OPI_VRI_Language_Services_.docx

REQUEST FOR PROPOSALS:

Over-the-Phone & Video-Remote Interpretation Language Services

Office of Language and Communications Access Jeniffer Vivar Wong

EV00017920

IMPORTANT DATES:

Pre-Proposal Q&A Conference Call Location | Zoom/Teams link 10/15/2026 at 10:00 AM EST Boston Time https://www.zoomgov.com/j/1655651629

See the full RFP schedule in Section 2.1

CONTACT INFORMATION:

Ivie Creech-Gray | Ivie.Creechgray@boston.gov All questions should be emailed with the RFP number (EV00017920) in the subject line.

You can access this RFP and related documents on the City of Boston Supplier Portal via boston.gov/procurement.

PROJECT SUMMARY:

The City of Boston’s Office of Language and Communications Access (“OLCA”) is seeking a qualified vendor to provide Over-the-Phone and Video-Remote-Interpretation services to ensure equitable access to city programming, services, information, and more.

There are 5 additional things you’ll need to complete before publishing this RFP:

· Delegation of CPO Authority (Budget & CFO’s Office)

· Equitable Procurement Form (Supplier Diversity)

· Create Bid Event in BAIS Financials (your A&F staff)

· Submit Advertisement - sample ad template (via email to City.Record@boston.gov and online to State Goods & Services Bulletin with UNSPSC code)

· Coordinate with your attorney for legal review

INSTRUCTIONS FOR VENDORS

WHAT IS A REQUEST FOR PROPOSALS (RFP) AND HOW DOES IT WORK?

What: An RFP is a document that explains what services the City of Boston needs and is looking to purchase from vendors (you!).

Why: The RFP explains what a vendor needs to do to compete for this opportunity, how they will be evaluated, and how the contract will be managed.

How:

· Read through the RFP carefully and decide if you want to compete for the contract.

· Register as a vendor on the Supplier Portal (if you haven’t already); you can access the Supplier Portal via boston.gov/procurement, and get assistance by emailing Vendor.Questions@boston.gov or joining their office hours.

· Put together your Technical Proposal and Price Proposal and be sure to keep them separate. Failure to do so will disqualify your proposal.

· If you have questions, attend the information session on 10/15/2026 at 10:00 AM EST or email questions to Ivie.Creechgray@boston.gov by 10/23/2026.

· Submit your final Technical and Price Proposals separately, as well as any other necessary forms. Do not include any price information in your Technical Proposal or presentation, or the City will reject your entire proposal. Read the instructions carefully on how to submit each of these proposals. Be sure to leave plenty of time for submission.

RFP Structure:

Read Sections I and II

Respond to Sections III and IV

Follow the directions in Section V

TABLE OF CONTENTS:

IV. YOUR PRICE PROPOSAL

I. INTRODUCTION AND PURCHASE DESCRIPTION

Read sections I and II

IMPORTANT INFORMATION:

· By submitting a proposal, each proposer accepts the RFP specifications, Boston’s RFP terms, and Boston’s standard contract terms and conditions (as set forth in the Appendix below).

· Once awarded, the contract will be governed by the terms and conditions listed in forms CM-10 and CM-11, which shall be incorporated by reference into this RFP. Please see Appendix 2 for a full list of the forms that the selected vendor will be required to sign and submit during the contracting process if awarded this contract. Please review these before submitting your proposal. Failure to agree to the City of Boston’s standard contract terms and conditions will result in your Proposal being deemed non-responsive to the solicitation and therefore rejected.

1.1 BACKGROUND

The LCA program was created in 2016 by a City Ordinance signed by Mayor Martin Walsh. The program was codified into an office in 2021 and established as the Office of Language and Communications Access (OLCA). The mission of this office is to ensure all City of Boston programs, services, and information are meaningfully accessible to all Bostonians, regardless of language capacity or communications-related disability.

To provide meaningful access to individual constituents, City Departments leverage the services of professional third-party vendors or pre-approved language volunteers. The specific accommodation services within the scope of language and communications access extend to interpretation and translation services and audio & video accessibility.

With this Request for Proposals (RFP), we are hoping to identify a qualified vendor to provide over-the-phone and video remote interpretation services to support a variety of City programming and operational functions.

We look forward to receiving your proposal.

1.2 SCOPE OF SERVICES

This section is very important. It outlines what we are asking for and gives an in-depth look at what we are expecting.

In Massachusetts Procurement Law, this is part of the “Purchase Description.”

1.2.1 Languages and Qualifications

The Office of Language and Communications Access is interested in procuring services on an as-needed basis. Services will include, but are not limited to, those listed below.

