SSED SOW FINAL.pdf

Statement of Work

Support Services for Employees with Disabilities (SSED 2) Contract

1.0 SCOPE

This IDIQ is for the acquisition of commercially available hardware and software Assistive Technology (AT) and support services for qualified employees with disabilities at the Internal Revenue Service (IRS). The maintenance and software support cover AT provided under this IDIQ and specified AT purchased under the previous contract. The Information Resources Accessibility Program Office (IRAP) will identify items procured under the previous contracts that must require maintenance under this IDIQ. The work to be performed by the contractor must fulfill the IDIQ requirements of IRS offices Service-wide.

IRAP Program Office AT services include:

1. Evaluating the needs of qualified individuals with disabilities to determine the appropriate assistive computer technology to accommodate functional limitations.

2. Evaluating new AT for potential use within the IRS.

3. Purchasing AT with associated maintenance and training.

4. Assisting customers with AT features and functions.

5. Furnishing technical assistance to local Desktop Support staff to resolve complex assistive hardware and software issues.

The Architectural and Transportation Barriers Compliance Board (Access Board or Board), issued Revised Section 508 Standards for information and communication technology developed, procured, maintained, or used by Federal agencies covered by section 508 of the Rehabilitation Act of 1973, as well as our guidelines for telecommunications equipment and customer premises equipment covered by Section 255 of the Communications Act of 1934. The revisions and updates to the section 508-based standards and section 255-based guidelines ensure that information and communication technology covered by the respective statutes are accessible to and usable by individuals with disabilities comparable to those without disabilities.

The IRS, IRAP Program Office manages and oversees a Service-wide program to help make ICT systems accessible to employees and customers with disabilities. The IRAP Program Office’s mission is to enable accessible information technology (IT) through integrated solutions, services, and standards.

2.0 DEFINITIONS

"Assistive Technology (AT)" -hardware and software items whose primary function is to adapt information technology for use by individuals with disabilities.

"Commercially available off-the-shelf (COTS) item”- AT products that meet the criteria set forth in Federal Acquisition Regulation (FAR) Subpart 2.1—Definitions. FAR 2.1 also include the definitions for "commercial component", "commercial computer software" and "commercial item.”

"Original Equipment Manufacturer (OEM)”- the actual manufacturer and point of origin of the equipment.

"Item" - any single AT hardware or software component and any combination (i.e., “bundling”) of those components provided by the contractor to meet the requirements of this section.

“Common Operating Environment (COE)”

3.0 REQUIREMENTS/DELIVERABLES

The contractor shall provide the necessary personnel, materials, products, and services to perform the tasks as set forth below. These include the provision of:

1. AT (hardware and software) with associated manuals/publications in an accessible format available from the manufacturer/supplier.

2. Maintenance and repair for AT hardware Items.

3. Software Maintenance Agreements (SMAs) for AT software items, as available.

4. Technical support for AT software items from the product’s contractor shall be available to assist the IRAP Program Office technical support staff with issue resolution.

5. Training on the use of AT hardware and software items.

The contractor shall provide documentation deliverables in an accessible format and fully Section 508 compliant.

The Government reserves the right to request additional services by issuing task orders for performance of specific units of work (tasks). These tasks will be specifically designed in a task request to the Contractor. A task order will specify and authorize work to be performed by the Contractor to satisfy the Government’s requirements.

All documentation provided by the vendor shall be compatible with the current version of the IRS COE approved version of Microsoft Office. COR will notify vendor of current version at the time of the award. COR will also notify vendor any future version changes to the IRS COE.

3.1 Task 1 - Provide Assistive Technology

The contractor shall provide all hardware and software items identified in Attachment 1, Assistive Technology (AT) Technical Specifications, of this SOW. All technical documentation (i.e., manuals) shall be provided for each product in the accessible format requested by the customer. From the day the order is placed, all AT shall be delivered within fifteen (15) calendar days and training for hardware shall be completed within thirty (30) calendar days after installation. Training for software shall be delivered within thirty (30) calendar days after receipt of approved product checklist from the customer. A copy of the approved product checklist must be sent electronically to the COR within (2) business days after receipt.

When the contractor’s technical assistance is only available through purchased support, the contractor shall supply a contract line item (CLIN) to purchase the renewable program support with each software package proposed. This program support shall be in the form of technical issue resolution and program updates in accordance with the terms of the product manufacturers.

Technical issue resolution shall apply to AT hardware and software. Program updates shall apply to software items.

3.1.1 Reporting Warranty & Maintenance Issues

The contractor shall provide a single toll-free warranty/maintenance telephone number with voice and TTY access and email address. The telephone number may consist of two (2) individual toll-free lines; one with voice and the other with TTY access. IRS employees will contact the specified number or email address to report problems with AT hardware covered under this contract. The service shall be available 24 hours per day, seven days per week until the last day of warranty coverage provided by the contractor. (Note: Warranty coverage may exceed the life of the IDIQ - Section 3.2.1.6 (Maintenance - Warranty Service)). A technical representative shall be available to receive calls between the hours of 8:00 a.m. and 7:00 p.m.

