The Big Word
Ministry of Justice written question – answered on 23rd January 2017.
Royston Smith Conservative, Southampton, Itchen
To ask the Secretary of State for Justice, how her Department assesses the quality of service provided to it by The Big Word Ltd; and with what frequency such assessments take place.
Oliver Heald The Minister of State, Ministry of Justice
The Ministry is committed to ensuring the justice system is supported by a suite of high quality language services that meet the needs of all those that require them.
The new language service contracts which began on 31 October 2016 and are subject to robust governance arrangements.
These include monthly meetings with suppliers and stakeholders to monitor and discuss, in detail, the quality of the services being provided and performance against contractual performance indicators. The contracts also provide for the Ministry to audit the suppliers to verify the accuracy of contractual payments, management information, and compliance with contractual obligations.
In addition, the Ministry has awarded a contract to 'The Language Shop' (part of the London Borough of Newham) to provide independent quality assurance of the services provided under the other contracts, including those awarded to the thebigword Ltd. The Language Shop undertakes this assurance in a number of ways, including managing the Ministry’s register of interpreters, conducting an annual audit of supplier processes for introducing new linguists, and a programme of 'spot checks' of interpreters undertaking assignments.