RFP 26-1165 - Schedule A - Statement of Work - Revised 030526.docx

Michigan.gov/MiProcurement Schedule A – Statement of Work Request for Proposal No. 260000001165 Statewide Interpretation and Translation This schedule identifies the anticipated requirements of any Contract resulting from this RFP. The term “Contractor” in this document refers to a bidder responding to this RFP, as well as the Contractor who is awarded the contract. The term “Bidder” is used to identify where specific responses to the RFP are required.

The Contractor must respond to each requirement or question and explain how it will fulfill each requirement. Attach any supplemental information and appropriately reference within your response.

IMPORTANT NOTE TO CONTRACTORS/BIDDERS: There are specific requirements for which acceptance must be simply acknowledged through a checkbox(es), and others that require further explanation. Click the appropriate checkbox and complete the entries as appropriate.

BACKGROUND

The State of Michigan is seeking proposals from qualified professional language service providers to deliver comprehensive language access services to support statewide initiatives. These services are essential to ensure compliance with Public Acts 241 and 242 of 2023, Government Policy 1660 and Procedure 1660.01. The State has increasing needs for translation and interpretation services for a variety of situations across the upper and lower peninsulas. The resulting contract(s) will enable State agencies to meet statutory obligations, improve equitable access for Limited English Proficient (LEP) individuals, and maintain high standards for accuracy, timeliness, accessibility, and confidentiality.

SCOPE

The Contractor must provide:

1. Interpretation Services: Simultaneous and Consecutive, Over-the-Phone Interpretation (OPI)/Voice over Internet Protocol (VoIP), Video Remote Interpretation (VRI), including Sign Language (SL) VRI for the Michigan Department of Corrections (MDOC), On-site/In-person interpretation, and Communication Access Real Time (CART)

2. Translation Services: Machine Translation Post-Editing (MTPE), Document Translation, Multifaceted Projects.

Services must cover a broad range of languages and relevant dialects, including but not limited to: Albanian, Amharic, Arabic (Modern Standard Arabic with support for regional spoken dialects, including but not limited to Iraqi, Sudanese , Egyptian, and Levantine), Bengali, Burmese, Cantonese (spoken), Chaldean, Dari, English, Farsi (Persian), French, German, Greek, Gujarati, Haitian Creole, Hindi, Hmong, Italian, Karen, Khmer, Kibembe, Kinyarwanda, Kirundi, Japanese, Korean, Lao, Malay, Mandarin Chinese (spoken), Nepali, Pashto, Polish, Portuguese, Punjabi, Romanian, Russian, Serbian, Simplified Chinese (written), Somali, Spanish (Latin American by default, European upon request), Swahili, Tamil, Telugu, Thai, Traditional Chinese, Twi, Ukrainian, Urdu, Vietnamese Contractor may provide optional sign language services for the languages specified above additionally.

Requirements General Requirements The Contractor must provide Deliverables/Services and staff and otherwise do all things necessary for or incidental to the performance of work for both interpretation and translation services, as set forth in this Contract. The requirements below apply to all services:

A. Unique Client ID Number The Contractor must provide a unique client ID number for each Division within a State Agency. This unique client ID must be included on all invoices to ensure State agencies receive correct invoices and each Division is appropriately invoiced.

B. Standard hours The Contractor must observe normal business hours Monday through Friday, from 7:00 AM ET to 7:00 PM ET. The exception would be for the Michigan Department of Corrections (MDOC), Michigan State Police (MSP), Michigan Department of Health & Human Services (MDHHS), Treasury, Michigan Gaming Control Board (MGCB), and other agencies as needed, requiring service 24 hours per day/7days per week/365 days per year.

C. Request Form or Format The Contractor must work with the Statewide Language Access Coordinator and/or designee(s) to produce a statewide request format within the Contractor platform or form in order to provide required reporting data. See Section 4.2 Reporting of this Schedule A, Statement of Work.

D. Service Volume The Contractor must be equipped to accommodate a large volume of calls for interpretation and be able to adjust for volume surges. The State call intake can fluctuate throughout a year.

List all exception(s):

Bidder must explain its ability to assign unique client ID numbers, support required service hours, implement a statewide request form/format within its platform, and how it handles fluctuating call volumes.

E. Service Availability Services must be provided across the entire State, including the Upper Peninsula. See the State of Michigan Prosperity Map and the attached Excel spreadsheet titled, Attachment 1 - Prosperity Regions – available services.xlsx. Contractor must note the on-site/in-person interpretation services available in each county, specifying the respective language/s and relevant dialect/s available.

