CITY OF FORT WORTH - PURCHASING DIVISION

SCOPE OF SERVICES

RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 1 of 24

RFP Title: Interpretation and Translation Services

1.0 INTRODUCTION AND PURPOSE

The purpose of this solicitation is to establish an annual contract for interpretation and translation services to be used by various City departments on an as needed basis.

2.0 BACKGROUND

The City of Fort Worth (City) requires interpretation and translation services to support communication with residents, customers, visitors, and other stakeholders across various City programs, services, meetings, hearings, community events, outreach activities, and other City functions. While Municipal Court has specific statutory and certification requirements for court interpretation, other City departments may utilize the resulting Agreement for interpretation, translation, accessibility, public engagement, emergency communication, and related services. Services may include spoken-language interpretation, sign language interpretation, written translation, Communication Access Real-Time Translation (CART), video remote interpreting, transcription, captioning, document creation, and related services.

Services provided for Municipal Court proceedings shall comply with applicable Texas statutory, licensing, and certification requirements. Service locations and requirements may vary by requesting department.

3.0 GENERAL REQUIREMENTS

Contractor shall establish and maintain procedures to ensure timely, accurate, and reliable delivery of services throughout the term of the Agreement.

3.1 General Requirements

3.1.1 Services may be required at City facilities, off-site

locations, public meetings, hearings, community events, neighborhood outreach activities, virtually, or at other locations designated by the requesting City department.

3.1.2 Each City department utilizing the Agreement shall issue its own purchase order and shall be responsible for payment for services requested by that department.

3.1.3 Contractor shall have sufficient personnel and resources to accommodate varying service volumes and requirements among City departments.

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3.1.4 Contractor shall disclose all costs associated with

requested services, including, but not limited to, mileage, parking, travel, equipment, or other applicable charges.

Contractor shall not assess any charge that is not expressly authorized under the Agreement or approved in advance by the requesting City department. No additional charges shall be permitted without prior authorization.

3.1.5 Contractor shall designate a primary account

representative and an alternate contact responsible for coordinating service requests, addressing scheduling concerns, resolving performance issues, and communicating with participating City departments.

3.1.6 Contractor shall not charge the City for services canceled by the Contractor or services not performed due to the Contractor's failure to provide qualified personnel. The City shall not be responsible for costs associated with such cancellations or failures to perform.

3.2 Contractor shall provide services including, but not limited to:

3.2.1 Telephone interpretation – on-demand and scheduled. If

live translation is requested, it will be to accompany a City employee to interpret during a meeting or a neighborhood canvas.

3.2.1.1 On-site spoken-language interpretation;

3.2.1.2 Sign language interpretation;

3.2.1.3 Communication Access Real-Time Translation

(CART);

3.2.1.4 Remote Interpreting (VRI) for spoken and

sign languages;

3.2.1.5 Written document translation;

3.2.1.6 Editing and proofreading of translated

materials;

3.2.1.7 Transcription of live or recorded audio, video, and telephone communications;

3.2.1.7.1 Open and closed captioning;

3.2.1.8 Court reporting, dictation, and shorthand

services, RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 3 of 24 when requested;

3.2.1.9 Creation or translation of training materials, presentations, manuals, social media, and graphic-design literature;

3.2.1.10 Training and testing services, including support

for internal bilingual staff when requested; and

3.2.1.11 Other related interpretation, translation, transcription, accessibility, training, testing, and intercultural consulting services requested by the City.

3.2.1.12 Contractor shall provide accessibility-related

language services including sign language interpretation, CART, captioning, and Braille transcription/publishing, when requested by the City.

3.2.1.12.1 Contractor shall maintain documented

procedures for identifying, addressing, and resolving service deficiencies, including translation errors, interpreter performance concerns, and missed service requirements.

3.2.1.12.2 Contractor shall provide a corrective

action plan upon request by the City, identifying the deficiency, proposed corrective measures, and anticipated resolution timeline.

