Telephone-Based Interpreter Services for State of New Mexico

1. NASPO VALUEPOINTTELEPHONE BASED INTERPRETER SERVICES LEAD STATE NEW MEXICO STATE PURCHASING DIVISION GENERAL SERVICES DEPARTMENT

2. Sourcing Team WashingtonFlorida Connie Stacy Joel Atkinson Huan Nguyen ConnecticutNew Mexico Pamela Anderson Angelica Lopez

3. Scope of Services • Services Available • “As Needed” over the phone interpreter services for customers and their clients who need immediate interpreter assistance 365-days a year/7-days a week/24-hours a day • Services are “as needed” – users are billed only for actual usage per minute rather than a preset amount • Exclusions • The Contract does not include VRI (video relay interpreting), in-person interpreting, sign language interpreting or document translation services.

4. Technical Requirements • Languages Must provide interpreter services for all languages listed in Attachment A of the Master Agreements • Billing and Reporting Required to submit monthly invoices detailing specific information for each call • Connection Requirements 95% of incoming calls must be answered within 5 seconds, and respond within 30 seconds of the client’s language being identified. • Above requirement changes if the mix of Spanish to all other languages is below 75%

5. Technical Requirements (cont’d) • Penalties • If interpreting services for Spanish, Russian, Somali, Vietnamese, Tagalog, Korean or Farsi* do not begin within 60 seconds of the client’s language being identified, the customer shall not be charged for any interpretation services provided for the duration of the call. • If any interpretation service request for Spanish, Russian, Somali, Vietnamese, Tagalog, Korean or Farsi* results in a customer being told “no interpreter is available,” the Contractor will be subject to a self-assessed penalty equal to the cost of the customer’s average interpreter call for the month in which the “no interpreter available” event occurs. These penalties will be assessed monthly and will be itemized and deducted from the appropriate monthly invoice total. *Languages above are the most frequently used overall

6. RFP Process • Release date: October 23, 2014 • Pre-proposal date: November 12, 2014 • RFP Amendments: Two • Closing date: December 18, 2014 • Proposals received: 12 • Master Agreements: 3 vendors awarded • Contract Term: March 4, 2015 – March 4, 2017 Not to exceed five (5) yrs total

7. Evaluation Criteria

8. Evaluation Criteria

9. Evaluation Criteria

10. Evaluation Criteria

11. Evaluation Results • Four finalists were selected based on a natural break in the scores, but one finalist failed the service test calls. • Awards were made to the remaining 3 finalists.

12. Comparison of Awardees

13. Vendor Industry Specific Experience (Quotes pulled from vendor proposals)

14. Changes from Previous Contracts • Services and technical requirements remain the same, but the following change was made to the “Equipment and Facility” requirements: Interpreter services for the most frequently used languages must be performed within the United States from a professional facility or a professional home-based office with limited background noise and no interruption. Interpreter services for the least frequently used languages may be performed outside of the United States and/or from a professional home-based office with limited background noise and no interruption only in cases where an interpreter from the United States or a professional facility is unavailable. “Most frequently used languages” means the top ten frequently used languages within each Participating State to be identified on each state’s Participating Addendum

15. Changes from Previous Contracts cont’d Optional pricing and equipment now included.

16. Getting Started • Select a vendor • Complete Participating Addendum Process • Vendor will work with each state to establish/switch over accounts • Vendor will provide instructional materials and informational materials at no cost throughout the term of the contract. • Sample posters must be provided by vendor for approval and possible editing to suit local language needs

17. Participating Addendum Process

18. PA Process All 50 states and The District of Columbia have executed the NASPO Cooperative MOA, allowing them to be eligible to use any NASPO ValuePoint cooperative Master Agreement

19. Participation Three Options for Participation State signs a Participating Addenda for entire state Every legally eligible entity in the state can participate State signs a Participating Addenda for non state entities Every legally eligible entity that is not a STATE agency can participate State does not sign a Participating Addenda Political subdivisions wishing to participate may contact the NASPO ValuePoint Cooperative Development Coordinator (CDT) who will contact the STATE CHIEF PROCUREMENT OFFICIAL asking for approval for that entity to sign their own Participating Addendum. Entities may be given approval on an individual basis or State CPO may give approval to all entities within the state to execute their own Participating Addendums.