The vendor will provide a continuous (24/7/365) technology platform capable of routing and managing high-volume, simultaneous Over-the-Phone Interpretation (OPI) calls in the following languages:

The vendor will provide a continuous (24/7/365) technology solution to route and manage multiple simultaneous remote video feeds for Video Remote Interpretation (VRI) in the following languages:

Other Languages:

The vendor may also be asked to provide services in additional languages listed, though these are not required for contract award. However, the vendor must include a detailed plan in its technical proposal to meet the additional language requirements outlined in this RFP. This plan must demonstrate that the vendor can provide services in all required languages by the contract start date.

These languages may include, but are not limited to:

Other Native North American languages

Other Central and South American languages

For non-English-speaking constituents who rely on visual communication, the vendor must provide standard American Sign Language (ASL) services. The ability to source Certified Deaf Interpreters (CDIs) or specialized trilingual visual interpreters for unique linguistic or national sign variants on a scheduled or as-needed basis is highly preferred.

All Interpreters provided by the vendor must be pre-qualified, tested, and trained to professional industry standards with the recognized ISO certifications and specialized codes of ethics credentialing.

A successful respondent will enable the City of Boston to use a court-certified interpreter upon specific request. Three types of interpreters provide services to Federal Courts:

1. Certified interpreters

a. The certification requires a passing grade on a written exam, compliance with a code of professional conduct, and an oral exam (for some languages).

b. The exam or evaluation process is administered by recognized governmental or professional organizations. Other associations could be through universities that offer certifications for legal interpreters.

i. In Massachusetts, Mass Legal Services offers training programs and connecting opportunities for upcoming legal interpreters. Some of the supported languages are Arabic, Bosnian, Cantonese, Croatian, French, Haitian Creole, Hmong, Ilocano, Korean, Laotian, Mandarin, Portuguese, Russian, Serbian, Somali, Spanish, Turkish, and Vietnamese.

2. Professionally qualified interpreters

a. Must meet the criteria in one of the following:

i. Passed the U.S. Department of State conference or seminar interpreter test in a language pair that includes English and the target language. The U.S. Department of State's escort interpreter test is not accepted as qualifying.

ii. Passed the interpreter test of the United Nations in a language pair that includes English and the target language.

iii. Is a current member in good standing of the Association Internationale des Interprètes de Conférence (AIIC) or the American Association of Language Specialists.

iv. For sign language interpreters, someone who holds the Specialist Certificate: Legal (SC:L) of the Registry of Interpreters for the Deaf (RID).

3. Language-skilled interpreters

a. An Interpreter who does not qualify as a professionally qualified interpreter, but who can demonstrate to the satisfaction of the court the ability to interpret court proceedings from English to a designated language and from that language into English, will be classified as a language-skilled/ad hoc interpreter.

All services will be provided as needed to OLCA and other City departments.

In addition to providing qualified interpreters with the appropriate language skills and equipment, all interpreters must have a professional on-screen appearance by positioning the camera at eye level and wearing colors contrasting background.

The City of Boston may request a specific interpreter when deemed important or when the interpreter is available.

1.2.2 Technical Requirements

1.2.2.1 User Experience

· The awarded vendor must provide a solution that is compliant with all federal and state regulations related to digital accessibility. At the time of writing, this means complying with WCAG 2.1 AA.

· Preference is given to vendors that provide an Accessibility Conformance Report (ACR) using the Voluntary Product Accessibility Template (VPAT®) for WCAG 2.1 AA success criteria completed within the last 12 months.

· Preference given to vendors with a demonstrated history of identifying and remediating issues related to accessibility compliance.

1.2.2.2 Security & Access Management

The awarded vendor must provide a solution that:

· Supports Single Sign-On (SSO) and Single Log-Out (SLO) for users.

· Preference will be given to vendors that utilize one of the following standard authentication protocols: SAML, OpenID, OpenID Connect, OAuth, WS-Federation, and WS-Trust

· Preference will be given to products that utilize Ping Access pre-built connectors/adapters/templates to evaluate user access requests

· Provides service through a secure connection according to the federal government's HTTPS-only guidance

· Has strong encryption of system information in transit and at rest

· Preference given to vendors that use encryption algorithms and methods compliant with Federal Information Processing Standards (FIPS)

· Has strong data segregation and access control mechanisms to ensure only the appropriate City staff are able to access data collected about constituents

· Preference given to vendors that can provide third-party certification of data management practices, such as GovRAMP In addition to the specific requirements above, the vendor must comply with all applicable data privacy regulations and industry best practices as defined in section 1.2.2.3 for data security.

1.2.2.3 Data Collection & Management

· The vendor shall provide a dedicated, isolated environment for the City's data within their solution, ensuring that no data is shared with other organizations or used for any purpose other than those explicitly authorized by the City.

· The City assumes full ownership rights for all data collected about constituent interactions with the City.

· The vendor must obtain explicit written permission from the City of Boston before sharing or using constituent data in any way not already authorized by the City.