F. Confirmation of Request The Contractor must provide confirmation of normal or after-hours requests within the next two business hours. The confirmation may be provided via message in a portal and/or via phone, fax, or email.

G. Quality and Compliance Standards The Contractor must

1. ensure interpreters hold certifications or have completed training specifically for medical, legal, and cultural competency

2. ensure translators must hold an American Translator Association certification (ATA certification) or equivalent

3. always comply with current state and federal regulations (e.g., Title VI, American with Disabilities Act (ADA), Meaningful Language Access to State Services Act (Act 241 of 2023), Statewide Meaningful Language Access Coordination Act (2023 PA 242), Administrative Guide to State Government Policy 1660 and Procedure 1660.01, etc.) and as they arise.

4. maintain full confidentiality and keep all information exchanged during services strictly confidential, in accordance with current State, Federal, and local laws and regulations

5. comply with ADA Requirements as stated in the Contract Terms and Schedule A – Statement of Work, Section 1.2 Specific Standards, ADA Compliance. Additionally, if the State provides a document in an accessible format, the document returned to the State must be returned as an accessible format.

6. comply with the Health Insurance Portability and Accountability Act (HIPAA), Exhibit 7 Safeguarding Contract Language of the IRS Publication 1075 (attached as Attachment 2 – Exhibit 7, Publication 1075 (Rev 11-2021).pdf), and Michigan Department of Treasury Safeguard Requirements of Confidential Tax Data (Disclosure Requests, Forms, and Information) mentioned but without detailed audit or enforcement mechanisms.

H. Reporting and Glossary The Contractor must provide all quarterly and annual reports according to Section 4.2 Reporting below and by request.

List all exception(s):

I. Customer Satisfaction Survey The Contractor will work in conjunction with the Statewide Language Access Coordinator and/or designee(s) to create a customer satisfaction survey.

The Contractor will provide both State users and public users with a customer satisfaction survey after services have been completed. This survey will measure feedback on the quality of services and suggestions for improvements.

The survey results must include:

1. Monthly performance dashboards including quality assurance (QA) results

2. Customer Satisfaction (CSAT) /NPS (Net Promoter Score) - compliance status

3. Quarterly trend analysis

4. Corrective action plans

List all exception(s):

Bidder must explain its customer satisfaction survey process and ability to provide the required customer satisfaction reporting.

Specific Service Requirements A. Interpretation Services Interpretation is the act of listening in the source language and verbally providing the same message with accuracy in another, target language while maintaining the meaning.

1. The Contractor must provide Simultaneous and Consecutive Interpretation

a. Simultaneous requires that the interpreter translate the spoken language into the target language in real-time, with a delay of just a few seconds. This will be used in, but not limited to, public meetings, conferences, and training. Simultaneous interpretation may require equipment (headsets, audio mixer, booth), as not to interrupt or interfere with the speaker, and must be offered on-site/in-person or video remote (e.g., Microsoft Teams or Zoom).

b. Consecutive requires that the interpreter listen in the source language, then pausing the speaker to provide the message in the target language. This allows the interpreter, without recording, to capture the full meaning of the source message before translating it. This will be used in, but not limited to, appointments, interviews, and hearings. Consecutive interpretation must be offered on-site/in-person, over the phone (OPI)/Voice over Internet Protocol (VoIP), or video remote (VRI).

2. The Contractor must provide interpretation services in at least the languages listed in the Scope, page 1 of this Schedule A – Statement of Work

3. Interpretation services will be needed statewide. The Contractor must note the on-site/in-person interpretation services available in each county, specifying the respective language(s) and relevant dialect(s) available. See the State of Michigan Prosperity Map and the attached Excel spreadsheet titled, Attachment 1 - Prosperity Regions – available services.xlsx.

List all exception(s):

Bidder must note the on-site/in-person interpretation services available in each county, specifying the respective language/s and relevant dialect/s available.

See the State of Michigan Prosperity Map and the attached Excel spreadsheet titled, Attachment 1 - Prosperity Regions – available services.xlsx.

4. Types of Interpretation Services:

a. Over-the-Phone Interpretation (OPI) / Voice over Internet Protocol (VoIP) The Contractor must be available for interpretation as identified below. Connection time between the Contractor and State agency must be within 1 minute.

1) Standard Requests The Contractor must provide OPI / VoIP interpretation services, per scheduling request, during normal business hours Monday through Friday, from 7:00 AM ET to 7:00 PM ET.

a) The State will submit standard requests no later than two business days prior to need.

b) The Contractor must provide confirmation of an OPI / VoIP interpretation assignment within 24 hours of the request.

