030ADV25R0009 0001.pdf

5. PROJECT NUMBER (if applicable)

CODE7. ADMINISTERED BY

2. AMENDMENT/MODIFICATION NUMBER

CODE

6. ISSUED BY

8. NAME AND ADDRESS OF CONTRACTOR

4. REQUISITION/PURCHASE REQ. NUMBER3. EFFECTIVE DATE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED

PAGE OF PAGES

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED

BPA NO. 1. CONTRACT ID CODE

FACILITY CODECODE

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

E. IMPORTANT:

is extended,

(a) By completing Items 8 and 15, and returning __________ copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY is not extended.

12. ACCOUNTING AND APPROPRIATION DATA

(REV. 11/2016)

is required to sign this document and return ___________ copies to the issuing office.is not, A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

15C. DATE SIGNED

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER

Contractor

16C. DATE SIGNED

14. DESCRIPTION OF AMENDMENT/MODIFICATION

16B. UNITED STATES OF AMERICA

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER 16A. NAME AND TITLE OF CONTRACTING OFFICER

15B. CONTRACTOR/OFFEROR

STANDARD FORM 30 PREVIOUS EDITION NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.243

(Type or print) (Type or print)

(Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

(Number, street, county, State and ZIP Code)

(If other than Item 6)

(Specify type of modification and authority)

(such as changes in paying office, appropriation date, etc.)

(If required)

(SEE ITEM 11)

(SEE ITEM 13)

(X)

CHECK

ONE

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

(Signature of person authorized to sign) (Signature of Contracting Officer)

1 60

See SCHEDULE

Contracts and Grants Directorate Library of Congress

101 Independence Ave. SE LA 325 Washington DC 20540-9411

Contracts & Grants Directorate Library of Congress

LA 325

101 Independence Av SE Washington DC 20540-9411

To all Offerors/Bidders

030ADV25R0009

See CONTINUATION Page

See page 2

Vega, Cristina x

BLOCK 14 ADDENDUM

The purpose of this amendment is to:

1. Answer questions submitted, and

2. update Section L.4 Submission Instructions.

All terms and conditions remain the same.

Table of Contents

SECTION B - SUPPLIES OR SERVICES AND PRICE/COSTS

B.1 LC52.216-3 CONTRACT TYPE (JUN 2016)

B.2 PRICE/COST SCHEDULE

ITEM INFORMATION

SECTION C - DESCRIPTION/SPECIFICATIONS/STATEMENT OF WORK

SECTION E - INSPECTION AND ACCEPTANCE

SECTION F - DELIVERIES OR PERFORMANCE

F.1 DELIVERY SCHEDULE

F.2 LC52.215-5 PLACE AND PERIOD OF PERFORMANCE (JAN 2019)

SECTION G - CONTRACT ADMINISTRATION DATA

G.1 LC52.201-3 CONTRACT ADMINISTRATION (AUG 2015)

G.2 LC52.232-1A LIBRARY OF CONGRESS INVOICE INSTRUCTIONS (OCT 2016)

G.3 LC52.232-2 SCHEDULE OF PAYMENTS (JUN 2015)

SECTION H - SPECIAL CONTRACT REQUIREMENTS

H.1 LC52.201-1 CONTRACTING OFFICER'S REPRESENTATIVE (COR) APPOINTMENT AND AUTHORITY (JAN 2016)

H.2 LC52.203-1 CONTRACTOR PUBLICITY (OCT 2013)

H.3 LC52.204-3 INFORMATION SYSTEMS SECURITY (JUL 2024)

H.4 LC52.204-4 CONTRACTOR EMPLOYEE FITNESS (SEP 2024)

H.5 LC52.209-1 CONFLICTS OF INTEREST (OCT 2013)

H.6 LC52.212-2 SUPPLEMENTAL LICENSE AGREEMENTS (JUL 2017)

H.7 LC52.237-1 KEY PERSONNEL (AUG 2014)

H.8 LC52.237-2 CONDUCT OF WORK (MAY 2015)

H.9 LC52.239-1 INFORMATION SECURITY (APR 2021)

H.10 LC52.239-4 SECTION 508 COMPLIANCE (JAN 2015)

PART II - CONTRACT CLAUSES

SECTION I - CONTRACT CLAUSES

I.1 52.252-2 CLAUSES INCORPORATED BY REFERENCE (FEB 1998)

I.2 52.204-21 BASIC SAFEGUARDING OF COVERED CONTRACTOR INFORMATION SYSTEMS (NOV 2021)

I.3 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT STATUTES OR EXECUTIVE

ORDERS—COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES (NOV 2024)

I.4 52.217-6 OPTION FOR INCREASED QUANTITY (MAR 1989)

I.5 52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)

I.6 52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000)

I.7 52.227-17 RIGHTS IN DATA—SPECIAL WORKS (DEC 2007)

I.8 LC52.212-4 CONTRACT TERMS AND CONDITIONS - COMMERCIAL ITEMS (DEV) (FEB 2016)

I.9 LC52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT STATUTES OR EXECUTIVE

ORDERS - COMMERCIAL ITEMS (DEV) (MAY 2015)

I.10 LC52.232-25 PROMPT PAYMENT (DEV) (JUL 2013)

I.11 LC52.233-1 52.233-1 (DEV) DISPUTES (MAY 2014)

PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS

SECTION J - LIST OF ATTACHMENTS

PART IV - REPRESENTATIONS AND INSTRUCTIONS

SECTION K - REPRESENTATIONS, CERTIFICATIONS AND OTHER STATEMENTS OF OFFERORS

K.1 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS—COMMERCIAL PRODUCTS AND

COMMERCIAL SERVICES (MAY 2024)

SECTION L - INSTRUCTIONS, CONDITIONS, AND NOTICES TO OFFERORS

L.1 LC52.215-1 PROPOSAL SUBMISSION INSTRUCTIONS - BEST VALUE TRADE-OFF (JUL 2016)

L.2 LC52.233-2 PROTESTS TO THE LIBRARY OF CONGRESS (DEC 2013)

SECTION M - EVALUATION FACTORS FOR AWARD

M.1 LC52.215-2 EVALUATION - BEST VALUE TRADE-OFF (FEB 2020)

030ADV25R0009 Section B

SECTION B - SUPPLIES OR SERVICES AND PRICE/COSTS

B.1 LC52.216-3 CONTRACT TYPE (JUN 2016)

This is a Firm-Fixed-Price contract.

(End of Clause)

B.2 PRICE/COST SCHEDULE

ITEM INFORMATION

ITEM

NUMBER

DESCRIPTION OF

SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

0001 12.00 MONTH __________________ __________________

BARD and e-Reader Support Services, Base Period See SOW Section C

Contract Period: Base POP Begin: 03-11-2025 POP End: 03-10-2026

0101 12.00 MONTH __________________ __________________

Option Year 1: BARD and e-Reader Support Services, Base Period See SOW Section C

Contract Period: Option 1 POP Begin: 03-11-2026 POP End: 03-10-2027

0201 12.00 MONTH __________________ __________________

Option Year 2: BARD and e-Reader Support Services, Base Period See SOW Section C

Contract Period: Option 2 POP Begin: 03-11-2027 POP End: 03-10-2028

0301 12.00 MONTH __________________ __________________

Option Year 3: BARD and e-Reader Support Services, Base Period See SOW Section C

030ADV25R0009 Section B

Contract Period: Option 3 POP Begin: 03-11-2028 POP End: 03-10-2029

0401 12.00 MONTH __________________ __________________

Option Year 4: BARD and e-Reader Support Services, Base Period See SOW Section C

Contract Period: Option 4 POP Begin: 03-11-2029 POP End: 03-10-2030

GRAND TOTAL __________________

030ADV25R0009 Section C

SECTION C - DESCRIPTION/SPECIFICATIONS/STATEMENT OF WORK

C.1 PROJECT TITLE

BARD and eReader Support

C.2 OVERVIEW

C.2.1 Background

The National Library Service for the Blind and Print Disabled (NLS) provides reading materials in audio and braille formats to U.S. residents and to U.S. citizens living abroad (hereafter referred to as patrons) who are unable to use conventional print materials because of visual, physical, or learning disabilities.

NLS annually produces approximately 4,500 talking book titles, 45 audio magazine titles, 500 braille titles, 30 print/braille books, and 33 braille magazines. This represents approximately 2 million digital talking book cartridges, and 30,000 braille title copies.

Approximately 98% of the reading materials are produced under contract to NLS, the remainder by NLS. Materials produced are distributed to more than 500,000 patrons through a network of 96 regional and sub-regional libraries, and advisory and outreach centers across the 50 states and US territories’ (hereafter referred to as network libraries). A digital talking book (DTB) comprises a set of electronic files that together constitute a digital talking book. A DTB is based on the standard ANSI/NISOZ39.86-2002, whose creation was led by NLS, starting in 1997. The files are created and arranged to present print information to the reader in audio formats, the most common being human speech.

NLS provides the books, playback machines, and other materials to a network of cooperating libraries, which in turn extend NLS services to eligible patrons within their geographical service area. The libraries are not administratively responsible to NLS, nor are they funded by NLS. The United States Postal Service carries the materials to and from the patrons as “Free Matter for the Blind”. Network libraries range in size from one staff member and a few hundred patrons to more than fifty staff members and more than twenty thousand patrons. Circulation may range from a few dozen books per day to several thousand per day.

Audio masters for talking books and magazines are now being produced in DTB format, with digital cartridge versions of the book being made for distribution to network libraries and audio magazines circulated directly to patrons through an NLS contractor.

During the last decade, NLS has been engaged in a major project to convert reading material production from analog to digital technology that has now been concluded. NLS is now working toward completing phase two of this project, conversion of braille titles, and music, to a digital format.

NLS Contractors (hereafter called producers) are assigned books and magazines to narrate or transcribe into braille. After narrating a book or magazine, the master copy of the book or magazine is sent to NLS via the internet for quality assurance approval. After approval, the producers mass-produce the books, sending the items directly to NLS network libraries. Each library receives a given number of copies based on its anticipated demand for the title. The process where libraries indicate the number of copies they wish to receive is called “copy allotment.”

Patrons normally do not visit the library in person to select or pick up books or magazines. Almost all circulation is provided through postal mail. NLS books and audio magazines are loaned to patrons and returned to the network library (or NLS producer) for further circulation.

Producers send braille magazines directly to patrons based on subscriber data received from network libraries via the NLS database Patron Information Machine Maintenance System (PIMMS). Braille magazines are kept or discarded by patrons and not circulated through the network libraries.

