FOR THE PROVISION OF TRANSLATION, INTERPRETATION AND TRANSCRIPTION SERVICES FOR THURROCK BOROUGH COUNCIL. Reference Number: PS/2015/088

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1 FOR THE PROVISION OF TRANSLATION, INTERPRETATION AND TRANSCRIPTION SERVICES FOR THURROCK BOROUGH COUNCIL Reference Number: PS/2015/088 Appendix 7: Terms of Reference TERMS OF REFERENCE 1.1. Assignment A piece of work allocated to the Service Provider by the Customer to interpret and translate. Assignments shall be construed accordingly; 1.2. Authorised Officer 1.3. Booking 1.4. CACDP A term used to refer to the Responsible Officer A formal order made by the Customer for the Service Provider to undertake an Assignment; The Council for the Advancement of Communication with Deaf People; 1.5. Core Languages Core languages relate to those languages which the Council has a clearly identifiable, urgent demand and for which requests are frequently received In Hours Assignments 1.7. ITI Assignments required between Monday to Sunday 7.00am to 7.00pm; The Institute of Translation and Interpreting; 1.8. Linguists 1.9. NRCPD Refers to all persons employed by the Service Provider, together with any freelancers, agents, suppliers and Sub-Contractors used by the Service Provider to deliver Services within an Assignment under the Customer s Call-Off Contract. Linguist shall be construed accordingly; Appendix 7: Terms of Reference PS/2015/088

2 means the National Registers of Communication Professional working with Deaf and Deafblind People; NRPSI The National Register of Public Service Interpreters; Out of Hours Assignments Assignments required between Monday to Sunday 7.00pm to 7.00am, or Bank Holidays; Rare Languages Rare languages relate to those languages which the Council has a clearly identifiable, demand but for which requests are received intermittently SASLI Means the Scottish Association of Sign Language Interpreters; Service Provider The service provider appointed by the Customer to deliver Services; Service User An individual who speaks or reads languages other than English, or who needs to communicate in English in non-spoken ways. Service Users shall be construed accordingly; Sub-Contractor Any person or organisation engaged by the Service Provider in connection with the provision of the Services from time to time as may be permitted by the Customer; Technicality The technicality relates to whether the material and or assignment is technical or nontechnical in nature.; Turnaround Times The turnaround times set out in Appendix 3 which the Service Provider will be required to adhere to. Appendix 7: Terms of Reference PS/2015/088

3 FOR THE PROVISION OF TRANSLATION, INTERPRETATION AND TRANSCRIPTION SERVICES FOR THURROCK BOROUGH COUNCIL Reference Number: PS/2015/088 Appendix 8: Mandatory & Desirable Service Deliverables Description Mandatory Desirable Translation & Transcription Service Verbal o Audio Recording o Audio Remote Real-time o Face-to-Face formats) Non-Verbal o Written (scanned and electronic o Large Print / Easy Read o Lip Speakers o BSL o Braille Interpretation Service: Face-to-Face Verbal to): Non-Verbal (including but not limited o Braille o Large Text o Lip Speakers o BSL Video Real Time & Recording Verbal Appendix 8 Page 1 of 4 PS/2015/088

4 Non-Verbal o Lip Speakers o BSL Telephone : Telephone Booking Service Mediums: Electronic (web based booking Service) Digital / Telephone (Core Hours Booking Service) Telephone (OOH Booking Service) Queuing system / request prioritisation: Request prioritisation Queuing system Validation Service: Level 1 Checked by 1 other translator/transcriber Level 2 Checked by 2 other translators/transcribers Level 3 Checked by more than 2 other translators/transcribers Turnaround Times: Level 1 Up to 3 hours Level hours Level hours Level 4 3 working days Level 5 5 working days Level 6 10 working days Verbal: Interpreter Qualifications: Level 1 Level 2 Level 3 Level 4 Level 5 Non-Verbal: Appendix 8 Page 2 of 4 PS/2015/088

5 Level 1 Level Additional Qualifications as per clauses 8.4 & Training of Council Staff: Training of Council Staff Social Value: To provide training and support to Volunteer and Community Translators and Co-ordinators in Thurrock To ensure a percentage of recruitment activity is conducted locally with a view of sourcing from the local community Working with and/or Subsidising English Speakers of Other Languages (ESOL) within the Thurrock area to increase the number of community translators To demonstrate a commitment to the reduction of Green House Gas Emissions To engage local businesses to champion and promote the Councils vision and the Contractors obligations in relation to Corporate Social Responsibility Remedies: Cancelations: By the Operator: Level 1 less than 24 hours but more than 12 hours notice given Level 2 less than 12 hours notice given By the Council: Level 1 more than 24 hours notice given Level 2 less than 24 hours but more than 12 hours notice given Level 3 lee than 12 hours notice given Non-attendance: Where no prior notification has been received by the Council Late to Assignment: - 15% reduction for every 15 minutes lateness Translation Services 20% reduction the first hour lateness and an additional 10% for every 30 minutes lateness for up to 4 hours. Languages: Appendix 8 Page 3 of 4 PS/2015/088

6 Languages: As listed in Appendix 1 - Mandatory Core and Rare Languages As per Appendix 1 - Mandatory Core and Rare Languages Tenderer to propose additional languages within Tender submission Appendix 8 Page 4 of 4 PS/2015/088

