Language Services Framework - 402_24

Lot 1 Managed Service for Language Services 
This Lot is for Customers who wish to appoint a Service Provider to manage all or a large proportion of their language service requirements. The Service Provider will provide a seamless, end-to-end service, offering advisory and administration support, and will be required to deliver the following Services: 
• Face to Face Interpretation Services - Spoken 
• Face to Face Interpretation Services – Non-Spoken 
• Telephone Interpretation Services 
• Video Interpretation Services - Spoken 
• Video Interpretation Services – Non-Spoken 
• Translation, Transcription and Additional Services 

Lot 2 Face to Face Interpretation Services - Spoken 
This lot has been established for customers who wish to convert a spoken language from one to another via the use of a linguist in physical attendance, allowing listeners and speakers to understand one another. A list of languages that may be requested by customers are included at the end of this section within the User Guide. However, the specific languages as relevant and appropriate to the customer and their respective service user demographics may be defined differently at Call-Off stage. 
In light that services delivered under the framework will be dependent on the location of customers and their respective assignments, this lot is therefore divided into several geographical regions as per the below: 
• 2.1 - North East 
• 2.2 - North West 
• 2.3 - Yorkshire & Humber 
• 2.4 - East Midlands 
• 2.5 - West Midlands 
• 2.6 - East of England 
• 2.7 - London 
• 2.8 - South East 
• 2.9 - South West 
• 2.10 - Scotland 
• 2.11 - Northern Ireland 
• 2.12 - Wales 

Services can either be delivered consecutively (i.e. allowing a person to speak and then interpreting the information), simultaneously (i.e. interpreting while the person is speaking) or via whispering to the person. 
Services can also be delivered in a range of different formats including (but not limited to) hearings, meetings and interviews, etc., as well as in a range of different settings including (but not limited to) council offices, community centres, hospitals, police stations, doctor surgeries, schools, users’ homes and care homes, etc., as may be required by customers. 
In the event a linguist is not available to physically attend a customer assignment (i.e. because the assignment requires a very rare language to be interpreted within an urgent timeframe), customers may also request under this lot for a linguist to travel to a defined location to undertake an assignment via video-link (as oppose to in physical attendance). However, in such instances, all video-link technology will be arranged and provided by customers. 
Services will be available by service providers under this lot 24 hours a day, 365 days a year.

Lot 3 Face to Face Interpretation Services - Non-Spoken 
This lot is for customers who wish to facilitate communication between individuals who are deaf-blind, deaf or have a hearing loss and hearing individuals via the use of a linguist in physical attendance, allowing both parties to understand one another. 
In light that services delivered under the framework will be dependent on the location of customers and their respective assignments, this lot is therefore divided into several geographical regions as per the below: 
• 3.1 North East 
• 3.2 North West 
• 3.3 Yorkshire & Humber 
• 3.4 East Midlands 
• 3.5 West Midlands 
• 3.6 East of England 
• 3.7 London 
• 3.8 South East 
• 3.9 South West 
• 3.10 Scotland 
To accommodate the varying needs of customers, this incorporates various interpretation services including (but not limited to): 
• British Sign Language 
• Foreign Sign Languages 
• Irish Sign Language 
• Lipspeaking 
• Sign Supported English 
• Speech-to-Text Reporting 

Services can either be delivered consecutively (i.e. allowing a person to communicate and then interpreting the information), or simultaneously (i.e. interpreting while the person is communicating). 
Services can also be delivered in a range of different formats including (but not limited to) hearings, meetings and interviews, etc., as well as in a range of different settings including (but not limited to) council offices, community centres, hospitals, police stations, doctor surgeries, schools, users’ homes and care homes, etc., as may be required by customers. 
In the event a linguist is not available to physically attend a customer assignment (i.e. because the assignment requires communication support within an urgent timeframe), customers may also request under this lot for a linguist to travel to a defined location to undertake an assignment via video-link (as oppose to in physical attendance). However, in such instances, all video-link technology will be arranged and provided by customers. 
Services will be available by service providers under this lot 24 hours a day, 365 days a year.

Lot 4a Telephone 
This lot is for customers who wish to convert a spoken language from one to another via the use of a linguist over the telephone, allowing listeners and speakers to understand one another. A list of languages that may be requested by customers are included at the end of this section within the User Guide. However, the specific languages as relevant and appropriate to the customer and their respective service user demographics may be defined differently at Call-Off stage. 
There is the ability to pre-book services in advance of an assignment as well as utilise services immediately, with services therefore being available 24 hours a day, 365 days a year. 
Services can also be delivered in a range of different formats including (but not limited to) during interviews, meetings or where customers provide telephone help-lines as part of their outward facing services. 
It is envisaged that services will mainly be required consecutively (i.e. allowing a person to speak and then interpreting the information), however there may be instances where the services are required simultaneously (i.e. interpreting while the person is speaking). 
A dedicated free telephone number will be provided for customers and their service users, and there is also the ability for service providers to provide the ability to host conference calls on behalf of the customer where required. 
The service provider will also have a system in place to be able to, when requested by the customer, record telephone interpretation calls as part of an assignment.

