Language Access Interpreting Translation and Accessibility Services

I would be grateful if you could provide the following information in relation to your

organisation's language access, interpreting, translation, and accessibility services:

1. Current Provision

The name(s) of your current supplier(s) for:

a) Spoken language interpreting (including telephone and video remote

interpreting)

b) Written translation

c) British Sign Language (BSL) interpreting

d) Other accessible communication formats (e.g. Easy Read, large print,

braille)

e) The contract start date and end date (including any extension options).

f) The total contract value (annual and full-term, if available).

2. Spend and Usage

a) Total annual spend on language services for the last three financial years.

b) A breakdown of spend by service type (e.g. face-to-face interpreting, telephone

interpreting, translation, BSL).

c) The top 10 most requested languages by volume over the last 12 months.

d) Total volume of bookings/assignments in the last 12 months (by service type if

available).

3. Procurement and Frameworks

a) The procurement route used (e.g. open tender, framework, direct award).

b) If procured via a framework, the name of the framework and the framework

provider.

c) The anticipated timeline for re-procurement or renewal (if applicable).

d) The name and contact details of the person or team responsible for managing

this contract.

4. Performance and Governance

a) The key performance indicators (KPIs) used to measure supplier performance.

b) Any service credits, penalties, or performance concerns raised in the last 12

months.

c) A copy of the service specification (if publicly shareable).

5. Strategy and Accessibility

a) Whether you have a formal Language Access or Accessibility Policy in place.

b) Any published equality impact assessments relating to language or

communication access.

I can confirm that the information requested is held by Lincolnshire County Council. I have detailed below the information that is being released to you.

1. Current Provision
The name(s) of your current supplier(s) for:
a-d) Points ‘a’ through to ‘d’ are provided by AA Global Language Services as our primary contracted supplier. Secondary contractors are used on occasion to fulfil bookings that cannot be sourced with the primary contractor due to timescales, necessity, or availability etc
e) Start date – April 1st 2024

End date – March 31st 2028 inclusive of two, one year extensions.
f) Lincolnshire County Council (LCC) have a corporately agreed contract. The estimated value of the contract from commencement in April 2024 to projected end date in March 2028 is £750K. This figure is estimated contract value across 4 years rather than actual spend.

2. Spend and Usage
a)

2023/2024 – £279,510
2024/2025 – £244,947
2025/2026 YTD April 25 – December 25 inclusive – £213,042

2023/2024 and 2024/2025 figures may differ to those previously reported due to an updated reported system.

b) We only hold this breakdown of information for our primary contracted provider – this data does not include secondary providers.

Service type (Contracted provider at the time identified BSL as a language not a separate service so BSL is included amongst the service type figures.)	2023/2024 Spend
Face to Face	£57,304
Telephone	£40,312
Translation	£46,106
Video	£28,308

Service type	2024/2025 Spend	2025/2026 YTD Spend
BSL	£15,120	£13,449
Face to Face	£61,998	£49,180
Telephone	£33,666	£25,143
Translation	£44,241	£26,122
Video	£31,824	£21,044

c) We only hold this breakdown of information for our primary contracted provider – this data does not include secondary providers.

Top 10 languages by volume over 12 months Jan 25 - Dec 25 to reflect a full 12 months
Language	Volume
Bulgarian	519
Polish	434
Romanian	397
Lithuanian	328
Arabic	320
Kurdish	207
Russian	169
Pashto	162
Latvian	136
Somali	107

d)

Volume of bookings by service type over 12 months Jan 25 - Dec 25 to reflect a full 12 months
Service type	Volume
BSL	71
Face to Face	495
Telephone	2324
Translation	185
Video	631

3. Procurement and Frameworks
a) Framework
b) LCC have procured language services through the ESPO framework. LCC ProContract procurement portal reference number DN695235.
c) As no decision has yet been taken on the future approach, the Council does not currently have a confirmed timeframe for any potential procurement or tendering process. Consideration of the future requirements for the service will take place closer to the contract expiry date, in line with the Council’s commissioning and procurement procedures.
d) Andrew Hancy, Head of Business Support.

