Tender for the Provision of: Interpretation, Translation and Transcription Services Reference Case:

Transcription

1 Tender for the Provision of: Interpretation, Translation and Transcription Services Reference Case: Global Language Services Ltd. Craig House 64 Darnley Street Glasgow G41 2SE

2 Restricted Contracts Reference: April 2009 CENTRAL GOVERNMENT PROVISION OF INTERPRETING, TRANSLATION AND TRANSCRIPTION SERVICES SCHEDULE 2 TENDERER S SUBMISSION REQUIREMENTS REFERENCE CASE

3 Restricted Contracts Reference: April 2009 Schedule 2 TENDERER S SUBMISSION REQUIREMENTS The information requested from the Tenderer in this Schedule 2 will be used in conjunction with commercial and technical criteria during the Tender evaluation process. It is therefore essential that you supply all the information requested. The information requested will be evaluated in two stages, the questions below, at paragraph 1 of Schedule 2 Tenderer s Submission Requirements, make up the first stage of the evaluation. Failure to disclose information relevant to the questions in paragraph 1 may result in your exclusion from this and/or other competitions. Should the response be found to be erroneous or in any other way incorrect, any subsequent tender submission from the bidder will be deemed void. In the case where the error or misrepresentation is not discovered until after the contract is awarded, we reserve the right to terminate the contract and all costs incurred by us as a result of the termination shall be recoverable from the provider under the contract. The information requested in paragraph 2 onwards will be deemed as non compliant should the tenderer fail to answer all the questions at paragraph 1. The tenderers may also be sifted out if they answer Yes in respect of the information requested at paragraph 1.2 of this schedule 2. In this circumstance further investigation will be required by CGCoPE. In response to the following questions in paragraph 2 onwards, in Schedule 2 to this invitation to tender document, Tenderers must: Ensure all responses and evidence provided is relevant to the specific question. Not submit generic promotional literature. Where possible limit responses as outlined below All questions within this schedule must be answered and submitted in the order given 1. FINANCIAL INFORMATION AND BUSINESS PROBITY 1.1 The following information MUST also be included in the tender response, failure to provide all of this information will result in the tender being disqualified: a) Bank Details including name, address and the telephone number of the account manager Account details: Bank: Bank of Scotland Name: Global Language Services Ltd. Sort Code: Account Number: Account Manager: Name: Mr Niall Gardner Address: Bank of Scotland, 600 Gorgie Road, Edinburgh, EH11 3XP Tel: Schedule 2-1

4 Restricted Contracts Reference: April 2009 b) One copy of your organisations audited accounts and the accounts of your group for the last 2 years in English and in UK Sterling together with the details of any significant changes since the last year end. Copies of the accounts should be signed and dated by directors and auditors (preferably scanned if being submitted electronically) The accounts for the last two years are enclosed as Annex A. Since the last set of audited accounts, the company has continued to experience healthy growth, which has resulted in the strengthening of the current balance sheet. 1.2 In addition tenderers must provide a yes or no answer to the following: a) Is the organisation bankrupt or being wound up, having its affairs administered by the court, or have you entered into an arrangement with creditors, suspended business activities or any analogous situation arising from similar proceedings under national laws or regulations? No. b) Is the organisation the subject of proceedings for a declaration of bankruptcy, for compulsory winding-up or administration by the court or for an arrangement with creditors or of any other similar proceedings under national laws or regulations? No. c) Has any employee whom you would propose to use to deliver this service been convicted of an offence concerning his professional conduct by a judgement which has the force of res judicata 1? No. d) Has any employee whom you would propose to use to deliver this service been guilty of misrepresentation in supplying or failing to supply the information that may be required in this Section? No. e) Has any employee whom you would propose to use to deliver this service been guilty of grave professional misconduct, proven by any means which the contracting authorities can justify? No. f) Has the organisation failed to fulfil obligations relating to the payment of social security contributions in accordance with the legal provisions of the United Kingdom or the country in which it is established? No. g) Has the organisation failed to fulfil obligations relating to the payment of taxes in accordance with the legal provisions of the United Kingdom or the country in which it is established? No. 1 A matter already settled in court Schedule 2-2

5 Restricted Contracts Reference: April Tenderers should provide details of the numbers of staff they employ and their annual turnover. The company currently employs 16 administrative and management staff including the two directors. Three members of staff are presently employed on a part-time basis and one other on a temporary basis. At this time, there are three vacancies one for a part-time book-keeper, another for admin and Interpreter appointments. In the past year, ending April 2009, the company appointed 5 members of staff and one member of staff terminated her employment to work overseas. We currently have over 2,000 linguists in our Scottish databases. Over 1,500 in the Glasgow & West of Scotland database, over 250 In the Highlands and Islands database, around 100 in the Aberdeenshire database and over 350 in the Lothian and Borders & Central Scotland database. Schedule 2-3

