ESBD_383486_1732715909083_07 - 3202500034 Attachment 7 Requirements.docx

3202500034 - Visual Remote Access Services Attachment 7 – VRAS Requirements Respondent must describe its Solution to the business, reporting, technical and implementation plan Requirements listed in this attachment. Successful Respondent shall meet or exceed the Requirements found in this attachment.

7.1 Business Requirements

A. System User Personas

1. Examples of System Users VR Staff within TWC

· Data collection and reporting capabilities

· Improve and enhance customer delivery process

B. Service Requirements

1. The successful Solution will allow VR Staff to provide end users with:

a. Access to a visual remote accessibility, orientation, and interpretation services mobile application or subscription.

b. Twenty-four (24) hours per day / seven (7) days a week / 365 days a year access to a remotely located live agent who will provide assistance to blind or visually impaired end users.

2. The visual remote accessibility, orientation, and interpretation services must include English and Spanish languages at a minimum.

3. Assistance may be provided using system or mobile application via audio, video, GPS or other web-based data and software, or smart glasses technology, if available.

4. Successful Respondent’s live agent must provide unbiased interpretation support services to assist with editing and completing forms and documents of any type.

5. Geo location and geofencing capabilities at all TWC VR locations (for attendance data collection)

C. Business Process Requirements

1. For Agency users of this Solution: access control, user validation, and user role assignments.

2. Allow for terms of use to govern access.

7.2 Reporting Requirements

A. Program Management and Operation Usage Reports

b. Average customer usage.

c. Existing, New, and Total accounts.

2. Report Dashboard.

B. Data Mining and Customer Query Capabilities

1. Custom/ad-hoc query capabilities including access to all data fields as follows:

a. Directly from system.

b. From a Respondent-supported ad-hoc database.

2. Twenty-four (24) hours per day / seven (7) days a week access to ad-hoc data.

C. Data Management and Integrity

1. Data archiving

2. Support for automated data retention policies

3. Auditability and control capabilities for data modifications and deletions

a. Support for sorting and/or filtering data in reports

b. Collection of revision data

4. Failover and Data Mirroring Capabilities

7.3 Technical Requirements

A. Electronic Information Resources (EIR) Accessibility Requirements (See RFO Section 2.3).

In the response to this section, the respondent must document how their response meets or exceeds the following technical requirements below:

1. The Successful solution must comply with the Accessibility Standards defined in the Texas Administrative Codes (TAC) 1 TAC 206, 1 TAC 213, and in the Worldwide Web Consortium WCAG 2.1 AA.

2. The Successful solution must follow Industry-Accepted usability Standards and Design Principles such as:

a. Website Standards of the Technology Transformation Services of the General Services Administration: https://designsystem.digital.gov/website-standards/

b. User-Centered Design: https://designsystem.digital.gov/design-principles/

c. Public-Facing Features and Collateral Meet Language Requirements:

i. Follow Federal Plain Language Guidelines

ii. Available in English and Spanish at a minimum.

3. If selected for demonstration, the solution must meet all Accessibility requirements stated in RFO Section 2.3 as validated by the TWC EIR Accessibility Team through use and testing.

7.4 Cloud Hosting

At the Respondent’s discretion, the Respondent may include information on how it would provide cloud services to host the solution if TWC obtained a temporary exemption from Texas Department of Information Resources (DIR) Data Center Services. Respondents who elect to provide this information must prepare a Word document named “ABC_RFO_3202500034_Response_Information_Respondent_Cloud_Hosting.docx” and return it with its proposal. This information will not be scored and is provided for TWC’s information. The Word file must include the following information:

A. Cost for hosting the technical solution from project start through implementation.

B. Annual cost for hosting solution after implementation to include maintenance and operations for up to five (5) years.

C. Location of the site used for hosting the solution and data. Location must be withing the United States of America (USA), which is defined as all 50 states and the District of Columbia.

D. Explanation of how hosting solution meets all cybersecurity and privacy requirements in Attachment 13.

E. Whether hosting support is provided 24/7.

F. Hosting Service Level Agreements.

G. Hosting up time during the preceding twelve (12) months before proposal submission.