2 165:12 211:18 234:10,11 ruling 136:5 170:10 171:5 178:13 run 64:12 91:8 172:2 178:4 214:20 221:15,20 224:13 249:20 263:3 running 60:16 99:13 176:12 214:4 234:3 S S.W 1:14 sacrifice 52:2 sad 89:18 safe 52:12 110:10 142:1 177:4 193:5 197:15,22 safeguards 252:5 256:14 safely 246:9 247:10 255:16 282:11 safer 283:20 safety 45:5 46:13 110:10 197:17 204:7 244:22 247:2 248:8 251:11 252:3 258:18 259:13,18 260:4 269:13 273:10 274:3 sake 218:14 salaries 178:20 salary 178:22 sales 8:3 63:10 230:17 Salt 179:4 Salvador 232:7 Salves 230:15 sample 249:5 samples 270:3 San 35:18 36:1,3,6,11 163:12 186:11 sanction 103:14 sat 37:7 save 135:7 saved 45:1 savings 29:10 45:4 saw 52:13 173:9 say8ing 216:19 scale 125:1 185:1 209:12,20 214:9 scaling 186:17 scenario 149:4 150:19 178:8 schedule 10:18 131:17 163:11 scheduled 51:1 school 16:7 52:22 scope 124:4 145:20 151:15 scraping 139:15 screening 82:11 screens 81:8 search 245:17 259:16 searchability 254:16 searching 81:9 seat 281:1 second 21:7 25:8 42:11 64:19 84:10 91:6 92:9 114:2 137:18 140:16 174:11 178:9 234:11 249:4 255:20 257:4 secondly 12:9 37:4 79:7 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 58 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 seconds 251:2 secrecy 276:2 Section 127:8 156:8,10 157:3,4,11,18 secure 80:15 177:5 197:15 221:2 246:3 261:12 securely 246:9 247:10 security 3:16 7:20 14:2 53:20 79:15 101:1 175:17 181:10,11 183:18,20 184:3 185:22 186:16,17 187:11 194:14,15 196:10,22 197:17 204:8 206:14 207:17,18,19 208:2 233:22 245:2 246:5 254:11 259:2,6,14 264:14 273:10 285:14 Securus 3:17 7:21 49:13 123:16 124:4,22 152:8 175:18 197:7,9 199:1 212:1 225:5,18 226:6,14 238:3 Securus's 225:20 237:10 seeing 34:13,16 37:5 87:3 89:9,13 100:8,9 101:13 157:21 262:9 264:14 seek 118:12 120:21 seeking 245:6 seem 125:19 129:14 207:16 seems 207:20 seen 57:12,19 76:15 84:9,10 87:2 88:21 99:16 102:22 107:9 123:14 126:4 127:18,21 130:6 137:1 144:3 148:19 153:21 155:5 157:12,22 163:13 169:1 204:2 206:1,19 207:7,12 225:11 241:22 260:10 263:5 264:12 segregated 160:6 select 193:18 selective 259:11 self 119:2 224:13 254:3 267:8 self-contained 254:2,18,19 257:7 self-funded 266:13 self-harming 276:17 sell 58:21 semi 121:9 Senator 215:7 send 10:11 134:10 171:14 254:12 sending 81:12 120:20 168:15 Senior 2:10 3:19 6:8 8:3,10 243:14 sense 76:13 96:3 116:16 121:18 143:18 145:20 148:15 151:15 212:7 214:21 280:8 sensitivity 81:15 sent 130:10 161:12 sentence 239:8 sentences 180:2 separate 49:22 159:14 166:7 172:17 separated 21:13 27:19 158:18,19 171:11 174:6 266:19 separately 168:3 173:2 September 38:20 52:6 54:12 series 17:17 107:13 143:9 serious 245:2 263:13 seriously 16:12 225:8 servants 248:6 serve 26:10,11 130:18 174:2 175:10 177:3 197:10 239:10 240:19 served 176:5 210:14 284:3 service 2:14,17 5:13 6:12 7:9 13:22 18:2 24:15 25:8,10 27:6,13,16 28:8,11 29:5 37:13 44:9 48:7 49:11 58:15 68:4 73:1 95:15 97:9,10,13,20 98:7 100:4 101:17,18 105:10,13 114:11 115:22 116:10,11 117:2,3,4,7,8,16 ,21,22 118:13,14 120:16 121:19 132:16 133:8,16 135:17 143:21,22 144:4,6,8,9,14,1 9,21 146:5,11 148:12 151:9 155:4,12 156:20 159:14 161:6 162:6,11,13 166:22 167:19 168:12 169:15 170:8 171:4 175:3 181:22 191:14 193:22 194:14,20 201:12 210:16 213:11,13,14 222:8 223:9,10 232:4 238:16 252:6 253:16 255:10 256:15 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 59 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 257:8 258:3 265:20 266:6,7,10 268:18 269:4 270:7 271:2,3 serviced 213:16 services 1:7 2:14,16 5:12 6:12 7:9 12:6 13:17 17:7,10,21 26:6,20 27:6 37:10,16 39:6,10 42:20 61:4,9,18 63:5,8,13,19,20 64:17 65:14 71:19 72:12 82:8,10 88:15 95:1 99:6 100:22 115:13,17,20 116:7,22 120:11,18 121:22 123:8 131:1 132:19 134:14 136:7 146:15 155:17 157:20 158:4,11 159:10 161:1 167:3 181:5,17,18,20 183:22 184:7 187:8 188:4 191:10,13,15 192:10,20 193:4,18,21 195:8,11,13,19 196:11 219:15 220:16 226:13 227:12 234:9 236:16 238:2,17 