2) On Demand Requests The Contractor must provide, as requested (not scheduled), OPI / VoIP services during normal business hours Monday through Friday, from 7:00 AM ET to 7:00 PM ET. On demand services must be provided within 1 minute of the initiation/request.

3) Urgent/Emergency (after hours)

a) The Contractor must provide after services normal business hours, 7days per week/365 days per year. Platform requirements

b) The Contractor must utilize platforms supported by computers with webcams, Apple and Android cellular phones including conference lines, mobile apps and/or VoIP (Voice over Internet Protocol) platforms

4) Quality standards (real-time connection) must adhere to the below requirements

a) Quality Standards The Contractor must ensure that the VoIP system will deliver consistently high‑quality voice performance by maintaining low latency, minimal jitter, and very low packet loss to support natural, uninterrupted communication.

Voice clarity must meet recognized benchmarks such as: Mean Opinion Score (MOS) of 4.0 or higher, with appropriate echo control and network quality-of-service mechanisms in place to prioritize audio traffic.

Overall, the system must provide stable, reliable, and intelligible voice transmission to ensure interpreters and participants can communicate effectively at all times.

b) Supported Devices

i. Desktops/ Laptops

(1) Operating System must be Windows 10 and later or macOS 10.14 and later

(2) Browsers must be Google Chrome, Microsoft Edge, Safari (latest supported versions).

ii. Mobile Devices must be

(1) iOS version 13.6 or higher

(2) Android version 8+ or higher

(3) able to support native apps or mobile browser clients; HD camera and headset/mic recommended

c) Integrate seamlessly with Microsoft Teams

List all exception(s):

Bidder must describe its ability to meet OPI/VoIP requirements and identify telephonic/remote applications utilized.

b. Video Remote Interpretation (VRI)

1) Standard Requests The Contractor must provide prescheduled VRI services during normal business hours Monday through Friday, from 7:00 AM ET to 7:00 PM ET

a) The State will submit standard requests not later than two business days prior to need.

b) The Contractor must provide confirmation of the assignment within 24 hours of the request.

2) On Demand

a) The Contractor must provide, as requested (not scheduled), VRI services during normal business hours Monday through Friday, from 7:00 AM ET to 7:00 PM ET.

b) On Demand services must be provided within 5 minutes of the initiation/request.

3) Urgent/Emergency Requests

a) Contractor must provide services after normal business hours, 7days per week/365 days per year.

b) Urgent/emergency services must be provided within 5 minutes of the initiation/request. Quality standards (HD video, real-time connection) must adhere to the below requirements

4) Quality Standards

a) The Contractor must provide real-time, full-motion video and audio without lag, choppy/blurry frames, or pauses. The video and audio must support smooth signing visibility including the face, arms, hands, fingers

a) The minimum resolution and frame rate must meet a minimum 720p at 30 fps; 1080p is preferred for larger screens and enhanced clarity

b) Supported Devices

i. Desktops/ Laptops

(1) Operating System must be Windows 10 and later or macOS 10.14 and later

(2) Browsers must be Google Chrome, Microsoft Edge, Safari (latest supported versions).

ii. Mobile Devices must be

(1) iOS version 13.6 or higher

(2) Android version 8+ or higher

(3) able to support native apps or mobile browser clients; HD camera and headset/mic recommended

c) Integrate seamlessly with Microsoft Teams

d) In addition to the State Digital Standards, cited in contract Terms and Conditions, audio/video will need to:

i. Provide live visual interpretation with camera layouts optimized for interpreters.

ii. Support live captions or transcription when available (for spoken-language sessions), with controls to enable/disable.

iii. Allow configurable interface language and font scaling for readability

List all exception(s):

Bidder must describe how above requirements will be provided.

c. Michigan Department of Corrections (MDOC) Specific: Proficiency Screening prior to Sign Language and/or Oral Transliteration Contractor must provide proficiency evaluation (in the form of a record or document) of the justice involved target audience, including probation, parole, and/or prisoner.

MDOC will require this evaluation prior to requesting Sign Language (SL) and/or Oral Transliteration (OL) services for the target audience.

List all exception(s):

Bidder must describe how above requirements will be provided, including a sample proficiency screening record/form. Include a sample of questions and/or process would be utilized to determine proficiency.

d. Michigan Department of Corrections (MDOC) Specific: Sign Language Video Remote Interpretation (SL VRI) Sign Language (SL) is a non-universal language that uses a combination of visual and manual modality or articulation to communicate. Combining Video Remote Interpretation (VRI) with SL allows for nonverbal remote communication via visual interpretation.

