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Amendment #2 Questions and Answers

Invitation for Bid RFx# 3160007466

LANGUAGE INTERPRETATION & TRANSLATION SERVICES

Please acknowledge receipt of Amendment #2.

Failure to submit this acknowledgement may result in rejection of the response.

Name of Company

Authorized Official’s Typed Name/Title

Signature of Authorized Official Date (No stamped signature)

Should an amendment to the IFB be issued, it will be posted on the MDHS website (www.mdhs.ms.gov) in a manner that all bidders will be able to view. Further, bidders must acknowledge receipt of any amendment to the solicitation by signing and returning the amendment with the response, by identifying the amendment number and date in the space provided for this purpose on this form, or by letter. The acknowledgment must be received by MDHS by the time and at the place specified for receipt of responses. It is the bidder’s sole responsibility to monitor the website for amendments to the IFB.

No. Question/Request for Clarification

1. Could you kindly confirm if the RFP can be submitted via email?

No, bids must be submitted via hand-delivered or mail. Just a reminder, this in an Invitation for Bid (IFB) not an RFP and Price is the determining factor.

2. Is there a preferred or incumbent vendor currently providing these services?

The previous contract expired, February 2025. Various vendors are providing services on an as needed basis currently.

3. Will MDHS accept vendors headquartered outside of Mississippi, if on-site services are guaranteed?

Yes. They will still have to be registered with the MS Secretary of State in good standing.

4. Are subcontractors allowed to meet the on-site interpretation requirement?

Yes, however, it is the bidder’s responsibility to ensure the subcontractor provide the requested services as defined in the RFP.

5. Will vendors be disqualified if their pricing exceeds 25% of the lowest bidder, even if fully compliant?

No, MDHS will award the vendor providing the lowest cost and who can provide all requested services.

6. Is there a required turnaround time for emergency/after-hours interpretation services?

There is not a set time but the ability to provide it.

7. Will ASL VRI providers need to be located within Mississippi?

No. Vendor will need to ensure providers are ready and available when requested for in-person services.

8. Can more than 3 references be submitted to increase scoring chance?

No. The contract award is based strictly on the bidder providing the lowest pricing and who can provide all requested services.

9. What is the forecasted budget / contract spend for this contract?

MDHS has not set a budget for this service. MDHS will consider all submitted amounts that are reasonably aligned with the service.

10. Is there a list of languages and the service amounts (VRI, Translation words total, etc.) that were utilized on the previous contract?

Languages used were Spanish, English, Vietnamese, Ukrainian, Mandarin and others.

11. I see that the scope of services includes document translation, as well as virtual and in-person interpretation. Could you please confirm if vendors are allowed to submit a proposal for only a portion of the services (e.g., document translation only)? If so, would applying for partial services have any impact on the evaluation process?

No.

12. Are bidders required to bid on all services?

Yes.

13. What is the language mix of your current usage by percentage (e.g., Spanish - 70%, Mandarin - 5%, etc.)?

Spanish – estimated 95% English – estimated 2% Vietnamese – estimated 1% Ukrainian – estimated 1% Mandarin – estimated 1%

14. What is the anticipated and/or historical volume per month for phone interpretation and video interpretation?

Phone interpretation is approximately between 5,000-6,000 minutes per month. Video Interpretation is as needed and can vary.

15. What is the anticipated contract value and current contract end date?

MDHS does not have an anticipated contract value set at the time. MDHS does not currently have a contract for services.

16. How much did your organization spend on interpretation and on translation services in 2024?

Approximately $27,000

17. Who is/are the incumbent vendor(s)? Can you share the rates you are currently being charged?

MDHS does not currently have a vendor on contract providing services.

18. What is your method of scheduling on-site services?

Division staff members within MDHS will contact the awarded vendor via phone and or email to schedule services.

19. Can MDHS provide approximate annual volumes for the past 1–2 years (e.g., total phone interpretation minutes, total translated words), broken down by language and service type?

