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●Accent can provide any other reports upon request (monthly billing, over the phone <br />usage reporting, etc.) <br />Measurable outcomes <br />●Interpretation Services: <br />○Fulfillment Rate: Achieve a 90% or higher completion rate for interpretation <br />assignments. <br />○Client Feedback Score: Maintain an average client satisfaction score of 4.5 out of <br />5 based on feedback. <br />●Translation Services: <br />○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 />○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 />○Complaint Resolution Time: Resolve client complaints within 48 hours, aiming for <br />a 90% resolution rate within this timeframe. <br />○Customer Retention Rate: Achieve a customer retention rate of 90% or higher <br />based on annual renewals. <br />○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 />  <br />  <br />City Council 10 – 211 10/1/2024