3.2.1.13 Contractor shall provide pricing for all applicable

services identified in this Scope of Services in accordance with the Bid Table. Pricing shall account for routine, emergency, after-hours, weekend, holiday, expedited interpretation and translation, and specialized services, including dictation, shorthand, intercultural consulting, and other related services, as applicable.

3.2.1.13.1 Proposer shall identify the appropriate

pricing method for each service

RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 4 of 24 offered, including per-minute, per-hour, per-word, per-page, per-day, per-project, or other applicable units of measurement. Services may be included within an established service category or separately priced, as appropriate. All applicable rates, additional charges, and conditions shall be clearly identified in the Bid Table.

3.3 Languages

3.3.1 Contractor shall provide interpretation and translation services in additional languages not specifically listed herein, subject to availability and as requested by the City.

Proposer shall identify all additional languages offered and indicate the availability and types of services provided for each language. Translation of material will be from English or to English from one of the following languages:

3.3.1.1 Cambodian;

3.3.1.2 English;

3.3.1.3 French;

3.3.1.4 German;

3.3.1.5 Hungarian;

3.3.1.6 Indonesian;

3.3.1.7 Italian;

3.3.1.8 Japanese;

3.3.1.9 Korean;

3.3.1.10 Laotian;

3.3.1.11 Russian;

3.3.1.12 Spanish;

3.3.1.13 Vietnamese;

3.3.1.14 Chinese (Mandarin and Cantonese);

3.3.1.15 Armenian;

3.3.1.16 Haitian Creole;

3.3.1.17 Polish;

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3.3.1.18 Portuguese;

3.3.1.19 Tagalog;

3.3.1.20 Thai;

3.3.1.21 Arabic;

3.4 Contractor shall provide written translation services, including the review, editing, and proofreading of previously translated documents and materials provided by the City. Services may include, but are not limited to, the following types of publications and documents:

3.4.1 Brochures;

3.4.2 Flyers;

3.4.3 Policies/Procedures;

3.4.4 Signs;

3.4.5 Applications;

3.4.6 Advertising;

3.4.7 Newsletters;

3.4.8 Articles;

3.4.9 Announcements;

3.4.10 Permits;

3.4.11 Certificates;

3.4.12 Manuals;

3.4.13 Door Hangers;

3.4.14 Reports;

3.4.15 Invitations;

3.4.16 Forms;

3.4.17 Annual Reports;

3.4.18 City Codes/Legal, Election and Required Notices;

3.4.19 Financial;

3.4.20 Legal;

3.4.21 Medical;

3.4.22 Technical.

3.5 Documents and materials submitted for translation may be

subject to additions, revisions, or modifications as determined by the requesting City department.

3.6 Confidentiality, Data Security, and Use of Artificial Intelligence

(AI)

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3.6.1 Contractor shall protect confidential, sensitive, personal, legal, and other nonpublic information received or accessed while performing services under the Agreement.

3.6.2 Contractor shall not upload or disclose nonpublic City

information to public artificial intelligence systems, machine translation platforms, or other third-party services without prior written authorization from the City.

3.6.3 Any authorized machine-assisted translation shall be

subject to appropriate human review by qualified personnel before delivery to the City.

3.6.4 Contractor shall promptly report any suspected

unauthorized disclosure or security incident involving City information in accordance with the Agreement's security and incident notification requirements.

3.7 Emergency Services

3.7.1 Contractor shall provide interpretation and translation services during emergency situations, including, but not limited to, natural disasters, public safety emergencies, and other emergency events, during and after regular business hours.

3.7.2 Contractor shall have the capacity to rapidly scale services to support increased call volumes and provide accurate interpretation of information communicated to members of the general public.

3.7.3 Contractor shall be willing and able to participate in briefings and other activities related to City emergency operations when activated or requested by the City.

3.7.4 Contractor shall provide expedited written translation services for emergency events, including natural disasters, bioterrorism, or other public-safety-related emergencies.

