22.31.1  IRS Language Services (Cont. 1)

22.31.1.8 
Standard Translation Process (STP)

22.31.1.8.1 
Identifying the Document for Translation

22.31.1.8.1.4  (11-06-2012)
Identifying the Document Originator/Owner

  1. Document originators/owners must approve translation of a document. They are also responsible for maintenance of translated documents.

    1. Document originators/owners are generally those with program responsibility for the technical content of documents.

    2. Only document originators/owners can have a document translated.

    3. If the translation requestor is not the document originator, the originator must be identified and contacted with the translation request.

    4. Originators can be identified through the Core Repository of Published Products (CROPP) at http://publish.no.irs.gov/catlg.html.

    5. Originators who concur with a translation request or initiate translation, should continue to the next step of the translation process.

    6. If the document originator cannot be identified or does not concur with the translation request, further pursuit of translation must stop.

22.31.1.8.2  (11-06-2012)
Determining the Candidacy of a Document for Translation

  1. Before evaluating the need for translation, you must have determined:

    • Document is for public use.

    • Translation is to an approved language.

    • Document is not to be translated by the LB&I Division.

    • You are the owner and agreed that translation is needed.

  2. It is not necessary to translate all documents, but it is necessary to ensure meaningful access, within resource constraints.

  3. To be a candidate for translation, a document must be:

    • Important to LEP taxpayers

    • In high demand or frequently used by taxpayers

    • Unavailable to taxpayers by alternate means (i.e., the same information is not already translated in another document or medium)

    • Determined by the BOD or function to have an acceptable level of downstream adverse impact (e.g., staffing, work process, etc.) on the organization

22.31.1.8.2.1  (11-06-2012)
Determining Importance to LEP taxpayers

  1. "Important" documents are those for which there would be a negative impact on LEP taxpayers if not available in their primary language.

  2. Important documents assist LEP taxpayers to:

    1. Understand and fulfill their tax responsibilities

    2. Access Federal benefits and services

    3. Avoid fines and penalties

  3. If the document does not meet one of the criteria above but is determined through direct input from LEP taxpayers and stakeholders to be important, documentation of importance must be provided.

  4. If the document does not meet the criteria above or cannot be substantiated as important to LEP taxpayers, then it is not considered a vital document. It may be translated as a non-vital document (IRM 22.31.1.8.4.4).

22.31.1.8.2.2  (11-06-2012)
Determining High Demand and/or Frequent Use

  1. A document must be in high demand and/or frequently used by LEP taxpayers to warrant translation.

  2. High demand and frequency of use is based on the English version of the document.

  3. The document owner must determine projected demand and use for new English documents that are being translated.

  4. The following formula can be applied to assess the degree of demand of a document:

    When Multiplied by Multiplied by Is Then
    The total distribution volume of the English document The percent of returns not completed by tax preparers (50% for W&I taxpayers) LEP percent of the U.S. population (Spanish equals 3.2%) Greater than 200,000 The document is in high demand by the LEP

    Example:

    1,000,000 documents x 50% = 500,000 x 3.2% =16,000 (estimated demand)

  5. If the document does not meet this criterion, it is deemed not important and not considered a vital document. It may be translated as a non-vital document (IRM 22.31.1.8.4.4).

22.31.1.8.2.3  (11-06-2012)
Determining Alternatives to Translation

  1. A review of existing language assistance services must be made before translation, to determine if another source of the translated information is available.

  2. Originators should research to determine if alternate means are available and serve as adequate replacements to document translation. Alternatives may include (not all inclusive) referrals to:

    • Existing translated materials

    • Pre-recorded Tele-tax information in Spanish

    • Live oral assistance via established Spanish language telephone service

    • OPI service, which is available to many IRS functions, if applicable

  3. If information is available in the foreign language from another source, the originator should determine if the information is sufficient to serve as an alternative to translation.

  4. If the information, in an already-translated source, is adequate or if an explanation via Tele-tax or live assistance is appropriate, the following steps should be taken:

    • The translation requestor (if other than the originator) should be apprised of the alternative.

