Laserfiche WebLink
4 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 />