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The City of Santa Ana I Translation Services and Alternate Formats I RFP#2023-14 • IU Group will provide the city with an exclusive toll-free number. Each department,facility, or specified Agency entity will receive a unique Customer ID. With the toll-free number and the Customer ID, the Agency is ready to access an interpreter,24 hours a day,7 days a week.The IU Telephone Interpretation system is designed to automate all facets of an incoming interpretation call.Upon each call,the answering operator will obtain specific caller information. IU Match Connect, IU Group's proprietary software system, allows our operators to connect callers with requested interpreters, in addition full Client Relations Management. Interpreters are selected based on contract specifications, and furthermore, specific interpreters can be requested based on gender and previous use to ensure interpreting consistency—all within seconds. IU Match Connect maintains extensive records by client representative, limited English speaker and facility—all of which can be accessed securely online. Interpreters Unlimited only approves requests for interpretation from persons authorized by the customer.These individuals,or agencies,are assigned individual identification numbers to track calls and requests made by a given entity.IU works with all clients to assign points of contact to in order streamline the request of services,provide accurate reporting,and create a consistent rapport with such designators in the case of question,concern,or modification that may arise during the life of a contract. Translation Services Interpreters Unlimited starts with a comprehensive needs assessment,understanding client requirements and content specifics.We then select the most qualified linguists for translation, employing our rigorous editing and proofreading phase for accuracy.Quality assurance processes, including technology tools and human reviews, ensure industry-standard compliance. For alternate formats, such as audio, Braille, or large print, 1U conducts thorough testing to guarantee accessibility and quality. Client involvement in the review process ensures satisfaction and allows for necessary revisions. Continuous improvement through feedback mechanisms plays a crucial role in refining IU's translation services. Project Management IU works with a large pool of translators with various subject matter and language expertise including but not limited to the languages indicated.All drafts and submitted work are susceptible to third party review, whether it by a representative of the client,an IU project/contract manager,or a member of IU's team of Senior Language Experts. All document translation is done word-by-word, meaning-for-meaning, and follows the process outlined below. However,part of the proofing and editing process is to make sure any"word for word"translation still captures the relevant content and is culturally and topically appropriate. Please note that IU verifies the qualifications of any translators working on a given project based on the needs of the assignment. Project Delivery No matter what the project is,Interpreters Unlimited will produce a quality translation within the advised time frame. Interpreters Unlimited guarantees project delivery dates. Should any translation request ill interpretation tra i atian transportation iilsign language 8943 Calliandra Rd,San Diego,CA 92126 / Phone 800.726.9891 / Fax 800.726.9822 Page 13 of 33