    • The alternative should be documented, and documentation saved with other translation records.

    • A statement should be added to the English document to indicate the source for translated information and directions on how the information may be obtained in another language (specify language or languages and point readers to the alternative).

  5. If a suitable alternative to translation is not identified, then the next step in the translation process should be considered.

22.31.1.8.2.4  (11-06-2012)
Adding a Statement to the English Version

  1. If it is determined that an alternative to translation is available, a statement in the LEP language should be added to the English-language version of the document.

  2. The following statement has been approved for incorporation into English documents when referring taxpayers to Spanish telephone assistance:

    "Para asistencia en español, favor de llamar al XXX-XXX-XXXX."
    (For assistance in Spanish please call XXX-XXX-XXXX.)

  3. BOD/functional Executive approval (as determined by the BOD or function) is required to modify the English version of the document to add a statement.

  4. If the required approvals cannot be obtained, activities pursuant to translation must stop.

22.31.1.8.3  (11-06-2012)
Evaluating the Organizational Impact of Translation

  1. Document translation may necessitate actions on the part of IRS. The anticipated actions must be assessed to determine candidacy.

  2. Documents with unacceptable organizational impact and excessive cost (as determined by the BOD or function) will not be translated. The document originator must conduct the impact evaluation to document estimated cost necessitated by the document translation.

  3. Further translation activities cannot proceed until an impact assessment is performed.

  4. The components of the impact assessment include:

    • Use of the document in business processes

    • Procedural changes required if the document is translated

    • Need for bilingual staff to process

    • Availability of bilingual staff

    • Need for additional bilingual staff

    • Potential increases in workload

    • Estimated staffing costs

    • Training needs

    • Potential labor relations issues

    • Notices, letters, or other documents sent with the document

    • Changes needed to computer systems

    • Requirements for a unified work request, and its anticipated costs

    • Problems, issues, and risks that might be encountered

    • Solutions necessary to resolve problems, issues and risks

    • External dependencies that might also be impacted

  5. The document originator must look at all potential impacts and decide whether they have an unacceptable (negative) organizational impact.

  6. After the impact assessment is completed, the document originator must determine the following:

    If Then
    The organizational impact is unacceptable (negative) The translation activity must stop.
    The organizational impact is acceptable The translation activity may continue in its next step.

22.31.1.8.4  (11-06-2012)
Processing a Translation Candidate

  1. If you meet all the previous criteria, your document is considered viable for translation.

22.31.1.8.4.1  (11-06-2012)
Categorizing Documents

  1. The next steps are to determine document categorization (vital vs. non-vital):

    Information Contained Vital Document Non-Vital (National Relevance) Non-Vital (Local Relevance)
    Contains critical information for accessing tax services, rights, and/or benefits or is required by law Yes No No
    Contains technical tax information or general information relevant nation wide N/A Yes No
    Only contains general or administrative information relevant to local area only N/A N/A Yes

  2. All tax products (i.e., forms, instructions, publications, and technical notices) originated by the Individual and Business branches within TF&P are considered vital documents.

22.31.1.8.4.2  (11-06-2012)
Approving Documents for Translations

  1. All translations, both vital and non-vital, must be approved (at a minimum) by the BOD or function of the originator.

  2. BODs or functions are responsible for developing their own internal approval process, including coordination with other BODs on jointly owned documents.

  3. The LSEC must concur with translation for all vital documents.

  4. If BOD and/or LSEC approval cannot be obtained, then translation activity must stop.

22.31.1.8.4.3  (11-06-2012)
Translating and Reviewing Vital Documents

  1. All vital documents (tax forms, instructions, and publications, as well as technical notices) will be translated by the applicable branch within TF&P. Once BOD/function and LSEC approval are received, the request is assigned to the applicable branch within TF&P.

  2. Electronic files should be provided whenever possible.

  3. Quality reviewers of vital documents are designated individuals that are part of the staff of the multiple branches within TF&P.