Because MDOC serves persons 24 hours, 7 days a week, 365 days a year, their needs for services are slightly different. There are no specified “normal business hours”. See Section 1.1.B. Standard Hours of this Schedule A – Statement of Work

1) Standard Requests The Contractor must provide regular, scheduled SL VRI services 24 hours a day, 7 days a week, 365 days per year

a) MDOC will submit standard requests not later than 36 hours prior to need.

b) The Contractor must provide confirmation of a VRI assignment within 8 hours of the request.

2) On Demand & Urgent/Emergency Requests There are times the MDOC will need SL VRI on demand. The Contractor must provide on demand services 24 hours per day/7days per week/365 days per year

a) MDOC will submit on demand service requests with less than 36 hours’ notice. Service must be immediately available.

3) Ability to Provide Sign Languages In addition to the required ASL appropriate certification for the communication being interpreted, other desired proficiencies, include Signed Exact English, Home Sign Language, Spanish Sign Language, British Sign Language and Sign Language Interventionist (SLI-assists with cognitively delayed signers).

4) The Contractor must provide certified, trained professionals, registered with State of Michigan Licensing and Regulatory Affairs (LARA), Qualified Interpreter Website

5) See Quality Standards of Section 1.2.A.4.b.4 of this Schedule A – Statement of Work for HD video, real-time connection requirements.

e. Michigan Department of Corrections (MDOC) Specific: Oral Transliteration Services (OT) Oral Transliteration Services are a supplemental aid, providing for deaf or hard of hearing that rely on speechreading, silently or audibly spoken in lip-readable speech as “expressive transliteration”, under ADA Title II/III. The Oral Transliterator must be trained professionally with National Interpreter Certification (NIC) or Certified Deaf Interpreter Certification (CDI). MDOC may request such services via Video Remote Interpretation (VRI) if an inmate:

· Cannot communicate without hearing aids

· Does not use Sign Language

· Can not read or write, and

· Cannot communicate through alternate staff or video technology

1) Standard Requests The Contractor must provide regular services 24 hours a day, 7 days a week, 365 days per year

a) MDOC will submit standard requests not later than 36 hours prior to need.

b) The Contractor must provide confirmation of a VRI assignment within 8 hours of the request.

2) On Demand Requests The Contractor must provide Oral Transliteration Services VRI on demand, 24 hours per day/7days per week/365 days per year.

a) MDOC will submit on demand service requests with less than 36 hours’ notice. Service must be immediately available.

b) See Quality Standards of Section 1.2.A.4.b.4 of this Schedule A – Statement of Work for HD video, real-time connection requirements.

List all exception(s):

Bidder must describe how above requirements will be provided.

f. On-Site/In-Person Interpretation

1) Standard Requests The Contractor must provide on-site interpretation services during normal business hours: Monday through Friday, from 7:00 AM ET to 7:00 PM ET

a) The State will submit standard requests no more than two business days prior to need.

b) The Contractor must provide confirmation of an on-site interpretation assignment within 24 hours of the request.

2) Urgent/Emergency Requests:

The Contractor must provide on-site/in-person interpretation services for situations in which the State might submit urgent/emergency requests with less than two business days’ notice, after hours, and/or on weekends/holidays.

3) Each request will identify the location and the language(s) that the services are needed

List all exception(s):

Bidder must describe how above requirements will be provided.

g. Communication Access Real Time (CART) These services are optional for State agencies to utilize. These would be scheduled or Standard Requests only.

1) The Contractor must provide CART Services. A certified captioner must log into a video conferencing platform that allows live human captioning and provides live captioning (audio to text conversion) that will appear on screen for anyone who turns on closed captioning through that platform. After the assignment, the captioner will provide a completed transcript upon request.

2) All CART interpreters must adhere to HIPAA compliance requirements. Captioners must sign a HIPAA addendum prior to beginning work.

3) Accessibility CART services must be available during normal business hours Monday through Friday, from 7:00 AM ET to 7:00 PM ET

4) Languages must include but are not limited to English, Spanish, and Arabic.

List all exception(s):

Bidder must describe how above requirements will be provided.

B. Translation Services The conversion of written communication from the source language into an equivalent written text in another, target language.

1. If the State provides any document in an accessible format, it must be returned as an accessible format.

2. The Contractor must perform quality assurance (QA) reviews of the translated documents to ensure accuracy, completeness, terminology, and cultural context (correct dialects for specified target audiences).

List all exception(s):

Bidder must explain its Quality Assurance program for Translation Services.