239:16 243:21 246:22 254:2,3,7,10,13, 19 255:11,12,14,16 256:2,6 257:7 260:2,11 262:9 269:10 280:21 servicing 131:3 serving 180:19 209:7 239:8 Sesseion 8:5 session 6:20 8:20 20:12 107:8 198:5 setting 89:14 121:6 135:3 144:3 161:5,16 168:10,14 181:14 194:16 195:19 204:7 settings 243:10 seven 44:21 88:14 199:4 several 27:12 44:9 51:16 84:5 93:2 137:21 142:11 159:12 166:10,11 223:15 severe 16:6 204:22 severely 245:8 sexual 38:2 40:20,22 41:5 share 31:20 33:6 34:11 41:21 42:7 60:2,5 75:5 154:10 196:18 234:14 287:6 shared 19:10 37:12 38:10 191:9 245:9 253:16,18,22 275:20 sharing 33:8 74:20 120:17 162:7 249:16 254:9 285:17 shed 231:5 shell 102:22 sheriff 7:12 35:18 153:16 175:12 179:17 186:22 sheriffs 30:14 35:12 129:3,10 178:16 181:8 220:12 sheriff's 3:12 50:18 95:12 176:4,17 178:22 179:6 224:12 she's 171:20 shield 123:1 shields 153:7 shift 47:3 152:11 shoes 212:3 shopping 29:16 short 14:14 39:8 209:18,19 235:13 shortly 229:8 showed 151:6 shower 40:21 showing 11:2 131:9 146:10 187:16 shown 13:7 14:17 45:5 54:19 59:1 245:4 275:15 shows 26:10 32:13 45:16 138:16 213:1 225:7 sic 139:22 sides 60:18 96:13 237:8 274:6 sign 205:17,19 signaling 37:2 signals 81:9 signed 53:19 significant 25:13 45:6 60:20 75:3 114:10 123:6 149:8 174:12 199:10 203:17 225:15 226:2 229:4 244:15 246:22 248:8 249:10 257:5 279:18 significantly 102:2 208:3,7,13,15 222:3 246:11 251:6 275:12 277:16 signing 58:5 similar 47:21 48:6 51:17 132:15,21 182:16 184:3 240:14 251:8 263:11 270:20 272:19 similarly 163:9 simple 11:11 33:15 40:10 45:1 61:6 145:11,19 147:3,7 178:7 212:4 231:16 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 60 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 256:10,22 261:7 263:2 simplest 145:14 simplicity 145:7 simplification 135:22 simplify 135:14,15 simply 25:18 26:1 116:2 180:14 191:5 237:21 249:4 283:9 simultaneous 273:1 single 21:18 26:5,20 27:6,13 29:7 82:7,9 99:6 115:13 116:6 121:22 138:7 152:22 153:14 154:2 190:10 202:5 212:6 227:11 single-call 140:10 154:22 single-payment 115:16,20 116:22 155:16 156:22 219:15 siphoning 245:22 246:9 sir 10:8 sister 86:6 sit 130:11 191:6 234:6 site 17:5,14 28:19 60:16,19 61:3 66:4,11 90:8,14,15 115:14 116:5,14 122:4 201:15 209:5 sites 35:3 sitting 22:18 48:5 212:3 286:11 situation 56:16 77:1 128:17 240:8 266:16 situations 58:12 150:20 six 72:7 77:9 88:14 89:6 133:17 170:9 185:4 size 97:2 151:22 168:8 175:4 182:2,12 186:6 187:9,14 188:6,7,12 189:22 190:10 205:2 207:13 210:3 216:6 235:17 239:1 257:16 sized 188:2 sizes 176:21 185:17 188:21 202:14 skill 279:3 skills 281:13 skyrocketed 116:15 skyrockets 77:12 slap 166:2 slaughter 35:19 sleep 40:21 slightly 185:14 slip 197:1 slow 40:7 47:2 small 26:11 32:16 96:6 99:4 118:5 184:19 189:3,5,6 199:11 202:11,14,22 203:2 214:3 215:1 226:13 257:16 269:18 283:16 286:22 smaller 96:22 140:14 184:2 190:9 263:20 280:3 smallest 55:20 203:2,4 smart 211:20 smarter 177:20 267:6 Smartphone 281:21 Smith 3:17 7:21 175:18 196:13,14 197:6 204:14 208:10 210:4,6,8 213:22 215:8,12 216:14 217:1 219:17 226:18,22 227:6,8,14,21 230:1,3,9,13 237:9 238:9 240:11 269:5 Smith's 225:4 SMS 155:22 smuggled 251:13 smugglers 246:14 smuggling 245:18 246:13,18 snowing 33:13 snuck 79:14 so-called 75:18 social 45:9,11,13 53:2 255:11 256:19 286:21 societal 42:14 society 16:10 109:5,14,17 110:6,9 197:18 204:1 224:21 284:6 sociology 272:14 sock 121:1 software 81:8,16 201:12 252:22 255:13 260:20 278:9 software-based 181:13 soldier 64:10 solitary 42:3 solution 244:2 245:20 246:3 264:12,19 282:10 solutions 255:6 278:10 solve 219:4 264:5 267:3 274:9,10 282:20 solved 245:19 279:19 solving 279:15 somebody 74:5 80:1 124:10 138:16 139:19 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 61 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 141:5 142:22 151:9 152:22 205:11 237:17 somebody's 275:18 somehow 111:17 someone 44:20 71:21 75:21 213:9 220:20 221:3 228:5 261:15 274:5,10 someplace 209:8 