We can provide a single month for call volume, September 2024 was approximately 6,000 minutes. 97% was Spanish, 2% Vietnamese, <1% Arabic, <1% Gujarati.

Translated documents are not as common, these are usually brochures or our documents on an as needed basis.

20. Which MDHS divisions and counties most frequently require these services, and what is the approximate distribution of demand?

Economic Assistance is about 74% of all calls Child Support Enforcement is about 22% Division of Youth Services is about 4% All others are <1%

21. Is there a current vendor providing these services?

22. Could you clarify the term “Phone Interpretation (on-site)”—is this remote phone interpretation versus an interpreter physically present using a phone?

The pricing table lists “Written Translation (on-site).” What scenario does this refer to?

23. Will bidders need to submit proof of interpreter/translator certifications with the bid, or will this be verified post-award?

Bidders should submit certifications with their submitted bid.

24. Does MDHS intend to make a single award or multiple awards under this IFB?

MDHS is seeking to make a single award.

25. For French Patois, is there a particular derivative of the French language that you commonly encounter or are you looking for Jamaican Patois?

We are looking for standard French, “Metropolitan French” or the version commonly taught and used in formal settings, not a regional patois or Jamaican patois.

26. Valid and reliable language proficiency assessments and/or certification do not exist in all languages, for languages where valid and reliable assessments have not been developed, will alternative means of proving language proficiency be considered?

27. Will onsite requests be limited to ASL and Tactile ASL interpreting as well as CART? Will any foreign languages be required onsite?

Yes, it will be limited to Tactile ASL, and CART. No other foreign languages will be required onsite.

28. Will providers that can only provide one service be considered? Or do providers have to provide all services?

MDHS is seeking a make a single award.to a vendor who can provide all requested services.

29. We understand and acknowledge your criteria for qualified translators. Just to confirm, we don’t need to submit resumes or proof of translation proficiency, correct?

We require proof of translation efficiency and proficiency and the same should be produced upon request.

30. Could you please clarify what is meant by ‘written translation (on-site)’?

On-site translations are not required. “Written translation” refers to the translation of MDHS forms, documents, and any materials submitted by clients in a language other than English. Translations services are handled remotely.

31. Would it be acceptable for us to provide translation rates in a different format, rather than grouping all LOTS into one category as currently outlined?”

In order for us to compare vendors bids to each other, they must be in the format listed. If there is an issue, you can note it but not providing a price may cause the bid to be rejected.

32. Is there an incumbent currently providing these services? If so, can you share the rates?

MDHS does not currently have a vendor on contract providing services. Various vendors are providing services on an as needed basis currently.

33. Based on historical data from past years and projections for 2025: What is the approximate volume of work needed per language per service (Translation, Over the Phone Interpretation, Video Remote interpretation, Onsite Interpretation)? If the data per language is not available, please provide any volume breakdowns you have.

Report from January 1, 2024 to January 30, 2025 – OPI

- On-site interpretation is not required.

- ASL,VRI – 4 calls, 240 minutes.

34. What challenges have you faced with similar scope of work from vendors you worked with?

MDHS has not experienced challenges with previously used contracted vendors.

35. What is the approximate number of calls per language for the last year for each of the required languages?

Report from Jan. 2024 – Jan.2025-OPI

- On-site interpretation is not required.

- ASL, VRI – 4 calls, 240 minutes.

36. What is the average length of an interpreting service requested?

The average length of interpreting services requested through OPI typically ranges from 15 minutes to an hour per call.

37. Does the Client provide equipment for on-site simultaneous interpretation (if simultaneous is needed)?

Simultaneous interpretation is not required.

38. What percentage of your interpreting assignments are rush request, with less than 2 full business days’ notice?

MDHS interpretation services do not operate on a 2-day notice basis. Interpreters are required to be available immediately during business hours and after hours whenever needed or requested by the agency.

39. What file types, content type, etc. will be submitted for translation?

Word Documents (DOC), Portable Document Format (PDF), PowerPoint presentation (PPT) Desktop Publishing (DTP).

