Attachment_12_Method_of_Approach.docx

Request for Proposal Solicitation No. BPM005633 Foreign Language Interpretation and Translation Services Arizona Department of Administration State Procurement Office 100 N 15th Avenue Phoenix, AZ 85007

Attachment 12 Method of Approach The offeror is cautioned that it is the offeror's sole responsibility to submit information related to the evaluation categories and that the State of Arizona is under no obligation to solicit such information if it is not included with the offeror's proposal. Failure of the offeror to submit such information may cause an adverse impact on the evaluation of the Offeror's proposal. It is strongly discouraged for you to copy the Scope of Work in lieu of providing unique responses below.

OFFER MAY BE DETERMINED AS NON-RESPONSIVE IF ALL QUESTIONS ARE NOT ANSWERED FULLY.

Question 1: Method of Approach

Provide a written narrative response that describes how you will provide the Specific Requirements as listed in the Scope of Work. The language of the narrative should be straightforward and limited to facts, solutions to problems, and plans of proposed action. The response shall at minimum describe and provide a response for each of the following bullet points listed below:

a. How do you plan to provide the service?

b. What are your processes for providing these services?

Offeror Response:

a. We have read and understand the Scope of Work as well as the two Amendments. TSI complies with all applicable laws and requirements. In addition, Topete/Stonefield, Inc. and all of our select pool of seasoned bi-cultural professional translators English-to-Spanish and Spanish-to-English, comply with the American Translators Association Code of Ethics.

TSI’s business structure and proprietary processes allows us to simultaneously provide a variety of services, even during high demand times, ensuring that the translations are completed with the highest degree of accuracy and on time.

b. Our process for providing the services is simple. Liz Topete-Stonefield is the single point of contact. The client sends her the job request. Liz acknowledges receipt and ask questions if needed. We select the right team for the job. The translation is done (see the detailed process below) and we send it back to the client. We invoice the job.

Question 2:

Provision of Services: Provide a narrative description outlining the methods/techniques your organization uses in the provision of services applicable for various types of Interpreting/translating settings. Address the following sections as applicable:

a. On-Site Interpretation: Provide a detailed outline (with timeframes) of the scheduling process for requested interpretation services.

b. Over-the-Phone Interpretation and Video Remote Interpreting: Provide a flowchart and timeline of the call process up to connection with an interpreter. Offeror shall include the average time for each stage.

c. Court/Legal On-Site Interpretation Services: Provide a detailed outline (with timeframes) of the scheduling process for requested interpretation services.

d. Document Translation: Explain the type of computer systems and software (if any) your firm uses in the language translation process, and why it is utilized. If your company does not utilize computer systems and/or software, explain why and the process that is currently in place. Describe the editing, proof reading, and publishing process.

e. Voiceover Translation Services: Explain the type of computer systems and software (if any) your firm uses in the language translation process, and why it is utilized. If your company does not utilize computer systems and/or software, explain why and the process that is currently in place. Describe the editing, proof reading, and publishing process.

Offeror Response:

Please note this response to the RFP is only for: d. Document translations.

TSI has the technology necessary to communicate electronically in the format of choice of our clients. Since we use the Microsoft 365 Business Professional System, we can provide documents translated in Word, Excel, Power Point, Front Page or Publisher. We also work with In-Design and Acrobat software. We have a large internet portal, two phone lines and a dedicated fax number for quick transmission of information.

We also have an extensive library of dictionaries, glossaries and encyclopedias, laser printers, multilingual keyboards, bilingual dictation and reading software, and other equipment necessary to serve our clients efficiently. We choose to translate manually. While this is more labor-intensive, it’s preferable because we find the translation software available at this time is still inaccurate and unreliable.

When translating a document, we follow the style of the writer. We do not make up words or use Spanglish. We research to find the right terms whenever necessary. Some of the styles we have successfully used in the past include:

Translation Process:

At TSI we work in teams to ensure the highest quality translations available. In general, these are the main steps we follow:

Coordination

• Receive job order, assign number, create electronic files, assign to a translator

Translation – Translator # 1

Proofing – Translator # 2

Format Proofing – Assigned Proofer

• Proof design, paragraphs, tabs, indents, titles and subtitles, bold, underlines, caps, italics, etc.

Formatting (when required) – Natalie

• Assign a new name, format, edit-to-size job, spell-check

Edit – Quality Control – Liz

Coordination – Liz

• Deliver the translation electronically

Bookkeeping – Natalie

• Invoice job

Question 3:

Personnel:

a. Explain the methodology used to test and hire Qualified (Non-Certified) and Certified interpreters/translators. Describe any skill assessment your firm performs. Describe how your firm determines proficiency at the time of hiring or subcontracting. Also describe the education and experience requirements for Qualified (Non-Certified) interpreters/translators.

b. Describe your firm’s process for determining appropriate personnel for specific assignments. Explain how you ensure cultural sensitivity when making assignments.

Offeror Response:

a. It is a given that translators should be fluent in both languages, but we also review résumés looking for advanced education, because the higher the education the broader understanding of the languages. We also check references for previous experience and character, plus we perform rigorous testing of those prospective contractors to determine their expertise.

TSI has developed a proprietary test that allows us to determine the level of knowledge of the two languages, research skills, the ability to understand the source language and culture, and the capability to render the material clearly and accurately in writing in the target language, in a culturally sensitive manner. Excellent grammar and spelling in the target language is a must.

b. The advantage of being a small firm specialized in only one language, is that we get to know the capabilities and expertise of our subcontractors. For instance, Manuel’s engineering background makes him ideal to work on engineering and technical translations, while issues related to education might be better served by Gerardo who has been in education most of his career. Miguel is an expert in music, entertainment and biology, while Liz’s background in advertising and public relations comes handy when translating brochures, books, training presentations, etc.

We work in teams, assign the right subcontractor for the main translation step while the final proof and edit is made by Liz, who has the right credentials, experience and expertise for that job.

Question 4:

Problem Resolution: Describe the methodology used for problem resolution. Illustrate how your organization tracks responsiveness and end-user satisfaction in a quantifiable manner to ensure quality customer service.

Offeror Response:

Our internal team communicates constantly with our clients and subcontractors by phone and electronically. If we have questions regarding the job at hand, we will clarify them with the client. Our job assignment process and contracts are clear and concise to avoid any questions or misunderstandings.

In all of our years in business, we have never had a major problem with either a client or a vendor. But, whenever a minor problem has arisen, our position is to satisfy our client or our vendor, even if we lose money in the process. That approach has resulted in loyal, long-term relationships.

If there’s an error in a translation – which we strive to avoid and rarely happen – we fix the problem on our dime and provide an additional discount. This has enabled us to retain clients for decades. We also have an “Errors and Omissions” insurance policy – just in case – which we have never had to use.

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