Eastern time, Monday through Friday, excluding federal holidays. The ability for IRS employees to leave messages either through voice or TTY is acceptable at other times for 24 hours, seven-day coverage.

3.1.2 Perpetual Enterprise Software Licenses

Software licenses throughout this document may be referred to as “perpetual” or “enterprise” licenses however all licenses shall be perpetual licenses. In all cases, the IRS shall be acquiring fully paid perpetual licenses that shall list the IRS as the licensee. The IRS shall have a permanent and irrevocable right to use the software at no additional charge even upon the contract’s expiration.

Software products provided as perpetual Agency wide enterprise licenses shall:

1. Be packaged to allow downloading or execution from a remote network location.

2. Be self-contained and shall not require any network components to function successfully.

3. Not require the un-installation of previous versions or significant system cleanup efforts.

4. Have automated and customizable installation options clearly identifying all default settings.

5. Have an installation that creates at a minimum Start menu and Desktop entries and icons respectively.

6. Provide a mechanism for removal from the system that resides on the client system, which is accessible through the standard Add/Remove Programs control panel.

7. Be priced by number of users, not by number of sites.

8. Be purchased individually, in blocks of 5, 10 and 50.

9. Include a method for disabling automatic updating capabilities, where applicable, if such a method is provided by the manufacturer. Internet communication is prohibited to receive/install product updates.

The installation package shall be available fifteen (15) calendar days from the day the order is placed. If there are any problems with the deliverable, it shall be corrected and delivered within the next five (5) business days.

3.1.3 Supplies

The contractor shall provide all connecting hardware (i.e., cables, converters/connectors, and other intermediate components) necessary for the operation of AT with existing information technology in accordance with manufacturer/supplier specifications.

Hardware-specific software, such as speech drivers, mouse drivers, and video drivers, shall be provided as applicable with the hardware item. Hardware accessories that are typically bundled with commercial software shall be provided as separate contract line items to be used in conjunction with the enterprise software.

3.1.4 Delivery Instructions

AT acquired under this IDIQ shall be delivered to the centralized service delivery location or otherwise specified at the time of the award and is subject to change.

The contractor shall deliver all AT, related manuals, and publications within fifteen (15) calendar days of receipt of the order.

No later than three (3) business days prior to delivery, the contractor shall notify COR via email and provide the following info, customer; customer manager; reasonable accommodation coordinator with a cc to the COR’s the following identifying information shall include, but not limited to:

1. Identify partial or complete tracking in subject line.

2. Order number.

3. Customer name.

4. Product name.

5. Shipped date.

6. Shipping company.

PLEASE NOTE: All IRAP equipment is first shipped to the Austin Equipment Depot. Once Austin receives the equipment, it must be cataloged and barcoded (if required), and then shipped out once all IRAP equipment for a request has been received and the KISAM request has been share assigned with the Depot. IRS employees should contact the Enterprise Service Desk for the name of the assigned Deskside tech, or for the status of the request once Austin has shipped out equipment.

The designated service delivery address(s) is subject to change. The IRS will send an official notification notifying vendor of address changes 15 days prior to the change.

After the delivery of the requested AT, the contractor shall ensure the customers do not receive electronic or hard copy advertisements, update notices or software maintenance agreement renewal notices from any of the equipment manufacturers/suppliers.

3.1.5 Packaging

The Contractor shall provide the IRS a complete product package (including product CD’s and documentation) for each item ordered via the contract. All software shall be provided on CD Rom for each item ordered. All non-network software shall be packaged for single user use.

The Contractor shall provide hardware items in complete manufacturer’s packaging that includes the product, product documentation, required software, and connectors.

The Contractor shall provide the IRS an accessible electronic copy of product documentation for all equipment proposed by the contractor within fifteen (15) calendar days of award of the contract. The contractor shall also provide access to required product software, which includes all current software drivers within the same timeframe and at no additional cost to the Government.

The Contractor shall provide the IRS revised/updated documentation and/or product software drivers when those items are available to the public.

3.1.6 Assistive Technology – Substitutes

The contractor may propose item substitutions in cases where a contracted item is or will be going out of production or an item is expected to be unavailable for more than (30) calendar days. Prior to the fifteen (15) day delivery requirement (as outlined in 3.1.4 Delivery Instructions) and within two (2) business days of establishing that an item identified under this IDIQ meets either of the above criteria, the contractor shall notify the CO and COR, by e-mail, requesting approval for a specific substitution item. The substitution item, if approved, shall be used for pending and/or future orders. The notice must reference this clause and provide all the required information to the CO and the COR. If the substitution is approved, a contract modification shall be executed.

Substitution requests shall be approved under the following conditions:

1. The functional and performance characteristics of proposed substitute items are equal to or better than those of the items they are to replace.

2. The prices of the substitute items are equal to or less than those of the items they are to replace.

3. The prices of training and maintenance shall not increase with the substituted item.

Delivery of substitute items shall be subject to the requirements of Section 3.2.4 (Delivery Instructions) of this SOW. The IRS CO may grant an extension to the delivery time on pending orders. If granted, the extension for shipment shall be for no greater period than five (5) business days after the CO has given approval for the substitution.

