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ACCENT ON LANGUAGES The call platform allows us to maintain accurate records of all call connection times. Any instances where interpretation did not begin within forty-five (45) seconds or where no interpreter is available will be identified. On a monthly basis, these calls will be itemized and deducted from the monthly invoice total with the amount deducted reflected on the invoice. If an agency staff member is presented with a situation where the caller cannot be directed to the cards or is unable to read and respond to them, the staff person can always choose to connect directly to a Customer Service Assistant. The Assistants take the following steps to identify a caller's language: • The assistant will attempt to identify a commonly understood language (e.g. Spanish, French, Arabic) using standardized prompts. • If a common language can be identified, they will use standardized prompts to determine the place of origin including the hometown. • From this information, assistants can identify the most likely languages spoken and prompt the caller to respond in the affirmative when the language is identified. Translation Services At Accent, translation is a progression of steps culminating in a product that is complete, technically accurate, free of grammatical errors, and reflective of standard, idiomatic usage of the target language, while preserving the intent and emphasis of the original text. To accomplish this objective, Accent applies a thorough procedure to all written translation services. The following graphic summarizes Accent's translation process workflow that will be applied to the translation of any materials provided to us by the City, in compliance with all the City's requirements specified in the Scope of Work. STANDARD TRANSLATION PROJECT WORKFLOW Client 1 o- i Project Kickoff 2 o- Project 3 Request Execution •Client sends a request for •PMs establish project scope and • Translation service and/or estimate requirements.timeline, • Editing •PM analysis of the scope glossaries,style guides, • DTP 8 Section 508/ADA •PM provides quote to client applicable tools/formats • OA 8 LOA •Once approved,we proceed to •PMs define and assemble teams Phase 2-Project Kickoff o- of linguists and DTPer o- • Proofreading Final Delivery 4 o- T Client Review and 5 Feedback •Final review of target tiles •Client may provide feedback on our translation •508/A0A report if applicable •Follow the client review workflow • Implement additional changes,if •All changes are implemented necessary •Update our TM and TO •Re-submission of the files •Deliver the files based on client requirements o• •Improve linguists'performance by providing feedback and specific instructions for future requests Accent on Languages Response 24-022A 9 Volume I-SOQ