DRAFT FEMA SOW_OER_ CommunicationsRelayServices_RCC.pdf

FEDERAL EMERGENCY MANAGEMENT AGENCY (FEMA)

OFFICE OF EQUAL RIGHTS (OER)

RELAY CONFRENCE

CAPTIONING (RCC)

STATEMENT OF WORK (SOW) v.5 11.17.2021

I. BACKGROUND

Relay Conference Captioning (RCC) – is a real-time captioning service provided for individuals who are deaf or hard of hearing utilizing an Internet-based technology that allows for joining and participating in teleconference calls and web conferencing for communications with and within the Federal Government. This service, in conjunction with the Federal Communications Commission (FCC)’s Telecommunications Relay Services (TRS), will provide required telecommunications services previously supplied under GSA’s Federal Relay Services Contract.

The Offeror shall perform Relay Conference Captioning (RCC). This Relay Services shall relay calls to/from individuals who are Deaf, Hard of Hearing, Deaf/blind, or speech disabled who want to communicate with hearing individuals or hearing and speech impaired individuals. Other telecommunications relay services will be accessed through the FCC TRS and not under this contract.

The functional performance criteria require that all electronic and information technologies are usable for people who may be blind or have low vision, are Deaf or Hard-of-Hearing, have limited motor control or dexterity, or have speech or communications disabilities. These are the core requirements to achieve compliance with the Section 508 portion of the Rehabilitation Act of 1973. Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (P.L. 105-

220) requires that when Federal agencies develop, procure, maintain, or use electronic and information technology, they must ensure that it is accessible to people with disabilities. Federal employees and members of the public who have disabilities must have equal access to and use of information and data that is comparable to that enjoyed by non-disabled Federal employees and members of the public.

II. SCOPE

The Offeror shall provide Relay Conference Captioning (RCC). RCC is intended to provide telecommunications relay services for the Government and disaster survivors. This service should allow FEMA to ensure that all electronic and information technology (EIT) deliverables comply with the applicable technical and functional performance criteria of Section 508 unless exempt. The scope of the Communications Relay Services contract includes any services necessary for the Government to satisfy its worldwide relay services for the life of the contract.

The Office of Equal Rights is the within the Office of the Administrator and has the responsibility of ensuring that all FEMA staff, survivors, and our partners are able to communicate regardless of physical limiting factors.

FEMA uses the web-based interpretation services at its HQ in Washington D.C.

headquarters, ten Regional offices and Joint Field Office in the effected disaster areas. FEMA uses this service daily throughout the agency. The service is generally used during regular business hours, but the need must be met at all times in support disaster recovery efforts including nights, weekends and federal holidays.

III. DELIVERABLES

A. Specific Tasks/Requirements

1. Relay Conference Captioning (RCC) – real-time captioning shall be provided for individuals who are deaf or hard of hearing utilizing an Internet-based technology that allows for joining and participating in teleconference calls and web conferencing.

2. Minimum billing detail: specific accounting requirement would include identifying the following: Service Event and FEMA Disaster Number (if applicable), Scheduler Name, Scheduler email address, Date, Time, and Length of call.

3. Capability to provide a static internet link for individuals to access Internet-based technology providing real-time captioning for recurring teleconference calls and web conferencing.

B. Complaints and resolution

1. User reported deficiencies will be investigated and validated. Technical issues reported to the vendor will receive a response within 1 business day or less.

Complaints will be investigated, and a resolution will be reached within three business days.

C. Deliverable Table Deliverables SOW

Reference Description Frequency/Due Date

Invoices III.A.2 &

III.A.3

Invoices submitted every 30 days to include the invoice report.

Billing for current month will be submitted NLT end of following month – i.e. Sept invoice submitted NLT end of October.

Invoices submitted every 30 days.

Timely of Services

III.A.1 - 3 The accuracy and timeliness of services rendered as observed in periodic sampling. Validated customer complaint.

Daily (Calendar Days) when required

Deliverables SOW Reference

Description Frequency/Due Date

Daily Ops Calls III.A.3 Static link for recurring teleconference calls and web conferencing.

Daily (business days, excluding Federal holidays)

IV. GEOGRAPHIC COVERAGE

The Offeror shall provide RCC for both domestic and non-domestic locations.

