Interpretation and translation services in Sweden Klas Ericsson Antwerpen 2012-10-20

Interpretation and translation services in SwedenKlas Ericsson Antwerpen 2012-10-20

Sid 2

Kammarkollegiet

Oldest public authority in Sweden, founded in 1539

Central authority under the government, department of finance

Legal, financial and administrative services, 30 different tasks, including;

authorization and registration of interpreters and translators,

the provision of coordinated framework agreements for interpretation and translation services,

Our main customers are other public authorities

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Community interpreting in Sweden

650 000 interpreted

hours...2004: … in 120

languages

2009: 1,2 – 1,5 million interpreted

hours…

… in 170 languages

Sid 4

Authorization – general information

40 languages

2 levels of interpreter authorization: Authorized interpreters

Authorized court and medical interpreters

1 level for authorized translators

protected professional titles

Application fee: 2 300 SEK (240 EUR)

Valid for 5 years

Sid 5

National registers

A. Authorized interpreters and translators which Kammarkollegiet have oversight of – ca 1400 registered of which ca 250 sign language interpreters.

B. Trained interpreters – ca 100 registered, ca 600 educated since 2006. Completed joint education at seven different liberal adult education colleges in Sweden.

Being part of the latter register is optional.

Sid 6

The National Procurement Services

Our task is to supply coordinated framework agreements at National level for goods and services

Also at Regional and Local level whithin the area of ICT & telecom

The main objective is to generate savings for the tax-payers

Central government authorities should use the framework agreements unless they find other forms of agreements better all in all,

Activities are financed by fees. The suppliers pay fees in proportion to turn-over. The economic goal is full coverage of costs,

The total turn-over has been approximately 1,2 billion EUR (10,5 -11 billion SEK) annually

Sid 7

Framework agreements for interpretation and translation services

Translation services - new agreements effective from July 1, 2012, Annual turn-over: approx. 25-30 MSEK

Interpretation services – currently no agreements, procurement in progress. Annual turn-over: approx. 130 MSEK

Sid 8

Why framework agreements for translation and interpretation services?

Important contract areas

High demand for services, frequent orders, large annual values,

Public authorities are subject to the Public Procurement ActAll services have to be procured in competition

Exception: Courts can engage interpreters directly

Convenient and time saving for the authorities to call off services through an agency from the framework agreements,

Quality assured suppliers and services

Defined conditions

Contracted prices

Sid 9

Observed general problems

Lack of certified and qualified interpreters and translators,

Court interpreters do not feel requested,

Existing training programs do not respond to needs,

Authorization is lagging behind in terms of topicality,

Poor knowledge of the business among users/ contracting authorities,

Different interpreter tariff for assignments in different kind of authorities, uncertainty about benefits,

Insecure situation for interpreters and translators, declining remuneration, stressful work, poor advance planning, interpreters are not involved in the procurement process.

Sid 10

Observed deficiencies in former

agreements Quality deficiencies –

texts not translated correctly, deficient interpretation,

many complaints, inadequate service from agencies,

competence not always utilized, cheaper options offered customers,

proximity principle did not work, unnecessarily high travel costs,

No follow-up of performance and quality during the contract – requirements were ineffective, reduced credibility for the NPS,

Strict ranking – few possibilities for authorities to deviate from the ranking if needed,

Too much emphasis on the price in the procurement - leading to;suppliers of low capacity and limited experience,

low remuneration to interpreters and translators,

difficulties in engaging qualified interpreters and translators

Sid 11

The consequences of poor agreements

The framework agreement is perceived as inadequate –

bad reputation among contracting authorities,

distrust of agencies,

authorities carry out their own procurements,

framework agreements undermined,

Skilled interpreters seeking other jobs – lack of competence among agencies,

Quality deficiencies can result in threats to legal security, additional administrative work, increased costs.

Sid 12

Prestudy/Procurement – translation services

Collection of Information

Customer and supplier surveys

Meetings with authorities, suppliers, professional organizations and other stake holders,

Analysis of needs

Market Analysis

Processing and compilation

Prestudy report

Beginning procurement process

Tender document

Framework agreement for translation services

Sid 13

Analysis of needs and marketIdentifying authorities' needs and differences,

Identifying market supply and experiences – get a picture how the business works and find out what problems existing in the area,

Find call-off routines based on a user-friendly approach,

To ensure that the procurement provides suppliers delivering high quality translations and maintains a high level of service

Investigate dissatisfaction with previous agreements

What languages requested / not requested

To increase competition in the area and create good conditions for small and medium enterprises:

Extended language areas

Ability to utilize subcontractors

Join together to form consortium

Removed turnover requirements

Sid 14

Framework agreements for translation services

5 language areas , 4-5 suppliers (agencies) in each area, additional services of proofreading and authentication,

Fixed ranking within each language area,

The agreement is based on that the customer sets clear requirements in their inquiry and quickly can proceed in the ranking if the first supplier can not meet the requirements,

A number of options for the customer to deviate from the ranking if requirements cannot be met,

Possible to set requirements for

translators with advanced knowledge in a specified discipline (law, economics, medicine, etc.)

translators with experience in translating different types of documents (articles, agreements, decisions, etc.),

the translator's professional competence, education and translation experience,

authorized translators in specific language, where such are available,

Sid 15


The customer has the right to deselect translators who are not considered appropriate or previously delivered poor quality,

Supplier shall

provide a dedicated project manager for each assignment,

always ensure that the necessary information from customers has been obtained before assignment begins,

guarantee short response times, clear feedback, delivery in time, availability, etc.