22.31.1.8.4.4  (11-06-2012)
Translating Non-Vital Documents

  1. Non-vital documents will be translated only if there are sufficient resources available for all aspects of translation, quality review, printing, and distribution costs.

    Note:

    Contract translation services are available. Contact the LPTS Office for assistance at *Linguistic Services.

  2. LPTS receives and handles non-vital document translation requests via Publishing Services Request (PSR) process submitted by the requestors.

  3. BODs must establish internal processes to coordinate with LPTS about translating non-vital documents.

  4. All translation processes must comply with the language assistance policy (IRM 22.31.1.6.1) and language standards (IRM 22.31.1.6.2), and are subject to approval by the LSEC.

  5. To request translation services, the following guidelines must be followed:

    If Then
    Publishing services are necessary (i.e., the documents are not case-related) The document owner or designee needs to submit a PSR at http://caps-as.enterprise.irs.gov/psr/app. For the request to be considered, a completed Form 14078, Request for Translation and/or Quality Review Services, and the final (approved) document in its source language must be attached to the PSR.
    Publishing services are not necessary (the documents are not case-related) The document owner or designee needs to send an e-mail to *Linguistic Services. For the request to be considered, a completed Form 14078 and the final (approved) document in its source language must be attached to the e-mail.
    Case-related documents are being referred to LPTS for translation through the "Specialist Referral System" (SRS) The requestor may send the request through SRS. Immediately after sending the request through SRS, the same requestor needs to send the source document to the *Linguistic Services mailbox.

    Example:

    A document owner in SB/SE is ready to request translation services in order to offer his brochure in Spanish and Chinese to LEP taxpayers. Since the document owner will need Publishing services for these publications, he can submit one PSR, attach his English-language publication and a completed Form 14078, in which he will indicate that the document needs to be translated in Spanish and Chinese. When he submits the PSR, the request will be routed to LPTS for translation.


    Example:

    A W&I employee just received the approved text that will be recorded on the IRS toll-free systems. She requests the translation of this text by sending an e-mail to *Linguistic Services. In the e-mail, she will attach a completed Form 14078 and the text that needs to be translated. When she sends the e-mail, the request will be routed to LPTS for translation.


    Example:

    A Revenue Agent is working on an international case and needs to translate bank statements that are in Farsi. She will access the SRS and will complete the request based on the online prompts. Once she submits the request, she will send an e-mail to *Linguistic Services and will attach the documents that need translation.

  6. Form 14078 needs to be completed as accurately as possible as per the owner’s needs (Items 1 through 6, requestor’s, and content owner’s information). This will eliminate any possible misconceptions.

    Example:

    A TE/GE analyst requests translation services for a newsletter that will be distributed in Los Angeles, California. She is aware that the most common language throughout the local audience is Mandarin. When she completes Form 14078, she needs to ensure that the box titled "Traditional Chinese" in Item 6 is checked. This will ensure that the document will benefit the majority of the local LEP audience.

22.31.1.8.4.4.1  (11-06-2012)
Requesting Delivery Dates of Translated Non-Vital Documents

  1. When requesting translation services of non-vital documents, the document owner and/or requestor requests a proposed delivery date of the translated material in item 4 of Form 14078.

  2. When considering a document for translation, document owners and requestors must plan accordingly so as to allow at least 14 days from the date the request is sent to the delivery date that is requested in Item 4 of Form 14078.

  3. LPTS will consider the request received on the date the e-mail or PSR is received. The requests will be worked considering the available resources at the moment the request is received and the priority of the document.

  4. The priority of the document is determined by the document owner and/or requestor and then by LPTS, considering any memorandums of understanding (MOUs) or internal memorandums between LPTS and its major customers.

  5. If the delivery date requested by the document owner and/or requestor cannot be met, LPTS will contact the document owner and/or requestor and a new delivery date will be negotiated.

22.31.1.8.4.5  (11-06-2012)
Performing Quality Review of Translated Non-Vital Documents

  1. All non-vital translations must undergo quality review.

  2. Quality reviews of non-vital documents are performed to ensure that translated documents are:

    • Linguistically accurate and appropriate and

    • Technically accurate in their tax information.