Domestic locations are those within the fifty (50) United States, the District of Columbia, Puerto Rico, the U.S. Virgin Islands, Guam, and the Northern Marianas. All other locations are considered non-domestic.

V. DELIVERY SCHEDULE

All tasks are initiated through the vendor’s website at least 12-24 hours in advance. Service hours Mon-Fri, 0700-2030. During an active disaster, the service hours will also include nights, weekends and federal holidays (24-hour coverage).

VI. PERIOD OF PERFORMANCE

BASE 1 YEAR

OPTION YEAR ONE

OPTION YEAR TWO

OPTION YEAR THREE

OPTION YEAR FOUR

VII. PLACE OF PERFORMANCE

The place of performance will be the Contractor’s facilities.

VIII. TRAVEL

Contractor travel shall not be required for this requirement.

IX. POST AWARD CONFERENCE

The Contractor shall attend a Post Award Conference with the Contracting Officer and the COR no later than 14 business days after the date of award. The purpose of the Post Award Conference, which will be chaired by the Contracting Officer, is to discuss technical and contracting objectives of this contract and review the Contractor's draft project plan. The Post Award Conference will be held at the Government’s facility, located at 500 C Street, SW, Washington, DC or via teleconference.

X. SECTION 504 REQUIREMENTS

The Contractor/Provider shall comply fully with Section 504 of the Rehabilitation Act of 1973, as amended, which prohibits discrimination against qualified individuals with disabilities. No otherwise qualified individual with a disability shall, solely by reason of his or her disability, be excluded from participation in, be denied the benefits of, or subjected to discrimination under any program or activity for which the Contractor/Provider is awarded a contract and/or receives federal financial assistance from the Federal Emergency Management Agency.

This includes, but is not limited to, providing reasonable accommodations and modifications to ensure effective communication access, physical access, and program access to all participants, including persons with disabilities. The Contractor/Provider shall incorporate this language in any subcontracts related to the provision of the FEMA public-facing program or activity.

Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (P.L. 105-220) (codified at 29 U.S.C. § 794d) requires that when Federal agencies develop, procure, maintain, or use information and communications technology (ICT), it shall be accessible to people with disabilities. Federal employees and members of the public with disabilities must be afforded access to and use of information and data comparable to that of Federal employees and members of the public without disabilities.

All products, platforms and services delivered as part of this work statement that, by definition, are deemed ICT shall conform to the revised regulatory implementation of Section 508 Standards, which are located at 36 C.F.R. § 1194.1 & Appendix A, C & D, and available at https://www.gpo.gov/fdsys/pkg/CFR-2017-title36-vol3/pdf/CFR-2017-title36-vol3-part1194.pdf. In the revised regulation, ICT replaced the term electronic and information technology (EIT) used in the original 508 standards. ICT includes IT and other equipment.

Exceptions for this work statement have been determined by DHS and only the exceptions described herein may be applied. Any request for additional exceptions shall be sent to the Contracting Officer and a determination will be made according to DHS Directive 139-05, Office of Accessible Systems and Technology, dated November 12, 2018 and DHS Instruction 139-05-001, Managing the Accessible Systems and Technology Program, dated November 20, 2018, or any successor publication.

1.1 Section 508 Requirements for Technology Products (include in the SOW, PWS, or

SOO)

Section 508 applicability to Information and Communications Technology (ICT): TTY Applicable Exception: N/A Authorization #: N/A Applicable Functional Performance Criteria: All functional performance criteria in Chapter 3 apply to when using an alternative design or technology that results substantially equivalent or greater accessibility and usability by individuals with disabilities than would be provided by conformance to one or more of the requirements in Chapters 4 and 5 of the Revised 508 Standards, or when Chapters 4 or 5 do not address one or more functions of ICT.

https://www.gpo.gov/fdsys/pkg/CFR-2017-title36-vol3/pdf/CFR-2017-title36-vol3-part1194.pdf https://www.gpo.gov/fdsys/pkg/CFR-2017-title36-vol3/pdf/CFR-2017-title36-vol3-part1194.pdf

