Correctional Facility Technical Support

Facility Support

We work hard to build trusted, long-term relationships with our customers and understand that nothing accomplishes this as effectively and reliably as keeping our promises. Our customers know that they can rely on us to make good on our promises and that we will always operate with the highest levels of integrity. And we know that our reputation is only as good as our customers’ most recent experience with us.

Each customer has an assigned technician to answer questions, assist users, pinpoint problems and resolve issues. Your satisfaction is your technician’s prime concern. Knowing your technician’s face and name gives you the confidence that someone at GTL knows your needs and is working to meet or exceed them.

Each quarter of the year, GTL surveys all customers for a service rating. Periodic on-site service reviews are performed at selected facilities. Review topics include overall system performance and reliability, service issues since the last visit and your facility’s revenue trends. The annual site review is also our opportunity to listen to your ideas for improvement. Many of our design features come from these meetings.

Every incident, whether it is discovered through continuous diagnostics or reported by a customer, results in a work ticket that requires immediate attention by your personal service technician or the appropriate team within GTL. Tickets are meticulously tracked by a very sophisticated customer relationship program (CRM), which eliminates unattended problems. Management attention to punctual problem resolution is a high priority.

24/7 Tech Support –
Our customers know their Tech Support Representative by name and are assured of immediate response to their questions and issues.

Get the help you need by visiting our Technical Support page and submitting a support request or giving us a call.

Facility Support

In the push to reduce the recidivism rate, correctional facilities are moving away from a traditional layout to one that is designed for inclusiveness and keeping inmates engaged with outside society. Studies have shown that maintaining a support structure is a key component to keeping inmates on the right path to successful reintegration into society after release. In Australia, a new maximum security prison opened this year that includes no cells. Instead, inmates are housed in dormitory-style accommodations with 25 inmates in 16 ‘pods’ that offer more access to education, entertainment, and communication with friends and families. This novel move seeks to enhance inmates’ daily lives by making these services more accessible and improve re-integration into society. Inmates have access to technology that connects them with friends and family members, news, books, movies, education, games, and more. They are required to work for up to five hours during the day and pursue education and other programs in the remaining time. This progressive approach aligns with GTL’s vision of technology and education being available to every inmate. “GTL has the technology portfolio to enable correctional facilities to execute their strategies,” said Gad Tobaly, President, GTL International. “Whether those strategies are similar to the open-plan jail approach or focus on a more traditional environment, we offer the innovations to help facilities become safer and more secure while providing inmates with access to programs that improve their lives during and after incarceration.” GTL creates new technologies and advocates for tablets, education, and other programs to help reduce recidivism rates. “These new facilities highlight the need for technology in corrections,” said Eric Gonzalez, Executive Director, Technology and Implementation Services. “Today’s inmates are digital natives, having grown up in the age of computers, cell phones, tablets, and more. It is only logical that providing them with technology and programs to learn and better themselves through those access points is the direction that corrections is taking.” As part of GTL’s ongoing mission to keep our offerings in line with global corrections trends, the company will once again be a sponsor at the International Corrections & Prisons Association (ICPA) Annual Conference. This year’s conference is being held at the Montreal Marriott Chateau Champlain in Montreal, Canada. The conference theme of “Beyond Prisons: The Way Forward” will draw discussion on the underpinning philosophies, strategic direction, policies, and practices being instituted across the globe. More than 500 delegates from over 70 countries attend this prestigious conference. GTL and two collaborating organizations will present on two topics that relate to the use of technology in aiding the corrections and criminal justice systems. “Transforming the Inmate Environment: How and Why Facilities are Implementing Tablet Programs” will discuss how technology is used to humanize correctional efforts and will take place on Tuesday, October 23rd at 11:00 a.m. in Maisonneuve A Room. “Virtual-Enabled Justice: Delivering Swifter Outcomes and Improved Victim and Witness Experience” will discuss the use of technology to create ‘virtual courts’ that fuel efficiency, safety, and security, and will take place on Tuesday, October 23rd at 3:30 p.m. in Maisonneuve A Room. To learn more about our technology solutions, contact GTL today.