[BPM005633 Attachment 12_Method of Approach (1).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:

- General Manager and Prime Contractor, Margarita Salcido, oversees the coordination of required services. Ms. Salcido's approach is hands-on, and all requests for the scope- of-work proposed herein will be made through her directly. In turn, Ms. Salcido communicates with SouthStar personnel directly to assure the appropriate rendering of language interpretation/translation service needs through SouthStar's vast pool of seasoned language interpreters. SouthStar personnel often quickly become well known among clients for their skills and ethical performance in the Interpretation field. SouthStar maintains continual contact with the local judicial system, social service agencies, numerous courts, and local university and colleges to remain sensitive to their business interpretation/translation needs, as well as to keep abreast of continuing educational opportunities tailored to their respective fields. SouthStar Translation and Interpretation Services is committed to prompt, easily accessible, 24/7 availability to address any requests or concerns. As a standard at SouthStar Translation and Interpretation Services, this commitment will not be compromised.

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 thescheduling 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 thescheduling process for requested interpretation services.

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

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

Requests for Interpreters/Translators are received either by email, telephone or fax. The particular language is confirmed among SouthStar's list of qualified personnel to ensure the availability of coverage for the specific language/need. The pertinent data for the assignment is recorded, (ex: language, date, time, location, client, contact). SouthStar then contacts its interpreter(s) to confirm availability. A formal assignment is made and confirmation is provided to the client via telephone or email (whichever method the client indicates). A formal request form is completed by both SouthStar and the Client. The timeframe for this process is between15 minutes to 24 hours, depending on the time of day the request is made, and depending on the language requested.

SouthStar has the ability to service either by phone or virtually through the plateforms available and requested by our clients.

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 appropriatepersonnel for specific assignments. Explain how you ensure cultural sensitivity when makingassignments.

- SouthStar Translation and Interpretation Services hires per-diem Interpreters that have extensive experience working in the field and are well known for their skills, ethics and responsibility. SouthStar conducts complete background checks including contacting and confirming all resume references. SouthStar also encourages it's interpreters/translators to further their education through participation in workshops, and other opportunities which broaden their skills and terminology. SouthStar may ask clients for terminology glossaries in their field, and provide glossaries to the Interpreter and assistance with any new field for which an Interpreter may be assigned.

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.

- SouthStar Translation and Interpretation Services assures our customers our aim is to render the best quality interpretation possible and encourages its clients to notify SouthStar if there is an issue. SouthStar Translation and Interpretation Services (most often, Margarita Salcido) follows up with its clients by phone or email about its Interpreter’s performance. If there is a concern, SouthStar has a policy of immediate action to remedy any issues/problems which may result, including and not limited to, replacement of an Interpreter image1.jpeg