Telecommunication Relay Services

The vendor required to provide telecommunications relay service (TRS) enables deaf, hard-of-hearing, and speech-impaired persons to communicate on the telephone network through the assistance of a communication assistant (CA).
- Analog TRS requirements:
•    TTY (or text telephone): a user is deaf or hard-of-hearing and has a TTY or text telephone device with a keyboard to type messages and a screen to read messages. 
•    CA facilitates the call by reading the user’s typed messages to the other person and typing the other person’s voice messages to the user.
•    Voice carry over: a user with a hearing loss has special equipment allowing the user to speak to the other person and read typed messages relayed by a CA from the other party to the user. 
•    Hearing carry over: a user can hear but has difficulty speaking over the phone. 
•    The user has special equipment allowing the user to listen to the other party, but the user types messages which the CA relays to the other party.
•    Deaf-blind: a user has combined hearing and vision loss. 
•    The user has special equipment that allows them to communicate with the other party. 
•    CA using a braille display relays messages between the user and the other party. 
•    speech-to-speech: a user has a basic telephone but has difficulty speaking and being understood. 
•    CA will facilitate the user’s spoken words to the other party.
- The following capabilities shall apply to all analog TRS services:
•    Anyone shall have the ability to access analog TRS services by dialing the abbreviated dialing code “711.” 
•    Provide for additional methods for accessing analog TRS services;
•    Analog TRS services shall be available 24 hours a day, 7 days a week;
•    Analog TRS services shall be available for any calls, such as intrastate, interstate, and international calls, directory assistance, and emergency (911 calls);
•    Analog TRS shall be available to leave and retrieve voice messages on voicemail or an answering machine; 
•    Provide unlimited time for the duration of calls.
- Quality of service requirements
•    A sufficient number of telecommunications service relay centers within to handle TRS traffic.
•    The contractor shall be able to readily re-route traffic to avoid service disruptions.
•    The contractor shall keep state agency staff abreast in a timely manner of any service disruptions.
•    Employ an adequate number of CAs. 
•    All CAs should be adequately trained and receive ongoing training to ensure relay calls are appropriately handled.
•    Provide state relay services with state-of-the-art technology, which will provide the most beneficial and cost-effective methods. 
•    Customer profile database that will assist the CA in relaying conversations as quickly as possible.
•    The quality of service provided by the TRS shall conform to the standards listed below:
o    The network shall be designed to comply with p.01 blockage, which is based on normal industry standards.
o    After a call reaches the TRS, the answer time for at least 85% of all calls during all times of the day shall be within ten (10) seconds. 
o    Transmission circuits for the TRS must meet or exceed the generally accepted industry standards. 
o    Must remain operational in the event of a power or equipment failure.
- Relay account manager requirements:
•    Designate a relay account manager who shall serve as the contractor’s contact and shall be the liaison between the contractor and the state agency.
•    The relay account manager shall provide state relay usage statistics and a list of past and planned outreach activities, as well as updates on federal activity with implications for the state relay program.
- Outreach and marketing requirements:
•    Provide ongoing outreach designed to help the general public and state relay service users become aware of the current and enhanced TRS services as they become available. 
•    Outreach shall also include information describing internet-protocol-based alternatives to analog TRS service.
•    Provide ongoing outreach designed to help the general public and state relay service users become aware of the current and enhanced TRS services as they become available. 
•    Outreach shall also include information describing internet-protocol-based alternatives to analog TRS service.
•    To ensure compliance with the $20,000 budget, the contractor shall identify on a monthly basis the cumulative amount spent on outreach and marketing and the remaining budget amount. 
•    This information can be provided in the contractor’s monthly report and invoice.
•    Outreach and marketing funding shall not be included in the TRS per-minute charges.
- Reporting requirements:
•    The contractor shall maintain its records of TRS operations so as to permit review and determination of billing accuracy and to ensure services are being provided in accordance with the requirements of the contract. 
•    Such records related to the contract shall be made available during normal business hours for inspection by the state agency, as mutually agreed upon by the state agency and contractor.
•    Monthly report: the contractor shall provide state agency staff with monthly reports, which shall include, but shall not necessarily be limited to, the following:
o    Total billable TRS minutes; 
o    Total calls associated with the billable TRS minutes; 
o    Number of unique phone numbers with relay-related equipment placing and receiving TRS calls. 
o    A map of state showing the locations of unique TRS users, if possible. 
o    A log of customer complaints received, if any, for the month. 
o    The log shall identify the date filed, the nature of the complaint, the date of resolution, and an explanation of the resolution.
- Invoice requirements:
•    Based on conversation minutes for completed calls only. 
•    The timing for billing a call begins when the call is answered by the called party and ends when one of the parties disconnects.
•    The contractor shall adjust TRS invoicing to the state agency for out-of-service conditions totaling over four (4) hours in a 24-hour period, provided such out-of-service conditions are under the control of the contractor.
•    TRS provided pursuant to the applicable services at the firm, fixed prices shown on the contract's pricing pages.
•    Invoice for outreach and marketing expenses that were pre-approved by the state agency up to the annual guaranteed not-to-exceed rate of $20,000.00.
- Budget: $20,000 

- Contract Period/Term: 2 years