Braille magazines can also be downloaded from BARD and can be read using a refreshable braille display. Magazines produced in audio are delivered through the U.S. mail on digital cartridge on loan or can be downloaded from BARD.

Libraries are responsible for processing the book circulation and magazine subscriptions and for maintaining patron information.

Audio magazines are sent through the Magazine on Cartridge (MOC) system maintained by an NLS producer that custom-produces and mails digital cartridges with the current issues of the magazine a patron has requested, on loan to the patron who returns after reading. For further information on the Systems, see Attachment A4 Background on Systems.doc

C.3 SCOPE

The National Library Service for the Blind and Print Disabled (NLS) is seeking a contractor to perform end user support for the NLS Braille Audio Reading Download (BARD) website, the BARD Mobile app, BARD Express, and Braille eReader. The contractor shall perform end user support to blind and/or print disabled users of the National Library Service for the Blind and Print Disabled (NLS) Braille Audio Reading Download (BARD) website, BARD Mobile apps, BARD Express, and Braille eReader device.

Work will consist of:

Providing support to BARD system users via email or telephone to resolve problems encountered using the BARD website, BARD mobile app, BARD Express, and/or the Braille e‐Reader; directing patrons to online documentation; and/oe assisting users with the process of signing up to use BARD.

Collecting statistics on such assistance and generating subsequent reports.

Testing periodic upgrades to the BARD website, BARD mobile app, BARD Express, and/or Braille eReader for possible accessibility issues and reporting these problems to NLS staff.

Performing periodic postings to the BARD support listserv or Braille eReader listserv to provide online answers to common BARD support questions.

Performing periodic updates to the BARD and eReader FAQs in order to provide online answers to common support questions.

Throughout this and other referenced NLS produced documents, the users of NLS services are referenced as either “users” or “patrons”.

When just the term “BARD” is used, it implies all aspects of BARD service (i.e., BARD website, BARD mobile app, and BARD Express).

The BARD website, BARD mobile app, and BARD Express are password protected and use is restricted to patrons who have been approved to use NLS services (see https://www.loc.gov/nls/how-to-enroll/apply-for-nls-services/#eligibility-guidelines). The users of BARD or BARD mobile/Express are blind and/or are print disabled.

C.4 REQUIREMENTS

C.4.1 Overview

The contractor shall provide support to users of the BARD website, BARD mobile app, BARD Express, and the Braille e- Reader device, via requests received via the nlsdownload@loc.gov email or other interface implemented by NLS.

The contractor shall:

• Monitor nsldownload@loc.gov and the BARD-SUPPORT listserv for new requests for support.

• Reply to the sender of these email messages (in the case of nlsdownload@loc.gov) or send email to the sender (in the case of BARD-SUPPORT) to provide such support.

• Provide service across a 12-hour period from 8:00 am to 8:00 pm EST, each day, Monday through Friday.

C.4.2 Tier 2 Support for BARD

The contractor will use a Library of Congress Microsoft Outlook email account, owned and managed by NLS, called nlsdownload@loc.gov, to provide Tier 2 support for the following functions, via email or telephone:

• Resolve user-identified problems with the BARD website, BARD mobile app, BARD Express, and Braille eReader device.

• Resolve user-identified problems with NLS-produced audio or braille books and magazines accessible via the BARD website, BARD mobile app, BARD Express, and Braille eReader device.

• Assist patrons with the use of BARD, the BARD mobile app, BARD Express, and Braille eReader device.

• Assist patrons with the use of NLS Voyager catalog when the catalog is used to access audio or braille books and magazines contained on the BARD website.

• Assist patrons with specific contractor-authorized administrative functions, such as resetting a password.

• Direct patrons to online documentation for the BARD website, BARD mobile app, BARD Express, and Braille eReader device.

• Assist patrons with the process of registering to use BARD.

• Assist patrons with how to contact their local NLS affiliated library.

• Assist patrons with the use of accessibility software as it pertains to the use of the BARD website, BARD mobile app, BARD Express, and Braille eReader device.

• Assist patrons with resolving problems associated with difficulties downloading audio or braille books and magazines contained on the BARD website.

• Assist patrons with resolving problems associated with difficulties playing audio books and magazines on an NLS digital player or NLS-authorized third-party player. Support in this case is limited to issues surrounding the integrity of the book or magazine file and issues associated with transferring the file to a thumb drive or cartridge.

C.4.3 Tier 2 Support for Braille e-Reader Device

Support requests for the Braille e-Reader are directed to the nlsdownload@loc.gov email address from Tier 1 support staff at NLS network libraries and contain reports of technical support issues and any actions that have been taken by Tier 1 support. The contractor will provide Tier 2 support for the Braille e-Reader device via telephone as follows:

• Assist patrons with resolving problems associated with difficulties downloading and reading braille materials on the Braille e-Reader device. Support in these cases is limited to issues surrounding the integrity of the book or magazine file and issues associated with transferring the file to a thumb drive or cartridge.

• Orient patrons to all controls.

• Outline the basic reading functions: 1) transferring BR books from the cartridge to the device, 2) login/search/download from BARD, and 3) list, open, read, navigate, and bookmark content.

• Explain more advanced functions: 1) file management, 2) Wi-Fi connection, 3) Bluetooth pairing, and 4) how device manages power.

• Provide assistance with Braille e-Reader connection problems for patrons using BARD Mobile and connecting to computers.

