How To Work With Capitatranslation And Interpreting

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2 Introduction 2 Receiving Projects 2 Payment 3 Changing and Updating Your Details 3 Equipment 4 Standards 4 Quality Assurance 5 Warning or Phone Call 6 Removal from Account or Subject Matter 6 Deduction in Payment 6 Termination of our Arrangement 6 Ceasing to work with Capita TI? 6 Page 1

3 Introduction This handbook sets out the processes that will need to be followed when supplying your services to Capita Translation and Interpreting, whether this be as a translator, proofreader, desktop publishing supplier, editor, transcriber or any other service required to support our translation operation. For ease we will use the term translation project throughout this document. Capita Translation and Interpreting Limited ("Capita TI") engage the services of self-employed suppliers and/or Language Service Providers (LSPs) to assist with providing translation services to both the public and private sectors. Please note that suppliers are not employed in any capacity by Capita TI. For the avoidance of doubt - for UK based suppliers - upon our agreement to consider offering you any translation projects, you are not considered to be an agency worker under the Agency Worker Regulations Nothing in the instructional material provided, nor any offer of a project, shall be construed or have effect as constituting a partnership, joint venture or a contract of employment between the supplier and Capita TI or any company or entity through which suppliers are provided. A supplier may at any time decline a project offer and a supplier is not required to work exclusively with Capita TI. Suppliers may pick up similar/the same/completely different work with establishments, companies, persons, etc. other than Capita TI. Suppliers are expected to maintain confidentiality in relation to all aspects of Capita TI projects and processes in line with the our supplier Terms and Conditions. Equally any LSP which Capita TI engages with is not obliged to accept projects at any time nor are they required to provide services solely to Capita. As set out in the Terms and Conditions, Capita TI is equally not obliged to offer a supplier or any LSP translation projects. Receiving Projects Capita TI uses software known as MultiTrans to offer, manage and track translation projects. Once you are registered with Capita TI you will be sent a unique username and password which will allow you to log in to a dedicated provider portal via the secure URL Please note, although MultiTrans can be accessed through any browser, it is recommended you use Internet Explorer to access the Web Editor area. The Web Editor is not currently compatible with Google Chrome and Mozilla Firefox. Before beginning to work with MultiTrans, please follow the instructions outlined in Adding Trusted Sites to Internet Explorer which can be found in the MultiTrans for Suppliers section of our website: Here you will find resources to assist you with getting started as a new user on MultiTrans, using the Web Editor tool, completing jobs and requesting payment and much more. Tasks are allocated to translators according to the languages, skills and experience necessary for the client or project. Within the MultiTrans system projects are known as Requests. Naturally our customers want the highest quality for the most competitive price. We will always choose our suppliers based on quality first, however, please bear in mind that we do have to work within our budget. Page 2

4 Once a supplier/lsp has been found that can meet Capita TI's skill and rate requirements, a Project Manager will contact you either by or telephone to check your availability and interest in the Request. If you are available and wish to proceed with the task, you will be required to accept this via your individual portal within MultiTrans. By accepting a task in the portal you are agreeing to the rates as specified for the task and you are also confirming your agreement to return the completed work to Capita TI to the standard and by the deadline required.. This forms your individual contract for this Request. This sits alongside the Supplier Services Agreement (Terms and Conditions) you will have signed up toas part of the registration process. The same offer you receive for the task will also include your Purchase Order Form. This is known as the Task and Purchase Order Form. Payment As a user of MultiTrans you will need to create and submit an invoice via your portal. Once the invoice has been successfully submitted by you through MultiTrans, payments will be made to you within 55 days. Capita Translation and Interpreting operate two payment runs per month on the 15th and 30th of each month (or the next working day after this date). Invoices submitted from 1st to 15th of the month are paid on the 15th of the FOLLOWING month. Invoices submitted from 16th to 31st of the month are paid on the 30th of the FOLLOWING month. Once invoice runs are carried out the payments are usually made within eight working days. Please see Section 7 (Fees and Benefits) in our Terms and Conditions. Any tasks which you have completed, but for which you have not created or submitted an invoice, will not be processed until the invoice step has been completed. Please be aware that where international bank transfer fees apply, Capita bears no responsibility to cover this. Please check with your bank to find out if you will be affected prior to submitting your invoice to us. For further instructions on how to create and submit an invoice within MultiTrans, please refer to the user guide entitled Invoicing and Payments through MultiTrans which can be found in the MultiTrans for Suppliers section of the Capita TI website: Changing and Updating Your Details Some of your personal details are able to be updated directly by logging in to your MultiTrans portal and clicking on the My Flow button. Personal information such as your name/s, address and telephone numbers can be changed by you. However, please note that if you wish to amend your payment details, rates, specialist areas, services offered or update your CV, you will need to contact the Vendor Management team using suppliers@capita-ti.com. Please rememberadvise us of your linguist reference number in any correspondence. If you wish to update your rates, please bear in mind that, the more competitive your rates are, the better chance you have of being offered projects. Page 3

