2025NLS-0064 RFI Statement of Work.docx

BARD and eReader Support – Statement of Work (SOW)

RQ: 2025-NLS-0064

C.1 PROJECT TITLE

BARD and eReader Support

C.2 OVERVIEW

C.2.1 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.

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 or 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, 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 (when available) 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 are blind and/or are print disabled.

C.2.2 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.

Braille and Audio Reading Download (BARD) In 2006, NLS created a website, called Braille and Audio Reading Download (BARD), that allows NLS patrons to download digital talking books (DTB) and audio magazines.

In 2012, NLS added digital braille books (DBB) and braille magazines to the BARD website.

Once downloaded, a DTB (or magazine) can be transferred to a blank cartridge or thumb drive and played on a NLS provided digital player or NLS approved third party digital player.

BARD circulation is on the rise and is expected to contribute to a significant portion of NLS circulation. More than 60 thousand patrons are currently subscribed to BARD. More than 4.2 million BARD downloads occurred in FY 2023.

Once downloaded, a Digital Braille Book (DBB) or a braille magazine can be read by a patron using a refreshable braille display.

BARD Website Background The BARD website has three major components:

· A series of database driven web pages to allow NLS patrons to find and download NLS digital talking books and magazines and digital Braille books and magazines. These pages are written in PHP using the code igniter framework acting on a MYSQL database.

· A series of database driven web pages to manage applications for BARD accounts as well as the accounts themselves. These pages are written in Perl using cgi.pm acting on a MYSQL database.

· A RESTful API that mimics BARD patron website functions. This API was developed in two phases. Phase one contains a set of basic functions and is currently in production. Phase two contains a set of advanced functions and has been developed and is in testing. The API is used by iPhone and android applications running the BARD mobile app.

Existing BARD Environment Operation and Development The computer network supporting BARD is maintained by the Library of Congress Office of Chief Information Officer (OCIO) group. This group is responsible for the computer hardware, operating system administration, database operations, backup, disaster recovery, data network, OCIO security measures (such as firewalls and VPN), and web server operation.

The BARD Website software is provided by NLS. The software is developed and maintained by NLS staff and contractor.

The BARD mobile app software is provided by NLS. The software was developed and is maintained by NLS staff and contractors.

BARD Website and BARD Mobile Branding BARD can display network library information to patrons. This process is called branding. When a BARD patron logs into the BARD website, the patron’s library information is displayed on BARD web pages instead of the default NLS information.

The library information includes:

· Library logo

· Library name

· Technical support email address for the library

· Technical support phone number for the library

· Address of the library's public website

· A branded application, privacy policy, and help pages for the library.

When a patron first logs on to a library's branded version of BARD, the patron will be directed to use the library support email and phone number if they have any questions. If branding is not enabled, NLS support information will display on the web pages.

BARD Mobile app BARD Mobile App – iOS App Background In 2013, NLS released version 1.0 of the BARD Mobile app for iPhone. Based on Apple’s iOS, this app gives patrons the ability to download BARD materials directly to an iDevice running iOS 8 and above.

Currently over 81,906 iOS devices use the BARD mobile iOS app to browse BARD and download their NLS reading materials. These materials include books, magazines, and music in braille and audio formats.

BARD Mobile App – Android App Background In 2015, NLS released version 1.0 of the BARD Mobile app for Android devices. This app gives patrons the ability to download BARD materials directly to an Android device running Android 4.1 and above. Currently, over 22,527 Android devices use the BARD mobile Android app to browse BARD and download their NLS reading materials. These materials include books, magazines, and music in audio formats.

BARD Mobile - Ratio Between iPhone and Android Use Based on survey data obtained by NLS during 2019, NLS believes the ratio of iPhone BARD mobile devices to Android BARD mobile devices will be approximately 78% iPhone / 22% android.

BARD Express Windows Program Background NLS released BARD Express, a Windows-based application in 2016. This program provides NLS patrons with a command-driven interface to BARD. The program simplifies searching, downloading, and copying BARD materials to external drives such as NLS cartridges. These materials include books, magazines, and music in braille and audio formats.

NLS Braille e-Reader NLS patrons can access the digital NLS braille collection using a device provided by the NLS service called the braille eReader. In general, the devices are a portable unit that has internal storage capacity, the ability to access files from an external source such as a USB drive or SD card, and the ability to display the material in the files in braille on a display on the machine. This category of devices is known as refreshable braille displays since the braille on the screen is constantly refreshing or changing as the user moves through the file.

