Web Conferencing Services SOW - Final DRAFT1 19Sep .pdf

2043FY-25-Q-00068

Web Conferencing Services

Statement of Work (SOW) Taxpayer Services

Web Conferencing Services

1. Overview

The Stakeholder Partnerships, Education and Communication (SPEC) team requires a web conferencing and collaboration tool that securely displays real-time presentations.

2. Background

The SPEC team partners with over 3,600 non-profit organizations nationwide to provide free tax preparation services through the Volunteer Income Tax Assistance (VITA) and Tax Counseling for the Elderly (TCE) programs. The VITA/TCE program works through these non-profit partners and over 90,000 volunteers, to provide 3.8 million taxpayers with free tax preparation each year. SPEC also works with its partners to provide outreach and education, as well as asset building assistance to low income and elderly taxpayers. SPEC works closely with partner throughout the year by participating in pre-filing season planning sessions, volunteer training, discussions about IRS policy and tax law updates, and providing filing season support and assistance.

SPEC provides training and conducts outreach with external VITA/TCE partners.

Training and outreach are key components of the SPEC mission, which impacts both customer service and compliance for taxpayers. SPEC is moving away from the costly and time-consuming face-to-face partner and taxpayer events into an economical and efficient state of training and outreach by leveraging the use of virtual and web tools. This allows SPEC to reach larger audiences and spread the

VITA/TCE message to thousands of partners and taxpayers simultaneously;

ensuring effective communications with partners about SPEC program guidance, new tax law developments, and quality in the return preparation program.

3. Scope:

SPEC requires a web conferencing and collaboration platform that securely displays real-time presentations. The platform must be aligned with industry standards for web presentations and provide access and navigation for the user. The web conferencing tool shall be a platform by which users can make high quality audio and video presentations to internal (within the Internal Revenue Service) and external (outside the Internal Revenue Service) audiences and allow for webinars and/or presentations to be recorded, captioned, and placed on the agency’s SharePoint site or website for access by taxpayers and organizations that the agency partners with for tax preparation service.

4. Tasks:

4.1. Sub-Task 1: Orientation Briefing

Within two weeks of contract award, the contractor shall conduct an orientation briefing to the Internal Revenue Service. The intent of the briefing is to initiate the communication process between the Government and contractor by introducing key participants, explaining their roles, reviewing communication ground rules, and assuring a common understanding of task order requirements and objectives. The orientation briefing shall be held virtually, and both parties shall mutually agree upon the date and time.

4.2. Sub-Task 2: Web Conferencing Requirements

The Contractor shall provide Software as a Service (SaaS)-based, multipoint communication web conferencing services that includes the training and support necessary for users to fully utilize the service. Collaboration between participants shall include the sharing of applications, files, web URL’s, web browsers, and computers.

The Contractor shall ensure that the web conferencing capabilities includes the following:

4.2.1. The web conferencing platform shall allow for four (4) classes of end-users at a minimum:

Host/Producer – The user who initiates the web conference. The host can grant presenter rights to other conference participants. The host shall be able to control the conference by inviting/expelling users to/from the conference, share content, conduct a poll, mute participant audio, edit video, develop meeting templates, etc. The host/producer shall be able to invite participants to the instant meeting via email at the time of initiation. The host/producer shall also be able to schedule a meeting in advance and invite participants via email.

Co-Host – Share most of the controls that hosts have, allowing the co-host to manage the administrative side of the web conference, such as managing attendees or starting/stopping the recording. The host must assign a co-host. Co-hosts cannot start a webinar. If a host needs someone else to be able to start the webinar, they can assign an alternative host.

Presenter – The user who controls the conference by inviting/removing users to/from the conference, share content, conduct a poll, mute participant audio, etc. The presenter shall be able to grant/revoke presenter status to other participants.

Participant – A user who can engage in the audio portion of the conference, view shared resources such as applications, desktops, etc. In a meeting, participants can also upload and distribute files, participate in polls, and participate in instant messaging (IM) conversations.

4.2.2. The web conferencing platform shall support two (2) types of conferences:

Meeting – A conference type where all the participants can interact with each other as well as the host and presenter.

Webinar – A conference type where participants can only view materials shared by the presenter and listen to audio provided by the presenter. Participants cannot transmit audio or interact with each other.

4.2.3. The web conferencing platform shall be based on a monthly subscription.

The web conferencing platform should accommodate meetings/presentations for at least 3,000 participants and include audio and video presentation options for the presenter.

4.2.4. The web conferencing platform shall include transcription services, reporting options (including but not limited to number of participants registered & attended), video editing options and capabilities, the ability to record and playback a live web conference - available on demand, closed captioning, and a high-quality audio option to be delivered by way of phone system and/or device audio.

