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4 ACCENT ON <br />LANGUAGES <br />The call platform allows us to maintain accurate records of all call connection times. Any <br />instances where interpretation did not begin within forty-five (45) seconds or where no <br />interpreter is available will be identified. On a monthly basis, these calls will be itemized and <br />deducted from the monthly invoice total with the amount deducted reflected on the invoice. If <br />an agency staff member is presented with a situation where the caller cannot be directed to the <br />cards or is unable to read and respond to them, the staff person can always choose to connect <br />directly to a Customer Service Assistant. The Assistants take the following steps to identify a <br />caller's language: <br />• The assistant will attempt to identify a commonly understood language (e.g. Spanish, <br />French, Arabic) using standardized prompts. <br />• If a common language can be identified, they will use standardized prompts to <br />determine the place of origin including the hometown. <br />• From this information, assistants can identify the most likely languages spoken and <br />prompt the caller to respond in the affirmative when the language is identified. <br />Translation Services <br />At Accent, translation is a progression of steps culminating in a product that is complete, <br />technically accurate, free of grammatical errors, and reflective of standard, idiomatic usage of <br />the target language, while preserving the intent and emphasis of the original text. To <br />accomplish this objective, Accent applies a thorough procedure to all written translation <br />services. The following graphic summarizes Accent's translation process workflow that will be <br />applied to the translation of any materials provided to us by the City, in compliance with all the <br />City's requirements specified in the Scope of Work. <br />STANDARD TRANSLATION PROJECT WORKFLOW <br />Client 'I L' <br />o-.....n 2 o- -- -,Proect 3 <br />RequestiExecution <br />. Client sends a request for <br />servic e a ndlor est ima t e <br />• PM analysis of the scope <br />• PM provides quote to client <br />• Once approved, we proceed to <br />Phasa 2 - Project Kickoff <br />. PMs eslabiish project scope and <br />�""""""""`""- requirements, timeline, <br />glossaries, style guides, <br />applicable taolslfer mats <br />. PM define and ass amble teams <br />o------' of linguists and OTPer <br />Final Delivery <br />• Final rev law of target }Iles <br />• 5SIBIAOA report if a ppllcable <br />• Implement additional changes, If <br />necessary <br />• peliverthe riles hesedon client <br />requlramems <br />i <br />----------- . Translation <br />• Editing <br />• OTP & Section 5081ACIA <br />• qA & L4A <br />• Proofreading <br />o------, 5 <br />. C l l ant may provide feedbac k o h our t re nsl atinn <br />------------ • reilow the client review work} low <br />. All ch anges are impleme n t ad <br />• Update our TM and TB <br />• Rs -submission o l the }Ilea <br />• Improve Ilnqu Istr performance by providing Seedback end <br />- ----- u s p e ciie lnsl ruc l loes l or lu tun requests <br />Accent on Languages Response 24-022A 9 <br />Volume I - SOQ <br />