3.7.5 Contractor shall have sufficient personnel and resources to support emergency interpretation and translation requests from multiple City departments.

3.7.6 Contractor shall have capacity to translate up to ten (10) emergency press releases per month in Spanish and up to ten

(10) in other core and non-core languages, each press release up to one (1) page in length.

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3.8 Translation Quality and Formatting

3.8.1 Contractor shall ensure that all translated materials are accurate, complete, timely, readable, and appropriate for the intended audience. Translations shall accurately convey the meaning, intent, tone, and subject matter of the original source material.

All translated materials shall meet the following requirements:

3.8.1.1 Accurate translation of all content without omissions or alterations to the intended meaning;

3.8.1.2 Correct spelling, grammar, punctuation, and language

structure;

3.8.1.3 Appropriate reading level for the intended audience;

3.8.1.4 Culturally appropriate terminology and content;

3.8.1.5 Consideration of regional dialect and idiomatic

differences;

3.8.1.6 Proper use of diacritical marks, special characters, and upper- and lowercase letters, unless otherwise specified by the City;

3.8.1.7 Inclusion of appropriate fonts for languages not based on the English alphabet, with all necessary fonts provided with the completed translations; and

3.8.1.8 Consistency in terminology, syntax, style, and

formatting throughout translated materials.

3.8.2 Translation Consistency and Continuity- Contractor shall assign a single qualified translator to complete each document. Any change in the assigned translator shall require prior notification to the requesting City department and appropriate quality assurance review.

3.9 Contractor shall maintain a documented quality assurance process to ensure the accuracy, completeness, and quality of translated materials.

All translated materials shall be reviewed prior to delivery using one or more appropriate quality assurance methods, including proofreading or editor review, peer review, field testing when appropriate, and audience testing for language and imagery when appropriate.

3.10 Telephone Services

3.10.1 Contractor shall provide on-demand and scheduled

telephone interpretation services through a single

RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 8 of 24 nationwide toll-free 800 number, with access available twenty-four (24) hours per day, seven (7) days per week.

3.10.2 Contractor shall furnish and maintain telephone and

related equipment necessary to provide the services, including conference-calling capabilities.

3.10.3 Contractor shall support interpretation requests from

participating City departments, including during and after regular business hours and during emergency operations.

3.11 Video Remote Interpreting (VRI) Services

3.11.1 Contractor shall provide Video Remote Interpreting (VRI) services for spoken and sign languages upon request, 24 hours a day, 7 days a week, 365 days a year, including weekends and all federal, state, and locally observed holidays.

3.11.2 Contractor’s VRI solution shall be compatible with

desktop and laptop computers and widely used video meeting platforms.

3.11.3 Contractor’s VRI solution shall support dual-channel

audio, an ADA-compliant interface, end-to-end encryption, Cloud Video Interoperability/SIP-based joining, and media streaming.

3.11.4 Contractor shall identify available languages and any

scheduling or technical requirements for accessing VRI services.

3.12 Contractor shall provide services to the following City departments and locations. The list of departments and locations is subject to change throughout the term of the Agreement, and the City reserves the right to add, remove, or modify departments and service locations as operational needs require.

3.12.1 A.D. Marshall Municipal Court Building

1000 Throckmorton St.

Fort Worth, Texas

3.12.2 City Hall

100 Fort Worth Trail Fort Worth, Texas 76102

3.12.3 Clifford Crossing

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9336 Clifford Street Suite 120

