Social Security Scotland expenditure on translation and interpreting services: FOI release

Information requested

I am contacting you regarding the following awarded contract with some questions:

https://www.publiccontractsscotland.gov.uk/search/show/search_view.aspx?ID=JUL510747

Request for information 1: Could you provide a breakdown of the total expenditure on translation and interpreting services by Social Security Scotland over the past two years?

Request for information 2: Could you specify the allocation of the budget for translation services versus interpreting services during this period?

Request for information 3: How many interpreting booking requests have been made by Social Security Scotland over the past two years, and what percentage of these requests were successfully fulfilled?

Request for information 4: What are the most common reasons for interpreting requests not being fulfilled on time?

Request for information 5: How many interpreting booking requests had to be rescheduled over the past two years due to interpreter unavailability?

Request for information 6: How frequently do such rescheduling incidents occur, and what steps are taken to mitigate disruptions?

Request for information 7: Has Social Security Scotland encountered any difficulties with the supplier for specific languages, particularly those in high demand?

Request for information 8: How does Social Security Scotland monitor and evaluate the quality of interpreting and translation services provided?

Request for information 9: Are there any specific performance metrics or KPIs used to assess the success of these contracts and gauge satisfaction levels among officers, staff, or claimants?

Request for information 10: Could you please provide the cost of unfulfilled and rescheduled interpreter requests since this contract has been awarded to your supplier?

Request for information 11: In cases where interpreter demand exceeds available capacity of the supplier, how does Social Security Scotland manage to meet this demand?

Request for information 12: How does Social Security Scotland ensure that interpreters meet the required professional qualifications, particularly for sensitive cases?

Request for information 13: Could you share the process and details for monitoring interpreter performance, quality assessment process?

Request for information 14: How many complaints or instances of negative feedback have you received regarding interpreting services from staff, case workers, or applicants?

Request for information 15: Which languages have received the most negative feedback or complaints?

Request for information 16: How do you address any issues or complaints regarding interpreter quality?

Response

We have interpreted your request to relate to the contract with Global Connections.

Request for information 1:

Total spend on translations and interpreting services with Global Connections Limited for 2022/23 was £309,284 and for 2023/24 was £1,036,203. Both figures exclude VAT. The number of benefits we deliver and our client numbers have greatly increased during these time periods, resulting in further demand for our service.

Request for information 2:

While our aim is to provide information whenever possible, in this instance Social Security Scotland does not have the information you have requested.

Social Security Scotland do not allocate budget by supplier and do not allocate budget for translation and interpreting services separately.

This is a formal notice under section 17(1) of FOISA that Social Security Scotland does not have the information you have requested.

Request for information 3:

A total of 34,822 interpreting requests were placed , of which over 99.2% of requests were successfully filled.

Request for information 4:

The most common reasons for interpreting requests not being completed on time are where no interpreter is available (due to there being insufficient notice of the request) and clients not answering a call which has been pre-booked.

Request for information 5 and 6:

While our aim is to provide information whenever possible, in this instance Social Security Scotland does not have the information you have requested. We do not hold information on rescheduling of client appointments. The system records each request separately and does not analyse any linkage between bookings.

This is a formal notice under section 17(1) of FOISA that Social Security Scotland does not have the information you have requested.

It may be helpful for you to know that there were 273 requests that could not be fulfilled (less than 1% of all requests). We hold no information on which were rescheduled and which were filled by other suppliers on the framework or otherwise.

Request for information 7:

Social Security Scotland have not encountered any difficulties with the supplier with interpreting for a specific language. On very rare occasions, where an interpreter for a rare dialect has been required this was resolved by our sourcing an interpreter from one of the additional suppliers that are listed within the framework.

Request for information 8:

Regular meetings are held with operational staff to discuss the quality of translation and interpretation services provided. Any complaints are captured on a tracker and investigated. Under the service level agreement the supplier is responsible for quality assurance checks on all transcription. The supplier is expected to actively seek to evaluate, measure and improve performance throughout the period of the contract.

Request for information 9:

The information you have requested is available from page 83 of the framework agreement. Under section 25(1) of FOISA, we do not have to give you information which is already reasonably accessible to you. If, however, you do not have internet access to obtain this information from the website(s) listed, then please contact me again and I will send you a paper copy.

Request for information 10:

While our aim is to provide information whenever possible, in this instance Social Security Scotland does not have the information you have requested. No analysis has been carried out into the cost of unfulfilled and rescheduled interpreter requests.

This is a formal notice under section 17(1) of FOISA that Social Security Scotland does not have the information you have requested.

Further information on cancellations can be found on page 43 of the framework agreement.

Request for information 11:

In line with the guidance for the framework agreement, “Global Connections (Scotland) Limited should be approached in the first instance and only if they are unable to meet your requirements should an approach be made to Global Language Services (2nd ranked) and then DA Languages Ltd (3rd ranked)”.

Request for information 12 and 13:

Social Security Scotland use the Interpreting, Translation Services Framework, which requires the Diploma in Public Service Interpreting (DPSI) or equivalent to ensure interpreters meet the required qualifications.

Information on this and the monitoring of performance can be found in the published framework agreement.

Under section 25(1) of FOISA, we do not have to give you information which is already reasonably accessible to you. If, however, you do not have internet access to obtain this information from the website(s) listed, then please contact me again and I will send you a paper copy.

Request for information 14:

Three complaints have been received from staff.

Request for information 15:

While our aim is to provide information whenever possible, in this instance Social Security Scotland does not have the information you have requested. We do not hold any record of “languages [which] have received the most negative feedback or complaints”.

This is a formal notice under section 17(1) of FOISA that Social Security Scotland does not have the information you have requested.

Request for information 16:

When an issue or complaint is identified, we work with the supplier to ensure service standards are met. Additionally, we address any concerns and issues during our contract management meetings.

Further information on complaints is available from page 83 of the framework agreement.

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The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.