Braille displays that can read electronic BRF files have been around since the 1970s. However, until recently, most of these devices have been priced far out of reach of the average user. Due to rapid technology advancement, however, the average price for a refreshable braille display has decreased considerably. Furthermore, in July of 2016 NLS’s authorizing legislation was amended to remove the word “sound” from the types of reproducers that can be provided to patrons to access its books. This enabled NLS to initiate the process to acquire an affordable e-Reader to be provided to patrons for reading the braille collection.

BARD Administration The BARD website is password protected and only usable by eligible NLS patrons, NLS staff, or the staff of the network libraries. There are a set of public web pages that allow eligible prospective patrons to register for a BARD account.

These account requests are processed by NLS staff or the staff of the network libraries using a series of administrative tools. All account requests must be checked to ensure the request comes from an NLS patron in good standing.

There are two divisions of the BARD website. The first division is used only by BARD patrons. It allows patrons to search for audio and braille books and magazines, download those items and set personal settings affecting the use of BARD. The second division is limited to BARD accounts that have administrative privileges, which consist of staff at NLS, staff at the network libraries, and NLS-approved BARD support personnel (which includes staff and contractors). This division allows those users with administrative privileges to perform BARD administrative functions such as approving account requests, resetting passwords, changing privilege levels of BARD accounts, checking email and transaction logs, and approving third party player requests.

Practice BARD NLS operates two BARD websites:

1. The production BARD website: https://nlsbard.loc.gov, which is the primary website used by BARD patrons to download audio and braille books and magazines.

2. The practice BARD website: https://nlsbardpractice.loc.gov, which is used by NLS and network library staff for training and the testing of new BARD software releases.

BARD Operations Supervisor An NLS staff member who acts as the BARD Operations Supervisor provides BARD oversight. This individual is responsible for all operational aspects of BARD and the BARD mobile app.

The BARD Operations Supervisor email address is bardops@loc.gov.

The Contractor will be provided with the name and contact information for the BARD Operations Supervisor in writing at the commencement of the contract.

NLS will give the Contractor 5 days written notice of any changes of the individual assigned to be the BARD Operations Supervisor or his/her contact information.

The BARD Operations Supervisor can designate other NLS individuals to act as a backup or to handle subcomponents of his/her responsibilities. The BARD Operations Supervisor will give the Contractor 5 days written notice of any designations of this sort.

BARD Support NLS is responsible for supporting users of the BARD website, BARD mobile app, and BARD Express. This support is led by an NLS staff member designated as the BARD Operations Supervisor. Support is provided in a distributed manner, with escalating responsibilities.

Primary support for BARD website and BARD mobile app users is provided by the staff at the network libraries. BARD patrons who have questions are directed first to contact their network library. NLS wants patrons to have a relationship with their network libraries, where the staff can provide a level of individual service. The BARD website and BARD mobile app provide each BARD user with the email address and phone number for their network library where they can receive support.

The only exception to this rule pertains to users of BARD who are members of the NLS Music Library or the NLS Overseas Library. Support for these patrons is provided directly by NLS staff. The percentage of BARD patrons who are members of these two libraries is less than 1% of NLS patronage.

There are administrative web pages in BARD, which are accessible to NLS staff and contractors responsible for support. These web pages allow them to perform administrative functions such as resetting passwords. These administrative pages indicate the network library and contact information for that library for any BARD patron.

Network library staff provide BARD support primarily by email, with BARD patrons emailing questions or requests for assistance to an email address provided by their network library or to the designated NLS support email address nlsdownload@loc.gov.

Questions or requests for assistance that cannot be handled by network library staff are forwarded to the NLS support email address.

Questions or requests for assistance that cannot be handled by the NLS staff or Contractors providing support to the nlsdownload@loc.gov email address are forwarded to the BARD Operations Supervisor (bardops@loc.gov). The BARD Operations Supervisor will either handle the question or forward the question onto the appropriate NLS staff member. In all cases, the responses are copied to the NLS staff or contractors providing support in order for those members to learn how the problem was resolved.

BARD Support – Use of nlsdownload@loc.gov Email Address The Nlsdownload@loc.gov is a special email address maintained by NLS to provide support to the users of the BARD website, BARD mobile app, BARD Express, and Braille eReader device. This address is hosted on the Library of Congress Microsoft Exchange servers. Access to the email address is done via the web-based interface to Microsoft Outlook.

