Over the Phone Interpreter (OPI) Services Support

Background
The Internal Revenue Service (IRS) requires interpreter’s expert in English and at least 127 other languages, and the ability to provide additional languages as the need arises. Interpreters must be physically located in the United States. The interpreter service is needed to support IRS Taxpayer Assistance Centers (TACs) and other taxpayer-facing IRS employees by a toll-free interpreter service that includes a language interpreter in a three-way conversation between the IRS, the taxpayer, and the Contractor’s interpreter.

Work Details
The specific performance requirements include maintaining a 98% fulfillment rate to provide telephone interpretation services for all required IRS OPI Languages as well as any languages proposed by the contractor or requested by during the life of the BPA. Providing interpreter services to international and national IRS employees 24 hours per day, 7 days a week, 365 days a year. Ensuring all interpreters are accessible to participants of the OPI services in 1 minute or less.
Maintaining a consistent pool of reliable interpreters, especially for those languages identified as higher demand languages, such as Spanish, Chinese (Mandarin), Cantonese, Korean, Vietnamese, and Russian. Providing a method for tracking each OPI service call associated with the IRS employee.