Description
The Washington State Department of Labor & Industries (L&I) is soliciting bids for a comprehensive web‑based scheduling platform and interpreter services (in‑person, over‑the‑phone, and video‑remote) to support limited‑English‑proficient injured workers and crime victims across Washington and select border ZIP‑codes in Oregon and Idaho. The contract may be awarded as a single comprehensive award or split into separate awards for subsets of services, with a maximum ceiling of $45 million over a three‑year period. Bidders must demonstrate capability to handle roughly 22‑24 k interpreter encounters per month, provide a secure HIPAA‑compliant system that federates with EntraID and WA.gov, meet ADA/WCAG 2.1 AA accessibility standards, and comply with extensive state procurement, labor, and security requirements.
• Deliver a cloud‑based scheduling system that registers requestors, validates claims, assigns Language Access Providers (LAPs), tracks appointments, generates billing data, and produces detailed reporting dashboards.
• Provide IPI, OPI, and VRI interpreter services (or any combination thereof) meeting performance metrics (e.g., <5 % unfilled rate for IPI, ≤60‑second answer time for OPI, 24‑hour coverage statewide).
• Supply required insurance (minimum $1 M cyber‑security/identity‑theft coverage), adhere to WCAG 2.1 AA, implement a robust incident‑resolution process, and maintain an L&I‑approved public‑facing website with extensive user resources.