Archived—Translation, terminology and interpretation: Our Services, Standards and Results 2020 to 2021

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The following tables compare service standard targets with service standard results for 2019 to 2020, for the translation, terminology and interpretation service category, under the following sub-categories: translation and linguistic services, terminology standardization services, interpretation, and client relationship management. The tables also include service targets for 2020 to 2021.

Translation and linguistic services

Comparison of service targets and service results for translation and linguistic services
Service standard Service target
2019 to 2020
Final service results
2019 to 2020
Service target
2020 to 2021
The quality of texts outsourced to official language service providers will be controlled by a language professional from the Translation Bureau 85% 96% 98%
Linguistic services requests will be processed within the initial deadlines requested by the clients 85% 80%table 1 note 1 85%
Linguistic services requests will be assigned to an internal or external translator within one 1 business day following receipt of the request—Reworded in 2020-2021 95% 84%table 1 note 2 90%
Linguistic services requests will be processed within the deadlines agreed upon between the Translation Bureau and the clients 95% 96% 95%

Table 1 notes

Table 1 note 1

Justification: When it is not possible to deliver services within a client’s initially requested deadline, a new deadline is suggested and is subject to the client’s approval. Although it was estimated that about 75% of the deadlines initially requested by clients did not fall within the Translation Bureau’s recommended service standards (accessible to Public Services and Procurement Canada employees only), deadlines were met 80% of the time without changing the date originally requested, demonstrating valiant efforts to meet clients’ expectations.

Moving forward, the Translation Bureau will soon be replacing its current technolinguistic platform (Online Ordering System) with GClingua to simplify the delivery of its linguistic services, from the reception of requests to final invoicing. Once GClingua is in place, the Bureau will have a complete and robust cloud-based solution to run its core processes. The Bureau will use state-of-the-art request management and translation assistance tools in a fully integrated and secure environment. In addition to being more stable and reliable, GClingua promises to also be more efficient, as it is based on industry best practices. A business process improvement working group was created to examine current procedures in order to find efficiencies and eliminate unnecessary steps.

Return to table 1 note 1 referrer

Table 1 note 2

This service standard was reworded in 2019 to 2020 in an effort to make it more client centric and to uphold an ambitious service delivery commitment. However, there are several factors which determine how quickly a document is assigned to a translator. To ensure the Bureau implements robust service standards, it will analyze data to measure the impact quick assignment of documents may have on other service aspects, such as deadline compliance and quality.

Further to this, the Translation Bureau has recently conducted an analysis of the number of contracts with suppliers, which will ensure that it has the necessary external resources to handle the required capacity in the future. There are also plans to increase the number of client advisors working evenings and weekends, which will ensure that there will be people who can continue to assign documents after normal business hours, but before the 24-hour standard has elapsed. In the longer term, as mentioned previously, the Bureau will be replacing its current technolinguistic platform (Online Ordering System) with GClingua to simplify the delivery of its linguistic services, from the reception of requests to final invoicing.

Return to table 1 note 2 referrer

Terminology standardization services

Comparison of service targets and service results for terminology standardization services
Service standard Service target
2019 to 2020
Final service results
2019 to 2020
Service target
2020 to 2021
To ensure that the Government of Canada’s terminology remains up to date, 2,000 records will be created, modified or deactivated in TERMIUM Plus®, in each of the following three fields:table 2 note 1 military, computer science and environment—Reworded in 2020 to 2021 95% 100% 95%
Requests received by the terminology help service (btterminosvp.tbterminosvp@tpsgc-pwgsc.gc.ca) will be processed in accordance with a deadline of one 1 working day 99% 99% 99%

Table 2 note

Table 2 note 1

Records in other fields will also be created, modified or deactivated.

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Interpretation

Comparison of service targets and service results for interpretation
Service standard Service target
2019 to 2020
Final service results
2019 to 2020
Service target
2020 to 2021
Requests for interpretation services in official languages, Indigenous languages, foreign languages, sign language and oral transliteration will be reviewed and followed up in accordance with a deadline of three working days—New in 2020 to 2021 Not applicable Not applicable 95%
Official languages interpretation requests will be processed in accordance with a deadline of three 3 working days—Deleted in 2020 to 2021 95% 100% Not applicable
Foreign language interpretation requests will be processed in accordance with a deadline of three 3 working days—Deleted in 2020 to 2021 95% 100% Not applicable
Visual interpretation requests will be processed in accordance with a deadline of one 1 working day—Deleted in 2020 to 2021 95% 100% Not applicable

Client relationship management

Comparison of service targets and service results for client relationship management
Service standard Service target
2019 to 2020
Final service results
2019 to 2020
Service target
2020 to 2021
Clients’ information requests received electronically (bureaudelatraduction.translationbureau@tpsgc-pwgsc.gc.ca) will be processed in accordance with a deadline of one (1) working day—Reworded in 2020 to 2021 95% 96% 95%
Client accounts will be created within five (5) working days following receipt of the required information—Deleted in 2020 to 2021 95% 99% Not applicable

Overall justification for the changes made to the service standards in 2020 to 2021

All changes to the service standards result from internal review and consultations, and take into account the characteristics of a robust service standard in accordance to the Treasury Board of Canada Secretariat’s guidance.

Some targets were increased or decreased to ensure the standards were ambitious, yet remained realistic. Some standards were reworded for added precision and streamlining while others were removed if deemed to be less relevant for clients.

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