Cover_Letter_and_Executive_Summary.docx
DOCX document 570 KB Posted
- Solicitation number
- BPM005633
- Issued by
- Arizona
About this file
This is a Cover Letter and Executive Summary submitted by CyraCom International, Inc. in response to a Request for Proposal (RFP) issued by the Arizona Department of Administration's State Procurement Office for Foreign Language Interpretation and Translation Services under Solicitation #BPM005633. The proposal was submitted on October 20, 2023, at 5:00 pm PST and addresses three primary service categories: Phone Interpretation (OPI), Video Remote Interpretation (VRI), and On-Site Interpretation (OSI) services. CyraCom has maintained a partnership with the Arizona Department of Administration since 2013 under its subsidiary Voiance Language Services, LLC, with Bill Martin designated as the dedicated Account Manager for continued service delivery.
CyraCom is the largest independently owned Language Services Provider (LSP) in the United States and serves over 1,100 government entities and emergency services agencies nationwide. The company distinguishes itself through five ISO quality accreditations, over 1,400 native-speaking employee interpreters located in nine secure U.S.-based contact centers, and an Average Speed of Answer of 13 seconds across all languages. Key value propositions include trained employee interpreters with industry-specific vocabulary and emergency response protocols, a dedicated Account Manager with ten-year average tenure, ISO Information Security Management System accreditation ensuring HIPAA compliance, workforce management capabilities that support 20% capacity increases during call surges, and a customizable 24/7/365 reporting portal requiring no specialized software or hardware. Pricing is described as straightforward, transparent, and all-inclusive, with Account Management Portal access, dedicated personnel, and customized reporting provided at no additional charge.
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Text version
Arizona Department of Administration
ATTN: Stephanie Stevens Arizona Department of Administration, State Procurement Office 100 N. 15th Avenue Phoenix, AZ 85007
Cover Letter and Executive Summary
October 20, 2023 5:00 pm PST
CyraCom International, Inc.
2650 E. Elvira Road, Suite 132 | Tucson, AZ 85756 www.cyracom.com
RFP Team
(866) 742-9080 ext. 1700 rfp@cyracom.com
Table of Contents Contents
| Table of Contents | 2 |
| Cover Letter | 3 |
| Executive Summary | 4 |
| Industry Specialization | 4 |
| Pricing and Cost Advantages with CyraCom | 4 |
| Key Areas of Value and Differentiation | 4 |
Cover Letter October 20, 2023
Stephanie Stevens Arizona Department of Administration, State Procurement Office 100 N. 15th Avenue Phoenix, AZ 85007
Re: Foreign Language Interpretation and Translation Services RFP, Solicitation #BPM005633
Dear Ms. Stevens:
CyraCom International, Inc. (CyraCom) welcomes the opportunity to respond to the Arizona Department of Administration's RFP for Foreign Language Interpretation and Translation Services. Our proposal response includes Phone Interpretation (OPI), Video Remote Interpretation (VRI), and On-Site Interpretation (OSI) services.
We have been a partner of Arizona Department of Administration since 2013 under CyraCom's wholly-owned subsidiary name of Voiance Language Services, LLC. This just reflects a name change and does not change the services or personnel currently supporting Arizona Department of Administration. Bill Martin will continue to be your dedicated Account Manager, acting as your language services advocate, advisor, and facilitator.
CyraCom specializes in and provides services to over 1,100 government entities and emergency services/9-1-1 agencies nationwide. We are the leading provider of interpreting services for 9-1-1, PSAPs, and public safety and the largest independently owned LSP operated in the United States.
In 2023, we connected all Arizona Department of Administration calls to CyraCom interpreters in an average of 13 seconds across all languages, demonstrating our commitment to producing fast, priority connection times.
CyraCom is uniquely qualified to be your partner and is committed to continuing our legacy of delivering excellent language services to Arizona Department of Administration. Thank you again for the opportunity to respond to Arizona Department of Administration's Foreign Language Interpretation and Translation Services RFP.
Sincerely, Best Ihegborow Senior Vice President, Contact Center Operations Executive Summary
To aid in your evaluation, we have aligned the most important objectives in your RFP into three sections: CyraCom's credentials, pricing, and key areas of value and differentiation.
Industry 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. CyraCom provides services to hundreds of emergency services and 9-1-1 providers across the country, including Arizona Department of Administration. Our Auto Authentication call process allows clients to connect directly to a 9-1-1 interpreter without providing account numbers and PINs, saving crucial seconds during time-sensitive situations.
Our comprehensive services platform is governed by five ISO quality accreditations, including quality management, community interpretation, written translation, and information security. Many language service providers lack ISO accreditation entirely or fall short of CyraCom's extensive standards.
Pricing and Cost Advantages with CyraCom Our pricing is straightforward, transparent, and all-inclusive. Arizona Department of Administration gains access to our 24/7/365 Account Management Portal, a dedicated Account Manager and implementation team, customized reporting, 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. All OPI and VRI employee interpreters 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. All of Arizona Department of Administration's remote interpretation will remain in the US.
Clients receive fast, priority routing of 9-1-1 calls to our highly-trained employee interpreters. Our employee interpreters receive training that includes how to obtain the emergency address quickly and techniques to remain calm, composed, and professional, in addition to training on domestic violence, home invasion, speaking with children, CPR, and many others.
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 Information Security Management – 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.
www.cyracominternational.com | (800) 713-4950 ext. 1700 2650 E. Elvira Rd., Ste. 132 Tucson, AZ 85756 | Fax (520) 745-9022
Thank You
CyraCom International, Inc.
2650 E. Elvira Road, Suite 132 | Tucson, AZ 85756 www.cyracominternational.com
RFP Team
(866) 742-9080 ext. 1700 rfp@cyracom.com image2.png image1.png image3.png image4.png image7.png image5.png image6.jpeg
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