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Voiance Language Services, LLC

Response to

The State of New Mexico General Services Department/State

Purchasing Division WSCA / NASPO

RFP# 50-000-14-00002

WSCA-NASPO Master Agreement for

Telephone Based Interpreter Services

December 18, 2014

3:00pm MST

TECHNICAL PROPOSAL

Todd Torman

Senior Vice President (866) 742-9080 x1657

[email protected]

Voiance 5780 N Swan Rd Tucson, AZ 85718 www.voiance.com

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BINDER 1

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Voiance Language Services, LLC RFP Response to WSCA/NASPO RFP# 50-000-14-00002

5780 N Swan Road | Tucson, Arizona 85718 | www.voiance.com | (866) 742-9080, ext. 1 | fax 520-745-9022

Voiance Language Services, LLC 5780 North Swan Road Tucson, Arizona 85718

Cover Letter December 18, 2014 Angelica Lopez, Procurement Manager Telephone Based Interpreter Services RFP# 50-000-14-00002 General Services Department/State Purchasing Division 1100 St. Francis Drive, Rm. 2016 Santa Fe, New Mexico 87505 RE: RFP Telephone Based Interpreter Services RFP# 50-000-14-00002 (WSCA/NASPO) Dear Angelica Lopez, We are grateful for the opportunity to highlight our Over-the-Phone Interpretation services (OPI) with our proposal response to the State of New Mexico in light of its lead position to support the WSCA/NASPO Cooperative Purchasing Organization, as well as providing services to every other State that participates in this cooperative program. Voiance acknowledges receipt of all addendums for this RFP and we accept the Conditions Governing the Procurement of said services. Voiance is the Prime Contractor for all services proposed in this bid. Our Company provides foreign language interpretation services in over 200 languages and dialects to 3,000 clients in approximately 100 different industries, including some of the country’s highly diverse 911 Centers and PSAPS. As a Company modestly created nearly 20 years ago in Arizona, we have grown into the second largest OPI Provider in the world, and we are the largest OPI Provider to operate solely in the US. As the only major OPI provider to operate exclusively in the US, our interpreter contact centers are open 24/7/365, which gives every participating State of this cooperative program – and their approved agencies – reliable access to Client Services Representatives (live operators) and Foreign Language Interpreters around the clock throughout the year.

We also offer WSCA/NASPO participants access to dedicated 911 queues answered by employee

If you have any questions about our submission, please contact me at [email protected] or (866) 742-9080 x1657. Thank you. Todd Torman Senior Vice President

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mailto:[email protected]



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ATTACHMENT E: Letter of Transmittal Form

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ATTACHMENT E: Letter of Transmittal Form RFP#: 50-000-14-00002 Offeror Name: Voiance Language Services, LLC Items #1 to #7 EACH MUST BE COMPLETED IN FULL Failure to respond to all seven items WILL RESULT IN THE DISQUALIFICATION OF THE PROPOSAL! 1. Identity (Name) and Mailing Address of the submitting organization:

Voiance Language Services, LLC 5780 North Swan Road Tucson, Arizona 85718

2. For the person authorized by the organization to contractually obligate the business entity: Name: Todd Torman Title: Senior Vice President E-Mail Address: [email protected] Telephone Number: 520-745-9447 x1657 3. For the person authorized by the organization to negotiate on behalf of the business entity regarding this Offer (if different from above): Name: Jonathan Bank Title: Privacy Officer E-Mail Address: [email protected] Telephone Number: 520-745-9447 4. For the person authorized by the organization to contractually clarify/respond to queries regarding this Offer (if different from either of the above): Name: Michael Bernard Title: 9-1-1 / Government Business Development Manager E-Mail Address: [email protected] Telephone Number: 520-745-9447 x1850 5. Use of Sub-Contractors (Select one) No sub-contractors will be used in the performance of any resultant contract OR __ The following sub-contractors will be used in the performance of any resultant contract: ____________________________________________________________________________ (Attach extra sheets, as needed) 6. Please describe any relationship with any entity (other than Subcontractors listed in (5) above) which will be used in the performance of any resultant contract: N/A ____________________________________________________________________________ (Attach extra sheets, as needed) 7. On behalf of the submitting organization named in item #1, above, I accept the Conditions

Governing the Procurement I concur that submission of our proposal constitutes acceptance of the Evaluation Factors contained in of this RFP.

I acknowledge receipt of any and all amendments to this RFP. ________________________________________________December 18, 2104__________ Authorized Signature and Date (Must be signed by the person identified in item #2, above.)

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Table of Contents

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Table of Contents Technical Proposal (Binder 1)

Cover Letter Page 2

a) TAB 1: Signed Letter of Transmittal Page 3

b) TAB 2: Table of Contents Page 5

c) Proposal Summary (Optional)

d) TAB 3: Response to Specifications – Section IV.B.1 – IV.B.10 Page 7

e) TAB 4: Attachment G – Technical Requirements completed form Page 57

f) TAB 5: Response to Contract Terms and Conditions 4

g) TAB 6: Offeror’s Additional Terms and Conditions Page 66

h) TAB 7: Attachments Page 72

VLS 1 Information Security Overview Page 73

VLS 2: Infomration Confidentiality / NDA / Code of Ethics Page 76

VLS 3: Audited Financials Page 94

VLS 4: Disaster Recovery Plan Page 125

VLS 5: Contractor's Quality Assurance Plan Page 170

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VLS 6: Customization and Reporting Capabilites

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Page 201

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TAB 3

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Section IV: Scope of Work and Specifications

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Section IV: Scope of Work and Specifications

A. SCOPE OF WORK

Offerors shall provide 365-days a year/7-days a week/24-hours a day Telephone Based Interpreter Services on an “as needed” basis for Limited English Proficiency (LEP) clients needing immediate interpreter assistance, and must meet or exceed the minimum requirements set forth in Attachment G “Technical Requirements”.

Our organization developed the first extensive network of US-based, large-scale interpreter contact centers. We control and operate over 162,000 square feet of combined contact center space in Las Cruces, New Mexico; Houston, Texas; Phoenix, Arizona, and Tucson, Arizona.

The large-scale onshore contact centers have become Voiance’s most impactful qualifying feature because it allows us to concentrate on employing onshore interpreters and operators to work from our data-secure and technologically advanced facilities.

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B. SPECIFICATIONS

Offerors must respond to each of the following specifications by listing the specification followed by the Offeror’s response in the same order in which they appear in the RFP.

1. Organizational Experience Offeror must provide a description of its organization’s experience and history providing Telephone Based Interpreter Services (including their familiarity with, and experience resolving, problems associated with this service). Offeror’s response must also include a description of its business location(s), size, areas of specialization and expertise, client base (including other currently held contracts or agreements with state and/or local government entities). The narrative must thoroughly describe how the Offeror has supplied expertise for similar contracts and must include the extent of their experience, expertise and knowledge as a provider of Telephone Based Interpreter Services.

1) Offeror must provide a description of its organization’s experience and history providing Telephone Based Interpreter Services (including their familiarity with, and experience resolving, problems associated with this service).

Our organization comprises CyraCom International, Inc. as the parent company of Voiance Language Services, LLC and CyraCom, LLC with all operations managed at the parent company level. Private and public clients in the Healthcare Community know our Company under our CyraCom subsidiary. In fact, CyraCom received an exclusive endorsement from the American Hospital Association for its interpretation and translation solutions. We created Voiance Language Services, LLC in 2008 to service our local government-sector clients. Our Company has been at the forefront of the Language Interpretation Services Industry since 1995. We founded under the name KevMark Industries with the US patent submission of a single-line, multi-handset telephone. This phone revolutionized the industry by enabling a natural face-to-face communication between two people who speak different languages, but who can now talk to one another through an interpreter who connects remotely. Prior to patent approval (USPTO# 5784456), the Company changed its name to CyraCom International and began offering language interpretation solutions with a rationed staff and a handful of foreign languages. servicing our clients with the following language solutions in over 200 languages and dialects 24/7/365: Over-the-Phone Interpretation (OPI), Video Remote Interpretation (VRI), On-Site Interpretation (OSI), Document Translation and Localization (DT), and Language Assessment and Training (LAT). Currently, our Company is the only major Phone Interpretation provider to operate large-scale interpreter contact centers in the US and we are the first major US OPI provider to receive ISO 9001-2008 Certification. Our unique service provider model enables us to hold long-lasting, trustworthy partnerships with our clients. Today, we are the largest Over-the-Phone Interpretation provider that operates solely in the US and we are the 2nd largest provider of Over-the-Phone Interpretation (OPI) in the world. Since our founding nearly 20 years ago, our Company has developed into one of the largest and most innovative language services companies in the United States. We currently provide language services to approximately 3,000 clients that include some of the largest municipal governments, hundreds of

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emergency service clients, including PSAPs, emergency communication centers, police departments, fire and rescue agencies, hospital emergency departments, and countywide / statewide emergency response organizations, health plans, hospitals, property & casualty insurance firms, and banking organizations in the US. All Operations Located in United States Our organization developed the first extensive network of US-based, large-scale interpreter contact centers. We control and operate over 162,000 square feet of contact center space in Las Cruces, New Mexico; Houston, Texas; Phoenix, Arizona and Tucson, Arizona. These facilities house employee interpreters, live operators, client services, and back-office functions. We are in final negotiations to open new contact centers in Northern California and the Queens borough of New York by spring 2015.

The large-scale onshore contact centers have become Voiance’s most impactful qualifying feature because it allows us to concentrate on employing onshore interpreters and operators to work from our data-secure and technologically advanced facilities.

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Las Cruces Interpreter Contact Center 2303 Divot Dr., Suite 1 Las Cruces, New Mexico 88001

Tucson Interpreter Contact Center 2801 East Elvira Road Tucson, Arizona 85756

Phoenix Interpreter Contact Center 14415 S 50th St., Suite 100 Phoenix, Arizona 85044

Houston Interpreter Contact Center 5959 Corporate Drive Suites 1400 & 1600 Houston, Texas 77036

CyraCom International, Inc. Corporate HQ 5780 North Swan Road Tucson, Arizona 85718

Voiance Business Development 100 North Stone Ave Tucson, Arizona 85701

Service Product Line

We provide a comprehensive portfolio of language services from which several solutions fit WSCA / NASPO current needs and more:

Over-the-Phone Interpretation (OPI)

OPI is a three-way call between our bilingual interpreter, an English-speaking representative of our client, and their customer who prefers to speak in their mother tongue.

Video Remote Interpretation (VRI)

VRI is the video-call equivalent of OPI. Our current VRI business focuses on our most popular languages including American Sign Language (ASL). We offer VRI 24 hours a day, seven days a week. Our VRI service is accessible through any network-connected device that has a camera and microphone.

Translation and Localization (T&L)

We translate written materials, software, websites, or other media for our clients’ linguistically diverse customers. Our corporate Project Managers utilize a US-based and

Staffing Performance Model

We offer Over-the-Phone interpretation services for 200+ languages and dialects.

Our interpreter contact centers are available 24/7/365; this includes Client Services. Account management and reporting for OPI available 24/7/365 via on-line portals.

Voiance’s service model of operating US-located contact centers and applying contact center best practices permits us to scale operations with very little advance notice and ensure those service levels.

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Languages Our Company began nearly 20 years ago by offering clients interpretive language services in a handful of languages with a handful of staff.

Our language list includes the top 10 historically-serviced languages from the WSCA / NASPO RFP data, which (Spanish, Somali, Haitian Creole, Vietnamese, Russian, Arabic, Burmese, French, Korean, and Mandarin).

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Experience in Telephonic Interpretation Services We have relevant experience implementing service for our government organizations, as well as our clients with call centers. We earned lasting trustworthy partnerships with over 3,000 clients in North America, and we service clients in various industries – including some of the largest municipal governments, 911 Emergency Centers, PSAPs, health plans,health plans, hospitals, property, and casualty (P&C) insurances and banking organizations in the United States.

Health Departments and Public Health Centers We service public health departments or hospitals at the federal, state, and local level, including the National Institutes of Health (NIH). Federal Government Experience We work with the

211 and 311 Services We service a variety of non-emergency government call centers in some of the most linguistically diverse areas of the United States. Our Company has worked with government clients that include:

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Voiance Language Services, LLC RFP Response to The State of New Mexico WSCA / NASPO RFP# 50-000-14-00002

911 / Emergency Interpretation Service Experience We are the only Phone Interpretation provider that services emergency calls through onshore interpreter contact centers featuring dedicated 911 interpreters. We support hundreds of emergency service clients, including PSAPs, emergency communication centers, police departments, fire and rescue agencies, hospital emergency departments, and countywide / statewide emergency response organizations.

The information on current client’s call volume is CONFIDENTIAL and PROPRIETARY. Do not distribute to public inquiries without written permission from Voiance Executive Staff.

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Workforce Management Voiance employs a Work Force Management team whose sole task is to staff interpreters according to our customer’s volumes and forecasted predictive call arrival patterns. We work closely with our customers to forecast their needs by volume and language, create predictive models, and staff to those needs.

Real-time adherence agents using specialized software at our workforce management command center enable immediate response to sudden surges or reductions in the total volume of calls, including when severe weather or regional emergencies disrupt regular call patterns.