4.2.5. The web conferencing platform should provide recordings in MP4

(MPEG-4 Part 14) format. The platform shall ensure one or more the following video codecs are utilized:

• H.264/AVC: Widely adopted, offers good compression and broad compatibility, suitable for general streaming and video conferencing.

• H.265/HEVC: Successor to H.264, provides higher compression efficiency, ideal for high-resolution content like 4K.

• AV1: Royalty-free and open-source, designed for internet video with high compression rates.

4.2.6. The web conferencing platform shall be compatible with Text to Speech

(TTS), screen reader, CART service providers, or similar accessibility tools including, but not limited to keyboard navigation and visual contrast capabilities.

4.2.7. The web conferencing platform shall allow unlimited meetings.

4.2.8. The web conferencing platform shall provide an option for live Question and Answers (Q&As) during the web conference and Q&A transcript retrieval after web conference on demand.

4.2.9. The web conferencing platform shall be presented in a clear, concise interface. A clear, concise interface presents information and controls in a way that is easy to understand and use, minimizing distractions and focusing on the user's needs.

4.2.10. The web conferencing platform shall allow participants to join the conference via an application running on a mobile device. Mobile devices include phones, laptops, and tablets. The mobility feature shall support Android and iOS operating systems. The mobility client shall allow the participant to view shared materials as described in content sharing above and participate in the audio conference portion of the conference.

4.2.11. The Contractor shall support the latest version of Microsoft

Edge and one or more of the following software versions: Chrome, Firefox, and Safari.

4.2.12. The Contractor shall ensure that the proposed web conferencing platform can operate with different operating systems, including, at a minimum, Microsoft Windows, macOS, Android and iOS.

4.2.13. The web conferencing platform shall provide the ability to initiate voice over IP (VoIP) calls over the internet utilizing a PC, microphones, and speakers. This capability shall be available as an audio option to integrated audio. This feature shall only be used in conjunction with web conferencing platform.

4.2.14. The Contractor shall provide technical and administrative support.

Technical and administrative support includes training on the use of the platform, availability of technical support during scheduled meetings/presentations, and troubleshooting when services are not operating as effectively.

4.2.15. The Contractor shall ensure that the proposed web conferencing platform is compliant with the Web Content Accessibility Guidelines

(WCAG) 2.1, Level AA, or the most recent applicable version, as specified by the U.S. Access Board's Section 508 Refresh.

4.2.16. The Contractor shall ensure that the proposed web conferencing platform is compatible with the IRS’s existing firewall and network security infrastructure. The platform must operate effectively within IRS firewall constraints without requiring circumvention of established security protocols. If the platform is not initially compatible, the

Contractor shall collaborate with IRS Cybersecurity and Information

Technology teams to achieve compliance. This includes providing all necessary technical documentation, security configurations, and support to facilitate testing, troubleshooting, and approval.

4.2.17. The Contractor shall ensure all security controls and requirements for contractors (and their subcontractors) who handle or manage Internal

Revenue Service (IRS) Sensitive But Unclassified (SBU) information at contractor managed facilities using contractor managed resources are met utilizing Publication 4812, Contractor Security & Privacy Controls.

4.2.18. The Contractor shall ensure that the web conferencing platform is in technical compliance with web conferencing industry standards including, but not limited to:

• WebRTC (Web Real-Time Communication)

• Real-time Transport Protocol (RTP) and RTP Control Protocol

(RTCP)

4.2.19. The Contractor shall ensure that the platform meets FedRAMP

Authorization and clearance.

5. Place Of Performance – The place of performance will virtually be at the

Contractor’s site. No travel will be authorized on this contract.

6. Period Of Performance – The period of performance for any resultant order will include one base period and four option periods from effective date of award.

7. Government Furnished Property (GFP) – No GFP will be authorized on this contract.

8. Technical Points of Contact - To be provided upon contract award.

9. Section 508 Services Clauses:

Section 508 Services

For Development or Customization: All contracts, solicitations, purchase orders, delivery orders and interagency agreements that contain a requirement of services which will result in the delivery of a new or updated information and communication technology (ICT) item/product must conform to the applicable provisions of the appropriate technical standards in 36 CFR, Appendix C to Part 1194, and functional performance criteria in 36 CFR Chapter 3, unless an agency exception to this requirement exists at E202 General Exceptions.

Section 508 Conformance

When Less than Fully Conforming: Each information and communication technology (ICT) product and/or product related service delivered under the terms of this contract, at a minimum, shall conform to the applicable accessibility standards at 36 CFR, Appendix C to Part 1194 at the level of conformance as specified in the

Attachment entitled Attachment A., Voluntary Product Accessibility Template

(VPAT).

Section 508 Accessibility of Information and Communication Technology

(100% Compliance)

When Fully Conforming: Each information and communication technology (ICT) product or service furnished under this contract shall comply with the Information and Communication Technology Accessibility Standards (36 CFR, Appendix C to

Part 1194). If the Contracting Officer determines any furnished products or services are not in compliance with the contract, the Contracting Officer will apply the remedies described under FAR 52.246-2, Inspection of Supplies – Fixed Price or

FAR 52.246-4, Inspection of Services – Fixed Price.