sometime 51:2 somewhat 188:13 283:11 somewhere 57:22 80:8 168:17 173:14 189:21 207:10 209:16 sophisticated 177:7 244:9 sorry 94:8 145:2 285:3 sort 33:18 72:18 73:12 82:21 234:9 284:1 sorts 168:7 sound 77:22 78:1,2 152:14 sounds 256:10 source 113:2,3 155:18 223:19 224:6 266:2 278:8 279:13 sources 25:22 26:4 63:10 224:5 South 142:19 183:3 space 258:7 span 182:11 spared 40:13 speak 49:8 54:17 111:13,18,19 147:16 170:12,13 190:22 247:17 248:13 SPEAKER 273:12 speakers 55:5 57:6 speaking 128:18 214:22 220:5 spearheaded 228:1 special 35:14 97:14 109:7 280:22 specially 13:18 specific 68:20 74:17 83:17 128:12 160:17 165:5 166:17 248:13,17 249:3,4 268:17 279:22 specifically 120:6 122:12 127:7 177:13 243:22 263:12 274:14 283:2 specifications 263:6 specifics 74:18 specifies 119:4 spectrum 140:15 speculate 103:6 speech 39:1 249:5 spelled 178:13 spend 21:17 150:21,22 250:6 253:2,5 spends 21:19 spent 30:11 123:5 142:17 149:13 256:13 280:4 spite 185:21 spitting 139:5 spoke 81:3 187:1 spoken 239:14 sponsored 112:3 spot 171:20 Spring 156:2 square 116:1 squeeze 25:17 stack 201:8 stacking 170:7 staff 10:14 19:10 20:12 23:13 24:4 30:11 73:4 126:20 130:19 250:12 251:14 252:11 266:4 286:17,20 stand 18:19 198:3 standard 132:14 145:18 258:19 standards 43:5 195:2,9,12,21 standbys 122:4 standing 20:17 31:4 97:19 standpoint 265:21 272:10 278:5 stands 158:6 star 12:20 starred 140:6 start 10:4 22:11,20,21 23:19 25:2 59:22 125:10 127:5 128:22 137:7 143:4 145:2,14 166:15 170:6 174:22 207:6 211:14 221:20 243:16 262:4 268:12 285:22 started 53:17 76:18 139:4 140:10 153:4 155:16 157:10 168:20 170:19 173:10 285:11 starting 55:3 92:17 141:19 148:13 159:8,20 258:18 starts 203:8 startup 266:13 268:1 state 22:6,7 31:18 33:16 43:15 44:22 47:2,13,20 48:1,7 49:2,12,16,18 50:2 51:7,12 52:4,18 54:10 55:22 57:17,18 58:1,2 62:8,12 63:4,15 66:6,15 67:6 73:8 84:11 89:11,12,15,16, 18 94:2 95:13 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 62 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 96:5 99:22 100:2 116:15 118:11 127:22 132:1,14 136:2 156:3 163:8 178:20 179:5 182:9 183:7 184:14 190:7,9 195:14 211:13 240:15 stated 161:14 171:12 244:19 state-mandated 142:18 statement 74:22 117:14 118:3,7 127:6 133:7,22 142:14,16 153:17 167:15 statements 166:11 198:14 states 15:5 18:14 19:1,4,8 46:1 47:16 56:3,20 62:2,3,19,21,22 63:14 67:5,15 86:13 87:19 99:14,21 101:20 131:14 136:3 142:18 157:9 162:1 182:10,15 183:17 197:13 218:20 230:6 239:6 242:11 state's 84:15 179:5 184:17 States 38:12,14 39:11 44:5 112:18 176:9 189:9 198:22 216:4 stations 205:5 253:16,20 254:1 statistics 15:4 198:11 status 125:9 statute 16:15 19:4 65:11 statutory 59:3 62:18 111:1 stay 17:11 21:15 130:1 157:8 174:14 179:22 180:2 192:3 235:3 243:4 255:18 284:6 287:15 stayed 82:21 staying 180:8 stealing 249:17 275:8 Steering 3:3 5:19 Stein 215:7 step 17:15 57:21 83:18 123:19 166:10 178:6 206:3 steps 18:13 37:9 104:9 272:2 stimulating 110:4 stint 235:13 stipulated 270:18 stir 191:10 stop 41:8 62:12,14 187:20 212:9 stopped 184:10 storage 201:3 254:6,16 255:6 257:6 282:6 store 201:2,9 stored 248:14 249:6 storing 255:6 story 266:16 strategy 29:8 stream 123:3 145:5,12 streaming 254:4 street 1:14 191:3 271:1 287:9 stress 132:6 strive 19:6 strong 20:17 23:18 67:11 72:3 124:14 275:8 strong-armed 274:4 stronger 45:18 strongly 46:14 48:10 103:10 structure 14:8 18:10 26:9 27:17 75:8 83:10 101:13 126:3 132:8,15 160:20 175:3 187:4 210:11 212:10 215:4 231:15 232:17 240:18 structures 215:10 stuck 281:16 studies 14:16 15:17 26:14 68:15,16 96:20 128:16 230:5 studying 121:9 206:3 stuff 101:6 201:9 210:9 279:17 Subcommittee 105:9 subcontractor 212:20 subject 10:21 28:12 47:7 116:13 180:17 275:1 submit 32:20 36:4 63:21 94:15 102:8,21 135:19 167:6 228:14 256:9 submitted 39:19 85:10 102:6 112:11 158:9 161:10 submitting 95:19 subpoenas 202:3 subsection 149:12 subsequently 249:7 subsidize 65:14 subsidy 98:5 substance 223:4 