3. The Contractor must meet the below turnaround times:

a. Standard:

1) Up to 2,000 words must have a turnaround time of 1–2 business days

2) 2,001–5,000 words must have a turnaround time of 2–4 business days

3) 5,001–10,000 words must have a turnaround time of 4–6 business days

b. Expedited/ Rush Delivery:

1) > 500 words must have a turnaround time of within 24 business hours

2) ≤ 500 words must have a turnaround time of 1–2 hours

c. Multifaceted Projects (e.g. manuals, websites, multilingual media, etc.):

1) Add 1–2 business days to the Standard times above for formatting and internal Quality Assurance by the Contractor

2) For large volumes or complex content (> 10,000 words) the turnaround time must be 6–9 business days

List all exception(s):

Bidder must identify standards (normal and expedited) translation times for Projects that include manuals, websites, multilingual media:

Standard documents (legal, medical, forms, and text):

4. Services

a. Machine Translation Post-Editing (MTPE) MTPE is the process where professional human translators review and correct machine-generated translation output to ensure it meets specific quality, accuracy, and style requirements.

1) The State will provide the Contractor with a machine translated document, requiring the Contractor to review and edit for accuracy.

2) The Contractor must provide both marked up (redlined, corrected, noted) and clean versions of all content.

List all exception(s):

Bidder must describe how above requirements will be provided.

b. Document Translation Document translation is the replacement of written text from one language (source language) into an equivalent written text in another language (target language). All documents must be provided to the State in ADA accessible formats, including documents the State provides that are already accessible according to Schedule A – Statement of Work, Section 1.2 Specific Standards, ADA Compliance. The Contractor will not charge the State separately for providing accessible formats.

1) The Contractor must translate a variety of documents including legal, medical, forms, text, and translating pure text, among others.

2) The Contractor must translate and format files requiring more design including ensuring

a) content placement is correctly included

b) the document meets any formatting / desktop publishing requirements

3) Unless otherwise specified by the State, the Contractor must translate the entire document.

4) If the State requests translation or updates to only a portion of a document, the following applies:

a. If the Contractors editing or modifications require changes equal to or greater than 51% of a document, the Contractor will translate the entire document to ensure accuracy.

b. If the editing or modifications require changes to less than 51% of a document, the Contractor will make the changes only to the requested sections.

List all exception(s):

Bidder must describe how above requirements will be provided.

c. Multifaceted Projects Multifaceted Projects are more complex translation and formatting requests/assignments that may include manuals, digital content, or other materials requiring additional design, layout, or technical components.

Examples of this work include public-facing manuals/booklets, Multilingual Media Services, and websites or other digital content translation (e.g. voice overs, subtitling, dubbing, transcripts, etc.). Multifaceted projects may include websites not in the Michigan.gov Sitecore and possibly Michigan.gov websites. (Michigan.gov Sitecore sites are contracted to be in compliance for translation and ADA regulations via other means. The Contractor may or may not, therefore, be involved with Michigan.gov sites.)

1) The Contractor must ensure there is integration with content management systems

2) Maintenance and updates The requesting State agency will provide the Contractor with specifications for website/content translation requests

a) If editing or modifications require changes to greater than 51% of a website/content, the Contractor must translate the entirety of the website/content.

b) If editing or modifications require changes to less than 51% of a website/content, the Contractor will make the changes only to the requested sections.

3) The Contractor must provide both marked up (redlined, corrected, noted) and clean versions of all content.

List all exception(s):

Bidder must describe how above requirements will be provided.

Training The Contractor must provide the State training and reference guides for any service portal, service specific applications, and/or VRI and/or telephone platform. Training guides must be provided upon Contract execution and/or agency request. The Contractor must inform and respectively train the State if there are changes to their protocol(s) and /or services platforms.

Additionally, the Contractor must ensure its staff is current on the below training:

1. Onboarding for new interpreters and translators

2. Annual continuing education (10–20 CEUs) including cultural competency, terminology updates, and domain-specific training (legal, medical, corrections).

The Contractor must explain its training capabilities and any training that is included in its proposal.

List all exception(s):

Bidder must explain how it will provide State training according to the above requirements, including how the State will be notified and trained in the event of any changes.:

Bidder must explain its staff training capabilities and any additional training that they require.:

Specific Standards A. IT Policies, Standards and Procedures (PSP) The agency will use this section if necessary. When an IT component is identified as a part of the solicitation requirements, this section remains unless otherwise stated by DTMB Agency Services.

Contractors are advised that the State has methods, policies, standards and procedures that have been developed over the years. Contractors are expected to provide proposals that conform to State IT policies and standards. All services and products provided as a result of this RFP must comply with all applicable State IT policies and standards. Contractor is required to review all applicable links provided below and state compliance for the publicly available PSPs in their response. Non-public PSPs are available to bidders under NDA.

