Attachment_-_Company_Experience_-_CyraCom.pdf

Attachment ‐ Company Experience

CyraCom has been a current language services vendor of Arizona Department of Administration since

2013, with 94 accounts. We will provide examples of our overall expertise in the government/public sector and the dynamic interpretation needs of our emergency and 9‐1‐1 services platform.

Government and Public Sector Specialization

CyraCom is a leading language services provider (LSP) to the public and government sectors and the largest independently owned LSP operated in the United States. Clients receive the compliance and robust resources of a large LSP partner, tailored to their needs and delivered by a hands‐on, dedicated team.

We support over 1,100 public and government sector clients and all ten of the largest

US cities. Our comprehensive services platform is governed by five ISO quality accreditations, including quality management, community interpretation, written translation, and information security. Clients also value our extensive and highly customizable reporting tools with near‐real‐time access to information.

Our language services have been rigorously vetted and are available through multiple state and federal platforms. These include our Federal Government GSA‐approved program and the National Association of State Procurement Officials (NASPO) GPO program.

CyraCom also meets all service level requirement benchmarks, as described in your RFP. CyraCom has responded to all Arizona Department of Administration's interpretation calls in an average of 13 seconds, year to date. Another indication of our ability to perform in the government sector is that 90% of our clients recommend doing business with us.

CyraCom's Account Managers tend to specialize in specific sectors. Specialization brings familiarity with industry needs and the ability to recognize and quickly resolve problems. Bill Martin is currently assigned to service Arizona Department of Administration. Bill Martin understands the government sector and the Arizona Department of Administration's specific 9‐1‐1 needs. He will continue to be designated as the Account Manager for Arizona Department of Administration should we succeed in continuing our business partnership.

Pricing and Cost Advantages with CyraCom

Unified Pricing for Phone, Spoken Video, and Teleconference – Our pricing is all‐inclusive, straightforward, and transparent. With CyraCom, you receive unified rates for remote spoken interpretation – whether you use an interpreter on the phone, via video, or in a teleconference session.

Arizona Department of Administration gains access to our 24/7/365 Account Management Portal, a dedicated Account Manager and implementation team, customized reporting for each department/agency, and more at no additional charge. Our efficiencies in Average Speed of Answer

(ASA) and Average Handle Time (AHT) help reduce costs, client staffing, and the bottom line.

Key Areas of Value and Differentiation

Trained Employee Interpreters and Large‐Scale Contact Centers – Our over 1,400 native‐speaking employee interpreters are HIPAA compliant and assigned to one of our nine secure contact centers.

They receive training that draws significantly on industry‐specific vocabulary and interpretation dynamics. We monitor our interpreters regularly, helping to guarantee that they follow protocols and maintain continuing education requirements.

Hands‐On, Dedicated Account Manager (AM) – Day‐to‐day client support is provided by a dedicated

AM specializing in the government and public sectors. Our Account Management staff has an average tenure of ten years and is known for delivering fast and actionable assistance. Your AM will conduct routine, no‐cost business reviews and proactively share best practices for improvement. Their knowledge and background prepare them to alleviate problems before they happen or help to rectify them quickly.

Commitment to Quality and Security – Our ISO Information Security Management System accreditation and other physical and technical controls help ensure the highest security and compliance. We help safeguard HIPAA and other privacy regulations for interpretation through extensive background checks, initial and annual compliance training, internal and external audits, and other physical and technical controls.

Superior Capacity / Dedicated Workforce Management Team – CyraCom's historically fast Average

Speed of Answer (ASA) is achieved thanks to our dedicated Workforce Management Team (WFM). Call volumes are monitored hourly, allowing us to scale capacity quickly. Our WFM team and business model have allowed us to increase call capacity by 20% when call surges occur.

Robust Reporting Capabilities – Our free account management and reporting Portal offers highly customizable reports tailored to Arizona Department of Administration's needs. Arizona Department of

Administration can view their call and usage data on a granular level, 24/7/365, which assists in workforce management and forecasting. Arizona Department of Administration's data for any call is available within minutes of the call's end, while ad‐hoc reports such as your requested monthly, quarterly, and annual reporting criteria are available within 24 hours of the request.

No Specialized Software or Hardware Required – CyraCom's interpretation service is easy to use, flexible, and requires no specialized software or hardware. Our web portal is available from any computer, tablet, or cellphone that meets minimum requirements and has internet access. Arizona

Department of Administration can also access our services through an online portal or our Interpreter

App.

Learn more at www.cyracom.com © 2017 CyraCom. All Rights Reserved.