Fort Worth, Texas 76108

3.12.4 Downtown Express Library

200 Texas St Fort Worth, Texas 76102

3.12.5 Diamond Hill / Jarvis Library

1300 NE 35th St Fort Worth, Texas 76106

3.12.6 East Berry Library

4300 East Berry St Fort Worth, Texas 76105

3.12.7 Ella Mae Shamblee Library

1062 Evans Ave

Fort Worth, Texas 76104

3.12.9 Fort Worth History Center

501 East Bolt St Fort Worth, Texas 76110

3.12.10 Golden Triangle Library

4264 Golden Triangle Blvd Fort Worth, Texas 76244

3.12.11 La Gran Biblioteca

4200 S Freeway Ste 1338 Fort Worth, Texas 76110

3.12.12 Vivian J. Lincoln Library

8829 McCart Fort Worth, Texas 76123

3.12.13 Meadowbrook Library

2800 Stark St Fort Worth, Texas 76112

3.12.14 Northside Library

601 Park St Fort Worth, Texas 76164

3.12.15 Northwest Library

6228 Crystal Lake Dr

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Fort Worth, Texas 76179

3.12.16 Library Operations Center

8628 Camp Bowie West Fort Worth, Texas 76116

3.12.17 Reby Cary Youth Library

3851 E Lancaster Ave Fort Worth, Texas 76103

3.12.18 Ridglea Library

3628 Bernie Anderson Dr Fort Worth, Texas 75116

3.12.19 RISE Library

8201 Calmont Ave Fort Worth, Texas 76116

3.12.20 Riverside Library

2913 Yucca Ave Fort Worth, Texas 76111

3.12.21 Sendera Springs Library

1301 Avondale-Haslet Rd Fort Worth, Texas 76052

3.12.22 Summerglen Library

4205 Basswood Blvd Fort Worth, Texas 76137

3.12.23 Southwest Regional Library

4001 Library Ln Fort Worth, Texas 76109

3.12.24 Wedgwood Library

3816 Kimberly Ln Fort Worth, Texas 76133

3.12.26 Log Cabin Village

2100 Log Cabin Village Ln Fort Worth, Texas 76109

3.12.27 Worth Heights Community Center

3551 New York Ave Fort Worth, Texas 76110

3.12.28 Northside Community Center

1100 NW 18th St

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Fort Worth, Texas 76164

3.12.29 Hazel Harvey Peace Center

818 Missouri Ave Fort Worth, Texas 76104

3.12.30 Como Community Center

4660 Horne St Fort Worth, TX 76107

3.12.31 MLK Community Center

5565 Truman Dr Fort Worth, TX 76112

3.12.32 Arlington Office

401 W Sanford St Arlington, TX 76011

3.13 Delivery and Service Turnaround Requirements

3.13.1 Contractor shall provide interpretation and translation services within the timeframes established herein or as otherwise authorized by the requesting City department.

Contractor shall coordinate all service requests, scheduling, and delivery requirements with the requesting department.

3.13.2 Routine On-Site Interpretation. Contractor shall provide an on-site interpreter within forty-eight (48) hours of a routine request, unless the City schedules the service for a later date and time.

3.13.3 Expedited On-Site Interpretation. Contractor shall provide expedited on-site interpretation services for requests made with less than forty-eight (48) hours’ notice.

3.13.4 Routine Written Translation —Contractor shall complete routine translations of twenty (20) or fewer pages of target-language text within five (5) business days from the date the City transmits the source documents electronically, or within seven (7) business days from the date the City sends the source documents by overnight delivery.

3.13.5 Routine Written Translation —For more than twenty (20) pages of target-language translation, Contractor shall

RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 12 of 24 complete the work within one (1) week plus one (1) additional day for each additional ten (10) pages, or portion thereof.

3.13.6 Expedited Written Translation —Contractor shall

maintain continuous availability of expedited written translation services for the languages offered under this Agreement. For requests involving ten (10) or fewer pages of target-language translation, Contractor shall complete the translation within one (1) day from electronic transmission of the source documents by the City, or within two (2) days from the date the City sends the source documents by overnight delivery.

3.13.7 Expedited Written Translation — Additional Pages. One

(1) additional day shall be permitted for each additional ten (10) pages, or portion thereof, of target-language translation.

3.13.8 Receipt of Source Documents. Contractor shall be capable of receiving source documents by email, facsimile, other electronic means, U.S. mail, or courier. Electronic submission is the City’s preferred method.