Forecasting & Scheduling

Volume forecasts are created by our workforce management team in order to determine staffing requirements and interpreter scheduling for at least the next 90 days. Volume forecasts take into account numbers of days and working days in the month, numbers of holidays, and our extensive history of call arrival patterns from individual clients. We serve a wide range of companies in over 100 different industries, severely mitigating any seasonality in our call volumes.

Real-time adherence agents using specialized software at our workforce management command center enable immediate response to sudden surges or reductions in the total volume of calls. This includes when severe weather or regional emergencies disrupt regular call patterns. Upon contract award, our organization’s Human Resources Department sources interpreters through networking with a wide variety of organizations. Locating employees to train, develop and certify as professional interpreters is done through a multitude of media, outreach and focused recruitment methods. The more common methods used by our organization: • Networking with Cultural/Religious/ & Social Ethnic Organizations • Placement offices of Community Colleges and Universities • Attendance at City and State, & local Government Career Fairs • Postings on Job Boards, Company Websites & using Online Social Media sites • Employee Referrals We are constantly hiring interpreters at Voiance and with the opening of two additional contact centers in the US, we are recruiting heavily for additional personnel and language capabilities.

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Client Feedback: Complaints and Commendations Voiance account managers proactively propose regular review meetings to request feedback, discuss business metrics, and discover areas to create customer satisfaction. Our feedback collection process is ISO 9001:2008 certified and audited. Any time before, during, or after a call, clients can provide feedback by connecting to an operator, who documents all feedback. Feedback is welcome for any aspect of our service, including interpreter performance on specific calls. Voiance Account Managers receive and document feedback. All feedback receives immediate management attention. Management takes necessary and appropriate actions based on the nature of the feedback, and in the case of a complaint, reports a resolution back to the client within 48 hours.

Dispute Resolution Process Customers may contact Voiance live operators for customer-service concerns 24/7 to resolve any complaints or service needs. Voiance investigates all service complaints promptly. Every issue receives immediate manager-level attention, reporting a resolution back to the client within two business days. Voiance maintains documentation on all complaints and their resolutions. Voiance’s procedure for complaints is supported by its quality ISO 9001:2008 business management, which is audited in regular intervals through external and internal auditors. All feedback given to account managers or our live operator team is logged. Any time a client complains about Voiance’s service or an interpreter the following process is invoked:

Acknowledge receipt of the feedback within 24 hours. Review the feedback to determine its severity and categorize it. Investigates by: looking at call logs, conducting interpreter interviews, or consulting systems

analysts and/or telecommunications providers. Analyze all pertinent information to determine appropriate resolution. Put the investigation results and resolution next steps in writing and report it to the client’s primary

contact within 48 business hours.

Voiance account managers will proactively propose regular review meetings with WSCA/NASPO agents to request feedback, discuss business metrics, and discover areas to create customer satisfaction.

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5780 N Swan Road | Tucson, Arizona 85718 | www.voiance.com | (866) 742-9080, ext. 1 | fax 520-745-9022 18


Commendation Ceremonies Client commendations result in highly visible awards for interpreters. Typically, this includes a printed certificate, balloons, and a gift certificate all delivered by management. Responding to Client Feedback, Including Disputes Our feedback collection process is ISO 9001:2008 certified and audited. Any time before, during, or after a call, clients can provide feedback by connecting to an operator, who documents all feedback. Feedback is welcome for any aspect of our service, including interpreter performance on specific calls. Voiance Account Managers receive and document feedback. All feedback receives immediate management attention. Management takes necessary and appropriate actions based on the nature of the feedback, and in the case of a complaint, reports a resolution back to the client within 48 hours. We conduct a yearly customer satisfaction survey where clients suggest improvements or other feedback.

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ISO 9001:2008 In 2009, Voiance made the decision to obtain ISO 9001:2008 certification in order for our Company to demonstrate its operational transparency and adopt international quality standards; we were the first major Phone Interpretation provider to operate in the US to have received this certification.

We are the first – and currently only – major Phone Interpretation provider that operates exclusively in the US with ISO certification. ISO 9001:2008 certification means that we have passed rigorous quality processes and independent external audits that demonstrate our focus on quality. OPI providers have always used subjective measures to support their quality and excellence statements. Our Company developed an ISO 9001:2008-certified quality management system in 2009 to adopt international quality standards. The ISO 9001 management philosophy bases its principles on the assumption that a company will deliver products and services of quality if employees follow process instructions accurately. All major Voiance departments have ISO audited procedures, which have been regularly revised over the past four years. These procedures and their audits ensure consistent levels of service for all Voiance clients. Management is responsible for ensuring that the quality management system is continually improved upon through the use of the quality policy, quality objectives, audit results, analysis of data, corrective or preventive actions, suggestions, compliments, and complaints. We regularly support CMS-audited health plan clients with auditing, flow-down, or other reporting requirements. CMS does not directly audit Voiance. CMS-audited clients typically verify the following:

Interpreter training and annual Medicare and Medicaid compliance course completion. Interpreter adherence to confidentiality processes for PHI/PII. Completion of annual fraud, waste and abuse awareness training by all employees. Physical security. Information security.

Annual Qualifications Re-Assessment As an ISO 9001:2008 certified organization, our organization conducts internal audits (every three to six months depending on the process component) and external audits (annually). Translation resource audits come annually on a random project basis to ensure we maintain highest level of quality and service.

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Connection via Web-based and Apps

Voiance’s Phone Interpreters are available from your smart phone, iPhone, or tablet through easy to use Apps. Our VRI system is easy to use and requires no equipment installation or special software. Statewide agencies can call a video interpreter from any phone. Voiance offers Android and iOS Apps for even greater convenience to connect with our interpreters.

CYRACOM INTERNATIONAL, INC. Company and Executive Awards

Date Recognition Description

8/20/2014 Inc. 5000 nomination

CyraCom International named to Inc. 5000 for sixth consecutive year and eighth year total. Only 137 companies have ever been on the list eight times.

6/13/2014 American Business Awards

CyraCom won a Gold Stevie for the category of Fastest-Growing Company of the Year – Up to 2,500 Employees in the 2014 American Business Awards.

6/13/2014 Corporate Partner Award

The Institute for Diversity in Health Management’s presented CyraCom with a Corporate Partner Award at the National Leadership and Education Conference.

4/23/2014 Global Contact Center Awards

The International Customer Management Institute (ICMI) announced Voiance Language Services as a finalist for its 2014 Global Contact Center Awards in the Best Use of an Emerging Channel category for the company’s innovative Video Remote Interpretation service.

10/24/2013 Inc. Hire Power Award

Inc. named CyraCom as one of the Top 100 private companies in the US who have created the most US jobs. CyraCom is a recipient of this Hire Power Award for the second time in a row.

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9/20/2013

Arizona Corporate Excellence (ACE)

Awards

CyraCom International recognized as one of the Top 50 privately held companies in AZ for their contributions to the State.

8/20/2013 Inc. 5000 nomination

Inc. 5000 named CyraCom to their list of fastest-growing private companies for a seventh time (fifth year in a row).

5/30/2013 TripleTree iAwards

TripleTree announced CyraCom as the winner of its 5th Annual iAwards for Connected Health - Category: Operational Effectiveness - for its Video Remote Interpretation service.

5/9/2013 American Business Awards

CyraCom International, Inc. won Company of the Year category in 2013 American Business Awards.

3/26/2013 Global Call Center Awards

The International Customer Management Institute (ICMI) named CyraCom as a semi-finalist for its 2013 Global Call Center Awards (GCCA).

12/1/2012 Inc. Hire Power Award Inc. named CyraCom as one of the Top 100 private companies in the US who have created the most US jobs.

8/20/2012 Inc. 5000 nomination Inc. 5000 named CyraCom to their list of fastest-growing private companies for a sixth time (fourth year in a row).

8/16/2012 ISO 9001:2008 renewal awarded

CyraCom received the renewal after successfully completing external audits. Four consecutive years of ISO 9001:2008 certification reflects the commitment to consistent quality in language services.

7/1/2012 Ernst & Young

Entrepreneur of the Year

Jeremy Woan named Entrepreneur Of The Year® 2012 Award winner in The Mountain Desert region. The award recognizes outstanding entrepreneurs demonstrating excellence and extraordinary success in areas as innovation, financial performance, and personal commitment to their businesses and communities.

4/29/2012

Star 200: biggest job

creation growth in Southern Arizona

Southern Arizona by Arizona Daily Star recognizes CyraCom as the company with the 6th biggest percent job growth in (Star 200 survey).

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3. Key Staff Qualifications Offeror must provide a description of the qualifications and work experience for the proposed Contract Administrator and other key staff assigned to perform the work as outlined in this RFP listing their relevant experience and certifications.

The primary personnel that the Coop participants interact with when collaborating with Voiance include our Qualified Interpreters, Client Service Representatives, and a Dedicated Account Management team. Voiance support staff in several other departments such as Finance will also interact with Administrators from the participating State’s approved agencies. We recognize our support staff as highly qualified personnel with particular skill sets that work tirelessly to keep the Company functioning with precision for our client’s language services. Employee Interpreters The primary personnel providing services are our employee interpreters. We currently employ

to provide services to WSCA/NASPO Coop participants. Our employee interpreters receive 120 hours of proprietary interpreter training prior to their first day on the job. Client Services Representatives (CSRs) Available 24/7/365, Voiance CSRs serve several roles. First, they remain attentive to ensure an interpreter answers a client’s call in a timely manner. In addition, when a client prefers to speak with a live operator rather than utilizing our automated phone system, the CSR is the operator that will respond to the client’s needs. Voiance's Client Services Team is dedicated to our customers for all service needs, questions, issues, and resolutions. The Client Services Team is accessible 24/7 by:

• Toll Free Number: 1-800-481-3289 • Email: [email protected] • A dedicated feedback submission page: www3.voiance.com/client-feedback-form

WSCA/NASPO’s Dedicated Account Management Team Michael Bernard will work with the WSCA/NASPO Coop participants as the initial Sales Consultant. Michael will maintain regular contact with the WSCA/NASPO Coop participants to identify opportunities for efficiencies, discuss activity and trends, and provide direct support and reporting to enhance the WSCA/NASPO Coop participants’ use of language services. Upon signing a contract, the WSCA/NASPO Coop participants will then work with Bill Martin, your dedicated Account Manager. Bill will evaluate each agency’s service requirements, present service options, and manage any contractual matters that each agency may require. In addition to Bill Martin, after an agency contracts with Voiance, Annabelle Romero, Director of Implementation, will coordinate all aspects of the implementation process including billing set-up, the assignment of toll-free number(s), PIN codes (if applicable), and access to the reporting portal. Michael Bernard, 9-1-1 / Government Business Development Manager (866) 742-9080 x1850, [email protected] Bill Martin, Account Manger (520) 745-9447 X1708, [email protected] Annabelle Romero, Director of Implementation (866) 742-9080 ext. 1813, [email protected]

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Company Leadership

Jeremy Woan Chairman & CEO Jeremy Woan joined CyraCom International from the Bampton Group, a venture capital investment and advisory firm with offices in San Francisco and the UK that, for over ten years, has successfully invested in and worked with a wide range of transatlantic and U.S. technology and service companies. All companies in which Bampton has invested

have subsequently gone on to IPO or trade sale. Through his work, Jeremy has served as a board member and chairman of various private and public companies in fields including: enterprise software, cellular telephony, healthcare technology and services, and media.

Previously, Jeremy successfully built two technology companies through to IPO, one in high performance notebook computing and the other in electronic patient record systems. Prior to this, he worked for several leading international investment banking firms where he specialized in the international growth and financing of technology companies and worked on a wide range of UK and international IPO's.

Jeremy is the recipient of the 2010 Thomas R. Brown Excellence in Entrepreneurship Award. He has frequently been a panelist and speaker at U.S. and European conferences on technology investing and especially on the issues of raising finance and building a management team domestically and internationally. Jeremy holds graduate degrees from Cambridge University in law and public international law and was 2007 Entrepreneur in Residence at the McGuire School of Entrepreneurship within the University of Arizona's Eller College of Management. He chairs the Northern California branch of the Cambridge Alumni, and is a Director of the English-Speaking Union of the United States.

Operations and Client Services

Best Ihegborow VP of Contact Center Operations (520) 745-9447 ext. 2579 [email protected]

Best Ihegborow joined CyraCom International in 2009. As VP of Contact Center Operations, Best directs and oversees CyraCom International’s multiple call-center based operations, including CyraCom International’s flagship facility in Tucson, Arizona. Best is responsible for driving and executing the overall strategic operational activity for all CyraCom International client base within the company. During his tenure with CyraCom International, Best has been hands on with building the center based activity, and has driven dramatic operational improvements, which have resulted in operational cost-reduction, quality improvement, reduced attrition and increased client and labor resource retention. Best has over 13 years’ experience within Outbound Sales, Inbound Customer Care and New Product Launch environments with a key focus on Call Center-based Operations Management. Prior to joining CyraCom International, Best managed Operations for a multi-billion dollar Customer Relationship Management firm, serving as the dedicated Call Center Operations manager for multiple Fortune 500 Companies. In addition to handling production operations for companies such as AT&T and Cingular Wireless, Best also worked on various international operations projects, serving as the primary point of contact for the New Product Launch and Operational Product Implementation team. In addition, Best holds a Bachelor’s degree from University of Texas – El Paso.

