TAM Amendment #3.doc

Amendment #3 Request for Proposals (RFP) telecommunications relay services (trs)

RFP Number: DEXR6600001

March 3, 2026 This Amendment #3 is being issued to amend and clarify certain information contained in the above named RFP. All information contained herein is binding on all Offerors who respond to this RFP. Specific parts of the RFP have been amended. The following changes/additions are listed below; new language has been double underlined and marked in bold (ex. new language) and language deleted has been marked with a strikeout (ex. language deleted).

1. Question: RFP page 53, section 5.2 – Proposal Delivery and Packaging As shared in the Pre-Proposal Conference, we understand that the RFP will be amended to state that proposals are to be submitted via eMMA. Will the State please clarify if all proposals are still required to be password protected as per RFP page 53, section 5.2.4?

Answer: No, the proposals do not have to be password protected if the proposals are submitted through eMMA

2. Amend p. 11, section 2.3.3.2.8, subsection D.a) ii D. Speech-To-Speech (STS) Relay – This form of TRS is used by a person with a speech disability, enabling persons with a speech disability to make telephone calls using their own voice (or an assistive communication device). An OPR, who is specially trained in understanding a variety of speech disorders, repeats what the caller says in a manner that makes the caller’s words clear and understandable to the called party. No special telephone is needed.

a) The Contractor shall provide Operators on the contract for STS that meet the following criteria.

i. As part of this provisioning, the Contractor shall test the hearing of Operators and their ability to understand people with a variety of speech disabilities.

ii. For hearing: Each STS Operator shall score 92%88% or higher in each ear using, at a minimum, a 50-word, W-22, or NU6 speech recognition test. Each STS Operator shall measure hearing acuity of 20dB35dB or less in each ear using a pure tone test. The test shall be given before STS Operator may begin relaying calls.

iii. The Contractor shall obtain a written test result for every STS Operator from an audiologist that is a State licensed professional audiologist or certified by the American Speech-Language-Hearing Association with a Certificate of Clinical Competence in Audiology (CCC-A).

iv. All new Speech-to-Speech Operators will be tested prior to beginning processing Speech-to-Speech calls for the life of the contract.

v. The Contractor shall ensure that STS users are able to choose, on a call-by-call basis, or in their customer database record, whether or not the other party will be allowed to hear the speech disabled person’s voice.

3. Amend p. 14, section 2.3.3.4.8 2.3.3.4.8 Recorded Announcements for System Failures

Recorded messages are not permissible unless there is system failure. The Contractor shall provide approved recorded announcements as appropriate if a system failure/service interruption occurs within the Relay switch or on outbound circuits Recorded.

Notwithstanding automated answering and routing functionality, the Contractor shall not use recorded announcements without prior State approval. Unless otherwise approved by the State, recorded announcements shall be limited to State-approved outage information during a verified system failure or service interruption. If such failure/interruption occurs within the Relay switch or on outbound circuits, the Contractor shall use only State-approved recorded announcements as appropriate until service is restored.

4. Amend p. 14, section 2.3.3.4.4

2.3.3.4.4 Startup Equipment and Software

The Contractor’s transmission circuits shall meet or exceed FCC Inter-exchange performance standards. Telecommunications equipment, including station terminals, shall be capable of receiving and transmitting in both Baudot and ASCII codes, and be backwards compatible to TTY devices in service and shall also receive, access, and communicate with computers at any speed available.

5. Amend page 104, Exhibit 4, section 2.a.ii

2. Year to Date report listing the Monthly and Yearly totals for (GABTR Report):

a. Calls and Percentage of total calls by Call Method including calls requiring slow typing

i. 2-Line VCO

ii. ASCII

iii. HCO

iv. Spanish

v. STS

vi. TTY

vii. VCO

viii. Voice

ix. General Assist

x. Slow Typing

3. Amend p. 25, section 2.3.3.13.6

2.3.3.13.6 Operator Training on Using an ASL Translator/Interpreter - The Contractor shall train Operators as to the appropriate time and situation to obtain an ASL translator/interpreter, who may handle ASL translation/interpretation, and how to identify ASL gloss.

4. Amend p. 31, Section 2.3.3.14.10.D

2.3.3.14.10 - Miscellaneous Required Reports

D.

Reporting Carriers Contacted Report (Quarterly) –Beginning at the time of award and quarterly thereafter:

a.

List of all carriers contacted, the Point of Contact (POC) for the carrier, and the status of the carrier’s availability/accessibility via Maryland Relay.

b.

A separate report is to indicate the carriers who refuse to comply along with a POC, which will be forwarded by the Department to the Maryland Public Service Commission (PSC) and the FCC for facility-based carriers or non-facility-based carriers.

5. Regarding p. 31, Section 2.3.3.14.10.E

MDOD is keeping Section 2.3.3.14.10.E as is because there are only 24 PSAPs in Maryland and sometimes manual routing may be necessary.

6. Amend p. 34, section 2.3.4.2.3.G – Notification of Disaster.

Notification of Disaster/interruption of service – The State Project Manager shall be notified within 15 minutes of any event which impedes, to any degree, the access to the Maryland RTT center/station or the processing of Maryland RTT calls. Follow-up in writing with full details will be provided to the Project Manager within 48 hours. Contact information for the Project Manager will be provided to the Contractor at the time of contract award.

Notification of Disasters to the State – The State Project Manager and CM shall be notified of any event that disrupts the ability to process calls.

7. RFP page 40, section 2.5.4.A – Directed Personnel Replacement

Question: Will the State please clarify that this section is specific to “Key” Contractor Personnel as defined in RFP page 70, Appendix 1: Abbreviations and Definitions, Letter N which is consistent with the current contract.

Answer: Yes, that is correct.

8. Amend p. 57- Tab F

Other information as requested for Tab F in the Supplemental

9. Amend p. 90, Exhibit 2. Sample Contract, sections 9.2 and 9.3

9.2 In accordance with prevailing federal or state law or regulations, the Contractor shall report the loss of non-public data as directed in the Supplemental Information Technology, Section 1.9 Security Requirements.

9.3 Protection of data and personal privacy (as further described and defined in IFB Section 3.8) shall be an integral part of the business activities of the Contractor to ensure there is no inappropriate or unauthorized use of State information at any time. To this end, the Contractor shall safeguard the confidentiality, integrity and availability of State information and comply with the conditions identified in the Supplemental Information Technology, Section 1.9 Security Requirements.

10. Amend p. 99, Exhibit 2. Sample Contract, section 38 Liquidated Damages for other than MBE

If the Contractor fails to deliver supplies or perform services within the specified time, they shall pay liquidated damages of $___ per calendar day of delay. In case of contract termination for default, the Contractor is liable for liquidated damages until the State obtains similar supplies or services. Liquidated damages should not be capped or limited to an amount less than the total potential assessment.

11. Regarding p 100, Exhibit 2. Sample Contract, section 41 MDOD is looking for an offeror to provide as many languages as possible. We realize that not every language is possible.

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