  3. Quality reviews are performed as the following:

    Type of Quality Review Example
    As a step in the translation workflow when documents are translated in-house A request has been received at LPTS for the translation of a brochure. The translation is performed in house. Once the document has been translated, it will be forwarded to a reviewer in LPTS. The document will then continue its workflow.
    As an independent service when documents are translated outside of LPTS (such as a cadre or by another function or BOD) The owner of a document requested a bilingual employee within his BOD to translate a document. The document is translated and returned to the owner. The owner of the document then sends a request to LPTS for the quality review of that translation. A reviewer in LPTS will review the translation.

  4. Quality reviewers of non-vital documents are:

    • Designated reviewers within the LPTS office

    • Reviewers that have been certified in the target language in a particular level (IRM 22.31.1.7).

  5. BODs are responsible for establishing internal processes for the coordination with LPTS regarding quality reviews of non-vital documents.

  6. All quality review processes must comply with established language standards (IRM 22.31.1.6.2).

  7. To request quality review services, the following must be considered:

    If Then
    Publishing services are necessary The document owner or designee needs to submit a PSR at http://caps-as.enterprise.irs.gov/psr/app. For the request to be considered, a completed Form 14078, the final (approved) document in its source language, and the translation must be attached to the PSR.
    Publishing services are not necessary The document owner or designee needs to send an e-mail to *Linguistic Services. For the request to be considered, a completed Form 14078, the final (approved) document in its source language, and the translation must be attached to the e-mail.
    Case-related documents are being referred to LPTS for quality review through the “Specialist Referral System” (SRS) The requestor may send the request through SRS. Immediately after sending the request through SRS, the same requestor needs to send the source and the translated document to the *Linguistic Services mailbox.

    Example:

    A document owner in LB&I translated a document into Spanish and will contact LPTS to request quality review services. The owner will need Publishing services for this document, as this product will be posted in IRS.gov. She will submit a PSR, attach a completed Form 14078, the English-language publication, and the translation. When she submits the PSR, the request will be routed to LPTS for quality review.


    Example:

    An employee in W&I arranged for the recording of the announcements that will be posted on the IRS toll-free systems. She will approach LPTS for the review of the recorded announcements. She requests this service by sending an e-mail to *Linguistic Services. In the e-mail, she will attach a completed Form 14078 and the files that will be reviewed. When she sends the e-mail, the request will be routed to LPTS for quality review.

  8. Form 14078 needs to be completed as accurate as possible as per the owner’s needs (Items 1 through 6, requestor’s, and content owner’s information). This will eliminate any possible misconceptions.

    Example:

    An analyst in SB/SE translated a training module and will request quality review services from LPTS. This training module will be offered to a select group of individuals in Puerto Rico. When he completes Form 14078, he needs to ensure that the box titled "Puerto Rico" in Item 6 is checked. This will ensure that LPTS is aware that the document needs to be reviewed considering the correct terminology applicable to the Puerto Rican audience.

22.31.1.8.4.5.1  (11-06-2012)
Requesting Delivery Dates of Non-Vital Documents that Undergo Quality Review

  1. When requesting quality review services of non-vital documents, the document owner and/or requestor requests a proposed delivery date of the reviewed material in item 4 of Form 14078.

  2. When considering a document for quality review of translated material, document owners and requestors must plan accordingly so as to allow at least 14 days from the date the request is sent to the delivery date that is requested in item 4 of Form 14078.

  3. LPTS will consider the request received on the date the e-mail or PSR is received. The requests will be worked considering the available resources at the moment the request is received and the priority of the document.

  4. The priority of the document is determined by the document owner and/or requestor and then by LPTS, considering any MOUs between LPTS and its major customers.

  5. If the delivery date requested by the document owner and/or requestor cannot be met, LPTS will contact the document owner and/or requestor and a new delivery date will be negotiated.

22.31.1.8.4.6  (11-06-2012)
Proofreading of Non-Vital Documents

  1. Proofreading is performed during different steps in the translation/review workflow. It is the action of reading aloud a document to ensure that there are no typographical errors and that the translated/reviewed text has been formatted correctly.