Applicable 508 requirements for electronic content features and components (including but not limited to Other): All requirements in E205 apply, including all WCAG 2.0 Level A and AA Success Criteria apply as specified in E205 Applicable 508 requirements for software features and components (including but not limited to Other) Applicable 508 requirements for hardware features and components: Does not apply Applicable 508 requirements for support services and documentation: All requirements in Chapter 6 apply

1.2 Section 508 Requirements for Technology Products (include in the SOW, PWS, or

SOO)

Section 508 applicability to Information and Communications Technology (ICT): VRS Applicable Exception: N/A Authorization #: N/A Applicable Functional POP Criteria: All functional performance criteria in Chapter 3 apply to when using an alternative design or technology that results substantially equivalent or greater accessibility and usability by individuals with disabilities than would be provided by conformance to one or more of the requirements in Chapters 4 and 5 of the Revised 508 Standards, or when Chapters 4 or 5 do not address one or more functions of ICT.

Applicable 508 requirements for electronic content features and components (including but not limited to Other): All requirements in E205 apply, including all WCAG 2.0 Level A and AA Success Criteria apply as specified in E205 Applicable 508 requirements for software features and components (including but not limited to Other) Applicable 508 requirements for hardware features and components: Does not apply

1.3 Section 508 Requirements for Technology Products (include in the SOW, PWS, or

Section 508 applicability to Information and Communications Technology (ICT): FRC Applicable Exception: N/A Authorization #: N/A Applicable Functional Performance Criteria: All functional performance criteria in Chapter 3 apply to when using an alternative design or technology that results substantially equivalent or greater accessibility and usability by individuals with disabilities than would be provided by conformance to one or more of the requirements in Chapters 4 and 5 of the Revised 508 Standards, or when Chapters 4 or 5 do not address one or more functions of ICT.

Applicable 508 requirements for electronic content features and components (including but not limited to Other): All requirements in E205 apply, including all WCAG 2.0 Level A and AA Success Criteria apply as specified in E205 Applicable 508 requirements for software features and components (including but not limited to Other) Applicable 508 requirements for hardware features and components: Does not apply

1.4 Section 508 Requirements for Technology Products (include in the SOW, PWS, or

Section 508 applicability to Information and Communications Technology (ICT):

CAPTEL

Applicable Exception: N/A Authorization #: N/A Applicable Functional Performance Criteria: All functional performance criteria in Chapter 3 apply to when using an alternative design or technology that results substantially equivalent or greater accessibility and usability by individuals with disabilities than would be provided by conformance to one or more of the requirements in Chapters 4 and 5 of the Revised 508 Standards, or when Chapters 4 or 5 do not address one or more functions of ICT.

Applicable 508 requirements for electronic content features and components (including but not limited to Other): All requirements in E205 apply, including all WCAG 2.0 Level A and AA Success Criteria apply as specified in E205 Applicable 508 requirements for software features and components (including but not limited to Other) Applicable 508 requirements for hardware features and components: Does not apply

1.5 Section 508 Requirements for Technology Services (include in the SOW, PWS, or

1. When providing Platform as a Service (PaaS) or Software as a Service (SaaS), the contractor shall ensure services conform to the applicable Section 508 standards (including the requirements in Chapter 5 for software and WCAG Level A and AA Level 2.0 success criteria for web and software. When the requirements in Chapter 5 do not address one or more software functions, the Contractor shall ensure conformance to the Functional Performance Criteria specified in Chapter 3.) The agency reserves the right to request an Accessibility Conformance Report (ACR) for PaaS and SaaS offerings. The ACR should be created using the Voluntary Product Accessibility Template Version 2.2 508 (or later). The template can be located at https://www.itic.org/policy/accessibility/vpat

2. When providing cloud hosting services (Infrastructure as a Service, Platform as a Service, Software as a Service, etc.) the Contractor shall ensure user administrative screens, dashboards and portals used to configure, and monitor cloud services conform to the Section 508 standards.

3. The Contractor shall ensure cloud hosting services shall not reduce the level of Section 508 conformance for ICT migrated by DHS to the cloud hosting environment.

4. Contractor personnel shall possess the knowledge, skills and abilities necessary to address the accessibility requirements in this work statement.