Proposed substitutions related to AT hardware items that are in production and still available for delivery within the next 30 calendar days shall be proposed IT advancements. They shall be subject to the terms of Section 3.1.6 (Assistive Technology - Substitutes) exceptions to this clause shall be made if the AT hardware can no longer be integrated with the IRS standard IT configuration. The product substitution can then be affected subject to the terms of Section 3.1.4 (Delivery Instructions).

The contractor must notify the COR’s no later than two (2) business days after they are informed of a backorder. The COR’s will also be notified immediately when shipment of equipment has resumed.

3.1.7 Information Technology (IT) Advancements

During the life of the contract, the IRS may solicit, and the contractor may propose, advancements in AT and related support services. Such advancements shall take the form of (1) enhancements that increase the capabilities, features, or functions of the AT and support services or that add new capabilities, features, or functions; or (2) improvements or refinements to existing capabilities, features, or functions of the AT and support services. Enhancements and improvements may include the addition of new products, or the replacement of a contract item still available for purchase with another item that exceeds the requirements and capabilities of the original item.

A proposed advancement must also meet the following criteria:

1. Potential to improve the job performance of employees with disabilities.

2. Provide cost savings to the Government.

3. Satisfy changing IT requirements of the Government and its employees with disabilities; or,

4. Present some other advantage to the Government.

The addition of the item to the IDIQ should be more beneficial than maintaining the status quo.

At a minimum, any proposal submitted by the contractor pursuant to this section shall include:

1. Statement that the proposal is being submitted pursuant to this section.

2. Detailed technical description of the proposed advancements.

3. Detailed feature comparison of the proposed advancement with existing similar contract items. The comparison should include the advantages and disadvantages of each product.

4. List of each contract requirement that would be affected by the proposed advancements.

5. Estimate of any projected changes (increases or decreases for all option years) to the contract’s price, and a description of the sources of such increases/decreases (e.g., AT, training, remedial maintenance).

6. Assessment of the proposal’s impact on non-contractual factors (e.g., site, operations, replacement of or changes/upgrades to IT previously acquired).

7. Period for which the proposal is valid. This period shall provide reasonable time for the IRS to review the proposal, at a minimum sixty (60) calendar days.

8. Proposed travel costs (see Section 3.3 Task 3 for historical data).

The contractor may withdraw, in whole or in part, any proposal that is not accepted by the Government within the specified time for which the proposal is valid. The CO shall accept or reject any proposal in writing. The CO’s decision to accept or reject any proposal shall be final and shall not be subject to the terms of the “Disputes” clause of the contract. If the quote is accepted, the CO shall issue a contract modification to incorporate any changes into the IDIQ, including any increases or decreases to the IDIQ price. Unless and until the IDIQ is modified in writing to incorporate any changes resulting from the acceptance of a proposal, the contractor shall continue to perform in accordance with the contract’s existing terms and conditions.

The contractor shall identify any information (intellectual properties or trade secrets) contained in its proposal that it considers proprietary, however, the contractor is advised that the information may be subject to the Freedom of Information Act (5 U.S.C. 552).

The contractor shall provide an accessible electronic New Technology Report (MS Excel Spreadsheet – compatible with the current version of the IRS COE approved of Microsoft Office) identifying new technologies and potential hardware/software issues that could negatively impact the enterprise or a negative response when applicable.

This report shall be sent to the COR no later than the third (3rd) of the month for October, January, April, and July. Identifying information shall include, but is not limited to:

1. Product name

2. Manufacturer name

3. Description of product

4. Specifications of product

5. Link to product

6. Commercial cost of product

7. Benefit(s) to customer

The contractor shall provide an accessible electronic Hardware/Software Potential Issues Report (MS Excel Spreadsheet – compatible with the current version of the IRS COE approved of Microsoft Office) identifying new technologies and potential hardware/software issues that could negatively impact the enterprise or a negative response when applicable.

This report shall be sent to the COR no later than the third (3rd) of each month. Identifying information shall include, but is not limited to:

1. Product name

2. Manufacturer name

3. Current Compatibility Issues

4. Forecasted Issues

5. Future Recommendations

IRAP shall have the option to request a face-to-face meeting with the vendor and manufacturer to discuss issues on a quarterly basis.

3.1.8 Assistive Technology Assessments

The Contractor shall provide Assistive Technology Assessment Services, on an as needed basis, for the following:

a. Deaf/Hard of Hearing

b. Mobility

c. Learning Disability

d. Blind/Low Vision

e. Combination of all

At a minimum, the Assistive Technology Specialist must possess the necessary skills to conduct the AT assessment as directed by the Agency. The assessments shall be conducted using the Agency check lists and must be provided remotely via telephone.

Assistive Technology Specialist

• Expert knowledge of Assistive Technology (AT), its performance, capability, baseline interoperability.

• Experience in configuring and teaching others how to use Dragon, ZoomText, and JAWS as well as other AT.

• Computer experience with mainstream applications such as MS Office.

• Knowledge of interoperability issues between mainstream hardware, software and assistive technology.

EDUCATION/EXPERIENCE

• A minimum of a bachelor’s degree in a relevant technical area is desired.