  2. Usually, two people will participate in a proofreading activity. One person is the responsible party on a translation or review and the other person could be a proofreader or any individual that has the necessary knowledge in both the source and target languages.

  3. Proofreading is performed on the following instances:

    Type of Proofreading Example
    After an initial translation is performed, the translator proofreads the document to ensure the translation follows the text in its source language. After finishing the updated translation of Notice 746(SP), the translator proofreads the document along with a co-worker. The co-worker will read aloud the English-language document and the translator will read the Spanish-language while listening to the English-language document. Any discrepancies are noted and addressed.
    After the final changes have been input on a translation or review, the translator or reviewer proofreads the document to ensure the correct use of the language. The document in its target language is read aloud. After inputting the final changes in the translation of Notice 746(SP), the translator reads the document along with a co-worker. The Spanish-language document is read aloud while the other proofreader follows along with the Spanish-language document. Any discrepancies are noted and addressed.
    After an initial translation has been performed on a document that will be published. The owner of the document is responsible for coordinating the typesetting of the translation with Publishing. Once Publishing typesets the document, the owner may forward the typeset document to LPTS for verification that the translation was typeset correctly. LPTS translates a publication for SPEC. The translated product is a document in Word that is sent to the owner and requestor: SPEC. They forward the translation to Publishing and the document is typeset. SPEC approaches LPTS for proofreading services. LPTS compares the documents (the typeset document along with the translation in Word) to ensure that the text was transferred correctly.

  4. To request proofreading services from LPTS, the document owner or designee needs to send an e-mail to *Linguistic Services. For the request to be considered, a completed Form 14078, the typeset document, and the original translated or reviewed document must be attached to the e-mail.

22.31.1.8.4.7  (11-06-2012)
Maintaining Translated and Reviewed Documents

  1. Maintenance (updating, revising, and/or obsoleting) of translated documents will reside with the document owner.

  2. Document owners must “regularly” evaluate the need for translation revisions, updates, and/or deletions to ensure consistency with English documents.

  3. Continual identification of translated document needs will be monitored by the Language Services Program.

22.31.1.8.4.8  (11-06-2012)
Recordkeeping of Translated and Reviewed Documents

  1. It is the responsibility of LPTS to maintain records on translated and reviewed non-vital documents.

  2. Electronic records for all requests will be kept for one year and then purged.

  3. Translated and reviewed vital documents are archived following TF&P’s record-keeping procedures.

22.31.1.9  (11-06-2012)
Over-the-Phone Interpreter (OPI) Service

  1. An oral interpreter service is available to taxpayers who are limited English proficient. The primary vehicle for providing this service is through bilingual IRS employees and the OPI service.

  2. OPI service is a phone translation service provided by a contractor, Language Line Services. This service provides eligible IRS employees with the ability to communicate with taxpayers through translators who speak more than 170 different languages.

  3. OPI service is free to taxpayers and is available around the clock. No advance appointment is necessary to use the service. This initiative supports the Service’s mission to provide taxpayers with top-quality service, specifically those whose native language isn’t English, and allows the IRS to comply with Executive Order 13166, as well as Department of Justice LEP Guidance 67 FR 41455 and Department of Treasury LEP Guidance 70 FR 6067.

  4. Specific procedures and guidance for use of the OPI service will be issued by each participating BOD independently and located in their respective IRMs, Program Letters or websites. General instructions for OPI service use are located below (IRM 22.31.1.9.3, "How to Access OPI Service" ).

22.31.1.9.1  (11-06-2012)
OPI Participants and Contacts

  1. The following BODs and functions are currently participating in the OPI service program:

    • W&I (Field Assistance, Compliance not including Accounts Management)

    • SB/SE

    • LB&I

    • TE/GE

    • TAS

    • Appeals

    • CI

    • Chief Counsel

  2. Program and contract responsibility are handled by the MAS Branch. Day-to-day operations of the OPI Service-wide Program and contract oversight will be the responsibility of the National OPI Service Program Coordinator located in the MAS Branch.

