2027-NLS-0066 SOW.pdf

C. STATEMENT OF WORK

C.1 OVERVIEW

The National Library Service for the Blind and Print-Disabled (NLS), Library of Congress (Library), is seeking a contractor to provide RealSAM Dialog Licenses and technical-support services for legacy RealSAM Dialog Licenses. Each license (legacy or new) shall include the cost of services needed to operate and maintain NLS’s My Talking Books (an Amazon Alexa skill) in production.

My Talking Books is an Amazon Alexa skill that enables NLS patrons to search the NLS collection, browse the NLS collection, retrieve/manage the patron’s Braille and Audio Reading Download (BARD) Wishlist, stream NLS talking books, and manage the patron’s Bookshelf using a voice-only interface available on Alexa-enabled commercial smart-speaker platforms.

The Contractor shall be responsible for providing RealSAM Dialog licenses and services required to operate the system in production, while meeting all IT information-system security requirements as required by the Library of Congress.

C.2 BACKGROUND

NLS administers a free program that loans audio and braille books and magazines, music scores in braille and large print, and specially designed audio-playback and refreshable-braille-display equipment to residents of the United States who are unable to read or use standard print materials due to visual or physical impairment.

NLS administers the program nationally, while direct service to eligible individuals and institutions is the responsibility of cooperating network libraries in the various states, the District of Columbia, Puerto Rico, Guam, and the U. S. Virgin Islands. This service is also extended to eligible American citizens residing abroad.

C.3 SCOPE

The contractor shall provide the Library with RealSAM Dialog licenses and services needed to operate and maintain NLS’s My Talking Books (an Amazon Alexa skill) in production. My Talking Books is an Alexa skill that enables NLS patrons with Alexa-enabled smart-speaker devices to use a voice-only user interface to search the NLS Catalog, manage their Wishlist, access BARD Lists, and stream audio content from NLS’s Talking Book Collection.

C.4 REQUIREMENTS

The contractor shall provide the following:

C.4.1 RealSAM Dialog License – New Licenses (including operational support)

The contractor shall provide the Library with RealSAM Dialog License blocks for purchase at a firm-fixed price on an annual basis. The license fee shall cover all services provided by the vendor to enable the use of the My Talking Books skill in production by a licensed user. These licenses are required for the Library to add additional new users to the My Talking Books skill.

C.4.2 RealSAM Dialog License – Legacy License Support (existing 5,000 Perpetual User Licenses)

The contractor shall provide the Library with legacy RealSAM Dialog license support services at a firm-fixed price on an annual basis. This support service shall ensure that users with legacy RealSAM Dialog licenses can use the My Talking Books skill in production.

C.4.3 License Cost Models

The Contractor shall provide the Library with a pricing chart (Attachment J3 - Pricing Chart.xlsx) for C.4.1 and C.4.2 based on the following scenarios:

A. Smart Speaker’s Auth Proxy service is hosted by the Library.

B. Smart Speaker’s Auth Proxy and Streaming Server services are hosted by the Library.

C. Smart Speaker’s Auth Proxy, Streaming Server, and Dialog Engine (Binary Blob) services are hosted by the Library.

D. Vendor hosts all required non-GFE services to support Smart Speaker (My Taking Books skill) in production. Reference Attachment J2 - My Talking Books (RealSAM) Components.docx for Library managed and vendor managed components of the system.

C.4.4 Technical Support

A. With each RealSAM Dialog Licence (new and legacy), the contractor shall provide technical-support service to assist with answering technical questions and providing end-user support to resolve My Talking Books issues. Performance metrics for the delivery of technical-support service shall be in compliance with Attachment J1 - SLA for My Talking Books (RealSAM).xlsx

B. The contractor’s technical-support resources are required to have a deep knowledge of My Talking Books and its infrastructure to sufficiently provide this service.

C. The contractor shall make a good-faith effort to resolve technical-support requests within 72 business hours of submission. If a support request cannot be resolved within 72 hours, the contractor shall provide a written explanation to the COR as to the reason for the delay and provide an estimated completion date for when the issue is expected to be resolved.

D. The contractor shall provide a written monthly Technical Support Status Report to the COR detailing technical support requests, actions taken, and their current status.