4b Video – Spoken 
This lot is for customers who wish to convert a spoken language from one language to another via the use of video and audio technology allowing both parties to understand one another. A list of languages that may be requested by customers are included within the User Guide. However, the specific languages as relevant and appropriate to the customer and their respective service user demographics may be defined differently at Call-Off stage. 
There is the ability to pre-book services in advance of an assignment as well as utilise services immediately, with services therefore being available 24 hours a day, 365 days a year. 
Services can also be delivered in a range of different formats including (but not limited to) emergency appointments, meetings and interviews as may be required by customers. 
It is envisaged that services will mainly be required consecutively (i.e. allowing a person to speak and then interpreting the information), however there may be instances where the services are required simultaneously (i.e. interpreting while the person is speaking). 
Customers will furthermore be able to engage services via a range of different devices suitable to send and receive a video communication with adequate connectivity. Such devices may include (but is not limited to) mobile phones, tablets, laptops or PCs that are suitable to send and receive video communication. 
The service provider will also have a system in place to be able to, when requested by the customer, record video interpretation calls as part of an assignment.

4c Video – Non-Spoken 
This lot is for customers who wish to facilitate communication between individuals who are deaf or have a hearing loss and hearing individuals via the use of video and audio technology allowing both parties to understand one another. 
To accommodate the varying needs of customers, this lot incorporates various interpretation services including (but not limited to):

• British Sign Language 
• Foreign Sign Languages 
• Irish Sign Language 
• Lipspeaking 
• Sign Supported English 
There is the ability to pre-book services in advance of an assignment as well as utilise services immediately, with services therefore being available 24 hours a day, 365 days a year. 
Services can also be delivered in a range of different formats including (but not limited to) emergency appointments, meetings and interviews as may be required by customers. 
It is envisaged that services will mainly be required consecutively (i.e. allowing a person to communicate and then interpreting the information), however there may be instances where the services are required simultaneously (i.e. interpreting while the person is communicating). 
Customers will furthermore be able to engage services via a range of different devices suitable to send and receive a video communication with adequate connectivity. Such devices may include (but is not limited to) mobile phones, tablets, laptops or PCs that are suitable to send and receive video communication.


• Translate or arrange for written material to be translated from one language to another as text; 
• Transcribe audio files, tapes and other electronic media into written and/or electronic text documents in the same or different languages; 
• Transcribe written documents and/or electronic media into alternative formats such as (but not limited to) Braille, Easy Read, Large Print, Audio, Video and Pictorial English. Advisory, guidance and instructions; 
• Certificates; 
• Correspondence, letters and emails; 
• Court transcripts, police under caution interviews and prison recordings; 
• Election and referendum materials; 
• Food packaging; 
• Information leaflets 

Lot 5 Translation, Transcription and Additional Services 
This lot is for customers who wish to either: 
The lot also includes provision for review and revision of material already translated or transcribed. 
A list of languages that may be requested by customers are included within the User Guide. However, the specific languages as relevant and appropriate to the customer and their respective service user demographics may be defined differently at Call-Off stage. 
Services will predominately be available during normal office hours (i.e. Monday to Friday between 8.00am and 6.00pm), however, to accommodate emergency and/or short-term assignments that may be required by customers, emergency services (i.e. for assignments required Monday to Friday between 6.00pm and 8.00am, or on Saturday, Sunday or Bank Holidays) are also available. 
A range of material may be translated or transcribed under this lot including (but not limited to):

• Advisory, guidance and instructions; 
• Certificates; 
• Correspondence, letters and emails; 
• Court transcripts, police under caution interviews and prison recordings; 
• Election and referendum materials; 
• Food packaging; 
• Information leaflets; 
• Leaflets and posters for police investigations; 
• Legal documents and reports; 
• Marketing literature (this may include elements of transcreation where appropriate); 
• Webpages and other internet material. 


These materials may also be in a range of different formats, including in electronic and hard copy formats. 
Where requested by the Customer, the Service Provider will provide an independent proof reading and verification process, as well as an independent back translation service. 
Where required, service providers are also able to provide a post editing machine translation service and/or machine translation and/or memory translation software to provide additional support towards the overall services in this lot.