7 FOR THE PROVISION OF TRANSLATION, INTERPRETATION AND TRANSCRIPTION SERVICES FOR THURROCK BOROUGH COUNCIL Reference Number: PS/2015/088 Appendix 9: Turnaround Times Turnaround Times for The Provider shall deliver the Service within the response times set out below: Booking Request Service Turnaround Time Booking Confirmation Level 1 Emergency Bookings (less than 3 hours in advance) Interpretation within a maximum of 3 hours of the Interpretation within a maximum of 3 hours of the initial booking; or Return the requested Interpreted material to a predetermined venue no longer than 3 hours after the initial booking. Level 2 Emergency Bookings (between 3 and 24 hours in advance) Interpretation within 3 hours to a maximum of 24 hours of the Appendix 9 Page 1 of 3 PS/2015/088

8 Booking Request Service Turnaround Time Booking Confirmation Interpretation within 3 hours to a maximum of 24 hours of the initial booking; or Return the requested Interpreted material to a predetermined venue within 3 hours to a maximum of 24 hours after the initial booking. Level 3 Urgent Bookings (between 24 and 48 hours in advance) at the booked Assignment time. Level 4 Urgent Bookings (between 48 hours and 3 working days in advance) Level 5 Non Urgent Bookings (3 to 5 working days in advance) within 24 hours to a maximum of 48 hours of the initial booking; or Return the requested Interpreted material to a predetermined venue within 24 hours to a maximum of 48 hours after the initial booking. at the booked Assignment time. within a maximum of 3 working days of the initial booking; or Return the requested Interpreted material to a predetermined venue within a maximum of 3 working days of the initial booking. at the booked Assignment time. within a maximum of 5 working days of the initial booking; or Return the requested Interpreted material to a predetermined venue within a maximum of 5 working days of the initial booking maximum of 24 hours of the maximum of 24 hours of the Appendix 9 Page 2 of 3 PS/2015/088

9 Booking Request Service Turnaround Time Booking Confirmation Level 6 Non Urgent Bookings (5 to 10 working days in advance) at the booked Assignment time. within a maximum of 10 working days of the initial booking or; Return the requested Interpreted material to a predetermined venue within a maximum of 10 working days of the initial booking. maximum of 24 hours of the maximum of 24 hours of the Turnaround Times for Translation and Transcription Services The Provider shall deliver the Translation and Transcription Services within the following response times: Booking Request Response Time Booking Confirmation Emergency Bookings (24 hours or less in advance) Urgent Bookings (between 24 hours and 3 working days in advance) Non Urgent Bookings (more than 3 working days in advance) Material to be completed and delivered to the Council as soon as possible or in any event within the timescales specified. Material to be completed and delivered to the Council as soon as possible or in any event within the timescales specified. Material to be completed and delivered to the Council as soon as possible or in any event within the timescales specified. maximum of 3 hours of the maximum of 1 day of the Note: Timescales for delivery of translated/transcribed material is most likely to be dependent on the document, its size and the Councils urgency. Appendix 9 Page 3 of 3 PS/2015/088

10 FOR THE PROVISION OF TRANSLATION, INTERPRETATION AND TRANSCRIPTION SERVICES FOR THURROCK BOROUGH COUNCIL Reference Number: PS/2015/088 Appendix 10: Management Information Management Information Requirements Assignments Undertaken Booking reference number; Date of Booking; Service and/or language required; Date/time of Assignment undertaken/completed; Response time (i.e. emergency, urgent or non urgent Booking); Nature/purpose of the Assignment (for example, children social care interview, housing marketing collateral); Authorisation and personalisation codes (where applicable); Cost codes/name and address where eventual invoices should be sent (where applicable); Management Information Requirements Contract Performance The number and percentage of instances where Services and booking support is not available; The number and percentage of Bookings filled within the required timescales; The number and percentage of Bookings unfilled entirely (including reasons for any non fulfilment); The number and percentage of Assignments per Service and/or language; The number and percentage of unsuitable Linguists (in terms of qualifications, experience and/or security vetting) The number and percentage of instances where responses times have not been met (per language, Service and location where applicable); The number and percentage of cancellations made by the Council and/or the Service Provider (including reasons for any cancellations); The number of complaints received (including the number and percentage of complaints resulting in a satisfactory resolution); Appendix 8 Page 1 of 2 PS/2015/088

11 Name and contact details of Council Staff, Service and Directorate making the Booking; Name of Linguist undertaking the Assignment; Location of Assignment; Total cost of the Assignment and any other costs as may be applicable; Volume of Assignment (for example, word counts, number of hours or minutes); Name of the Council Staff attending the Assignment (if different to the above)*; Name of the Council Staff attending the Assignment (if different to the above)*; PIN code and/or reference number of Service User attending the Assignment*. The number and percentage of incorrect or late monthly invoices; The number and percentage of incorrect or late management information. The number and percentage of Sub Contractors, directly employed and freelance Linguist used (where applicable); The number and percentage of Linguist, Council Staff and/or Service User non attendance (including reasons for any cancellation); * The number and percentage of Linguist arriving late; * The number and percentage of Linguist misconduct; * The number and percentage of Linguist timesheet inconsistencies* The number and percentage of Linguists supplied against each qualification and experience level (see Section 3.6 of this specification for further details) *; The number and percentage of call connection delays; * The number and percentage of call connection failures; * The number and percentage of accurate Assignments delivered (without errors); * * Please Note: This information will only be required as part of certain Assignments and/or upon request from the Council. The sharing of such information should remain compliant with the Data Protection Act 1998 (as amended) at all times. Appendix 8 Page 2 of 2 PS/2015/088