Turu-uuring "Kaugtõlketeenuse rakendus"

Market research Remote interpretation mobile app accommodation, management and development service Aim of the market research The Health and Welfare Information Systems Centre is looking for a solution for remote interpretation service. Today, the interpreting process between a deaf person and an interpreter is conducted via Skype. In order to improve the service, we are looking for a new solution and before starting public procurement, we are launching this market research for defining the subject of the procurement in more detail during the preparation phase. Principles of the market research 1. The market research is conducted via e-mail, all interested persons can participate. Information of the market research shall be made public via the document management system of the Health and Welfare Information Systems Centre (TEHIK). The results shall be made public on the extent not marked as trade secret also via the document management system of TEHIK. 2. No tenders are submitted during the market research. Answers and suggestions (see the questions of the market research) can only be sent by e-mail at [email protected]. Answers are accepted until 21 October 2021 by 12:00. 3. If the participant of the market research does not wish to publicly disclose the submitted answers and suggestions, it must be indicated that the answer contains a trade secret. 4. The contracting authority shall guarantee that the principles of non-discrimination and transparency are followed during the market research process and in the process of considering suggestions gathered during the research. No participants of the market research are referred to when publishing the public procurement. Questions of the market research We are looking for answers to the following questions: - can you offer a ready-made solution compliant with our requirements and needs; - if there are functional requirements in our description that cannot be met by your solution today, is it possible to develop the solution and do you offer a development service? - please bring out the price of the product/service and explain of which requirements/components (e.g., the number of users) the price depends; - is it possible for you to submit the tender at the Estonian Public Procurement Register at: https://riigihanked.riik.ee/rhr-web/#/; If you cannot or do not wish to answer all the questions, you can also send a partly answered questionnaire. Our requirements for the remote interpretation app and its functioning are the following. Functional requirements for the remote interpretation service 1. Division of roles The solution must guarantee four views or four different user roles: • System owner and administrator, i.e., public authority; • Translation bureau – enterprise offering the interpretation service; • Interpreter – the mediator of the service (an employee of the translation bureau); • Client – the consumer of the service, a deaf person speaking sign language. Public Authority Translation bureau Interpreter Client •"The owner" of the •Can manage the •Person-based •Person-based app; schedule of their profile profile; •Manager of all the employees; •Information •History of using the information; •Sees the volume, concerning the service (shared info, •Possible to see the time etc. service provided: call logs, seeing statistics of considering the name, language (eg. files etc.); providing the service provided; Estonian sign •Service usage service and its •Can see monthly language, Russian connected to usage and the aggregate data sign language, personal phone schedules of about service English) etc; number; interpreters; provision; •History of service •Creating an account •The usage of •Can get feedback to provision, message for an underaged service by clients the service logs. child; and the related provided by the statistics. interpreter.  2. The call process of remote interpretation • Direct contact with interpreter (video call); I INTERPRE • Starting the call on the requested number. The N TER: Regular call interpreter can accept the call, start conversation in chat window, start the interpreting process (video T Marking of call with client + calling on requested number), E the exchanging files in chat window; • Possibility to reject the call; R interpreting • Transferring the call to a colleague. P process, R other • Special notification about the urgency of the Emergency call interpretation; E relevant • Client can choose: either starting a video call with the T information interpreter or calling, for example, on emergency A number 112. The interpreter can accept the video call T or start the video call + the process of calling 112. I • Display of available interpretation times and possibility to book in 30 minute lots; O N CLIENT: • Display of times that need no prior booking (no Feedback Booking the booking necessary); about the interpretation • Possible to book for max 30 minutes at once; P • The interpretation is guaranteed if the interpreter R interpreter accepts the booking. Reminder about the O and the call approaching booking sent both to the client and the interpreter. C E S S Non-functional requirements for the remote interpretation service 1. Public authentication, log-in with Mobile-ID, Smart-ID, ID-card or the EU eID. The user name/user ID must be connected to the person’s official name and ID-code. 2. The app shall be compatible for use in a PC, tablet, and iOS and Android devices. 3. At the time of transfer, the webpage version of the app must support the latest official version and the previous official version of Google Chrome, Mozilla Firefox, Edge and/or Safari. 4. The web app must be usable in Android, iOS, Mac OS X, Windows devices and downloadable from App Store Google Play. 5. It must be possible to limit the access to the administrative interface, i.e., it cannot be accessible externally (from the internet), the solution must have restricted access. 6. The user interface must comply with WCAG 2.1 requirements (https://www.w3.org/TR/WCAG21/) with minimum level AA. 7. The service provider for the app must have an ISO certificate. The product must comply with internationally recognised standard of information security (main standard ISO27001, see more https://www.iso.org/isoiec-27001-information-security.html). 8. The app must comply with standard ISO/PAS 24019:2020 (https://www.iso.org/standard/77590.html). 