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Business Development

Todd Torman Senior Vice President of Sales 866-742-9080 ext. 1657 [email protected]

Todd Torman’s career has spanned more than 22 years. Currently, he carries the title of Vice President Sales at CyraCom International Inc. This role entails providing leadership, vision and direction for worldwide Sales and Account Management teams supporting more than 1500 clients. Todd controls expenses, worldwide pricing models, contract negotiations, new business development and overall profit margin for the business unit. Previously, Todd held multiple positions in sales leadership, product management, marketing and Operations with Qwest Communications Corporation. In addition, he has developed strategic plans and reviewed merger and acquisition opportunities for GTE Communications Corporation.

Michael Bernard 9-1-1 / Government Business Development Manager (520) 745-9447 ext. 1850 [email protected]

Michael Bernard joined our organization in 2008. As 9-1-1/Government Business Development Manager, Michael was one of the original team charged with starting the Voiance subsidiary. With his experience in government sales, Mr. Bernard was responsible for obtaining our Federal GSA and California CMAS schedules. Michael’s brother was a CHP PSAP Captain/Commander, which fostered a strong interest in emergency communications and led him to be instrumental in the company’s pursuit of the 9-1-1 PSAP business segment. Michael Bernard, born and raised in Sacramento, now lives in Windsor, CA. From there, he provides strategic account management throughout California. He works with a team of other Account Representatives and Managers who will be able to assist with implementation and other projects with the State of California.

Mr. Bernard’s career experience includes key roles in sales, marketing, operations, business development, and corporate management spanning three continents. He has co-founded multiple hardware and software technology companies, both public and private, and has served on several Boards of Directors.

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Account Management Team

J. Austin Wade VP of Client Satisfaction (520) 745-9447 ext. 1702 [email protected]

J. Austin Wade joined CyraCom International in 2010. As the Vice President of Client Satisfaction, Austin manages and administers customer support strategies and policies for all CyraCom International accounts and is responsible for the overall management of the company’s relationships with its 3,000 clients. Austin also manages client-facing staff from across the United States, including strategic account managers and implementation specialists. Austin’s wealth of experience comes from over 35 years at Weil Brothers-Cotton, Inc., then one of the top five international cotton-merchandising firms in the world with revenues approaching $1 billion. As Senior Vice President at Weil, Austin directly oversaw more than $400 million in annual revenue and accumulated significant experience in sales, purchasing, operations, and personnel management. He has served on numerous industry boards throughout his career as well as being involved in his community through civic volunteerism and charitable board service. Austin graduated from Troy University with a Bachelor’s of Science in Business Administration and Marketing.

Bob Davis Director of Implementation Specialists-Project Manager (520) 745-9447 ext. 1746 [email protected]

Bob Davis has over 7 years of experience planning and leading successful implementations in various hospitals and health systems across the country, including Vanguard Health, UC Irvine, Florida Hospital, and Massachusetts General Hospital. As Director of Implementation Specialists- Project Manager, his focus is on the planning and execution of multi-facility and system implementations, as well as the development of strategies and protocols to improve the efficiency and effectiveness of the implementation process. He is also responsible for the allocation and scheduling of resources for new and existing client projects.

In addition to his field experience with Voiance, Bob has a Master of Science degree in Industrial/Organizational Psychology and over 20 years of account management, planning, and implementation experience.

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Annabelle Romero Director of Remote Implementation (866) 742-9080 ext. 1813 [email protected]

Annabelle Romero joined CyraCom in February 2012. Annabelle Romero joined Voiance in February 2012. As the Director of Implementations – Pioneer Office, Annabelle manages the onboarding process for new clients that we implement remotely, ensuring a seamless transition for the client and streamlined connection process. Annabelle also supervises client-facing staff at the Tucson, AZ Pioneer Office. Annabelle’s experience comes from managing and growing a number of strategic accounts, including large financial, travel, and entertainment organizations. Annabelle graduated with Honors from the University of Arizona’s Eller College of Management, receiving a Bachelor of Science in Business Administration.

Eric Harris Director of Implementation Specialists-Technical Manager (520) 745-9447 ext. 1781 [email protected] Eric Harris has been with us for over ten years and has overseen delivery of services in

such notable clients as Johns Hopkins, Capital Health, Duke University and Denver Children’s Hospital. As our Technical Manager, Eric interfaces with our clients’ IT/Telecommunications teams to integrate our portfolio of services with existing communications media. He sets as his goals comprehensive coverage and ease of access for clinical and administrative staff in all areas of healthcare. He serves as our Subject Matter Expert on capabilities for internal team members as well. Eric comes to us after 25 years of active duty with the United States Air Force. There he served in various roles in command and control and set up communications networks among our country’s services as well as a dozen other countries in the Middle East, Far East Asia and Latin America. He has an Applied Science Degree from the Community College of the Air Force in Information Systems Technology along with several certificates. He is fluent in Spanish and has served as an official interpreter throughout Latin America.

Bill Martin Account Manger (520) 745-9447 X1708 [email protected]

Bill Martin Joined Voiance in November 2013. In his role as the National 911 Account Manager, he is responsible for implementation of all new city, county and state government accounts. He is also responsible for business growth within each of the relationships he manages. He provides support and solutions to all accounts and proactively monitors all account activity.

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4. Operational Information Offeror must provide a written response to each of the following:

a) Describe the method and/or protocol used to identify an LEP client’s language, the process for connecting that individual with an appropriate interpreter, and the process to address situations when an interpreter for the requested language is not immediately available.

Process for Identifying a Language

Our Client Services department operates 24 hours a day, 7 days a week, and 365 days a year and regularly assists clients in identifying languages.

Our experience has shown that our dedicated 911 interpreters infrequently come across a situation in

This process begins when the 911-call taker or dispatcher needs assistance in identifying a language:

a.

select

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Describe how your company will meet the requirement for interpreters to respond to calls (on average) at a rate of 95% or greater within 30 seconds of the client’s language being identified.

Experience and Expertise Our Company began nearly 20 years ago by offering clients interpretive language services. Today, we provide innovative and quality services to clients in over 200 languages. We developed the first – and currently only – large-scale interpreter contact centers located in the United States. All other Phone Interpretation providers primarily rely on offshore or at-home interpreters.

Voiance will provide WSCA/NASPO Coop participants with dedicated toll free numbers that delivers direct access to Voiance Client Services Representatives (Live Operators) and Interpreters 24/7/365. Live Operators answer calls within seconds and we offer all participants of the WSCA/NASPO Coop the following:

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General Calls: We offer an Average Speed of Answer by an Interpreter in 15 seconds or less (across all languages)

Emergency Calls: We offer an Average Speed of Answer by an Interpreter in 10 seconds or less (across all languages)

Our interpreter contact centers operate 24/7/365; this includes Client Services. On-line portals for account management and reporting for OPI are available 24/7/365. Account Managers are available during normal business hours (8am-5pm, M-F).

Voiance Emergency and Non-Emergency Interpreters are Available 24/7/365

Voiance offers WSCA/NASPO Coop participants’ on-demand Over-the-Phone Interpretation services in over 200 languages and dialects, 24/7/365.

24/7 Live Operators and Interactive Voice Recognition (IVR) We offer live operators to answer all clients’ calls 24/7/365 and we can enhance WSCA/NASPO Coop participants’ emergency service levels by prioritizing their volume to allow their calls jump to the top of the Live Operator queue. We also offer an automated interactive voice recognition system that combines the efficiency of an automated system with the personal support of an operator as backup.

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c) What are your company’s requirements and safeguards to ensure confidentiality and compliance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA)? Describe how these requirement/safeguards are managed and reinforced.

Confidentiality, Privacy, and Security Compliance Standards Voiance provides language services to many agencies of the Federal and State governments that follow strict security and confidentiality parameters for their OPI services. These Federal clients include the United States Postal Service, United States Postal Inspections, Department of Education, the Bureau of Customs and Border Protection, and the Centers for Medicaid and Medicare. Voiance’s strength in fulfilling all RFP requirements lies in its ability to provide WSCA/NASPO Coop participants’ access to professionally trained interpreters residing in the US for which most of who work within our network of large-scale, secure contact centers that Voiance manages and operates. Our network of US-based contact centers filled with our interpreters ensures all WSCA/NASPO Coop participants that we can train each employee interpreter in their specific protocol and safeguard the security of the conversation with all LEP clients with the enforceability of U.S. privacy laws.

US-based contact center infrastructure enables management and oversight of security, privacy, and confidentiality protocols, including the Health Insurance Portability and Accountability Act (HIPAA) for the US. Security Provisions and Policies Clients with strict regulatory requirements from Federal agencies visit, audit, and certify our onshore interpreter contact centers. Our onshore contact centers ensure your information is safeguarded by the following provisions:

Data centers and Call Centers are located in regions with low occurrences of natural disasters. IT systems are penetration and intrusion tested on a regular basis and certified compliant. Our multi-million dollar data center and communication platform focuses on business continuity

and system redundancy, including highly resilient fail-over processes. Access doors require keycard access. Visitors require clearance by management. 24/7 recorded surveillance and mandatory visible ID badges for all staff and visitors.

Network and Information Security Practices Our multi-million dollar data center and communication platform focuses on business continuity and system redundancy, including highly resilient fail-over processes. We utilize high-end antivirus, intrusion detection, and endpoint protection software. See Attachment VLS 1: Voiance Information Security Overview. Binding Confidentiality Agreement Voiance’s confidentiality documents state that any violation of confidentiality will result in corrective actions including termination of employment or termination of contract. Voiance has a designated Privacy Officer who coordinates and manages Voiance’s compliance to all relevant privacy standards including:

The Privacy Act of 1974 Federal Acquisition Regulation Code of Federal Regulations, Title 41 Social Security Administration Security and

Confidentiality of Beneficiary Data Internal Revenue Service (IRS), Privacy and Disclosure Clauses

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http://www.cms.hhs.gov/HIPAAGenInfo/Downloads/HIPAALaw.pdf

http://www.cms.hhs.gov/HIPAAGenInfo/Downloads/HIPAALaw.pdf



Standards for Privacy of Individually Identifiable Health Information (“Privacy Standards”) under the Health Insurance Portability and Accountability Act (HIPAA) for the U.S. Department of Health and Human Services

CyraCom International Confidentiality Standards Voiance requires interpreters to understand and adhere to Federal laws and regulations surrounding confidentiality and personal information. Confidentiality applies equally – without exception – to all information obtained from all Voiance clients, and remains in effect without time limit, regardless of the employee’s employment or contract status with Voiance. The new hire orientation thoroughly reviews Voiance’s confidentiality requirements and it is part of the preparation conference call for all independent contractors and translators. Voiance requires that all interpreters and employees receive access to the Federal laws and regulations designed to protect the confidentiality of information obtained through the provision of interpretation and Voiance support services. The confidentiality standards identified in this document apply equally, without exception, to all information obtained from all Voiance clients, and remain in effect without time limit, regardless of the interpreter’s employment or contract status with CyraCom International. See Attachment VLS 2: Information Confidentiality Agreement.

Confidentiality and Security Audits We recognize Security, Confidentiality, and Privacy as priority parameters of our ISO 9001:2008 certification framework and we closely supervise these essential factors. Through regular audits, we continuously demonstrate our commitment to provide excellent service. We fully understand that WSCA/NASPO Coop participants’ supported agencies are responsible to ensure protection of the private and confidential information of its customers. With a vendor partner like Voiance, we work with agencies that audit our operations for compliance with consumer privacy laws. With security audits like these, WSCA/NASPO can expect a successful business relationship where customers’ confidential information remains protected. Audits, therefore, become a daily task at Voiance, one we take seriously. We regularly support CMS-audited health plan clients with auditing, flow-down, or other reporting requirements. CMS does not directly audit our Company. CMS-audited clients typically verify the following:

Interpreter training and annual Medicare and Medicaid compliance course completion Interpreter adherence to confidentiality processes for PHI/PII and fraud, waste and abuse

awareness training HIPAA Compliance Physical Security Information Security

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d) Provide a copy of the informational and instructional materials that will be provided to customers and the public explaining the process used to access telephone interpreter services with your company. Offerors must provide informational/instructional material for both the end users as well as for the public to indicate that interpretation services are available at no cost to the public.

Voiance provides all the necessary resources and training, including educational materials, to ensure all WSCA/NASPO Coop participants’ staff can use the service effectively. Client specific glossaries and scripts are optional.

