Response to Offeror Questions document.pdf

Response to Questions

RFP#25RFP16046

Would the State be able to provide a more detailed breakdown of usage by service type (In-

Person, Over-the-Phone, Video Remote)?

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

The current contract and vendor information is available on OpenSD.gov https://open.sd.gov/contractsDocShow.aspx?DocID=4193-696-002+24+

Service Units Rate Effective Date Minimum Increment

In-person (Onsite) Minutes $2.50 08/01/2023 120 60

In-person (Onsite) Minutes $1.25 08/01/2023 120 60

In-person (Onsite) Minutes $1.42 08/01/2023 120 60

Mileage Reimbursement Miles $0.70 01/01/2025 0 1

Phone (OPI) Minutes $1.00 08/01/2023 0 1 https://open.sd.gov/contractsDocShow.aspx?DocID=4193-696-002+24

SPI (Scheduled Phone Interpretation) $0.75 08/01/2023 1 1

SPI (Scheduled Phone Interpretation) $1.00 08/01/2023 1 1

Video (VRI) Minutes $1.75 08/01/2023 1 1

VPI (Zoom, Teams, etc.) $1.75 08/01/2023 60 30

VPI (Zoom, Teams, etc.) $1.50 08/01/2023 60 30

VPI (Zoom, Teams, etc.) $1.75 08/01/2023 60 30

Regarding proposal submissions, are vendors able to send via encrypted email?

No, proposals submitted via encrypted e-mail will not be accepted. Offerors must provide a secure location where the State can electronically download the Offeror’s proposal(s). The secure location should be sent to Katelyn Hump as the point of contact. This secure location can be a SFTP site, an encrypted FTP site or a webpage using SSL if files are only downloaded and nothing has to be uploaded.

How are services currently scheduled (method) for Onsite Interpretation requests?

Services are schedule via phone call or through the vendor’s online platform.

Please provide the business hours for which services will need to be available.

At a minimum, services must be available between 8AM and 6 PM CST.

Is this a single vendor? Or Multiple vendor award?

The State will consider multiple vendors.

Does the vendor need to be local? or are out-f-State vendors welcome to participate?

Out of State vendors are welcome to respond.

When is the anticipated contract start date?

The contract start date is negotiable. The current vendor’s contract expires on 5/31/2026. The contract start date will need to include time for planning to ensure the service provision may begin by 6/1/2026.

Under Remote Interpretation services, are you considering Over-the-Phone as an option, especially for the intake and referral phone line? Or just Video Remote Interpretation?

Over-the-Phone Interpretation is allowable for the remote option.

Will responses from vendors who are only bidding on one of the two components be considered?

Yes

Will any other services beyond components now [one] and two be required? For example, document translation, website localization, or training for bilingual staff.

No, additional components are not required; however, offerors are encouraged to include information regarding additional services available in their proposal.

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

In previous projects with a similar scope, we have worked with vendors on challenges with occasional dialect differences, understanding wait times and refining billing and reporting processes for efficiency and accuracy. We share these points to highlight opportunities for continuous improvement and to ensure strong service delivery for participants.

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

No, equipment has not been provided for on-site simultaneous interpretation.

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

The vendor would not be expected to accommodate onsite visit requests with less than two days advance notice. 100% of requests for remote interpretation are expected to be accommodated on demand.

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

There is not a specific budget allocated to this contract.

Can you please provide the scoring weight or percentage assigned to each evaluation criterion listed in Section 6.1?

The RFP indicates that “availability to the project locale” and “familiarity with the project locale” will be evaluated. We understand how these elements are critical for Component Two

(In‑Person Services) but may be less relevant for vendors bidding only on Component One

(Remote Interpreter Services). Will the State adjust the scoring or remove these criteria for vendors proposing only remote services?

These criteria are statutorily required and therefore cannot be removed or adjusted.

Will the State accept minimum fees?

The State prefers proposals with a flat monthly rate; however, the State will consider all proposals, including those with minimum fees.

Section 5.2.4 states that cost will be evaluated separately from the technical proposal. Should the cost proposal be submitted as a separate, clearly marked file, or included in the same electronic proposal package but in a distinct section?

The State prefers the cost proposal be submitted in a separate, clearly marked file.

Section 1.4 specifies that proposals must be provided via a secure location for State download (e.g., SFTP, encrypted FTP, SSL webpage). Will the State accept secure file transfer services such as WeTransfer (Pro/Encrypted)?

Yes, the State accepts secure file transfers through secure transfer services.

How many unscheduled (on-demand) contacts did LTSS have for the past two contract years?

How many are anticipated for the upcoming contract year?

Please see updated language summary chart. The need for interpreter services varies depending on the population served and their interpretation needs. The State does not anticipate any substantial changes in the upcoming contract year.

Will travel time or travel-related costs be considered or reimbursed separately under the fixed-rate model?

Travel related costs are anticipated to be minimal due to the limited number of onsite visits that are approved; therefore, travel costs should be accounted for in the fixed-rate model.

What are your expectations regarding account management and reporting? Monthly usage reports? SLA compliance?

Expectations for account management will be determined based on the specifics outlined in the offeror’s proposal and cost submission. However, at a minimum, monthly usage reports are expected to include the following details:

• Provider agency requesting the service

• Name of agency staff who requested the service

• Unique participant identifiers

• Interpreter’s name

• Language provided

• Total minutes of service delivered

In addition, SLA compliance reporting must include, at a minimum:

• Number of fulfilled and unfulfilled requests

• Connection times

• Details regarding complaint resolution

How often do participants request the same interpreter, and is there a formal mechanism for tracking preferences?

The State does not track this data point. The vendor will need to have a process in place for tracking preferences.

Does the State require call recordings for QA purposes? If so, how long must they be retained?

Call recording is encouraged for QA purposes; however, the State does not require them.

Is the State okay with the use of highly vetted 1099 contractors to complete the interpretation work, or is it a requirement that all interpreters be W2 employees of the contractor?

Yes, the State allows subcontractors. Please refer to the subcontractors provisions in the base contract clauses included in the RFP.

How are unscheduled (on-demand) services currently being provided?

Currently, all unscheduled (on-demand) services are provided by phone or through connecting via an online application hosted by the vendor.

How are scheduled services currently being provided?

Scheduled Services are scheduled via phone call or through the vendor’s online platform and are primarily provided by phone.

How long has your average wait time been for connecting to an interpreter?

This data is not readily available.