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

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.

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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.

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

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