Individual Assistance Kiosk Prototypes; Questions Answered

Questions & Answers / Clarifications

This document contains FEMA's responses to questions submitted by potential vendors regarding the Mobile Kiosk Units (MKU) Request for Information (RFI).

• Current Survivor Interaction: FEMA currently relies on staff-assisted interactions at Disaster Recovery Centers (DRCs) using laptops or iPads, with survivors often using their own devices with staff guidance. There is no standardized, unattended self-service kiosk.
• Operational Challenges: Key challenges include repeat survivor visits for routine tasks (approx. 31% repeat rate), staff time consumed by basic registration (up to 20 mins), case status checks/updates (20-30 mins), and document handling. These limit capacity for complex cases.
• Self-Service Suitability: Document upload, re-upload, basic case status checks, and simple profile updates are considered well-suited for high-throughput self-service. Complex eligibility, appeals, and cases involving layered vulnerabilities are better suited for staff-assisted interactions.
• Kiosk Integration: Kiosks are intended to be a front door into FEMA's integrated Information and Assistance (IA) environment, complementing existing workflows and maintaining continuity of data across stages (triage, self-service, staff-assisted).
• Accessibility & Language: Critical accessibility considerations include ADA compliance, support for users with mobility, vision, or hearing limitations, and cognitive accessibility (plain language, simple workflows). Spanish is the primary non-English language to be supported, with potential for others.
• Connectivity & Offline Use: Kiosks should support Wi-Fi, wired, and cellular connectivity, with cellular preferred for resilience. Limited offline operation for document capture with secure buffering is acceptable, but full registrations and case updates require real-time connectivity.
• Security & Data Handling: Strict session management, automatic logout, session isolation, and secure wiping of cached data are required. Kiosks must not store survivor PII locally after synchronization or session end.
• Reporting: FEMA requires aggregate, non-PII usage metrics for evaluation, including session counts, completion rates, and device health, with near-real-time reporting during active events.

These answers provide critical details for vendors developing proposals related to Mobile Kiosk Units, clarifying operational needs, technical requirements, and desired functionalities for FEMA's disaster recovery operations.

Request for Information (RFI)

This RFI seeks information on Mobile Kiosk Units that will serve as prototypes for rapid deployment systems to assist disaster survivors. The kiosks will offer a self-service option for survivors to apply for assistance, upload documents, check case status, and view services from other agencies.

• Core Functionality: Application submission, document upload (preferably photo scanning), case status inquiry/update, and connection to FEMA call center agents.

• Technical Requirements: ADA compliance, integration with Disasterassistance.gov, privacy screen, audio jack for call center, PIN pad for SSN, applicant photo capture for ID verification, multilingual interface, automatic log-out, and prompt deletion of data after session.

• Physical Requirements: Compact and transportable (max height 72 inches, fit on a 48x40 pallet, less than 150 lbs), with a travel case.

• Connectivity: Wi-Fi, wired internet, and/or cellular capability.

• Maintenance & Service: 1-year warranty covering technical support, software updates, and repairs.

• Battery operation/backup

• Anti-theft/anti-vandalism mechanisms

• Active remote monitoring system

• Signal light indicating kiosk status (available, in use, needs assistance)

• Response Due Date: Friday, February 7th, 2026, by 3:00 PM EST.

• Questions Due Date: Friday, January 23rd, 2026.

• Submission Method: Electronic submission to specified FEMA contacts.

• Format: Microsoft Word (.doc/.docx) or Adobe Acrobat (.pdf).

• Content: Responses should include a cover page, contractor capability statement (max 3 pages), and answers to specific RFI questions (max 5 pages). Questions cover proposed solutions, technical specifications, maintenance, identity verification, Rough Order of Magnitude (ROM) pricing, and project plans.

Not specified in this RFI.

• This RFI is for information gathering only and does not constitute a commitment to a future acquisition.
• Respondents are responsible for all costs associated with their response.
• FEMA reserves the right to use non-proprietary technical information.

Questions & Answers / Clarifications

This document contains questions and answers related to the IAMO Kiosks opportunity. The "Questions & Answers" sheet is provided, but it appears to be empty of specific questions and responses.

• The provided spreadsheet contains a section for "Questions & Answers" but no specific questions or FEMA responses are listed.

• As there are no questions or answers provided in the document, there is no impact on the solicitation requirements, due dates, or submission rules.