HC108424R0015 0003.docx

HC108424R0015

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION SF 1449 - CONTINUATION SHEET

SOLICITATION/CONTRACT FORM

The required response date/time has changed from 20-Nov-2024 10:00 AM to 27-Nov-2024 10:00 AM.

The following have been modified:

PERFORMANCE WORK STATEMENT

PERFORMANCE WORK STATEMENT (PWS)

DEFENSE COMMISSARY AGENCY (DeCA) Digital Loyalty Registration Capability (DLRC)

Award

1. Contracting Officer’s Representative (COR):

a. Primary COR. See DITCO Additional Text G1 - Points of Contact

b. Program Manager. See DITCO Additional Text G1 - Points of Contact

2. Contract Title: Digital Loyalty Registration Capability (DLRC)

3. Background: The Defense Commissary Agency (DeCA) plans to enhance its Reward Card Program by developing a Digital Loyalty Registration Capability (DLRC) that aligns with modernization efforts. The program aims to provide a 21st-century retail business solution by offering loyalty rewards and incentivizing customers to continue purchasing DeCA's products but cannot do so until the program entry / registration process is easy, seamless and not dependent on a physical Rewards Card. CLICK2GO / Freshop is an online grocery ordering system that has already been implemented to improve the customer experience.

4. Objectives: The objective is to modernize and enhance DeCA’s Reward Card Program by developing a more user-friendly and accessible digital registration format based on industry performance and scalability standards. DeCA is seeking capability that enables patrons to join, request removal from, and utilize DeCA’s Reward card program without having a physical card in hand. Patrons should also be able to use the CLICK2GO White Label App to present a scannable barcode during checkout or use the alternative rewards lookup methods to apply the card to their transaction. This capability is needed to increase program participation. Specifically, the contractor is tasked with creating a simplified digital registration process and integrating this new DLRC registration capability with DeCA's Enterprise Business Solution (EBS) Emerald software, Fastlane SelfServ, and the CLICK2GO / Freshop platform. This integration shall require collaboration with NCR Voyix (NCR) and utilization of NCR's Application Programming Interfaces (API).

a. Patrons will have a simplified registration process to allow the ability to use their eCommerce smartphone application to present a scannable barcode or existing 10-digit alternate ID to apply the loyalty ID to their transaction at the point-of sale.

b. Existing Reward Card patrons will be automatically transferred to the new DLRC and assigned a mandatory 10-digit alternate ID. Patrons will have the ability to use the new digital registration capability to support the existing DLRC through a mandatory 10-digit alternate ID.

c. The contractor should help DeCA make the Reward Card experience seamless. For example see Attachment 1, when registering the system shall create a Unique ID.

5. Scope: DeCA has a need for DLRC that is easy to use and seamlessly integrated with existing DeCA's Enterprise Business Solution (EBS) Emerald software, Fastlane SelfServ, and the CLICK2GO / Freshop platform. Under this effort the DLRC shall allow for DeCA patrons to have a simple registration and unique user identification through a 10-digit number. Develop and implement a DLRC digital registration capability, providing support, maintenance, and administration. The DLRC will interface with DeCA's EBS Emerald software, Fastlane SelfServ, and the CLICK2GO / Freshop platform.

6. Performance Requirements:

6.1 Contractor shall develop and implement a DLRC capability Solution.

6.1.1 Integration Requirements CLICK2GO, Freshop, Fastlane SelfServ, and EBS Emerald:

6.1.1.1 The contractor is required to seamlessly integrate the DLRC with DeCA's eCommerce CLICK2GO, Freshop, Fastlane SelfServ, and EBS Emerald.

6.1.1.2 The Contractor shall provide integration to include a feature for account creation and management (to include account removal or deactivation) within the eCommerce CLICK2GO / Freshop platform.

6.1.2 Program Features Shall:

6.1.2.1 The Contractor shall provide automatic assignment of a loyalty ID upon registration.

6.1.2.2 The Contractor shall provide allowance for a unique 10-digit number to be used as an alternate ID.

6.1.2.3 The Contractor shall provide automatic conversion of reward card ID to be scannable at the alternate IDs into Universal Product Code-A (UPC-A) barcode format during registration.

