How to Evaluate Media Accessibility Vendors for Higher Education RFPs

If you're responsible for procuring media accessibility services for a college, university, technical college system, or municipal government, you know that not all vendors are created equal. With accessibility compliance deadlines approaching and the risk of litigation increasing, selecting the right vendor is critical.

This guide from Recap Innovations walks through the key criteria to evaluate when issuing an RFP for media captioning, transcription, and audio description services.

Understanding Your Accessibility Requirements

Before evaluating vendors, clarify your institution's specific needs:

Compliance Framework

Different institutions face different compliance requirements:

• Public Colleges & Universities (ADA Title II): State and local government entities must make all web content, including videos, accessible under ADA Title II
• Private Institutions Receiving Federal Funding (Section 504): Any college or university receiving federal funding through Title IV student aid, grants, or contracts must provide accessible course materials
• Workforce Development Programs (Section 508): Programs developed with federal workforce grants must meet Section 508 electronic accessibility standards
• Municipal Government (ADA Title II): City councils, county boards, and local agencies have accessibility obligations for public meetings and content

Volume and Scope

Estimate your accessibility needs:

• Current volume: How many hours of video content exist in your library?
• Ongoing production: How many hours of new content are created each semester or year?
• Peak periods: Do you have seasonal spikes (e.g., start of semesters, budget meetings)?
• Departmental variation: Which departments or campuses produce the most video content?

Key RFP Evaluation Criteria

1. Service Offerings and Flexibility

Look for vendors who can support multiple accessibility services under one contract:

Post-Production Services

• Automated AI captions: Fast, economical, 95-97% accuracy
• AI with human review: 98.5-99% accuracy with professional editing
• Professional human transcription: 99.5%+ accuracy for complex content
• Audio descriptions: Both standard and extended timing options
• Translation services: Multi-language caption support

Real-Time Services

• Live captioning / CART: For meetings, events, and synchronous classes
• Post-event editing: Human-reviewed transcripts available after events

Specialized Services

• Dual-language captioning: Multiple languages in the same video
• Non-English language support: Accuracy guarantees for Spanish, French, Mandarin, etc.
• Technical terminology: Custom dictionaries for specialized vocabularies

Evaluation Questions:

• Can the vendor provide all the services we need under one contract?
• Are services provided in-house or subcontracted?
• What quality assurance processes exist for each service tier?

2. Platform Features and Usability

The vendor's platform should be accessible, intuitive, and feature-rich:

User Management

• Role-based access control (admin, editor, viewer)
• Department-level subaccounts
• Single Sign-On (SSO) integration with SAML/OIDC
• Semester-based access management for instructors

Accessibility of the Platform Itself

• Interface built with WCAG 2.1 AA guidelines in mind
• Keyboard navigation support
• Screen reader compatibility
• Training and support for users with disabilities

Processing Capabilities

• Bulk upload and batch processing
• Support for all major video/audio file formats
• Online caption editing with real-time preview
• Download captions in multiple formats (SRT, VTT, DFXP, SCC, etc.)

Analytics and Reporting

• Usage tracking by department or cost center
• Cost forecasting and budget management
• Quality metrics and accuracy reports
• Export capabilities for financial systems

Evaluation Questions:

• Is the platform accessible to users with disabilities?
• Can we process hundreds or thousands of videos in bulk?
• Can we track usage and costs by department?
• What file formats are supported for input and output?

3. Integration Capabilities

Seamless integration with existing infrastructure is critical for efficient workflows:

Video Platform Integrations

• Kaltura, Panopto, YuJa, Brightcove, YouTube, Vimeo
• Automatic caption upload after processing
• Bulk processing from integrated platforms

Learning Management Systems

• Canvas, Blackboard, Brightspace, Moodle
• Direct embedding of accessible video players

Collaboration Tools

• Slack, Microsoft Teams, Google Chat notifications
• Automated workflow triggers

Evaluation Questions:

• Does the vendor integrate with our existing video platform(s)?
• How long does it typically take to build a new integration?
• Are integrations standards-based and interoperable?
• Can we initiate captioning directly from our LMS or video platform?