3.13.9 Delivery of Completed Documents. Contractor shall

return completed translations electronically, preferably by email, to the address specified by the requesting City department. If a document is too large for email or compressed electronic transmission, the City may accept delivery on a flash drive. Printed copies may occasionally be requested by mail or overnight courier.

3.13.10 Courier Charges. The City shall reimburse overnight

courier charges only when the requesting City department has approved the charges in advance and the courier service is required by the request.

3.13.11 Extended On-Site Interpretation Assignments- For on-site interpretation assignments anticipated to exceed eight (8) hours in a single session, Contractor and the requesting City department shall mutually determine whether more than one interpreter is required.

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3.13.12 Interpreter Assignment and Selection- When multiple

qualified interpreters are available for an on-site assignment, Contractor shall assign the interpreter located closest to the service location, unless the requesting City department requests a specific interpreter. The City may request a specific qualified interpreter in advance, subject to availability and the scheduling procedures established by Contractor and accepted by the City.

3.13.13 Contractor shall notify the requesting City department immediately upon becoming aware of any circumstance that may prevent timely performance of services. Such notification shall include the reason for the anticipated delay, the services affected, and an estimated resolution time.

3.14 Technical, Functional, and Compliance Requirements

3.14.1 Software Compatibility- Contractor shall utilize City-approved software compatible with the source documents and electronic systems used by the requesting City department, including, but not limited to, Microsoft Word, Excel, PowerPoint, Adobe Acrobat, and other applicable software or file formats. Contractor shall ensure that completed documents are provided in formats compatible with the City's systems.

3.14.2 Interpreter Qualifications and Certification- Contractor shall provide qualified interpreters proficient in the languages requested by the City. Interpreters assigned to services requiring professional certification, licensing, or specialized credentials shall possess and maintain the applicable qualifications throughout the performance of services.

3.14.3 Consecutive Interpretation- Contractor shall provide

consecutive interpretation services upon request, including during meetings, interviews, hearings, public engagements, and other City activities. Interpreters shall accurately convey spoken communications between participants while maintaining the meaning and intent of

RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 14 of 24 the original communication.

3.14.4 Regulatory Compliance- Contractor shall comply with all applicable federal, state, and local laws, regulations, and accessibility requirements, including the Health Insurance Portability and Accountability Act (HIPAA), when applicable, and the Americans with Disabilities Act

(ADA).

3.14.5 Professional Standards and Code of Ethics- Contractor

shall ensure that interpreters performing services for the City adhere to applicable Texas Best Practices, professional standards, and codes of ethics governing interpretation services, including requirements relating to accuracy, impartiality, confidentiality, and professional conduct.

3.14.6 Licensing and Certification Requirements- Contractor

shall ensure that interpreters assigned to court proceedings possess and maintain a valid Texas Judicial Branch Certification Commission (JBCC) court interpreter license or applicable Texas Health and Human Services Commission (HHSC)/Registry of Interpreters for the Deaf (RID) legal interpreting certification, as appropriate to the language, type of interpretation, and services performed.

Contractor shall ensure compliance with all applicable Texas statutory and regulatory requirements and maintain required licenses and certifications throughout the term of the Agreement.

3.14.7 Contractor shall ensure that all interpreters comply with applicable Texas Administrative Code provisions, including 40 TAC §360.309 where applicable, and maintain current credentials throughout the term of the Agreement.

3.14.8 Court Facility Security Requirements- Contractor and its personnel shall comply with all applicable security procedures, identification requirements, access restrictions, and confidentiality protocols established by the City and Municipal Court when performing services at

RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 15 of 24 court facilities or other secured City locations.

3.14.9 Language Proficiency Screening and Testing- Contractor shall ensure that all interpreters undergo appropriate screening, testing, or other documented assessments to verify proficiency in English and the applicable target language(s). Contractor shall maintain documentation of interpreter qualifications and language proficiency and provide such documentation to the City upon request.

