The Worksite Enrichment Programs Branch (WEPB), Division of Support Services (DSS), Office of Research Services (ORS) is the Project Office for the NIH-wide performance based contract for the provision of interpreting services with Sign Language Associates (SLA). Upon completion of the contract’s base, first and second option years, the Project Office released an Executive Summary which provided an overview of the contract’s activities related to its performance standards and usage of our web-based request system. As the contract’s third option year ended May 31st, we are continuing our pledge to provide the Community with our most recent Executive Summary.
As the contract years have progressed, we continue to be astonished by the increased use of our services. The first month of the contract with SLA, which ended July 1999, the Project Office had received requests for a total of 442.5 hours of service. However, by the last month of the third option year, we received requests for 1,140 hours of service. These numbers are clearly in alignment with our NIH consumers confidence in our administration of this essential program.
An important part of performance based contract monitoring involves feedback from our consumers. All interpreting service request confirmations sent via email ask that requesters/consumers take a few minutes to complete our feedback form and return it back to our office. The forms ask questions relevant to the contract’s stated performance standards, and includes space for additional comments. Each month we share the forms with SLA as they provide valuable input which ensures that our consumers are receiving the best services. For the second option year of the contract, we had only received 68 completed feedback forms although we had covered 1,182 events. So, in an effort to encourage feedback, the Project Office offered a small giveaway for each completed form returned in the third option year. For that period we provided services for 2,297 events, and we received a total of 142 completed feedback forms. We want to thank all who took the time to forward these to us, and we hope that we will again see an increase in the coming year.
Please find additional informational highlights related to this third year of our contract. We hope you find it useful and of interest. The WEPB looks forward to assisting in providing exceptional interpreting services to the NIH for the remainder of this contract. Should you have any questions, please feel free to contact Timothy Tosten, Branch Chief, or Carole Harman, Quality Assurance Assistant, at 402-8180 (v), 435-1908 (tty), or via email at firstname.lastname@example.org and email@example.com.