NLS 1-800 Phone Number Services

National Library Service (NLS) is a free braille and talking book library service for people with temporary or permanent low vision, blindness, or a physical, perceptual, or reading disability that prevents them from using regular print materials. Through a national network of cooperating libraries, NLS circulates books and magazines in braille or audio formats, that are instantly downloadable to a personal device or delivered by mail free of charge.

A toll-free phone line (1-888-NLS-READ) is used to connect the public with NLS and its affiliated network libraries around the United States so that they can learn about the services NLS offers and is an essential means of communication for individuals seeking to enroll in the program. Using this toll-free number has allowed many people who would not have known about our service to discover that it is available, at no cost to them.

A significant percentage of users of this phone system will have a visual, physical, or other disability. All considerations for accessibility must be made to ensure that connection and use of the system is easily achieved for these users. The phone line includes the Interactive Voice Response (IVR) system.

The IVR system is an interactive voice recognition and response system that connects callers to NLS, informs the public of the services provided by NLS and subsequently connects callers to a library in their area that cooperates with NLS in providing Talking Book services. In turn, the local libraries will add eligible callers to the program provided by NLS. This service is available to all eligible residents of this country, as well as those in U.S. territories.

The voice response system must be able to connect a caller to any state in the United States, as well as U.S. territories. The Library of Congress intends to use the existing internal recording and voice talent to create .wav file that will be provided for introduction and call tree within IVR system. The IVR system connects with softphone technology to support a decentralized playback device repair help desk.

Playback device helpdesk technicians are located throughout the country and need a system to manage incoming calls and respond to trouble tickets using toll free number of help desk (1-888-NLS-READ). NLS periodically conducts national digital advertising campaigns that result in significant increases in call volume to the main toll-free number or through purpose-created toll-free numbers which aid NLS in source tracking and analytics associated with these campaigns.

During the run of these campaigns, volume could exceed 8,500 calls per month if the advertising directs interested individuals to call NLS. In order to measure efficacy, these ads are assigned unique “vanity” numbers that will redirect to 1-888-NLS-READ, from two separate phone numbers. During the term of the contract, call volume could reach 48,000 calls annually plus or minus 25% through the phone inbound and routing to ultimate network library.

Historical Monthly Call Data (These are estimates *only* the Contractor shall fulfill the requirements regardless of whether actual usage is higher than the historical estimate):

January to December 2023: Total Number of Calls – 25,927 (estimate)

January to December 2022: Total Number of Calls – 20,526 (estimate)

January to December 2021: Total Number of Calls – 29,120 (estimate) The objective of the toll-free phone line is to provide a free means of communications for individuals seeking information about NLS services. Offeror questions are due no later than 02/16/2024 at 12:00 PM EST. Proposals are due no later than 03/01/2024 at 12:00 PM EST.

Amendment 0001 moves the question due date from 02/21/2024 to 02/16/2024 at 12:00 PM. This amendment provides additional revisions to Section L as indicated in red text.

Amendment 0002 provides Attachment J6 – Responses to Questions - Solicitation 030ADV24Q0096. All other terms and conditions remain the same.

Amendment 0003 updates the period of performance start and end dates for each year of the solicitation in Section B due to unanticipated delays. All other terms and conditions remain the same.

Amendment 0004 provides a number of revisions to the solicitation. Please see the amendment for detailed information. This amendment applies only to offerors who previously submitted timely proposals. The Library is not accepting new proposals. The response date for proposals has been extended to no later than 12:00 PM EST on March 21, 2024.