TAM Amendment #2.doc

Amendment #2 Request for Proposals (RFP) telecommunications relay services (trs)

RFP Number: DEXR6600001

March 2, 2026 This Amendment #2 is being issued to clarify certain information contained in the above named RFP. All information contained herein is binding on all Offerors who respond to this RFP.

1: Who is the incumbent, and how long has the incumbent been providing the requested services?

· Hamilton Relay has been the vendor of record for Maryland Relay for the past few contract cycles.

2: To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award?

· On p. 9 of 11 the RFP states,

· ‘ 2.3.3.1.3 -The Contract Monitor and Project Manager shall have the option to conduct site visits of locations used in Maryland to process TRS calls.’

· On p. 17 of 11 the RFP states

· 2.3.3.5.1 - Access to Maryland Operator’s location -The Contractor shall provide that the State Project Manager and/or Department designee(s) on a 24/7/365 basis will be given unlimited, unimpeded, physical access to home-based offices to conduct compliance checks. This will include providing for all badging, security/access codes, etc.

· ‘Attachment B - Price Form’ includes listing Location(s) from which goods/services will be provided/performed (City/State)

· ‘Attachment K. Location of the Performance of Services Disclosure’ is required

· 6.4 Reciprocal Preference

· 6.4.1 Although Maryland law does not authorize procuring agencies to favor resident Offerors in awarding procurement contracts, many other states do grant their resident businesses preferences over Maryland contractors. COMAR 21.05.01.04 permits procuring agencies to apply a reciprocal preference under the following conditions:

A. The Maryland resident business is a responsible Offeror;

B. The most advantageous Proposal is from a responsible Offeror whose principal office, or principal base of operations is in another state;

C. The other state gives a preference to its resident businesses through law, policy, or practice; and

D. The preference does not conflict with a federal law or grant affecting the procurement Contract.

· 6.4.2 The preference given shall be identical to the preference that the other state, through law, policy, or practice gives to its resident businesses.

3: How are fees currently being billed by any incumbent(s), by category, and at what rates?

· The fees currently billed are not applicable because the current contract includes services that are not in this RFP.

4: What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

· Approximately $1.6 million was paid in FY2025 for TTY Relay.

5: Is previous experience with any specific customer information systems, phone systems, or software required?

· FCC mandatory minimum requirements require that communications assistants (CAs) be sufficiently trained and have specific competencies (typing/grammar/spelling, etc.) and minimum typing speed. 47 CFR Part 64, Subpart F §64.604 (Mandatory Minimum Standards) lays out the mandatory minimum standards that must be met by State-based TRS programs.

6: What is the minimum required total call capacity?

· Providers must ensure adequate staffing and network facilities under projected volumes so that the chance of getting a busy response due to CA unavailability or trunk congestion is functionally equivalent to what a voice caller would experience on the voice telephone network. 85% of all calls must be answered within 10 seconds, and must do so by a method that results in the call being immediately placed, not queued or put on hold.

7: What is the minimum simultaneous inbound call capacity?

· Same functional standard as #6.

8: What is the maximum hold time?

· Same functional standard as #6.

9: What percentage of calls must be resolved without a transfer, second call, or a return call?

· The only requirement in this regard is that TTY-based TRS CAs must stay with the call for at least 10 minute from the start of conversation (e.g., when all three legs of the call are connected). For STS, the CA must stay with the call for at least 20 minutes.

10: What is the maximum percentage of calls that can be terminated by the caller without resolution?

· The only requirement in this regard is that calls terminated by the caller prior to reaching a CA are included in the speed-of-answer calculation, so higher caller hang-ups prior to reaching a CA can hurt compliance with the 85%/10-second requirement outlined in #6.

11: Is there a minimum or maximum number of operators and supervisors?

· Same functional standard as #6.

12: What was your average monthly call volume over the past year?

The average call monthly volume for TRS only: is between 10,000 and 12,000 session minutes per month

13: What is the current number of seats for operators and supervisors at your existing call center?

· This is not publicly available data, as existing call centers used for MD Relay are not all physical, and whether physical or virtual, CAs support multiple state relay programs, not just Maryland's.

14: What is the current average wait time for phone calls?

· 0-2 seconds

15: What is the current average handle time for phone calls and other types of communications?

· N/A

16: What is the current average after-call work time for operators?

· 1-2 minutes

17: Over the past year, what is the percentage of calls received in English versus non-English?

· 87.5%

18: Over the past year, what percentage of calls received were in Spanish?

· 11.8%

19: What time of day, days of the week, or times of the year do calls typically peak?

· Beginning and middle of the months and the winter months.

20: Please reconfirm the due date for this procurement by providing it in response to answers to questions.

· The due date is 3/6/26, 5:00PM

21: Why has this bid been released at this time?

· It is an advantageous time for the state to do so.

22: When is the anticipated contract start date?

· 7/1/26 assuming there are no delays

23: When is the anticipated award date?

· 7/1/26 assuming there are no delays

24: Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

Please reference the financial proposal criteria on p. 63 of 111. Financial proposals must be submitted in alignment with the directions provided. No alternative methods will be accepted.

6.3. Financial Proposal Evaluation Criteria

All Qualified Offerors (see Section 6.5.2.D) will be ranked from the lowest price (most advantageous) to the highest price (least advantageous) based on the Total Proposal Price within the stated guidelines set forth in this RFP and as submitted on Attachment B - The Price Form.

All Qualified Offerors will be ranked from the highest (most advantageous) to the lowest (least advantageous) revenue to the State based on the Total Proposal Price within the stated guidelines set forth in this RFP and as submitted on Attachment B - The Price Form.

25:Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. N/A

Issued and authorized by Elizabeth Hall Procurement Officer

217 EAST REDWOOD STREET, SUITE 1300, BALTIMORE, MARYLAND 21202

VOICE/TTY 410-767-3660 VOICE/TTY 1-800-637-4113 FAX 410-333-6674 EMAIL info.mdod@maryland.gov

217 EAST REDWOOD STREET, SUITE 1300, BALTIMORE, MARYLAND 21202

VOICE/TTY 410-767-3660 VOICE/TTY 1-800-637-4113 FAX 410-333-6674 EMAIL info.mdod@maryland.gov