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The City of Santa Ana I Translation Services and Alternate Formats I RFP R2023-14 conference calls,and other similar type group sessions. Each service agent is able to answer and conduct calls in succession allowing for the minimization of hold times and idle periods between calls. IU's system allows its users to connect with an interpreter,of any language,within the shortest possible time and the highest call accounting accuracy. • Average speed of answering including queue time is 30 seconds. • 99.8%of incoming calls are answered within 1-2 seconds. • The following is the average and maximum connection time based on language. Connection time is defined by the time a user completes dialing the toll-free number to being connected to a live interpreter. Language Average Connection time Spanish 9.5 seconds Cantonese 12.3 seconds Mandarin 12.3 seconds Korean 11.8 seconds Telephone Interpretation Workflow The process detailed below is an outline of one common workflow used to ensure the interpretation needs and the customer care needs of our clients are met: Step 1: All clients will access the IU telephone interpretation system (accessible 24/7/365)using the toll- free number. Step 2: Users are greeted and requested to input their Customer Identification Number. Authorized personnel will be assigned a Customer Identification Number before services can be scheduled in order to ensure proper requestor, interpreter, language, and other information for call recordkeeping. All data is stored in IU Match Connect, our proprietary software management system. Step 3: After verification of the Customer Identification Number, depending on the client's need, the system will ask for the Personal Identification Number. This number will identify the specific user within each customer record. This authentication protocol allows IU to maintain an accurate account of all calls placed by a given user within the organization. Step 4: Once user authentication has been completed, the user will be asked to select or share the interpretation language and/or dialect desired. Step 5: Once the language has been selected, the representative or system will automatically dial and make its attempt to connect with the qualified language professional. Step 6: After the connection to the interpreter has been established, the session shall begin between parties. Upon completion, each side simply hangs up to disconnect the call.Should the client be interested in another session,he or she would just repeat the steps. iri interpretation ! (I:3 i _.1,0 i transportation i1 sign language 8943 Calliandra Pd,San Diego,CA 92126 / Phone 800.726.9891 / Fax 800.726.9822 Page 12 of 33