4 September 2017 by Monidipa Fouzder
Interpreter CEO optimistic despite complaints surge
The company contracted to provide courtroom
interpreting is investing heavily in technology to improve its performance, its
chief executive has said, after the Leeds-headquartered company failed to hit
its contractual target and complaints surged.
Thebigword took over from Capita
Translation and Interpreting in October last year to provide face-to-face
interpretation and translation (including telephone and video), and translation
and transcription. Latest Ministry of Justice figures show that thebigword
achieved a 97% success rate between January and March this year, a percentage
point short of the contractual requirement.
The company achieved a 98% success rate for
standard language requests. The success rate for rare language requests dropped
from 92% in the first quarter of last year, to 86% in the same period this
year. The success rate for special services requests increased from 93% between
January and March last year, to 'over 99%' a year later.
Larry Gould, chief executive of thebigword, told the Gazette
the company is pleased with the progress it is making, but 'we are constantly
reviewing our performance to identify ways to deliver the best possible
service. We are investing in technology and our staff to improve our
performance and ensure the effective and efficient use of taxpayers' money'.
The company has begun piloting a mobile phone
application, which will enable linguists to manage their booking schedules
remotely. The app will detail confirmed bookings and provide an online map with
directions. Linguists will be able to submit timesheets and verify these on the
spot with clients to avoid billing discrepancies. The app can also be used for
telephone interpreting services.
Around 30 linguists are involved in the
project.
Thebigword has also commissioned the
International School of Linguists to provide short, educational videos for
solicitors, barristers and judges to help them work effectively with court
interpreters.
Latest figures show there were 730 complaints
between January and March this year, up by 290 compared with the same period
last year. The ministry points out that the latest complaint rate - just under
2% - is still lower than the 4% complaint rate in the equivalent period under
the old contract.
'Interpreter was late' accounted for 170
complaints. Gould said thebigword 'takes complaints about our services very
seriously and listen carefully to all feedback so we can improve our work with
the Ministry of Justice'. The company has received 'excellent feedback from
judges about the quality of our services,' he added.
No comments:
Post a Comment