• Provide assistance to patrons seeking to use their mobile devices to read NLS material on a third-party braille display or the NLS e-Reader.

• Assist with troubleshooting when the problem is undetermined.

• Provide consultation services to NLS network library Tier 1 support staff upon request.

• Assist with determinations for repair versus replacement.

• Complete technical support logs pertaining to the Braille e-Reader device and submit them to NLS biweekly.

C.4.4 Data Collection and Reporting

C.4.4.1 The contractor shall cooperate with all NLS data collection metrics (Attachment A1) by collecting and reporting in a timely manner specific statistical information related to the eReader device identified by NLS.

C.4.4.2 The contractor shall collect statistics on the requests for support for BARD and generate monthly reports based on the collected statistics. Sample reports are included in Appendix A, “Attachment A1 – Sample Statistics Report”. The BARD Operations Supervisor or his/her designee will provide a list of request categories. Each question or request for assistance must be categorized into the applicable categories. The list of categories may change during the contract. The categories may be changed at any time by the BARD Operations Supervisor. At least 5 business days written notice will be given to the contractor for a unilateral change made by the BARD Operations Supervisor. Changes made by mutual agreement may take place at the time agreed to by both parties.

C.4.5 Email Responses

C.4.5.1 All email responses shall include the original email message. Email responses shall be written in a helpful, courteous, and professional manner. Correct spelling and grammar shall always be used. Each email response is to be signed with the name of the individual who authored the response.

C.4.5.2 The contractor shall, when appropriate, use email templates to ensure email responses are complete and consistent. The use of email response templates (precomposed email responses to common requests for assistance) is encouraged when appropriate. NLS will provide the contractor a list of currently available templates. The contractor is encouraged to create new templates for common email support requests. Prior to use, the BARD Operations Supervisor will review any new templates for the contractor to verify the correctness of the template. The current templates are included in Appendix A, “Attachment A2 – Email Templates”.

C.4.6 Out of Scope Emails

C.4.6.1 The contractor shall handle messages that are NOT in scope of the Tier 2 support outlined above, but still relevant to NLS, by responding to the sender indicating that message has been forwarded to an appropriate NLS staff member. The response shall include the original email message. The BARD Operations Supervisor or the supervisor’s designee shall be copied on the response and shall forward the message to the appropriate NLS staff member. For example, a BARD user may send an email message to nlsdownload@loc.gov containing a request that NLS add a particular function to the BARD website or to BARD Mobile. The patron should be notified that their question has been forwarded to the appropriate NLS staff for consideration.

C.4.6.2 The contractor shall handle messages that are NOT in scope of the Tier 2 support outlined above and NOT relevant to NLS by responding to the sender indicating that they are unable to assist the sender. The contractor shall use an authorized email template for this purpose. The BARD Operations Supervisor or the supervisor’s designee shall be copied on the message.

C.4.7 Email Management

The contractor shall manage email messages in the nlsdownload@loc.gov email account. The contractor shall not delete email messages from the nlsdownload@loc.gov account without prior approval of the BARD Operations Supervisor or his/her designee. The contractor shall move email messages and responses into an appropriate folder in the nlsdownload@loc.gov account based on their current status. The folder layout and criteria for moving each item will be established and documented by the BARD Operations Supervisor at the beginning of the contract. The layout and criteria for moving messages may be changed at any time by the BARD Operations Supervisor. At least 5 business days written notice will be given to the contractor for a unilateral change made by the BARD Operations Supervisor. Changes made by mutual agreement may take place at the time agreed to by both parties.

C.4.8 Duplication of Reported Problems

The contractor shall, when appropriate, attempt to duplicate reported problems with the NLS BARD website or materials before directly responding to the user or forwarding to NLS staff for resolution. The purposes of such actions are to confirm a reported problem or to gain insight into the problem. An example of this would be in the case of a report of an audio book not playing. The audio book in question can be downloaded and an attempt made to play it. This would confirm the reported problem.

C.4.9 Administrative Support

C.4.9.1 The contractor shall take specific administrative actions in support of a BARD user request according to written policy. A list of actions and the circumstances for which they will be appropriate will be provided by the NLS BARD Operations Supervisor. The policy is included in Appendix A, “Attachment A3 – Administrative Policy”.

Examples of actions the contractor shall perform are as follows:

• Use the BARD website administration tools to reset the password of a BARD user.

• Use the BARD website administration tools to change the login id of a BARD user.

• Use the BARD website administration tools to delete a BARD mobile app registration record when appropriate.

• Use the BARD website administration tools to resend an email message that the BARD website previously sent to a BARD user.

• Use the BARD website capability to edit the contents of a BARD user’s download wish list.

C.4.9.2 The contractor shall take specific administrative actions according to written policy when users of BARD or the BARD mobile app violate NLS security policy or BARD terms of use.

This policy will be given to the contractor at the beginning of the contract. The policy consists of specific actions the contractor is to take when specific policy violations are encountered. A sample policy is included in Appendix A – “Attachment A3 – Administrative Policy”.

Examples of actions the contractor shall perform are as follows:

• Report potential violations of BARD account security or the patron terms of use to the BARD Operations Supervisor or his/her designee and the Library’s Security Operations Center. In cases when there is a potential for further violation, the contractor shall take the additional step of immediately disabling the account.

• Contact designated NLS staff members after hours (via email and cell phone) when specific operation problems are encountered with the BARD website.