3.14.10 Interpreter Employment Eligibility Contractor shall ensure that all interpreters assigned to provide services under this Agreement are legally authorized to work in the United States and comply with all applicable federal and state employment eligibility verification requirements.

3.14.11 Translation Certification and Statements of Accuracy

Contractor shall ensure that translators are knowledgeable of applicable requirements for affidavits, certifications of accuracy, and statements of truth concerning the validity and accuracy of translated documents. When requested by the City or required by applicable law, Contractor shall provide a signed certification, affidavit, or statement of accuracy verifying that the translation is complete and accurately represents the original document.

3.15 Interpreter Availability and Replacement

3.15.1 Contractor shall ensure that interpreters arrive or connect at the confirmed service time and possess the qualifications required for the assignment.

3.15.2 If an assigned interpreter becomes unavailable, Contractor shall immediately notify the requesting City department and make reasonable efforts to provide a qualified replacement.

3.15.3 Contractor shall not charge the City for services that were not provided due to an interpreter's failure to appear or connect.

3.15.4 Contractor shall document missed assignments, late

arrivals, and corrective actions and include such information in monthly performance reports.

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3.15.5 Replacement interpreters shall meet the same applicable qualification and certification requirements as the originally assigned interpreter.

3.16 Correction of Deficiencies and Quality Assurance

3.16.1 Contractor shall correct, at no additional cost to the City, translation errors, omissions, formatting deficiencies, or other defects attributable to the Contractor.

3.16.2 Contractor shall acknowledge reported deficiencies within one (1) business day of notification by the requesting City department and provide a proposed timeframe for completing the necessary corrections.

3.16.3 Contractor shall prioritize corrections involving

emergency communications, legal proceedings, public safety, or other time-sensitive materials to ensure timely resolution and minimize disruptions to City operations.

4.0 METHOD OF AWARD - Proposals will be evaluated based on “best value” to the City. Proposals that receive less than 50% of the total available points, excluding price points, and Small Business Goal will not be considered for award.

5.0 EVALUATION FACTORS

To be considered, the Proposer must submit a complete Proposal by the stated deadline and in accordance with all Proposal requirements. All required documentation must be included for evaluation.

Proposals that meet these requirements will be evaluated based on the criteria listed below.

5.1. Cost – up to 20 points available

5.2. Bidder’s Experience and Qualifications- up to 25 points available

5.3. Bidder’s Delivery and Response Time- up to 10 points available

5.4. Technological Capability and Security – up to 25 points available

5.5. Small Business Goal- up to 20 points available

5.5.1 The criteria will be evaluated using a tiered point structure based on the percentage of Small Business participation proposed by

RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 17 of 24 the bidder. Points will be awarded according to the following tiers:

20 points - SB participation 30%-100% 15 points - SB participation between 16% and 29% 10 points - SB participation between 8% and 15% 7 points - SB participation between 1% and 7% 0 points - SB participation = 0%

6.0 CONTRACT AWARD PROCESS

6.1. The Purchasing Division will facilitate and manage the evaluation process.

6.2. An Evaluation Panel consisting of representatives from various City departments and City consultants may be appointed to review and evaluate RFP responses in accordance with this RFP. City reserves the right at its sole discretion to include additional representatives at any point during the evaluation.

6.3. The Evaluation Committee will evaluate responses and may select Proposer for onsite interviews, presentations or demonstrations.

6.4. At its sole discretion, the City may request Best and Final Offers (BAFO) from proposers whose proposals are deemed most advantageous. Contract negotiations will be based on the BAFO submissions.

6.5. The City reserves the right to negotiate all elements that comprise the successful Proposer’s response to ensure that the best possible consideration be afforded to all concerned.