40. Is there a budget allocated to this contract? If yes, how much?

MDHS has not set a budget for this service.

41. What is the typical word count/page count for a written translation request?

The agency does not have that information available. However, written translation request typically involves agency documents, forms, brochures, posters, and materials submitted by clients in a language other than English.

42. What is the typical file format provided for translation (Word, Excel, InDD, PDF)?

Word Documents (DOC), Portable Document Format (PDF), PowerPoint presentation (PPT) Desktop Publishing (DTP).

43. What is the percentage of requests that require onsite translation?

The agency does not require or provide onsite translation services. All translation requests are handled electronically and remotely.

44. Can you clarify whether onsite translation refers to interpreters and not onsite written translation needs?

To clarify, the agency does not require interpreters to be physically on-site, nor does the agency have a need for written translation to be delivered on-site.

45. What is the number of minutes by language by month for over the phone services?

Report from January 1, 2024 to January 30, 2025-OPI

46. How much do you spend on document translation in a year?

The agency does not have that information available. However, written translation request typically involves agency documents,

47. How many words do you translate in a month?

The agency does not have that information available. However, written translation request typically involves agency documents, forms, brochures, posters, and materials submitted by clients in a language other than English

48. What is the turnaround time for document translation?

Document Size Translation Turnaround (Business Days) 0 to 1,000 Words 2 days

1,001 to 2,500 Words 5 days 2,501 to 7,500 Words 7 days

More than 7,500 Words 7 days plus 1 additional day per each additional 500 words.

49. Will the contract be awarded to single or multiple vendors?

MDHS is seeking to award to a single vendor.

50. Who is the incumbent vendor(s)?

51. What are the rates of incumbent vendor(s)?

Various vendors are providing services on an as needed basis currently.

52. When is the anticipated contract award date?

The anticipated contract award date is November 5, 2025.

53. What is the anticipated budget?

54. Will vendors be allowed to submit proposals for specific services only (i.e., selective bidding), or is it required to bid on the full scope of services?

Vendors who submit a bid for the full scope of services will only be considered.

55. Contract Renewal Term The IFB states three (3) one-year renewals (total of 5 years), while Attachment H references four (4) one-year renewals (total of 6 years).

Request: Please confirm in writing the exact maximum contract term and renewal period that will apply to this award.

The anticipated contract term resulting from this procurement will be a period of two (2) years with three (3) one - year optional renewal clauses. Please see Amendment One correcting clause #30 of the IFB.

56. Onsite Interpreters vs. Translators Section 2.2 mentions “onsite translators.” Since translation refers to written work, and interpretation refers to oral/ASL, this seems inconsistent.

Request: Please clarify if this requirement is for onsite interpreters. If so, provide historical or projected data on the average number of onsite assignments requested per month/year and under what conditions MDHS has used onsite services in the past.

No, the agency doesn’t require or use onsite translators. The agency prefers the use of Over-the-Phone Interpretation (OPI) for spoken languages and utilizes Video Remote Interpretation (VRI) specifically for clients who use American Sign Language

(ASL).

57. Emergency Translation Services The IFB requires written translation services available during emergency situations outside of normal business hours.

Request: Please provide historical data for the past two (2) years on the number of emergency translation requests received, the average turnaround time required, and the languages most often requested under emergency conditions.

The agency does not require written translations services during emergency situations or after normal hours. However, the agency does require OPI to be available during those times, when needed or requested.

58. Service Volume To properly price and staff, vendors require scale of use.

Request: Please provide historical usage reports for the past two (2) years broken down by:

• Total OPI minutes by language

• Total VRI sessions by language

• Number of ASL requests (onsite and remote separately)

• Number of onsite interpretation requests by language

• Number of document translation requests by language

- Total OPI minutes by language from January 1, 2024 to January 30, 2025

- VRI Calls from January 1, 2024 to January 30, 2025 - ASL clients ASL – 4 calls, 240 minutes total.

- Onsite interpretation is not required.

- Document translation information is not available. However, written translation request typically involves agency documents, forms, brochures, posters, and materials submitted by clients in a language other than English.