C.4.10 Use of Groupware Tool

The contractor shall use the web-based groupware tool of NLS’ choosing (currently Campfire) to maintain an awareness of contractor personnel currently providing services and to give NLS the ability to disseminate important messages in a short time to on-duty contractor staff. An example of an important message would be information about a sudden technical problem with BARD or unscheduled BARD shutdown. On-duty contractor staff shall sign on to the web-based groupware tool when engaged in contract services and shall sign off when disengaged. The contractor staff shall monitor Campfire during their shift and respond promptly to any messages from the BARD Operations Supervisor or his/her designee.

Campfire maintains a short-term record of any messages. This capability allows on-duty contractor staff to be aware of any issues in the recent past that may affect requests for support.

C.4.11 Upgrades

C.4.11.1 The contractor shall participate in testing periodic upgrades to all NLS-produced BARD platforms for possible accessibility issues. The contractor shall report any problems found to the BARD Operations Supervisor or his/her designee via email. Periodic upgrades will not exceed 20 iterations per year.

The NLS BARD Operations Supervisor or his/her designee will notify the contractor when a new upgrade is available for the contractor to test and examine.

The purpose of the testing is to:

• Minimize the possibility of an increase in support requests when new features to BARD and its related platforms are released.

• Give the contractor an opportunity to learn about any new releases prior to the contractor having to support them.

• Give the contractor an opportunity to recommend changes to a new release with the purpose of reducing the level of support needed by BARD patrons.

• Offer the contractor an opportunity to make suggestions regarding the updates to improve support efficiency.

• Create periodic postings to the BARD support listserv to provide online answers to common BARD support questions.

C.4.11.2 NLS will provide the contractor with access to any supporting documentation for the upgrade. The BARD Operations Supervisor or his/her designee will host at least one conference call with the contractor to explain the upgrade and answer any questions pertaining to it. Additional conference calls may be requested by the contractor.

C.4.12 Postings on BARD Support Listserv

The contractor shall identify issues for posting to the BARD support listserv, subject to the approval of the BARD Operations Supervisor or his/her designee prior to the posting being created. Most often the topic will be chosen in regard to frequently asked questions or to inform BARD patrons of upcoming BARD changes. After the topic has been written and approved, the BARD Operations Supervisor or his/her designee shall push the posting to appear on the BARD support list. The purpose of these postings is to reduce the number of support requests. All postings shall be written in a helpful, courteous, and professional manner. Correct spelling and grammar shall always be used.

C.5 SCHEDULE OF EVENTS/DELIVERABLES

Currently, the average number of support requests per month is 750 requests (See Attachment A5 for historical).

Contractors should expect to absorb fluctuations in the number of ticket requests. The most common support requests received include:

Trouble logging into the BARD website Questions about BARD from network libraries Questions about BARD from relative/friend or trainer of NLS patron Updating account settings How to apply for service Problem-solving for accounts suspended due to inactivity Issues with authorizing devices or when exceeding the 100 book-per-month limit with BARD Mobile How to download BARD materials to various devices How to access materials once downloaded Setting up a ‘secret question and answer’ to allow for password resets in a transparent manner for the patrons.

The demand for support may vary each day. The contractor may accommodate this additional load by altering staff schedules, adding additional staff hours, adding additional staff, or as described in section C.5.2.

C.5.1 Schedule

The contractor is required to provide deliverables according to the following schedule. All times are Eastern Time.

REQUIREMENT DELIVERABLE DELIVERY SCHEDULE

C.4.2, C.4.3, C.4.5, C.4.6, C.4.7, C.4.9

Response to request for support sent via nlsdownload@loc.gov, received between 5pm and 8am the following business day

Response must be sent by noon the following business day

C.4.2, C.4.3, C.4.5, C.4.6, C.4.7, C.4.9

Response to request for support sent via nlsdownload@loc.gov, received

Response must be sent by 8am the following business day between 8 am and noon

C.4.2, C.4.3, C.4.5, C.4.6, C.4.7, C.4.9

Response to request for support sent via nlsdownload@loc.gov, received between noon and 5pm

Response must be sent by noon the following business day

C.4.4 Statistics report for month Report delivered via email to BARD Operations Supervisor by 5th day of following month.

C.4.12 Report containing results of check of BARD website or BARD mobile app upgrade for accessibility problems Coordinated with BARD Operations Supervisor.

Must be delivered no later than one month after assignment of task.

C.4.3 Biweekly Technical Support logs pertaining to the Braille e-Reader

By 5:00 pm Eastern time on Tuesday after the reporting period

C.5.2 Deliverables Schedule Waiver

There may be times when an unusually high number of support requests arrive due to an exceptional circumstance, such as a power outage that affects the entire Library of Congress data center. In this case, the high number of simultaneous requests for support may temporarily overwhelm the contractor. The contractor must notify the BARD Operations Supervisor or his/her designee via email of this situation. The contractor shall provide appropriate evidence to support the claim. Upon receipt and verification of evidence, the BARD Operations Supervisor or his/her designee may grant a short-term waiver of the deliverable schedule. Unless a waiver is received, the contractor must follow the deliverable schedule referenced in C.5.1. The waiver will be sent to the contractor via email. The waiver will contain a beginning and end date as to the period for which it is effective. Upon receipt of the waiver, the alternate delivery schedule will take effect for the period described in the waiver.

