_Foreign_Language_Interpretation_and_Translation_Services__Attachment_10_Experience_and_Capacity_Response.pdf

Request for Proposal

Solicitation No. BPM005147

Foreign Language Interpretation and Translation Services

Arizona Department of Administration State Procurement Office 100 North 15th Avenue

Phoenix, AZ 85007

Solicitation Attachment – Experience and Capacity Response | Revision No. 1 | Revised 11-22

Attachment 10 – Experience and Capacity Response

THE STATE MAY DETERMINE YOUR PROPOSAL NON-RESPONSIVE IF YOU DO NOT FULLY RESPOND.

The Offeror shall provide a narrative response to each section that demonstrates their understanding of the Scope of Work requirements and describes the company’s overall experience and capacity in providing the Services stated in this Solicitation. If there is a section that is not applicable to the Services required by the Scope of Work, you may mark it “N/A”.

Offeror shall provide a response either after each section or in a separate document entitled: “Attachment - Experience and Capacity Response.” If a separate document is used, please clearly designate each section and double-check to ensure that each question has been answered. If any information provided is considered CONFIDENTIAL by Offeror, the information must be specifically included in the Confidential Information Designation Attachment and related documentation to be assessed for confidential treatment under A.A.C. R2-7- 103.

1.0 Company Profile. The Offeror must include a narrative description of its organization. The narrative must include the following:

1.1 Brief overview of business operations, with an emphasis on experience in regards to the Scope of Work;

1.2 Location in which the Offeror is incorporated;

1.3 Address of “Main Office” (e.g. Corporate Headquarters and any satellite offices responsible for performance of proposed tasks;

1.4 Offeror's organizational chart relevant to the Contract, specifically identifying the key point of contact for all questions related to the submitted Offer;

1.5 Full disclosure of any potential conflict of interest between the Offeror and any State employee who functions or has responsibilities in the review or approval of the undertaking or carrying out of the Contract;

1.6 A Statement of whether, in the last five (5) years, the Offeror has filed (or had filed against it) any bankruptcy or insolvency proceeding, whether voluntary or involuntary, or undergone the appointment of a receiver, trustee, or assignee for the benefit of creditors, and if so, an explanation providing relevant details and current status;

1.7 A Statement of whether there are any pending Securities Exchange Commission investigations involving the Offeror, and if such are pending or in progress, an explanation providing relevant details and an attached opinion of counsel as to whether the pending investigation(s) may impair the Offeror’s performance in a Contract under this Solicitation;

1.8 A Statement documenting all open or pending litigation initiated by Offeror or where Offeror is a defendant or party in any litigation that may have a material impact on Offeror’s ability to deliver the contracted Services;

1.9 A Statement documenting all open or pending litigation initiated by Offeror or where Offeror is a defendant or party in any litigation with a public sector client;

1.10 Full disclosure of any public sector contracts terminated for cause or convenience in the past five (5) years;

1.11 Full disclosure of any criminal or civil offense;

1.12 Offeror shall provide evidence of any Arizona required business license to provide these Services; AND Offeror shall provide copies of any professional or industry certifications that represent the Services detailed in this Solicitation.

Arizona Department of Administration State Procurement Office

Offeror Response:

With over 45 years in the industry, ULG’s scale, and scope of languages supported, is a perfect match to the State of Arizona's interpretation needs. As your partner, we offer the experience to mitigate risk and provide coverage for the State of Arizona. ULG is prepared to provide foreign language telephone interpreting services (Over-the-Phone Interpreting (OPI) and Video Remote Interpreting (VRI)) for all departments. We are a trusted partner for multiple federal, state, and local health-related agencies.

Through our onboarding and discovery process, as well as continuous communication, ULG will understand the State of Arizona's objectives and will be able to fully support your needs and requirements. This will help us build a strong, long-term, successful partnership. ULG will work collaboratively with the State of Arizona to help deliver exceptional services and provide forward-thinking, continuous improvement initiatives that align with organizational objectives. With our professional training process, ULG can quickly ramp up expert resources and effectively support over 200 languages 24/7/365, while ensuring seamless onboarding and managing the interpretation processes to support the variable requirements of the State of Arizona.

ULG offers subject matter expert interpreters, and a team of project and account managers, with unique industry insights that enhance the effectiveness of messaging, regardless of language.

ULG has offices in the following locations:

• Minneapolis, USA (Global HQ)

• Galway, Ireland (EU HQ)

• London, UK (Sales & Operations Center)

• Barcelona, Spain (Computational Linguistics Center)

• Waibstadt, Germany (Localization Technology and Software Development Center)

• Portland, USA (Learning & Development Operations HQ)

• San Antonio, USA (Interpretation Operations HQ)

• Hong Kong, China (Sales and Asia Operations Hub)

• Mumbai, India (APAC Operations Center)

• Other – Home office locations in multiple European countries and US locations.

We have global support teams and linguists worldwide.

Dedicated State of Arizona Account Team ULG has a team dedicated to fully support the State of Arizona. The Account Manager will be your dedicated single point of contact to facilitate and engage the internal ULG team to deliver a superior service. They will be supported by the Customer Success Team, Quality Assurance, Compliance Teams, and an Executive Sponsor, which will be aligned to your requirements.

In addition to the identified Account team, there are many more individuals who will be working behind the scenes to ensure the flawless delivery of interpretation solutions to the State of Arizona. This "all-hands-on-deck" approach has enabled ULG to deliver consistent, timely, and high-quality services for several decades.

Arizona Department of Administration State Procurement Office

ULG’s dedicated team will provide the State of Arizona with 24/7/365 support throughout the contract.