· Prior to the end of the contract term, vendors must provide all City-owned data under their control to the relevant City teams, in a format compatible with City data storage systems, at no additional cost, on a timeline established by the City. Vendors should not retain control over or access to any City-owned data after contract termination.

· The vendor must adhere to all applicable City of Boston Data Security Policies, including but not limited to:

· The City of Boston’s Server Security Policy

· The City of Boston’s Data Security Policy

· The City of Boston’s Terms of Use and Privacy Policy

· The City of Boston’s Data Center Security Policy

· The City of Boston’s IAM requirements

· The City of Boston’s Application Security Policy

1.2.2.4 Data Analytics & Reporting

The awarded vendor must be able to provide the following data disaggregated by department and time (at minimum, day, week, month, and year).

· Calls placed

· Total cost per calls

· Length of calls +

· List and # of languages requested

· Top 10 languages requested

· Average speed of call answer (how long does an employee wait to be connected)

· Average number of dropped or abandoned calls

· Additional metrics may be requested as necessary

The awarded vendor must be able to provide the aforementioned data in a highly useful format and on a regular cadence as requested by the City.

In addition to weekly reports in a CSV format, the City requests ongoing data transfer to the City’s data warehouse in a machine-readable format.

· The City prefers API access or being provided a REST endpoint that enables direct access to the data.

· If an API is not possible, the City needs access to a source database, and the vendor will need to work with the relevant City technical teams to set up a secure transfer process.

· If neither of the above options is possible, the City will accept regular uploads of data to its Secure File Transfer Protocol (SFTP) site or similar data file transfer. If this route is pursued:

· Data uploads will be provided on a consistent frequency agreed to by the vendor that aligns with the City’s operational needs.

· The recency of the data should be clarified prior to upload (i.e., is there a lag in the data records versus when it was uploaded?).

· The format of the exported data must be in a machine-readable format, such as a CSV or JSON.

· The vendor must accept full responsibility for delivering raw transactional data and be responsible for timely delivery of data.

· The vendor shall provide metadata that is clear, comprehensive, and consistent with the method of transfer. Metadata should be provided in a format that is easy to understand for the City staff who will be working with the data directly.

· For procurements involving tabular data (e.g., data provided on spreadsheets), data assets are accompanied by a data dictionary that clearly describes the structure and content of the data asset. The format of the data dictionary may vary so long as it is accessible and clear for relevant City staff.

1.2.2.5 Integration Requirements

· The awarded vendor must demonstrate the ability to integrate with the City’s existing Call Center phone infrastructure, provided by Cisco Webex.

1.2.2.6 Performance & Reliability

The awarded vendor must provide a solution that:

· Has an uptime of 99.9%, 24/7.

· Has daily data backups of system information in multiple, redundant locations.

1.2.4 Stakeholder Management

The awarded vendors will remain engaged with City stakeholders in OLCA during the lifetime of the contract to ensure continued high-quality service. Specific tasks will include:

· Participating in bimonthly meetings with OLCA.

· Answering any questions surrounding qualifications and standards.

· Address complaints from departments and constituents.

· Timely resolution of technical issues or other performance issues

· Providing relevant on-call technical support 24/7, on a schedule defined by the City.

RFP PROCESS

1.3 PROPOSAL TIMELINE

The table below shows the preliminary RFP schedule. Dates are subject to change. For the most up-to-date information, please visit the Supplier Portal via boston.gov/procurement.

https://www.zoomgov.com/j/1655651629

Questions Due to the City Via email to Ivie.Creechgray@boston.gov 10/23/2026 at 5:00pm EST

Consolidated Q&A Posted by the City[footnoteRef:0] [0: The consolidated Q&A posting will include answers to all RFP questions posed to the City at the Q&A Conference Call and by the email by the due date above. The City will update the Q&A if it chooses to answer any additional questions after that time.]

10/30/2026 at 5:00pm EST

Deadline for Proposals See Submission Instructions for details 11/06/2026 at 2:00 PM EST

*All times are in Eastern Time*

1.4 WHAT TO DO IF YOU HAVE QUESTIONS

Vendors can ask questions live during the Pre-Proposal Q&A Conference Call (information in the table above).

Outside of the Q&A Conference Call and before the proposal deadline, all communications must be emailed to Ivie.Creechgray@boston.gov with the RFP number (EV00017920) in the subject line.[footnoteRef:1],[footnoteRef:2] [1: No other City employee, consultant, or contractor is empowered to speak for the City with respect to this RFP. Any oral communication is considered unofficial and non-binding to the City.] [2: After the proposal deadline, vendors should not contact the RFP Coordinator or any other City official or employee about this RFP, except to respond to ).a request by the RFP Coordinator. Vendors may continue to contact City officials and employees about issues unrelated to this RFP.]

