28 September 2017 by Monidipa Fouzder
Fast translation: interpreter supplier hits performance target
Less than a year after taking on the contract to provide courtroom interpreting, Leeds-headquartered company thebigword has hit the key performance target. Its predecessor, Capita Translation and Interpreting, took nearly four years to meet the 98% contractual requirement.
Thebigword took over the contract In October last year, briefed to provide face-to-face interpretation, translation (including telephone and video), and transcription. Ministry of Justice figures published today show that the company achieved a 98% success rate between April and June this year, a percentage point higher than the previous quarter.
The company continued to achieve a 98% success rate in standard language requests and 99% success rate for special service requests. The success rate for rare language requests reached 88%, up two percentage points on the last quarter.
In further good news, complaints fell from 730 in the first three months of this year, to 450 between April and June. However, 'interpreter was late' accounted for 140 complaints (30%) - a seven percentage point increase from the first quarter. The proportion of 'interpreter did not attend' complaints rose by eight percentage points, to 25%. However, 'no interpreter was available' accounted for 11% of complaints - a decrease of six percentage points.
Larry Gould, chief executive of thebigword, told the Gazette the company was pleased to be making 'strong progress' on delivering the contract. He added: 'We are working hard to ensure that all linguists are punctual and we have taken steps to proactively inform linguists of any major public transport complications. If a linguist cannot attend a booking, we have put in place a process to find an alternate one at short notice.'