NLS staff or contractors providing support to the nlsdownload@loc.gov email address each have a unique email address on the Library of Congress email system. These addresses are given read/write access to the nlsdownload@loc.gov account.

The business process used to keep track of the state of responses to email messages is based on folders in the nlsdownload@loc.gov account. There is a folder for new incoming messages, a folder for sent messages, and folders used to hold messages pending resolution. As items are processed by the NLS staff or contractors providing support to the nlsdownload@loc.gov email address, the email messages are moved to the appropriate folder. Thus, a person examining the nlsdownload@loc.gov mailbox can determine the state of any given message by examining the contents of each folder.

NLS Catalog NLS provides a web-based interface to the Library of Congress online catalog of materials. This interface is set up in such a manner so that it only returns results from the subset of the holdings that pertain to NLS. If an item in the catalog refers to an audio or digital braille item available from BARD, the catalog entry for that item will contain a link to the BARD website from which the item can be downloaded. Use of this link will cause the BARD login page to be presented if the user is not presently logged into BARD.

Current BARD Environment

· 52,093 BARD accounts.

· 160,566 books, 22,965 magazine issues (both audio and Braille).

· Average size of BARD audio book or magazine: 140MB. Sizes range from 600KB to 1.4GB. Each audio book or magazine consists of a single zip file, which contains several files of various formats (XML, 3GP, MP3, text).

· Average size of BARD braille book or magazine: 30KB. Sizes range from 1KB to 2MB. Each braille book or magazine consist of a single zip file, which contains a number of files (each representing one Braille volume) in digital Braille format (BRF).

· 4.2 million downloads during 2023.

· 9,051 support requests were handled by Nlsdownload@loc.gov during 2023.

C.3 SCOPE

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.

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 policies 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 (Released at RFP)”. 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 be always 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 (Released at RFP)”.

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.5.6.2 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. A sample policy is included in Appendix A, “Attachment A3 – Administrative Policy (released with RFP)”.

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 (released with RFP)”.

Examples of actions the contract 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 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.4.11 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.4.12 Upgrades

C.4.12.1 The contractor shall participate in testing periodic upgrades to the BARD website, the BARD mobile app, and BARD Express, for possible accessibility issues. The contractor shall report any problems found to the BARD Operations Supervisor or his/her designee via email.

There shall be no more than five (5) upgrades of the BARD website per year, and four (4) upgrades for each of the BARD mobile apps 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.4.12.2 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.4.13 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 be always used.

C.5 SCHEDULE OF EVENTS/DELIVERABLES

Currently, the average number of support requests per month is 750 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.

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

following business day

nlsdownload@loc.gov, received between 8 am and noon Response must be sent by 8am the following business day

following business day

Operations Supervisor by 5th day of following month.

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.

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:

QUALITY LEVEL

Deliverable schedule (Section C.5.1)

compliant

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

received vs. number of messages sent No more than 2 complaints per month

reports must be delivered on time

of check of BARD website or BARD mobile app upgrade for accessibility problems

reports must be delivered on time

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 ASSURANCE SURVEILLANCE PLAN

The contractor shall implement a Quality Assurance Surveillance Plan (QASP). 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. NLS staff will address the issue at the nearest possible hour.

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, the NLS Senior Program Officer via office phone

· During business hours, Amanda Mita via office phone

· After business hours, the BARD Operations Supervisor via cell phone

· After business hours, the NLS Senior Program Officer 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 Senior Program Officer 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 Senior Program Officer.

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 support request concerns an issue other than the problem just outlined, we will respond to your support request after this situation has been addressed."

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.7.4 Contract Relief

If the total number of support requests exceeds the monthly average (750 requests per month) by at least 10% for a minimum 3-month period, the contractor may request that the agency exercise an option for increased quantity to compensate for the additional effort. The option exercise will be prospective only. To support the request for option exercise, the contractor must document the increase experienced in the preceding 3-month period in the monthly statistics report submitted to the COR. Multiple requests related to a specific identifiable problem, as described in section C.7.3, shall be considered duplicates of the same request and will not be counted individually when assessing the monthly total. The quantities specified in the optional CLINs are benchmarks only: in order to justify an option exercise, the contractor must document the increased quantities of calls in prior months, but will be paid the optional CLIN amount throughout the option period on a firm fixed price basis regardless of actual quantities of calls.

C.8 CONTRACTOR STAFF QUALIFICATIONS

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 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 handicapped 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 at the NLS Washington DC facility or 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.