4. Pricing Structure and Transparency

Understand the total cost of ownership and pricing flexibility:

Pricing Models

• Per-minute pricing: Most common for video captioning
• Tiered service pricing: Different rates for automated, AI+review, and fully human services
• Rush fees: Surcharges for expedited turnaround
• Volume discounts: Lower rates for higher usage

Contract Terms

• Multi-year contracts: Typically 3-5 years with renewal options
• Price escalation: CPI-U indexed pricing or fixed increases
• Probationary period: Ability to terminate for poor performance in year one
• No minimums: Avoid vendors requiring minimum purchase commitments

Hidden Costs to Watch For

• Setup fees or onboarding charges
• Per-user licensing fees
• Integration development costs
• Format conversion fees
• Minimum order quantities

Evaluation Questions:

• Is pricing transparent with no hidden fees?
• Can we scale up or down based on actual usage?
• How are price increases handled over the contract term?
• Are there volume discounts for consortium or multi-campus contracts?

5. Service Level Agreements (SLAs)

Clear SLAs ensure accountability and protect your institution:

Turnaround Times

• Automated captions: 2-4 hours
• AI with human review: 12-24 hours
• Professional transcription: 48-72 hours
• Rush service availability: Same-day options

Accuracy Guarantees

• Clear accuracy targets for each service tier (e.g., 95%, 98.5%, 99.5%)
• Objective measurement methodologies
• Free remediation if accuracy targets are not met

Uptime and Reliability

• Platform uptime commitments (e.g., 99.9%)
• Backup and redundancy infrastructure
• Data retention policies

Support Response Times

• Email support: Same business day response
• Urgent issues: 2-4 hour response
• Dedicated account manager for enterprise contracts

Evaluation Questions:

• Are turnaround times guaranteed with penalties for failures?
• What happens if caption quality is unacceptable?
• How quickly does the vendor respond to support requests?
• Is there a dedicated account manager for our institution?

6. Quality Assurance Processes

Understand how the vendor ensures consistent, high-quality output:

AI and Human Balance

• How is AI/ASR integrated into transcription workflows?
• What is the balance between automation and human review for each tier?
• How are transcribers trained and quality-controlled?

Quality Metrics

• What accuracy testing is performed before delivery?
• Are industry-standard guidelines followed (e.g., sound effects, speaker ID)?
• How are technical terms and specialized vocabulary handled?

Remediation Process

• What is the process for reporting quality issues?
• How quickly are revisions completed?
• Are there limits on revision requests?

Evaluation Questions:

• How does the vendor measure and guarantee accuracy?
• What quality assurance processes are in place?
• Can we provide custom dictionaries for specialized terminology?
• What happens if we're not satisfied with the quality?

7. Departmental Billing and Cost Allocation

For institutions with decentralized budgets, this is essential:

• Tag videos by department, college, course, or cost center during upload
• Generate billing reports by department for internal chargebacks
• Track spending trends and forecast future costs
• Export data for integration with institutional financial systems

Evaluation Questions:

• Can we allocate costs to specific departments or budgets?
• Can we export billing data for our financial system?
• Can we set spending limits or alerts for departments?

8. Training, Onboarding, and Support

Successful adoption requires comprehensive training:

Onboarding Process

• Kickoff meetings with stakeholders
• Platform configuration and integration setup
• Administrator training sessions
• End-user training materials

Ongoing Support

• Accessible training materials (captioned videos, screen reader-compatible docs)
• Email, chat, and phone support options
• Knowledge base and documentation
• Product update webinars

Evaluation Questions:

• What training is included with the contract?
• Are training materials accessible to users with disabilities?
• What support channels are available?
• Is ongoing training provided when new features are released?

9. Security and Compliance

Protect sensitive educational content and student data:

Security Standards

• SOC 2 Type II certification
• Encryption at rest (AES-256) and in transit (TLS 1.3)
• Role-based access control
• Audit logging

Compliance Considerations

• FERPA compliance for student data
• HIPAA considerations for health sciences content
• Data retention and deletion policies
• Content ownership and usage rights

Evaluation Questions:

• Is the vendor SOC 2 certified?
• How is sensitive content protected?
• Can we control data retention and deletion?
• Where is content stored geographically?

10. References and Track Record

Evaluate the vendor's experience with similar institutions:

• Reference customers: Institutions of similar size, type (technical college, university, municipal)
• Case studies: Documented success stories
• Years in business: Established vendor vs. startup
• Financial stability: Vendor viability for long-term contracts

Evaluation Questions:

• Can the vendor provide references from similar institutions?
• What is the vendor's track record with technical colleges, universities, or government entities?
• How long has the vendor been in business?
• What percentage of customers renew their contracts?

