Telecommunications Relay Services

The Maryland Department of Disabilities, Telecommunications Access of Maryland (TAM), is requesting proposals for telecommunications relay services (TRS) and Real Time Text (RTT) services available 24 hours per day, 365 days per year for hearing and speech-disabled Maryland citizens, with proposals due June 3, 2026 under solicitation DEXR6600001. A pre-proposal conference was held February 19, 2026; questions were due February 26; and revised proposal deadline per Amendment #2 is March 6, 2026 at 5:00 p.m.

The scope encompasses traditional TRS call types (TTY-based relay, Voice Carryover, Hearing Carryover, Speech-to-Speech relay) plus Spanish relay services, Real Time Text services, and comprehensive operator support. The contractor must staff all positions in Maryland with designated management roles, maintain 24/7 customer service, comply with FCC mandatory minimum standards under 47 CFR Part 64, Subpart F including 85% of calls answered within 10 seconds and Communications Assistants remaining with calls for minimum 10 minutes (TTY-based) or 20 minutes (STS), and meet quality standards of 90% minimum spelling accuracy and 95% verbatim relay. Amendment #3 sets Speech-to-Speech operator hearing acuity at 88% accuracy and 35dB threshold. The contractor must provide unlimited 24/7/365 physical access to all call-processing locations for state compliance checks and disclose all performance locations in Attachment K. Current call volumes average 10,000–12,000 session minutes per month with 87.5% English and 11.8% Spanish calls.

Pricing is structured as fully loaded unit fees per conversation minute (six-second increments) with separate pricing for each of five contract years. The incumbent vendor, Hamilton Relay, received approximately $1.6 million in FY2025, though current contract scope differs. No specific set-asides or MBE/VSB subcontracting goals apply, though MBEs are encouraged. Proposals are evaluated on lowest-price basis among qualified offerors. The anticipated contract start date is July 1, 2026. Maryland law permits reciprocal preference for resident businesses under COMAR 21.05.01.04 if conditions are met and preference does not conflict with federal law.