Administrators and end users of the Phone Interpretation account receive training on Voiance’s reporting suite and we provide instructional material for staff. It begins with an Email from our Implementation Director:

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In-depth Screening Interview and Interpreter Qualification Test Candidates receive an in-depth screening interview conducted by a professional recruiter. Our three-step Interpreter Qualification Test identifies aptitude for becoming an interpreter and consists of the following components: 1. Oral Language Proficiency Test for English and target language 2. Scripted Language Conversion Aptitude Test with bilingual interpretation scenarios 3. Bilingual Vocabulary Test (Up to 50 terms with increasing complexity) In the Interpreter Qualification Test, our professional examiners rate candidates based on:

Pronunciation – clear and understandable Syntax – proper grammatical arrangement Fluency – smooth, minimal interruptions in flow Listening – comprehension Terminology – breadth, accuracy, and relevance

Pre-Hire Requirement: Background Checks and Screening As part of the hiring process, interpreters must pass multiple background checks:

Social Security Number Trace/Address History – includes address history and alias names MVR when number provided 10 years where allowed by law; seven (7) where restricted Countywide Felony/Misdemeanor

Criminal Record Search National Criminal Database Search Sex Offender Registry Search Two (2 ) most recent Employers -Employment Verification All post HS Education Verification Office of Inspector General/EPLS Search – Identifies individuals that are barred from working with

government-reimbursed expenses Homeland Security Check (OFAC Compliance)

All employees receive information about and must agree to sign our interpreter code of ethics and multiple confidentiality and compliance documents as well as a number of initial and annual compliance testing/training exercises. Structure for Interpreter Training Voiance employees can lawfully receive rigorous, continuous training, including curriculum specific to customers. Other OPI providers substantially use contractors, whom – according to the IRS – cannot lawfully receive training by the provider. Moreover, in a decisive departure from current language industry practices, we employ onshore interpreters to work from one of five US located contact centers exclusively operated by our Company. The premise of operating our own Interpreter Contact Centers pertains directly to providing highly qualified interpreters in multiple industry sectors. Currently, there is no single vendor-neutral Over-the-Phone Interpreter certification for multiple industries. With this absence, we believe that our training program is one of the most extensive and rigorous within

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the OPI industry, for which training includes healthcare and industry specific terminology that is pertinent to governmental agencies, such as terminology for 211, 311, 911, Health and Human services, HIPAA, legal, insurance, and more.

We train our interpreters within our advanced US-based contact centers, where we have multiple self- contained training classrooms in which traditional classroom teaching takes place. Dedicated training teams consisting of training experts, qualified instructors, training assistants, and interpreter coaches lead our classroom-based training programs.

40-hour Interpreter Practicum Week 3 of the 120-hour training program takes instructors, students, and experienced interpreter mentors onto the call center floor. Interpreter candidates take calls under the direct supervision and tutelage of dedicated interpreter coaches. During the 40-hour practicum, interpreter coaches can take over the call if needed, and additional coaching and training can take place immediately for trainees. Failure to demonstrate mastery of interpreter training competencies results in disqualification from the program. 120-Hour Proprietary Training for 911 and Medical Interpreters Medical Interpreter Training Interpreters not only speak the language of your customers, but also the language of the medical/healthcare industry. Voiance’s 120-hour interpreter training program familiarizes interpreters with terminology and situations specific to hospitals and healthcare organizations. We currently serve six of the top ten health plans and two of the top four largest property & casualty insurers in the US.

Focused Skills for 911 Interpreters

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Emergency Interpretation Service Experience We are the only Phone Interpretation provider that services emergency calls primarily through onshore interpreter contact centers featuring dedicated 911 interpreters.

Qualified vs. Certified Interpreters Across all Industries There is currently no vendor-neutral Over-the-Phone Interpreter certification for multiple industries. Voiance ensures that our interpreters possess the equivalent of certification as defined by the CCHI (Certification Commission for Healthcare Interpreters). CCHI is a vendor neutral program that is a recognized industry standard for healthcare interpreters; healthcare is a highly regulated industry that is consistently confronted with compliance, governance, and risk management challenges. Thus, it makes sense for Voiance to use CCHI as an industry benchmark.

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All Voiance interpreter candidates must demonstrate adequate mastery of industry recognized, baseline competencies necessary to perform interpretation accurately. Candidates must successfully complete 120 hours of training. As of 2014, this exceeds training requirements to sit for the CCHI certification by 80 hours. Our proprietary interpretation qualification process meets or exceeds the available certifications:

Certifying Body: National Board of

Certification for

Medical

Interpreters

(NBCMI)

Certification

Commission for

Healthcare

Interpreters

Federal/State

Court Certifications

CyraCom

International/ Voiance Language

Services

Industry Focus Medical Medical Court Multiple Industries

Languages Spanish, Russian,

Cantonese, and

Mandarin

Spanish,

Arabic, and

Mandarin

Spanish, Navajo and

Haitian Creole

Over 200 languages and dialects

Primarily intended

for:

On-Site Interpreters On-Site

Interpreters

On-Site Interpreters Over-the-Phone Interpreters based

in centralized call centers.

Recommended

prerequisites:

40 hours of training 40 hours of

training

“…educated, native- like

mastery of both

English and a second

language.”

120 hours of training

Test Details: Written and Oral

Exams

Written and

Oral Exams

Written and Oral

Exams

Written, Oral, and Live

Practicum Exams

It is very apparent that no all-encompassing certification program for Over-the-Phone Interpreters exists, which is why we typically speak of OPI staff members as “qualified interpreters.” Even the Federal Courts find it necessary to categorize polyglots not certified under Spanish, Navajo, and Haitian Creole categorized as “Professionally Qualified” interpreters.

b) Describe how your company will ensure that interpreters are providing (and will continue to provide) a quick, courteous response with accurate interpretation.

Interpreter Roles Defined Our Interpreters receive 120 hours of interpreter training that includes a section titled “The Role of the Interpreter” in which they are taught the basics of interpreting are to perform several basic roles: Conduit, Clarifier, and Cultural Broker. At no time do our interpreters provide self-interpreted summaries of the interpreter/caller/client interaction. Voiance interpreters render a professional and accurate service without editing, tinting, or influencing the information being communicated by the provider and the client.

Conduit: The conduit ensures accurate and complete flow of communication and maintains the integrity of the interpretation through meaning for meaning interpreting. Clarifier: The clarifier ensures resolution of any confusion or miscommunication due to the language used, including speaker’s vocabulary and syntax.

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Cultural Broker: The cultural broker is one who intervenes in order to share or exchange cultural information with the intent of ensuring clear communication between the English-speaker and the LEP person.

Quality Monitoring Multiple Quality Monitoring Sessions with In-Person Follow-up Our organization maintains a team of dedicated interpreter quality monitors to endure interpreters follows our Code of Ethics and Professional Conduct.

Failure to meet expectations in quality

monitoring sessions can result in a range of consequences including coaching, retraining or termination. Our quality monitoring procedures ensure that interpreters follow our standards. The Quality Monitoring Form measures adherence to the following standards:

Interpreting Proficiency

• Accuracy and completeness • Appropriate mode • Fluidity and minimal hesitancy when switching languages • Effective short-term memory • Accurate and concise notes

Language Proficiency

• Communicate proficiently in English and ASL • Communicate proficiently in the target language

Essential Protocols and Best Practices

• Follow established protocols and best practices with emphasis on job aids • Perform an appropriate pre- and post-session • Perform the principle roles of an interpreter appropriately • Provide excellent customer service for all clients and call types

We identify twenty-five essential competencies for each sub-category, which map to competencies taught in our 120-hour proprietary training program, ensuring all ongoing training matches initial training standards. Continuing Education and Client-Specific Training in our US Contact Centers Continuing educational opportunities include routine workshops, industry training, focused coaching, internal newsletters, and other methods as appropriate. We also identify interpreter education and coaching opportunities because of our quality monitoring.

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Evaluators Voiance employs a staff of Raters (evaluators). Each Rater has a significant amount of interpreter experience. Typically, we recruit Raters from within Voiance’s pool of interpreter employees. This way we can narrow the candidates to a pool of the very best interpreters who consistently receive superior monitor quality reports on their interpreting. Once chosen to become a Rater, each is highly trained as group in order to establish superior calibration scoring techniques. Calibration consistency is critical in order for a client to be able to rely on any Rater that comes on-site to assess and test. Our team of Raters train weekly as a group listening to an interpretation and providing scores based on their assessment & training techniques. After initial scores are provided, each is evaluated and the group comes to a consensus how best to Rate an individual. This training strengthens our team’s calibration consistency. Every year, Voiance tests the language proficiency of thousands of candidates applying for our interpreter positions. Voiance’s background in providing services to healthcare facilities makes our assessment particularly suited for healthcare organizations. Process for Ongoing Training Voiance employees can lawfully receive rigorous, continuous training, including curriculum specific to customers. Other providers substantially use contractors, which, according to the IRS, cannot lawfully be trained by the provider. Voiance has a dedicated team of trainers, curriculum specialists, training assistants, and coaches. Training modules include:

Updates to the standard training curriculum Customer specific protocols / terminology Fraud, Waste, and Abuse training (CMS flow-down requirement) Annual Confidentiality training Annual HIPAA training

Client Service as Part of Audited, ISO 9001:2008 Certification Our regularly audited ISO 9001:2008-certified quality management system ensures high levels of client service and continuous improvement. Phone Interpretation providers have always used subjective measures to support their quality and excellence statements. Voiance developed ISO 9001:2008 quality standards in order to adopt international quality standards. We were the first major OPI provider in the US with ISO-certified quality management systems and processes. Part of the ISO processes is a yearly customer satisfaction survey, where we have received consistently high scores.

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Accountability Voiance account managers proactively propose regular review meetings with clients to request feedback, discuss business metrics, and discover areas to create customer satisfaction. Account Managers monitor client volume and service level metrics and proactively address them in the extremely rare event there should be any deficiency.

any deficiencies as they relate to aggregate scores. Individual results of complaints, commendations, and interpreter quality monitoring have their own ISO-audited processes.

6. Organizational References a) Provide a minimum of three (3) references from similar

projects performed for private, state or large local government clients within the last three years. Offerors are required to submit ATTACHMENT F, Organization Reference Questionnaire, to the business references they list. The business references must submit the Reference Form directly to the designee described in Section I.D. It is the Offeror’s responsibility to ensure the completed forms are received on or before December 18, 2014 at 5:00 pm for inclusion in the evaluation process.

Organizational References that are not received, or are not complete, may adversely affect the vendor’s score in the evaluation process. The Evaluation Committee may contact any or all business references for validation of information submitted. If this step is taken, the Procurement Manager and the Evaluation Committee must all be together on a conference call with the submitted reference so that the Procurement Manager and all members of the Evaluation Committee receive the same information. Additionally, the Agency reserves the right to consider any and all information available to it (outside of the Business Reference information required herein), in its evaluation of Offeror responsibility per Section II, Para C.17.

b) Offerors must submit the following information for each Business Reference as part of their proposal:

i. Client name; ii. Project description;

iii. Project dates (starting and ending) iv. Staff assigned to referenced engagement that will be designated for

work per this RFP v. Client project manager name and contact information

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7. Service Testing If selected as a finalist, Offerors must agree to provide the Evaluation Committee the opportunity to place test calls as part of the selection process at no cost.

Offerors must provide a toll free number, code and other necessary information as part of their proposal to allow the Evaluation Committee to place a test call at no cost.

Test calls will be evaluated on a pass/fail basis, and Offerors will be disqualified from further evaluation for wait times of longer than two (2) minutes, for poor connectivity or static, if translators are not fluent in the English language, and/or if the evaluation committee determines the Offeror cannot adequately meet the requirements to perform the level of service as outlined in this RFP.

Voiance will provide WSCA/NASPO access to testing our service at no charge. Service Testing is available for a limited period and this is not to be confused with a trial period. Trials are a paid service that enables a client to fully utilize its required services for a contracted length of time.

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8. Technical Requirements – Attachment G Offeror must respond to the Technical Requirements outlined in Attachment G by completing and submitting Attachment G with their proposal.

Attachment G is submitted as directed. See TAB 4.

9. Cost Offerors must complete the Cost Response Form in Attachment C. Cost shall be submitted as a cost per minute as detailed in Attachment C, and shall include all cost components needed for the delivery of Telephone Based Interpreter Services as described in this Solicitation document. All charges listed on Attachment C must be justified and evidence of need documented in the proposal.

Offerors are encouraged to submit pricing for optional associated equipment and additional pricing options for tiered pricing or volume pricing by completing the “Optional Pricing Models” section of Attachment C.

Cost schedule is submitted as directed. See Binder 2.

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10. Financial Stability Offerors must submit copies of the most recent years independently audited financial statements and the most current 10K, as well as financial statements for the preceding three years, if they exist. The submission must include the audit opinion, the balance sheet, and statements of income, retained earnings, cash flows, and the notes to the financial statements. If independently audited financial statements do not exist, Offeror must state the reason and, instead, submit sufficient information (e.g. D & B report) to enable the Evaluation Committee to assess the financial stability of the Offeror.

Financial Stability

Company Revenue

2009: $25.4m 2010: $37.4m 2011: $43.7m 2012: $48.7m 2013: $61.8m Our decision to expand solely in the US by opening onshore interpreter contact centers – rather than supporting workforces located in different countries – has led Voiance into the position of offering superior multi-industry interpreter services coupled with exceptional quality management practices that are nonpareil to all other providers. Our Company has created over 1,200 jobs in the US over the past 4 years and we are finalizing negotiations to open a new contact center in Northern California and Queens, NY by spring 2015. These new contact centers will add an additional 900 employee interpreter positions when fully staffed.