AMOUNT ONE-DAY SUPPORT REQUEST RATE

EXCEED DAILY AVERAGE FOR PREVIOUS YEAR

ADDITIONAL TIME GRANTED FOR RESPONSE

300% 1 business day 500% 2 business days 700% 3 business days

If the support requests exceed 800% of the daily average, the contractor may request additional relief from the Library of Congress, such as requesting that NLS staff assist with support requests.

C.6 QUALITY CONTROL

C.6.1 Acceptable quality levels are as follows:

# Item Measure How Measured ACCEPTABLE

QUALITY LEVEL

1 Response time – nlsdownload@loc.gov requests

Compliance with Deliverable schedule (Section C.5.1)

Statistical sampling

No less than 97% compliant

2 Complaints from users of NLS BARD website or BARD mobile apps or BARD Express or Braille e-Reader regarding support services provided by email sent by BARD support contractor

Monthly Number of complaints received

No more than 2 complaints per month

3 Statistics report for month All reports Date item received No less than 99% on time delivery

4 Report containing results of check of BARD website or BARD mobile app upgrade for accessibility problems

All reports Date item received No less than 99% on time delivery

C.6.2 The BARD Operations Supervisor or his/her designee will hold a weekly conference call at a time mutually agreed to by the contractor and NLS. The duration of this call shall vary from a few minutes to as long as an hour. At a minimum, the Program Manager must participate in the call, but other contractor staff engaged in this contract may participate. The purpose of this call is for the contactor to make NLS aware of any support issues and for NLS to make the contractor aware of any upcoming updates to BARD or operational issues that may affect support.

C.6.3 QUALITY CONTROL PLAN

The contractor shall implement a Quality Control Plan (QCP). The contractor shall use this plan to ensure that all deliverables are:

Complete Accurate Consistent Professional in tone using correct spelling and grammar Delivered by required due dates

C.7 SYSTEM PROBLEMS WITH BARD

When an extremely high number of service requests come in owing to a system problem with BARD, it may be advisable to shut down BARD in order to prevent the situation from continuing. When the contractor believes that a system problem is causing the high rate of incoming service requests, the following procedure is to be followed.

C.7.1 First Recourse

The contractor must verify the BARD feature dysfunctionality, then report it as indicated below.

The contractor must attempt to notify NLS technical personnel by descending priority:

During business hours, the BARD Operations Supervisor via office phone During business hours, Contracting Officer’s Representative via office phone After business hours, the BARD Operations Supervisor via cell phone After business hours, Contracting Officer’s Representative via cell phone

C.7.2 Second Recourse

The contractor may shut down BARD after business hours if the BARD Operations Supervisor and the NLS COR could not be reached via cell phone. In that case, the contractor shall send a text and then an email explaining the purpose behind the BARD shutdown to the BARD Operations Supervisor and the NLS COR.

A BARD shutdown is to be avoided if possible. An example of a reason not to perform a shutdown of BARD may be if a single function of BARD stops working, such as the Search function.

C.7.3 Alternative to Shutdown

When there is a specific identifiable problem with the BARD system, such as technical difficulty downloading books, then as an alternative to shutdown BARD support staff may make use of autoreply email messages to regain control over the workflow. Any auto reply message should convey to a patron that a high volume of support requests is currently being submitted to the BARD support staff because of a specific issue, which shall be explained in the auto reply message.

For example: "We are currently aware of a problem with BARD users having problems logging in. We are working to resolve the problem. If your request has to do with this issue, please understand that the BARD support staff may not respond to your request as quickly as in normal circumstances. Please monitor the BARD website for any system updates.

If your request relates to this issue, please do not submit a support request and instead monitor the BARD website for system updates. Please continue to submit support requests for all other issues.

When the issue has been resolved, a system alert must be posted on the BARD website and a message sent out on the BARD Support listserv to let patrons know that the immediate crisis has been resolved.

Any support requests that were being sent to nlsdownload@loc.gov concerning the pressing issue shall be moved to a named folder that would indicate they were not replied to.

All support requests concerning issues unrelated to the system alert must continue to be addressed in the normal procedure.

These procedures may be updated by NLS or the contractor and must be agreed upon by both parties before any proposed changes take effect.

C.8 CONTRACTOR STAFF QUALIFICATIONS

C.8.1 Key Personnel (Program Manager)

The contractor shall provide an individual who shall act as single point of contact for the duration of the contract (“Program Manager”) and be designated as key personnel. This point of contact shall be reachable at least via a phone number and email address. The point of contact shall be capable of disseminating important messages in short time to contractor staff. An example of an important message would be information about a sudden technical problem with BARD or unscheduled BARD shutdown.

C.8.2 Qualification for Non-Key Personnel

The contractor shall staff this contract with individuals who share the characteristics of BARD users, who are all either blind or otherwise print disabled.

The contractor’s BARD support/eReader staff team shall each/or in total have the following skills, capabilities, and aptitudes:

Proficiency in the use of:

iPhone/iPad mobile devices iPhone accessibility software such as voiceover Android family of mobile devices Android accessibility software, such as talkback and Brailleback

Proficiency in the use of common computer-based accessibility software used by blind, visually impaired, or physically disabled individuals including:

NLS BARD mobile applications NLS BARD website BARD Express NLS Digital Talking Book Player (DA and DS) Refreshable braille displays Microsoft Windows Mac OS Email Bluetooth, especially connecting mobile devices to Bluetooth refreshable braille displays

Proficiency in the use of common computer-based accessibility software used by blind, visually impaired, or physically disabled individuals including:

Window Eyes

JAWS

Voiceover (MAC OS)

NVDA

Ability to debug consumer-based internet file download problems, including:

Speed Reliability File corruption File location

A minimum of 2 years’ experience in using braille displays.

