PRF88 RFQ-MassWildlife On-Demand Interpretation and Translation.pdf

Request for Quote On-Demand Foreign Language Translation and Interpretation

DFW-2027-021

Summary The Massachusetts Division of Fisheries and Wildlife (MassWildlife) sells freshwater fishing, hunting, and trapping licenses and other items; issues permits and certifications; fields inquiries from the public on fish- and wildlife-related matters; provides public programs that offer wildlife and conservation information, outdoor skills training, and instruction; and administers testing for various permits and licenses. MassWildlife is seeking to procure on-demand language interpretation and translation services for documents, walk-in visitors, telephone, and social media inquiries at eleven offices and installations across the Commonwealth. The goal of this effort is to provide real-time foreign-language translation and/or interpretation services for customer service inquires submitted through MassWildlife’s front desks, phones, emails, texts, and social media, to ensure that all customers, including those whose primary language is not English, are able to receive the high-quality services provided by MassWildlife in a timely manner. The interpreters must be able to fully understand, analyze, and process a spoken and/or written message and then faithfully render it into another spoken language. Interpreters must be able to accurately convey the meaning from one language to another in a culturally appropriate manner, mindful of the setting in which they are rendering their services.

MassWildlife intends to provide foreign-language interpretation and translation services, at a minimum, for the ten most commonly spoken non-English languages in Massachusetts: Spanish, Portuguese, Chinese (including Mandarin and Cantonese), Haitian Creole, French, Vietnamese, Russian, Arabic, Hindi, and Italian.

MassWildlife’s broader objective is to provide on-demand interpretation and translation services in as many languages as practicable to serve the greatest possible number of constituents.

Additionally, MassWildlife may have the need for in-person interpreters for meetings or events when a constituent has requested the same in advance, to better serve the diversity of groups and individuals that require its programs, services, and licenses and permits in the Commonwealth.

All terms and conditions of Statewide Contract PRF88 apply.

Background The purpose of this service is to enable MassWildlife to better and more quickly respond to the needs and wants of its expanding constituency by offering on-demand language interpretation and translation services at or through all its installations. The vendor will work with MassWildlife’s public-facing, MassWildlife DFW-2027-021 Page 2 of 10 administrative, and outreach and communications staff to provide interpretation and/or translations on demand through telephone calls with members of the public who call or visit MassWildlife’s installations, including by accepting via email, text, or social media the documents that require translation and responding in real time, and by providing in-person interpreters for programs or classes where an attendee has indicated in advance that services will be required during an event.

Timeline MassWildlife intends to begin offering on-demand interpretation and translation under the contract resulting from the award of this bid on October 1, 2026.

MassWildlife will, whenever possible, identify dates when classes, events, or public meetings are scheduled 4 weeks in advance of the date.

The selected vendor(s) will be expected to respond to requests for in-person translators if a participant has indicated that translation services will be required at least five (5) business days before an identified event.

Single or Multiple Contractors It is MassWildlife’s intention to enter into a single contract to provide the required services under this scope of work. However, MassWildlife may enter into additional contracts if in the best interest of the Commonwealth.

Contract Use by Other Entities of the Commonwealth Eligible Entities:

• Department of Fish and Game (DFG) o Primary Entity: Division of Fisheries and Wildlife (MassWildlife)

Massachusetts Hunter Education Program (a MassWildlife Program)

• Division of Marine Fisheries (DMF) or other DFG entities may utilize the awarded contract when in the best interest of the Commonwealth.

• Massachusetts Environmental Police (MEP) or other EEA Entities may utilize the awarded contract when in the best interest of the Commonwealth.

• MassWildlife may authorize additional eligible entities if in the best interest of the

Commonwealth.

Contract Length MassWildlife intends to enter into a contract to cover the services through June 30, 2023, with options to renew. Maximum contract length is subject to the requirements of PRF88. When it is in the best interest of the Commonwealth of Massachusetts, and when permitted by the Operational Services Division (OSD), MassWildlife may execute an interim contract to ensure continuity of services while OSD completes the procurement and execution of a new Statewide Contract.