Public IT Policies, Standards and Procedures (PSP):

DTMB - IT Policies, Standards & Procedures (michigan.gov)

List all exception(s):

B. SOM Digital Standards All software items provided by the Contractor must adhere to the State of Michigan Application/Site Standards which can be found at SOM Digital Standards (https://www.michigan.gov/standards).

List all exception(s):

C. Mobile Responsiveness The Contractor’s Software must utilize responsive design practices to ensure the application is accessible via a mobile device.

List all exception(s):

Bidders must provide a list of all mobile devices that are compatible with the Software. Additionally, Bidder must provide a list of features that can be performed via a mobile device either in this response box or identified here as an attachment to this RFP labelled as Mobile Responsiveness.

D. ADA Compliance The State is required to comply with the Americans with Disabilities Act of 1990 (ADA) including its accessibility standard for websites, applications, content and documents. All Contract Activities created, provided, or made available by Contractor under this Contract in a digital format, including but not limited to, websites, applications, software, mobile applications, text, images, sounds, videos, controls, animations, links, and documents (including files in the following formats: PDF, word processing, presentation, and spreadsheet) must comply with the accessibility standards provided in the Digital Accessibility Standards, located at SOM Digital Standards (https://www.michigan.gov/standards).

Contractor must provide a description of conformance with the Digital Accessibility Standards by providing a completed Accessibility Conformance Report (ACR), such as an Information Technology Industry Council (ITIC) Voluntary Product Accessibility Template (VPAT®), or equivalent for the Solution. If the Solution is comprised of multiple products, an ACR or VPAT must be provided for each product. In addition to the ACRs, Contractors may include a verification of conformance certified by an industry-recognized third-party. If the Contractor is including any third-party products in the Solution, Contractor must obtain and provide the third-party ACRs or VPATs as well.

Each ACR or VPAT must state how the product meets the specifications. All “Not Applicable” (N/A) responses must be fully explained. Contractor must address each standard individually and with specificity; and clarify whether conformance is achieved throughout the entire product (for example – user functionality, administrator functionality, and reporting), or only in limited areas. A description of the evaluation methods used to support conformance claims, including, if applicable, any third-party testing, must be provided. For each product that does not fully conform to the Digital Accessibility Standards, Contractor must provide detailed information regarding the plan to achieve conformance, including timelines.

List all exception(s):

Bidder must explain how they will meet the above requirements:

User Type and Capacity

Contractor must be able to meet the expected number of concurrent Users listed above.

List all exception(s):

Bidder must explain how it will be able to support the expected number of concurrent Users. Bidder must also explain whether the Software can scale up or down without affecting performance:

Bidder must provide details regarding latency response time for (i.e., Generate Page Load, standardized reporting, ad hoc reporting):

The Bidder must identify what network connectivity or equipment will the State be required to have to meet the expected latency response time?

Access Control and Authentication The Contractor’s Software must implement identity federation with the State’s MiLogin IT Identity and Access Management (IAM) environment as described in the State of Michigan Administrative Guide (1340.00.020.08 Enterprise Identity and Access Management Services Standard)..

To support federation with the SOM MILogin Software, the Contractor’s Software must support SAML, OpenID or OAuth federated identity protocols.

Software running within the States internally managed IT environment may be suitable for integration with the State’s Active Directory services as identified in the 1340.00.020.08 standard.

List all exception(s):

Bidder must explain how they will meet the requirements for Access Control and Authentication:

End-User Operating Environment Contractor must accommodate the latest browser versions (including mobile browsers) as well as some pre-existing browsers. To ensure that users are able to access online services, Contractor must ensure applications and websites display and function accurately in, at minimum, the two most recent major versions of the following browsers, without reliance on special plugins or extensions:

1. Google Chrome

2. Microsoft Edge

3. Firefox

4. Safari Contractor must support the current and future State standard environment at no additional cost to the State.

List all exception(s):

Bidder must describe if it can comply with the current environment and how it intends to comply with any future changes to the user environment. And if not, describe what end user operating environment its Software supports:

Bidder must describe if it can support the original environment throughout the term of the contract:

Bidder must describe how it communicates changes to its roadmaps:

Bidder must identify any plug-ins necessary for the proposed Software to meet the system requirements of this request:

Bidder must describe how customers collaborate with your organization in the decision-making process for upgrades, maintenance, and change control:

Software Bidder must provide a detailed description of the Software to be provided under the resulting Contract including, but not limited to, a detailed description of the proposed Software (name, type, version, release number, etc.), its functionality, optional add-on modules, Contractor’s services and the Software ability to be rapidly configured or scaled as the State’s business or technical demands change. If Bidder is using any open source or third-party products in connection with the proposed Software the Bidder must identify these separately in its proposal (including identifying any associated cost in Schedule B - Pricing):

Hosting Contractor must maintain and operate a backup and disaster recovery plan to achieve a Recovery Point Objective (RPO) of 24 hours, and a Recovery Time Objective (RTO) of 24 hours.

