The vendor required to provide remote interpreting and translating for 365 days a year/7-days a week/24-hours a day on-demand remote interpreting, over-the-phone interpretation (OPI), video remote interpretation (VRI), and document translation services on an “as needed” basis for limited english proficient (LEP) clients needing an immediate interpreter or translation assistance.
- Document translation services
• Provide document translation services from english to source language and source language translation to english.
• Provide review, editing, and proofreading services for previously translated documents.
• Contractor will manage document translations electronically.
• Capable of receiving source language documents by e-mail or other electronic means (i.e., Pdf or flat files, standard word processing languages, etc.), country postal service or courier delivery.
• The typical delivery is expected to be by e-mail or other electronic means.
• Provide electronic confirmation upon document receipt within one business day.
• Completed orders must be returned electronically, preferably by email, to the address specified in the request.
• If the resulting document is too large to be transmitted via email or in a compressed format and the purchasing entity does not want the file broken up and sent via multiple emails, documents will be accepted on a read and write CD or DVD, or a flash drive.
• A printed copy may be requested by mail or overnight courier.
• Overnight courier charges will be reimbursed by purchasing entity only when pre-approved and as a result of the request.
• Translators must translate the written word accurately and in the same spirit and style as it appears in the original text.
• Translators must ensure accuracy of nuances, subject-matter detail and retain fluency.
• Provide translated materials that meet the following requirements:
o Accurate content
o Correct spelling
o Correct grammar
o Correct language structure (while remaining faithful to english content).
- Connection for VRI
• Provide VRI services using videoconferencing technology and equipment through safe and secure platforms and a high-speed internet connection with sufficient bandwidth.
• Professional setting, contractor may use any type of computer setup with a webcam and microphone or, in some cases, a videoconferencing app.
• Contractor shall be available to provide VRI services from 7:00am to 7:00pm local time for the purchasing entity time zone.
• On average per month, contractor must answer at least 95% of all incoming calls within five seconds of the call starting to ring at the contractor’s facility.
• The call may be answered by an automated attendant, but the customer must be given an option, either by voice prompt or keypad selection, to speak with a live operator and customer service representative.
• If the customer opts for a live operator and customer service representative, connection must occur within ten seconds of the customer’s selection.
• On average per month, calls must be connected to an interpreter at a rate of 95% or greater within 30 seconds of the client’s language being identified.
• Once interpretation begins, the call cannot be placed on hold or put into a queue of any kind.
• In the event interpretation service for Spanish, the top 12 languages (attachment p), and Tigrinya does not begin within 60 seconds of the client’s language being identified, the customer shall not be charged for any interpretation services provided for the duration of the call.
• In the event interpretation service for asl does not begin within three (3) minutes of the client’s language being identified, the customer shall not be charged for any interpretation services provided for the duration of the call.
• In the event any interpretation service request for Spanish, asl, the top 12 languages, and Tigrinya results in a customer being told “no interpreter is available,” the contractor will provide the participating entity with a credit equal to the cost of the customer’s average interpreter call for the month in which the “no interpreter available” event occurs.
• The above credits will be assessed monthly by the contractor and must be itemized and deducted from the appropriate monthly invoice total.
• Provide toll-free access to interpreter services from anywhere in the country, 365-days a year, 7-days a week, 24-hours a day.