1.5 CONTRACT TERM AND OTHER INFORMATION

The term of the contract will be 3 years. The target implementation dates are November 2026 to October 2029 (subject to change). The maximum value of each awarded contract shall not exceed $1,000,000 per year ($3,000,000 over three years).

The quantities in the Price Proposal template are estimates only; the City may request more, less, or no services in any category. Payment will be based on the actual quantity of services requested and the rates in the vendor’s Price Proposal.

II. HOW WE CHOOSE

This section explains how we will evaluate candidates. It provides clear descriptions for what we consider a highly advantageous proposal.

We will evaluate your proposal based on two sets of criteria: minimum evaluation criteria and comparative evaluation criteria.

2.1 MINIMUM EVALUATION CRITERIA

First, we will review all proposals to see if they meet the minimum (or “quality”) evaluation criteria listed below. These are “yes-or-no” standards that will apply to every proposal.

These criteria reflect the standards that the City considers essential for this contract, as well as statutory thresholds for responsive and responsible proposers.

Any vendor that does not meet these minimum criteria is “not responsive” and will be eliminated from further consideration.

The minimum evaluation criteria include:

1. Did the vendor submit the proposal by the deadline, appropriately and truthfully?

2. Did the vendor submit separate Technical and Price Proposals (with no price information in the Technical Proposal)? Note: Any Technical Proposal or interview/demonstration that includes price information will be disqualified from consideration. (See below for further information and instructions about separately submitting your Technical and Price Proposals).

3. Did the vendor submit and complete all the necessary forms and documentation requested in this RFP?

2.2 COMPARATIVE EVALUATION CRITERIA

Proposals that have met all minimum evaluation criteria will move to the next stage of evaluation. In this stage, we will evaluate proposals according to the comparative evaluation criteria described below.

CRITERIA 1: PROPOSAL CLARITY

· Highly Advantageous: The proposal is well-written in clear, concise language. Materials are organized and easy to navigate. As a whole, the proposal provides a complete response to this RFP and provides multiple relevant examples of past successes in implementing similar solutions. The proposal adheres to the RFP provided templates.

· Advantageous: The proposal is clear and well-organized. It provides a complete response to this RFP and includes examples of past successes.

· Not Advantageous: The proposal does not address all aspects of the RFP. It is poorly written and/or difficult to read. It does not provide adequate information to evaluate the vendor’s ability to successfully meet the City’s goals.

CRITERIA 2: VENDOR QUALIFICATIONS & EXPERIENCE

Highly Advantageous:

· Demonstrates significant and strong technical experience in providing interpretation services.

· Demonstrates extensive experience (8+ years) in working with public sector stakeholders.

· Three references from similar projects consistently rate service and results as “excellent.”

· The proposal includes examples of past work that are highly relevant to this project and highlights competency in interpretation, video, and audio accessibility services.

· The proposal guarantees that all interpreters will be pre-qualified, tested, and trained for industry-standard terminology.

· The proposal guarantees Federal Court Certified Interpretation OR Massachusetts State Court Certified Interpretation and Registry of Interpreters for the Deaf (RID) certification services.

Advantageous:

· Demonstrates technical experience in providing interpretation services.

· Demonstrates a track record of success in completing projects within their allotted timeframe and budget.

· Demonstrates general experience (5-7 years) working with key public sector stakeholders.

· One or two references from similar projects rate service and results as “excellent.”

· The proposal includes examples of past work that are somewhat relevant to this project.

· The proposal includes a plan to pre-qualify, test, and train all interpreters for industry-standard terminology.

Not Advantageous:

· Demonstrates limited experience in providing interpretation services.

· Demonstrates a limited track record of success in completing projects within their allotted timeframe and budget.

· Demonstrates limited experience (less than 5 years) working with public sector stakeholders.

· No references from similar projects rate the services, results, and collaborative process as “excellent.”

· Examples of past work are not relevant to this project and do not demonstrate sufficient experience in providing interpretation services.

· The proposal does not adequately address pre-qualification, testing, or training for interpreters.

CRITERIA 3: RESPONSE TO SCOPE OF SERVICES

Highly Advantageous:

· The proposal includes comprehensive and detailed responses to each deliverable requested in the Scope of Services. It provides a clear and actionable plan for 24/7 year-round over-the-phone and video remote interpretation in all languages listed, along with capacity and a detailed plan to provide services in additional languages as needed.

· The proposal addresses cultural competency, with evidence of continuous professional development and a commitment to culturally competent service delivery through certifications, courses, and other initiatives.

· The proposal outlines a thoughtful and feasible approach to stakeholder collaboration and is specifically tailored to the goals and context of the City of Boston.

· The proposal includes a robust training program that will ensure proficiency in the relevant systems, as well as on-screen professionalism.

Advantageous:

· The proposal provides sufficient responses to the requested deliverables in the Scope of Services, including general plans to meet the City’s needs for language services, cultural competency, and professional development. However, the proposal is largely generic, with less emphasis on Boston-specific goals or context.