List all exception(s):

Bidder must review the State’s standard Contractor Hosted Software and Services attached as Schedule D - Service Level Agreement for Hybrid Purchases. Bidder must note any exceptions to the Service Level Agreements (SLA) by redlining Schedule D - Service Level Agreement for Hybrid Purchases.

Bidder must include a copy of its Disaster Recovery Plan either in this response box or identified here as an attachment to this RFP labelled as Disaster Recovery plan.

Bidder’s Disaster Recovery Plan:

Required Functionality Relating to Data Retention, Disposal, and Retrieval The State has legal obligations to retain, dispose, and retrieve State Data along with obligations to manage and secure State Data. To meet these obligations, the Solution must allow the State to:

1) retain all data for the entire length of the Contract.

2) delete its data or request the deletion of its data, even data that may be stored offline or in backups.

3) transfer its data back to the State or to a new vendor or new solution.

4) transfer its data to the Archives of Michigan as may be required by a retention and disposal schedule.

5) retrieve data, even data that may be stored offline or in backups.

Except as otherwise stated in the Contract, Contractor will not dispose of, delete, or destroy State Data without the prior written approval of the State.

List all exception(s):

Bidder must review and explain how the data retention, disposal, and retrieval requirements will be met by the solution and describe its data management capabilities (storage limitations, duration, etc.). If the Solution does not allow the State to perform these activities itself, the bidder must explain how it will support the State’s compliance with these requirements.

Products and Services While applying the SUITE framework through its methodologies is required, SUITE was not designed to add layers of complexity to project execution. There should be no additional costs from the Bidder, since it is expected that they are already following industry best practices which are at least similar to those that form SUITE’s foundation.

SUITE’s companion templates are used to document project progress or deliverables. In some cases, Bidders may have in place their own set of templates for similar use. Because SUITE can be tailored to fit specific projects, project teams and State Program Managers may decide to use the Contractor’s provided templates, as long as they demonstrate fulfillment of the SUITE methodologies.

List all exception(s):

The Bidder is required to review DTMB - State Unified Information Technology Environment (SUITE)and demonstrate how each PMM/SEM requirement will be met. Bidders wishing to use their own documents must submit an example of the document that will be substituted. If the Bidder deems a document to be non-applicable, please provide reasons for the determination. The State reserves the right to give final approval of substituted documents and items marked as non-applicable.

Bidder must describe how they will meet the requirements set forth above and note any exceptions for successful implementation and ongoing support of the Software:

Acceptance Acceptance and Inspection The State will use the following criteria to determine acceptance of the Contract Activities:

The respective agency will review the services and provide feedback and/or edits. Community partners may be involved in the review to confirm that the resulting services are culturally appropriate. The Contractor will complete all remediation requests in the timeframe specified by the Agency. All deliverables must adhere to and comply with all current ADA requirements.

List all exception(s):

Final Acceptance The Program Manager will determine acceptance of the document translation deadlines to confirm they were met. The Contractor must provide a copy of the translated document to be reviewed to verify pricing as stated in this Contract. The document must be approved by the State’s Project Manager, verifying that the services were acceptably performed.

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Staffing Contractor Program Manager The Contractor must appoint one individual, specifically assigned to State of Michigan accounts, that will respond to State inquiries regarding the Contract Activities, answer questions related to ordering and delivery, etc. (the “Contractor Program Manager”, previously “Contractor Representative”).

The Contractor must notify the Contract Administrator at least 14 calendar days before removing or assigning a new Contractor Representative.

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Bidder must identify its Contractor Program Manager:

Contract Administrator The Contract Administrator for each party is the only person authorized to modify any terms of this Contract, and approve and execute any change under this Contract (each a “Contract Administrator”):

Colleen West 320 S Walnut Street, 2N Lansing, MI 48933 westc6@michigan.gov 517-730-8430 [Name] [Street Address] [City, State, Zip] [Email] [Phone]

Program Manager The Program Manager for each party will monitor and coordinate the day-to-day activities of the Contract (each a “Program Manager”):

Various by Agency

[Name] [Street Address] [City, State, Zip] [Email] [Phone]

Statewide Language Access Coordinator Guadalupe Ayala AyalaG@michigan.gov 517-512-5380

Customer Service Number The Contractor must specify its number for the State to contact the Contractor Program Manager. The Contractor Program Manager must be available for calls during the hours of 7:00 am ET to 7:00 pm ET.

