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.
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