• No less than 3 - 7 years of relevant experience with Assistive Technology and fundamental knowledge of Sections 504 and 508 of the Rehabilitation Act of 1973.

JOB FUNCTION:

• Conduct AT assessments for Agency employees with the guidance of IRAP’s Agency AT assessment checklists.

• Suggest AT recommendations utilizing the SSED product catalog.

• Assessments must be conducted via telephone and shall take no more than one (1) hour, which includes the coordination of activities following the assessment.

• The AT Specialist will forward the checklist results to the COR for review and approval within one (1) business day following the conclusion of the assessment. If the COR has any questions, they shall have the option to contact the AT Specialist.

3.2 Task 2 - Maintenance

3.2.1 Maintenance of Assistive Technology Hardware

The contractor shall provide maintenance for the assistive technology hardware items acquired under this IDIQ and specified AT purchased under the previous contract. The Assistive Technology Items Currently Owned by the IRS includes hardware items purchased under previous contracts that are owned by the IRS. This list is not all inclusive; it only includes items that were purchased on or before the release of the solicitation. The contractor shall also be responsible for items purchased after that date through IDIQ award through other contract vehicles. The contractor may provide maintenance directly through the respective manufacturers/suppliers, but the contractor shall always retain responsibility for meeting the hardware maintenance requirements of this contract.

IRAP will Assistive Technology Items Currently Owned by the IRS This information will be made available upon award.

The number of maintenance calls for January 2022 – December 2022 was 34 that includes (braille displays; monitors; keyboards; keypad; headset/amplifiers; CCTV).

The effective date for maintenance of newly acquired items shall not be prior to the expiration of the warranty service period in effect in accordance with Section 3.2.1.6 (Maintenance – Warranty Service) of this SOW.

The contractor shall make available any standard commercial maintenance practices of manufacturers/suppliers that provide service that exceeds or otherwise adds to the level of service described in this Section.

3.2.1.1 Remedial On-Call Maintenance

Remedial maintenance shall consist of those actions taken to restore a malfunctioning hardware item to a condition in which it operates in accordance with the manufacturer’s/supplier’s specifications. It shall include labor, parts, tools, test equipment, diagnostic software and transportation. Replacement parts or units shall be provided in like new condition (i.e., physical appearance and operability).

It shall cover, at no additional cost:

1. Replacement parts.

2. Replacement of one hardware item with another of the same make and model.

3. Substitute items (if approved per Section 3.1.6 (Assistive Technology – Substitutes).

4. Contractor-sponsored alterations or attachments.

5. OEM-sponsored information technology advancements proposed in accordance with Section

3.1.6 (Assistive Technology – Substitutes) by the contractor.

The contractor shall provide remedial on-call maintenance specified herein at fixed monthly rates for each assistive technology hardware item. This includes both newly acquired items and items previously owned. The Government shall have the option of ordering remedial on-call maintenance on an item-by-item basis. For AT hardware items acquired under this contract, the Government shall notify the contractor of any intent to order remedial on-call maintenance service no less than fifteen (15) calendar days prior to the expiration of the warranty covering the applicable AT hardware item. For items currently owned by the IRS, such notice shall be given within fifteen (15) calendar days of award of this contract. The Government shall give the contractor at least fifteen (15) calendar days’ notice of any intent to discontinue remedial on-call maintenance service provided on any AT hardware item. The contractor shall test defective and repaired hardware in accordance with the IRS standards, guidelines, and matrices. The contractor shall submit test plans for the IRS approval within thirty (30) calendar days of award of the contract.

3.2.1.2 Principal Period of Maintenance

Remedial maintenance shall be performed during the Principal Period of Maintenance (PPM) in response to notification received from an IRS representative. The PPM shall be specified in orders identifying the on-call maintenance requirements of specific IRS locations. It shall be a consecutive eleven (11) hour period between the hours of 8:00 a.m. and 7:00 p.m. eastern time, Monday through Friday, excluding federal holidays. Contractor maintenance personnel shall respond to the maintenance request within four (4) hours of receipt of a remedial maintenance call made during the PPM by a representative at that location. Should the call from any location be received at 2:00 p.m. or later (relative to the time zone the equipment is in), the maintenance representative shall have until 9:30 a.m. (relative to the time zone the equipment is in) of the following business day to respond. The contractor shall provide a means by which IRS site representatives can directly contact a maintenance representative on the first call, or leave a message with a central dispatcher, a toll-free service, or similar facility that can handle voice and TTY calls.

Contractor service representatives may attempt to resolve AT hardware problems by means of performing onsite support at an IRS location or alternatively providing telephone technical support. Telephone technical support, after first attempting to resolve the problem, can be conducted with the assistance of an IT (Information Technology) Desktop Support Technician and/or IRAP Program Office technician.

The contractor shall complete all remedial maintenance by the end of the PPM on the second business day following the day of receipt of the remedial maintenance call. If maintenance is done on site and the hardware cannot be fixed without removing the item, a loaner shall be left at that time (for all items except for a Braille printer). When repairs are not handled on site and if the AT hardware cannot be restored to satisfactory operating condition (manufacturer’s/supplier’s standards of operability) within such a period, the contractor shall provide a like new loaner hardware by overnight delivery or the fastest available shipping method.