1.6 Section 508 Deliverables (include in the SOW, PWS, or SOO)

1. Section 508 Accessibility Conformance Reports: For each ICT item offered through this contract (including commercially available products, and solutions consisting of ICT that are developed or modified pursuant to this contract), the Offeror shall provide an Accessibility Conformance Report (ACR) to document conformance claims against the applicable Section 508 standards. The ACR shall be based on the Voluntary Product Accessibility Template Version 2.0 508 (or successor versions). The template can be found at https://www.itic.org/policy/accessibility/vpat.

Each ACR shall be completed by following all of the instructions provided in the template, including an explanation of the validation method used as a basis for the https://www.itic.org/policy/accessibility/vpat https://www.itic.org/policy/accessibility/vpat conformance claims in the report.

Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (P.L. 105-220) (codified at 29 U.S.C. § 794d) requires that when Federal agencies develop, procure, maintain, or use information and communications technology (ICT), it shall be accessible to people with disabilities.

Federal employees and members of the public with disabilities must be afforded access to and use of information and data comparable to that of Federal employees and members of the public without disabilities.

1. All products, platforms and services delivered as part of this work statement that, by definition, are deemed ICT or that contain ICT shall conform to the revised regulatory implementation of Section 508 Standards, which are located at 36C.F.R.§1194.1 & Apps. A, C & D, and available at https://www.gpo.gov/fdsys/pkg/CFR-2017-title36-vol3/pdf/CFR-2017-title36-vol3-part1194.pdf. In the revised regulation, ICT replaced the term electronic and information technology (EIT) used in the original 508 standards.

Item that contains Information and Communications Technology (ICT):Video Relay Service Applicable Exception: N/A Authorization #: N/A Applicable Functional Performance Criteria: All functional performance criteria in Chapter 3 apply to when using an alternative design or technology that results to achieve substantially equivalent or greater accessibility and usability by individuals with disabilities than would be provided by conformance to one or more of the requirements in Chapters 4 and 5 of the Revised 508 Standards, or when Chapters 4 or 5 do not address one or more functions of ICT. Applicable 508 requirements for electronic content features and components (including Internet and Intranet website): Does not apply Applicable 508 requirements for software features and components (including Service Offerings): All requirements in Chapter 5 apply, including all WCAG Level AA Success Criteria, 502 Interoperability with Assistive Technology, 503 Application Applicable 508 requirements for hardware features and components: Does not apply Applicable 508 requirements for support services and documentation:

All requirements in Chapter 6 apply

2. Exceptions for this work statement have been determined by DHS and only the exceptions described herein may be applied. Any request for additional exceptions shall be sent to the Contracting Officer and a determination will be made according to DHS Directive 139-05, Office of Accessible Systems and Technology, dated January 29, 2016 and DHS Instruction 139-05-001, Managing the Accessible Systems and Technology Program, dated January 11, 2017.

3. Where ICT conforming to one or more requirements in the Revised 508 Standards is not commercially available, the agency shall procure the ICT that best meets the Revised 508 Standards consistent with the agency’s business needs, in accordance with 36 CFR E202.7. Any selection of a product or service that meets less accessibility standards due to a significant difficulty or expense shall only be permitted under an undue burden claim and requires authorization from the DHS http://www.gpo.gov/fdsys/pkg/CFR-2017-title36-vol3/pdf/CFR-2017-title36-vol3-part1194.pdf http://www.gpo.gov/fdsys/pkg/CFR-2017-title36-vol3/pdf/CFR-2017-title36-vol3-part1194.pdf

Office of Accessible Systems and Technology (OAST) according to DHS Directive 139-05, Office of Accessible Systems and Technology, dated January 29, 2016 and DHS Instruction 139-05-001, Managing the Accessible Systems and Technology Program, dated January 11, 2017 and 36 CFR E202.6. 11, 2017 and 36 CFR E202.6.

XI. GOVERNMENT FURNISHED RESOURCES

The Government will not furnish any resources to the Contractor in support of this contract.

XII. CONTRACTOR FURNISHED PROPERTY

The Contractor shall furnish all facilities, materials, equipment, and services necessary to fulfill the requirements of this contract.