Invoicing Invoicing may be no more frequent than monthly. Pre-payments are not permitted. Bills are paid in accordance with the Commonwealth’s Bill Paying Policy.

https://www.mass.gov/info-details/understanding-commonwealth-payments

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All bills/invoices must minimally include:

• Billed to proper Agency/Division

• Agency Contact (employee requesting the service)

• Assignment Name

• Assignment Contact Name

• Assignment Date and Time

• Foreign Language Need

• Rates o Remote and Video Remote Interpretation Services are to be billed at Vendor’s rate per minute for each language offered. There are no minimum billing hours for remote and video remote interpretation services.

o In-Person Interpretation Services are to be billed per hour with a minimum of either one

(1) or two (2) hours. The minimum hours will be established in the vendor’s response to this bid.

o Translation Services are to be billed at the maximum price per word for each language.

o Project-based services are to identify the portion of project billed and balance remaining.

• Supporting documents, such as the monthly reporting requirements, must accompany billing/invoicing received by an engaging entity.

• Other requirements as deemed necessary

Artificial Intelligence (AI) Interpretation Per Statewide Contract PRF88, vendors may not utilize Artificial Intelligence (AI) and/or machine translation during telephonic, video remote, or in-person interpreting sessions for any purpose, including notetaking, transcription, and/or captioning.

Project I: On-demand Telephone and Email Interpreter and Translation Services The vendor will work with MassWildlife public-facing, administrative, and outreach and communications staff to offer on-demand interpreter and translation services when requested during business hours (typically 8:00 a.m.–4:00 p.m. Eastern Standard Time, Monday through Friday) by a telephone caller, emailer, social media or other inquiry, or visitor to any of MassWildlife’s 11 installations. Although the need for on-demand interpretation services is expected to occur primarily during these business hours, MassWildlife may have intermittent needs for services during evenings and weekends. MassWildlife’s requests to the vendor will be initiated by phone call to the vendor’s representative and may be supported by emails and/or emailed documents to be translated. The interpreter may speak either to the MassWildlife staff person or directly to the visitor. Monthly reports submitted via email or other agreed-upon electronic format will be required as part of this contract (see “Reporting,” below).

The vendor shall provide, at no extra cost to the Purchasing Entity, a dedicated, toll-free number for MassWildlife staff and its customers to access on-demand interpretation and translation services. All costs for this toll-free access will be borne by the vendor.

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Reporting: The vendor shall provide monthly reports to MassWildlife detailing all requests for translation services and all outcomes, i.e., whether the requested need was met or not, and if not, why not. At a minimum, the reports will include, for each request for translation services, date of request;

date of fulfillment, if different; name of MassWildlife requester; name of MassWildlife client; language requested; duration of service rendered; type of request, i.e., telephone, email, or in-person, and a brief summary of the nature of the request. The vendor will provide a current list of all the languages with which it is proficient for the purposes of interpretation and translation services and will keep that list up to date throughout the term of the contract.

Project II: In-person Interpretation Services The vendor shall work with MassWildlife administrative, outreach, and communications staff to offer in-person language interpretation services on a minimum of 5 business days’ notice at scheduled classes, events, and public meetings, including during evening hours (typically up to 9:00 p.m.), and on weekends. In rare cases where sufficient notice cannot be provided by MassWildlife, the vendor agrees to make a good-faith effort to either provide an in-person interpreter on short notice or make one available by phone. Monthly reports will be required as part of this contract and should be sent by email (see ‘Reporting,’ below).

Reporting: The vendor shall provide monthly reports to MassWildlife detailing all requests for interpretation or translation services and all outcomes, i.e., whether the requested need was met or not, and if not, why not. Reports will include, for each request for translation services, date of request;

date of fulfillment, if different; name of MassWildlife requester; name of MassWildlife client; language requested; duration of service rendered; type of request, i.e., telephone, email, or in-person, and a brief summary of the nature of the service provided. The vendor will provide a current list of all the languages with which it is proficient for the purposes of interpretation and translation services and will keep that list up to date throughout the term of the contract.

Project III: American Sign Language Interpretation MassWildlife is required to use Massachusetts Commission for the Deaf and Hard of Hearing (MCDHH) vendors as its primary provider of American Sign Language interpretation services. If MCDHH is unable to provide a qualified ASL interpreter for a scheduled event or service, MassWildlife may obtain such services from the awarded Bidder to ensure accessibility and meet constituent needs.