It is important to affirm that Voiance’s resolve to invest in the US has proven to be a successfully smart business model. In fact, Inc. 5000 recently named CyraCom International, Inc., Voiance’s parent company, to the list of fastest growing private companies in the US for the sixth consecutive year and eighth year total. Only 137 companies have ever been on the Inc. 5000 list eight times. With Corporate Experience and Financial Stability sitting at the top of WSCA/NASPO’s list of evaluation criteria for an award, Voiance’s business model of investing in the US has facilitated our growth in the industry and strengthened our already robust financial stability.

Clearly, the financial stability of any provider for the WSCA/NASPO agreement is a critical factor to consider when assessing operational longevity. From a financial perspective alone, our Company will be around for a long time and we will continue to offer superior language services over the coming years at performance levels deserving of WSCA/NASPO Coop participants.

Copies of our Audited Financials are located with Attachments. See Attachment VLS 3.

Inc. 500/5000 named CyraCom International, Inc., Voiance’s parent company, to the list of fastest growing private companies in the US in 2004, 2007, 2009, 2010, 2011, 2012, 2013, and 2014.

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11. Letter of Transmittal Form The Offeror’s proposal must be accompanied by the Letter of Transmittal Form located in Attachment E. The form must be completed and must be signed by the person authorized to obligate the company.

Transmittal Letter is submitted as directed. See TAB 1.

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TAB 4

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ATTACHMENT G: Technical Requirements

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TAB 5

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Response to Contract Terms and Conditions

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Response to Contract Terms and Conditions

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Voiance Language Services has reviewed the contract terms and conditions. We have no contestations at this time.



TAB 6

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Offeror’s Additional Terms and Conditions

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Additional Service Requirement – Value Added Programs and Services

Training and Support at No Extra Cost

Voiance provides WSCA/NASPO Coop participants a dedicated Account Management Team at no extra cost. For all account services – from implementation to ongoing account management – your Account Management Team works cohesively to maintain regular contact with WSCA/NASPO Coop participants’ Administrators to identify opportunities for efficiencies, discuss detailed usage activity and trends, and provide direct support and reporting in order to enhance the Voiance language services relationship. They will review service implementation, facilitate staff training, review performance metrics, and work to resolve any performance issues. The Account Management Team ensures WSCA/NASPO Coop participants receive proper training on how to utilize our Over-the-Phone Interpretation system. The Account Management Team will demonstrate our Feature-Rich Online Account Management Portal that enables WSCA/NASPO Coop participants Administrators to assign limited or open access to other individuals through the Voiance online portal. Administrator-assigned accounts can identify limited or extensive access restrictions for individuals or departments. See VLS 6: Customization and Reporting Capabilities. Reporting: Online Account Management Tool WSCA/NASPO Coop participants receive 24/7/365 access to Voiance’s Online Account Management portal, which is designed to help manage, monitor and anticipate demand for language services. Online Reporting The Voiance reporting system provides WSCA/NASPO Coop participants with 24/7/365 access to your call and usage data with extensive granularity on the level of detail. Online Account Management and reporting enables monitoring of interpretation usage with calendar views that outline weekly, monthly, quarterly, or yearly data, which can assist in forecasting. The Company’s reporting system features many reports: Usage Reports: These reports provide statistical data itemizing specific usage. This report is available in variety of deliveries:

Language Data Usage by hospital unit Usage by provider name Client Record Data Specific Pin Data Non-Usage Data

Call Analysis: In addition, Voiance offers a Call Analysis Tool, which is interactive and enables users to graphically define usage analytics. The call analysis tool allows for the creation of custom reports and unique views. Some examples of how a client can group and view data are by:

Start and End Dates Time Zones

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Accounts Caller Name Case ID Claims Number Location Department Name Custom Call Code Phone Extension

Voiance also offers customized monthly, quarterly, annual, and ad-hoc reports. This ad-hoc reporting can be made available monthly upon request. Our Account Management System can provide all the details in reports specified above. In general, our basic report details:

Languages utilized Total minutes per language Number of calls per language Number of calls answered by language Average speed of answer Number of calls routed to a live operator (customer service) Number of calls abandoned (caller hung up)

Voiance Online Account Management offers https-secure, 24/7 near real-time reporting and invoice and report access to their call and usage data with extensive granularity of detail. Near real-time reporting fosters a successful business relationship because at any time day or night, authorized WSCA/NASPO Coop participants can view their usage for planning and budgeting purposes without having to make a special request to an account manager. Online Account Management and Reporting enables monitoring of various reports:

Report Description

Call Analysis Tool Microsoft® Silverlight-powered Interactive Reporting tool: interactive, graphical reporting. Analyze times, languages, tags, and more in dynamic, fast-moving color.

Usage by Language Percent usage by language in terms of minutes and calls.

PIN Usage by Account Usage over 12 month period by department / user group.

Call Detail Calls for a given time period, including language, date, time, and any other custom call flow information.

Call Detail by Selected PIN Call information for a select PIN. View calls for one department over a certain period of time.

PIN List The access information for each department / user group.

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We have the ability to track and report following performance metrics for WSCA/NASPO Coop participants agencies:

Rate of calls answered (fulfillment rate) Calls Abandoned (caller hung up) Aborted calls (call was routed to an operator) Average speed of Answer (in seconds)

See below for a sample report, which each state agency can ask to receive in regular intervals.

Queue No

Queue Name

Interpreter Requests

Calls Answered

Rate of Calls

Answered

Calls

Abandoned (Caller hung

up)

Abandoned Rate (Caller

hung up)

Aborted Calls

(Call was routed to

live operator)

Aborted Rate (Call

was routed to

live operator)

Average Speed of Answer

(in seconds)

Total Average:

210075 207359 98.7% 1114 0.53% 1602 0.76% 7

22641 Acholi(Sudan- Uganda)

4 0 0% 0 0.00 % 4 100.00 % 0

22651 Afghan 5 3 60% 0 0.00 % 2 40.00 % 11 22241 Afrikaans 3 0 0% 0 0.00 % 3 100.00 % 0 20161 Akan 3 2 67% 0 0.00 % 1 33.33 % 16 21201 Aklan 1 0 0% 0 0.00 % 1 100.00 % 0 20701 Albanian 86 79 92% 3 3.49 % 4 4.65 % 13 24041 American Sign

Language VRI 114 72 63% 26 22.81 % 16 14.04 % 28

20271 Amharic (Ethiopia)

127 125 98% 0 0.00 % 2 1.57 % 7

23231 Apache 2 0 0% 0 0.00 % 2 100.00 % 0 20901 Arabic 5312 5306 100% 4 0.08 % 2 0.04 % 6 30901 Arabic VRI 1 0 0% 1 100.00 % 0 0.00 % 0 20721 Armenian 4 4 100% 0 0.00 % 0 0.00 % 9 23651 Ashanti 11 9 82% 0 0.00 % 2 18.18 % 13

Invoices Voiance’s Online Account Management offers https-secure, 24/7 reporting and invoicing, and report access to their call and usage data with extensive granularity of detail. Online Account Management and Reporting enables monitoring of various reports at the granularity required by State Agency Administrators. Voiance will provide WSCA/NASPO Coop participants with accurate and timely monthly invoices. All invoices are processed on the first business day of a month for services provided the previous calendar month, and are made available online the same day the invoices are processed. Email notifications are being sent to the designated contact shortly thereafter. Paper invoices are generally mailed within 72 hours of the invoice processing and may take 7-10 days to be received. General information included in Voiance’s invoices include a detailed statement which will identify specifically what languages were interpreted, the number of minutes used, rate per minute, date and time stamps, along with what department used the services. Billing for calls is determined by the length of call

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from the time the interpreter connects until the time the clients hangs up, multiplied by the rate per contracted agreement. Online payments can be made using ACH, credit or purchasing card. Voiance also accepts checks and wire transfers. Invoicing: Online Account Management Tool Voiance provides a convenient and easy to use invoicing tool that WSCA/NASPO Coop participants can both view and pay invoices online. Email Notification Our convenient notification system will email you when your invoice is ready to be viewed. Online Account Management Homepage Invoicing can be accessed through our Online Account Management tool. Once logged in to the Account Management homepage, you can get a quick graphical representation of your invoices via our invoice widget. Paper invoices are available upon request. View Past Invoices From this page, all past invoices will be listed for viewing. Select individual entries to view details. View Invoice Details View your invoice online, including terms and payment details. You can also drill down to examine specific information, including:

Date and Time of Each Call Language Interpreter Number PIN & PIN Description (e.g. department, cost center, location, etc.) Rate Custom Call Flow Information (Employee ID, Medical Record Number, etc.)

OPI Equipment Voiance provides WSCA/NASPO Coop participants with our patented dual-handset, single-line Blue Phones at no additional charge.

Voiance Dual Handset Blue Phones Blue Phone (Corded) Specifically designed for medical interpretation, Voiance’s dual-handset Blue Phone enable natural and continuous face-to-face communication to provide the best possible care for Limited English Proficient (LEP) patients. Preprogrammed buttons allow for easy access to a medical interpreter in seconds and the Blue Phone’s distinctive blue color makes the phone easy to locate.

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Red Phone (Cordless) The Red Phone Cordless is designed for environments where mobility and hands-free communication are critical for clients at work within multiple industries. Easily connect to a medical interpreter to communicate with your LEP persons while moving freely. Connection via Web-based and Apps

Voiance’s Phone Interpreters are available from your smart phone, iPhone, or tablet through easy to use Apps. Our VRI system is easy to use and requires no equipment installation or special software. Statewide agencies can call a telephonic and video interpreter from any phone. Voiance offers Android and iOS Apps for even greater convenience to connect with our interpreters.

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kmowbray

Typewritten Text



Attachments VLS 1: Voiance Information Security Overview

VLS 2: Information Confidentiality Agreement

VLS 3: Audited Financials

VLS 4: Disaster Recovery Plan

VLS 5: Contractor’s Quality Assurance Plan

TAB 7

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Attachments VLS 1: Voiance Information Security Overview

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Attachments VLS 2: Information Confidentiality Agreement

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Information Confidentiality Requirements And Applicable Federal Laws & Regulations

CyraCom requires that all interpreters and employees are provided access to the Federal laws and regulations designed to protect the confidentiality of information obtained through the provision of interpretation and CyraCom support services. The confidentiality standards identified in this document apply equally, without exception, to all information obtained from all CyraCom clients, and remain in effect without time limit, regardless of the interpreterôs employment or contract status with CyraCom International.

These confidentiality standards govern your responsibilities and obligations over the confidential information you learn through the interpretation process. The confidentiality standards protect all ñindividually identifiable informationò including all paper records (notes, notation, etc.), oral communications, and information transmitted or maintained electronically. Thus, the entire content of all information learned by an interpreter or employee during the provision of their services is protected. Protected confidential information cannot be discussed, recorded, recreated, transmitted in any form, nor shared in any form. The confidentiality standards outlined in this agreement are provided so that each employee, interpreter, and contractor of CyraCom is aware of their responsibilities and obligations against the standards, laws and regulations that protect confidential information. The importance of your understanding and compliance with these standards cannot be overstated.

CyraComôs clients may include, but are not limited to: various city, county, state, and federal agencies and healthcare organizations and facilities, dependent on federal funding, that require compliance to the Standards for Privacy of Individually Identifiable Health Information under the Health Insurance Portability and Accountability Act (HIPAA). All CyraCom clients, by the nature of the information they must share, require compliance with these laws and standards. Your compliance with these laws, regulations and CyraCom confidentiality standards is mandatory and non-negotiable. You are also expected to adhere and comply with any applicable laws and regulations your State has applied to protect confidential information; however, the Federal laws and regulations which follow generally preempt all ñcontraryò state laws and regulations. Your execution of this form indicates your understanding and acceptance that significant civil and/or criminal penalties and/or prosecution may result from any failure to comply with these confidentiality standards. Furthermore, your execution of this form indicates your understanding, acceptance, and intent to comply with these confidentiality standards.

The Laws, Acts, and Standards regulating Information Confidentiality:

Table of Contents

Page 2 The Privacy Act of 1974 Page 3 Federal Acquisition Regulation Page 4 Code of Federal Regulations, Title 41 Page 4 Social Security Administration Security And Confidentiality Of Beneficiary Data Page 5 Internal Revenue Service (IRS), Privacy and Disclosure Clauses Page 5 Standards for Privacy of Individually Identifiable Health Information (ñPrivacy

Standardsò) under the Health Insurance Portability and Accountability Act (HIPAA) for the U.S. Department of Health and Human Services

Page 8 CyraCom International Confidentiality Standards Page 9 Summary Page 10 CyraCom International Interpreter Agreement Signature Page

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1. The Privacy Act of 1974:

A. THE SCOPE OF THE PRIVACY ACT OF 1974

The Privacy Act of 1974 provides safeguards against an invasion of privacy through the misuse of records by Federal agencies. In general, the act allows a citizen to learn how records are collected, maintained, used, and disseminated by the Federal Government. The act also permits an individual to gain access to most personal information maintained by Federal agencies and to seek amendment of any inaccurate, incomplete, untimely, or irrelevant information.