If the original unit cannot be repaired to operate in accordance with the manufacturer’s/supplier’s specifications, a like new replacement unit must be provided. The replacement unit shall be an identical or comparable product currently available on this contract. Replacement AT hardware items shall be subject to the warranty service provisions of Section 3.2.1.6 (Maintenance – Warranty Service).

3.2.1.3 Maintenance Credits

Should the contractor fail to respond within four (4) hours of receipt of a remedial maintenance call or by 9:30 a.m. (eastern time) of the following business day, as applicable, and should the contractor be unable to restore the AT hardware to satisfactory operating condition by the end of the PPM on the second business day following the day of receipt of the call, this will be viewed as the contractor’s failure to meet the terms and conditions of the agreement and may result in the issuance of a show cause or cure notice and may be reported as negative past performance information.

3.2.1.4 Remedial Maintenance Reports

The contractor shall provide an accessible electronic monthly Remedial Maintenance Report (MS Excel Spreadsheet – compatible with the current version of the IRS COE approved of Microsoft Office) of the previous calendar month to the COR no later than the third (3rd) of the month. The report shall reference individual maintenance issues and their resolution. The IRS reserves the right to request additional reporting information as needed.

The Remedial Maintenance Report shall include:

1. Contractor record number.

2. Order number.

3. Customer name.

4. Customer city.

5. Customer state.

6. Customer zip code.

7. POC (if different than customer).

8. Manufacturer name of product.

9. CLIN of product.

10. Model of product.

11. Date the equipment was placed into service

12. Date incident opened.

13. Time incident opened.

14. Description of product malfunction.

15. How the product was fixed.

16. Resolution (repaired, replaced, tech support provided, no trouble found, not covered.)

17. Date closed.

Any equipment listed but not resolved on last month’s report shall also be listed on the next month’s report. The unresolved equipment issues shall be identified as such and shall be contained on a separate worksheet in the Remedial Maintenance Report.

The contractor shall provide an accessible electronic monthly Maintenance Calls Report (MS Excel Spreadsheet – compatible with the current version of the IRS COE approved of Microsoft Office) to the COR no later than the third (3rd) of the month notating the number of maintenance calls per product of the previous calendar month and be cumulative.

It shall include but is not limited to:

1. Month.

2. Product.

3. Number of calls.

4. Total for month.

5. Total for year.

The contractor shall provide an accessible electronic monthly Maintenance Payment Report (MS Excel Spreadsheet – compatible with the current version of the IRS COE approved of Microsoft Office) due to the COR no later than the third 3rd business (day of the week).

The report shall include, but not limited to:

“Product additions” per month

1. Maintenance period month.

2. Product CLIN.

3. Order number.

4. Customer name.

5. Product serial number.

6. Date product added.

7. Product maintenance cost.

8. Total maintenance cost for that product CLIN.

9. Total maintenance cost for the product additions for that month.

A separate tab in this report shall be titled, “Removals” and shall include, but not limited to:

Product removals per month

1. Maintenance period month.

2. Product CLIN.

3. Order number.

4. Customer name.

5. Product serial number.

6. Removal date of product.

7. Product maintenance cost.

8. Total maintenance deduction cost for that CLIN.

9. Total maintenance deduction cost for the additions for that month.

The Agency will send written notification to the vendor when products are removed from maintenance. A separate tab in this report shall be titled, “Summary” and shall include, but not limited to: Maintenance Totals

1. Product CLIN.

2. Description of CLIN.

3. Maintenance cost of product.

4. Fiscal year.

5. Total count of the CLIN per month.

6. Total cost of the CLIN per month.

7. Total count for all months.

8. Total cost for all months

9. Total cost for payment.

The COR shall approve the monthly maintenance payment report. Upon approval, the contractor shall submit an invoice to the IRS for payment.

3.2.1.5 Optional Time and Materials On-Call Maintenance

At the request of the Government, the contractor shall provide optional time and materials on-call maintenance of all AT hardware items purchased or maintained under this IDIQ not otherwise covered by remedial maintenance. Time and materials maintenance shall consist of the labor expended and the materials used to restore a malfunctioning hardware item to a condition in which it operates in accordance with the manufacturer/supplier specifications and can only be requested by the COR for this office to pay for the service. Such maintenance shall be performed during the PPM and at the fixed labor rates set forth in the contract, in response to notification received from an IRS representative. When time and materials maintenance is invoked, the IRS shall receive an itemized cost estimate, in writing, from the contractor within five (5) calendar days of receiving the hardware. The COR shall provide, in writing, notice to go forward with the repair or reject the repair. When the repair is rejected, the product shall be returned to the IRS. The cost estimate shall include all potential charges which the IRS could incur to bring the AT equipment back to manufacturer/supplier standards of operability. The PPM shall be as it is specified at Section 3.2.1.2 (Principal Period of Maintenance).