substantial 44:15 47:20 substantially 193:16 substantiate 169:12 substantive 25:20 substitute 42:4 success 106:7 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 63 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 253:10 successful 110:8 180:4 257:13 successfully 48:6 257:18 successive 183:10 sudden 103:7 264:5 282:21 suddenly 10:7 65:2 suffering 16:6 222:7 sufficient 70:21 195:5 224:13 suggest 46:17 210:3 240:1 suggestions 220:10 suit 216:6 sum 36:12 148:22 summer 51:3 158:8,20 Summerset 184:20 supervised 254:2,7,10,13,1 8 255:10 257:7 supervision 118:17 259:11 288:7 supplemental 46:2 224:8 supplementary 165:1 supplementing 271:18 supply 245:11,14,15 246:20 support 13:6 14:10 19:15 45:18 52:2 64:17 98:10 106:9,13 110:6 162:11 169:5,6 180:9 201:15 240:21 254:6 261:1 supported 116:21 supporter 20:5 supporting 53:5 supportive 46:6 supports 26:9 supposed 102:6,20 supposedly 102:12,14 Supreme 42:22 43:2 surcharge 77:14 surcharges 25:11 195:16 sure 12:1 16:13 21:12,16 22:3,12 32:19 33:9 34:1,21 43:6 71:18 84:15 103:11 104:10 108:14 109:18 110:17 112:22 129:12 149:11 156:5,14,17 164:9 166:6 180:14 188:3 189:4 197:19 206:21 218:6 224:22 231:11 233:21 242:3,21 265:12 269:22 279:5 284:10 surprised 129:3 surrounding 70:17 survey 15:6 99:21 survive 116:17 suspect 120:16 suspected 81:6,8 Sweeney 3:19 8:3 175:19 204:10,12 212:13 227:9 230:14 242:19 Swift 162:14 switch 125:18 237:21 sync 118:1 system 40:14 41:6,7,13 44:2 55:22 75:20 79:3,6,13 101:14 104:2 119:10 122:20 123:2 133:22 135:6 149:14 162:14 173:16 177:16 179:1 180:9 186:19 190:9 191:20 214:8,11 215:3 225:9 235:15 251:1,7,9,11 253:15 256:12,14 264:14 systems 55:20 75:19 76:19 94:21 104:6,11 122:18 177:7 178:7,18,21 179:11,21 182:10,11 183:19 186:1,18 188:9 190:6,7 205:22 207:18 214:4,13 215:1 240:2 248:9,12 254:9 256:2 257:19 259:10 system's 244:22 251:14 T t5o 225:12 table 37:7 114:1 129:22 234:22 235:4 tablet 253:18 281:21 tablets 253:20 254:1 265:1 tackling 247:15 tacks 119:20 taking 53:19 71:22 97:13 122:21 123:20 125:12 206:3 283:7 286:15 Talila 2:19 5:16 24:17 36:16,20 69:22 272:5 talk 35:5,8 60:13 77:10 78:21,22 96:8 112:7 129:17 140:16 161:21 170:15 172:13 200:16 205:11 235:11 236:21 243:20 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 64 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 252:18 258:15 276:5,6 talked 31:17 67:19 113:5,6 158:5,12 172:19 205:6,20 262:15 264:7 267:5 278:19 281:16 talking 30:13 36:16 93:10 146:6 147:14 157:10 162:4 163:12,22 169:22 188:21 208:13 214:5 276:1 talks 177:13 Talton 191:16 192:18,21 193:22 194:7,20 Tampa 179:16 targeted 243:22 tariff 142:5 151:7 tariffed 145:16 tariffs 145:15 147:5 151:8 task 88:7 tasked 23:14 tax 64:9 218:18 224:11,14 taxes 64:8 118:19 133:9 taxpayers 224:9 team 23:21 209:4 286:21 technical 108:13 201:15 technicalities 77:20 technician 209:9 technicians 201:11 technological 47:2 252:5 technologies 3:18,22 7:21 8:6,15 98:17,20 178:2 197:7 243:20 244:1 253:4,7,11 254:17 258:2 265:6 269:12 270:4 273:9 277:22 278:3 279:6,7 280:21 technology 83:11,12 101:4,10 133:10 177:15 213:2,10 214:12 220:16 246:8 247:3,10 248:7,10,21 249:1,12,19 250:16,22 252:8 257:6 258:10 262:20 267:7,19,21 274:8,22 275:6,11 278:1,12 279:17 282:20 283:11 284:9 Tel 6:19 49:12 50:16,17 100:5 115:4 175:19 204:11 Tel*Link 3:19 4:5 8:4,19 telecom 56:7,14 100:10,20 132:12 telecommunicatio n 28:11 117:12 246:21 telecommunicatio ns 37:19 40:4 41:3 42:2 70:13 72:4 155:3 181:3 286:18 telecoms 57:17 telephone 28:13 38:13 41:1 46:1,21 48:11 57:3 63:5 70:20 81:11 94:21 119:9 131:3 134:1 136:7 143:20,21 144:4 157:16 188:9 191:9,14 192:10 193:18 194:21 195:7,11,13 196:3,6 200:19 203:4 231:13 243:11 244:4 246:1 247:19 248:18 260:17 261:7 269:3 telephones 40:5 194:21 telephony 253:15 Telmate 4:3 8:17 252:20 253:9 255:21 257:13,18 258:9 265:18 270:6 272:19 277:13 Telmate's 252:21,22 253:3 257:20 265:1 ten 20:21 21:8 31:13 68:5 76:17 tends 95:11 