HomeMy WebLinkAboutRESPONSE - RFP - 8312 TRANSCRIPTION SERVICESRequest for Proposal No. 8312
TRANSCRIPTION
SERVICES
City of Fort Collins
Financial Services
Purchasing Division
215 N. Mason Street, 2nd Floor
Fort Collins, CO 80522
Response Due: May 27, 2016
Net Transcripts, Inc.
3707 N 7th Street, Suite 320
Phoenix, AZ 85014
ORIGINAL
Ed Bonnette, CPPB, CPM, Senior Buyer
City of Fort Collins
Purchasing Division
215 N. Mason Street, 2nd Floor
Fort Collins, CO 80522
RE: RFP No. 8312 – Transcription Services
Mr. Bonnette,
On behalf of Net Transcripts, I would like to thank you for the opportunity to participate in this
bid solicitation. It has been our privilege to have worked with Ms. Lisa Robles over the past
several months to demonstrate the benefits of outsourcing transcription services.
It is our goal to provide government agencies with a secure, cost-efficient alternative for
completing the transcription of highly sensitive, confidential information. We realize this is a
critical task that many agencies rely upon, but often struggle to process with in-house
personnel. We strive to provide a secure, user-friendly service, and to reliably and accurately
process large volumes of transcription at significantly less cost.
Net Transcripts provides several different ways for our customers to transfer audio files to us for
transcribing – secure web upload, mobile application submission, and dial-in dictation platform.
We've developed these methods to provide flexible options to enable agencies to securely
outsource the transcription of both dictated officer reports and verbatim interviews/statements.
Our Web-based Transcript Management Center, which FCPS has been utilizing, was
specifically developed to facilitate the secure, encrypted transfer of digital audio recordings to us
for processing and the return transfer of completed transcribed documents within a secure
communications and operation environment. It also provides the ability to search through past
and pending order requests and offers a centralized solution to managing transcription requests.
I would also like to acknowledge the Department’s recent experience with turnaround delays.
We have addressed these concerns and how we intend to resolve them within this proposal. I
believe these changes will improve the timeliness with which FCPS receives transcribed
reports.
I hope you will find our response to be comprehensive of our service options and platforms.
Should you have any additional questions or seek further information, please contact me so I
can be of assistance.
Kind Regards,
Gary Nudd
CEO
3707 North 7th Street, Suite 320 ● Phoenix, AZ 85014 ● 800.942.4255 ● 480.556.9676fax ● www.NetTranscripts.com
NET TRANSCRIPTS, INC.
RFP NO. 8312 – TRANSCRIPTION SERVICES PAGE 2
INDEX
INDEX
Special Considerations ………………………………………...………………………………... 3
Methods and Approach ……………………………………………………………...…………... 4
1. CJIS Compliance …………………………………………………………….............. 4
2. Confidentiality ………………………………………………………………………….. 4
3. Process …………………………………………………………………………………. 4
4. Quality Assurance ……………………………………………………………............. 5
5. Turnaround Time ……………………………………………………………………… 5
6. Training …………………………………………………………………………………. 6
7. Software and Equipment ……………………………………………………………... 6
8. Archiving ………………………………………………………………………............. 6
9. Contingency ……………………………………………………………………………. 6
10. Transcribed Reports …………………………………………………………............. 6
11. Implementation Plan ………………………………………………………………….. 7
12. Sustainability …………………………………………………………………………… 7
Qualifications and Experience …………………………………………………………………. 8
List of Project Personnel ………………………………………………………………………… 10
Availability …………………………………………………………………………………………. 12
Cost Schedule ……………………………………………………………………………………... 13
Signed Vendor Statement ……………………………………………………………………….. 14
Addenda
Attachment A – Security Addendum
Attachment B – Quick Reference Guide (Administrator)
Attachment C – Sample Report
Attachment D – Resumes
NET TRANSCRIPTS, INC.