  3. The National OPI Service Program Coordinator is responsible for IRS contract negotiation and management and will oversee implementation of the OPI service across all participating BODs.

  4. Each BOD will name a Division OPI Service Representative to work with the National OPI Program Coordinator and serve as their BOD's contact representative for all OPI service activities. At a minimum, the Division OPI Service Representative will be responsible for:

    1. Managing and overseeing BOD OPI service program

    2. Receiving and accepting OPI service invoices (IRM 22.31.1.9.4, Invoice Review Criteria for OPI Service)

    3. Participating as a member of Service-wide OPI Working Group team and attending regularly scheduled meetings

  5. Additional duties may be assigned to the Division OPI Service Representative at the direction and discretion of each BOD. It is highly recommended that each BOD also have a back up representative so there is continuous coverage.

  6. Contact information for both the National and Division OPI Service Representatives can be found at the MAS website, http://mli.web.irs.gov/v3/home/index.asp or at your BOD Intranet site

22.31.1.9.2  (11-06-2012)
Before Using OPI Service

  1. A short training module entitledHow to Communicate Efficiently and Effectively Through an Interpreter (click "Cancel" if prompted for a password) is available for first-time users on the MAS website: The PowerPoint presentation offers important tips, such as:

    • Speak in “first person” (as though you’re talking directly to the taxpayer)

    • Use short sentences

    • Ask only one question at a time

    • Recognize "word for word" interpretation is often limited

    • Avoid using acronyms

  2. The OPI service vendor, Language Line Services, also has a toll-free demonstration line set up that allows you to select up to ten different examples on how the OPI service works. Before using the OPI service for the first time, consider calling 1-800-996-8808 to listen to some examples.

22.31.1.9.3  (11-06-2012)
How to Access OPI Service

  1. It is very important to note that the vendor will not provide interpreter services unless the employee provides all required information.

  2. Each BOD with OPI services permission should disseminate their respective client code and access codes to its employees. Each BOD will have its own method for disseminating the required codes. If you have questions on where to locate these codes, contact your manager, your Division OPI Service Representative or the National OPI Program Coordinator.

  3. The following table contains the steps for using the OPI service:

    Step Action
    1 Dial 1-866-517-3852
    2 At the prompt, enter the six-digit Client ID Code
    3 At the prompt, enter:
    • "1" for Spanish

    • "2" for any other language


    Note:

    Speak the name of the language, if known, at the prompt. If the language is not known, stay on the line and an OPI representative will help you.

    4 Enter your office’s six-digit Office Access Code followed by the "#" sign.
    5 An OPI services assistor will come on the line and ask for your standard employee identifier (SEID). Remember to speak your SEID slowly and clearly.
    6 Brief the interpreter on the general purpose of the call:
    • Summarize what you wish to accomplish (e.g., "I want to make sure I understand the taxpayer's concerns and I will also explain the verification items I need from her."

    • Give him/her any special instructions (e.g., "I am going to be talking about payment arrangements and specifically a direct debit installment agreement, through which the taxpayer's monthly payments are drawn directly from his bank account. "

    7 If required by your BOD, provide the details of your completed call to your BOD coordinator.

    Example:

    Appeals has instructions to send specific information to technical staff to validate the call.

22.31.1.9.3.1  (11-06-2012)
Providing Feedback on OPI Use

  1. To provide feedback on OPI Service or report any problems, use Form 14162, OPI Service Feedback, and e-mail it to the National OPI Program Coordinator at *W&I M&P OPI.

  2. Responses to Form 14162 will generally be received within seven (7) business days. Emergency situations will be addressed immediately.

22.31.1.9.4  (11-06-2012)
Invoice Review Criteria for the OPI Service

  1. The following table details the minimum invoice review criteria that should be followed by the Division OPI Service Representative to analyze the call detail of the OPI service and authorizing vendor payment: BODs can impose additional invoice review criteria at their discretion.