Tennessee 56:21 271:17 tens 223:21 tenure 143:20 tenured 105:19 term 63:22 105:6 204:1 211:19 242:13 268:17 terminated 58:19 terms 51:10 66:9 70:7 85:2 87:3 94:11 99:10 113:16 122:2 140:17 145:21 158:7 161:16 167:2 175:11 189:22 190:10,11 198:3 199:8 200:21 201:20 202:7,11 210:5 211:18 215:22 218:19 225:2 228:17 238:6 241:10 273:10 280:20 terrific 19:21 test 249:19 250:1 251:7 testifying 202:4 testimony 30:19 151:16 288:4 tests 250:21 276:18 Texas 115:2 text 155:22 270:8,9 text-based 254:8 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 65 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 Text-Connect 155:9,12 thank 10:2 11:7,10,20,21 13:4,17 19:13,17 20:2,5,11,13 22:14,16 23:1 25:2,4 30:14,15,18 31:17,18 32:1,8,10,16 33:20 36:12,19,20 37:4 43:17,18,19 49:4,5,8 54:12,13,16,18 59:20,21 65:18 74:12,19 80:21 104:14,18,20 106:19 107:14,15 110:16 112:18,21 113:10,11,16 115:6,8 122:5,6 126:8 127:3,21 130:15,17,19 136:10 143:6,8 144:22 148:11 158:1 166:9 174:9,11,17,21 175:21 180:19,20,22 187:17,18,20 190:19,21 196:11,12,14 204:8,9,12,13 206:22 207:4,5 216:16 227:5 230:12 234:21 236:9,11 238:21 239:12 240:9,10 242:17 243:1,5,18 247:11,13,16,17 252:15,17 258:10,11,13,14 262:3 279:21 284:19 285:8,22 286:2,7,16 287:2,13,21 thankful 126:19 127:2 thanking 105:2 thanks 19:14 31:10 212:13 that'll 160:19 that's 11:12 24:10 33:3 55:16 57:10 58:11 60:10 64:13,14 65:14 66:17 67:14 69:16 71:7,20 72:2,15 75:3 79:3 80:16 81:7,17 82:4,20,21 83:17 88:6 94:16 95:10 96:1,18 98:1 101:10 102:5 107:4 109:10 113:16 114:17 124:7,8 125:3 129:7 137:14 139:3,9,11 141:19 144:7,8 145:3,18 147:2,9,10 148:1,2,11 150:14 153:2,3 155:19 156:19 160:12,16,17 164:13 167:19 168:1 170:16 187:5 197:2 201:4,6 202:5,20 203:4,9 204:14 205:21 209:18 210:9 212:5 217:4 218:15 219:2 220:1 221:12 223:1,13 229:20 230:1 233:15 236:22 238:13 239:5 240:22 241:5,19 242:8 262:2,21 269:1,5,7,22 271:5 275:15 277:7 280:2 283:12,20 theme 60:17 152:5 199:18 themselves 24:2 111:13 181:10 233:4 284:5 thereafter 288:6 therefore 28:4,11 29:8 116:13 117:15 179:11 189:19 196:4 225:3 246:12,20 254:13 thereof 120:7 there's 33:1 34:14 36:17 42:8 55:5 56:2 62:18 63:1 64:16 72:20 73:1,10,12 74:7,10 77:6,22 78:1,3 79:15 80:7 82:21 86:19 87:22 96:21 97:4 99:18 100:5 102:7 103:2 124:10,19 134:2 137:16 148:3 160:10 167:10,11 170:22 205:5,8 275:15 280:15 282:21 283:17 they'd 151:11 276:14 they'll 82:13 140:1 213:16 229:15 280:9 they're 32:14,15 33:2,15 35:21 54:9 58:14 65:4 82:10,12,15 88:5 95:18,19 99:1 101:16 112:7 123:20 124:18 125:2,6 130:8,11 135:14 141:1 142:8 154:7 161:14 180:10 186:17,19 188:18 198:19,22 201:13,14 203:5 211:11,12 213:18 219:16 220:22 221:4 233:3,12 235:12 236:18 237:3 238:7,20 239:8 265:16 270:10 277:8 282:2 they've 103:4 118:21 123:2 130:10 136:13 137:22 140:6 143:4 225:11 230:4 273:13,14 thin 56:5 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 66 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 third 27:5 35:5 81:13 120:15,18 138:2 161:19 171:1 172:3 257:11 266:5,9 268:19,20 269:12 Thirdly 12:16 third-party 27:15 78:3 117:22 120:8,11 124:11 164:5 165:16 278:9 thirds 172:5 Thirty-two 139:22 Thomas 3:19 8:3 175:19 204:10 242:17 thorough 135:18 thoughtful 204:5 thoughts 24:3 60:2,5 61:17 65:22 70:1 75:5 91:14 96:16 234:14,16 281:4 thousand 85:18 thousands 38:21 44:18 45:1 108:18 180:17 267:14 threat 29:19 244:22 threaten 248:2 threatening 248:4 251:21 threats 252:3 three-quarters 15:9 three-way 75:18,19 76:19 79:6 81:9 82:11,15 181:12 thrilled 209:15 219:9 throat 75:22 throughout 96:4 128:11 thus 25:12 tickets 95:19 tied 54:9 tiered 26:9 96:20 182:2 187:15 210:9,19 215:3 tiering 96:10,14 210:10,11 211:2,8 214:1 tiers 212:2 ties 14:19 46:3,12 tight 10:18 time-consuming 143:1 257:1 timeframe 228:3 tinker 91:9 tiny 91:2 tirelessly 19:10 T-Mobile 237:18 today 11:12 12:2,21 13:14 18:17 20:13 22:10,22 31:6,9 33:8 35:5 37:2 38:18 47:8 48:5 49:9 54:17 73:10 79:13 