6 Restricted Contracts Reference: April PROPOSALS FOR SERVICE DELIVERY & IMPLEMENTATION 2.1 Tenderers must provide an overview of their organisation and identify where this contract will fit into the management structure and other contracts. Details of the proposed management structure for this contract should be provided including an organisation chart and management profile for the Account Management Team. (Management profiles should contain details of experience and qualifications pertinent to this contract and not exceed ½ page A4 per profile) Organisational Overview Global Language Services Ltd is a language service agency incorporated in Scotland in May We currently employ 16 administrative staff and over 2000 freelance language specialists, including interpreters, translators, transcribers, voice over artists and language tutors. The company has enjoyed regular growth since that time. While a contributory factor was the increasing demand for such services, generally it is considered that our fundamental company ethos of consumer orientation was a major factor in this company achieving a greater proportion of this market. Further, Global Language Services Ltd. considered that to meet or exceed customer expectations then appropriately qualified and trained interpreters, translators and transcribers were required. The company has given priority to the development of interpreter training and provides a series of training programmes from induction to professional qualifications. Recognition by the Chartered Institute of Linguists as a Centre contributes to the company s success in this field. The company operates a policy of providing a local supply where a local demand exists. In practical terms this results in the establishment of offices at centres other than the Head Office in Glasgow, and, at this time, offices operate in Edinburgh, Inverness and, most recently, in Aberdeen. It is considered that by making such a provision we optimise lead times and enhance economies and efficiency. Each of the Edinburgh and Inverness offices is staffed with a Business Development Manager and a further member of staff. The main task of these offices is to recruit and organise training for locally based interpreters, arrange appointments and market the services. Translation, transcription and tuition appointments also will be arranged in these local areas, but the conduct and management of such appointments will be organised by the specialist department at the Glasgow Head Office. Similarly, all financially related matters are arranged and managed at Head Office. The company and customers benefit from this economy of expertise. Presently Global Language Services Ltd has been awarded a number of public sector organisation contracts for the provision of interpreting and translation services these have been detailed elsewhere in this submission and include the COPFS framework, Strathclyde Police, Ministry of Justice, Highland Partnership (Highland Council and NHS), Scottish Legal Aid Board and, most recently, the Scottish Parliament. It follows that we have developed an organisation structure which encompasses the requirements of these contracts. Our present organisation structure recognises the influence of customer, geography and functional activities on the structure that we have developed. We consider that our structure has the capacity to meet the requirements of the Collaborative Contract with only minor amendments and, further, it has the capacity to absorb work additional to our present load which will be generated by this contract. The following chart outlines the current management and admin structure of our organisation Schedule 2-4

7 Restricted Contracts Organisation Chart: Current Reference: April 2009 Managing Director Mr George Runciman Director (Marketing/ Customer Relations / Quality Management) Mrs Frances Runciman Northern Scotland Office Manager Mr George Verhaere Day to day operation of Highland Partner Contract Admin of Northern Scotland Office Liaising with clients and suppliers Booking interpreters General queries Translation Manager Mr João Madeira Coordination of: Translations DTP / Typesetting Transcription Localisation Procurement Translation Assistant Finance Manager Mr. Ralph Johnson Management Accounts Budgeting Accounts Glasgow Office - Ms Shirley Queen Tribunals bookings Scottish Parliament - Ms Aimee Masterton COPFS bookings - Ms Ieva Mikulenaite Sheriff Clerk s bookings - Ms Helen Kirk General bookings - Admin Appointment pending Book Keeper Edinburgh & Lothian & Borders Office Manager Mr Darius Garab Admin of Edinburgh & Lothian and Borders office Liaising with clients and suppliers Booking interpreters General queries Admin / Management Information Ms Jenny Whyte Organising courses & career development for interpreters Marketing Coordinating tuition Management reports General admin Administrator Mrs Judy Millar Ms Isabelle Pereira Translation Assistant - Ms Lorraine Murphy - Ms Petra Flaisigova Data input Invoicing (appointment pending) Administrator Ms Agnieszka Jankowska Booking interpreters General queries General admin Schedule 2-1 Booking interpreters General queries General admin

8 Restricted Contracts Organisation Chart: Reference: Collaborative Partners April 2009 Diagram: How this contract fits with our management structure: Managing Director (Account Manager) Mr George Runciman Director (Marketing/ Customer Relations / Quality Management) Mrs Frances Runciman Northern Scotland Office Manager Mr George Verhaere Local recruitment & vetting Local bookings Translation Manager Mr João Madeira Coordination of: Translations DTP / Typesetting Transcription DPSI training Finance Manager Mr. Ralph Johnson Finance reports Invoicing Glasgow Office - Ms Shirley Queen General bookings - Ms Aimee Masterton COPFS bookings - Ms Ieva Mikulenaite Sheriff Clerk s bookings - Ms Helen Kirk General bookings - Admin Appointment pending Edinburgh & Lothian & Borders Office Manager Mr Darius Garab Local recruitment & vetting Local bookings Admin / Management Information Ms Jenny Whyte Training & workshops Management reports DPSI Administrator Mrs Judy Millar Booking interpreters General queries General admin Translation Assistant Ms Isabelle Pereira Translation Assistant Accounts - Ms Lorraine Murphy - Ms Petra Flaisigova Data input Invoicing General Queries Schedule 2-2 Book Keeper (appointment pending) Administrator Ms Agnieszka Jankowska Booking interpreters General queries General admin