ULG has a multi-layered corporate vision which simultaneously focuses on creating long-term partnerships with our clients while responding to the future trends in the global markets. Our clients benefit greatly from this core partnership vision which allows us to provide scalable and quality language solutions while maintaining the flexibility to adapt to future challenges and global initiatives. This vision has allowed us to have strong growth in the past and continued double-digit growth for the future. Additionally, ULG continuously assesses our industry trends as well as global language and regulatory requirements to ensure we are proactively introducing services and enhancements to our clients to meet their goals and expectations in any global region.

Arizona Department of Administration State Procurement Office

Our quality standards, and robust technology differentiate us from our competitors. We are recognized for our commitment to quality, excellence in project management, and pioneering approach. Our solutions are designed to leverage technology to reduce investment, eliminate redundant processes, and accelerate multilingual success across globally visible business initiatives.

ULG confirms there is no potential conflict of interest between the ULG and any State employee who functions or has responsibilities in the review or approval of the undertaking or carrying out of the Contract.

In the last five (5) years, ULG has not filed (or had filed against it) any bankruptcy or insolvency proceeding, whether voluntary or involuntary, or undergone the appointment of a receiver, trustee, or assignee for the benefit of creditors

ULG confirms there are no pending Securities Exchange Commission investigations involving the ULG

ULG confirms there is no pending litigation initiated by ULG or where ULG is a defendant or party in any litigation that may have a material impact on ULG’s ability to deliver the contracted Services;

ULG confirms there is no pending litigation initiated by ULG or where ULG is a defendant or party in any litigation with a public sector client;

ULG confirms there is no criminal or civil offense;

ULG confirms Arizona business license is not applicable for this opportunity.

Arizona Department of Administration State Procurement Office

2.0 Company Experience

2.1 What market(s) are your current clients primarily in?

2.2 What experience do you have serving clients in business markets within the State of Arizona?

2.3 What is the range in size of your current clients?

2.4 Provide two (2) examples that exhibit your experience with Materials or Services for clients relevant to the Scope of Work? Provide supporting documentation as a separate attachment and title the document: “Attachment - Company Experience”.

2.5 In the last five (5) years, did any of your clients cancel their contracts with your company? If “yes”, why? Please provide as much detail as possible.

2.6 With what relevant trade and/or professional associations are you involved? How does this participation give you an advantage over your competition?

Offeror Response:

ULG has specialized experience in the following industries:

• Life Sciences

• Legal

• Financial

• Manufacturing

• IT

• Healthcare

• Government

• Insurance

• Consumer Product

ULG has a broad portfolio of nearly 3,000 active clients. This client base varies widely in size and scale, from Fortune 10, multi-billion-dollar corporations, to mid-size organizations. ULG is committed to providing customized solutions and elite service to every client no matter the size.

Differentiators United Language Group's solution includes unique differentiator examples that continually advance with our partner’s requirements. ULG will constantly look for ways to use intelligent innovation to reduce the total cost of interpretation solutions so that you can invest those savings in better and broader service to underserviced communities.

• The Unique ‘ULG Flex’ program allows us to retain long-term skilled language interpreters and meet significant fluctuation of demand across all the State of Arizona required lines of support such as phone and video interpreters.

• A unique ‘ULG Engage’ program, based on our 15 years of experience meeting large client needs, which delivers the rapid resource certification and onboarding required for the State of Arizona scaling.

• The ‘Operator Assist’ program currently supports 100% of calls (a fail-safe option for IVR automated call flow) with an operator option, backed by our operator training certification. Our experience indicates that this is both a strongly preferred option for the aging LEP community and that it improves outcomes in terms of correct call routing and overall community satisfaction with calls.

• A proven technology platform that has consistently delivered both the security and scale demanded by the State of Arizona for OPI, VRI and Call Center needs.

• Customization of data reporting allows our partners to report in ways to be as efficient and accurate as possible. This includes tracking and monitoring down to the unique individual user level, plus customizable call flows and routing capabilities per access code. In a recent example our reporting alignment saved over 200 hours a year on billing reconciliation for UHC. In another example, instituting a direct connect dialing solution decreased total call handling cost and time by over 20%.

Arizona Department of Administration State Procurement Office

3.0 Offered Languages

Offeror shall submit a summary list of languages offered, under Attachment 14, and the number of interpreters/translators available to offer each language. Attach additional pages if necessary.

Offeror Response:

Please see attached list of languages.

4.0 Certificates/Licenses

Submit copies of all applicable certificates and licenses that support Offeror’s ability to provide the proposed Materials or Services. At a minimum, this shall include all certifications and licenses referenced in the Solicitation Attachment - Organization Profile.

Offeror Response:

ULG is currently FISMA certified (please see attached certification). ULG is also compliant with other key regulations such as HIPAA, GDPR, CMS etc.

5.0 Financial/Accounting Information

Offeror must provide evidence of financial stability and capability to fund all costs associated with providing the relevant Materials or Services throughout the term of the Contract. The latest two (2) years audited annual financial statements including total revenue, net income, and total assets must be submitted with the Offeror’s proposal. If audited financial data is unavailable, explain in full, the reason and provide the latest non-audited financial information including but not limited to balance sheet, income statement, as well as statements of cash flows, and change in financial position. Include information to attest to the accuracy of the information provided.

Offeror shall provide information regarding any irregularities that were discovered in any accounts maintained by the Offeror on behalf of others. Describe the circumstances and disposition of the irregularities.

Offeror Response:

ULG is a privately held corporation, due to this privacy we are not able to share financial details with clients without an NDA in place.