Telephone Interpreter Services

The New Hampshire Department of Employment Security (NHES) is seeking proposals for comprehensive telephone and video remote interpreting (VRI) services across multiple county jurisdictions including Coos, Merrimack, Sullivan Counties, and Concord City. The Request for Proposal (RFP) #NHES 2024-04 requires a vendor capable of providing interpretation services in over 200 languages and dialects, including American Sign Language, with interpreters experienced in legal terminology. The contract will be a three-year term with an optional one-year extension, delivering services 24/7 through a pin code tracking system with monthly invoicing. Proposals are due on May 10, 2024, with the evaluation criteria focusing on relevant experience, vendor qualifications, staffing abilities, and references, totaling 100 technical points. The technical proposal will be scored across categories including vendor team capabilities, overall qualifications, and client references, with specific emphasis on public sector experience. Key deliverables include remote interpretation services accessible via telephone and video platforms, with services to be provided for NHES facilities statewide and off-site as needed.

The procurement will be awarded on a non-exclusive basis, allowing NHES to retain multiple contractors if necessary. The incumbent vendor is currently Propio LS, LLC, and the new contract is anticipated to start July 1, 2024. While specific set-aside designations are not explicitly detailed, vendors must comply with state and federal contracting requirements including non-discrimination provisions. The RFP indicates pricing will be evaluated on a per-minute basis for different language services during business hours, nights, weekends, and holidays. Although a specific contract value is not specified, the document references a "Not to Exceed" contract price that will be based on the selected vendor's cost proposal. Vendors will be required to provide separate pricing for court-certified interpreters, which are only required in limited circumstances. The procurement allows for offshore interpreters but emphasizes the use of the vendor's proprietary platform rather than public platforms like Zoom or Teams.