C.4.5 Post-Award Conference

A. Relevant Library and contractor personnel shall hold a kick-off meeting/post-award conference to review and clarify the project’s objectives, expectations from the Government, and address any questions the contractor may have. The contractor shall provide and collaborate with the COR on an agenda for this meeting. Discussion topics shall include, but not be limited to, the following: (1) introduction of the contractor and Government Staff; (2) understanding of the specific tasks and subtasks; (3) project-management expectations; (4) agreement on meeting schedules; and (5) agreement on initial delivery dates.

B. The kick-off meeting/post-award conference shall occur within 10 business days from contract award and will be scheduled by the contracting officer. This conference may be held virtually.

C.4.6 Status Reports

The contractor shall provide monthly status reports on the progress made in fulfilling technical-support requests and other contract deliverables. The format shall be determined by the COR.

C.4.7 Status Meeting

The contractor shall be responsible for keeping the COR informed about contractor progress throughout this contract’s POP and ensuring that the contractor’s activities are aligned with the Library's objectives.

At a minimum, the contractor shall review the status and results of contractor performance with the COR monthly via Library-approved digital conferencing means (e.g., MS Teams). The contractor shall be available for discussion regarding any potential problems within two (2) business days of request.

C.5 CONTRACT PERFORMANCE

C.5.1 Contract Administration Specific requirements and delivery schedules will be identified in each Task Order. The contractor shall provide program management and oversight for this contract and all Task Orders issued hereunder, including:

A. Production and quality control of deliverables B. Project planning, implementation, and reporting artifacts C. Detailed invoicing with itemized prices D. Report on RealSAM Dialog Engine Licenses every two weeks E. Technical support F. Report of technical support provided during each month G. Report of system maintenance performed during each month H. Report of SLA performance during each month

C.5.2 Schedule of Deliverables

Reference Description of Event/Deliverable Due Date/Payment Schedule

C.4.5 Post-Award Conference/Kick-Off Meeting 10 business days after the award

C.4.6 Status Reports Bi-weekly or at the request of the COR

C.5.1 RealSAM Dialog Engine License Report Bi-weekly or at the request of the COR

C.5.1 Technical Support Report Monthly

C.5.1 SLA Report Monthly

C.5.1 System Maintenance Report Monthly

C.5.3 Post-Award Conference/Kick-Off Meeting

The contractor shall set up a post-award conference to ensure a successful transition from the contract-award phase to the contract-performance phase. This meeting is intended to promote effective communication, align objectives, and establish the foundation for a productive working relationship. The meeting agenda shall include, but is not limited to, the following:

A. Contract overview B. Roles and responsibilities C. Reporting and communication D. Deliverables and quality standards E. Performance metrics F. Billing and payment procedures

C.6 PROPERTY AND TITLE

Per FAR 52.227-14, all data produced, furnished, or acquired under this contract becomes the property of the Library. Upon acceptance of a product or deliverable, title and property transfer to the ownership of the Library. The Contractor shall retain all ownership of copyright and license for the proprietary design of their devices.

C.7 KEY PERSONNEL

The following positions are considered key personnel:

C.7.1 Project Manager and Alternate Project Manager

The contractor shall provide a project manager who shall be responsible for the performance of the work. The Project manager and alternate shall have full authority to act for the contractor on all contract matters relating to the daily operation of this contract. The project manager, or alternate if the project manager is unavailable, shall be available between 8:00 a.m. and 4:30 p.m. ET, Monday through Friday, except Federal holidays or when the Government facility is closed for administrative reasons.

Qualifications:

At least 4 years of experience managing projects of similar or greater size and complexity (provide evidence).

C.7.2 Technical Support Lead

Qualifications:

A. Bachelor’s degree or B. At least 4 years of experience leading technical support services for products of similar or greater complexity (provide evidence)

C.7.3 Task Orders

A. Additional key personnel may be designated at the Task Order level. See Section H LC52.237-1 for additional information.

B. Additional Key Personnel, and their requisite qualifications, may be identified on individual task orders. All Key Personnel must be approved by the Government COR before the start of any task.

(End of SOW)