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ACCENT ON <br /> LANGUAGES <br /> • Accent can provide any other reports upon request (monthly billing, over the phone <br /> usage reporting, etc.) <br /> Measurable outcomes <br /> • Interpretation Services: <br /> o Fulfillment Rate: Achieve a 90% or higher completion rate for interpretation <br /> assignments. <br /> o Client Feedback Score: Maintain an average client satisfaction score of 4.5 out of <br /> 5 based on feedback. <br /> • Translation Services: <br /> o Delivery Timeliness: <br /> ■ Early Deliveries: Aim for 10% of translation projects completed ahead of <br /> the deadline. <br /> ■ On-time Deliveries: Ensure 90% of translations are delivered on the <br /> agreed-upon schedule. <br /> ■ Late Deliveries: Strive for less than 5%of translations to be delivered after <br /> the deadline. <br /> o Translation Quality: <br /> ■ Accuracy: Maintain an accuracy rate of 98% or higher in translated <br /> content. <br /> ■ Consistency: Achieve a consistency rating of 95% or above for <br /> terminology and style. <br /> ■ Client Satisfaction: Maintain an average client satisfaction score of 4.5 out <br /> of 5 based on feedback. <br /> • Overall Services: <br /> o Complaint Resolution Time: Resolve client complaints within 48 hours, aiming for <br /> a 90% resolution rate within this timeframe. <br /> o Customer Retention Rate: Achieve a customer retention rate of 90% or higher <br /> based on annual renewals. <br /> o Cost Efficiency: Maintain an average cost efficiency improvement of 5%annually <br /> through process optimization. <br /> This Implementation Plan and Schedule reflect our commitment to proactive collaboration, <br /> ongoing and continuous improvement. We welcome the opportunity to discuss further and <br /> refine this plan based on the City's specific expectations and aspirations for the renewed <br /> contract. <br /> Accent on Languages Response 24-022A 25 <br /> Volume I-SOQ <br />