RFP NO. 8312 – TRANSCRIPTION SERVICES PAGE 3
SPECIAL CONSIDERATIONS
SPECIAL CONSIDERATIONS
The following proposal addresses how Net Transcripts is qualified to provide secure,
confidential transcription services to Fort Collins Police Services. However, we would like to
bring special attention to the following topics:
Confidential Information
Net Transcripts has marked several portions within this response as Confidential and
respectfully request that information not be disclosed as public information. Net Transcripts
shall provide redacted copies upon request.
Caution Against Offshore Transcription Sources
Net Transcripts promotes the fact that our services are provided by professionals who are all
located within the United States. In our experience, a majority of offshore transcription
companies specialize in medical or financial transcription and cannot handle the language or the
specific skills required for the more demanding challenge involved with law enforcement
transcription. Professionals from offshore countries tend to miss the nuances of Americanized
English, which often results in surprising errors and, thus, the need to perform costly and time-
consuming corrections to transcripts utilized as evidence in the prosecution of crime.
Additionally, not all international organizations recognize the rule-of-law that Americans require.
Accordingly, we have found there is no way to hold offshore professionals accountable for their
actions.
To clarify, all transcription services provided by Net Transcripts are produced by highly qualified
American citizens who work and reside within the United States.
Value-Added Considerations
Net Transcripts provides free, hosted dictation platforms should the Department need back-up
systems or wish to explore alternative ways reports can be dictated, including our Smartphone
Application, and Dial-in Dictation Service. Please contact us for more details about either of
these options.
Additionally, Net Transcripts provides verbatim transcription services of interviews, hearings,
phone calls, and other investigative recordings. We also provide several different service
options for transcribing and/or translating foreign language recordings and documents.
Hours of Operation
Net Transcripts’ business hours are Monday – Friday from 8:00 am CT to 6:00 pm CT. Orders
placed during these hours will be processed on the day they are received. Orders received
after hours will be processed the next business day (interviews only).
All dictated officer reports are automatically processed and returned 24/7/365, including nights,
weekends and holidays, and are not subject to our normal hours of operation.
Holidays Observed: New Year’s Day, Memorial Day, July 4th (observed), Labor Day,
Thanksgiving and the day following, Christmas Eve, Christmas Day and New Year’s Eve.
NET TRANSCRIPTS, INC.
RFP NO. 8312 – TRANSCRIPTION SERVICES PAGE 4
METHODS AND APPROACH
METHODS AND APPROACH
1. CJIS Compliance
The electronic transfer of files via our Transcript Management Center complies with
minimum federal regulations including FBI Criminal Justice Information Services (CJIS);
FIPS 200, Minimum Security Requirements for Federal Information and Information
Systems; Homeland Security Presidential Directive 12; Privacy Act of 1974; E-
Government Act of 2002; Federal Information Security Management Act of 2002; and
Health Insurance Portability and Accountability Act of 1996 (HIPPA).
Please refer to Attachment A – Security Addendum for additional details regarding Net
Transcripts data security protocols and procedures
2. Confidentiality
All employees and subcontractors undergo a national-level criminal background check.
Criminal checks include a nationwide search for public records of felonies and
misdemeanor offenses. Each individual is also checked against the national Sexual
Offenders Registry. No person with felony arrests or involvement with misdemeanors of
moral turpitude, perjury or false statement issues shall be permitted to be involved in any
manner.
The company that completes these security checks on behalf of Net Transcripts is
HireRight, Inc., 3349 Michelson Dr., Suite 150, Irvine, CA 92612.
Identities are confirmed by a sworn official who also finger prints each applicant.
Fingerprint cards are maintained on file. Social security number(s) are confirmed and a
complete home address history is verified. Address history is used to verify where
applicants have worked and the time frames stated on their resume.
All employees and subcontractors are bound by a Confidentiality Agreement which
includes Conflict of Interest provisions that were specifically created for the services that
Net Transcripts performs. These agreements are meant to protect and preserve the
confidentiality and privacy of all information, including: any material contained on
audio/video materials; the identities of persons associated with any material being
processed; and the identities of Net Transcripts’ customers including users, staff and
other involved persons. Net Transcripts shall make a copy of this agreement available
to the Department upon request.