9 Proposed Account Management Team The appointed contract manager will be the Managing Director, Mr. George Runciman, who would be assisted by the following staff: Mrs. Frances Runciman Quality Management Mr. Joao Madeira Translation, Transcription and Training Ms. Jenny Whyte Management Information / Systems and Training The appointed contract manager already currently oversees several other similar contracts, such as our exclusive contracts with Strathclyde Police, Scottish Parliament, Tribunal Service from the Ministry of Justice, Highland Partnership contract and Crown Office and Procurator Fiscal Service. The managing structure employed for successfully maintaining these contracts is the same as proposed in this submission. This means the contract could be incorporated with minimum disruption to us and the client. Account Management Profiles George Runciman Managing Director of Global Language Services Ltd since 2001 Marketing Tutor/Consultant National Extension College. Chartered Institute of Marketing Examiner -Chartered Institute of Purchasing and Supply, Scotvec, ACCA, ABE Assessor for SVQs Level 3/level 4 Procurement Head of Department of Marketing Management & Design Studies Central College Fellow of Chartered Institute of Marketing Institute of Translation and Interpreting - Associate Member Wide range of published work, including several Distance Learning programmes/modules for various Higher Education organisations, Director - Global Connections (Scotland) Ltd August May 2001 Jordanhill College of Education (Strathclyde University) Teacher s Certificate Heriot-Watt University - Diploma in Management Studies Strathclyde University - Certificate in Marketing for Managers Heriot-Watt University - Master of Administration Frances Runciman Director of Global Language Services Ltd LL.B (Strathclyde University) M.Phil Service Quality in Public Sector Education (Strathclyde University) PostGraduate teaching Diploma (St. Andrew s College of Education) Certificate in International Marketing with Languages (Napier College) BA French/Spanish with Linguistics (Strathclyde University) Member of Chartered Institute of Marketing and of the General Teaching Council Extensive background in education - schools. Colleges and Universities teaching / lecturing in Marketing and Languages Number of published articles in the field of Service Quality and Marketing

10 Mr. Joao Madeira Translation Manager for Global Language Services Ltd since 2003 Coordinated the launching of the Global Language Services Distance Learning DPSI programme, which remains the only such course available in the UK Part-time Examination Consultant for Diploma in Public Service Interpreting Portuguese translator/interpreter since 1995 Master of Business Administration (Ongoing Open University) Diploma in Translation (Chartered Institute of Linguists) DPSI Scottish Law (Chartered Institute of Linguists) PgD Information Technology with Software Development (Paisley University) MA History (University of Glasgow) Ms. Jenny Whyte Adminstrator currently responsible for o Management Information; o Organising and maintaining recruitment process; o monitoring policies; o Organising short Continuous Professional Development courses for interpreters. Background in recruitment and information management BA(Hons) Business with Information Management (Glasgow Caledonian University) Certificate in Teaching English as a Foreign Language First Aid Certificate

11 2.2 The proposed principal point of contact should be named and a one page (A4) CV provided to include a complete working history, and relevant professional skills / qualifications including length of service in your organisation. Details of all other contracts they are responsible for must be provided. If the tenderer is shortlisted, the Authority will require meeting the nominated Account Management Team, prior to the contract being awarded. The principal point of contact will be Mr George Runciman, Managing Director, whose CV is as follows: EMPLOYMENT HISTORY 1. Managing Director of Global Language Services Ltd, from May responsibilities include: Contract for the provision of Interpreting services for the Crown Office and Procurator Fiscal Service Contract for the provision of translation and Interpreting Services for the Scottish Parliament Exclusive contract for Interpreting Services for Strathclyde Police Exclusive contract for provision of Interpreting Services for the Highland Partnership Exclusive contract for the provision of Translation Services for the Scottish Legal Aid Board 2. Tutor Mentor - National Extension College/Coca-Cola for Management Degrees of London and Bradford Universities. National Extension College - tutor to Management Training programme students Bradford University School of Management - 2 nd Marker for Marketing Subject examinations. Open University - Residential Schools Tutor for MBA and Management Diploma students. Chartered Institute of Marketing- External Education Advisor CIPS - Professional Stage Examiner and Assessor for SVQs Level 3/level 4 Procurement International Correspondence School Distance Learning Tutor Scotvec Examiner. Report on Evaluation of SVQs in Selling Marker/Question writer for ACCA, ABE 3. Director - Global Connections (Scotland) Ltd August May Head of Department of Marketing Management & Design Studies Central College 11/72 08/97 5. Lecturer in Distribution/Marketing/Management at Falkirk College of Technology, 09/63 11/72 6. Trainee Executive in Department Stores of the House of Eraser. - 11/60-09/63 7. Actuarial Student at the Century Insurance Co. based in Edinburgh. -03/59 11/60 8. National Serviceman in Royal Electrical and Mechanical Engineers 02/57-03/59 PART-TIME/CONSULTANCY ACTIVITIES 1. Lecturer in Service Marketing at Glasgow Caledonia University - January May Tutor-Counsellor for the Open University Business School 3. Residential Schools Tutor OUBS at various levels including MBA Lectured in Export Management Glasgow University Business School 10/90 12/90 5. Examiner Marketing and Management subjects for Scotvec at HND/C.- 09/78 11/94 6. Author and editor of Distance Learning materials - Management for SQA, Service Marketing for University of Paisley, Employment Relations for IPM award for ICS, Stock Control for NEBSM. HIGHER EDUCATION/PROFESSIONAL QUALIFICATIONS Glasgow University Engineering Heriot-Watt College - Certificate in Retail Management Principles Jordanhill College of Education (Strathclyde University) Teacher s Certificate Heriot-Watt University - Diploma in Management Studies Strathclyde University - Certificate in Marketing for Managers Heriot-Watt University - Master of Administration PROFESSIONAL ORGANISATIONS Chartered Institute of Marketing Fellow. Member from Institute of Translation and Interpreting - Associate Member