The following technical standards have been determined to be applicable to this contract (Reference - ICT Accessibility 508 Standards):

Chapter 5: Software

502 Interoperability with Assistive Technology

• 502.1 General https://www.access-board.gov/ict/

• 502.2 Documented Accessibility Features

• 502.2.1 User Control of Accessibility Features

• 502.2.2 No Disruption of Accessibility Features

502.3 Accessibility Services

• 502.3.1 Object Information

• 502.3.2 Modification of Object Information

• 502.3.3 Row, Column, and Headers

• 502.3.4 Values

• 502.3.5 Modification of Values

• 502.3.6 Label Relationships

• 502.3.7 Hierarchical Relationships

• 502.3.8 Text

• 502.3.9 Modification of Text

• 502.3.10 List of Actions

• 502.3.11 Actions on Objects

• 502.3.12 Focus Cursor

• 502.3.13 Modification of Focus Cursor

• 502.3.14 Event Notification

• 502.4 Platform Accessibility Features

503 Applications

• 503.1 General

• 503.2 User Preferences

• 503.3 Alternative User Interfaces

• 503.4 User Controls for Captions and Audio Description

• 503.4.1 Caption Controls

• 503.4.2 Audio Description Controls

504 Authoring Tools

• 504.1 General

• 504.2 Content Creation or Editing

• 504.2.1 Preservation of Information Provided for Accessibility in Format

Conversion

• 504.2.2 PDF Export

• 504.3 Prompts

• 504.4 Templates

Chapter 7: Referenced Standards

702.10.1 WCAG 2.0

• 1.1.1 Non-text Content

• 1.2.1 Audio-only and Video-only (Pre-recorded)

• 1.2.2 Captions (Pre-recorded)

• 1.2.3 Audio Description or Media Alternative (Pre-recorded)

• 1.2.4 Captions (Live)

• 1.2.5 Audio Description (Pre-recorded)

• 1.3.1 Info and Relationships

• 1.3.2 Meaningful Sequence

• 1.3.3 Sensory Characteristics

• 1.4.1 Use of Color

• 1.4.2 Audio Control

• 1.4.3 Contrast (Minimum)

• 1.4.4 Resize Text

• 1.4.5 Images of Text

• 2.1.1 Keyboard

• 2.1.2 No Keyboard Trap

• 2.2.1 Timing Adjustable

• 2.2.2 Pause, Stop, Hide

• 2.3.1 Three Flashes or Below

• 2.4.1 Bypass Blocks

• 2.4.2 Page Titled

• 2.4.3 Focus Order

• 2.4.4 Link Purpose (in Context)

• 2.4.5 Multiple Ways

• 2.4.6 Headings and Labels

• 2.4.7 Focus Visible

• 3.1.1 Language of Page

• 3.1.2 Language of Parts

• 3.2.1 On Focus

• 3.2.2 On Input

• 3.2.3 Consistent Navigation

• 3.2.4 Consistent Identification

• 3.3.1 Error Identification

• 3.3.2 Labels or Instructions

• 3.3.3 Error Suggestion

• 3.3.4 Error Prevention (Legal, Financial, Data)

• 4.1.1 Parsing

• 4.1.2 Name, Role, Value

The standards do not require the installation of specific accessibility-related software or the attachment of an assistive technology device, but merely require that the ICT be compatible with such software and devices so that it can be made accessible if so required by the agency in the future.

Chapter 3: Functional Performance Criteria

The following functional performance criteria (36 CFR Chapter 3) apply to this contract.

• 302.1 Without Vision

• 302.2 With Limited Vision

• 302.3 Without Perception of Color

• 302.4 Without Hearing

• 302.5 Without Limited Hearing

• 302.6 Without Speech

• 302.7 With Limited Manipulation

• 302.8 With Limited Reach and Strength

• 302.9 With Limited Language, Cognitive, and Learning Abilities

Section 508 Information, Documentation and Support

In accordance with 36 CFR, Appendix C to Part 1194, the information and communication technology (ICT) products and product support services documentation furnished in performance of this contract shall be provided at no additional cost. The contractor shall provide information, documentation, and support relative to the supplies and services as described in the statement of work.

The following technical standards and provisions have been determined to be applicable to this contract:

Chapter 6: Support Documentation and Services

Support Documentation

• 602.2 Accessibility and Compatibility Features

• 602.3 Electronic Support Documentation

• 602.4 Alternate Formats for Non-Electronic Support Documentation

Support Services

• 603.2 Information on Accessibility and Compatibility Features

• 603.3 Accommodation of Communication Needs

(End of Clauses)