The ability to read a minimum of 150 contracted braille words per minute.

Proficiency in the use of:

Microsoft Windows Mac OS C.5.9 Email Zip based compression utilities for the Windows and Mac platforms Anti-virus utilities, especially how to enable/disable and examine log files

An understanding of how the internet works, especially how IP addresses are used.

Proficiency in the use of common internet browsers, especially how to set browser configuration options, including:

Internet explorer Firefox Safari Chrome

A general understanding of consumer-based internet service providers.

Proficiency in the use of:

NLS BARD website NLS talking book player Refreshable braille displays Bluetooth, especially connecting mobile devices to Bluetooth refreshable braille displays Excellent written communication skills.

C.9 TRAINING

The contractor’s BARD Support Team shall attend training to support the Braille eReader on an as-needed basis available online.

C.10 GOVERNMENT FURNISHED EQUIPMENT

The following items will be furnished by the government:

A Library of Congress Microsoft Outlook-based email account for each approved contractor staff member via VPN software furnished by NLS. This account may only be used by the staff member - it may not be shared. This account will have access to the nlsdownload@loc.gov email account. Access to all email accounts will be via the Library of Congress provided web based email client commonly referred to as OWA Lite or Outlook Web Access.

An NLS digital talking book player (current model and forthcoming DA2 model), USB cable, and NLS digital book cartridge for each approved contractor staff member.

An iOS device, an Android device, and a device running Fire OS suitable to run the BARD mobile app, a production laptop, a test laptop, and softphone software.

Access to the Library of Congress web access email client, Outlook web access (OWA).

Access to the BARD support listserv, BARD-SUPPORT A BARD account for each approved contractor staff member that has administration level privileges.

A Practice BARD account for each approved contractor staff member that has administration level privileges.

An NLS Campfire account for each approved contractor staff member.

Access to the BARD website training pages, FAQs, and user instruction pages.

Email templates currently being used for BARD website and BARD mobile app support.

Each person working BARD support shall use the NLS Braille eReaders furnished by NLS. The Braille eReaders will be returned to NLS after his/her work with the BARD support team has concluded.

C.11 CONTRACTOR FURNISHED EQUIPMENT

All items and services needed to successfully execute this contract not explicitly provided by the government shall be provided by the contractor.

The contractor shall provide each contractor staff member engaged with providing services required by the contract with a phone, external (outside of that provided by the Library) email address, high speed internet connection suitable to rapidly download any BARD digital book or magazine, and Braille display.

030ADV25R0009 Section E

SECTION E - INSPECTION AND ACCEPTANCE

Inspection and Acceptance under this contract will be in accordance with paragraph (a) of FAR 52.212-4.

030ADV25R0009 Section F

SECTION F - DELIVERIES OR PERFORMANCE

F.1 DELIVERY SCHEDULE

ITEM

NUMBER SHIPPING INFORMATION QUANTITY DELIVERY DATE

0001 12.00

0101 12.00

0201 12.00

0301 12.00

0401 12.00

F.2 LC52.215-5 PLACE AND PERIOD OF PERFORMANCE (JAN 2019)

Place of Performance: Contractor's site

The overall period of performance shall be as stated in section B.

The contractor is responsible for determining its hours of operation in fulfilling the requirements of this contract. The Library’s standard operating hours are from 8:30 AM through 5:30 PM, Monday through Friday, excluding Federal holidays. The contractor shall coordinate with the COR for any work to be conducted at Library facilities.

(End of Clause)

030ADV25R0009 Section G

SECTION G - CONTRACT ADMINISTRATION DATA

G.1 LC52.201-3 CONTRACT ADMINISTRATION (AUG 2015)

This contract will be administered by:

Library Contracting Officer: Vega, Cristina

Address: Contracts & Grants Directorate

Library of Congress

LA 325

Washington DC 20540-9411

Phone: (202) 707-9473

Email: crvega@loc.gov

Library Contract Specialist: Vega, Cristina

Address: Contracts & Grants Directorate

Library of Congress

LA 325

Washington DC 20540-9411

Phone: (202) 707-9473

Email: crvega@loc.gov

Library Contracting Officer Representative:

Address: To be added upon award

Phone:

Email:

030ADV25R0009 Section G

Contractor Contract Administrator: Provided at time of award

Address: Provided at time of award

Provided at time of award

Provided at time of award

Provided at time of award

Phone:

Email:

G.2 LC52.232-1A LIBRARY OF CONGRESS INVOICE INSTRUCTIONS (OCT 2016)

The Contractor must prepare and submit invoices electronically to: https://www.ipp.gov. The Contractor may submit payment requests using other than electronic means only when alternate procedures are authorized by the contracting officer in writing.

(End of Clause)

G.3 LC52.232-2 SCHEDULE OF PAYMENTS (JUN 2015)

The contractor must submit invoices for payment upon delivery of the items or successful performance of the events identified below pursuant to the standards and acceptance criteria defined in this contract.