5 Further information on how to update your profile, can be found in the MultiTrans for suppliers section of the Capita TI website: Equipment Please note that Capita TI will not provide you or if an LSP, any suppliers you provide, with any equipment to carry out the services, (other than the use of MultiTrans itself) e.g phone, laptop, pens, paper, etc. and Capita TI will not bear any liability or cost incurred in relation to any equipment required to carry out the relevant services. Standards Below we have set out the professional standards that we require our suppliers to adhere to. These standards are based on the recommended practices within the translation industry. As a supplier and language service professional, you should, or where the supplier is being made available by an LSP, the LSP agency shall, ensure that the supplier will: Act with integrity and maintain high standards at all times; Be of good character, which at Capita TI's discretion may preclude those with certain criminal records; Observe absolute confidentiality in relation to every individual project unless otherwise required by law or where disclosure is stipulated by the relevant legislation; this duty extends beyond the completion of the individual project. Such obligation of confidentiality shall include the obligation to not disclose the fact of the supplier's participation in a project or the name of Capita's client; Not seek to take advantage of any information obtained during a project; Comply with all applicable data protection laws including but not limited to those of England and Wales; Only use any information obtained in the course of a project for the purpose for which it has been provided/authorised; Keep safe any document, recordings or media provided during the course of a project and ensure that it is not copied and is destroyed (or where required by Capita, returned) at the end of the project. Documents are for the eyes of the supplier only, and must not be seen by or shared with anyone else; Act impartially at all times and not act in any way that might result in prejudice or preference individuals or beliefs on the grounds of religion or belief, race, politics, gender, gender reassignment, age, sexual orientation or disability other than as obliged to in order to faithfully translate, interpret or otherwise transfer meaning; Disclose any conflicts of interest or potential conflicts of interest or other factor which may make it inappropriate for you to accept a particular project; Disclose any previous involvement with the subject matter of the project; Page 4

6 Disclose any relationship with the parties involved in the project or their families; Disclose any information, including any criminal record, which may make the supplier unsuitable for any particular project; Undertake projects only for which the supplier is competent (both linguistically and in terms of specialist knowledge or skills); Disclose professional limitations in relation to each individual project; Always translate to the best of the supplier's ability, in accordance with good industry practice and shall translate only into the supplier's mother tongue or language of predominant use, unless agreed otherwise. Additionally, the supplier should refuse any project which the supplier considers to be beyond the supplier's competence, either linguistically or due to lack of specialised knowledge; Always work in good faith and proactively with Capita TI in the event that any quality or timeliness concerns are raised or foreseen by either party, including the identification and communication of any ambiguities, errors, omissions or any imprecise language in the source material; such information to be communicated at the earliest possible juncture; Decline any reward other than agreed fees and at all times comply with any bribery laws in force from time to time, including but not limited to the Bribery Act 2010; Seek to increase the supplier's knowledge and skills; Not engage in activities which can reasonably be understood as likely to damage the reputation of the profession of translation or the reputation of Capita; and Not sub-contract or attempt to sub-contract work to another party under any circumstances without prior approval from Capita TI as per the agreement for services with Capita TI. Not share, or pass on in anyway, any access codes or passwords you are provided with for any of Capita's systems. This is in line with Data Protection policies. Meet the deadline, requirements and quality that is expected from a professional supplier. We reserve the right to place this Request with another supplier, and withhold partial or full payment if there are any quality issues. In the event that the supplier/lsp company fails to adhere to Capita TI's requirements, Capita TI may at its sole discretion take appropriate action in accordance with its Quality Assurance Policy as set out below and in accordance with our Terms and Conditions. Quality Assurance Capita TI is expected by its clients to give a high quality service.. We request that all suppliers/lsps are mindful of the standards we recommend. The Quality Assurance Policy below sets out the likely actions we may take where we deem it to be necessary because the service has not been provided as agreed/expected and or not in accordance with the above Standards and the Terms and Conditions. The decision on what action will be pursued will be made by the Vendor Management Team. Page 5

7 Listed below are the actions that may be taken depending upon the level of severity of the issue. No formal disciplinary process is required as the Supplier is not an employee of Capita TI. Warning or Phone Call We may elect to issue a warning or phone call. It will set out details of the incidents that have occurred, what behaviour/performance we/our client deems to be unacceptable, and details of how the issue may be rectified. In the case of a phone call we will follow-up with an confirming what was discussed. Removal from Account or Subject Matter We may choose to permanently or temporarily refrain from offering you projects from a particular client or in a particular field. Deduction in Payment Should an issue with quality arise, we reserve the right to make a deduction in the PO value in accordance with the relevant Attachment in the Terms and Conditions. We may also make a deduction in the PO value due to late, incomplete or non-delivery of a project. Any complaints submitted/issues raised by you are reviewed by the Head of Vendor Management. This feedback is reviewed as part of our quality assurance process. Termination of our Arrangement Should we or the client not be happy with the service which you have provided/are providing or you have breached a term of your agreement with us or an act/omission has occurred allowing us to end our arrangement, we will you to confirm that you will be removed from the supplier database. Ceasing to work with Capita TI? If you choose to no longer carry out services for Capita TI for any reason, on a permanent basis, please suppliers@capita-ti.com. Thank you for your interest in working with Capita TI. We look forward to a long and positive relationship. If you have any further questions that are not answered in this document, please contact us at suppliers@capita-ti.com Further information can be found in the MultiTrans for Suppliers section of the Capita TI website: Page 6