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.'
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