Automated Information Services (AIS™)Routine Jail Calls Handled in the Cloud

Ted RadeyCEOTelerus, Inc.Direct: 303.928.1015Cell: 303.875.2793www.telerus.comtradey@telerus.com

AIS TM

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Today’s Routine Citizen Phone Calls

How do I pay her/his bond?

Is he there?

What are his charges?

How can I talk to him by phone?

Can I pay the bond with a credit card?

What’s hercourt date?

Where is the jail? Can you give me directions?

How do Imake a deposit?

Where is court held?

When can I visit him?

Howmuch is

hisbond?

Can I drop off

her meds?

How do I send money? What about mail?

When will she be released?

When can I pick up her property?

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Today’s U.S. Local Jail Realities Average of ½ citizen phone call per

inmate per day 100 ADP = 50 calls per day 500 ADP = 250 calls per day 2,000 ADP = 1,000 calls per day

Most facilities answer routine phone calls manually – one after another

Staff members stressed, overloaded – peak hours and spikes are problematic

Citizens experience long holds, busy signals, no answers during ordeals that are already stressful

Multitasking…booking/release errors: bad press

Budget cuts: understaffing typical, headcounts being reduced or kept static

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Are These Necessary Realities?

Times may be tough all over, but NO! The AIS™ Solution: work WITH citizens, not

FOR citizens AIS™: IVR platform “in the Cloud” and

specifically designed for local jails Citizens independently obtain routine inmate

and facility information while staff members are free for other tasks

Surprisingly affordable - simplifies procurements so facilities can deploy quickly

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Today’s Citizen Call Management

Jail Management Teams are resourceful and creative with what they have

Human resources: front desk, central control, booking, civilians, officers, captains, wardens, sheriffs

Phone Systems: intelligent call routing, queuing, phone “trees,” voicemails

Operations: business hours, after hours, rollover, round robin, ring all

Manually answering all calls has clear limitations: particularly along with responsibilities for safety, security, accuracy

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Citizen Call Management with AISTM

PUBLIC

Off Site Server Farm “In the Cloud”

80% automation rate

Internet

JAIL

Jail Mgmt System

(JMS)

FTP – Flat Files FTP – Flat Files

Remaining Citizen Calls (Non-automated)

Routine citizen phone calls from friends, family, bondsmen, attorneys

dialing the same published number(s) as always.

Notes: Citizens dial the same number as always, but are routed to the AIS Data Center “in the Cloud,” which automates an average of 80% of all calls. Citizens hear each facility’s greeting and configured features based on the number dialed. Citizens access inmate specific case information referenced from import “flat files” or current population reports exported out of the jail’s host JMS and transmitted to the AIS data center via FTP in predetermined intervals (15 minutes is default). The remaining non-automated calls averaging 20% are routed to a number specified by the jail and can come in just as phone calls do today… only in much smaller quantities.

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AISTM: Smarter Call Management All calls during peak hours are

answered quickly and consistently

80% automation – 4 out of 5 calls vanish!

VERY substantial and measurable man hour savings

Computers handle “mindless” questions, expensive staff members saved for the complex

Less stress, better job satisfaction

Improved focus, accuracy, safety, security

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AISTM: Smarter Call Management Feature Rich

English and Spanish Speech Recognition Inmate Case Info: IE: Charges,

Bond Amount, Bond Type, Warrants/Holds, Visitation Times, Court Dates, Projected Release Dates.

General Facility Info: IE: Location/Directions, Policies for Sending Money, Sending Mail, Visitation, Prescription/Meds, Inmate Phone Accounts, Court Information, Commonly Requested Phone Numbers.

Configurable Scalable and Robust

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Today’s Citizen Service Issues

Fact: Most citizen phone calls are not getting answered on a timely basis

Citizens get frustrated– Long holds are bad– Busy signals are worse– No answers are the worst

Citizens complain– “My son is in jail and you won’t even pick up the

phone!”– “I’m a taxpayer and am entitled to information - now.”– “Who’s running this facility?”– “The Sheriff doesn’t have my vote in the next

election.”– “This is ridiculous – I’m going to write a letter.”

Citizens argue: “That bond amount can’t be right.”