Requirements of Section 3.2.1.2 (Principal Period of Maintenance) that include receipt of maintenance calls, responses to maintenance calls, completion of maintenance and ultimate resolution of hardware problems, shall apply to optional time and materials on-call maintenance, except that the contractor shall invoice the IRS itemizing labor, any replacement hardware items provided, and any materials used to restore the operability of malfunctioning hardware items.

Time and Materials can be invoked for any AT equipment purchased or maintained under this vehicle.

3.2.1.6 Maintenance - Warranty Service

The contractor shall provide warranty service for each AT hardware item acquired under this contract. The contractor may provide assistive technology hardware warranty service directly through manufacturers/suppliers, but the contractor shall always retain responsibility for meeting the warranty service requirements of this contract.

The warranty service period shall begin on the acceptance date from when the AT items have been received by the agency. The warranty period begins again if the equipment is replaced by the contractor. Warranty issues shall be reported in accordance with Section 3.1.1 (Reporting Warranty & Maintenance Issues) for the applicable AT hardware item. It shall extend for a period of 365 calendar days, or such longer period as might be provided by the manufacturer/supplier standard commercial warranty. During the warranty period, the contractor shall correct all AT hardware problems, and shall otherwise repair, or replace as necessary, all defective AT hardware at no cost.

If a hardware item requires more than three (3) repairs for the same problem, while under warranty or under maintenance the product shall be replaced at no additional cost to the Government.

If the AT hardware item’s manufacturer/supplier provides a standard commercial warranty that exceeds 365 calendar days, then the warranty service provided during the first 365 calendar days shall be in accordance with the requirements set forth in this contract. On calendar day 366, the contractor shall then begin to provide the additional period of warranty service in accordance with the terms of the manufacturer/supplier standard commercial warranty.

3.2.1.7 Maintenance of Assistive Technology Software

The contractor shall provide support (including any available software maintenance agreement) for each AT software item acquired under this IDIQ and for AT software currently owned by the IRS, as identified below. The contractor may provide support of AT software items directly through the respective manufacturers/suppliers, but the contractor shall always retain responsibility for meeting the software support requirements of this contract.

Commercial software currently owned by the IRS.

Software renewal in January.

DESCRIPTION (As of 4/16/2024)

Dragon Naturally Speaking Professional 698 Dragon Naturally Speaking Legal 80

JAWS 453

JAWS with Remote Terminal Services 11 Duxbury 140 JSay 3 Kurzweil 1000 287 Kurzweil 3000 76 Zoomtext 902

3.2.2.1 Software Support Requirements

For all commercial software and its documentation acquired under this contract, the software support that shall be given by the contractor shall consist of:

1. The correction of errors (defective media and defective application software).

2. The provision of all releases/updates and versions/upgrades.

3. Any changes, modifications, or improvements not otherwise incorporated therein, that are made available over the life of the contract, whether they are performed or produced by the contractor, its subcontractors or suppliers, or the software author or manufacturer.

4. Technical issue resolution, as a support service to the IRAP Program Office technical support staff.

The IRS reserves the right to accept or reject releases, versions, changes, modifications, and improvements to software items. If they are accepted, the contractor shall support the software and its documentation so altered. If they are rejected, the contractor shall continue to support the software and its documentation. The Government shall be able to accept or reject any further releases, versions, changes, modifications, or improvements to the software and its documentation.

Program support for technical issue resolution for AT software shall address incompatibility with IRS applications and general AT software function issues. This support shall take the form of telephone consultations, email/online and/or onsite visits from manufacturer technical staff for resolving problems, which prevent the software from performing as expected with IRS and Commercial Off-The Shelf Software (COTS) applications. Some companies offer this support service as a separate entity from software updates and must be purchased as such. Others incorporate this service into their software maintenance agreement. This software support service shall be purchased in accordance with the software manufacturer specifications.

The IRS also reserves the right to post any free software documentation i.e., manuals, tutorials, quick reference documents or user guides to the IRAP Program Office web site for easy access by the customers.

3.2.2.2 Software Updates/Upgrades

When the manufacturer or supplier of any of the AT software makes available to purchasers of such software, releases/updates or versions/upgrades of their software at no additional cost (i.e., the support is included in the fixed price of the commercial software license), the contractor shall first supply the COR with a copy of the new enterprise software for testing purposes within twenty (20) calendar days of the commercial software release to the public.

3.1.2 (Perpetual Enterprise Software Licenses)

Enterprise Licenses, the IRS shall be furnished with software that does meet these provisions within seven (7) calendar days of notifying the contractor. The manufacturer shall also supply accessible relevant updated user documentation. Notice of acceptance or rejection shall be given to the contractor at the completion of testing.

Upon the approval from the COR, the enterprise license version of the software shall be posted to a secure IRS intranet location for download.

The contractor shall:

1. Deliver, at no additional charge, the enterprise release/update/upgrade (including current accessible electronic documentation) to the COR.

2. Accomplish this delivery without direction from the Contracting Officer and without the issuance of any modifications and any delivery orders by the Government.

3. Deliver the item as the current release/version of the software at no additional charge in response to future orders issued for the item without modification of the IDIQ and after approval from the COR.

4. Provide accessible electronic copy of the manufacturer/supplier installation instructions to accompany the enterprise software.