6.1.2.4 The Contractor shall provide integration with the DeCA mobile app to display the UPC-A barcode in order for the patron to scan barcode at Self-Checkout (SCO) and In-Lane.

6.1.2.5 The Contractor shall allow patrons to update their existing ten-digit alternate ID on their account page through integration (API) with the existing CLICK2GO / Freshop platform.

6.1.2.6. Support email opt-in/out selection for marketing communication during registration. Add a checkbox to opt-in or out on Registration page. Selection will be set to opt-in (selected) by default and Patron has option to opt-out (deselect). Add a checkbox to opt-in or out on Registration page. Selection will be set to opt-in (selected) by default and Patron has option to opt-out (deselect).

6.1.3 Contractor shall provide Milestones and updates in accordance with (IAW) the deliverables table.

6.1.3.1 The Contractor shall provide initial project kick-off meeting and continuously delivery of the project schedule (“Milestone Report”)

6.1.3.2 The Contractor shall provide progressive deployment of the program across three stages: DeCA Test Environment 1 (DTE 1), DeCA Test Environment 2 (DTE 2), and production. The Contractor shall provide test cases to DeCA to support Independent Verification and Validation (IV&V) of the DLRC.

6.1.3.3 The Contractor shall provide ongoing project sustainment and regular updates through weekly DeCA’s Situation Report (SITREP) discussions and email communications.

6.1.4 Program Management Functions: The Contractor shall manage and oversee all activities performed by its personnel (including subcontractors and teaming partners, as applicable) and escalate problems or concerns to the Contracting Officer and COR. The Contractor shall provide a Program Management Plan within 30 days after award.

6.1.4.1 The Contractor shall provide operational, procedural, and contract management support to assist DeCA throughout the sustainment of the DLRC environment, including:

· Support resolution of system issues / errors / bugs as reported from DeCA Help Desk.

· Maintain a repository of reoccurring issues (user and system).

· Establish and maintain an 800 number and email with hours between 0800-1700 EDT , staffed with callers 365 days a year (including holidays) to address and resolve customer issues and inquiries with the expectation that root cause/corrective action responses are provided to the customer within 24 hours. Cases documented by DeCA staff will also be routed through this method and subject to the same requirements with responses to DeCA staff to include the original DeCA case number. The estimated number of digitally loyalty reward users that will be using this 800 number is 180,000.

· Provide case status reporting on an ad hoc and monthly basis with minimum customer resolution rates to be defined upon award.

6.1.4.2 The Contractor shall develop and deliver the Release Notes on all approved change requests for minor or major software release(s) within scope of the DLRC contract. The Release Notes shall be provided to the DLRC Program Manager (PM) within 30 days prior to release of change to DeCA’s test environment.

6.1.4.3 Within scope of the DLRC effort, the Contractor shall support DeCA’s change management and governance processes by conducting a DLRC Configuration Control Board (CCB), must provide briefings and artifacts using a template approved by the Government. The document shall be provided 2 days prior to CCB monthly.

6.1.4.4 Within scope of the DLRC effort, the Contractor shall weekly support DeCA’s change management and governance processes by producing briefings and artifacts 7 days prior to the scheduled meeting and acting as a subject matter expert (SME) at Technical Review Boards (TRB) and Change Advisory Board (CAB).

6.1.4.5 The Contractor shall submit a written Monthly Status Report (MSR) no later than the 5th day of each month to the DLRC Contracting Officer, Contracting Officer’s Representative (COR), and PM. The monthly status report shall include the following at minimum: work completed, work in progress status, point of contact for open activity, risks, and mitigation strategies (with traceability to incident tickets, as relevant).

6.1.4.6 The contractor shall deliver 30 days after award a continuous Integrated Master Schedule (IMS) to include all DLRC system changes (software, operating system (OS), database, and hardware upgrades/technology refresh), and integration and interface development.

