Board told data-driven RFQ and two-vendor approach cut interpreter service problems

Janet Drainer told the board that after analyzing dashboard data the language access team redesigned solicitation requirements and narrowed vendor responders to improve service reliability. She said eight vendors initially responded to the over-the-phone interpretation RFQ; the board selected the top five for closer review and ultimately awarded two primary vendors to share the workload.

Drainer explained the rationale for the split and said the change reduced performance problems. "This was from February ... 72% deficient... Now, this September, if you look, there is not a percent deficiency above 3%," she said, presenting side-by-side deficiency figures and arguing the two-vendor approach and updated contract requirements reduced disconnections, poor quality and wait times.

She also said prescheduling for languages that have been difficult to source and better contract monitoring have reduced the need to continue hearings. The board heard examples of cases where prescheduling allowed two interpreters to be on the line so a claimant and a witness speaking different languages could both be understood.