3.3 Task 3 – Training

The contractor shall provide AT and software training services to the Agency throughout the United States. Historically, the IRS trained a total of 113 end users in 2022 via phone, MS Teams and in person training.

The contractor shall train IRS employees in the use of all AT covered under this contract.

Training for hardware is to be delivered within thirty (30) calendar days after installation.

Training for software shall be delivered within thirty (30) calendar days after receipt approved of product checklist from customer. The contractor shall confirm installation of hardware and receipt of approved checklist prior to scheduling training.

If the contractor does not complete training within this time-period, it shall be viewed as the contractor’s failure to meet the terms and conditions of the agreement and may result in the issuance of a show cause or cure notice and may be reported as negative past performance information.

The Government shall also have the option of ordering training on a group basis, should the need arise. Groups shall consist of two categories, 5 or less and 10 or less. Training that has not been identified as “group” training in the Schedule of Supplies/Services shall be assumed to be “individual” training. Training shall be done at IRS Agency sites or at a location specified in the order.

After receipt of order the contractor shall send an introductory email to the customer, manager and COR. The email will identify the training ordered and the scheduling process. The contractor will notify the COR of any scheduling issues.

In the event the Government is responsible for a delay in the delivery of scheduled training, due to workstation malfunction, the Government shall bear the financial responsibility for said training and related expenses (i.e., travel expenses). This shall not apply in the event of user illness or other user unanticipated personal emergencies or “Force majeure”. In the event of a user illness or other user unanticipated personal emergency or “Force majeure” the contractor shall attempt to reassign the trainer to an alternate customer with training at minimal cost to the Government. The reassignment must be approved by the COR prior to the change.

Training to be provided by the contractor over the IDIQ life shall also include training in the use of:

1. Replacement AT items provided in accordance with Sections 3.2.1.1 (Remedial On- Call Maintenance), 3.2.1.5 (Optional Time and Materials On-Call Maintenance), or 3.2.1.6 (Maintenance – Warranty Service).

2. Substitute AT hardware provided in accordance with Section 3.1.6 (Assistive Technology Substitutes).

3. Releases/updates and versions/upgrades of AT software provided in accordance with Section

3.2.2.1 (Software Support Requirements).

The contractor shall provide an electronic (MS Excel Spreadsheet – compatible with the current version of the IRS COE approved of Microsoft Office) training report on or before COB every Friday. The IRS reserves the right to request additional reporting information as needed.

The report shall include:

1. Order date.

2. Order number.

3. Customers name.

4. Customers phone number.

5. Customers email.

6. City of customer.

7. State of customer.

8. Point of contact.

9. Pont of contact phone number.

10. Point of contact email.

11. Customer tour of duty (TOD).

12. Date(s) of training.

13. Trainer assigned by contractor.

14. Status of training.

15. Name of training.

16. IRAP CLIN(s).

17. Number of days.

18. Number of hours.

19. Date of installation.

20. Name of technician assigned.

21. Date of checklist approved.

22. Comments.

23. Date of Travel Invoice.

24. Travel Invoice number.

25. Travel Invoice amount.

26. IRAP @ fault (Y/N).

27. IRAP @ fault amount.

The report shall also include the same items identified above (1-27) under following tabs labeled:

Current, Completed, Cancelled, Credits.

In the event the contractor is responsible for a delay in the delivery of scheduled training, due to equipment failure (i.e., AT equipment dead on arrival, etc.) the contractor shall bear the financial responsibility for said training and related expenses (i.e., travel expenses).

Training and course hours shall be provided identified as below.

JAWS Part 1 individual user training Teaches basic navigation using JAWS.

Course hours 8.

JAWS Part 1 5 users or less training Teaches basic navigation using JAWS 5 users or less.

Course hours 8.

JAWS Part 1 10 users or less user training Teaches basic navigation using JAWS 10 users or less.

Course hours 8.

JAWS Basic Navigation in Windows individual user training Teaches basic navigation using JAWS with the windows operating system.

Course hours 8.

JAWS Part 2 Advanced individual user training Prerequisite for student: JAWS basic. Teaches JAWS managers, utilities designed to customize JAWS for use in a variety of applications.

Course hours 8.

JAWS Version Upgrade Changes individual user training

Teaches version upgrade changes.

JAWS Basic Navigation in SharePoint Online individual user training Teaches basic navigation using JAWS with SharePoint online.

Course hours 4.

JAWS Basic Navigation in SharePoint Online 5 users or less training

Teaches basic navigation using JAWS with SharePoint online 5 users or less.

Course hours 4.

JAWS Basic Navigation in SharePoint Online 10 users or less training Teaches basic navigation using JAWS with SharePoint online 10 users or less.

Course hours 4.

JAWS for Developers individual user training

Teaches product basics with a focus on using the product for testing for accessibility and compliance with Section 508.

Course hours 4.

JAWS for Developers 5 users or less training Teaches product basics with a focus on using the product for testing for accessibility and compliance with Section 508 for 5 users or less.

Course hours 4.

JAWS for Developers 10 users or less training Teaches product basics with a focus on using the product for testing for accessibility and compliance with Section 508 for 10 users or less.