6.1.4.7 The contractor shall be responsive to DeCA Global Support Center help desk regarding the status of the DLRC system, including providing system availability statistics (hardware, software, database, and communications), in a System Availability Report due weekly. The system shall deliver a minimum 99% system availability over a rolling 6-month period.

6.1.4.8 The Contractor shall perform Quarterly Program Management Reviews (QPMRs). The Contractor shall submit a Microsoft PowerPoint presentation that consolidates the Contractor’s activities and program status over the previous quarter. Read ahead materials shall be provided to the DLRC PM, COR, and Contracting Officer 5 days prior to the scheduled Program Management Review (PMR).

6.1.4.9 The Contractor shall assist in any potential updates to business process mappings for the Digital Loyalty environment and produce architecture models in Business Process Modeling Notation.

6.1.4.10 The Contractor shall provide a Configuration Management Plan (CMP) word document 5 days prior to new releases identifying, documenting, and informing how DLRC system changes are managed throughout the acquisition lifecycle.

Deliverables PWS 6.1:

PWS

Task #

Plan

Distribution 30 days prior to release

attendees Monthly

The Contractor shall produce all deliverables for the DeCA PM and COR in Microsoft (MS) Office 365 format, to include MS Word for written documents, MS PowerPoint for presentations, MS Project for schedules, and MS Excel for spreadsheets

* Standard Distribution - Upon contract award, documents will be distributed in accordance with (IAW) the following: One electronic transmittal letter will be delivered to DITCO Contracting Officer and One electronic copy will be delivered to DeCA COR.

6.2 System and Organization Controls Type 2 (SOC2) Compliant - DeCA is increasing the use of commercial cloud services to maintain its technological advantage, better secure applications, and reduce costs. The commercial cloud services sought by the DeCA include, but are not limited to, Infrastructure as a Service (IaaS), Platform as a Service (PaaS), and Software as a Service (SaaS) Cloud Service Offerings (CSOs), cloud computing, information technology services, and professional support services. It is the intent of DeCA that the scope of this PWS is sufficiently broad and flexible to satisfy requirements that may change over the period of performance and be fully comprehensive so as to embrace the full complement of services that relate to commercial cloud services.

6.2.1 This requirement shall reside and operate within services by Cloud Service Providers (CSPs) that are SOC2 Type 2 compliant with an emphasis on aligning with DFARS Clause 252.204-7012 regulation and NIST 800-171 Special Publication 500-291.

1. This will also be encompassing IaaS, PaaS, SaaS, and other commercially available CSOs as aligned with either the IaaS, PaaS, or SaaS service delivery model in accordance with the Cloud Computing Security Requirements Guide, at moderate Impact Level, as defined in the NIST Special Publication 800-145.

6.2.2 The Contractor shall acquire, install, configure, and provide software and software updates for all products associated with this contract. The cloud solution shall be available to DeCA and the Department of Defense (DoD) via the internet on a pay-as-you-go basis. The Government will retain ownership of all consumers created/loaded data and applications hosted on Contractor’s infrastructure.

6.2.3 The Contractor shall ensure it operates IAW the Department’s prevailing Cloud Computing Security Requirements Guide (currently dated 14 January 2022) to include continuously providing applicable data to DeCA’s certified DoD Cybersecurity Service Provider per DoD Instruction DoDI 8530.01.

6.2.4 The Contractor shall report all cybersecurity issues directly to the Information Systems Security Manager ISSM) or Strategic Information Security Officer (SISO).

6.2.5 The Contractor shall assist DeCA in the generation of all documentation to maintain accreditation under the DoD Risk Management Framework (RMF) IAW DoD 8500 series and processes.

6.2.6 The Contractor shall provide a DoD approved/SOC2 Type 2 compliant multi-factor authentication solution that is commensurate with the level of protection required for a moderate level environment. The vendor must show evidence that they can achieve a SOC2 Type 2 prior to contract award. These requirements apply to the entire solution (i.e., SaaS, IaaS, etc.). This means the SaaS and IaaS must meet these requirements (not just the IaaS). DeCA requires engineering support to analyze Cloud requirements and to develop and implement recommended solutions.

