STRATEGIC PRIORITY: Government Performance & Financial Management
AGENDA DATE: December 14, 2022
COUNCIL DISTRICT(S): All
DEPARTMENT: Office of Procurement Services
EXECUTIVE: Jack Ireland
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SUBJECT
Title
Authorize Supplemental Agreement No. 1 to increase the service price agreement with Language Line Services, Inc. through the Department of Information Resources cooperative agreement for language interpretation services for call centers - Not to exceed $158,053.00, from $632,212.00 to $790,265.00 - Financing: General Fund ($156,978.24) and Risk Management Fund ($1,074.76)
Body
BACKGROUND
This action does not encumber funds; the purpose of a service contract is to establish firm pricing for services, for a specific term, which are ordered on an as needed basis.
This Supplemental Agreement will provide for language interpretation services for the City's 9-1-1 and 3-1-1 call centers and will provide interpreter services for more than 240 languages. As a diverse City, the call centers receive calls that require immediate and accurate translation service. The call centers processes an average of 5,000 emergency calls for service per day. The City uses staff to translate as often as possible, but at times call volume necessitates the need for an outside vendor to assist in translating calls.
Communication barriers pose a difficult challenge to any government agency. This service price agreement also provides Video Remote Interpreting for the limited English speaking, deaf and hard of hearing community that face a unique communication barrier that impedes their ability to effectively communicate. This contract provides access to video interpreters to see firsthand the critical non-verbal gestures, body language or facial expressions during the encounter, which improves understanding and clarity of communication.
The contractor will provide the City with a central phone number for remote cap...
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