Confirmation of orders by 15:00 the next working day, 16:00 the same day if urgent and maximum of 500 words,

The translator must self check and adjust their work prior to delivery. The supplier is responsible for correct delivery.

Customers can require normal delivery, express delivery, document formats etc.

Sid 16


Further requirements on the suppliers;Customer Relationship Management (CRM),

to carry out computer-assisted translation with CAT tools,

to receive and use a translation memory,

safe handling and storage of documents

information security,

delivery of statistics to the NPS

Sid 17


Monitoring and verification of requirements in procurement will be made with suppliers on a regular basis during the agreement period,

Authorities may submit comments, reference group, measurements,

Dialogue with the supplier, demand for action plan,

Follow up of action plan after 3 months,

Written warning if deficiencies not corrected,

6 months “quarantine” if deficiencies are not corrected within 1 month,

After three warnings to the supplier within a single language area, the following sanctions are possible:

Demotion to last place in the ranking within the language area,

Termination of the Framework Agreement as regards the language area,

Sid 18

Prestudy for the procurement of interpretation services – commenced in jan-feb 2012Activities

• Reference group meetings - largest users (Police, Courts, Social insurance office, Public employment service and the Prison and probation service),

• Survey Mailings to suppliers and contracting authorities,

• Meetings with current framework suppliers (agencies) ,

• Meetings with interpreters associations,

• Meeting with other stakeholders,

• Studies of public reports and other procurements,

• Collection of statistics.

Sid 19

Key points highlighted in the prestudy

Tender areas

Range of services

Booking and cancellation procedures

Remuneration and invoicing

Quality monitoring

Skills development and user training

New technology

Sid 20

Procurement of interpretation servicesimportant issues to consider during the procurement

Tender areas

Geographical division - by county? Will it benefit small and medium-sized agencies?

How to promote the principle of proximity? Higher travel costs will counteract low prices in the procurement.

Fixed ranking with 3-5 suppliers per county? What requirements can be set at call-off? What opportunities to bypass the ranking?

Range of services

Contact and Telephone Interpretation, possibly separate subareas, different suppliers?

Conference (simultaneous) interpretation, possibly new service?

Sign-language interpretation, quite different conditions and prices, not included?

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Booking and cancellation procedures

Confirmation of appointed assignments to the customer - too short time for confirmation makes it difficult to plan, risk of poorer quality. Confirmation too late - difficulties in rebooking assignments to next supplier in the ranking,

Allocation of resources - resources must be better used.

Requirements for Web-based booking system? Customer can become more engaged in the assignment,

Cancellation procedures – what is reasonable time frame towards customers respectively interpreters in order to find a new assignment?

Sid 22


Remuneration and invoicing

Minimum level of interpreter fees for all assignments - Interpreter profession would become more attractive, but is it legally possible to apply in a procurement?

Should interpreters be able to invoice the customer directly and not via the agency? No uncertainty of their rightful compensation - but increased administration for authorities?

Differentiated reimbursement to the agency – incentives to always offer the highest competence and stimulate continuing education and authorization? Increased administration, difficult to follow up?

Sid 23


Quality monitoring

Important with opportunities for monitoring and auditing requirements and quality during the contract,

We have to make clear in the framework agreement the requirements to be followed up, important with practicable requirements,

Requirements must be continuously verified, otherwise a risk that the best bids author win the contract,

New evaluation of the quality performance 6-12 months after the award decision?

Possibility of cancellation, quarantine, demotion in rank, etc?

Sid 24


Skills development and user training

Which basic level does an interpreter need to have to perform assignments? A sufficient level of interpreting competence should be determined,

Who is responsible for and provides training?

Should agencies provide mentoring to interpreters for working with difficult situations/severe cases?

Important with information and training to interpreter users. Who will be responsible for the training? How can interest be increased from the authorities?

Important with start-up meetings on new contracts for contracting authorities.

Sid 25


New technology

Video interpretation - more secure than telephone interpretation, reduced travel time, benefits for the environment?

Who pays for the technology and costs?

Telephone interpretation inappropriate in court, the user must have a choice of interpretation method on needs and situation,

Call Centre for telephone interpretation? Does any authorized interpreters want to work in a call center?

The same remuneration for telephone interpreting as for contact interpreting?

Sid 26

Thank you!

Klas Ericsson

National Procurement Services

Kammarkollegiet

[email protected]

www.kammarkollegiet.se

Documents

Interpretation and translation services in Sweden Klas Ericsson Antwerpen 2012-10-20