3. Process
Services shall be primarily facilitated through our secure website, readily accessible at
https://www.NetTranscripts.com/OrderCenter.
Our Web-based Transcript Management Center provides an encrypted platform through
which a variety of audio and video files can be securely transferred. All files transferred
electronically via the Transcript Management Center are encrypted with 128-bit SSL/TLS
and 2,048-bit RSA encryption key and meet CJIS and FIPS data security requirements.
There are no file size limitations when transferring recordings through the Transcript
Management Center. Dictated reports can be uploaded in batches via our bulk uploader
tool.
NET TRANSCRIPTS, INC.
RFP NO. 8312 – TRANSCRIPTION SERVICES PAGE 5
METHODS AND APPROACH
Upon award of contract, Net Transcripts shall create user accounts as needed for
Department personnel. Designated users will be provided unique login credentials, with
which they can gain confidential access to Net Transcripts’ secure systems to send,
track and retrieve transcription requests. Net Transcripts’ systems support up to three
(3) tiers of user/administrator access: Agency Administrator, Division Administrator, and
General Users.
Administrators can monitor account activity, activate and deactivate users, assign
administrative permissions and manage templates, officer rosters and other supporting
documents all from within this platform.
Completed transcripts can be retrieved electronically via the Transcript Management
Center. Users are automatically notified via email when completed transcripts are
posted to their account. Authorized users can then login and securely download
completed transcripts. Designated Administrators can also access/retrieve completed
reports for subordinate users.
Please refer to Attachment B – Quick Reference Guide (Administrator).
4. Quality Assurance
Net Transcripts guarantees 98.8% error-free transcripts, which meets or exceeds the
most rigorous quality standards in the country. Net Transcripts maintains a Quality
Control (QC) Department to ensure adherence to quality specifications. Every transcript
is verified through Net Transcripts’ QC Department before the final copy is delivered to
the customer.
Accuracy is defined as the correct words as spoken in the audio file, proper spelling of
words, adherence to formatting specifications, and the proper use of any provided
participant/terms lists on all transcriptions. Accuracy measurement for transcription will
not be impacted if NT cannot understand words due to extraneous background noises,
crosstalk, poor recording acoustics, recording equipment failures/problems, or words in
languages other than English and English words spoken with foreign accents.
Inaudible portions of the recording are marked as “(unintelligible)”. Words, names,
locations, and/or phrases where the spelling or accuracy is questionable will otherwise
appear in parentheses. Net Transcripts maintains “Parts Lists” for some of their
customers. Such lists may contain rosters of people who may regularly be heard on
recordings, industry relevant terminology, location names, acronyms, etc.
Regardless, transcription work containing errors identified by the Department may be
returned to Net Transcripts for immediate correction. Corrections to all transcripts are
made free of charge.
5. Turnaround Time
Net Transcripts provides several different turnaround options that can be selected by the
user at the time a transcription request is placed. Our platform automatically calculates
turnaround deadlines based upon the turnaround selected. Net Transcripts’ Production
Team verifies this deadline and ensures transcribers adhere to assigned deadlines.
The following turnaround options are available for Dictated Officer Reports:
NET TRANSCRIPTS, INC.
RFP NO. 8312 – TRANSCRIPTION SERVICES PAGE 6
METHODS AND APPROACH
24-hour
12-hour (ASAP)
3-hour (STAT)
6. Training
Continued training is essential for Net Transcripts to maintain accuracy and provide
knowledgeable customer and technical assistance. Employee and Subcontractor training
is either provided on a one-on-one or group basis, depending on the training topic and
scheduling. Training is provided by Net Transcripts’ management team at varying levels.
Training topics typically include: hardware operation, software operation, phone
operation, customer service techniques, document formatting, grammar and
punctuation, web research techniques, and techniques and tools for adherence to
special client requirements.
Training initially occurs upon hiring and must be completed accurately before the
employee or subcontractor begins working with ‘live’ files. Additional training occurs
when new hardware, software, operating procedures or other policies are introduced.
Training occurs to meet the special needs/requirements of individual clients. The Quality
Control staff provides daily feedback regarding the quality and accuracy of their work.