6.2.7 Contractor shall provide the security logs (S-Logs) events for a minimum period of 365 days. The log group retention period is an essential control for maintaining audit trails and preserving log data for a sufficient duration. Contractor alignment shall include the following:

· Be able to demonstrate their ability to identify and manage risks associated with data security and privacy (e.g., Effective access control mechanisms, such as strong authentication, role-based access, and least privilege principles).

· Be able to demonstrate their ability to secure an independent auditor to evaluate the effectiveness of controls over a specified period, and ensure assessments confirm adherence to the prescribed security measures.

· Be able to maintain comprehensive documentation of security practices and controls, and effectively address issues related to access controls, perform incident response, and data protection (e.g., reporting findings and demonstrating compliance).

6.3 Training – The vendor will be required to provide training for DeCA staff at HQ and commissary staff supporting customers to include digital training guides that encompasses all aspects of the digital loyalty registration program.

6.3.1 The Contractor shall train Government personnel on the digital loyalty registration program by providing an instructor-led training virtually or on-premises training at DeCA Headquarters, Ft. Gregg-Adams, VA.

6.3.2 The Contractor shall provide ongoing training to new employees or refresher training to current employees on a schedule determined by the government and the vendor.

6.3.3 The Contractor shall assist government personnel in configurable services and settings for all provided products and services, as well as guide them in the appropriate use of the provided products and services.

6.3.4 The Contractor shall provide training products and resources in electronic format and recording of any training sessions upon completion.

Deliverables PWS 6.3:

PWS

Task #

Remarks:

DeCA requires five (5) business days to review and approve final training materials.

The Contractor shall produce all deliverables for the DeCA PM and COR in Microsoft (MS) Office 365 format, to include MS Word for written documents, MS PowerPoint for presentations, MS Project for schedules, and MS

* Standard Distribution - Upon contract award, documents will be distributed IAW the following: One electronic transmittal letter will be delivered to DITCO Contracting Officer and One electronic copy will be delivered to DeCA COR.

6.4 Testing - The Contractor shall be responsible for all necessary testing of the solution at DeCA's test lab located at Fort Gregg-Adams, VA to ensure successful integration with DeCA’s existing eCommerce environment to include any associated data compatibilities.

6.4.1 Prior to testing, the Contractor shall provide the government end-to-end training on digital loyalty registration program.

6.4.2 The Contractor shall provide system test scenarios and step-by-step test cases. The Contractor shall validate and verify all configurations and connectivity extension functions of the digital loyalty registration program as a result of this testing.

6.4.3 Prior to delivering the solution in DeCA’s Developmental Test & Evaluation (DT&E) environment - DEV/DT&E1, the Contractor shall perform thorough end-to-end system and development testing in their own developmental testing environment.

6.4.4 The Contractor shall perform end-to-end testing in support of any change including cybersecurity related updates and system modifications.

6.4.5 The Contractor shall maintain the current application baseline to match the DeCA production environment, throughout the life of the contract.

6.4.6 The Contractor shall maintain the final release package in DeCA’s test environment.

6.4.7 The Contractor shall release solution into the production environment after user testing is approved and complete.

6.4.8 The Contractor shall submit a Test Plan that includes schedules, decision gates, roles and responsibilities and an installation/test checklist to be used as a part of Government testing and acceptance.

6.4.9 Integration Test & Evaluation (IT&E) – The Contractor shall support DeCA personnel in the IT&E of the system and shall perform any remediation necessary to correct system performance functions.

6.4.10 Security Test and Evaluation - The Contractor shall provide personnel, as needed, to assist in security documentation, testing, and remediation.

6.4.11 Operational Test and Evaluation Testing (OT&E) – The Contractor shall support DeCA’s Operational Test & Evaluation (OT&E) testing and provide resolution to defects discovered prior to implantation and DeCA’s production environment.