59. The IFB lists multiple languages but does not indicate relative demand.

Request: Please provide the top 10 most requested languages by volume over the past two (2) years, along with usage figures, so vendors can align resources with actual demand.

60. Pricing Benchmark / 25% Rule Section 3.9 states bids more than 25% above other bidders may be deemed non-responsive.

Request: Please provide the current or most recent contracted rates for OPI (per-minute), VRI (per-minute), onsite interpretation (per-hour), and written translation (per-word) so that vendors can ensure proposed pricing complies with this requirement.

61. Are bidders allowed to bid on only a portion of the services requested?

62. Will this be a single vendor award?

63. Who is the incumbent for

• Telephonic Interpretation

• Written Translations

• Hearing Impaired Services

64. Can you please share your rates for all interpretation and translation services?

MDHS does not currently have a vendor on contract providing services. Various vendors are providing services on an as needed

65. What is your current monthly volume for telephonic interpretation services?

Report form January 1, 2024 to January 30, 2025 – OPI

66. What is your current monthly volume for written translation services?

The agency does not have that information available. However, written translation request typically involves agency documents,

67. Are hearing impaired interpretation services scheduled? How many requests are made monthly?

Yes, hearing impaired interpretation services are scheduled.

Total ASL calls from January 1, 2024, to January 30, 2025 - 4 calls, 240 minutes total.

68. Under the pricing structure, can you please explain what is meant by written translations onsite? Phone interpretation (on-site)

Written translation onsite is not required. The agency prefers the use of Over-the-Phone Interpretation (OPI) for spoken languages and utilizes Video Remote Interpretation (VRI) specifically for clients who use American Sign Language (ASL).

69. Under the pricing structure, is in person (on-site) referring to ASL services?

Onsite interpretation is not required. The agency’s prefer method is Video Remote Interpreting (VRI) for American Sign Language (ASL) clients.

70. Is there a pre-determined budget for this contract?

71. How many vendors will be awarded? If multiple vendors will be awarded, how will the work be distributed?

MDHS will award one vendor who can provide all requested services.

72. Is there an incumbent for these services? If so, can you share who it is and what their rates are?

MDHS does not currently have a vendor on contract providing services. Various vendors are providing services on an as needed

73. Are these items the only items, we need to submit?

74. Would you consider an electric form of submission, instead of mailing in a hard copy?

No, proposals must be submitted via hand-delivered or mail.

75. Can we only bid on the virtual services? Or must we bid on all services?

Vendors must bid on all requested services.

76. For the phone interpretation, will it be on demand or will they be pre-scheduled?

MDHS requires phone interpretation services to be available on demand during business hours and, when requested, during after-hours or emergency situations.

77. What is meant by the line item on the pricing structure "phone interpretation on site?

Onsite interpretation is not required. The agency prefers the use of Over-the-Phone Interpretation (OPI) for spoken languages and utilizes Video Remote Interpretation (VRI) specifically for clients who use American Sign Language (ASL).

78. Why are there three lines for in person interpreting? More specifically, the last row "In person interpretation (on-site)?

In the event it is needed.

79. Will you accept a 1 hour minimum for the phone interpretation and two hour for on-site interpreting?

80. Will you accept out of state vendors?

Yes, however, it is the bidder’s responsibility to ensure all requested services are provided as defined in the RFP.

81. Are out of state vendors allowed to submit a bid? If so, what are the requirements?

Yes, however, it is the bidder’s responsibility to ensure all requested services are provided as defined in the RFP.

82. Could you help us understand what specific certifications or qualifications, since certification is not available for most languages, you're looking for in a “certified linguist”.

The agency understands that formal certifications may not be available for all languages. However, the agency does require interpreters and translators to have relevant qualifications, such as demonstrated language proficiency, prior experience providing interpretation or translation services, and a clear understanding of professional standards and confidentiality. Certifications or training should be provided when available.

83. Are you currently working with a language services provider(s), and if so, would you be comfortable sharing the name(s)?