Not Advantageous:

· The proposal lacks responses to key deliverables, particularly in areas such as additional languages, cultural competency, and professional development. It is largely generic and lacks the detail needed to show a clear understanding of Boston’s needs.

CRITERIA 4: TECHNICAL REQUIREMENTS

Highly Advantageous:

· The proposal addresses privacy protection, with a detailed overview of how collection of constituent data is minimized and managed to protect privacy.

· The proposal provides a clear overview of how the vendor guards against technical disruptions, as well as a review of the vendor’s support model for technical issues, including service-level agreements for response and resolution.

· The vendor is able to use and integrate with all relevant City systems and platforms, and the proposed analytics and reporting capabilities meet the City’s requirements.

Advantageous:

· The proposal addresses privacy protection and performance, and outlines strategies for minimizing and protecting constituent data.

· The proposal provides a plan for technical support, system integration, and reporting.

Not Advantageous:

· The proposal does not address privacy protection and/or does not provide sufficient detail to ensure that constituent data would be minimized and protected.

· The proposal does not provide clarity on safeguards against technical disruptions, technical support models, and/or service-level agreements for response and resolution.

· The proposal does not include a feasible approach to integrating with all relevant City systems and platforms.

2.3 RULE FOR AWARD AND CONTRACT

Please Note: An award letter or award notification is not a communication of final acceptance of a vendor's proposal. No final award has been made until the following three steps have occurred:

1. Final execution of a Contract by the vendor and the City of Boston (by its Awarding Authority/Official and the City Auditor);

2. The approval of the final Contract by the Mayor of Boston; and

3. Contractor receipt of a City-issued Purchase Order.

The forms in Appendix 1 of this RFP are incorporated into the Contract by reference.

***The City reserves the right to cancel this RFP at any time until proposals are opened, and further reserves its right to reject all proposals after they are opened if the City determines doing so is in its best interest.

III. YOUR TECHNICAL PROPOSAL

Your application will be submitted in two parts. The first part (this section) is the Technical (Non-Price) Proposal. The Technical Proposal will be evaluated to determine whether it meets all of the submission and quality requirements specified in the RFP.

Do NOT mention pricing in this section. If you include pricing information in your technical proposal your proposal will be rejected in its entirety.

Why can’t you include price in the Technical Proposal? The law requires that we look at the Technical and Pricing Proposals separately. This allows us to first determine who would be the best at implementing the project, without considering price. Next, we consider Price Proposals. Once both Technical and Price Proposals are evaluated, we choose the most advantageous proposal that provides the best value overall.

Your Technical Proposal should consist of the following sections (each detailed in the following pages). Your Technical Proposal should be submitted as one document that addresses all components listed below.

An editable version of the template below is included in the “package” on this RFP’s Supplier Portal page. You should complete the editable template and submit it as your Technical Proposal.

· (3.1) Cover Page

· (3.2) Response to Scope of Services

· (3.3) Ownership Details (Informational only)

· (3.3) References

· (3.4) Insurance Documentation Cultural Competency, Language Services, and Professional Development The vendor must provide a detailed overview in their Technical Proposal of how their team members (including interpreters and staff) engage in continuous professional development to stay current with the evolving field of language access services. This overview must include specific examples of:

· How the team integrates new industry knowledge, best practices, and emerging standards into their daily operations.

· Acceptable forms of ongoing development, such as relevant courses, certifications, partnerships, memberships, and training programs.

The vendor must demonstrate a strong commitment to continuous learning and the practical application of this knowledge to ensure high-quality, culturally competent service delivery.

Training The vendor must provide a detailed description of their training programs and materials for interpreters, translators, and staff. This should include:

· Training schedules, content, and methodologies.

· A focus on ensuring proficiency in the systems and platforms outlined in this RFP.

Staff Qualifications The vendor shall provide a comprehensive overview of the qualifications, skills, and certifications of the interpreters and staff assigned to perform services under this Agreement. This includes but is not limited to:

· Academic qualifications, relevant certifications, and industry-specific expertise.

· Practical experience relevant to the scope of this RFP.

3.1 COVER PAGE

Please include a cover page as the first page of your Technical Proposal.

COVER PAGE

RFP Title and Number

Primary Organization Name

Title

Address

Email

Phone

A brief introduction highlighting why you would be a good partner for the City on this project (4-5 sentences).

3.2 RESPONSE TO SCOPE OF SERVICES

This section is where you tell us how your solution meets or exceeds our needs by answering the questions/prompts below. Feel free to use anything (e.g., graphics, links to your work, etc.) that helps you make your case. Suggested response lengths are for guidance only. Feel free to answer with more or less detail as needed to best answer the question.