In such circumstances, MassWildlife anticipates that the advance notice provided to the awarded Bidder will be fewer than five days. The awarded Bidder shall make a good-faith effort to provide a qualified in-person interpreter on short notice or, when an in-person interpreter is unavailable, provide qualified remote interpretation services.

Project IV: On-Demand Translation Services Full-document translation services are not included within the scope of this RFQ and will be procured separately. However, when determined to be in the best interest of the Commonwealth, MassWildlife may use the awarded Bidder to translate limited-content materials, including infographics, brochures, flyers, and other brief documents.

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Project V: Value added and Unforeseen Services Awarded Bidders may offer additional services, resources, or capabilities that are related to the scope of this RFQ but are not expressly identified herein. When determined to be in the best interest of the Commonwealth, MassWildlife or another eligible purchasing entity may obtain such services from an awarded Bidder, provided that the services are consistent with the general purpose of the Contract and are procured in accordance with all applicable Operational Services Division requirements, laws, regulations, policies, and procurement procedures.

The Commonwealth makes no guarantee regarding the purchase or volume of any value-added or unforeseen services.

Pricing and Renegotiation The awarded vendor shall not charge rates exceeding those established in the applicable statewide contract, PRF88, pricing sheets. Vendors may offer additional discounts or other cost savings below the established PRF88 rates. Pricing may be reviewed and renegotiated annually, or as necessary to reflect changes to the applicable Statewide Contract (SWC) pricing sheets.

Questions Questions about this RFQ before bid award may be asked using the Q&A feature in COMMBUYS.

Vendors should consult the vendor user guide at mass.gov/doc/using-the-qa-tab-within-a-commbuys-bid/download or contact the OSD Help Desk at 1-888-627-8283 or 617-720-3197 or OSDHelpDesk@mass.gov for assistance. OSD Help Desk hours are Monday – Friday, 8 a.m.–5 p.m. EST excluding state holidays.

Evaluation Criteria Minimum Qualifications

• The vendor must have at least 5 years of experience offering on-demand verbal and document translation services to state agencies, institutions, hospitals, universities, or public bodies.

• The vendor must be able to provide timely on-demand interpretation/translation services in Spanish, Portuguese, Chinese (including Mandarin and Cantonese), Haitian Creole, French, Vietnamese, Russian, Arabic, Hindi, and Italian. The ability to provide services in additional languages beyond those identified above will be considered favorably as part of the evaluation process and may result in a higher evaluation score.

• The interpreters must be able to fully understand, analyze, and process a spoken and/or written message and then faithfully render it into another spoken language. Interpreters must be able to accurately convey the meaning from one language to another in a culturally appropriate manner, mindful of the setting in which they are rendering their services.

• The vendor must be able to provide in-person services as described in this scope of service.

https://www.mass.gov/doc/using-the-qa-tab-within-a-commbuys-bid/download https://www.mass.gov/doc/using-the-qa-tab-within-a-commbuys-bid/download mailto:OSDHelpDesk@mass.gov

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• The vendor must be able to provide services under Projects I, II, and IV, as described in this Scope of Services. The ability to provide services under Projects III (ASL) and Value Added (V) is not a minimum requirement; however, such capability will be considered favorably as part of the bid evaluation process and may result in a higher evaluation score.

• The vendor must be able to establish and maintain secure account controls to prevent unauthorized or improper use of MassWildlife-funded services.

• The vendor must have the capability to establish separate accounts, subaccounts, or other appropriate tracking mechanisms for individual programs, funding sources, or participating entities, as requested by MassWildlife.

Small Business Purchasing Program (SBPP) Participation While all businesses, no matter the size or principal place of business, may submit responses to this solicitation, should a Small Business Purchasing Program (SBPP) participant respond and meet the best value criteria as described in this solicitation, the SBPP participant shall be awarded the contract. SBPP participants must be marked as a SBPP-registered business in COMMBUYS. For more information, please visit mass.gov/SBPP.