The Privacy Act applies to personal information maintained by agencies in the executive branch of the Federal Government. The executive branch includes cabinet departments, military departments, government corporations, government controlled corporations, independent regulatory agencies, and other establishments in the executive branch. Agencies subject to the Freedom of Information Act are also subject to the Privacy Act. The Privacy Act does not generally apply to records maintained by State and local governments or private companies or organizations. (See note below)

The Privacy Act only grants rights to U.S. citizens and to aliens lawfully admitted for permanent residence. As a result, a nonresident foreign national cannot use the act's provisions. However, a nonresident foreign national may use the FOIA to request records about himself or herself.

In general, the only records subject to the Privacy Act are records that are maintained in a system of records. The idea of a "system of records" is unique to the Privacy Act and requires explanation.

The act defines a "record" to include most personal information maintained by an agency about an individual. A record contains individually identifiable information, including but not limited to information about education, financial transactions, medical history, criminal history, or employment history. A "system of records" is a group of records from which information is actually retrieved by name, Social Security number, or other identifying symbol assigned to an individual.

Some personal information is not kept in a system of records. This information is not subject to the provisions of the Privacy Act, although access may be requested under the FOIA. Most personal information in government files is subject to the Privacy Act.

The Privacy Act also establishes general records management requirements for Federal agencies. In summary, there are five basic requirements that are most relevant to individuals.

First, each agency must establish procedures allowing individuals to see and copy records about themselves. An individual may also seek to amend any information that is not accurate, relevant, timely, or complete. The rights to inspect and to correct records are the most important provisions of the Privacy Act. This Guide explains in more detail how an individual can exercise these rights.

Second, each agency must publish notices describing all systems of records. The notices include a complete description of personal data record-keeping policies, practices, and systems. This requirement prevents the maintenance of secret record systems.

Third, each agency must make reasonable efforts to maintain accurate, relevant, timely, and complete records about individuals. Agencies are prohibited from maintaining information about how individuals exercise rights guaranteed by the first amendment to the U.S. Constitution unless maintenance of the information is specifically authorized by statute or by the individual or relates to an authorized law enforcement activity.

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Fourth, the act establishes rules governing the use and disclosure of personal information. The act specifies that information collected for one purpose may not be used for another purpose without notice to or the consent of the subject of the record. The act also requires that each agency keep a record of some disclosures of personal information.

Fifth, the act provides legal remedies that permit an individual to seek enforcement of the rights granted under the act. In addition, Federal employees who fail to comply with the act's provisions may be subjected to criminal penalties.

Footnotes to Privacy Act of 1974

The Privacy Act applies to some records that are not maintained by an agency. Subsection (m) of the act provides that, when an agency provides by contract for the operation of a system of records on its behalf, the requirements of the Privacy Act apply to those records. As a result, some records maintained outside of a Federal agency are subject to the Privacy Act. Descriptions of these systems are published in the Federal Register. However, most records maintained outside of Federal agencies are not subject to the Privacy Act.

2. Federal Acquisition Regulation:

Part 52.224 -- Protection of Privacy and Freedom of Information Provisions and Clauses.

52.224-1 -- Privacy Act Notification.

As prescribed in 24.104, insert the following clause in solicitations and contracts, when the design, development, or operation of a system of records on individuals is required to accomplish an agency function:

Privacy Act Notification (Apr 1984)

The Contractor will be required to design, develop, or operate a system of records on individuals, to accomplish an agency function subject to the Privacy Act of 1974, Public Law 93-579, December 31, 1974 (5 U.S.C.552a) and applicable agency regulations. Violation of the Act may involve the imposition of criminal penalties.

(End of Clause)

52.224-2 -- Privacy Act.

As prescribed in 24.104, insert the following clause in solicitations and contracts, when the design, development, or operation of a system of records on individuals is required to accomplish an agency function:

Privacy Act (Apr 1984)

(a) The Contractor agrees to -- (1) Comply with the Privacy Act of 1974 (the Act) and the agency rules and regulations issued under the Act in the design, development, or operation of any system of records on individuals to accomplish an agency function when the contract specifically identifies -- (i) The systems of records; and (ii) The design, development, or operation work that the contractor is to perform; (2) Include the Privacy Act notification contained in this contract in every solicitation and resulting subcontract and in every subcontract awarded without a solicitation, when the work statement in the proposed subcontract requires the redesign, development, or operation of a system of records on individuals that is subject to the Act; and

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(3) Include this clause, including this subparagraph (3), in all subcontracts awarded under this contract which requires the design, development, or operation of such a system of records. (b) In the event of violations of the Act, a civil action may be brought against the agency involved when the violation concerns the design, development, or operation of a system of records on individuals to accomplish an agency function, and criminal penalties may be imposed upon the officers or employees of the agency when the violation concerns the operation of a system of records on individuals to accomplish an agency function. For purposes of the Act, when the contract is for the operation of a system of records on individuals to accomplish an agency function, the Contractor is considered to be an employee of the agency. (c) (1) "Operation of a system of records," as used in this clause, means performance of any of the activities associated with maintaining the system of records, including the collection, use, and dissemination of records. (2) "Record," as used in this clause, means any item, collection, or grouping of information about an individual that is maintained by an agency, including, but not limited to, education, financial transactions, medical history, and criminal or employment history and that contains the person's name, or the identifying number, symbol, or other identifying particular assigned to the individual, such as a fingerprint or voiceprint or a photograph. (3) "System of records on individuals," as used in this clause, means a group of any records under the control of any agency from which information is retrieved by the name of the individual or by some identifying number, symbol, or other identifying particular assigned to the individual.

(End of Clause)

3. Code of Federal Regulations, Title 41:

2996. DISPOSITION OF NON-CLAIMS MATERIALS

In disposing of this material [including all notes and documentation for interpreted information]:

1. Ensure the confidentiality of information regarding a particular beneficiary, provider, physician, or supplier by protective shredding, mutilation, or contractual provisions with the subcontractor regarding similar protective measures. [CyraCom requires comparable disposition of any materials bearing confidential information within 24 hours from their creation]

4. Social Security Administration - Security And Confidentiality Of Beneficiary Data: (a) All SSA beneficiary data and information provided to the contractor are confidential and the disclosure of any of this data is subject to the provisions of the Privacy Act of 1974, as amended. (b) The Contractor shall inform all personnel with access to confidential information obtained from SSA in the performance of the contract of the confidential nature of the information and the safeguards required to protect the information from improper disclosure. (c) For knowingly disclosing information in violation of the Privacy Act, the Contractor and Contractor employees may be subject to the criminal penalties as set forth in 5 U.S.C. Section 552(i)(1) to the same extent as employees of the Social Security Administration. For knowingly disclosing confidential information as described in section 1106 of the Social Security Act (42 U.S.C. 1306), the Contractor and Contractor employees may be subject to the criminal penalties as set forth in that provision.

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(d) The Contractor shall assure that each Contractor employee with access to confidential information knows the prescribed rules of conduct, and that each Contractor employee is aware that he/she may be subject to criminal penalties for violations of the Privacy Act and/or the Social Security Act. The contractor will be required to certify that all interpreters understand these security and confidentiality provisions and will adhere to them as part of their employment agreement with the contractor. All information collected for the monthly reports becomes the property of SSA and may not be used by the contractor for any reason. This does not preclude the contractor from including SSA in a future list of clients. 5. Internal Revenue Service (IRS), Privacy and Disclosure Clauses: 1.2.1 1052.224-9000(a) Disclosure of Information Safeguards (Jan 1998) Any return or return information made available [to the interpreter] shall be used only for the purpose of carrying out the provisions of [any IRS contract or call]. Information contained in such material shall be treated as confidential and shall not be divulged or made known in any manner to any person except as may be necessary in the performance of the contract, 1.2.2 1052.224-9001(a) Disclosure of Information – Criminal/Civil Sanctions (Jan. 1998) (1) Each officer or employee of any person (contractor or subcontractor) at any tier to whom returns or returns information is or may be disclosed, shall be notified in writing that any further disclosure of such returns or returns information constitutes a felony punishable upon conviction by a fine of as much as $5000.00 or imprisonment for as long as five years, or both (these penalties are prescribed by IRC Sections 7213 and 7431 and set forth at 26 CFR 301.6103(n)-1. (2) Each officer or employee of any person (contractor or subcontractor) at any tier to whom returns or returns information is or may be disclosed, shall be notified in writing [that the allowing of any] inspection of any such returns or returns information made available in any format constitutes a criminal misdemeanor punishable upon conviction by a fine of as much as $1000.00 or imprisonment for as long as one year, or both éfor each act of unauthorized inspection (these penalties are prescribed by IRC Sections 7213A and 7431). 1.2.4 Further Security/Disclosure Requirements: éinterpreters do not record any conversations; make any electronic copies of conversations or information discussed in conversations; and that any notes are destroyed upon completion of the call. The [employee or] contractor shall have no access to IRS systems or facilities and shall have no access to tax information other than that which is discussed over the telephone with the taxpayer. 6. Standards for Privacy of Individually Identifiable Health Information (“Privacy Standards”) under the Health Insurance Portability and Accountability Act (HIPAA) for the U.S. Department of Health and Human Services: On December 28, 2000, the U.S. Department of Health and Human Services published the final ñPrivacy Standardsò under the Health Insurance Portability and Accountability Act (HIPAA). The standards will have a profound effect on how health care providers, health plans, and health care clearinghouses do business. In brief summary, the Privacy Standards:

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1. Comprehensively regulate the internal and external disclosure of ñprotected health information,ò creating rules for when patient consent or authorization is required for use and disclosure.

2. Creates individual patient rights to inspect and copy the patientôs own protected health information, to amend incorrect or incomplete information, to obtain an ñaccountingò of disclosures of this information, to request restrictions of uses or disclosures, and to receive notice of an institutionôs privacy practices.

3. Establishes administrative requirements that require institutions to have an extensive set of policies to protect the privacy of health information, and to conduct workforce training on those policies, and

4. Mandates contracts with ñbusiness associatesò to ensure that they also protect confidential health information.

Health care providers, health care plans, health care clearinghouses, and business associates must comply with these standards and guidelines. CyraCom requires mandatory compliance to these standards for all employees, contractors, sub-contractors and business associates without exception. HIPAA Definitions: “Health Information” means any information, whether oral or recorded in any form or medium that: 1) is created or received by a health care provider, health plan, public health authority, employer, life insurer, school or university, or health care clearinghouse, and 2) relates to the past, present, or future physical or mental health, or condition of an individual; the provision of health care to an individual; or the past, present, or future payment for the provision of health care to an individual. “Transaction” means the transmission of information between any two parties to carry out the all necessary health care practices and functions, including but not limited to health care claims, payments, coordination of benefits, claimsô status, enrollment & disenrollment in health plans, eligibility for a health plan, health plan payments, referral certification and authorization, reports of injury, health claims attachments, [and all health assessment, evaluation, diagnosis, consultation, conversation, and related treatment and care]. “Disclosure” means the release, transfer, provision of access to, or divulging in any other manner of information outside the entity holding the information. Within the definitions provided in HIPAA (Part 160, Sub Part A, 160.103) CyraCom International (the corporate organization as a whole, including each individual employee, contractor, sub-contractor, and interpreter or translator) can be identified as a “Business Associate” and as a “Health Care Clearinghouse.” ñBusiness Associate” means a person (or organization) who performs or assists in the performance of a function or activity involving the use or disclosure of individually identifiable health information including, but not limited to, claims processing or administration, data analysis, processing or administration, utilization review, quality assurance, billing, benefit management, practice managementé, or provides legal, actuarial, accounting, consulting, data aggregation, management, administrative, accreditation, or financial services to a covered entity. [Each employee and interpreter of CyraCom is identified as a Business Associate, and as such, must understand and comply with HIPAA confidentiality standards regarding Protected Health Information (PHI.)] “Health Care Clearinghouse” means a public or private entity that may include ñvalue-added: networks and switches that 1) process or facilitate the processing of health information received from another entity in a non-standard [non-English language] format or containing non-standard data content [non-English language] into standard data elements or a standard transaction [English language], and 2) receives a standard transaction [English language] from another entity and processes or facilitates the processing of health information into non-standard format [non-