Q1: Please explain why your organization is best suited to manage this RFP (Suggested length: 1-2 paragraphs) An ideal answer will include the following information, focusing on why these qualities of your organization make it best suited to manage this RFP:

· What services your organization provides

· How long your organization has been providing these services

· Your organization’s structure

· Your organization’s strategy

· Any relevant awards your team has received

Response:

Q2: Who will work on this project, and why are they best qualified to achieve the goals of this RFP? (1-3 paragraphs) An ideal answer will include:

· A description of the team that would work on the project

· A list of key team members

· Justification for why they will be great partners on this project, such as resumes or bios

· A description of the team structure

Response:

Q3: If your team includes multiple organizations, please let us know (a) how long you have worked together and (b) which one organization will be designated as the prime contractor (all others will be designated as subcontractors). Skip if not applicable to your organization.

Prime contractor

Subcontractor

Subcontractor

Subcontractor

Q4: Have you had a contract terminated for default during the past five (5) years, or have you been involved in litigation regarding a contract?[footnoteRef:3] [3: Please note: If you have had a contract terminated for default during the past five (5) years, or have been involved in litigation regarding a contract, this fact must be disclosed along with your position on the matter(s). If you have experienced no such terminations for default in the past five (5) years and have not been involved in contract litigation, then you must indicate as such. The City reserves the right to request a copy of your firm’s audited financial statements, including a detailed balance sheet and profit and loss statement for three years, or Dun & Bradstreet reports or similar financial reports, in order to evaluate the financial strength of your company.]

· Yes

· No

Q5: If you answered “Yes” to the previous question, what is your position on the matter(s)?

Response:

Q6: Indicate which of the following certifications are held by your interpreters (if none, leave blank):

3.3 OWNERSHIP DETAILS (INFORMATIONAL ONLY)

Q1. Is your organization a small, local, minority-owned, women-owned, and/or veteran-owned business?[footnoteRef:4] (Yes or No) [4: These details are used to help us improve our outreach to all potential partners, and are for informational purposes only; this RFP is open to any vendor who would like to respond.]

· Small

· Local

· Minority-Owned

· Women-Owned

· Veteran Owned

Q2: Is your organization certified as a small, local, minority-owned, women-owned, and/or veteran-owned business with the City of Boston? If you are unsure, you can check here

· Yes

· No

If you are not certified but would like to be, you can learn how to apply here.

Becoming a certified small, local, minority-owned, women-owned, and/or veteran-owned business with the City of Boston provides you with many opportunities:

· Exclusive access to Sheltered Market Program contracts (listed toward the bottom of this page)

· Targeted outreach for released procurements

· Support building your business and navigating the procurement process

· Access to the new Inclusive Written Quote Contract procurements, which provide a simpler way for businesses to get into government contracting

Q3. Are any of your proposed subcontractors a small, local, minority-owned, women-owned, and/or veteran-owned business?[footnoteRef:5] [5: Same as above.]

· Yes

· No

3.4 REFERENCES

REFERENCES

Project Manager (or equivalent)

Phone number

Email (if available)

Project Description

Project Start and End Dates

Project Manager (or equivalent)

Phone number

Email (if available)

Project Description

Project Start and End Dates

Project Manager (or equivalent)

Phone number

Email (if available)

Project Description

3.# INSURANCE DOCUMENTATION

Attach documentation of your insurance coverage. The City’s recommended levels of insurance are listed in Appendix 3.

If you have a different level of coverage, you must explain below why that is sufficient to manage the risk of this project.

Response:

IV. YOUR PRICE PROPOSAL

The Pricing Proposal is where you will share your estimated project budget with us and where you will explain your costs/budget.

IMPORTANT: The Price Proposal (and all pricing information) MUST be submitted separately from the remainder of the proposal. No price information may be included in the Technical Proposal. If you do not separate all pricing information from your Technical Proposal, your entire proposal will be rejected.

The Pricing Proposal (which lists all costs associated with your proposed deliverable) is required in addition to the Technical Proposal. There are two steps:

1. Please complete the Price Proposal template provided below.

2. Please enter the total price for the entire contract length in the price line if submitted electronically through the Supplier Portal. More detailed instructions are available in the following section, Section VI, Submission Instructions. Instructions can also be found on the Procurement Information Page.

Please note:

· The total price will be used to compare Price Proposals.

· In the Price Proposal, the City asks that you provide detailed pricing for all deliverables in the scope of services with the understanding that the deliverables and quantities of goods and services the City notes in this RFP are estimates only and that the final scope of services may change during contract negotiations between the City and the selected vendor(s).

· No additional charges will be allowed unless they are included in your Price Proposal.

· The vendor will bear the onus of any errors made in pricing the services (e.g., omitting a component of the services).

4.1 PRICE PROPOSAL (REQUIRED)

Please Note: In an effort to avoid confusion when reviewing price proposals, bidders must follow the format below:

* Adhere strictly to the provided quantity estimates for review purposes, without applying additional adjustments.

