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The City of Santa Ana I Translation Services and Alternate Formats l RFP 42023-14 <br />f -1 <br />IU Group will provide the city with an exclusive toll -free number. Each department, facility, or specified <br />Agency entity will receive a unique Customer ID. With the toll -free number and the Customer ID, the <br />Agency is ready to access an interpreter, 24 hours a day, 7 days a week. The IU Telephone Interpretation <br />system is designed to automate all facets of an incoming interpretation call. Upon each call, the answering <br />operator will obtain specific caller information. IU Match Connect, IU Group's proprietary software <br />system, allows our operators to connect callers with requested interpreters, in addition full Client <br />Relations Management. Interpreters are selected based on contract specifications, and furthermore, <br />specific interpreters can be requested based on gender and previous use to ensure interpreting <br />consistency — all within seconds. IU Match Connect maintains extensive records by client representative, <br />limited 'English speaker and facility — all of which can be accessed securely online. <br />Interpreters Unlimited only approves requests for interpretation from persons authorized by the <br />customer. These individuals, or agencies, are assigned individual identification numbers to track calls and <br />requests made by a given entity. Ill works with all clients to assign points of contact to in order streamline <br />the request of services, provide accurate reporting, and create a consistent rapport with such designators <br />in the case of question, concern, or modification that may arise during the life of contract. <br />Translation Services <br />Interpreters Unlimited starts with a comprehensive needs assessment, understanding client requirements <br />and content specifics. We then select the most qualified linguists for translation, employing our rigorous <br />editing and proofreading phase for accuracy. Quality assurance processes, including technology tools and <br />human reviews, ensure industry -standard compliance. <br />For alternate formats, such as audio, Braille, or large print, IU conducts thorough testing to guarantee <br />accessibility and quality. Client involvement in the (review process ensures satisfaction and allows for <br />necessary revisions. Continuous improvement through feedback mechanisms plays a crucial role in <br />refining IU's translation services. <br />Project Management <br />IU works with a large pool of translators with various subject matter and language expertise including but <br />not limited to the languages indicated. All drafts and submitted work are susceptible to third party review, <br />whether it by a representative of the client, an IU project/contract manager, or a member of IU's team of <br />Senior Language Experts. <br />All document translation is done word -by -word, meaning -for -meaning, and follows the process outlined <br />below. However, part of the proofing and editing process is to make sure any "word for word" translation <br />still captures the relevant content and is culturally and topically appropriate. Please note that IU verifies <br />the qualifications of any translators working on a given project hosed on the needs of the assignment. <br />Project Delivery <br />No matter what the project is, Interpreters Unlimited will produce a quality translation within the advised <br />time frame. Interpreters Unlimited guarantees project delivery dates. Should any translation request <br />1 interpretation translationI, transpertaticn �J -sign language <br />8943 Callinndra Rd, San Diego. CA 92126 / Phone 900.726.9891 / Fax 80072698.22 <br />Page 13 of 33 <br />