Individual coaching occurs on an as-needed basis.
7. Software and Equipment
The use of Net Transcripts’ service does not require any specialized hardware or
software. Services shall be primarily facilitated by transferring files through our secure
website, which requires the use of Internet browser software. Our platform is optimized
for use on Google Chrome and Internet Explorer 10 or newer. Please refer to
Attachment B – Quick Reference Guide (Administrator) for more information and screen
shots of our web-based Transcript Management Center.
8. Archiving
Once transcripts have been completed, they will be available through the Department’s
secure account for a ninety (90) day period, upon which they are automatically purged
from the online database. The associated audio file(s) are also purged at this time.
Transcripts are archived for up to three (3) years and can be made available upon
request.
9. Contingency
Net Transcripts currently has a Disaster Recovery Plan in place in the event of data loss
or natural disaster. This plan covers multiple types of disasters by creating teams to take
care of specific tasks. Included in the plan are system backups, redundancies, areas to
record events and procedures of what to do. Currently, data loss would be less than one
day if the data center was destroyed, as a current image is sent to the off-site locations
nightly. Once service is restored, we do guarantee that the site will be available, but
cannot guarantee any data or telecom issues outside of our network if the disaster is
greater than our location.
10. Transcribed Reports
It is Net Transcripts’ standard procedure to return all completed transcripts as a
Microsoft Word (.doc, .docx) document formatted to print in black ink on an 8-1/2” x 11”
sheet of paper, in the following layout:
NET TRANSCRIPTS, INC.
RFP NO. 8312 – TRANSCRIPTION SERVICES PAGE 7
METHODS AND APPROACH
Font: Times New Roman, 12pt
Page Setup: Single-spaced, consecutive line and page numbers
Margins: 1” top, bottom, left, right
Header: Times New Roman, 9pt
Document Header & Title blocks include the officer’s name, badge number, date
and time of report, and case number (if provided).
Please see Attachment C – Sample Officer Report.
Net Transcripts is capable of accommodating most special formatting requests to ensure
transcribed reports are provided in a manner that is consistent with the Department’s
current operating procedures. Additionally, our transcriptionists are trained to follow
requested formatting instructions spoken during dictation. This includes bolding,
underlining, or italicizing words, creating numbered or bulleted lists, correcting
misspoken statements, and completing document fields.
11. Implementation Plan
As the incumbent service provider, Net Transcripts’ services are already implemented
within the Records Department.
In addition to transcribing dictated officer reports, Net Transcripts provides verbatim
transcription services of interviews, hearings, phone calls, and other investigative
recordings. We also provide several different service options for transcribing and/or
translating foreign language recordings and documents. In addition to Spanish, Net
Transcripts has resources available for other foreign languages, including most Asian,
European and Middle Eastern dialects.
Should the Department consider the expansion of our services to assist other divisions
(i.e. Criminal Investigations, Internal Affairs) the following steps shall be followed:
1. Initial Consultation
2. Account Setup / User Configuration
3. User Training
4. Phased Deployment (depending on volumes and availability)
5. Periodic Performance Review
12. Sustainability
Net Transcripts takes measures to ensure we are following environmentally-friendly,
sustainable business practices. This includes promoting electronic file transfers,
telecommuting, and virtual customer service in an industry that has historically relied
heavily upon printed paper and the physical transport of files/materials. These practices
greatly reduce the carbon footprint associated with providing our services throughout the
product lifecycle.
Net Transcripts utilizes 50% Post-Consumer Waste Recycled Paper products in printing
bid responses, transcript hardcopies, and other printed materials. We recycle office
waste, printer toners and drums, and regularly shred/recycle paper products used during
normal business activities. Employees that opt to join the Company health insurance
plan are also eligible for the health/fitness reimbursement program to encourage a
healthy, active lifestyle.
NET TRANSCRIPTS, INC.
RFP NO. 8312 – TRANSCRIPTION SERVICES PAGE 8
QUALIFICATIONS AND EXPERIENCE This section contains CONFIDENTIAL INFORMATION
QUALIFICATIONS AND EXPERIENCE
Net Transcripts is a high-volume, verbatim transcription and translation company located in
Phoenix, Arizona. In business since 1988, Net Transcripts serves hundreds of government
agencies nationwide.