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Bidder must identify its Customer Service Number:

Bidder must explain its escalation path to resolve issues with appropriate contact information including, but not limited to services issues, accounting issues, scheduling problems, etc. If there are different paths, identify them accordingly.

Contractor Staff, Roles, and Responsibilities A. The primary staff for this Contract will be the Language Interpreters and Translators.

The Contractor’s staff must be competent to communicate orally and in writing effectively in both English and their designated foreign language when communicating orally or written to customers. This competence must be guaranteed by the Contractor employing them and must be verifiable by standards acceptable in the field of interpretation and translation services.

B. This may involve professional certification, but at the very minimum, experience must involve completion of a comprehensive screening and training program by the Contractor that qualifies interpreters and translators for the job.

C. Language interpreters and translators must be sensitive to the culture associated with the language as they relay concepts and ideas between languages. They must thoroughly understand the subject matter in which they work so that they are able to convert information from one language (known as the source language) into another (the target language).

Key Personnel The Contractor must appoint at least one individual who will be directly responsible for the day-to-day operations of the Contract (“Key Personnel”). Key Personnel must be specifically assigned to the State account, be knowledgeable on the contractual requirements, and respond to State inquiries within 24 hours.

The State has the right to recommend and approve in writing the initial assignment, as well as any proposed reassignment or replacement, of any Key Personnel. Before assigning an individual to any Key Personnel position, Contractor will notify the State of the proposed assignment, introduce the individual to the State’s Project Manager, and provide the State with a resume and any other information about the individual reasonably requested by the State. The State reserves the right to interview the individual before granting written approval. In the event the State finds a proposed individual unacceptable, the State will provide a written explanation including reasonable detail outlining the reasons for the rejection. The State may require a 30-calendar day training period for replacement personnel.

Contractor will not remove any Key Personnel from their assigned roles on this Contract without the prior written consent of the State. The Contractor’s removal of Key Personnel without the prior written consent of the State is an unauthorized removal (“Unauthorized Removal”). An Unauthorized Removal does not include replacing Key Personnel for reasons beyond the reasonable control of Contractor, including illness, disability, leave of absence, personal emergency circumstances, resignation, or for cause termination of the Key Personnel’s employment. Any Unauthorized Removal may be considered by the State to be a material breach of this Contract, in respect of which the State may elect to terminate this Contract for cause under the Termination for Cause section of the Standard Contract Terms. It is further acknowledged that an Unauthorized Removal will interfere with the timely and proper completion of this Contract, to the loss and damage of the State, and that it would be impracticable and extremely difficult to fix the actual damage sustained by the State as a result of any Unauthorized Removal. Therefore, Contractor and the State agree that in the case of any Unauthorized Removal in respect of which the State does not elect to exercise its rights under Termination for Cause, Contractor will issue to the State the corresponding credits set forth below (each, an “Unauthorized Removal Credit”):

i. For the Unauthorized Removal of any Key Personnel designated in the applicable Statement of Work, the credit amount will be $5,000.00 per individual if Contractor identifies a replacement approved by the State and assigns the replacement to shadow the Key Personnel who is leaving for a period of at least 30-calendar days before the Key Personnel’s removal.

ii. If Contractor fails to assign a replacement to shadow the removed Key Personnel for at least 30-calendar days, in addition to the $5,000.00 credit specified above, Contractor will credit the State $166.67 per calendar day for each day of the 30-calendar day shadow period that the replacement Key Personnel does not shadow the removed Key Personnel, up to $5,000.00 maximum per individual. The total Unauthorized Removal Credits that may be assessed per Unauthorized Removal and failure to provide 30-calendar days of shadowing will not exceed $10,000.00 per individual.

Contractor acknowledges and agrees that each of the Unauthorized Removal Credits assessed above: (i) is a reasonable estimate of and compensation for the anticipated or actual harm to the State that may arise from the Unauthorized Removal, which would be impossible or very difficult to accurately estimate; and (ii) may, at the State’s option, be credited or set off against any fees or other charges payable to Contractor under this Contract.

The Contractor must identify the Key Personnel, indicate where they will be physically located, describe the functions they will perform, and provide current chronological résumés.

List all exception(s):

1. The Contractor must identify all Key Personnel that will be assigned to this contract in the table below which includes the following: Name and title of staff that will be designated as Key Personnel.

2. Key Personnel years of experience in the current classification.

3. Identify which of the required key personnel positions they are fulfilling.

4. Key Personnel’s roles and responsibilities, as they relate to this RFP, if the Contractor is successful in being awarded the Contract.