How to Evaluate Language Service Providers for Government RFPs

Evaluating language service providers in a government RFP process presents a challenge that most commodity procurements do not. Translation and interpretation quality is difficult to assess from the outside. You cannot read a document in Khmer and know whether the translation is accurate. You cannot observe an interpretation session in Tigrinya and evaluate the interpreter’s competence. This means procurement teams must rely on proxy indicators of quality: certifications, documented processes, past performance, and a vendor’s ability to demonstrate how they manage quality; not simply claim they deliver it. Below is a practical framework for evaluating language service providers in government RFPs, organized around the criteria that predict long-term contract performance.

1. ISO Certifications and Quality Management

What Quality Management systems does the vendor have in place? The International Standards Organization (ISO) offers a number of quality management certifications which operate as an objective, verifiable indicator of operational maturity in language services. In a government RFP, they provide documented, third-party evidence that supports defensible contract awards.

• ISO 9001 (Quality Management) confirms that the vendor operates a documented quality management system with continuous improvement processes.
• ISO 17100 (Translation Services) confirms translator qualifications are documented; every translation is revised by a second qualified linguist, and competence management is systematic.
• ISO 27001 (Information Security) confirms the vendor has implemented controls for protecting sensitive data, critical for government documents containing personal, legal, or health information.
• ISO 18587 (Machine Translation Post-Editing) confirms AI-assisted translations are reviewed to human-quality standards.
• ISO 13485 (Medical Devices) relevant for health-related agencies handling clinical or patient-facing content.

Ask vendors to provide copies of their certificates, including the issuing registrar, scope, and expiry date. A vendor claiming ISO certification should produce this documentation immediately.

2. Supplier Diversity Credentials

If your agency has supplier diversity requirements, verify the vendor’s certification status. The National Minority Supplier Development Council (NMSDC) certification is the most widely recognized standard for Minority Business Enterprise (MBE) status, MBE-certified vendors directly support your agency’s supplier diversity procurement goals. State-level certifications, such as the Office of Minority and Women’s Business Enterprises (OMWBE) certification in Washington and the Certification Office for Business Inclusion and Diversity (COBID) in Oregon, may also apply.

While not everyone may agree on which diversity requirements are most important or if they are important at all, every qualified organization deserves a chance to be considered a vendor. Ask for a current certification documentation and verify it is active. Diversity certifications require periodic renewal, so expiry dates matter.

3. Past Performance in Government Language Services

Language services for government agencies operate differently from commercial translation. Government vendors must understand procurement processes, compliance documentation requirements, and the operational realities of serving public programs.

When evaluating past performance, look for:

• Duration of government contracts. Long-term contracts, five or more years, with renewals, indicate sustained performance and client satisfaction.
• Variety of agencies served. A vendor who has worked across health and human services, courts, education, and administrative agencies has demonstrated adaptability.
• Specific references. Ask for references from government contract managers, not just generic client testimonials.
• Compliance track record. Has the vendor successfully supported audits or federal program reviews? Can they provide documentation of quality metrics? What does their internal Corrective Action Process look like?
• Performance metrics. Inquire about specific Key Performance Indicators (KPI) on past contracts, such as on-time delivery rate and accuracy rate.

4. Language Coverage and Linguist Qualifications

Government agencies often need coverage across a wide range of languages, including less commonly spoken ones. Evaluate both breadth and depth:

• Total language coverage. How many languages and dialects can the vendor support? Can they handle requests for languages of limited diffusion?
• Linguist qualifications. How does the vendor verify translator and interpreter competence? Do they require specific credentials such as American Translators Association (ATA) certification, court interpreter certification, or medical interpreter training?

• Subject matter expertise. A translator qualified in legal terminology may not be qualified for medical content. How does the vendor match linguists to subject areas?

5. Information Security, Data Protection and Cybersecurity

Government agencies cannot afford to overlook the importance of Information Security. A data breach can result in regulatory fines and serious reputational damage. To ensure your RFP addresses these risks appropriately, we recommend collaborating with a qualified consultant or your organization’s technology department (for example, Washington State agencies may work with WaTech). At a minimum, your RFP should include the following:

• Identity and Access Controls. Go beyond basic password policies by requiring vendors to demonstrate how they restrict and manage access to sensitive information. This should include the use of an Identity Provider, along with added security measures such as Single Sign-On (SSO) and MultiFactor Authentication (MFA), implemented consistently across the organization.
• Data Classification & Governance. Different types of datasuch as Personally Identifiable Information (PII), Protected Health Information (PHI), and financial dataare subject to distinct regulatory requirements and protections. Clearly defining which regulations apply to your data within the RFP helps protect your agency and reduces risk in the event of a breach or privacy complaint. Common frameworks to reference include HIPAA (health information), GLBA (financial data), PCI DSS (payment card data), and FERPA (student records). Because many privacy laws are governed at the state level, it’s also important to identify and account for any regulations specific to your jurisdiction.
• Encryption. Look for suppliers that clearly disclose where their data is stored geographically and whether encryption is used both “in transit” and “at rest.” These terms refer to protecting data while it is being transmitted and while it is stored. For example, Protected Health Information (PHI) under HIPAA requires strong encryption standards, typically AES-256 (or higher) for data at rest and TLS 1.2 (or higher) for data in transit.
• Business Continuity. Request a copy of the vendor’s Business Continuity and Disaster Recovery plans, along with evidence of testing conducted within the past year. These plans should be tested annually and include clearly defined recovery objectives, such as Recovery Time Objectives (RTO) and Recovery Point Objectives (RPO). As an added safeguard, consider awarding to multiple vendors to ensure continuity in the event of an outage. You should also ask vendors to disclose any service interruptions lasting more than 24 hours within the past 36 months.
• Security Awareness Training. Employees are often the primary target of social engineering attacks, which can lead to accidental disclosure of sensitive information. Vendx Information (PHI) under HIPAA typically requires a Business Associate Agreement (BAA), while processing personal data often requires a Data Processing Agreement (DPA). DPAs are mandated in many U.S. states and are required across the European Union and United Kingdom.