030ADV25R0009 Section H

SECTION H - SPECIAL CONTRACT REQUIREMENTS

H.1 LC52.201-1 CONTRACTING OFFICER'S REPRESENTATIVE (COR) APPOINTMENT AND

AUTHORITY (JAN 2016)

(a) Performance of work under this contract is subject to the technical direction of the COR. The term “technical direction” includes, without limitation, direction to the contractor that directs or redirects the labor effort, shifts the work between work areas or locations, and/or fills in details and otherwise serves to ensure that tasks outlined in the contract are accomplished satisfactorily.

(b) Technical direction must be within the scope of the contract specification(s)/work statement. The COR does not have authority to issue technical direction that:

(1) Constitutes additional work outside the contract specification(s)/work statement;

(2) Constitutes a change as defined in the “Changes” clause of this contract;

(3) Causes an increase or decrease in the contract price, or the time required for contract performance;

(4) Changes any of the terms, conditions, or specification(s)/work statement of the contract;

(5) Interferes with the contractor's right to perform under the terms and conditions of the contract; or

(6) Directs, supervises or otherwise controls the actions of the contractor's employees.

(c) Technical direction may be oral or in writing. The COR must confirm oral direction in writing within five workdays, with a copy to the Contracting Officer.

(d) The Contractor shall proceed promptly with performance resulting from the technical direction issued by the COR.

If, in the opinion of the contractor, any direction of the COR or the designated representative falls within the limitations of (b) above, the contractor shall immediately notify the Contracting Officer no later than the beginning of the next Government work day.

(e) Failure of the Contractor and the Contracting Officer to agree that technical direction is within the scope of the contract shall be subject to the terms of the “Disputes” clause of this contract.

(End of Clause)

H.2 LC52.203-1 CONTRACTOR PUBLICITY (OCT 2013)

The Contractor, or any entity or representative acting on behalf of the Contractor, may not refer to the equipment or services furnished pursuant to the provisions of this contract in any news release or commercial advertising, or in connection with any news release or commercial advertising, without first obtaining explicit written consent to do so from the Contracting Officer. Should any reference to such equipment or services appear in any news release or commercial advertising issued by or on behalf of the Contractor without the required consent, the Government will consider institution of all remedies available under applicable law.

H.3 LC52.204-3 INFORMATION SYSTEMS SECURITY (JUL 2024)

(1) Computer Security Policy. The Library requires anyone using or accessing its digital assets (including networks, servers, workstations, systems, data, web pages, and email) to protect them and use them only for official business, and only in accordance with Library regulations and applicable Library bargaining agreements. Unauthorized or inappropriate use may be grounds for termination or other contractual remedy.

(2) Privacy Policy. No one has the right to privacy while using any Library computer system, including internet or email services. Usage may be monitored.

(3) Level of Access. The Library’s Host Office will determine the level of access to the Library’s IT equipment, staff and software needed to successfully perform under this contract. Access may include, for example, email, word processing, internet, and intranet.

(4) Mandatory IT Security Training. Contractor staff must successfully complete mandatory information systems security training and access forms prior to use of or access to any of the Library’s digital assets.

(a) The required training is available on the Library’s learning management system, LOC Learn, at https://www.loc.gov/extranet/cld/. Library staff will provide further instructions upon onboarding.

(b) Contractor staff with access to Library digital assets shall complete the information systems security training annually. The training is available on the Library intranet at https://www.loc.gov/staff/cld/.

(End of Clause)

H.4 LC52.204-4 CONTRACTOR EMPLOYEE FITNESS (SEP 2024)

“Contractor employee fitness” means fitness based on character and conduct for work for or on behalf of the Government as a contractor employee.

Work under this contract is unclassified. However, the Library of Congress shall conduct background investigations of contractor personnel who will have 1) regular, ongoing, unescorted access to the Library’s buildings, grounds, or collections, 2) access to Library information technology systems, and/or 3) access to Library information not available to the public, including information determined to be Controlled Unclassified Information (CUI), to ensure they meet basic standards of honesty and trustworthiness pursuant to Library regulations. The Library does not determine the fitness of employees to work for the contractor firm that hires them. The Library’s interest is in determining whether contractor personnel should be granted greater access than the general public to Library facilities, Library information technology systems, and/or non-public Library information.

(1) Any access to non-public Library facilities, Library information technology systems, and/or non-public Library information will require a contractor employee fitness determination. All initial, existing, and reciprocal contractor employee fitness determinations will be subject to continuous vetting. Continuous vetting will vary based on position risk level. An example of continuous vetting is outlined in Trusted Workforce 2.0 (https://www.performance.gov/trusted-workforce/ and https://www.dcsa.mil/Personnel-Security/Continuous- Vetting/).

(2) A favorable contractor employee fitness determination requires completion and successful adjudication of a security application request (release forms, fingerprints, and a full background investigation). To facilitate the fitness determination, the prospective contractor employee shall submit to the Library complete and accurate information as identified on the National Background Investigation Services (NBIS)’s eAPP (https://eapp.nbis.mil) or other system as provided by the Personnel Security Division (PSD). Contractors should anticipate a minimum of two weeks for the process, provided all requested information is timely, accurate and complete and that no adverse information is received. A background investigation generally will require that the candidate has cumulatively resided in the United States for at least three of the past five years. This requirement is subject to certain exceptions assessed on a case-by-case basis by PSD in accordance with established federal personnel vetting standards.

(3) After the contractor employee fitness determination, each contractor employee with a favorably adjudicated background investigation shall be enrolled in and…