4. Performance and Governance
a)

KPI/Service Level	Achievement	Failure Consists Of
Service Availability The Supplier will ensure that their Services are available 24 hours a day, 365 days a year.	1 instance	Any single instance of service unavailability is a failure against this service level.
Booking Support The Supplier will ensure that booking support is available 24 hours a day, 365 days a year.	1 instance	Any single instance of booking support unavailability is a failure against this service level.
Booking Confirmations The Supplier will ensure that 98% of booking confirmations are provided to the Customer as soon as available but by no later than the timescales detailed in the Specification	98%	Where any of the timescales have not been achieved and the total exceeds 2% of the total number of Assignments for the quarter.
Fulfilment Rates The Supplier will ensure that 98% of the Assignments booked	98%	Where there is any inability to meet the requested Assignment for any reason related to the Supplier (not attributable to the Customer) and the total exceeds 2% of the total number of Assignments for the quarter.
Suitability of Linguist The Supplier will ensure that 100% of the Linguists deployed on Assignments are suitably qualified, experienced and security vetted.	100%	Any single instance of Linguist unsuitability is a failure against this service level.
Response Times The Supplier will ensure that 98% of Assignments booked by the Customer are completed within the timescales set out within the Framework Specification	98%	Where any of the timescales have not been achieved and the total exceeds 2% of the total number of Assignments for the quarter
Cancellations The Supplier will ensure that no more than 2% of the Assignments booked by the Customer are cancelled by the Supplier.	98%	Where any cancellations are made by the Supplier and the total exceeds 2% of the total number of Assignments for the quarter.
Invoices The Supplier will ensure that at least 11 accurate invoices at submitted to the Customer within a 12-month period	1 instance	Where an incorrect invoice has been submitted in more than 1 instance any rolling 12-month period.
Complaints The Supplier will ensure that 100% of complaints are responded to within 5 working days of receipt of the complaint and 98% of complaints are resolved or have an agreed action plan in place within 10 working days.	100%	Where any complaints are not at least responded to within 5 working days in any one instance.
	98%	Where any complaints are not resolved or do not have an agreed action plan and the total exceeds 2% of the total number of complaints made.
Linguist Misconduct The Supplier will ensure that no instances of Linguist misconduct are reported to the Customer attending an Assignment.	1 instance	Any single instance of Linguist misconduct is a failure against this service level.
Timesheet Inconsistencies The Supplier will ensure that all timesheets submitted by its Linguists are accurate and reflect the number of hours undertaken on Assignments.	1 instance	Any single instance of a timesheet inconsistency is a failure against this service level.
Call Connections- Telephone and Interpretation Service. The Supplier will ensure that 98% of calls are connected within no longer than 60 seconds.	98%	Where calls have not been connected within 60 seconds and the total exceeds 2% of the total number of calls for the quarter.
Call Failure- Telephone and Interpretation Service. The Supplier will ensure that 98% of calls are successfully connected to a Linguist intending to undertake the Assignment and no connection faults occur during the Assignment.	98%	Where calls have not been successfully connected to a Linguist for the duration of the call and the total exceeds 2% of the total number of calls for the quarter.
Assignment Accuracy The Supplier will ensure that 98% of Assignments are complete, without any further revision and/or correction.	98%	Where further revision and correction is required on Assignments and the total exceeds 2% of the total number of Assignments.

b) Zero service credits, penalties, or performance concerns raised.
c) 402-20 Framework Specification attached (For FOI Team – this is a generic ESPO Framework that anyone can access online)

5. Strategy and Accessibility
a) We do not have a formal Language Access or Accessibility Policy.
b) Not Applicable

15569425

19 February 2026

17 March 2026