12 2.3 a.) Tenderers must provide an executive summary of their proposal. It must include (as a minimum) an overview of your understanding of the Specification and your organisation s proposed approach and plans for satisfying and supporting the requirements and pricing arrangements. This summary should be for each of the 3 services described. (max 2 page A4) Our general understanding of this Specification is that the following are the fundamental requirements: Scottish Ministers require to establish a framework contract for the provision of Interpreting, Translation and Transcription services on behalf of the Collaborative Partners for delivery throughout Scotland. The Authority requires Contractors to provide comprehensive spoken language interpreting services, document translation and transcription and translation from word documentation or electronic media into word documents. In the provision of the required services the emphasis will be on quality as well as price. The thrust of Global Language Services Ltd proposal is that it can meet and/or exceed the expectations of the Collaborative Partners as a result of the following: Significant and relevant experience of providing the required services both on an ad-hoc basis and to exclusive contracts to customers who are or who are similar to Collaborative Partners. Soundly based and soundly managed company and largely through its commitment to customerfocused policy has enjoyed continuing growth in turnover generally year on year. Local demand and local supply policy with area offices operational in Edinburgh, Inverness and Aberdeen, further offices in Perth/Dundee and Forth Valley/Fife under consideration and other Associates in other localities to provide extensive geographical cover A careful recruitment policy and practices and commitment to training at all levels from induction to the development of a Distance Learning DPSI complemented with ongoing training developments and recognised by Investors in People. Practical commitment to the achievement of the required quality standards. Interpreting The company has a portfolio of interpreters at each of its main locations and these represent the languages most commonly requested as well as other languages available throughout the company. New language pairs are regularly added to our lists and at this time we calculate that we can provide the vast majority of Annex 1 languages. The company presently provides a 24 hour 7 days a week appointments service. The company is experienced in accepting short notice appointments and in completing the arrangements for such appointments. The company operates a recruitment and selection procedure which is fair and yet rigorous so that only interpreters with appropriate experience or with relevant potential are recruited. The company completes a registration process for each interpreter which more than satisfies the requirements of Section 3.3. of the Specification and all applicants complete Codes of Practice and Ethics, Confidentiality agreements and application for Enhanced Disclosure Scotland. The company provides induction programmes for all interpreters as well as specialist training programmes for Police Interpreting, Court Interpreting and Interpreting for the Health Services. These are supplemented by online Language Forums and will be enhanced by the CPD programme under development. The company gives emphasis to the DPSI by providing evening, weekend and distance learning subsidised programmes for this award. Interpreters are offered financial incentives on successful completion. The company is discussing and/or developing its training provision by Introductory Interpreting Distance Learning programmes, Conference Interpreting training, Video Conferencing and, in discussions with CILT (National Centre for Languages), a certificated award at a pre DPSI level. The company proposes the scale of fees outlined in the pricing schedule (Schedule C)

13 Translation The company provides at present a comprehensive translation service from English into most languages and from those languages into English or other languages. The company has a commitment to sourcing qualified translators and to the extension of its language-pair portfolio. The company accepts translation requests at any of its offices but all remaining aspects of the management of that translation are undertaken at the specialist Translation Department located in the Glasgow Head Office. The company s Translation Department operates between the specified core hours and can extend these hours where necessary. The company has experience of meeting the requirements for turnaround times, range of documents and types of services identified in Section 3.6 of the Specification and it will be standard practice to continue and/or discuss these with any Contracting Partner prior to commencement. Translators selected and appointed on the basis of their qualifications and experience will complete the appropriate Code of Conduct, incorporating a Confidentiality statement Following discussions with COPFS the company indicated its intentions to develop translation templates and practices and will develop this practice to satisfy the requirements of Section of the Specification. The company recognises the need for discussion and agreement with a Collaborative Partner and each of the critical stages of the translation process and will operate such a practice. The company operates efficient and economic processes for the transmission of materials, using a variety of technologies and determined by, inter alia, the Contracting Partner requirements. The Ancillary services identified in Section of the Specification are part of the company s normal provision. The company proposes the scale of fees outlined in the pricing schedule (Schedule C) Transcription The company will sub-contract transcription of English to English and Braille documents to The Royal National Institute of Blind (RNIB), Glasgow. The company will appoint transcribers for transcription of all other language pairs and such appointments will follow the guidelines outlined above for translators. The operation of the transcription service will be governed by the methods established for the translation service The company proposes the scale of fees outlined in the pricing schedule (Schedule C)

