23_04_03 Language Services

The overarching requirement and objective is to provide translation services for our customers and other users. The primary requirement is for telephone translations however there is also a need for written and face to face translation on an ad-hoc basis. Key outputs and deliverables are:

• To provide a professional on demand telephone translation service with the ability to hold a three-way conversation with NHSBSA contact centre agents and our customers during our contact centre opening hours.
• To provide written translation for correspondence received from customers by post and by email to meet the agreed response times to customers.
• To translate written correspondence from the NHSBSA in the form of letters, forms or online information where necessary into other languages or formats such as braille.
• To provide face to face translation such as British Sign Language for job applicants during the recruitment process and for members of the public during user research.