While this may seem like a lot to consider, protecting the personal information of your customers and employees is a shared responsibility. One of the most effective ways to ensure a vendor maintains a strong information security program is to require compliance with an independently audited security framework. Common examples include ISO 27001, NIST CSF, SOC 2, FISMA, and FedRAMP. The right standard for your agency will depend on the type of data involved and whether you operate at the municipal, state, or federal level.

6. Use of Artificial Intelligence (AI), Machine Translation (MT) and Computer Aided Translation (CAT) Tools

Artificial intelligence (AI), Machine translation (MT), and computer-assisted translation (CAT) tools each play a role in improving consistency, quality, and cost efficiency in language services. Government agencies should clearly understand how vendors use them:

• Machine translation policy. Does the vendor use machine translation (MT)? This may also be referred to as Neural Machine Translation (NMT), AI translation, or machine learning. If so, what quality controls are in place? Certifications such as ISO 18587 help ensure that human post-editing follows recognized international quality standards. Additionally, human-in-the-loop processes should be in place to support accuracy and responsible use of AI.

Agencies should clearly define how their data is permitted to be used within AI tools. As a best practice, prohibit the use of your data to train machine translation engines or large language models (LLMs) unless the vendor can guarantee that the data is securely isolated and not shared outside of their organization. Emerging standards such as ISO 42001 are beginning to establish best practices for AI governance.

• Data security with AI. How does the vendor ensure that government data processed through AI tools remains secure and confidential? This responsibility should extend across the entire supply chain. If third-party AI systems are involved, vendors should provide documented risk assessments and evidence of appropriate data security agreements with those providers. Depending on the data type, this may include agreements such as a Business Associate Agreement (BAA) for health information or a Data Processing Agreement (DPA) for personal data.
• Responsible use of AI. What policies does the vendor have in place for the responsible use of AI? Vendors should be transparent about when and how AI is used and implement human-in-the-loop processes to reduce risks such as inaccuracies or hallucinations. AI usage should be governed by a formal risk management framework. Request documentation outlining the vendor’s AI governance policies and look for alignment with established standards, such as the NIST AI Risk Management Framework.
• Translation memory. Does the vendor use translation memory (TM) to improve consistency and reduce costs over time? Typically managed through Computer-Assisted Translation (CAT) tools, TM databases store previously translated content for reuse. Your agency’s data should be securely segmented and never shared with other clients.

When used effectively, translation memory can generate significant cost savings. Your RFP should require its use and clearly define how discounts are applied, typically through adjusted rates based on match levels within the technology.

Some agencies choose to prohibit the use of AI in language services due to the complexities of governance. A well-structured RFP should clearly define guidelines for both AI and CAT tools, specifying when they may be used and what types of data they can process. Because these technologies may retain sensitive information, any RFP that permits their use should also establish clear policies for data retention, storage, and handling.

7. Responsiveness and Scalability

Government language needs can be unpredictable. Emergency communications, unexpected court hearings, and seasonal spikes in program demand all require a vendor who can scale quickly.

Include scenario-based questions in your RFP: How would you handle a request for translated public health notices in 12 languages within 48 hours? What is your process for sourcing an interpreter for a rare language on short notice? How do you manage capacity during peak demand periods?

Building a Stronger Language Services Evaluation

The goal of any RFP evaluation is to identify the vendor most likely to deliver consistent, compliant, high-quality service over the life of the contract. In language services, that means looking beyond pricing to assess the systems, certifications, and experience that predict long-term performance.

The vendors who invest in ISO certifications, maintain their diversity credentials, build deep experience in government work, and are dedicated to the protection of your data are the vendors who will be performing throughout the duration of your contract. Price gets you in the door. Infrastructure keeps you there.

About Dynamic Language

Founded in 1985, Dynamic Language has spent four decades serving government agencies, healthcare organizations, legal institutions, and enterprises across a wide range of industries. We are ranked among the top 20 language service providers in the United States by CSA Research, and hold five ISO certifications: 9001, 17100, 27001, 13485, and 18587, a combination that is rare at our size. As an NMSDC-certified Minority Business Enterprise (MBE), we support your agency’s supplier diversity procurement goals. Based in Seattle, we provide translation, interpretation, and localization services in over 200 languages.

Helping you do business in a multilingual world.

Contact us for a complimentary strategy session to support your government procurement initiatives: www.dynamiclanguage.com/contact/