14 b.) Tenderers must provide a statement of how they will meet the requirements, from the outset of the contract award. This statement should be for each of the 3 services described. (Max 2 page A4) We believe we could offer these services from the outset of the contract as we already: a) have the systems in place including adequate vetting, recruitment and monitoring policies. b) have the administrative structure in place network of 4 regional offices in Scotland c) have the workforce in place network of over 2,000 linguists d) have experience providing these services (Crown Office and Procurator Fiscal Service, Scottish Legal Aid Board, Scottish Courts Service and Scottish Children s Reporter Administration) Interpreting: We already have 4 regional offices in Scotland, each with a database of local interpreters. Many of these associates have been undertaking work for some of the Collaborative Partners and other organisations. Many of them have also taken part in our training programmes, including the DPSI. The tender specification places great emphasis on the level of quality of interpretes who are to work in the contract. We believe that not only do we have the largest network of offices and interpreters in Scotland, we also have a unique training and professional development plan for those interpreters. Whilst we believe we would have the resources to fulfil the requirements from the outset, we also plan to further widen and improve our comprehensive training programme. This should result in a continuously increasing number of qualified linguists during the lifetime of the contract. Recruitment for the DPSI programme has already started and we would allocate further resources at the outset of the contract, in order to ensure we would achieve a record numbers of enrolled DPSI students as has happened over the last few years. Translation: There would be no major changes in our translation department after the award of the contract. We already have internal historical data highlighting the most requested languages for the major Collaborative Partners and have recruited translators for those languages. These are all based in the UK and we do not have to outsource translation assignments to linguists outwith the UK. We have a recruitment policy which already meets the requirements of this contract and which vets translation applicants in order to ensure they are qualified and experienced to an acceptable level. We have a translation department which we feel is adequately staffed with admin resources for the volume of work represented in the historical information provided. Our experience in working with several of the Collaborative Partners has allowed us to become aware of their particular requirements. It is expected that the Contract Manager would liaise with Collaborative Partnerts for whom we have not undertaken translation work, in order to determine their particular requirements from the outset. Transcription: As with the two services above, we have already been providing multilingual transcription services to some of the Collaborative Partners, which means we are aware of their

15 requirements. In addition, the subcontractor we proposed for provision of English to English and English to Braille transcription services (The Royal National Institute for the Blind RNIB) also has experience providing services in those areas for the same partners. The RNIB already has transcribers and Braillists appointed at their Glasgow office and, given the historical data provided in the specification, it is not anticipated that there should be volume of work which would involve sourcing additional staff and resources to meet its requirements. RNIB transcribers are qualified to professional standards and they have a Quality plan which ensures they remain abreast of the most recent standards and developments in that specialised market. Global Language Services Ltd multilingual transcribers are professional linguists, who are recruited following the same strict criteria for translators. Global Language Services Ltd has a professional development plan for translators which also includes multilingual transcribers.

16 2.4 Tenderers must confirm compliance with all areas of the Specification by completing the Compliance Schedule at the end of Schedule 2. Any areas that cannot be met must be identified within the Compliance Schedule and an assessment of their impact on the service provision given. Enclosed as Annex M. Global Language Services Ltd confirms compliance with all areas of the Specification and has completed the Compliance Schedule at the end of Schedule 2.

17 2.5 Tenderers must state any assumptions made in putting together their proposal. (max ½ page A4) In the production of this tender the following assumptions were recognised and considered While the extrapolations in Annex B to Schedule 2 were not guaranteed as to accuracy or by volume of usage, these approximations were factors taken into consideration. The company has assumed that it will be the sole and single Contractor for this tender. The company has assumed that there will be minimal, if any, use of the Non Exclusivity clause in 42.1 and that normally all Collaborative Partners will place orders with this company as the successful Contractor. The company assumes that the 70 miles/90 minute rule will be applied rigorously. The company assumes that the minimum charge time will be two hours per appointment. The company assumes and anticipates that ongoing discussions regarding training developments will move to the required successful conclusion. The company assumes that the Scottish Court Service and COPFS will develop a two tier requirement for interpreters and accordingly require specialist conference/simultaneous interpreters for whom extraordinary fees may be required.

18 2.6 Tenderers must outline any perceived risks in meeting any area of the Specification. Risks should be assessed in terms of impact and likelihood. Mitigating actions must be identified. (Max 1 page A4) When covering such a geographical area, the most likely risks will be: 1. An interpreter for a particular language is requested in a specific region where no such specialist language is available Mitigating Action: Global Language Services has four local offices located throughout Scotland. As such, we have the widest regional coverage of languages in Scotland and are constantly recruiting new linguists. This also allows us to complement our provision of linguists for a particular area with linguists from our different regional databases. We will continue to recruit new linguists in order to ensure an increasingly wider coverage. Low impact Some likelihood 2. A qualified interpreter is requested in a region where no qualified interpreters are available for that language. Mitigating Action: As before, in the short term this can be complemented by our other regional databases. We do, nevertheless, recognise that there is a great need to recruit and train more qualified interpreters, particularly in regions where there are traditionally very few qualified linguists (such as in the Highlands and Islands and Aberdeenshire). We are aware that this is a mid to long term commitment, which we have already started to address with the provision of our Distance Learning DPSI course and weekend DPSI course in Edinburgh and Inverness, in addition to other specialised workshops. Low impact High likelihood 3. DPSI not available in all languages The DPSI is not currently offered by the Chartered Intitute of Linguists (IOL). New languages are added by the IOL on an annual basis but only in a very limited fashion.there may be little opportunity for relevant undergraduate/post graduate awards in these languages. Frequently there is little demand for this or similar languages. Mitigating Action: The company will provide in the time available relevant training on a oneto-one basis in an attempt to meet fundamental requirements. High impact High likelihood 4. Interpreters in particular languages may not be available for a trial because previous commitment/involvement at earlier stages and there exists a need beyond our control to recruit interpreters from elsewhere in UK, e.g. HMA v Marek Harcar Mitigating Action: Exemption policies and practices require to be considered by Collaborative Partners. High Impact- Medium/High likelihood