6.6. The City reserves the right to shortlist firms based upon scores/ratings received during the evaluation process.

6.7. The City will notify all proposers in writing of the outcome once an award determination has been made.

7.0 PROPOSAL FORMAT AND ATTACHMENTS

7.1 To facilitate and expedite the evaluation process, Proposers shall submit a complete Proposal that adequately addresses all evaluation factors and includes all required forms, documents, the Technical Response, and pricing information. All required documentation shall

RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 18 of 24 be submitted electronically through Bonfire prior to the solicitation closing date and time specified in the RFP. The Technical Response is a mandatory component of the Proposal and shall address the requirements outlined in Section 7.1.6. Failure to submit the required documentation or comply with the submission requirements may result in the Proposal being deemed non-responsive and disqualified from further consideration, at the City's discretion. The following items shall be submitted in Bonfire as part of the Proposer's Proposal:

7.1.1. Completed and signed RFP-04 Authorized Signature and

Questionnaire

7.1.2. Completed and signed RFP-05- Forms

7.1.3. Completed and signed RFP-06 –Small Business Utilization

Form and Small Business Certificate

7.1.4. RFP-07-Deviations

7.1.5. Completed Bid Table BT-13AS

7.1.6. Technical Response

7.1.6.1 Proposers shall submit a Technical Response in

Bonfire along with all required documents and forms demonstrating their qualifications, experience, service capabilities, resources, and ability to provide Interpretation and Translation Services s in accordance with the Scope of Services. The Technical Response shall include, at a minimum, the following information and supporting documentation:

7.1.6.2 Experience and Capability

7.1.6.2.1 Provide a company overview, including the number of years in business and experience providing interpretation, translation, and related services.

7.1.6.2.2 Describe experience providing similar

services to municipalities, government agencies, courts, public safety organizations, or other comparable entities.

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7.1.6.2.3 Describe the Proposer's staffing

resources and procedures for recruiting, screening, assigning, and maintaining qualified interpreters and translators. Include the ability to provide services to multiple City departments simultaneously, accommodate requests for specific interpreters, and support extended assignments.

7.1.6.2.4 Identify services performed directly

by the Proposer and those provided through subcontractors, if applicable.

7.1.6.2.5 Provide a summary of interpreter and

translator qualifications, professional licenses, certifications, and credentials. Include copies of applicable credentials for proposed key personnel and representative interpreters and translators, including those issued by JBCC, HHSC, BEI, RID, ATA, or other applicable certifying organizations. Identify the languages and services associated with each credential.

7.1.6.2.6 Provide a list of languages offered, including additional languages not identified in the Scope of Services.

Identify the interpretation and translation services available for each language.

7.1.6.2.7 Contractor shall disclose the use of

automated or artificial intelligence-assisted translation tools when such tools are proposed for performance

RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 20 of 24 under the Agreement.

7.1.6.2.8 Submit a vendor implementation plan

- Each proposer should describe how departments will request services, access telephone and video interpretation, obtain support, and resolve technical problems. The selected vendor should provide initial staff training at no additional cost unless separately priced.

7.1.6.2.9 Submit a continuity-of-services plan, describe backup personnel, alternate technology, emergency contacts and procedures for maintaining services during outages, disasters, or staffing shortages.

7.1.6.3 Support/Request Turnaround Times

7.1.6.3.1 Describe the procedures for receiving, processing, scheduling, confirming, and fulfilling interpretation and translation service requests from City departments.

7.1.6.3.2 Provide standard response and

fulfillment times for the following services:

7.1.6.3.2.1 On-demand telephone

interpretation.

7.1.6.3.2.2 Scheduled telephone

interpretation.

7.1.6.3.2.3 On-site interpretation.

7.1.6.3.2.4 Video remote

interpreting (VRI).

7.1.6.3.2.5 Sign language

interpretation.

7.1.6.3.2.6 Communication Access

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Real-Time Translation

(CART).

7.1.6.3.2.7 Written document

translation.

7.1.7.3.2.8 Transcription and

captioning services.