Cost Services provided under this Contract will be driven by constituent demand. MassWildlife anticipates that annual expenditures will be less than $15,000. This estimate is provided for informational purposes only and does not constitute a guarantee of any minimum level of work, usage, or compensation under the Contract.

Number of Languages Additional points will be awarded to vendors who are able to provide interpretation and translation in languages other than the required 10 languages.

Hours of Operation Additional points will be awarded to vendors capable of providing on-demand interpretive services on evenings and weekends.

Bid Responses Bidders must submit all required documentation through COMMBUYS, including the attached Mandatory Bid Sheet with all pricing information and required information (see bid sheet template).

The bidder may choose to submit a proposal in substitution of the bid sheet; however, the bidder must include all required information requested in the bid sheet template.

Vendors will be required to sign a Scope of Work document upon award prior to the issuance of the Purchase Order through COMMBUYS. No work may commence until a final Scope of Work and Notice to Proceed has been issued.

https://www.mass.gov/SBPP

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Mandatory Bid Sheet

Instructions: Bidders may use this sheet or copy the mandatory categories into their bid proposal). Please ensure that all sections have been completed or your proposal may be rejected. MassWildlife may contact the bidder for clarification purposes if deemed necessary to perform an effective evaluation by MassWildlife staff.

Section I: Vendor Information

Company/Vendor Name:

Address:

Contact Name:

Email Address:

Phone Number:

MA Small Business Purchasing Program (SBPP) Participant? (Yes/No):

Section II: Interpretation and Translation Services Experience Please explain your experience with providing translation services in an on-demand capacity, both via telephone and in document form, and in what languages. Please note if you have experience providing interpretation and translation services for state agencies and/or experience with interpreting and/or translating science-, nature-, or outdoor-recreation-related content (ex. Species Names).

Section III: Languages Provide a list of foreign languages available for interpretation and translation (clearly identify services provided for each language):

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Language On-Demand Telephone

Interpretation

In-Person Interpretation

Remote (video)

Interpretation

Written Translation

Other/Notes

Spanish

Portuguese

Chinese (Mandarin)

Chinese (Cantonese)

Haitian Creole

French

Vietnamese

Russian

Arabic

Hindi

Italian

ASL (optional)

Add additional rows as needed or attach a separate document with your response.

Section IV: Hours of Operation Describe your firm’s standard hours of operation and its ability to provide on-demand interpretation services outside of those hours, including evenings, weekends, and holidays. Include any limitations, additional requirements, or differences in response times associated with after-hours services.

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Section V: On-demand Interpretation Services response time Describe your firm’s process for identifying and connecting a constituent with an appropriately qualified interpreter. Include the typical connection or wait time a constituent may experience before interpretation services are available.

Section VI: Analytics and Coordination Detail your firm’s process for monitoring performance and providing data and analytics to clients, and how you would propose coordinating efforts with MassWildlife staff to maximize effectiveness:

Section VII: Value Explain how your firm will ensure that MassWildlife receives the maximum value for its interpretation and translation-service dollars:

Section VIII: Security and Controls Describe your firm’s security and account-control processes for ensuring that MassWildlife-funded services are used only for authorized purposes and may be requested only by authorized MassWildlife personnel.

Section IX: Multiple Accounts Describe your firm’s process for distinguishing among eligible entities, programs, or funding sources when providing services, tracking usage, and issuing invoices. Include how separate accounts, subaccounts, billing codes, or other controls will be used to ensure that charges are accurately attributed to the appropriate entity or program:

Section X: Key Personnel Provide a list of key personnel who would be assigned to MassWildlife’s account with a summary of relevant experience (resumes may also be submitted by bidder but are not mandatory):

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Section XI: References Provide at least 3 references who can speak to your experience in offering interpretation and translation services, including strategic planning and results delivered to meet client’s goals (include contact name, company, email, and phone number):

Section XII: Pricing Attach a copy of your current Statewide Contract PRF88 price sheet for reference.

• Include the minimum number of hours for Interpretation Services (1 hour or 2 hours) including in-person, phone, and remote.

Section XIII: Additional Services (Value Added) Detail any additional services your firm provides not otherwise mentioned in your response.

Bid Responses