    Step Action
    1 Verify adequate supporting documentation was submitted. A contractor’s invoice is a proper invoice according to section 32.905 of the Federal Acquisition Regulations (FAR). It should minimally include the following items:
    • Contract number

    • Contract period of performance

    • BOD name

    • Invoice number

    • Invoice period of performance

    • Total number of calls (per language)

    • Call detail (SEID, access code, telephone number called (to and from), period of performance for invoice

    2 Conduct validation as follows:
    1. Verify that the language rate billed on invoice matches the rate in the contract.

    2. Randomly select a minimum of 10% of calls billed and check the following items for accuracy: SEIDs, access codes, and telephone numbers listed on each invoice

    3. Ensure that SEIDs belong to current IRS employees working or detailed into the BOD, access codes are valid and belong to your BOD.

    4. For BODS with small call volumes (fewer than 100 calls per month), 100% review of calls billed is recommended

    3 Conduct trend analysis by reviewing for:
    • Anomalies

    • Calls of 60 minutes or more

    • Calls after core hours

    • Calls to questionable destinations, such as area code 809 (Caribbean) or 702 (Nevada); additional destinations may be added based on review

    • Calls totaling over 1,440 minutes (one full day)

    • Resolve any issues identified above utilizing corresponding procedures identified by your BOD

    4 Conduct a quality check to make sure all phone calls made during the invoice period were accurately recorded, reported and billed to IRS. Also, verify invoices to ensure that the contractor has not billed for more than the amount funded.

22.31.1.9.5  (11-06-2012)
Timely Invoice Payment for OPI Service

  1. The contract for translation services is billed on a 30-day cycle. To ensure timely processing and payment by Beckley Finance Center, invoice validation and receipt and acceptance of the invoice on the webRTS (Request Tracking System) is required within five (5) business days of invoice receipt.

  2. For receipt and acceptance guidance, refer to the Document 10820, Receipt and Acceptance Quick Reference Guide.

  3. Typically the receipt date should reflect the last day of the service period or the actual date the OPI services were received. The acceptance date will reflect that the OPI services rendered conform to the contract requirements. If there is a problem with receipt and acceptance, contact the National OPI Program Coordinator immediately.

22.31.1.9.6  (11-06-2012)
Updated Program Information on OPI Service

  1. To access updated program information on the OPI service, please visit any of the following:

    • Multilingual and Agency Services website (http://mli.web.irs.gov/v3/home/index.asp)

    • Your BOD's multilingual website

    • IRWeb home page, and type "OPI " in the search box

22.31.1.10  (11-06-2012)
Español Web and Multilingual Gateway Site Content Publishing Process

  1. The IRS provides a Spanish-language internet website for the general public on "the Español Web Site" http://www.irs.gov/Spanish and in four additional languages on the "Multilingual Gateway" http://www.irs.gov/Individuals/Multilingual-Gateway.

  2. The Español Web Site contains information in Spanish that can be viewed online or downloaded, providing meaningful access to Spanish products and services. The Multilingual Gateway provides information than can be viewed online or downloaded, providing meaningful access to the public in the additional four languages: Chinese, Korean, Vietnamese and Russian.

  3. LPTS "owns" both the Español and Multilingual Gateway sites. LPTS is responsible for managing all non-English language content in the Español Web Site and the Multilingual Gateway.

  4. The process for determining areas of importance (which govern which content is posted) for the Español website and the Multilingual Gateway will be done in accordance with the Language Services Strategic Process (IRM 22.31.1.4 and IRM 22.31.1.10.1)

22.31.1.10.1  (11-06-2012)
Strategic Planning

  1. The principles for managing content on the Español website and the Multilingual Gateway correspond to those in the W&I Internet Content Publishing Process (IRM 11.55.1).

  2. Findings from the LEP Needs Assessment Process (IRM 22.31.1.5), part of the strategic planning process, will identify areas of importance (IRM 22.31.1.10) to LEP taxpayers.

  3. The identified areas of importance for the Español website and Multilingual Gateway will be communicated to the BODs via the LEP Customer Base Report (IRM 22.31.1.5.4).