105:1 107:13,19 108:1,10 109:10 136:11 142:10 152:1 176:2,6 178:5,15 191:8,12 197:4,12 205:21 221:5 225:13 231:4 247:17 264:7 265:20 267:20 284:18 today's 13:19 18:5 19:18 122:19 tokens 31:17 Tom 2:3 5:2 11:5 107:2 206:7 212:11 Tone 81:10 tones 81:12 tons 78:1 tool 177:9 261:9 264:15 tool-carrying 201:10 tools 145:14 174:3 254:5 255:1 257:2 260:1 284:4 top 12:7 19:16 23:11 32:12 64:3 81:21 85:12 124:17 139:16 147:8 topic 72:9,16 175:1 total 38:12 129:7 139:18 149:7 183:14 241:8 totaling 55:16 totally 205:3 267:16 tote 34:10 touch 21:15 73:11 174:14 touched 84:2 touchpad 81:11 tough 219:2,4 230:9 242:10,16 247:16 286:15 touted 101:2 toward 37:9 104:10 179:19 towards 234:4 257:21 Townsend 3:10 6:18 115:3 136:8,9 147:20 148:8 152:20 153:15 154:14 158:17 171:6 Townsend's 144:12 traced 122:16 track 88:5 158:19 159:3 tracking 129:4 254:15 trade 213:1 262:19 traded 40:22 tradition 122:8 traditional 134:6,8,16 135:1 243:11 270:19 271:12 traffic 201:18 trailblazer 106:14 transaction 171:14 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 67 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 transcriber 11:3 transcript 289:6,10 290:6,10 transcription 11:4 259:17 288:7 289:1,11 290:1,11 Transcriptionist 289:16 290:16 transfer 117:22 120:8,11,16,18, 22 144:18 161:20 162:4 169:22 170:2 transferred 129:21 131:21 transferring 118:4 Transit 105:10 transition 90:4,20 91:3,4,6,7,12 92:11,12,19 220:6,19 222:19 241:1 247:22 transitioned 134:13 transitioning 66:18 92:19 transparence 147:4 transparency 88:3 100:10 132:4 145:7 227:19 transparent 145:11 155:6 229:1 Transportation 105:9,11 transporting 95:2 traveled 287:7 treasure 106:14 treasures 105:5 treated 173:2 treatment 62:5,13 223:5 tremendous 16:21 120:13 153:8 182:12 239:3,13 trend 22:21 trends 89:8 247:3 trendy 108:13 trickle 74:18 tried 57:14 149:6 172:14 trigger 150:10 trips 96:4 trouble 33:17 34:4 95:19 true 121:18 212:19 235:10 256:17 279:13 288:7 289:10 290:10 truly 13:5,13 121:13 176:1 210:13 212:8 trust 118:4,10 216:5 238:10,12 trusting 132:9 truth 109:20 179:13 truthfully 214:17 try 34:13 62:1 80:8 97:5 109:16,17 143:1 174:3 228:21 230:10 trying 34:6 67:12,13,15 74:14 87:7 159:19 188:18 207:14 210:2 228:16 242:16 259:20 280:4,19 TTY 38:11 40:8 77:20 TTY's 40:6 76:22 77:21 turn 20:3 25:1 139:1 145:9 158:3 160:22 175:20 285:1 TURNBULL 289:4,15 turns 275:5 twelfth 105:6 Twenty 220:15 twice 50:9 120:19 163:5 201:7 Twitter 143:13 262:6 two-man 30:10 two-thirds 15:7 172:5 type 83:4 88:21 156:22 204:18,22 205:3 206:10 269:20 typed 289:6 290:6 types 131:17 143:22 146:15 157:17 166:19 188:22 223:8 251:8 262:9 270:3 280:20 typewriting 288:6 typically 47:1 184:2 typing 77:3 U U.S 3:15 7:18 14:1 105:15 119:2 175:16 198:20 249:2 UCC 31:1 UCCmediajustice .org 33:15 UK 276:9 ultimately 131:22 150:21 202:21 215:16 240:13 unaddressed 57:11 unaffordable 16:8 unanswered 18:22 unauthorized 249:12 unaware 264:3 unbelievably 142:3 undergoing 64:15 underlying 128:1 undermine 125:15 underneath 270:18 understand 71:15 74:16 77:21 107:2,6 108:11 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 68 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 135:15 137:15 149:1 207:14 222:1 230:17 231:17 232:21 240:1,7 265:22 271:4 understanding 7:2 23:6,7 75:19 86:15 98:19 104:19,20 132:9 138:10 148:12 175:1,3 199:19,20 211:18 285:19 286:5 understands 71:15 understatement 88:7 undertook 135:21 undervalue 73:21 underwear 202:14 underwrite 122:3 unfair 65:14 157:1 237:1,3 271:7 unfamiliar 265:1 unfinished 36:18 unfortunately 18:19 35:11 64:21 88:9 116:2 177:18 248:1 UNIDENTIFIED 273:12 uniform 193:10 212:6 231:16,18 233:17 uniformity 233:1 uniformly 89:20 unintended 206:1,19 213:7 Union 40:1 124:12 134:3 141:15 162:5,12,16,18, 20 163:2 165:20 166:2,5,8 172:22 173:7,18 unique 18:5 106:7 128:17 191:20 230:6 271:2 UNISYS 212:20 unit 232:20 274:20 United 2:18 5:14 24:16 30:20 38:12,14 39:11 44:5 97:18 112:18 