20. Participation Opportunity #1 • Step by Step: • Participating Addendum templates are available on each Master Agreement page on http://www.naspovaluepoint.org/#/home/contracts • States may have submitted Intents to Participate during solicitation, this will provide the information for contractors to contact states interested in signing a Participating Addendum. • States may also contact contractors directly to begin Participating Addendum process. • State Chief Procurement Officials (or designated representative) will be the signatory on the Participating Addendum. They will also be the CDT point of contact throughout the process. • State completes the draft Participating Addendum for each contractor and then forwards the draft to the contractor. Negotiations will be handled directly between state and contractor. Upon agreement, the state sends a final copy of Participating Addendum to the contractor for signature. • Contractor signs Participating Addendum and sends back to state for signature. • State sends fully executed copy to both contractor and NASPO ValuePoint at • PA@naspovaluepoint.org • Executed Participating Addendum will be maintained in a repository.

21. Participation Opportunity #2 • Step by Step: Same Process as Opportunity #1 • Participating Addendum templates are available on each Master Agreement page on http://www.naspovaluepoint.org/#/home/contracts • States may have submitted Intents to Participate during solicitation, this will provide the information for contractors to contact states interested in signing a Participating Addendum. • States may also contact contractors directly to begin Participating Addendum process. • State Chief Procurement Officials (or designated representative) will be the signatory on the Participating Addendum. They will also be CDT point of contact throughout the process. • State completes the draft Participating Addendum for each contractor and then forwards the draft to the contractor. Negotiations will be handled directly between state and contractor. Upon agreement, the state sends a final copy of Participating Addendum to the contractor for signature. • Contractor signs Participating Addendum and sends back to state for signature. • State sends fully executed copy to both contractor and CDT at PA@naspovaluepoint.org • Executed Participating Addendum will be maintained in a repository.

22. Participation Opportunity #3 Step by Step: Participating Addendum templates are available on each Master Agreement page on http://www.naspovaluepoint.org/#/home/contracts An email request should be sent to PA@naspovaluepoint.orgfrom entity (email may also be sent from contractor). The email needs to provide the following details: main point of contact from entity, full name of entity, phone number, email address and physical address. CDT will email State Chief Procurement Officer requesting approval for the entity to execute a Participating Addendum. CDT will email both contractor and entity with the permission from Chief Procurement Official to proceed to complete the Participating Addendum. Entity completes the draft Participating Addendum for contractor and then forwards the draft to the contractor. Negotiations will be handled directly between entity and contractor. Upon agreement, the entity sends a final copy of Participating Addendum to the contractor for signature. Contractor signs Participating Addendum and sends back to entity for signature . Entity sends fully executed copy to both contractor and CDT at PA@naspovaluepoint.org Executed Participating Addendum will be maintained in a repository.

23. PA Process Flow Chart

24. Sample PA’s are located on the NASPO ValuePoint Website under each master agreement portfolio. Executed Participating Addendum will be maintained on http://www.naspovaluepoint.org/#/home/contracts and in a repository. Participating states and entities will be identified on the map of the USA on each Master Agreement page on http://www.naspovaluepoint.org/#/home/contracts Contractors are encouraged to create and maintain state and/or entity specific web pages on their main Master Agreement website. Final Steps

25. MASTER AGREEMENT The Master Agreements and Participating Addendum forms can be found on the NASPO ValuePoint website at: http://naspovaluepoint.org/#/contract-details/59/overview/general Or at the State of New Mexico’s State Purchasing website at the following location: http://www.generalservices.state.nm.us/statepurchasing/Statewide_Price_Agreements.aspx

26. Lead State Contact Information Angelica Lopez State of New Mexico General Services Department State Purchasing Division (505) 827-0425 Angelica.Lopez@state.nm.us

27. Thank You Please let NASPO ValuePoint know if we can be of any assistance: Tim Hay, NASPO ValuePoint Cooperative Development Coordinator THay@NASPOValuePoint.org (503) 428-5705 * NASPO ValuePoint Point of Contact for these Master Agreements.