  4. BODs and LPTS will be responsible for identifying new content for translation and/or improving existing foreign language content to target these areas of importance .

22.31.1.10.2  (11-06-2012)
Content Requirements

  1. Posted content must meet the established language, dialects, and dictionaries standards (IRM 22.31.1.6.2).

  2. Posted content must also comply with the Standardized Translation Process (IRM 22.31.1.8).

  3. Content posted on the Español website and the Multilingual Gateway must also exist in English on IRS.gov or published tax materials.

22.31.1.10.3  (11-06-2012)
Content Management

  1. This section presents the responsibilities for content management of the non-English language IRS.gov websites managed by LPTS.

22.31.1.10.3.1  (11-06-2012)
LPTS Español Web Site Content Manager

  1. The LPTS Español Website Content Manager will monitor to ensure translation and quality review standards are met.

  2. The LPTS Español Website Content Manager will act as the Español Internet Content Publishing Process Coordinator in accordance with the W&I Internet Content Publishing Process (see IRM 11.55.1).

  3. The LPTS Español Website Content Manager will identify any potential issues, conflicts, or other problems related to posting. Should concerns be identified, the LPTS Español Website Content Manager will prepare a description of the problem and transmit it to the affected content owner(s). Every effort will be made to work with the content owner to resolve issues.

22.31.1.10.3.2  (11-06-2012)
LPTS Multilingual Gateway Content Manager

  1. The LPTS Multilingual Gateway Content Manager will monitor to ensure translation and quality review standards are met.

  2. The LPTS Multilingual Gateway Content Manager will act as the Multilingual Gateway Content Publishing Process Coordinator in accordance with the W&I Internet Content Publishing Process (see IRM 11.55.1).

  3. The LPTS Multilingual Gateway Content Manager will identify any potential issues, conflicts or other problems related to posting. Should concerns be identified, the LPTS Multilingual Gateway Content Manager will prepare a description of the problem and transmit it to the affected content owner(s). Every effort will be made to work with the content owner to resolve issues.

22.31.1.10.4  (11-06-2012)
Transmitting Submission Packages to LPTS

  1. Content providers should submit the following package electronically to LPTS Manager, Elise.E.Sickels@irs.gov.

    • A completed Content Publishing Request (CPR), obtainable online at http://win.web.irs.gov/icp/wi_icp.htm, with posting priority

    • The English content

  2. LPTS will assign priority dates for translation to items received.

  3. The requestor will be informed of expected completion date for translation and expected completion date for uploading and posting of new web file.

  4. LPTS will inform requestor when translation is complete and forward translated material to Español Website Content Manager or Multilingual Gateway Content Manager, as appropriate.

  5. The Español Website Content Manager or Multilingual Gateway Content Manager will create new file and post to website. Upon completion, website content managers will inform the requestor.

  6. The LPTS Español Website Content Manager is Rebeca.E.Villalobos@irs.gov, and the LPTS Multilingual Gateway Content Manager is Robert.H.Chang@irs.gov.

22.31.1.10.5  (11-06-2012)
Posting Content to the Español Website and Multilingual Gateway

  1. Español and Multilingual Gateway content will be posted on a first-come, first-serve basis.

  2. The following exceptions apply:

    • Time sensitive information related to the current filing season

    • Time sensitive information related to recent tax law or IRS procedural changes

  3. Upon posting of the content, the content provider will be provided with an URL to access the information.

22.31.1.10.6  (11-06-2012)
Maintaining the Español Website and Multilingual Gateway

  1. LPTS will follow the IRS.gov Web Certification Process and the W&I Annual Certification Process (see IRM 11.55.1.23) to ensure accuracy and currency of the content on the Español website and Multilingual Gateway unless noted otherwise.

  2. Content providers are responsible for certifying ownership and accuracy of their Internet content on the Español website and Multilingual Gateway through these processes.

  3. The LPTS content managers are responsible for maintaining the infrastructure of the Español website and Multilingual Gateway. This includes:

    • Content organization

    • Navigation

    • Look and feel


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