Citizens appeal: “He’s really not a bad kid, it was the crowd…”

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Citizen Service with AISTM

All calls are answered within three rings… even 100+ in the same minute!

Citizens receive a quick and easy self service option to simply speak the name of an inmate or type of facility information desired in English or Spanish

Citizen stress is relieved with information during a difficult process

Information from the system sounds “official” and is less likely to be debated

Fewer long winded appeals for leniency

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Today’s Local Budgets Almost all budgets are tight Some are in crisis Detention facilities a large

portion of most budgets and their expenses are under particular scrutiny

Adding to current headcounts is uncertain and challenging – at best

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Local Budgets with AIS

Labor savings from 80% automation is clear and measurable

Staff members can be redeployed, circumventing uncertain requests

Voice automation can be cited as a cost cutting measure to local administrators and commissioners

Voice automation can be publicized as a smarter government measure that cuts agency costs while improving citizen service

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Local Budgets with AIS

$12 $14 $16 $18 $20 $22

100 $14,454 $16,863 $19,272 $21,681 $24,090 $26,499

250 $36,135 $42,158 $48,180 $54,203 $60,225 $66,248

500 $72,270 $84,315 $96,360 $108,405 $120,450 $132,495

750 $108,405 $126,473 $144,540 $162,608 $180,675 $198,743

1000 $144,540 $168,630 $192,720 $216,810 $240,900 $264,990

1500 $216,810 $252,945 $289,080 $325,215 $361,350 $397,485

2000 $289,080 $337,260 $385,440 $433,620 $481,800 $529,980

2500 $361,350 $421,575 $481,800 $542,025 $602,250 $662,475

3000 $433,620 $505,890 $578,160 $650,430 $722,700 $794,970

Gross Annual Savings Quick Reference Chart

“All-in” Hourly Labor Cost

Aver

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Notes: This chart assumes the average incoming call volume of ½ call per day per inmate. Some facilities receive twice that many and some half.

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Today’s Procurements and Implementations

The public, co-workers, other agencies criticize system expenses, transitions, and defects.

RFP’s take months and months, consuming staffing resources every step of the way.

Software and hardware systems quickly become obsolete and the process starts all over again.

Complex software systems that create efficiencies, such as JMS, take months, even years, to configure.

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The AIS Procurement

No Long-TermContract or Setup Fees

…month-to-monthservice… pay as

you go.

RFP’s Rarely Required

…the commitment is well under the RFP threshold for most facilities… especially given

the payoff.

Easy to Get Started

…service can be initiated from a

five-page service agreement

or P.O. from Purchasing – your

choice.

Simple Recourse…If anyone

questions the procurement, it could easily be

cancelled, but we know that it will

not be pried away once

turned up.

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The AIS Implementation

Hosted “in the Cloud” with no onsite hardware or software to install.

Completed 100+ turn-ups, more than all competitors combined.

Software always kept current through centralized, offsite updates.

Expert project teams have configurations down to a science, can be completed in a few weeks.

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After AIS Review usage summary reports during quarterly service

reviews to fine tune call flow and improve performance.

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After AIS

Join Established User Community “Borrow” features from other facilities. Suggest new

features that may benefit other facilities…membership benefits increase with each new

member.

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After AIS

“Before AIS™, working at the booking desk was just terrible. The phones never stopped ringing and it was really hard for callers to get through.”

- Bibb County, GA

“If we had not had AIS™, we most certainly would have had to request additional staff to answer phone calls. AIS™ also helped reduce booking errors and citizen complaints.”

- Elkhart County, IN

“AIS™ has drastically reduced the need for staff to handle calls from the public. The automated system has streamlined inmate information access which has had a direct effect on our operational efficiency.”

- Jefferson County, CO

“Someone came back from vacation just after AIS was installed and reported that there was a problem with the phones because they weren’t ringing anymore.”

- Lorain County, OH

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Next Steps

Give it two months - if the differences are not clear and obvious, you may opt to cancel, but don’t bet on it! Implement: tell us

about your operations and start sending us current population reports.

Sign five-page service agreement OR have Purchasing issue a PO.

Maintain a true win/win private-public partnership. We provide outstanding service so to earn our fee every month. You provide feedback and tell other facilities that there is an easier way to manage citizen phone calls.

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