V O I A N C E

A N D

S A R P Y C O N S O L I D A T E D

E M E R G E N C Y

C O M M U N I C A T I O N S C E N T E R A B O U T S A R P Y

C O U N T Y

As the sole Public Safety Answering Point (PSAP) serving all of Sarpy Coun-ty, Nebraska, the Consolidated Emer-gency Communications Center operates 24/7/365 and dispatches for eight public safety agencies, including all fire districts, police departments, and the Sheriffs’ Office.

The Center took 57,878 9 -1-1 calls during 2017, with 93.21% answered within the recommended 10 seconds. Staff consists of full-time dispatchers, dispatch super-visors, a telephone and technology man-ager, a training and quality assurance co-ordinator, communications technologists, public safety information system special-ists, an assistant director, and a director.

Sarpy County itself is Nebraska’s third-larg-est, lying just south of Omaha with a Census-estimated 2016 population of 179,023. About 8.5% of that population speaks a language other than English at home – most commonly Spanish – and the Center uses language services to han-dle their 9-1-1 calls.

“We get a fair amount of Spanish callers, about 1 or 2 callers a day”, said Cindy Lacy, the Center’s Training and Quality Assurance Coordinator.

C A

S E

S

T U

D Y

AN

D

IT

S S

U

BS

ID

IA

RY

C h o o s i n g V o i a n c e : A Fa s t e r , E a s i e r S e r v i c e

The Center switched to Voiance for multilingual support in September 2016 after receiving a demonstration of Voiance’s services.

“For 9 -1-1, it’s very important that a provider has a quick speed of answer,” Lacy explained. “Our previous language services provider added in quite a bit of time for our call takers. We had to type in the code, and then they had to find the interpreter and connect us.”

“Using Voiance is so much easier, so much faster,” she continued. “We don’t have to go through each of the steps - we are able to skip past entering our account number, security code, and the prompt to choose the language.”

In addition to the auto-authentication to bypass unnecessary steps, Voiance also programs incoming calls from PSAPs so they move to the front of Voiance’s call queue. The goal is to help call takers reach an interpreter as quickly as possible.

A S m o o t h T r a n s i t i o n t o V o i a n c e

Switching to Voiance was “seamless.”

“Voiance was able to implement a simple connection process, so our staff could easily reach an interpreter,” recalled Lacy. “Transitioning overall was very simple. I had set aside two weeks to train our entire staff on the service, but it didn’t take two weeks.”

Voiance also communicates with PSAP clients before, during, and after implementation, listening to their concerns and suggestions in order to create the optimal service together.

“Our account manager noted our specific needs and helped to set up the service to reflect that,” Lacy noted. “For example, our County mostly receives Spanish calls instead of other languages, so Voiance programmed our service so that it automatically defaults us to the Spanish queue when we press 1. If we need another language, then we press 0 for more options. It helped us save several seconds that, with our old provider, we would have spent trying to just connect.”

“It’s helpful that Voiance does have other languages,” she added. “We do come up with some unusual languages sometimes, and it’s nice that we can rely on Voiance’s language variety.”

Learn more at www.cyracom.com © 2017 CyraCom. All Rights Reserved.

Customizable Language Direct Default

Express Language Menu. Press 1 for

Spanish, press 0 for all other languages.

9-1-1 OperatorLEP (Limited English Proficiency)

Emergency Caller

Interpreter

Sw i tc h i n g to

Vo i a n c e w a s

“s e a m l e s s .”

AN

D

IT

S S

U

BS

ID

IA

RY

Voiance [Collateral Name Here] v[#] Learn more at www.voiance.com © 20179Copyright. Voiance Language Services, LLC. All Rights Reserved.

Q u i c k e r R e s u l t s w i t h T r a i n e d E m p l o y e e I n t e r p r e t e r s

The Company trains its over-2,500 employee interpreters with an extensive interpreter training course that includes 9-1-1-specific content.

“We noticed after we switched that the interpreters we got with Voiance seemed to have better interpretation accuracy, and they seemed to understand our questions better without us needing to repeat a lot,” Lacy observed. “This has made it quicker for our call takers to get to the source of the problem faster, and get help right to where they need us to be.”

Learn more at www.cyracom.com © 2017 CyraCom. All Rights Reserved.

I n te r p re te r t r a i n i n g p ro gr a m s o f fe r m o re t h a n d o u b l e t h e t r a i n i n g t h a t c o m m o n i n d u s t r y s t a n d a rd s re q u i re .

S a r p y C o u n t y ’ s C o m m u n i t y O u t r e a c h A b o u t 9 - 1 - 1

“We send our people to community meetings and schools to educate people about what to use 9-1-1 for,” Lacy explained.

“We plan to do more outreach to the limited-English proficient community about our services, and I’m excited about the prospect.”

Want to learn more? Contact us at 9-1-1@voiance.com to speak with a language services strategy consultant today.

AN

D

IT

S S

U

BS

ID

IA

RY

mailto:9-1-1@voiance.com