Course hours 4.

JAWS with MS Teams individual user training Teaches navigation in MS Teams using JAWS.

Course hours 4.

Duxbury individual user training Teaches basic navigation in Duxbury.

Course hours 2

Duxbury 5 users or less training Teaches basic navigation in Duxbury 5 users or less.

Course hours 2.

Duxbury 10 users or less training Teaches basic navigation in Duxbury 10 users or less.

Course hours 2

Duxbury Version Upgrade Changes individual user training Teaches version upgrade changes.

Course hours 2.

ZoomText individual user training Teaches basic navigation using ZoomText.

Course hours 4.

ZoomText 5 users or less training Teaches basic navigation using ZoomText 5 users or less.

Course hours 4.

ZoomText 10 users or less training Teaches basic navigation using ZoomText 10 users or less.

Course hours 4.

ZoomText Version Upgrade Changes individual user training Teaches version upgrade changes.

Course hours 4.

ZoomText Basic Navigation in SharePoint Online individual user training, Teaches basic navigation using ZoomText with sharepoint online.

Course hours 4

ZoomText Basic Navigation in SharePoint Online 5 users or less training Teaches basic navigation using ZoomText with sharepoint online 5 users or less.

Course hours 4.

ZoomText Basic Navigation in SharePoint Online 10 users or less training Teaches basic navigation using ZoomText with sharepoint online 10 users or less.

Course hours 4.

ZoomText Developer’s individual user training Teaches product basics with a focus on using the product for testing for accessibility and compliance with Section 508.

Course hours 4.

ZoomText for developers 5 users or less training Teaches product basics with a focus on using the product for testing for accessibility and compliance with Section 508 5 users or less.

Course hours 4.

ZoomText for developers 10 users or less training Teaches product basics with a focus on using the product for testing for accessibility and compliance with Section 508 10 users or less.

Course hours 4.

ZoomText with MS Teams individual user training Teaches navigation in MS Teams using ZoomText.

Course hours 4.

Kurzweil 3000 individual user training.

Teaches navigation in Kurzweil 3000.

Kurzweil 3000 5 users or less training Teaches navigation in Kurzweil 3000 5 users or less.

Kurzweil 3000 10 users or less training

Teaches navigation in Kurzweil 3000 10 users or less.

Course hours 8.

Kurzweil 3000 Version Upgrade Changes individual user training

Kurzweil 1000 individual user training

Teaches navigation in Kurzweil 1000.

Kurzweil 1000 5 users or less training

Teaches navigation in Kurzweil 1000 5 users or less.

Kurzweil 1000 10 users or less training

Teaches navigation in Kurzweil 1000 10 users or less.

Kurzweil 1000 upgrade changes individual user training

Course hours 8.

Dragon Professional individual user training Teaches navigation using Dragon Professional.

Course hours 16.

Dragon Professional 5 users or less training Teaches navigation using Dragon Professional 5 users or less.

Course hours 16.

Dragon Professional 10 users or less training Teaches navigation using Dragon Professional 10 users or less.

Course hours 16.

Dragon Professional Version Upgrade Changes individual user training

Dragon Professional Developing Macro individual user training

Teaches developing macros using dragon professional.

Course hours 16.

Dragon Professional Basic Navigation in Edge individual user training Teaches basic navigation using Dragon with Edge.

Course hours 8.

Dragon Professional Navigation in Excel individual user training Teaches basic navigation using Dragon with Excel.

Course hours 8.

Dragon Professional Basic Navigation in Word individual user training Teaches basic navigation using Dragon with Word.

Course hours 8.

Dragon Professional Basic Navigation in SharePoint Online individual user training Teaches basic navigation using Dragon with SharePoint online.

Course hours 4.

Dragon Professional Basic Navigation in SharePoint Online 5 users or less training Teaches basic navigation using Dragon with SharePoint online 5 users or less.

Dragon Professional Basic Navigation in SharePoint 10 users or less training

Teaches basic navigation using Dragon with SharePoint online 10 users or less.

Course hours 4.

Dragon Professional for Developers individual user training Teaches product basics with a focus on using the product for testing for accessibility and compliance with Section 508.

Course hours 4.

Dragon Professional for Developers 5 users or less training Teaches product basics with a focus on using the product for testing for accessibility and compliance with Section 508 5 users or less.

Course hours 4.

Dragon Professional for Developers 10 users or less training Teaches product basics with a focus on using the product for testing for accessibility and compliance with Section 508 10 users or less.

Course hours 4.

Dragon Professional with MS Teams individual user training Teaches navigation in MS Teams using Dragon Professional.

Course hours 4.

Dragon Legal individual user training Teaches navigation using Dragon Legal.

Course hours 16.

Dragon Legal 5 users or less training Teaches navigation using Dragon Legal. 5 users or less.

Course hours 16.

Dragon Legal 10 users or less training Teaches navigation using Dragon Legal 10 users or less.

Course hours 16.

Dragon Legal Version Upgrade Changes individual user training Teaches version upgrade changes.

Course hours 4.

Dragon Legal Developing Macro individual user training Teaches developing macros in dragon Legal.

Course hours 16.

Dragon…