176:9 189:9 198:22 216:4 Unities 84:20 Unitized 33:4 units 220:19 universal 37:3 39:9 97:8,10,13,20 98:7 133:8 University 52:22 unjust 48:11 127:16 157:1 unknown 181:21 unless 136:16 142:21 219:4 Unlike 270:19 unlimited 21:19 unprecedented 39:17 unreasonable 65:1 127:16 157:1 unreasonably 12:13 20:21 unredacted 161:11 unregulated 125:15 unreliable 40:8 unrestricted 245:1 unsolicited 254:12 unusual 112:6 124:19 150:12 unwavering 37:2 unwilling 52:1 unwillingly 65:20 update 152:4 282:3 updated 47:6 51:13 72:4 151:8 152:10 upfront 58:5 271:7 upgrades 254:21 upon 235:8 upper 193:2 ups 80:18 upset 135:10 upwards 14:8 usage 246:10 useful 34:18 92:14 96:11,14,16 98:15 128:21 164:19 165:4 user 25:11 26:18 117:1 202:8 268:9,10 277:7 users 65:3 131:16 270:5 USF 119:7 usually 20:16 108:5 268:1,2 utilities 52:16 56:8,22 57:15,18 84:1 86:10 utility 2:14,16 5:12 6:12 7:9 47:20 48:1,3 57:13 67:7 143:17 utilization 194:17 utilize 33:10 67:14 135:6 V vacuum 103:17,21 validated 134:9 validation 248:12 249:11 value 17:4 74:7 149:7 277:4 values 177:1 variability 150:4,7 203:18 variables 200:7 variation 124:19 169:12 variations 195:17 variety 124:14 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 69 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 137:4 196:2 various 81:12 167:10 178:17 vary 96:5 178:19 203:9 varying 185:21 vast 226:10 245:4 279:16 283:15 vastly 47:14 214:5 vehicle 110:7 280:15 ven 127:13 vendors 142:5 venue 176:19 venues 236:1 verify 69:14 Verizon 65:2 133:11 156:2 198:15 199:2 237:12,16 Vermont 55:22 version 161:11 versus 87:9 91:12 96:6 168:12 188:7 190:11 209:7 211:15 226:13 261:6 vertical 199:21 via 28:15 29:2 40:8 143:12,13 viable 174:7 vibrant 45:15 Vice 3:19 4:4 8:3,18 victims 203:22 206:15 248:5 video 11:2 26:7 28:8,10,14 38:15 41:19 46:20 72:7 115:13 201:14 250:13 254:10 255:11 260:9,10 261:6 270:11,15 271:19,22 272:4,21 videophones 38:17 40:5 70:14 72:6 277:14 videos 254:21 view 67:21 187:21 211:20 village 287:1 Vince 148:10,22 149:20 152:7,13 158:6 160:3 Vincent 3:10 6:18 115:3 136:9 154:6 Vince's 150:18 violation 37:15 147:6 violations 81:7 250:10 violence 277:15 violent 277:16 Virginia 56:21 vis-a-vis 271:2 visit 261:6 270:11,15 271:20 273:2 visitation 26:7 28:8,10,14,19 115:14 255:11 260:11 271:22 272:4 277:14 visitations 271:19 visited 179:17 visitor's 28:15 visits 94:21 254:10 258:19 270:13 271:18 272:21,22 273:1 vital 47:19 vocal 35:13 vogue 63:7 voice 26:7 27:18,22 28:2,6 69:1,8,10,12,13, 15,19 170:22 176:9 194:17 248:9,15,20 249:6,7 250:13 252:7 259:16,20,21 269:9 274:15 voicemail 46:20 259:16 voice-matching 249:6 VOIP 253:10,15 volume 38:12 83:6 96:15 97:3 99:6 209:2 volumes 17:2 96:22 225:14 volunteer 71:5 voting 106:3 VP 230:15 W Wagner 151:2 wait 162:20 waiting 11:3 102:22 103:1 275:19 waiver 169:11,12 wake 140:1 Walgreens 173:14 walk 170:1 200:17 walked 205:18 287:8 wall 260:7,19 261:2,14 270:19 278:19 280:11,14 281:16 walls 14:18 177:19 247:4 284:8 Walmart 170:1 173:14 wane 106:11 Warner 198:16 199:3 warrants 202:4 Washington 1:15 32:1 58:1,2,4 72:19 107:20 179:2 wasn't 21:2,20 33:11 60:4 267:16 wasting 136:17 139:6 watch 166:4 watched 282:18 watching 10:10 watchmaker 119:9 ways 51:5 79:11 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 70 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 80:4,12 90:22 130:12 167:10 211:21 213:18 256:3 259:8 273:13,14 wear 139:14 wearing 206:9 web 133:21 141:13 159:16 172:11,21 173:16 262:5 271:14 website 33:14 87:17 94:2 124:8 133:5 142:7,9 147:4 173:11 we'd 58:22 211:5,8 215:18,19 week 18:18 81:1 102:6 128:22 132:17 165:10 168:16 171:22 202:5 weeks 40:17 weighted 227:2 WEISE 78:7 welcome 5:1 12:21 13:13 114:1 132:13 143:10 227:6 230:13 262:5 welfare 17:6 220:14 224:1 we'll 11:3 20:3 24:5 60:11 89:4 128:22 160:14 203:10 213:11 282:1 283:10 285:1 well-being 48:19,20 well-intended 197:20 we're 10:18 11:2,3,11 21:22 31:5 34:6,13 35:1,2 63:3,4 65:4,5 