19 2.7 Tenderers must provide an implementation plan, with activities and minimum required timescales for completion following contract award including transitional arrangements. Global Language Services Ltd is already the holder of the contract for some of the Collaborative Organisations, namely the Crown Office and Procurator Fiscal Service and the Scottish Legal Aid Board. In addition to that, we are regular suppliers to other Collaborative Partners, who have not issued formal contracts for provision of language services: The Scottish Courts Service and the Scottish Children Reporter s Administration. As such, we believe that the transitional impact would to a great extent be minimised, as we already have the systems in place to supply to these organisations and already have a workforce of suitable interpreters, translators and transcribers to deliver the contract. Nevertheless, we do recognise that this framework agreement incorporates a number of new elements and requirements, in addition to additional customers, whose particular requirements should be considered so that we can provide them with the same level of service. As such, we anticipate the following activities would have to be undertaken: Account Manager to meet CGCoPE s Strategic Contract Manager timescale to be agreed. Contact representatives from all Collaborative Partners in order to discuss practical strategic requirements in terms of training, invoicing, format of bookings and other relevant issues. Within 2-3 weeks. Account Manager to meet internal managers, admin staff and RNIB to discuss nature of new contract and practical admin implications within one week Account Manager to contact interpreters, interpreters and transcribers to discuss nature of new contract and practical implications and change in fee payment scale. within 2 weeks Follow-up Meeting with Account Managers and internal staff. Plan Induction propgrammes. Notification to be sent out to all the organisations listed in Annexes 2 and 3 to Schedule B, with details on how to access services and informing of contract manager s contact details for any queries Within 1 week. Continue Training Programmes o Glasgow, Inverness and Edinburgh courses starting in October (possibly Aberdeen pending demand). o Continuation of Distance Learning DPSI course this is on a flexible entry scheme. o Continuation of Police training and Court training workshops and holding such programmes in other more remote locations within 3 months Diploma in Translation launching the Distance Learning Programme for the Diploma in Translation before the end of the year Evaluate feasibility of opening new Offices in Perth/Dundee and Forth Valley/Fife. Decision to be taken after evaluating usage reports for the first quarter of the contract. Finalise Software booking system and establish talks to incorporate e-procurement into the system where practical 3 to 6 months Disclosure the framework agreement currently in place with COPFS requires that linguists renew Disclosure certificates every 3 years. As the new contract stipulates that all personnel must have a Disclosure certificate that is no more than 12 months old, we would immediately require our associates in those circumstances to renew their certificates. New certificates can take between 2 to 8 weeks to arrive.

20 2.8 Tenderers must describe how the account manager (referred to in Section 11.1 of Schedule B) will meet the requirements of the specification. The Account Manager designated by Global Language Services Ltd. is George Runciman, the present Managing Director of the company. It is envisaged that he will have a dual role in this appointment (1) Liaison Manager (2) Communication Manager He will be the initial point of contact for CGCoPE s Strategic Manager and the nominated representative of each identified Collaborative Partner. He will liaise with the CGCoPE s Strategic Manager regarding any/all potential and proposed changes to the terms and conditions of the Contract. He will ensure that the company meets all of its contractual obligations. He will ensure that the company maintains full and accurate records of the contract He will ensure that the company operates an appropriate quality management system He will propose innovative practices, including e-commerce solutions, to the Strategic Manager. He will establish contacts with each Collaborative Manager and in while so doing agree format, style and time of the required monthly reports. He will be the first point of contact for complaints regarding service delivery and will manage the response and recording of such complaints, He will ensure that the relevant information required for approved purposes by Collaborative Partners is available in a timeous and appropriate manner. He will ensure that appropriate Management Information Systems are applied so that 1. the company monitors its performance against agreed service levels 2. bi-annual Service Quality Survey of levels of satisfaction are undertaken 3. that monthly and quarterly reports are available in the agreed format and time as identified in paras and 9.1

