Our commitment to further improve our service:

To confirm interpreter attendance for 90% of all interpreting requests

To ensure the interpreter arrives on time for 95% of assignments

To provide interpreters in community languages for 90% of requests where less than 24 hours notice has been provided

To provide interpreters in community languages for 95% of requests where more than 24 hours notice has been provided

To ensure 90% of all translations of less than 500 words are undertaken within 4 working days

To ensure 90% of all translations between 500 - 1000  words are undertaken within 8 working days

To ensure 90% of all translations between 1000 - 2000  words are undertaken within 15 working days

To ensure 85% of all translations of 2000  words and above are undertaken within 20 working days

To ensure 85% of all telephone interpreting requests are arranged within 5 mins

To ensure 95% of all telephone interpreting requests are arranged within 10 mins

To improve direct access to translation and interpretation for members of the public. (Measured by an increase in the numbers of clients seen directly for translation of birth, marriage and other docs).

To ensure 95% of all telephone interpreting met the needs of the customer

To ensure 95% of all translations met the needs of the customer

To ensure 95% of all interpreters met the needs of the customer

To ensure 95% of all telephone interpreting services are easy to access

To ensure 95% of all translation services are easy to access

To ensure 95% of all interpreting services are easy to access

To reduce operational costs in delivery by 5% 

To increase service user awareness of the services provided to non-English speakers from 0%-15%