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

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

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

Community interpreting in Sweden 2004: 650 000 interpreted hours... … in 120 languages 1,2 – 1,5 million interpreted hours… … in 170 languages 2009:

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

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.

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

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

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 Act All 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

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.

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

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.

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

Analysis of needs and market Identifying authorities' needs and differences, Identifying market supply and experiences – get a picture how the business worksand find out what problems existing in the area, Find call-off routines based on a user-friendly approach, To ensure that the procurement provides suppliersdelivering 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

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,

Framework agreements for translation services 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.

Framework agreements for translation services 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

Framework agreements for translation services 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,

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

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

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?

Procurement of interpretation servicesimportant issues to consider during the procurement 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?

Procurement of interpretation servicesimportant issues to consider during the procurement 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?

Procurement of interpretation servicesimportant issues to consider during the procurement 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?

Procurement of interpretation servicesimportant issues to consider during the procurement 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.

Procurement of interpretation servicesimportant issues to consider during the procurement 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?

Thank you! Klas Ericsson National Procurement Services Kammarkollegiet klas.ericsson@kammarkollegiet.se www.kammarkollegiet.se

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