21 2.9 The Contract will be let as a framework arrangement(s) with the successful Contractor(s) able to deliver Interpreting, Translation and Translation services. The specialist areas are noted below: Interpreting (face to face) Translation and Transcription Tenderers are invited to submit a response for all of the specialism s listed above by completing the appropriate section to section Interpreting Services a. Tenderers should provide evidence of their organisations practical experience in providing Interpreting Services. Global Language Services Ltd is a leading interpreting and translation agency based in Scotland founded and incorporated in May The main focus of the company is to provide a customer oriented service which places great emphasis on quality and, as a result of this approach we have been awarded a number of contracts in the public sector. Below are details of some of our experience in the provision of interpreting services. These are but a sample of our current clients and includes mainly examples of public sector clients for whom we have provided services comparable to those detailed in the contract specification. It is also worth mentioning that we currently supply interpreting services for many of the organisations listed on the specification. Crown Office and Procurator Fiscal Service 2006 onwards Placed first amongst the four service providers included in the framework agreement for the provision of interpreting services for all the Procurator Fiscal Offices in Scotland. Received the highest score for technical capacity during the evaluation process. Scottish Parliament (2009 onwards) Provision of conference and consecutive interpreting services, translation and transcription. Highland Wellbeing Alliance (Highland Council and NHS Highland) 2006 onwards Current holders of the contract for ongoing provision of interpreting services in a range of languages and reawarded by Highland Partners in May Scottish Courts Service 2001 onwards Provision of interpreters for Courts all over Scotland. Strathclyde Police 2008 onwards Exclusive contract for the provision of interpreters for police stations in the Strathclyde area on a 24 hour per day, 7 days per week basis. Contract awarded in June 2008 Ministry of Justice Tribunal Service onwards Provision of interpreting services for Tribunals in Scotland, Northern Ireland and Northern England. Contract awarded in June 2008 Lothian and Borders Police 2008 onwards Provision of interpreting services for police stations in the Lothian and Borders area on a 24 hour per day, 7 days per week basis. Dumfries and Galloway Police, Grampian Police Interpreting / translation services

22 Scottish Prison Service 2005 onwards Interpreting / translation services NHS (NHS Highland, Greater Glasgow NHS, NHS Argyll & Clyde, NHS Ayrshire & Arran, Lanarkshire Primary Care Trust, NHS Lothian and Borders) Provision of interpreting and translation services. Glasgow City Council, Edinburgh City Council, East Lothian and Borders Council, East Renfrewshire Council, Renfrewshire Council, North Lanarkshire Council, Dumfries and Galloway Council, East Ayrshire Council, West Dunbartonshire Council 2001 onwards Ongoing provision of interpreting and translation services to various Council Departments British Red Cross from 2007 onwards Provision of interpreting services. Children s Reporter Administration - from 2002 onwards Provision of interpreting and translation services. Staffordshire County Council 2004 to 2008 Contract for provision of interpreting and translation services Serco Prison Services from 2003 onwards Ongoing provision of interpreting and translation services. G4S Security (Dungavel House Immigration Centre) from 2003 onwards Ongoing provision of interpreting and translation services. BBC Scotland Eorpa (Gaelic Department) from 2002 onwards Ongoing provision of a range of translation, transcription and interpreting services for BBC Scotland.

23 b. Tenderers should detail how they will remain flexible to the needs of individual Collaborative Partners whilst maintaining a consistency in levels of service. 24/7 provision Flexibility remains one of the key aspects of our service provision. As mentioned before, we have an out-of-hours stand-by service, which ensures clients can reach us at any time of the day or night to request an interpreter. This flexibility is recognised by a number of organisations for whom we provide interpreting services at short notice, such as Strathclyde Police, Northern Constabulary and Grampian Police and the NHS in various locations. Large network of linguists Furthermore, we have a wide database of linguists which is of paramount importance in ensuring we can deliver this level of flexibility in our service provision. We have been requested to provide specialist services on a number of occasions where no other organisations were able to meet such demand. We are, for example, the only language service agency in Scotland with a registered Tongan interpreter. We were the only agency able to provide Finnish interpreters for the Courts Service during the G8 summit in Gleneagles. We were the only agency able to provide a suitable Arabic interpreter for the Al-Megrahi retrial and Albanian conference interpreters for the Amir Dardha case. We were also able to locate and recruit the most experienced Slovak conference interpreters in the UK for the recent HMA v Harcar trial at Glasgow High Court. In addition to this, we also have the largest database of DPSI qualified linguists in Scotland. We have, for example, the only Amharic DPSI holder in Scotland, the only Somali DPSI holder in Scotland, the only Kurdish Sorani DPSI holder in Scotland, the only Latvian DPSI holder in Scotland. Administrative flexibility In addition, we try to be sensitive to our clients requirements and always endeavour to meet any reasonable requests. We recognise that different clients have different requirements in terms of booking and invoicing procedures, recording information and need for management reports. We accept these and have procedures in place to ensure each client received the service requested to their satisfaction. Monitoring Global Language Services Ltd. undertakes a number of activities to ensure its service provision is always to the highest standard, irrespective of whether such provision relates to an appointment booked in advance or at short notice and irrespective of the geographic location of such appointment. These monitoring activities are outlined in Section Vetting & Training Global Language Services Ltd has recruitment and training programmes that identify linguists suitable for certain levels of work. These are indentified in advance and entered into our database, so as to ensure they are vetted should their services be required. We have a vast number of linguists for rare languages who have been through the registration, vetting and training processes should their specialist language skills be required at some point in the future. All our linguists have to undergo a registration process, before undertaking an assignment. As part of that registration process, they are required to attend an induction programme which covers such issues as Confidentiality and Professional Conduct and also basic Interpreting techniques and Company Policies.