Table A: Over-the-Phone Interpretation (OPI) Language Tier - Languages (24/7/365 On-Demand)

UNIT PRICE

(rate per minute) ESTIMATED QUANTITY (minutes in a month)

Price (Unit Price X ESTIMATED QUANTITY)

Greek

*These quantities are estimates only. The City may request more, less, or no services in any of these categories. Payment will be made based on actual services rendered.

Table B: Video-Remote-Interpretation (VRI)

(rate per minute)

Greek

*These quantities are estimates only. The City may request more, less, or no services in any of these categories. Payment will be made based on actual services rendered.

Table C: Mandatory Technology & Platform Fees

*These quantities are estimates only. The City may request more, less, or no services in any of these categories. Payment will be made based on actual services rendered.

4.2 SUPPLEMENTAL INFORMATION (OPTIONAL)

You have the option (but are not required) to attach additional information describing any costs that don’t fit into the above template, to describe the reasoning behind your pricing, or to state any assumptions you made while filling out the template.

V. SUBMISSION INSTRUCTIONS

This section shows you how to submit your application.

· To be considered for funding, each applicant must submit a complete proposal prior to 11/06/2026 at 2:00 PM EST .

· See the checklist below (section 5.1) for the requirements for a complete application.

· Modifications are not permitted to any proposal once they are submitted.

· Complete applications can be submitted in two ways:

· Through the City of Boston Supplier Portal (see section 5.2)

· By mail or physical delivery (see section 5.3)

· Applicants often run into technical issues with the City of Boston Supplier Portal. We STRONGLY recommend submitting your proposal in advance of the deadline to allow for enough time to navigate any technical issues you may have.

· The contact you listed in your submitted proposal will receive periodic email updates to let you know:

· If your application has been received

· If your proposal has been awarded or denied the contract

· If we need any follow-up information

The City will NOT be able to consider proposals that are submitted late or that do not follow these guidelines.

5.1 CHECKLIST FOR SUBMITTING PROPOSAL

This checklist is for your use only; you do not need to submit this checklist along with your proposal.

IMPORTANT: Submit separate technical and price proposals. (Do NOT include any price information in your Technical Proposal, otherwise your proposal will be rejected.)

A. TECHNICAL PROPOSAL

Included a cover page with all required information

Responded to questions and prompts in “Response to Scope of Services”

Provided 3 references

Included required documentation of insurance

B. PRICE PROPOSAL

Provided detailed budget and pricing

Provided additional information about Pricing Proposal (optional)

C. REVIEW CONTRACT TERMS & CONDITIONS

Read and reviewed contract terms, conditions, and additional forms If awarded the contract, you will be required to sign and submit forms listed in Appendix 2.

Complete and submit the CM-16 Wage Theft Prevention form

5.2 SUBMITTING PROPOSAL VIA BOSTON’S SUPPLIER PORTAL

Vendors can submit a proposal electronically through the Supplier Portal. You can access the Supplier Portal from boston.gov/procurement at the Supplier Portal link. We do not accept proposals submitted via email or other electronic communication.

To submit using the Supplier Portal, follow the steps on the following website:boston.gov/sites/default/files/embed/e/entering_a_bid_on-line_1.pdf.

Below is a summary of those steps:

1. REGISTER (If you are not yet registered as a “bidder” on the Supplier Portal)

a. https://www.boston.gov/departments/procurement/how-use-supplier-portal provides step-by-step instructions to register.

2. FIND EVENT:

a. Log in to your account.

b. Click Main Menu > Manage Events and Place Bids > View Events and Place Bids.

c. Enter EV00017920 into the search box and click the “Search” button.

d. Click Over-the-Phone & Video-Remote Interpretation Language Services

e. Click “View Event Package.” Here you can download forms and documentation linked to this RFP. We recommend starting with “Main RFP Document File name.”

f. Click the ‘OK’ button to return to the ‘Event Details’ page.

3. ATTACH YOUR TECHNICAL AND PRICE PROPOSALS:

a. Click on the ‘Bid On Event’ button.

b. Answer all questions and upload the required forms as directed, including the non-price Technical Proposal. Do NOT include any price information in your Technical Proposal, otherwise your proposal will be rejected. Click “Step 2: Enter Line Bid Responses”. Here is where you input your price information separately. If there are multiple lines, you may need to enter separate amounts for each line item you are bidding on,

c. Click the icon on the far right of the screen labeled “View/Add Question Comments and Attachments.” Here is where you will attach your Price Proposal (in the template provided above in Section 4.1)

4. SUBMIT YOUR PROPOSAL:

a. Once you have responded to all required fields, you may click “Validate Entries” to confirm if your application is ready to be submitted.

b. To submit your proposals, click “Submit Bid.”