68:14 76:10 84:19 89:1,4,5,9,13 92:16 95:11 96:1,19 97:5 99:13,20 100:8,9 101:13 102:14,18,20 112:14 121:10 123:14 131:2 136:17 143:5,11 146:6 147:14 162:4 169:19,22 174:17 179:4 197:4 206:2,14 207:5 210:22 211:10 212:20 217:10 218:18 220:5 225:1 228:10,12,15,16 ,21 230:10,20 234:3 236:3 240:7 266:12 272:13 279:6 281:21 282:13,14,15 283:2,13,14,19, 21 284:16 West 198:20 western 124:12 134:3 141:15 162:5,12,16,18, 20 163:1 165:20 166:2,5,8 172:22 173:7,18 we've 21:22 22:1,2 57:12,19 60:17,18 61:1 82:16 84:9,10 88:11 102:21 107:9 122:10 126:3 130:6 131:1,8 143:9 144:2 151:15 153:20 157:12 158:5 159:3 160:13,20 166:10 169:1 196:19 197:9 198:18 200:3,8,9 201:22 202:1 205:6,11 206:19 207:7,12 228:11,13 241:5 260:10 262:15 263:5 264:7 268:14 269:3 278:19 whatever 65:8 79:22 94:15 103:14 119:5,11 129:19 153:10,11 263:20 267:13 268:2 275:2 whatsoever 73:20 Wheeler 2:3 5:2 10:2,6 11:5,7 19:15 20:11 43:20 107:3 181:1 196:15 286:8 Whenever 101:7 Whereas 83:9 wherein 117:8 118:1 where's 161:13 Whereupon 174:19 243:7 287:22 wherever 104:10 whether 30:1,6 61:6,7,8 64:21 83:1,4 90:7 102:7 109:11 127:13 129:18 154:6 157:13 169:18 187:8 188:10 189:15 193:21 204:18 231:9 233:3 240:22 270:22 whistles 233:22 whoever 78:20 79:7 262:13 265:9 whole 63:22 80:11 96:6 99:7 101:13 130:13,14 138:4 148:12 161:9 189:5 190:6 206:2 231:6 273:8 whom 235:18 288:2 who's 73:4 101:15,16 233:2 286:22 whose 246:7 who've 112:15 242:14 wide 24:7 124:14 Wiese 2:21 5:18 24:19 43:19 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 71 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 67:1 Wilkinson 3:3 5:19 24:20 49:7 84:9 86:19 93:8 94:7 William 3:9 6:17 114:22 Williams 177:14 willing 130:11 willingly 65:19 win 116:8,9 wind 139:6 winning 51:19 wins 242:8 wire 19:20 169:22 170:2 wireless 10:16 21:19 133:11 156:2 246:8,10 247:10 253:17,19 270:17 271:6 wireline 2:7,10,12 5:7,9 6:7,9 7:5,7 8:9,11 9:3 23:13 243:11 286:18 wish 13:17 30:9 witnesses 197:19 203:22 206:15 248:6 woman 105:16 women 20:17,18 21:7 36:3 48:15,19 women's 211:15 wonder 82:18 98:14 149:9 156:11 158:11,13 161:20 265:8 wonderful 196:17 220:4 267:4 wonderfully 106:20 107:18 112:17 wondering 83:2 Wood 158:21 woods 227:22 work 17:16 22:5,12 36:13 47:10 49:2 67:22 70:7 74:1 77:21 95:11 106:2 107:22 108:1 109:8 126:20 127:20 135:17 149:2,20 158:20 176:11,13 179:5 196:20 205:4 212:10 230:4 238:20 239:13 241:20 247:18 273:3 279:12 worked 19:10,18 45:19 53:4 70:7 131:12 205:14 241:7 working 23:16 35:20 40:5 85:3 109:6 126:15 163:10,13 174:15 217:5 228:15 272:16 works 44:1 77:20 238:14 241:18 242:22 workshop 1:6 10:21 11:1 12:22 13:19 18:5 19:18 23:17 25:6 35:2 73:6,7 74:13 106:11 115:9 148:12 243:20 252:16 287:22 workshops 48:5 107:13 world 20:16 44:6 56:15 75:9 173:17 244:11,17 worried 180:5 worry 65:4 worse 77:1 140:5 221:10 worst 149:3 150:19 178:8 worth 113:20 201:6 worthwhile 20:7 worthy 222:6 223:12 Wright 3:4 5:21 20:20 24:21 54:15 61:20 75:10 76:15 87:15 99:18 114:19 126:13 222:11 write 32:15 writing 63:4 written 54:3 wrong 66:12 197:21 wrongful 41:15,16 wrote 31:21 32:8 54:1 85:9 www.PrisonPhon eJustice.org 87:18 Y Yahoo 255:17,18 YANOSY 290:4,15 yards 126:18 yea 164:10 year's 51:16 yelling 206:7 yellow 226:20 yesterday 187:1 yet 34:16 101:3 139:4 143:5 157:22 169:4 182:15 185:20 244:11 York 51:18 52:18,22 63:15,18 84:21 85:6,8,10 86:14 99:22 101:21 182:14,20 207:10,20 212:19 225:10 you'll 81:12 229:10,11,18,19 ,20 young 16:5 you've 67:18,19 70:1 82:9 90:16 96:4,21 144:2 166:16 174:12 198:10 205:3 262:18 263:2 269:5 270:18 Capital Reporting Company Workshop on Further Reform of Inmate Calling Services 07-09-2014 Page 72 (866) 448 - DEPO www.CapitalReportingCompany.com © 2014 Z zero 183:9 202:11 250:18 Zesiger 2:10 6:8 8:10 22:16 113:22 143:8 144:22 148:9,20 149:5 150:16 151:13 152:12 153:12 156:4,6 158:1,3 160:2,15,21 164:1,4,9 165:13 166:9 174:9 243:14 265:4 268:6 269:22 271:13 273:7 280:18