23_04_03 Language Services

This contract is for the provision of a range of language services to all NHSBSA staff and 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.

This contract period will be from 23/03/2024 until 22/03/2028.