Further instructions on registering and submitting a bid can also be found on the Procurement Information Page. We recommend submitting your proposal at least 24 hours prior to the deadline.[footnoteRef:6] [6: Please note that Supplier Portal file uploads are limited to a 59-character file name length.]

NOTE: MODIFICATIONS MAY NOT BE MADE TO YOUR PROPOSAL ONCE SUBMITTED TO THE PORTAL. PLEASE ENSURE YOUR PROPOSAL IS COMPLETE AND ACCURATE PRIOR TO YOUR SUBMISSION.

5.3 SUBMITTING VIA MAIL / PHYSICAL DELIVERY

You may submit hard copies of the Technical and Price Proposals by mail, delivery service, or in person. If you choose to submit a hard copy, you must submit two separate envelopes: a complete Technical Proposal in one sealed envelope and a Price Proposal in a second sealed envelope.

The envelopes should be clearly marked as follows:

ENVELOPE #1 - TECHNICAL PROPOSAL

**technical proposal should have absolutely no reference to price**

ENVELOPE #2 - PRICE PROPOSAL

Over-the-Phone & Video-Remote Interpretation Language Services RFP Number: EV00017920

TECHNICAL PROPOSAL

Submitted by: [Name of Vendor] [Date Submitted] Over-the-Phone & Video-Remote Interpretation Language Services RFP Number: EV00017920

PRICE PROPOSAL

Submitted by: [Name of Vendor] [Date Submitted]

The envelopes should be delivered or mailed to:

MAILING/DELIVERY ADDRESS

Ivie Creech-Gray Office of Language and Communications Access Room 817 1 City Hall Square Boston, MA 02201

VI. APPENDICES

APPENDIX 1: RFP TERMS AND CONDITIONS

CANCELLATION, REJECTION, AND WAIVER

The City is under no obligation to proceed with this RFP and may cancel the RFP at any time with or without the substitution of another. The City reserves the right to reject in whole or in part any or all Proposals when the City determines that rejection serves the best interests of the City. The City may waive minor informalities in the Proposal or allow the Vendor to correct them.

The submitted Proposal, along with the RFP, will also be part of the Contract between the City and the Contractor.

The Contract is subject to the availability and appropriation of funds.

WITHDRAWAL OR MODIFICATION OF PROPOSAL

The City may allow a Vendor representative bearing proper authorization and identification to sign for, receive, and withdraw the Vendor's unopened Proposal prior to the submission deadline. A Vendor that seeks to correct or modify its Proposal may do so by withdrawing the initial submission and then submitting a modified Proposal prior to the submission deadline.

PROPOSAL VALIDITY PERIOD

By submitting a Proposal, the Vendor agrees that its Proposal is valid for one hundred eighty (180) days following the submission deadline unless extended by mutual agreement.

PROPOSAL COSTS

Any and all costs incurred by a Vendor in preparing a Proposal and throughout the RFP process are ineligible for reimbursement or recovery from the City and are solely the burden of the Vendor.

TAXES

The City is a tax-exempt organization. However, should any part of the Contract be subject to taxes, the Vendor shall include and be responsible for paying all taxes that are applicable.

Any taxes due will be assumed to be included in your price of services, otherwise the Vendor is responsible for any additional costs not included. The City is exempt from federal excise taxes (Federal Exemption No. A-108-328) and from Massachusetts sales and use taxes (Certificate No. E-046-001-380). Exemption certificates will be provided, if requested, following the award.

SUBCONTRACTORS

The City will contract with one Contractor who will be solely responsible for contractual performance and who shall be the sole point of contact for the City with regard to Contract matters. In the event the Contractor utilizes one or more Subcontractors, the Contractor will assume all responsibility for the performance of services by the Subcontractor(s).

The City must be named as a third-party beneficiary in all subcontracts. A list of all Subcontractors proposed to take part in the performance of the Contract shall be provided to the City for approval prior to Contract execution.

USE OF CITY NAME

The Contractor and any Subcontractor(s) agree not to use the City of Boston's name or seal, or that of any other City Agency or Department in advertising, trade literature, or press releases without the prior written approval of the City.

PUBLIC RECORDS

Proposals shall be confidential until the time for acceptance specified in the RFP has expired. Thereafter, proposals will be public records and subject to disclosure upon request. Do not submit confidential information in your Proposal.

APPENDIX 2: CONTRACT TERMS AND CONDITIONS

Please be familiar with these terms and conditions at the time of proposal submission to ensure that you are able to meet them if awarded the contract.

All applicants are required to review the following documents at this stage; some terms are verified electronically via the Supplier Portal, and only the CM-16 Wage Theft form must be submitted with your proposal, per the instructions in Section 5 of this RFP.

By submitting a proposal, an applicant acknowledges that if they are selected as the winning respondent, they will be required to complete and provide each of the following forms to the City as part of the contract package.