Translation services

Tender description

The purpose of this RFI is to seek information from the market, alert potential bidders to our intention to issue an Invitation to Tender (ITT) in May 2019, for the provision of services to the Deaf and Hearing Imparied Community for Scotland’s Social Security (SSS) Agency. The responses to this request will be used to develop our delivery strategy and business case. Social Security Scotland Agency (SSS) does not currently have an enterprise-level offering with which clients who are deaf or have a hearing impairment can interact with Social Security Scotland Agency (SSS) through a range of support: face to face, over the phone and through any other digital interface. We recognise that citizens will require options and choices regarding how and when any interaction with Social Security Scotland Agency (SSS) will take place. We are pursuing a client centred approach which will give citizens increased choices of the most appropriate route to access services based on their preferences. This flexibility is offered on the basis of looking to treat our citizens with dignity, fairness and respect in the course of their seeking the support of the Agency. The service should provide the following: 1) Booking a Face to face BSL interpreter via an Interpretation portal. This will enable SSS to schedule internal appointments and manage communications with interpreters; 2) Booking Deaf Blind/tactile interpreters; 3) Immediate interpreter support: SSS will need interpreter support via a 2 way video call with an interpreter i.e. when a BSL Client attends a Local Delivery offices without an interpreter; 4) Provision of telephone service to enable a BSL Client to contact SSS over the phone. The call length may last up to and over 1 hour (if appropriate); 5) Electronic Note Takers for deafened and hard of hearing people who don’t use sign language; 6) Ability for deafened and hard of hearing people to communicate with SSS via the supplier using a textual medium i.e. mobile, web chat, email, or other text based communication method; 7) We need the supplier to commit to raising any concerns regarding adult/child protection; 8) We need supplier to use different grades of Interpreters for different needs e.g. appointment booking can be done by someone between level 3 and level 6, face to face assessments and other complex cases should be carried out by level 6 and above; 9) Subcontracting support to local delivery via local suppliers (especially in remote and rural locations).