Before evaluation
- Define the participating unit, approved users, service configuration, and review period.
- Document agency policies governing live-interpreter escalation and legally sensitive communication.
- Agree on which operational measures may be collected and who may authorize publication.
Evidence categories
Adoption
Authorized users, eligible contacts, completed sessions, languages requested, and training completion.
Workflow
Connection method, escalation events, disconnects, support events, and officer-reported usability.
Quality and safety
Documented corrections, live handoffs, policy exceptions, and supervisor-reviewed events. No invented pass rates.
Agency assessment
Named feedback from authorized evaluators, recorded with role, date, context, and publication permission.
Publication gate
No agency name, badge, quote, statistic, or case study is published until the agency approves the final language and the named spokesperson's attribution in writing. Any result must include its measurement period, source, denominator, and material limitations.
Case-study format
- Agency and operational context
- Problem being evaluated
- Configuration and policy boundaries
- Measurement method and review period
- Results with sources and limitations
- Named, approved agency quotation
- Written publication authorization