24 c. Tenderers should provide details of the Scottish based interpreters on the databases and their locations e.g. 4 x Inverness, 3 x Glasgow etc. Global Language Services Ltd. currently has four regional offices based in Glasgow, Edinburgh, Inverness and Aberdeen and also a number of Associates located outwith these particular areas.. We believe that no other company has such a wide network. This has allowed us to compile local databases, whilst maintaining the same standards of recruitment, vetting and training, whilst passing cost economies to our clients Each of these offices holds a database of local interpreters which is constantly updated. The total current number of registered linguists is as follows: Greater Glasgow & West of Scotland database over 1,500 Lothian and Borders & Central Scotland database over 350 Highland and Islands database over 250 Aberdeenshire database over 100 The regional breakdown as requested in section of the Specification has been enclosed as Annex K Greater Glasgow & West of Scotland LANGUAGES COVERED BY YOUR OFFER (Please tick) NUMBERS OF INTERPRETERS/ TRANSLATORS/ TRANSCRIBER AVAILABLE LANGUAGE Afrikaans 2 Akan 3 Albanian 21 Alcholi 2 Amharic 23 Arabic 66 Armenian 3 Azerbaijani 3 Bahdini 6 Balochi 1 Bantu 1 Basque 1 Belarusian 2 Bengali 11 Bete Bosnian 1 Bulgarian 8 Burmese 3 Cantonese 37 Chinese 2 Creole 2 Croatian 8

25 Czech 48 Danish 9 Dari 18 Dinka 2 Dutch 12 Egyptian 1 Estonian 7 Farsi (Afghan) 18 Farsi (Persian) 49 Finnish 8 Flemish 0 French 107 Gan 1 N.B. Official language of Ghana is English and there are 9 other Ghanaian regional languages Georgian 8 German 37 Greek 22 Gujarati 7 Gurmukhi 63 Hakka 6 Hausa 1 Hebrew 6 Hindi 31 Hungarian 14 Icelandic 2 Igbo 4 Indonesian 1 Italian 26 Irish Gaelic 1 Japanese 9 Kannada 1 Kazakh Kikongo 2 Kikuyu 4 Kinyarwanda 7 Kisii 1 Kongo 1 Korean 14 Krio 1 Kurdish(Sorani) 29 Kurdish (Kurmanji) 5 Kyrgyz 2 Laotian 1 Latvian 14 Laur Language not known Lingala 28 Lithuanian 13

26 Luganda 15 Luo 1 Lutora Macedonian 4 Malay 3 Malayalam 5 Maltese 1 Mandarin 73 Mandinka 2 Marathi 2 Mauritian-creole 1 Min 1 Mirpuri 7 Mongolian Nepali 4 Norwegian 15 Papiamento Pashto 22 Polish 127 Portuguese 24 Punjabi 63 Romany 6 Romanian 20 Russian 72 Scottish Gaelic 6 Serb-Croat 14 Seychelles-Creole Shona 14 Sinhalese 15 Slovak 39 Slovenian 3 Somali 45 Spanish 51 Swahili 49 Swedish 15 Sylheti(Bengali) 8 Tagalog 3 Tajik Tamil 23 Telugu 7 Thai 12 Tibetan Tigrinya 18 Twi 1 Turkish 30 Turkmen 1 Ukrainian 8 Urdu 68

27 Uzbek Vietnamese 14 Welsh 2 Wolof 3 Wu 2 Xiang 2 Yoruba 6 Yiddish 6 Zulu 4 Lothian and Borders & Central Scotland LANGUAGES COVERED BY YOUR OFFER (Please tick) NUMBERS OF INTERPRETERS/ TRANSLATORS/ TRANSCRIBER AVAILABLE LANGUAGE Afrikaans 1 Akan 2 Albanian 3 Alcholi Amharic 2 Arabic 14 Armenian Azerbaijani Bahdini 1 Balochi Bantu Basque Belarusian Bengali 5 Bete Bosnian 2 Bulgarian 2 Burmese 2 Cantonese 9 Chinese 28 Creole Croatian Czech 7 Danish 1 Dari 1 Dinka 2 Dutch 1 Egyptian 14 Estonian 1 Farsi (Afghan) Farsi (Persian) 1

28 Finnish 1 Flemish 1 French 23 Gan N.B. Official language of Ghana is English and there are 9 other Ghanaian regional languages Georgian German 4 Greek 2 Gujarati 1 Gurmukhi 11 Hakka 1 Hausa 2 Hebrew Hindi 2 Hungarian 2 Icelandic Igbo 2 Indonesian 1 Italian 8 Irish Gaelic Japanese 3 Kannada Kazakh 1 Kikongo Kikuyu Kinyarwanda Kisii Kongo Korean 4 Krio Kurdish(Sorani) 2 Kurdish (Kurmanji) 1 Kyrgyz Laotian Latvian 5 Laur Language not known Lingala Lithuanian 6 Luganda Luo Lutora Macedonian Malay 2 Malayalam 1 Maltese Mandarin 19 Mandinka 2