7.1.6.3.3 Describe the procedures for escalating

unresolved service requests or concerns, including expected response and resolution times.

7.1.6.3.4 Identify the methods used to track

service requests, monitor turnaround times, and communicate request status to City departments.

7.1.6.3.5 Explain how the Proposer will meet

the emergency press release translation requirements specified in the Scope of Services, including Spanish translations in less than three

(3) hours and translations in other languages in less than five (5) hours.

7.1.6.3.6 Describe the Proposer's ability to

provide expedited on-site interpretation and written translation services, including procedures for accommodating requests with less than forty-eight (48) hours' notice and meeting the expedited written translation turnaround times established in Section 3.15

7.1.6.4 Technological Capability and Security

7.1.6.4.1 Describe the technology platforms, software applications, and equipment utilized to provide interpretation, translation, transcription, captioning, and related services.

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7.1.6.4.2 Describe the systems available for

City departments to submit, schedule, track, and manage service requests.

7.1.6.4.3 Identify supported electronic

document formats, including Microsoft Word, Excel, PowerPoint, Adobe PDF, and other applicable formats.

7.1.6.4.4 Describe security measures used to

protect confidential, sensitive, and personally identifiable information obtained while providing services to the City.

7.1.6.4.5 Provide an overview of data security

practices, including access controls, secure file transfers, data storage, retention, and confidentiality procedures.

7.1.6.4.6 Identify applicable technology

security certifications, independent security assessments, or documented security policies maintained by the Proposer.

7.1.6.4.7 Describe the Proposer's video remote

interpreting platform and its ability to meet the technical and accessibility requirements specified in Section 3.13, including supported languages and any scheduling or technical limitations.

7.1.6.5 Quality Assurance and Performance Management

7.1.6.5.1 Provide a description of the Proposer's

documented quality assurance procedures for interpretation and translation services.

7.1.6.5.2 Describe procedures utilized to ensure

RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 23 of 24 accuracy, consistency, appropriate terminology, cultural sensitivity, and compliance with the City's translation quality requirements.

7.1.6.5.3 Explain the process for proofreading, editing, reviewing, and correcting translated documents before final delivery.

7.1.6.5.4 Describe procedures for addressing

service complaints, translation errors, interpreter performance concerns, and requests for corrective action.

7.1.6.5.5 Identify performance measures used

to monitor service quality, request turnaround times, accuracy, and customer satisfaction.

7.1.6.6 Implementation and Account Management

7.1.6.6.1 Provide an implementation plan

describing how services will be established and made available to participating City departments following contract execution.

7.1.6.6.2 Identify the proposed primary account

representative, including qualifications, contact information, and responsibilities.

7.1.6.6.3 Provide an anticipated

implementation timeline identifying major activities and expected completion dates.

7.1.6.6.4 Describe the ability to provide service

utilization reports identifying services performed, languages requested, RFP Ref. #: 27-0001 Doc. Ref#: RFP-02 Page 24 of 24 service dates, turnaround times, and departmental usage.

7.1.6.7 Pricing

7.1.6.7.1 Proposers shall complete and

submit the Bid Table in accordance with the pricing requirements outlined.

7.1.6.8 All proposed pricing shall be clearly identified and

shall include all costs necessary to provide the services specified in the Scope of Services.

8.0 SMALL BUSINESS PROGRAM – The City of Fort Worth has established a 30% Small Business (SB) participation goal for this solicitation. This goal reflects the City’s determination that certified Small Business Firms are available to provide the goods and/or services required under this bid.

Accordingly, at least 30% of the total awarded contract value must be subcontracted or spent with a certified Small Business Firm. All provisions and requirements outlined in City Ordinance No. 27832-08-2025 apply to this solicitation. Bidders are required to submit the following documentation with their proposal:

8.1 Small Business Utilization form V1 (RFP-06), detailing how the

Small Business goal will be achieved.

8.2 Current Small Business Certification issued by a certifying entity approved by the City Manager.