Request for language interpreting data

FOI reference - FOI-459

Date - 2 March 2026

Request

1. Current Provision
   • The name(s) of your current supplier(s) for:
     • Spoken language interpreting (including telephone and video remote interpreting)
     • Written translation
     • British Sign Language (BSL) interpreting
     • Other accessible communication formats (e.g. Easy Read, large print, braille)
   • The contract start date and end date (including any extension options).
   • The total contract value (annual and full-term, if available).
2. Spend and Usage
   • Total annual spend on language services for the last three financial years.
   • A breakdown of spend by service type (e.g. face-to-face interpreting, telephone interpreting, translation, BSL).
   • The top 10 most requested languages by volume over the last 12 months.
   • Total volume of bookings/assignments in the last 12 months (by service type if available).
3. Procurement and Frameworks
   • The procurement route used (e.g. open tender, framework, direct award).
   • If procured via a framework, the name of the framework and the framework provider.
   • The anticipated timeline for re-procurement or renewal (if applicable).
   • The name and contact details of the person or team responsible for managing this contract.
4. Performance and Governance
   • The key performance indicators (KPIs) used to measure supplier performance.
   • Any service credits, penalties, or performance concerns raised in the last 12 months.
   • A copy of the service specification (if publicly shareable).
5. Strategy and Accessibility
   • Whether you have a formal Language Access or Accessibility Policy in place.
   • Any published equality impact assessments relating to language or communication access.

Response

I confirm that we hold some of the information you have requested. The answers to your request for information are in bold below.

1. Current Provision
   • The name(s) of your current supplier(s) for:
     • Spoken language interpreting (including telephone and video remote interpreting) – Oncall Interpreters Ltd
     • Written translation – Oncall Interpreters Ltd
     • British Sign Language (BSL) interpreting – Oncall Interpreters Ltd
     • Other accessible communication formats (e.g. Easy Read, large print, braille) - Oncall Interpreters Ltd
   • The contract start date and end date (including any extension options). 01 September 2023 to 31 August 2024 (3 x 12 month extensions)
   • The total contract value (annual and full-term, if available). Total estimated value £17,200 inc VAT
2. Spend and Usage
   • Total annual spend on language services for the last three financial years. Spend 2023 – now £5,538.57 inc VAT
   • A breakdown of spend by service type (e.g. face-to-face interpreting, telephone interpreting, translation, BSL).
     • Telephone £8.05 inc VAT
     • Translation £2,765.46 inc VAT
   • The top 10 most requested languages by volume over the last 12 months. Welsh
   • Total volume of bookings/assignments in the last 12 months (by service type if available).
     • Telephone 1
     • Translation 10
3. Procurement and Frameworks
   • The procurement route used (e.g. open tender, framework, direct award). Framework
   • If procured via a framework, the name of the framework and the framework provider. CCS Framework RM6141
   • The anticipated timeline for re-procurement or renewal (if applicable). Re-procurement April 2027
   • The name and contact details of the person or team responsible for managing this contract. Please contact a.commercial@tpr.gov.uk for any further questions
4. Performance and Governance
   • The key performance indicators (KPIs) used to measure supplier performance.
     • Calls connected within 30 seconds
     • Translations completed within 8 working days
     • Access to customer support
     • Timely provision of the services during business hours Monday to Friday
   • Any service credits, penalties, or performance concerns raised in the last 12 months. N/A
   • A copy of the service specification (if publicly shareable).
     • Telephone interpreting and video language services
     • Written translation, transcription, and ancillary services
     • Non spoken language services
5. Strategy and Accessibility
   • Whether you have a formal Language Access or Accessibility Policy in place. We do not have a formal Language Access or Accessibility Policy in place. However, we do an accessibility statement.
   • Any published equality impact assessments relating to language or communication access. After a search of our systems, I could not find any Equality Impact Assessments relating to language or communication access.

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