MDHS does not currently have a vendor on contract providing services. Various vendors are providing services on an as needed

84. To ensure we provide you with the most competitive and value-driven proposal, would it be possible to get a sense of your current and anticipated volumes for the languages included in this proposal.

- Onsite interpretation is not required.

- Document translation information is not available. However, written translation request typically involves agency documents,

85. Is this a multi or single award bid?

Single award.

86. To better tailor our services to your needs, can you provide historical utilization metrics for each service category over the preceding 12-24 months?

- Onsite interpretation is not required.

- Document translation information is not available. However, written translation request typically involves agency documents,

87. Can you provide historical information by language?

Report from January 1, 2024 to January 30, 2025 - OPI

88. Can you provide historical information on scheduled, after-hours, and emergency requests?

Report from January 1, 2024 to January 30,2025-OPI

After hours and emergency requests information is not available.

89. We're committed to addressing your specific needs – are there any current challenges or pain points with your existing language services that you're hoping to solve with this RFP?

MDHS does not have current vendor. Various vendors are being used on an as needed basis. MDHS has not experienced challenges with previously used contracted vendors. Just a reminder, this in an Invitation for Bid (IFB) not an RFP and price is the determining factor.

90. Please provide incumbent(s) and incumbent(s)’s rates.

MDHS does not currently have a vendor on contract providing services. Various vendors are providing services on an as needed

91. Please provide historical volumes per service category (phone interpretation, written translation, in-person interpretation).

Phone interpretation is approximately between 5,000-6,000 minutes per month. Video Interpretation and written translation are as needed services and can vary.

92. Please provide breakdown by language for each category (phone interpretation, written translation, in-person interpretation). Re breakdown by language, please separate, at the very minimum, Spanish and All Other. For in-person interpretation, please separate spoken languages and hearing impaired. For hearing impaired, please break down into on-site ASL, VRI ASL, on-site CART, remote CART, on-site interpretation with tactile signing, oral transliteration.

Report from January 1, 2024 to January 30, 2025 - OPI

- Written translation information is not available.

- In-person interpretation is not required. The agency prefers the use of Over-the-Phone Interpretation (OPI) for spoken languages and utilizes Video Remote Interpretation (VRI) specifically for clients who use American Sign Language

(ASL).

- ASL report from January 1, 2024 to January 30, 2025 ASL - 4 calls, 240 minutes.

93. Is ASL to be provided on-site or remotely? Are vendors allowed to provide ASL remotely only?

ASL interpretation will be remotely only.

94. Is CART to be provided on-site or remotely? Are vendors allowed to provide CART remotely only?

Both onsite and remote CART are expected to be available, as required by the agency.

95. Please expand on oral transliteration services. Are such services to be provided onsite or remotely?

Remotely.

96. Please specify sign languages that MDHS requires. The IFB (2.2. Scope of Services. Hearing Impaired) refers to: The Contractor must accommodate applicants and participants from diverse cultural backgrounds whose sign language may reflect cultural variations, particularly among Hispanic and Asian populations.

American Sign Language

97. Are vendors allowed to submit their own detailed price schedules in lieu of the table in Attachment B?

Bidders must submit pricing as detailed. They can provide additional pricing outside this but not submitting pricing for a requested services can be deemed as a non-responsive bid.

98. If vendors are to submit their pricing only in the table of Attachment B, would you please explain what is meant by:

a) Phone Interpretation (on-site).

b) Written Translation (on-site).

c) In Person Translation (on-site) since both In Person Interpretation (Spanish) and In Person Interpretation (all other languages) are also listed.

MDHS does not plan on using these services on a regular basis but would like to include them in the pricing should the need arise. See section 2.2 Qualified Translators, paragraph 2.

99. In Written Translation, is it translation into a foreign language or both, into and from?

Both.

100. For Written Translation, do you require desktop publishing, or DTP? If Yes, where are vendors to list pricing for DTP?

Desktop publishing.

101. For In Person Translation, do you require simultaneous or consecutive? The industry standard is to price them separately.