9. The solution must comply with GDPR and the provisions of the directive concerning cooperation with police forces and on legal matters. The GDPR and directive are  accessible here: https://eur-lex.europa.eu/legal- content/eng/TXT/HTML/?uri=CELEX:32016R0679&from=ET ) 10. The webpage must support valid requirements of data protection (optional acceptance of cookies, privacy policy etc.). Market research Remote interpretation mobile app accommodation, management and development service Aim of the market research The Health and Welfare Information Systems Centre is looking for a solution for remote interpretation service. Today, the interpreting process between a deaf person and an interpreter is conducted via Skype. In order to improve the service, we are looking for a new solution and before starting public procurement, we are launching this market research for defining the subject of the procurement in more detail during the preparation phase. Principles of the market research 1. The market research is conducted via e-mail, all interested persons can participate. Information of the market research shall be made public via the document management system of the Health and Welfare Information Systems Centre (TEHIK). The results shall be made public on the extent not marked as trade secret also via the document management system of TEHIK. 2. No tenders are submitted during the market research. Answers and suggestions (see the questions of the market research) can only be sent by e-mail at [email protected]. Answers are accepted until 21 October 2021 by 12:00. 3. If the participant of the market research does not wish to publicly disclose the submitted answers and suggestions, it must be indicated that the answer contains a trade secret. 4. The contracting authority shall guarantee that the principles of non-discrimination and transparency are followed during the market research process and in the process of considering suggestions gathered during the research. No participants of the market research are referred to when publishing the public procurement. Questions of the market research We are looking for answers to the following questions: - can you offer a ready-made solution compliant with our requirements and needs; - if there are functional requirements in our description that cannot be met by your solution today, is it possible to develop the solution and do you offer a development service? - please bring out the price of the product/service and explain of which requirements/components (e.g., the number of users) the price depends; - is it possible for you to submit the tender at the Estonian Public Procurement Register at: https://riigihanked.riik.ee/rhr-web/#/; If you cannot or do not wish to answer all the questions, you can also send a partly answered questionnaire. Our requirements for the remote interpretation app and its functioning are the following. Functional requirements for the remote interpretation service 1. Division of roles The solution must guarantee four views or four different user roles: • System owner and administrator, i.e., public authority; • Translation bureau – enterprise offering the interpretation service; • Interpreter – the mediator of the service (an employee of the translation bureau); • Client – the consumer of the service, a deaf person speaking sign language. Public Authority Translation bureau Interpreter Client •"The owner" of the •Can manage the •Person-based •Person-based app; schedule of their profile profile; •Manager of all the employees; •Information •History of using the information; •Sees the volume, concerning the service (shared info, •Possible to see the time etc. service provided: call logs, seeing statistics of considering the name, language (eg. files etc.); providing the service provided; Estonian sign •Service usage service and its •Can see monthly language, Russian connected to usage and the aggregate data sign language, personal phone schedules of about service English) etc; number; interpreters; provision; •History of service •Creating an account •The usage of •Can get feedback to provision, message for an underaged service by clients the service logs. child; and the related provided by the statistics. interpreter.  2. The call process of remote interpretation • Direct contact with interpreter (video call); I INTERPRE • Starting the call on the requested number. The N TER: Regular call interpreter can accept the call, start conversation in chat window, start the interpreting process (video T Marking of call with client + calling on requested number), E the exchanging files in chat window; • Possibility to reject the call; R interpreting • Transferring the call to a colleague. P process, R other • Special notification about the urgency of the Emergency call interpretation; E relevant • Client can choose: either starting a video call with the T information interpreter or calling, for example, on emergency A number 112. The interpreter can accept the video call T or start the video call + the process of calling 112. I • Display of available interpretation times and possibility to book in 30 minute lots; O N CLIENT: • Display of times that need no prior booking (no Feedback Booking the booking necessary); about the interpretation • Possible to book for max 30 minutes at once; P • The interpretation is guaranteed if the interpreter R interpreter accepts the booking. Reminder about the O and the call approaching booking sent both to the client and the interpreter. C E S S Non-functional requirements for the remote interpretation service 1. Public authentication, log-in with Mobile-ID, Smart-ID, ID-card or the EU eID. The user name/user ID must be connected to the person’s official name and ID-code. 2. The app shall be compatible for use in a PC, tablet, and iOS and Android devices. 3. At the time of transfer, the webpage version of the app must support the latest official version and the previous official version of Google Chrome, Mozilla Firefox, Edge and/or Safari. 4. The web app must be usable in Android, iOS, Mac OS X, Windows devices and downloadable from App Store Google Play. 5. It must be possible to limit the access to the administrative interface, i.e., it cannot be accessible externally (from the internet), the solution must have restricted access. 6. The user interface must comply with WCAG 2.1 requirements (https://www.w3.org/TR/WCAG21/) with minimum level AA. 7. The service provider for the app must have an ISO certificate. The product must comply with internationally recognised standard of information security (main standard ISO27001, see more https://www.iso.org/isoiec-27001-information-security.html). 8. The app must comply with standard ISO/PAS 24019:2020 (https://www.iso.org/standard/77590.html). 9. The solution must comply with GDPR and the provisions of the directive concerning cooperation with police forces and on legal matters. The GDPR and directive are  accessible here: https://eur-lex.europa.eu/legal- content/eng/TXT/HTML/?uri=CELEX:32016R0679&from=ET ) 10. The webpage must support valid requirements of data protection (optional acceptance of cookies, privacy policy etc.).