BARD Email Support to NLS Patrons and Libraries

The Library of Congress National Library Service for the Blind and Print Disabled (NLS) is soliciting proposals for end-user support services for its Braille Audio Reading Download (BARD) systems, including the BARD website, mobile apps, BARD Express, and Braille eReader. The contractor will provide Tier 2 support via email and telephone from 8:00 AM to 8:00 PM EST Monday through Friday, handling approximately 750 support requests monthly. Key requirements include assisting users with technical issues, supporting BARD registration, managing the support listserv, and testing system upgrades. Evaluation criteria will prioritize corporate experience (with at least one braille-related project), technical approach, and pricing, using a best value trade-off method. Proposals are due by January 3, 2025 at 2:00 PM EST, with questions accepted until December 19, 2024 at 3:00 PM EST.

The solicitation is not set aside for any specific business category and will be open to all qualified contractors in the Other Computer Related Services (NAICS 541519) category. The contract will have a base period of 12 months from March 11, 2025, to March 10, 2026, with four additional one-year option periods potentially extending the contract through March 10, 2030. The place of performance will be in Washington, DC 20540, with support services targeting over 60,000 patrons who completed 4.2 million downloads in the previous fiscal year. While specific budget details are not explicitly stated, the contract is structured as a firm-fixed-price agreement. The successful contractor must provide staff with extensive experience in accessibility software, braille displays, and supporting users who are blind or print disabled, with current staffing levels noted at 5 people working at 0.5 FTE part-time.