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City of Santa Ana I Translation and Interpretation Services I RFP No.24-022A br_ Response Times IU guarantees a live answer 24/7/365. In addition,all scheduling information will be viewable at any time by logging into IU Match Connect, Interpreters Unlimited's proprietary online appointment system. We have processes in place to faciliate routine, expedited, and critical on-site interpretation which include confirmation emails and alert systems for our schedulers and interpreters. Our scheduling team is available 24/7/365. Requests regarding service related inquiries, incidents,and requests submitted by an Authorized user are responded to within 24 hours after initial contact unless it is a priority level requests. Calls and email support are available 24/7/365. Additionally, we have a roster of interpreters available for emergency purposes 24/7/365 key threshold languages as referenced in the RFP. For any urgent requests clients may either call our main line at any time of the day on any holiday,weekend,etc,or send in a request via IU Match Connect.Our scheduling team will immediately send out an automated request and call interpreters on our roster. On-demand telephonic and video requests may be fulfilled in 30 seconds or less. We know two of the greatest pain points our customers have faced in the past (and continue to face) is either lack of availability or no shows.That is why we have built our Performance Guarantees which extends beyond on-site interpreting to also include telephonic video remote interpreting,and written translations. • Onsite Interpretation: If a confirmed interpreter is more than 30 minutes late or does not show, the next 2 hours are free. • VRI: If an interpreter does not connect within 90 seconds,your next 15 minutes are free. • OPI: If an interpreter does not connect within 60 seconds,your next 15 minutes are free. • Document Translation: If your document is not delivered by the deadline committed,your next 1,000 words of translation are free. All scheduling information will be viewable at any time by logging into IU Match Connect—IU's proprietary online appointment system and client portal. IU Match Connect, allows clients to manage all aspects of service requests for interpretation. Here are the benefits of the program: Enter appointments at convenience,saving time spent calling in. • View appointment history,regardless of if method of entry (phone,fax or web),allowing you to gather valuable patient trends to maximize your services. • See LEP/client history, sorted by LEP/client, which will assist in interpreter scheduling and assignment grouping, saving money. Ability to authorize appointments,saving the time needed to call. Visibility of all assignments, by all users,allowing management reporting needs. Our New Smartphone App IU Connect Pro can request and track interpreters in real-time. It provides automated scheduling 24/7/365. Clients can access the app online, allowing them to schedule interpretation services conveniently from anywhere,at any time.The system will automatically work to match your assignment with an interpreter within minutes. Schedule & Availability IU currently handles multiple major nationwide contracts for language services.We are able to scale and manage this effectively and efficiently by using our robust new proprietary software system that uses an interpretation BCD ir ,t•o• ill transportation i sign language 8943 Calliandra Rd,San Diego,CA 92126 / Phone 800.726.9891 1 Fax 800.726.9822 Page 6 of 33