Deliverables PWS 6.4:

PWS

Task #

following completion of Product Testing

The Contractor shall produce all deliverables for the DeCA PM and COR in Microsoft (MS) Office 365 format, to include MS Word for written documents, MS PowerPoint for presentations, MS Project for schedules, and MS

* Standard Distribution - Upon contract award, documents will be distributed IAW the following: One electronic transmittal letter will be delivered to DITCO Contracting Officer and One electronic copy will be delivered to DeCA COR.

8. Place of Performance:

Mission Location - DeCA Headquarters 1300 East Ave Fort Gregg-Adams VA 23801

Place of Performance - The Contractor shall perform the work at DeCA Headquarters in Fort Gregg-Adams, VA and Contractor-provided facilities. Alternative work sites allow for regular telework or remote work flexibilities. Regardless of where work is performed, the Contractor shall ensure that work is completed effectively and that mission needs and requirements are met, without degradation of services. Also, the Contractor may be required to account for the physical location of their personnel, should this information be requested by the COR.

7.1 Local travel to and around the mission location may be required throughout the period of performance - this travel will not be reimbursed. Long distance travel within CONUS to support the requirements of this PWS is not expected. However, if DeCA directs the contractor to travel to perform any task specified in this PWS, travel will be as cost reimbursable contract line item. Travel shall be paid in accordance with FAR 31.205-46. The COR will identify travel requirements. The contractor shall submit a travel itinerary and estimated costs for approval by the COR. Travel expenses shall be authorized, in writing, by the Government prior to performance and the contractor incurring any cost.

9. Estimated Period of Performance:

February 5, 2027 through February 4, 2028

10. Security Requirements:

9.1 The Contractor must ensure that all personnel who access Government computer systems meet the DoD 5200.2-R requirements. They must also receive a favorable investigation that is appropriate for their level of access to Government information. The Contractor must designate each of their personnel to an Information Technology (IT) position category (IT-I, IT-II, or IT-III) based on their level of access and in compliance with DeCA criteria. Access to classified information is not necessary.

9.2 The Contractor shall apply for identification badges through the designated DeCA representative prior to contract performance.

9.3 The Contractor’s personnel shall wear and always display identification badges when the Contractor’s personnel are supporting / visiting DeCA physical facilities.

9.4 The Contractor shall ensure individual Contractor personnel shall return CAC and identification badges to the COR or designated Government representative upon termination of employment with the Contractor. All Contractor’s personnel shall turn-in CAC and identification badges to the COR or designated Government representative promptly upon the termination or expiration of this Contract, whichever comes first.

11. Information Security and other miscellaneous requirements:

10.1 The Contractor must comply with cybersecurity workforce management requirements outlined in the DoD 8140 series, “Cyberspace Workforce Management”. https://dl.dod.cyber.mil/wp-content/uploads/8140/pdf/unclass-dod-8140_program_intro.pdf. They must also possess the necessary or industry-equivalent Department of Defense (DoD) certifications as per Department of Defense Instruction (DoDI) 8140.01, “Cyberspace Workforce Management” and Department of Defense Manual (DoDM) 8140.03, “Cyberspace Workforce Qualification and Management Program”. Qualification Matrices and a Training repository listing industry-equivalent certifications can be found here: https://public.cyber.mil/wid/dod8140/qualifications-matrices/ The Contractor must comply with standard Department of Defense requirements for handling Personally Identifiable Information (PII) in accordance with DoDI 5400.11, “DoD Privacy and Civil Liberties Programs” The Contractor must comply with cybersecurity workforce management requirements outlined in the DoD 8140 series. They must also possess the necessary Department of Defense (DoD) certifications as per DoDI 8140.01 and DoD Manual 8140.03. The Contractor must comply with standard requirements for handling Personally Identifiable Information (PII).

12. Section 508 Accessibility Standards:

11.1 Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (Public Law (PL) 105-220) requires that when Federal agencies develop, procure, maintain, or use Information and Communication Technology (ICT), it shall be accessible to people with disabilities. Federal employees and members of the public who have disabilities must have access to, and use of, information and data that is comparable to people without disabilities.