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English language] or non-standard data content [non-English language] for the receiving entity. In simpler terms, this means the interpretation of spoken language to and from English and a target language, and the written translation of text content to or from English and a target language. Implementation Specifications: The Business Associate will: 1. Not use or further disclose any information they have received for any reason. 2. Use appropriate safeguards to prevent the use or disclosure of information. 3. Report to the covered entity (meaning first direct report to CyraComôs designated ñPrivacy Officialò) any use or disclosure of any information; the content of the report to the Privacy Official will be in compliance with HIPAA requirements. The Business Associate shall within five (5) days of becoming aware of a disclosure of confidential information make their report to the designated Privacy Officer. CyraComôs designated Privacy Officer will maintain an accurate accounting of disclosures for review by covered entities according to HIPAA requirements. 4. Ensure that any agents, including a subcontractor, to whom it provides protected information received from, or created or received by the business associate on behalf of the covered entity agrees to the same restrictions and conditions that apply to the business associate. 5. At the termination of the contract for services return or destroy all protected information received from, or created or received by the business associate on behalf of the covered entity. Review of Business Associate Confidentiality Requirements under HIPAA: The Business Associate (CyraCom employee, interpreter, translator, or subcontractor) must maintain absolute confidentiality of all information received during the provision of CyraCom language services. Strict adherence to the guidelines in CyraComôs ñPolicies and Procedures for Interpreters and Translators Agreement,ò the ñInterpreterôs Code of Ethics,ò along with a clear understanding and compliance to the standards set forth in this ñInformation Confidentiality Agreementò should ensure complete compliance to all federal guidelines and standards. All information received by the Business Associate during the performance of their duties is considered confidential health information, and subject to all privacy standards herein. 1. The Business Associate may not: a. Make electronic recordings, in any manner, of transactions containing confidential information. This restriction includes electronic transcription of their notes to electronic memory (computers). b. Archive written records of transactions containing confidential information. All written records containing confidential information must be destroyed within 24 hours from their creation via methods described in the above Code of Federal Regulations, Title 41, #2996, Disposition of non-claims materials, that includes effective shredding, mutilation, incineration, or any other method for rendering the content of confidential information unusable by other parties, including the Business Associate. It is understood that the interpreter must on occasion record information to better perform their duties, and that these records are temporary, confidential, and intended for destruction under the schedule included here. c. Disclose or otherwise discuss in any manner, including spoken, written, or electronic transmission, the confidential information acquired during the performance of their duties. There is no term or time limit to this restriction, and compliance must be maintained even after the Business Associate has terminated their contract of employment with CyraCom or with the covered entity. The Business Associate must implement appropriate safeguards to ensure that confidential information is not inadvertently disclosed to outside parties through negligence or misuse of the systems and equipment they use in the performance of their duties. This requires that interpreters work on single line phones without call conferencing capability, and that their work environment is free from non-compliant individuals and equipment resources. 2. Permitted Disclosures:

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For all practical purposes, there are no permitted disclosures of confidential information by Business Associates, with the following exceptions: 1. A court order or court-ordered warrant, or a subpoena or summons issued by a judicial officer; 2. A grand jury subpoena; 3. An administrative request, including an administrative subpoena or summons, a civil or an authorized investigative demand, or a similar process authorized under law, provided that 3.1. The information sought is relevant and material to a legitimate law enforcement inquiry. 3.2 The request is specific and limited in scope to the extent reasonably practicable in light of the purpose for which the information is sought, and 3.3 De-identified information could not be reasonably used. 4. Limited information for identification and location purposes, in response to law enforcement request for the purposes of identifying or locating a suspect, fugitive, material witness, or missing person; 5. In response to a law enforcement request for such information about an individual who is or is suspected to be a victim of crime, provided the individual agrees to the disclosure, or the disclosure is in the best interest of the individual as determined by the covered entity, in the exercise of professional judgment. 6. In all above exceptions, the Business Associate must be compelled through court order, subpoena or authorized investigative demand, issued first through CyraCom Internationalôs Privacy Officer. Civil and Criminal Penalties for non-compliance with HIPAA standards: HIPAA provides civil penalties of $100.00 per violation up to $25,000.00 per year for all violations of an identical requirement or prohibition. DHHS cannot impose a civil penalty if the person can prove to DHHSôs satisfaction that he or she did not know or by exercising reasonable diligence would not have known that he or she violated the Privacy Standards. DHHS cannot impose a civil penalty if the failure was due to reasonable cause and is not a result of willful neglect, and where the failure to comply is corrected within 30 days of the date the organization knew or should have known of the violation. [There are no reasonable causes, beyond those permitted under HIPAA, under which disclosure of Confidential information can be justified.] HIPAA also provides for referral for criminal charges against a person who knowingly and in violation of the law obtains or discloses individually identifiable health information. Penalties are graduated into three levels of severity: • $50,000.00 maximum fine and up to one(1) year in prison for basic offenses. • $100,000.00 maximum fine and up to five (5) years in prison for offenses committed under false pretenses. • $250,000.00 maximum fine and up to ten (10) years in prison for offenses committed with intent to sell, transfer or use individually identifiable health information for commercial advantage, personal gain, or malicious harm. Amendments to HIPAA Privacy Standards: CyraCom will provide written amendments to the HIPAA Privacy Standards to all Business Associates as they are published, for all requirements and guidelines that may affect the performance of Business Associateôs duties. Executed copies of these compliance amendments will be returned to the CyraCom Privacy Officer and kept in the Business Associateôs personnel file. 7. CyraCom International Confidentiality Standards: The interpreter/translator shall maintain confidentiality of all assignments.

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Information confidentiality is one of the key elements to successful interpreting/translating. Once communicated, the interpreter/translator is expected to withhold any further comment or information obtained during the course of the interpretation/translation to anyone other than the client(s) (at their express request) at any time. The Interpreter/Translator is allowed to make notations about the translated/interpreted call only for his/her personal call record, but these notations may contain only information regarding the date when the call was received, the call starting and ending time, the language he/she translated to/from, necessary notes to improve interpretation, and the client's name. The interpreter/translator must establish and maintain appropriate safeguards to insure the confidentiality of these call records, and may not share their content, in any format, with anyone. We require that interpreters destroy all notes pertaining to interpretations in a specified amount of time after they were initially taken (within 24 hours of their creation). Destruction of interpreter notes must comply with provision 2996 of the Code of Federal Regulations, Title 41, for the Health Care Finance Administration (HCFA), and also comply with Federal Acquisition Regulation (FAR Part 24, Protection of Privacy and Freedom of Information) subpart 24.101 ï 24.104. An interpreterôs failure to comply with information confidentiality protocol may include, but is not limited to, suspension, dismissal, and any civil or criminal charges and penalties prescribed by law. The Privacy Act of 1974 (Public Law 93-579) requires that Interpreters/Translators establish appropriate safeguards and awareness to ensure the confidentiality of all records. The intent is to protect the persons on whom information is gathered and/or maintained from improper use of that information which could result in substantial harm, embarrassment, inconvenience, or unfairness. Improper disclosure is cause for a criminal Action to be filed by the United States Government. A criminal charge of a misdemeanor and fine up to $ 5,000 is provided by the Privacy Act of 1974 (Public Law 93-579). Summary: The seven laws, acts and standards identified here to ensure the confidentiality of protected information have a substantial degree of overlap in the areas of spirit and intent. Whereas, however, the Privacy Act of 1974 is an all-encompassing legislation, the requirements of HIPAA are more narrowly defined to the specific circumstances of todayôs health care industry. Since CyraComôs clients represent a wide spectrum of governmental, health care, and institutional organizations, we have summarized for each the key compliance components affecting your obligations as an employee, interpreter, or contractor working for CyraCom. CyraCom intends for the ñgreater or more stringentò privacy standard to always be the general standard by which our performance as a company and as a Business Associate is measured. As an employee or contractor, you are also expected to adhere to the ñgreater and more stringentò standard when confronted with a situation where more than one standard may apply. CyraCom may amend this Confidentiality Agreement from time to time as required by law and/or corporate policy. If amendments are required, CyraCom will send a copy of amended sections to each employee, interpreter, and business associate. For Questions and Compliance Issues: Contact the designated Privacy Officer of CyraCom International at 1-800-713-4950 to discuss any issues regarding this agreement and your compliance with Information Confidentiality Requirements.

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CyraCom International Interpreter Agreement for

Information Confidentiality Requirements

And Applicable Federal Laws & Regulations

I, the undersigned, have read, understand and will comply with all Information Confidentiality laws, regulations, guidelines and standards required by CyraCom International and its clients, for which all the above Federal Regulations and CyraCom International standards apply. I furthermore agree to contact CyraCom International to resolve any questions I have regarding the intent, spirit, or compliance to these standards.

Signature

Print name

Date

An executed copy of this agreement must be received by CyraCom International, and filed in the interpreter’s employee or contractor file, prior to receiving any interpretation assignments from CyraCom. Interpreters should also keep a copy of these requirements and agreement in their personal records.

For office use only: Date received by Interpreter Services: ______________ Received by: ____________________________ Designated Privacy Officer for HIPAA Compliance: _____________________

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The Parties

CyraCom International, Inc. (ñCyraCom") is an Arizona corporation that owns valuable confidential information concerning its Transparent Language Services and related products.

______________________________ (ñEmployeeò) is a new employee of CyraCom.

This Agreement

This Agreement is effective _______________, 2012, between Employee and CyraCom. This Agreement, including the documents referenced herein, contain the entire agreement and understanding between Employee and CyraCom concerning the subject matters addressed herein. This Agreement may not be modified except in a writing signed by both Employee and CyraComôs Chief Executive Officer ("CEO").

Consideration

Employee is a new employee to CyraCom and acknowledges that the offer of employment to him/her constitutes valuable and sufficient consideration for the promises made in this Agreement.

Terms of Employment

Employee understands that his/her employment with CyraCom is terminable at will, meaning that Employee may resign and CyraCom may terminate Employeeôs employment at any time, with or without notice, for any lawful reason. Employee understands that this at-will status cannot be changed except in writing signed by CyraComôs CEO.

Employee further understands that s/he is required to be familiar with CyraComôs policies, including those in the CyraCom International Employee Manual, and that those policies apply to him/her. Employee understands that CyraCom may change those policies and that manual from time to time, and as that happens, the changed policies will apply to Employee. If there is any conflict between the provisions of the Manual and this Agreement, this Agreement shall prevail.

NON-DISCLOSURE AND CONFIDENTIALITY AGREEMENT

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Non Competition During Employment

Employee agrees that so long as s/he is working for CyraCom, s/he will not directly or indirectly engage in or undertake any business activity competitive with the work performed for CyraCom.

Confidential Information

"Confidential Information" means nonpublic information relating to CyraCom 's global language communication services and related products and business and includes, without limitation, inventions (whether or not patentable), know-how, ideas, designs, computer programs, technical drawings, schematics, formulas, algorithms, business processes, financial information and forecasts, product development, marketing, and business plans and strategies, customer lists and information relating to customers, lists identifying CyraCom independent contractors and information relating to CyraCom's independent contractors, and information CyraCom may receive or has received from others that it is obligated to treat as confidential.

Confidential Information does not include information that was generally available to the public at the time of disclosure, or later becomes publicly known other than through Employeeôs actions or information that was already know to Employee before Employee learned it from CyraCom . If Employee believes s/he has prior knowledge of any Confidential Information learned on the job, Employee will notify CyraComôs Human Resources Director of such knowledge within thirty (30) days, identifying the Confidential Information and the source of public information.

Employeeôs Obligations Concerning Confidential Information

Employee understands that during his/her employment, CyraCom will disclose to him/her Confidential Information so that Employee can perform his/her duties for CyraCom. Employee recognizes that all Confidential Information remains the property of CyraCom and, in sharing that Confidential Information with Employee, CyraCom is not granting Employee any license or any other interest in the Confidential Information.

Employee agrees to the following obligations pertaining to CyraCom Confidential Information:

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a. I will hold Confidential Information in secret, and will not disclose it to any non-CyraCom personnel without first obtaining the express written authorization of CyraCom.

b. I shall not use or disclose to any third party, during my employment or after, any Confidential Information unless I get prior consent in writing from CyraComôs CEO.

c. I shall use Confidential Information only for the benefit of CyraCom in the course and scope of my employment.

d. I may disclose Confidential Information if ordered to do so by a court or other governmental order, provided I first give reasonable notice and an opportunity to participate in the proceedings to CyraCom.

e. I shall return all Confidential Information provided to me by CyraCom and any copies, notes or other documents pertaining to CyraCom Confidential Information upon the termination of my employment for any reason.

f. For one year after the end of my employment with CyraCom, I will not directly or indirectly solicit, agree to perform or perform services of any type that CyraCom can render ("Services") for any person or entity who paid or engaged CyraCom for Services, or who received the benefit of CyraCom's Services, or with whom I had any substantial dealing while employed by CyraCom. However, this restriction with respect to Services applies only to those Services rendered by myself or an office or unit of CyraCom in which I worked or over which I had supervisory authority.

g. I will not, for a period of one year following the termination of my employment with CyraCom, directly or indirectly solicit any of CyraCom's employees or independent contractors to work for me or for any other entity, if I or the other entity engages in the same or a similar business as CyraCom.

h. Nothing in this Agreement will prevent me from using skills and knowledge of a general nature gained while I am employed by CyraCom after my employment with CyraCom terminates.

i. I understand that if I violate my obligations under this Agreement, I may be liable to CyraCom for any monetary damages my violation causes. In addition, I understand that monetary damages may be difficult or impossible to determine, or may not be a sufficient remedy for

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unauthorized disclosure of Confidential Information and that CyraCom shall be entitled, without waiving any other rights or remedies, to injunctive or equitable relief as may be deemed proper by a competent jurisdiction including, by way of example, an order of the Court directing me to cease using or disclosing Confidential Information or otherwise violating this Agreement.

Copyrights

CyraCom shall own all copyright in all works produced by Employee or to which Employee contributed within the scope of Employee's employment as "work made for hire." All works produced by Employee or to which Employee contributed shall be deemed CyraCom's "works made for hire" if Employee used any facility, equipment, trade secrets, Confidential Information, supplies, or other property or resources of CyraCom in producing or contributing to a work. Employee hereby conveys to CyraCom all of Employee's copyright in such works and Employee agrees s/he shall have no co-ownership of such copyrights.