Our customers include police departments, sheriff’s offices, city and district attorneys, public
defenders, child protective services, fire departments and other municipal, state and federal
government agencies. The scope of work we process includes patrol and case report
narratives, interviews, interrogations, witness and victim statements, child interviews, 911 and
dispatch communications and more.
We specialize in the transcription of investigative and narrative audio recordings from law
enforcement and other government agencies. As such, our transcriptionists are highly
experienced and skilled in the specific nuances, terminology and procedures associated with
this often challenging type of transcription.
The work we transcribe is typically confidential and requires the utmost accuracy. Therefore,
we have stringent confidentiality, security and quality control measures already in place. We
anticipate the scope of work to be similar in nature to what we have received from these
agencies, which typically include a vocabulary of words and acronyms unique to military/law
enforcement, and requiring the accurate identification of different speakers. It is common for
these recordings to be conducted in uncontrolled environments, over the phone, with a body
wire, with uncooperative subjects or under other circumstances that may make the resulting
audio file more difficult to understand than a conventional controlled recording.
[BEGIN CONFIDENTIAL INFORMATION]
NET TRANSCRIPTS, INC.
RFP NO. 8312 – TRANSCRIPTION SERVICES PAGE 9
QUALIFICATIONS AND EXPERIENCE This section contains CONFIDENTIAL INFORMATION
References
Denver Police Department
Dates served: Jan 2011 – present
Confidential transcription of dictated detective reports.
Las Vegas Metropolitan Police Department
Dates served: Jan 2006 – present
Confidential transcription of officer reports, including arrest reports that need to be completed
within 12 hours or less. We also provide verbatim transcription for all detectives within
Investigation Services Division and Area Commands.
Wichita Police Department
Dates served: July 2012 – present
Confidential transcription and translation of law enforcement interviews, dictated police reports
and other recordings.
Chino Police Department
Dates served: June 2015 – present
Confidential transcription and translation of dictated police reports and other recordings, many
of which need to be completed by end of an officers shift in 3 hours or less.
Pueblo Police Department
Dates served: Feb 2014 – present
Confidential transcription and translation of law enforcement interviews, dictated police reports
and other recordings.
[END CONFIDENTIAL INFORMATION]
NET TRANSCRIPTS, INC.
RFP NO. 8312 – TRANSCRIPTION SERVICES PAGE 11
LIST OF PROJECT PERSONNEL
The transcription team utilizes professional digital transcription software, which includes foot
pedal control, variable speed playback, multi-channel control, sound enhancement and more.
This software supports a wide variety of digital audio files.
Net Transcripts utilizes highly experienced transcribers, proofers and quality control staff to
complete all work. We do not employ the use of voice recognition, which we consider
insufficient for processing audio containing multiple speakers and/or audio which is of poor
quality recording.
The majority of these subcontractors qualify as small, women-owned, minority-owned or
otherwise disadvantaged businesses. These individuals possess a variety of certifications
based on prior or current work history, which may or may not include:
American Association of Electronic Reporters and Transcribers (AAERT)
American Translators Association (ATA)
Certified Shorthand Reporter (certifications vary by State)
Certified Court Report (certifications vary by State)
Certified Court Interpreter/Translator (certifications vary by State)
Law Enforcement Information Management Certificate (LEIM)
Legal Transcription Certificate
Paralegal Associates Degree
Bachelors/Masters Degree, Criminal Justice
Bachelors/Masters Degree, Language Studies
Transcribers are subject to routine performance audits performed jointly by Quality Control and
Human Resources. Transcriber performance is also subject to a 3-Strikes Policy to ensure the
integrity of work.
Based on the Department’s volumes, we anticipate needing to dedicate between five to ten
transcriptionists per day to complete all work within the requested deadlines. These
transcribers have been identified below and their resumes have been enclosed as Attachment D
– Resumes. Please note their personal contact information has been redacted.
