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ITEM 1

City Council Memorandum Information Technology Memo No. N/A

Date:

November 4, 2024

To:

Mayor and Council

Thru:

Joshua H. Wright, City Manager
Tadd Wille, Assistant City Manager
Dawn Lang, Deputy City Manager - CFO
Sandip Dholakia, Chief Information Officer
Niki Tapia, Diversity, Equity and Inclusion Officer

From:

Kerstin Nold, IT Chief Technology Officer

Subject:

Agreement No. CM4-920-4664, Multi-Language Translation Technology, Services, and Support

Proposed Motion:

Move City Council approve Agreement No. CM4-920-4664, with TranslateLive, LLC, for multi-language translation technology, services, and support, in an amount not to exceed $85,000, for the period of one year, beginning November 1, 2024, through October 31, 2025, with the option of up to four one-year extensions.

Background/Discussion:

The City of Chandler works to promote proactive citizen engagement through digital services. The Diversity, Equity, and Inclusion (DEI) Division emphasizes using modern technology to continuously elevate Chandler to be a more inclusive and equitable city to live, work and thrive.

In September 2023, Chandler launched a six-month pilot program offering instant language translation (ILA) device services in more than ten (10) city departments and more than twenty (20) divisions throughout the city. Real-time language translation enabled city staff to easily have immediate conversations and on-demand engagement with residents and the public, regardless of language or disability. The instant language translation technology pilot was intended to enhance communication and service levels for residents, ensuring the overall customer experience was inclusive, useful, and engaging.

Impact from the pilot program demonstrated a total of more than 560 face-to-face communications, spanning 2,269 minutes of real-time conversation, making the average communication exchange around four minutes, 15 seconds (4:15). The greatest takeaway from the pilot was the enhanced customer experience for the city. Feedback collected from residents/participants showed the ILA service was easy and useful.

The city has invested funding for FY 2024-25 to launch year one of the enhanced communication technologies program, which will continue to elevate a culture of inclusivity, respect, and diversity for years to come.

Evaluation:

On May 8, 2024, staff issued Request for Proposal No. CM4-920-4664, for multi-language translation technology, services, and support. Notification was sent to all registered vendors. Three proposals were received from the following offerors:

Contenda
TranslateLive, LLC
TransLinguist, Inc.

The Evaluation Committee evaluated the proposals and recommends awarding to TranslateLive, LLC, which submitted the most advantageous offer to the city in accordance with the evaluation criteria.

Fiscal Impact

Account No.

Fund Name

Program Name

Dollar Amount

CIP Funded Y/N

401.1285.5219.0.6IC145.0

General Government Capital Projects

Instant Language Assistant (ILA)

$ 60,000

101.1286.5419.0.6IC145.0

General Fund

Instant Language Assistance (ILA)

$ 25,000

Attachments

Agreement