In person translation is not required.

102. Where are vendors to list rates for hearing impaired services? Or are such services to be quoted on a case-by-case basis?

They must submit detailed pricing on attachment B and if not listed can add. If pricing is not submitted, it can be deemed non-responsive.

103. Is VRI ASL pre-scheduled or on demand? The industry standard is to charge for pre-scheduled by the hour and on-demand by the minute.

Pre-scheduled by the hour.

104. Where are vendors to list VRI rates for ASL?

They must submit detailed pricing on attachment B and if not listed can add. If pricing is not submitted, it can be deemed non-

105. Where are vendors to list CART rates?

They must submit detailed pricing on attachment B and if not listed can add. If pricing is not submitted, it can be deemed non-

106. Where are vendors to list oral transliteration rates?

They must submit detailed pricing on attachment B and if not listed can add. If pricing is not submitted, it can be deemed non-

107. Where are vendors to list their minimums, cancellation policies, after-hour charges and rush fees?

They must submit detailed pricing on attachment B and if not listed can add. If pricing is not submitted, it can be deemed non-

108. MDHS listed in Hearing Impaired category (Section 2, 2.2 Scope of Services) that services scheduled or extending beyond regular business hours shall be provided at standard business hour rates. The industry practice is to differentiate pricing between regular business hours and after hours. After hours may include evenings, weekends, and holidays. Would MDHS allow vendors to provide separate after-hours pricing for Hearing Impaired category? The industry standard is to charge extra for services provided outside of regular business hours (the only exception is on-demand VRI ASL) as a % on top of rates for regular, or standard, business hour rates.

They can as long as they provide pricing in attachment B

109. Are vendors allowed to provide optional materials such as vendor’s background, translation workflow, tools used in translation, requirements to translators, etc.?

They can but pricing is the determining factor.

110. Are vendors allowed to register in MAGIC upon award only?

111. Are vendors required to provide proofs of proficiency for Qualified Interpreters and Qualified Translators? We are a language service provider with a database of in excess of 20,000 linguists. If we are required to provide such documents, please specify for which languages. Certification is not available in all languages listed in Scope of Services.

Yes, we would require proof of translation efficiency and proficiency and the same should be produced upon request, particularly for Spanish, Vietnamese and American Sign Language, at a minimum.

112. Are vendors allowed to submit crime insurance instead of fidelity bond insurance?

113. Are vendors allowed to provide insurance underwritten by reputable insurance companies but that may not be licensed or hold a Certificate of Authority from the MS Department of Insurance? Our insurance covers all of our operations, including in MS.

No. Per clause# 12 of the IFB… Insurance carriers shall be licensed or hold a Certificate of Authority from the Mississippi Department of Insurance.

114. Are bids to be provided in binders?

Bids submitted are not required to be in bidders.

115. Is only an original bid package required with no physical copies?

Please see Section 1.1 of the IFB.

116. If additional information from vendors is allowed, can we then make reference to it while addressing items in Attachment A such as Describe any specific services which your company offers along with any specialized experience, certification, and/or education of your current staff?

They can but price is the only determining factor.

117. As per 3.3 Bid Evaluation: This IFB sets forth the evaluation criteria to be used. No criteria will be used in an evaluation that is not set forth in this IFB. Would you please list the evaluation criteria with a score assigned to each one.

Price is the only determining factor.

118. As per 3.15 Award: The Contract will be awarded by written notice to the lowest responsible bidder. Please elaborate how the lowest possible bidder will be calculated based on prices provided in Bid Form (Attachment B). Which weights will be assigned to each service category listed in Bid Form (Attachment B)?

Lowest price

119. As per 3.15 Award, will MDHS use a formula to compare one bid to another in terms of price? If yes, would MDHS provide the formula?

Section 3.15 of the IFB does not mention the use of a formula comparing bids. Price is the only determining factor.

120. Please explain why IFB No. 3160007073 (Language Interpretation & Translation Services) was cancelled.

An issue arose during negotiations.