D. Page
C. Davis
L. Ireland
D. Silva
A. Young
L. Farris
C. Sinske
L. Brown
C. French
NET TRANSCRIPTS, INC.
RFP NO. 8312 – TRANSCRIPTION SERVICES PAGE 12
AVAILABILITY
AVAILABILITY
On-site Interview
Net Transcripts would be happy to send representatives to meet with Department staff in Fort
Collins. Unfortunately, we have an existing conflict the dates of June 20-24. However, we are
available the following and previous weeks. Please contact Aaron Hammer or Shane Mirkovich
to coordinate on-site interviews.
Availability of Staffing
Net Transcripts acknowledges that recently we have not been successful meeting our promised
turnaround deadlines 100% of the time. In light of this proposal, we have analyzed FCPS’s
daily transcription volumes for the past several months to better understand our strengths and
weaknesses regarding turnaround times. Net Transcripts is willing to share these turnaround
reports with FCPS and discuss our findings during an oral interview.
We have identified vulnerabilities and are in the process of implementing an action plan to better
manage FCPS workload and deadline requirements. This action plan includes delegating
greater oversight responsibilities to management staff, reevaluating staffing levels at various
times of day, and dedicating a team of transcriptionists to specifically process FCPS reports.
Based on the Department’s volumes, we will need to dedicate between five to ten
transcriptionists per day to complete all work within the requested deadlines. These
transcribers have been identified in the List of Project Staff and their resumes have been
enclosed as Attachment D – Resumes.
While we have identified these transcriptionists, others may be utilized in order to complete work
on-time. Regardless of the specific transcriptionist utilized, all have been through Net
Transcripts' stringent vetting process and are uniformly bound by confidentiality and non-
disclosure agreements. Net Transcripts can provide the requested information on
subcontractors that have actually worked on a particular transcript per the Department's
request.
NET TRANSCRIPTS, INC.
RFP NO. 8312 – TRANSCRIPTION SERVICES PAGE 14
VENDOR STATEMENT
VENDOR STATEMENT
I have read and understand the specifications and requirements for this Request for Proposal
and I agree to comply with such specifications and requirements. I further agree that the method
of award is acceptable to my company. I also agree to complete SERVICES AGREEMENT with
the City of Fort Collins within 30 days of notice of award. If contract is not completed and signed
within 30 days, City reserves the right to cancel and award to the next highest rated firm.
FIRM NAME: NET TRANSCRIPTS, INC.
ADDRESS: 3707 N 7TH STREET, SUITE 320, PHOENIX, AZ 85014
EMAIL ADDRESS: INFO@NETTRANSCRIPTS.COM PHONE: (800) 942-4255
BIDDER’S NAME: GARY NUDD, CEO
SIGNATURE:
PRIMARY SERVICES ISSUES CONTACT: SHANE MIRKOVICH, COO
TELEPHONE: (800) 942-4255 Ext 7 CELL: (480) 216-0080
EMAIL: SHANE@NETTRANSCRIPTS.COM
Compensation and Contract Process
A. After contract award, progress invoices shall be billed in monthly installments, subject to
review and approval by the City’s Project Manager. Payment terms will be Net 30 Days
from receipt of invoice.
B. The selected Contractor shall be expected to sign the City’s standard Services
Agreement prior to commencing Services (see sample attached to this Proposal).
C. The City reserves the right to award directly as a result of the written proposals. The City
may or may not opt to conduct oral interviews.
D. The City reserves the right to negotiate with any vendor as determined at the City’s sole
discretion. The City reserves the right to reject any or all proposals, and to waive any
irregularities.
E. COOPERATIVE PURCHASING: The City of Fort Collins allows other Public Agencies
the opportunity to purchase off the Award for this RFP at the option of the Awarded
Vendor. Other public agencies that are members of the Colorado Multiple Assembly of
Procurement Officials (MAPO) cooperative purchasing group in particular may contact
the awarded Service Provider with a desire to participate in any resulting awards as a
potential cooperative user, including:
Larimer County
COMMODITY CODES USED FOR THIS RFP:
96172 Transcription Services, Legal and Medical