11.2 DeCA requires all procured ICT to comply with the U.S. Access Board’s final rule published in the Federal Register at 82 Federal Register (FR) 5790 and the Federal Acquisition Regulation (FAR) Part 39 to ensure that standards are met in Federal ICT acquisitions.

11.3 When the contractor provides products and services that constitute ICT (such as electronic documents, web pages, web applications, multi-media, virtual training, support documentation, hardware or software), the products and services must adhere to the applicable Section 508 Technical Standards set forth in Title 36 of the Code of Federal Regulations (CFR) Chapter XI, Part 1194 The contractor shall test and validate the ICT for conformance to the Section 508 Technical Standards and Web Content Accessibility Guidelines (WCAG) level A and AA Standards where applicable prior to delivery. Validation of conformance shall be provided in the form of an Accessibility Conformance Report based on the Voluntary Product Accessibility Template (VPAT) 2.5. If it is determined by DeCA that ICT products or services provided by the contractor do not conform to the Section 508 Technical Standards, remediation of the products and services will be the responsibility of the contractor at its own expense.

11.4 After a contract is awarded, the Agency (DeCA) reserves the right to perform testing on ICT deliverables as described in the paragraph above in order to validate conformance with the applicable Section 508 requirements. If the Agency performs testing, the COR shall identify issues and a timeframe sufficient for the contractor to remediate the issues. The contractor shall remediate all issues identified by the COR before the ICT deliverables are accepted.

11.5 Accessibility Requirements Tool

ICT Accessibility Requirements Statement per Section 508 of the Rehabilitation Act DeCA WEB E201.1 Scope ICT that is procured, developed, maintained, or used by agencies shall conform to the Revised 508 Standards.

E205.1 General Electronic content shall comply with E205.

E205.2 Public Facing Electronic content that is public facing shall conform to the accessibility requirements specified in E205.4.

E205.3 Agency Official Communication Electronic content that is not public facing shall conform to the accessibility requirements specified in E205.4 when such content constitutes official business and is communicated by an agency through one or more of the following:

A. An emergency notification;

B. An initial or final decision adjudicating an administrative claim or proceeding;

C. An internal or external program or policy announcement;

D. A notice of benefits, program eligibility, employment opportunity, or personnel action;

E. A formal acknowledgement of receipt;

F. A survey questionnaire;

G. A template or form;

H. Educational or training materials; or I. Intranet content designed as a Web page.

E205.4 Accessibility Standard (WCAG 2.0) - Electronic content shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (Incorporated by reference, see 702.10.1).

E206.1 General. Where components of ICT are hardware and transmit information or have a user interface, such components shall conform to the requirements in Chapter 4.

E207.1 General Where components of ICT are software and transmit information or have a user interface, such components shall conform to E207 and the requirements in Chapter 5 Exception from E207.1 General: Software that is assistive technology and that supports the accessibility services of the platform shall not be required to conform to the requirements in Chapter 5.

E207.2 WCAG Conformance User interface components, as well as the content of platforms and applications, shall conform to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1).

Exceptions from E207.2 WCAG Conformance:

Software that is assistive technology and that supports the accessibility services of the platform shall not be required to conform to E207.2.

Non-web software shall not be required to conform to the following four Success Criteria in WCAG 2.0: 2.4.1 Bypass Blocks; 2.4.5 Multiple Ways; 3.2.3 Consistent Navigation; and 3.2.4 Consistent Identification.

Non-Web software shall not be required to conform to Conformance Requirement 3 Complete Processes in WCAG 2.0.

E207.3 Complete Process for Non-Web Software Where non-Web software requires multiple steps to accomplish an activity, all software related to the activity to be accomplished shall conform to WCAG 2.0 as specified in E207.2.

E208.1 General Where an agency provides support documentation or services for ICT, such documentation and services shall conform to the requirements in Chapter 6.