Common RFP Red Flags

Watch out for these warning signs when evaluating vendor responses:

1. Vague pricing: "Contact us for pricing" without providing ranges or sample rates
2. Subcontracted services without disclosure: Vendor doesn't clarify which services are provided in-house vs. third-party
3. Unrealistic turnaround times: Promises that seem too good to be true (e.g., "professional human transcription in 2 hours")
4. No SLA details: Lack of specific guarantees for accuracy, turnaround, or uptime
5. Limited integration capabilities: Platform only works in isolation, not with your existing systems
6. Hidden fees: Setup costs, per-user licenses, or minimum commitments buried in fine print
7. Poor platform accessibility: Vendor's own platform doesn't meet WCAG standards
8. No quality remediation process: No clear path for addressing unacceptable caption quality

Consortium and Multi-Campus Considerations

If you're procuring for a state system, consortium, or multi-campus institution:

Centralized vs. Decentralized Billing

• Centralized billing: One invoice for the entire system with campus-level usage tracking
• Decentralized billing: Individual invoices per campus
• Hybrid model: Central contract with departmental billing within each campus

Shared Volume Discounts

• System-wide pricing benefits all member institutions
• Volume thresholds based on total system usage
• Transparent pricing applied equally across campuses

Campus Autonomy

• Each campus manages its own users and content
• Individual campus administrators can't see other campuses' content
• System-wide reporting for central administration

Sample RFP Scoring Rubric

Consider weighting evaluation criteria based on your priorities:

Criterion	Weight	Example Scoring Factors
Pricing & Contract Terms	25%	Transparency, flexibility, total cost, volume discounts
Service Quality & SLAs	20%	Accuracy guarantees, turnaround times, remediation process
Platform Features	15%	Usability, accessibility, bulk processing, analytics
Integration Capabilities	15%	Video platform integrations, LMS compatibility, custom development
Training & Support	10%	Onboarding, training materials, support response times
Security & Compliance	10%	SOC 2, encryption, FERPA, data controls
References & Experience	5%	Similar institutions, case studies, financial stability

Questions to Include in Your RFP

Here's a starter list of questions to include in your RFP to vendors:

Service Offerings

1. Describe your self-service user experience. How accessible is your platform?
2. List supported incoming file types for audio/video input.
3. Provide definitions of what is included in each service tier (e.g., what constitutes "AI with human review"?).
4. Does your solution utilize AI or automated speech recognition? If so, describe how AI is integrated and the balance with human review.
5. How does your tool handle subaccounts and user management?
6. List all caption file output formats available at no additional cost.
7. Describe online editing capabilities (content, timing, speaker identification).

Language Support

1. Can you maintain at least 98.5% accuracy for non-English languages? List supported languages.
2. Describe your non-English captioning process (in-house, subcontracted, AI vs. human).
3. Can you caption multiple spoken languages within a single video? Describe the process.

Integrations

1. Describe your integration capabilities with video platforms (Kaltura, Panopto, etc.).
2. How quickly can you develop a new custom integration?
3. Can end-users initiate captioning directly from our video platform?
4. Describe bulk processing capabilities and departmental billing tracking.

Live Captioning

1. Describe your live captioning service tiers (automated, AI+human, fully human).
2. What platforms support your live captioning? (Zoom, Teams, YouTube, etc.)
3. Are post-event edited transcripts available? What is the turnaround time?

Audio Descriptions

1. Describe your audio description offerings (extended vs. standard, AI vs. human voice).
2. What audio description-supported players do you integrate with?
3. Describe the process for delivering audio description files.

Conclusion: Making the Right Choice

Selecting a media accessibility vendor is a significant decision that will impact your institution for years. The right vendor should be:

• Transparent about pricing, processes, and limitations
• Flexible to accommodate your unique institutional needs
• Committed to quality with clear SLAs and remediation processes
• Integrated with your existing technology ecosystem
• Accessible with a platform that users with disabilities can navigate
• Responsive with training and support to ensure successful adoption

Don't just accept the lowest bid. Evaluate total cost of ownership, quality guarantees, and long-term vendor viability. The best vendor is one that becomes a true partner in your accessibility goals, not just a transactional service provider.

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Need help evaluating your RFP responses? Contact Recap to discuss your specific requirements and see how we address each of these evaluation criteria. We're happy to provide reference customers, conduct platform demonstrations, and discuss custom SLAs tailored to your institution.