Disclosure and Assignment of Inventions

Employee shall promptly disclose in writing to CyraCom, and assign to it, both during and after termination of employment, all inventions, discoveries, improvements, and developments, whether patentable or not, as well as patent and patent applications (collectively "Inventions") which are or were

(i) made, conceived, developed or acquired by Employee, alone or jointly with others,

(ii) in the course of Employee's employment by CyraCom,

(iii) which result from any work performed by the Employee for CyraCom,

(iv) have any connection to CyraCom's business, or

(v) which are made, conceived, developed, or acquired through the use of any facility, equipment, trade secrets, Confidential Information, supplies or other property or resources of CyraCom.

Such Inventions shall be the exclusive property of CyraCom. If requested by CyraCom, Employee shall sign all documents and take

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any other actions which CyraCom deems necessary or appropriate to obtain and maintain patents for all Inventions and to protect CyraCom's rights in any trade secrets and Confidential Information not patented.

In addition to Employee's other compensation, CyraCom shall pay an amount of $500 to Employee for the assignment of any patent which issues showing Employee as an inventor. The $500 shall be evenly divided among Employee and other inventors, if any.

This obligation does not apply to an invention that Employee developed entirely on Employee's own time without using CyraCom's equipment, supplies, facilities, or Confidential Information.

Severability.

In the event that any provision of this Agreement is determined by the arbitrator or by a court of competent jurisdiction to be illegal, invalid or unenforceable to any extent, such provision shall be enforced to the extent permissible under the law and all remaining provisions of this Agreement shall remain in full force and effect.

No Breach of Other Agreements

Employee represents and warrants that neither this Agreement nor his/her employment with CyraCom will breach any agreement, obligation, or other commitment by Employee to anyone else. Employee shall not use in the course of his/her employment by CyraCom or disclose to CyraCom any trade secret or confidential information belonging to anyone else which Employee is restricted by written agreement from using except with the written permission of a person who has the right to grant permission.

Interpretation of this Agreement

This Agreement shall be governed by, and construed in accordance with, the laws of the State of Arizona. If any court of competent jurisdiction finds any provision of this Agreement to be illegal, invalid or unenforceable, that provision shall be limited or eliminated to the minimum extent necessary so that the Agreement may otherwise remain in full force and effect.

Successors and Survival of Obligations

This Agreement shall inure to the benefit of, and be binding upon, the parties and their respective heirs, executors, administrators, legal

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representatives, successors and assigns. Employee's promises set forth herein shall survive the termination of Employee's employment with CyraCom.

Validity of Copies

This Agreement may be executed in counterparts, each of which shall be an original and all of which shall constitute a single instrument. Signed copies sent by facsimile will be considered valid and binding.

EMPLOYEE CYRACOM INTERNATIONAL, Inc. _____________________________ ____________________________ NAME (PLEASE PRINT) NAME (PLEASE PRINT) ____________________________ ____________________________ ADDRESS (PLEASE PRINT) SIGNATURE _____________________________ ____________________________ CITY, STATE, ZIP (PLEASE PRINT) TITLE _____________________________ ____________________________ SIGNATURE DATE _____________________________ DATE

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Attachments VLS 3: Audited Financials

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kmowbray

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Attachments VLS 4: Disaster Recovery Plan

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kmowbray

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Attachments VLS 5: Contractor’s Quality Assurance Plan

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Attachments VLS 6: Customization and Reporting Capabilities

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kmowbray

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5780 N. Swan Rd. | Tucson, AZ 85718 | phone (866) 742-9080 | fax (520) 745-9022 | www.voiance.com

Customization & Reporting Capabilities

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Table of Contents

Over-the-Phone Interpretation | Communication System .......................................................................................................................... 1

Performance Metrics | How Voiance Measures the Performance of OPI .............................................................................................. 2

Account Management Navigation | Call Analysis, PIN Management, Invoicing ........................................................................3-5

Reporting | Language Usage ........................................................................................................................................................................................6-8

Reporting | PIN Usage ....................................................................................................................................................................................................9-10

Reporting | Tag Usage ................................................................................................................................................................................................. 11-12

Reporting | Call Detail by Employee ID.....................................................................................................................................................................13

Reporting | Call Detail by MRN.......................................................................................................................................................................................14

Reporting | Average Handle Time & Average Speed of Answer ...............................................................................................................15

Support Materials | Additional Support ..................................................................................................................................................................16

Contact Us ...................................................................................................................................................................................................................................17

Voiance, LLC • Confidential Communication

5780 N. Swan Rd. | Tucson, AZ 85718 | phone (866) 742-9080 | fax (520) 745-9022 | www.voiance.com of 221

Voiance Language Services, LLC • Confidential Communication


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Phone Interpretation | Communication System

Our system enables fast, uninterrupted and customized access to interpreters.

Call AuthenticationVoiance’s Phone Interpretation service can be accessed from any phone, at any time. To ensure total confidentiality and customized reports, your account information is authenticated before connecting to an interpreter. Depending on the available phone system, the information can be pre-programmed or entered manually.

With Voiance’s optional auto-authentication feature, calls and client billing information can be authorized automatically through incoming ANI.

Voice-Activated RoutingWith our automated system, you can easily navigate the call flow by voice command and select the required language by speaking its name. All calls are then connected to the first available interpreter in less than 15 seconds, on average.

Key BenefitsFlexibility – immediate response regardless of the time of day or night. Efficiency – fast connections reduce your average handle timeAvailability – never receive a busy signal

Customized Records Customize your call flow to capture an agent ID, department number, claim number, cost center code, or employee ID number as a part of any interpretation session. Monitor customized records using Voiance’s real-time business intelligence and online account management tool.

Advanced Online Tool for Real-Time Usage TrackingVoiance’s systems are designed to help clients manage and monitor their Phone Interpretation resources and anticipate future demands for language services. By viewing usage volume that is updated every 15 minutes, you will be able to effectively manage language service utilization resulting in more efficient customer care.

Live OperatorsLive Operators are available in situations where more specific or custom information needs to be captured prior to the start of an interpretation session.

ConferencingYou can enter additional party phone numbers as optional call information and/or during the interpretation session. All additional party functionality is customizable and can be enabled or disabled per client preference.

System RedundancyThe Voiance Communication System is designed to deliver continuous service 24/7 by using a distributed architecture between multiple facilities and telephony providers. Voiance’s award-winning system has 99.999% availability, meaning that you will always have access to a professional interpreter when you need it.

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Performance Metrics | How Voiance measures the performance of Phone Interpretation

Voiance’s clients benefit from the convenience, easy accessibility and cost-effectiveness of Phone Interpretation. In 1995, our organization’s patented dual-handset phone technology revolutionized the delivery of the service. Today, with over 3,000 clients in over 100 sectors, Voiance leads the establishment of performance metrics in the Phone Interpretation industry.

Voiance operates three onshore contact centers where we follow best practices and service level metrics of the Teleservices industry. With interpreters located exclusively in the United States, we excel in metrics such as availability of service, average speed of answer, and interpretation call duration.

Availability of ServiceWe guarantee 99.999% phone system availability. Our fault-tolerant telephone and networking systems have not experienced any downtime since the implementation of our current architecture. Our system has no single point of failure.

As Voiance grows, we continue to improve service levels like Average Speed of Answer (ASA) and become more efficient in a way that competitor at-home models cannot.

Average Speed of AnswerVoiance guarantees a 15 second or less ASA across all languages. This is the fastest advertised average speed of answer that has also been independently verified by an independent third party (Benchmark Portal, a contact center certification company).Workforce management specialists in our interpreter contact centers and a dedicated analyst team work together to ensure service levels are met by monitoring and adjusting schedules, staffing, and other resources.

Call Duration (Average Handle Time) Achieve up to 15% reduction in the average duration of interpretation calls. We achieve high quality interpretation and shorter interpretation calls through our interpreter qualification process. Shortening the average call length directly leads to cost savings. A substantial employee workforce enables us to train interpreters on key competencies, while avoiding common interpreting errors such as omissions, additions, substitutions, and paraphrasing. Interpreters also obtain training in protocols and best practices that lead to outstanding customer service, as well as the correct use of terminology, fluidity, and minimal hesitancy when switching languages. All interpreters receive monitoring on at least four calls per week to evaluate the correct application of these skills. Voiance also provides client-staff training and in-servicing support to ensure the effective utilization of our Phone Interpretation, which leads to additional efficiencies.

The ComparisonVoiance’s performance continues to improve the convenience and cost-effectiveness of Phone Interpretation. We invite you to compare. Our metrics have been calculated across multiple months, all clients, and all languages. Depending on volume, these metrics may be better or worse than the average. There is only one way to tell – we invite you to conduct a trial with Voiance and compare the results.

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Account Management | Home24/7 access to Voiance’s Online Account Management portal which is designed to help manage, monitor and anticipate demand for language services.

Online Account Management benefits:• Create and manage access codes (PINs) to track service usage • View current reports: Get up-to-date information on usage • Download paperless, eco-friendly monthly invoices • Request an interpretation session right from the web • Administrate user access in your organization

Reporting

During the implementation process, your Strategic Account Manager will work with you to identify your reporting needs and ideal process for accessing these reports.

Voiance will provide access to online business intelligence and reporting tool which will satisfy your reporting requirements regarding usage data (i.e. number of calls, languages, call length etc.). In addition, ad-hoc reports can be created to report service levels metrics such as average speed of answer and abandon calls.

Monthly service performance reports include:

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Account Management | Call Analysis | Calls by Day

Account Management | Call Analysis | Spanish Language

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Account Management | PIN Management

Account Management | Invoicing

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Reporting | Language Usage (1 of 3)

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Reporting | PIN Usage by MonthNote: Only first two pages in report shown as example.

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Reporting | PIN List sorted by Tags Note: Only first page in report shown as example.

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Reporting | Tag Usage with PINs

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Reporting | Tag Usage

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Reporting | Call Detail by Employee ID

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Reporting | Call Detail by MRN

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Customer No. Customer Name Calls Minutes Average Handle Time (AHT)

A1234567 Sample Customer Name 877 7,961 9.08

Average Handle Time (AHT) - Sept. 2012

Language Calls Service Level

ASA Calls Answered

Abandoned by Caller

Amharic (Ethiopia) 2 100.00% 14 2 0

Arabic 87 100.00% 6 87 0

French 1 100.00% 5 1 0

Iraqi Arabic 1 100.00% 30 1 0

Kinya/Rwanda 8 100.00% 11 8 0

Navajo 8 100.00% 18 8 0

Nepali 29 100.00% 5 29 0

Pidgin English 1 100.00% 0 1 0

Polish 1 100.00% 5 1 0

Russian 16 100.00% 4 16 0

Somali 4 100.00% 10 4 0

Spanish 678 93.36% 7 676 2

Sudanese Arabic 4 100.00% 8 4 0

Swahili 6 100.00% 10 6 0

Taechew 1 100.00% 0 1 0

Tigrigna (Eritrea) 14 92.86% 6 13 1

Vietnamese 9 100.00% 3 9 0

Yemeni Arabic 1 100.00% 22 1 0

Total 871 9 868 3

Average Speed of Answer (ASA) - Sept. 2012

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Mobile application specifically for healthcare setting offers ease of use and mobility.

Support Materials | Voiance Application for iOS and Android Devices

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Voiance’s mobile application was produced specifically for repeat users, for those using either iPhone, iPod or iPad. The app creates an efficient method for initiating Over-the-Phone Interpretation calls in over 150 languages. Voiance’s app offers existing clients an efficient method to initiate Over-the-Phone Interpretation calls in over 150 languages.

Voiance’s Over-the-Phone Interpretation service is available wherever there is a telephone connection. Users may connect to an interpreter with greater ease and efficiency than ever before. Designed for existing Voiance clients, it provides the latest in technology for the United States’ increasing language service needs. All calls initialized from the application are recorded to the user’s real-time business intelligence reports, including PIN associated with the call.

How To

Download and Sign into the Voiance Application

1. Search for “Voiance” in the App Store on your iOS device or the Android Marketplace on your Android device.

2. Download the app to your iOS or Android device.

3. Enter your Voiance online Account Management sign in information. If you do not know the Account Management sign in information, speak with the person in charge of language services for your facility or your Voiance Account Manager.

4. After signing in, follow the instructions below to connect to an interpreter. You will be automatically signed in the next time you open the Voiance application.

Get an Interpreter

1. Select the proper account. An account is selected for you by default, but you may change it if needed.

2. Enter your PIN

3. Select a language.

4. Enter a callback number. You can choose to receive an interpretation call on your mobile device or any other phone.

5. Fill out any other required call information (These fields are displayed based off the PIN you entered).

6. Optionally, fill out any of the optional call information.

7. If all of the information you provided is valid, the Call button will be enabled.

8. Press the Call button. If you requested a callback on your mobile device, activate your speakerphone once you receive the interpretation call, or utilize the Additional Party feature to conference in another phone.

Scan with your phone to go to the iTunes Store to download the free app

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Phone: (520) 745 9447 ext. 0 Fax: (520) 745-9022 Email: [email protected] Web: www.Voiance.com

Mailing Address:Voiance5780 North Swan RoadTucson, Arizona 85718

Contact Us | Additional Information

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response to the state of new mexico - amazon s3 · remote interpretation (vri), on-site...

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