E301 General E301.1 Scope. The requirements of Chapter 3 shall apply to ICT where required by 508 Chapter 2 (Scoping Requirements), 255 Chapter 2 (Scoping Requirements), and where otherwise referenced in any other chapter of the Revised 508 Standards or Revised 255 Guidelines.

E302 Functional Performance Criteria

302.1 Without Vision. Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that does not require user vision.

302.2 With Limited Vision. Where a visual mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited vision.

302.3 Without Perception of Color. Where a visual mode of operation is provided, ICT shall provide at least one visual mode of operation that does not require user perception of color.

302.4 Without Hearing. Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that does not require user hearing.

302.5 With Limited Hearing. Where an audible mode of operation is provided, ICT shall provide at least one mode of operation that enables users to make use of limited hearing.

302.6 Without Speech. Where speech is used for input, control, or operation, ICT shall provide at least one mode of operation that does not require user speech.

302.7 With Limited Manipulation. Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that does not require fine motor control or simultaneous manual operations.

302.8 With Limited Reach and Strength. Where a manual mode of operation is provided, ICT shall provide at least one mode of operation that is operable with limited reach and limited strength.

302.9 With Limited Language, Cognitive, and Learning Abilities. ICT shall provide features making its use by individuals with limited cognitive, language, and learning abilities simpler and easier.

503.1 General Applications shall conform to 503.

503.2 User Preferences Applications shall permit user preferences from platform settings for color, contrast, font type, font size, and focus cursor.

Exception from E503.2 User Preferences: Applications that are designed to be isolated from their underlying platform software, including Web applications, shall not be required to conform to 503.2.

503.3 Alternative User Interfaces. Where an application provides an alternative user interface that functions as assistive technology, the application shall use platform and other industry standard accessibility services.

503.4 User Controls for Captions and Audio Description Where ICT displays video with synchronized audio, ICT shall provide user controls for closed captions and audio descriptions conforming to 503.4.

503.4.1 Caption Controls Where user controls are provided for volume adjustment, ICT shall provide user controls for the selection of captions at the same menu level as the user controls for volume or program selection.

503.4.2 Audio Description Controls. Where user controls are provided for program selection, ICT shall provide user controls for the selection of audio descriptions at the same menu level as the user controls for volume or program selection.

504.2 Content Creation or Editing Authoring tools shall provide a mode of operation to create or edit content that conforms to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1) for all supported features and, as applicable, to file formats supported by the authoring tool. Authoring tools shall permit authors the option of overriding information required for accessibility.

504.2.1 Preservation of Information Provided for Accessibility in Format Conversion. Authoring tools shall, when converting content from one format to another or saving content in multiple formats, preserve the information required for accessibility to the extent that the information is supported by the destination format.

504.2.2 PDF Export. Authoring tools capable of exporting PDF files that conform to ISO 32000-1:2008 (PDF 1.7) shall also be capable of exporting PDF files that conform to ANSI/AIIM/ISO 14289-1:2016 (PDF/UA-1) (incorporated by reference, see 702.3.1).

504.3 Prompts. Authoring tools shall provide a mode of operation that prompts authors to create content that conforms to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1) for supported features and, as applicable, to file formats supported by the authoring tool.

504.4 Templates. Where templates are provided, templates allowing content creation that conforms to Level A and Level AA Success Criteria and Conformance Requirements in WCAG 2.0 (incorporated by reference, see 702.10.1) shall be provided for a range of template uses for supported features and, as applicable, to file formats supported by the authoring tool.

602.1 General. Documentation that supports the use of ICT shall conform to 602.

603.1 General. ICT support services including, but not limited to, help desks, call centers, training services, and automated self-service technical support, shall conform to 603.

603.2 Information on Accessibility and Compatibility Features. ICT support services shall include information on the accessibility and compatibility features required by 602.2.

603.3 Accommodation of Communication Needs. Support services shall be provided directly to the user or through a referral to a point of contact. Such ICT support services shall accommodate the communication needs of individuals with disabilities.

Attachments:

Attachment 1 – Example PWS 4(c)

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