FOI Request - Language Services Provision
Request 101003943751
Please provide the information for the most recent financial year for which complete data is held.
1. Total Spend on Language Services - Please provide total spend, broken down into:
a) Spoken language interpreting
b) Non spoken interpreting (e.g., BSL)
c) Document translation
d) Transcription
d) Any other language related services
2. Service Activity Volumes - Interpreting – Spoken Language
a) Total number of face to face assignments
b) Total hours completed
c) Total number of telephone interpreting calls
d) Total minutes of telephone interpreting
e) Total number of spoken video interpreting calls
f) Total minutes of spoken video interpreting
Interpreting – Non spoken (e.g., BSL)
a1) Total number of face to face assignments
a2) Total hours completed
a3) Total number of non spoken video interpreting calls
a4) Total minutes of non spoken video interpreting
Translation & Transcription - Total number of document translations
b1) Total words translated
b2) Total number of audio transcriptions
b3) Total audio duration (minutes or hours)
3. Contracted Providers
a) Name(s) of all contracted providers
b) Which services each provider delivers
c) Whether you use:
c1) a separate BSL/non spoken supplier
c2) a separate transcription supplier
d) Framework or procurement route used (e.g., CCS framework, regional framework, local contract)
4. In House Resources
a) Do you employ any in house interpreters and/or translators?
b) If yes, please list all relevant roles.
5. Contract Information
a) Contract end date (without extensions)
b) Contract end date (with all extension options included)
6. Contact Details - Please provide the name, telephone number and email address for:
a) The contract manager responsible for language services
b) The budget holder for language services
c) The person responsible for procurement
(If personal details cannot be released, please provide departmental or generic contact information.)
7. Language Demand
a) The top 20 most requested languages across interpreting and translation.
8. Fill Rates - Please provide service fill rate percentages for:
a) Face to face interpreting
b) Telephone interpreting
c) Video interpreting
d) Document translation
e) Audio transcription
9. Unfulfilled Requests
a) Which languages your provider(s) were unable to supply in the past 12 months.
10. Service Credits
a) Have service credits been applied in the past 12 months?
b) If yes, please specify the performance issues that triggered them.
11. Social Value
a) What social value activity has been delivered as part of the contract in the latest 12 month period?
12. Tender Documents - If the contract was awarded competitively, please provide a copy of the winning bidder’s tender submission (with appropriate redactions where required).
13. Contracted Rates - Please provide current pricing for:
a) Spoken face to face interpreting (hourly rate)
b) Non spoken face to face interpreting (hourly rate)
c) Telephone interpreting (per minute rate)
d) Spoken video interpreting (per minute rate)
e) Non spoken video interpreting (per minute rate)
f) Document translation (per word rate)
g) Audio transcription (per audio minute rate)
Please also confirm whether any minimum booking durations apply for any service type.
14. Pricing Changes
a) Have any contracted providers increased their rates in the past 12 months?
b) If yes, please provide details.
15. Route to Market
a) What is your typical procurement route for language services (e.g., framework, direct award, competitive tender)?
16. Interpreter on Wheels / VRI Devices
a) Do you have any interpreter on wheels devices or other video remote interpreting (VRI/VSI) equipment as part of your contract? If yes:
i) How many?
ii) Are they provided free of charge or charged?
17. Off Contract Spend - Has any language service work been commissioned outside your contracted provider(s)?
If yes, please provide:
a) Total value
b) Names of the off contract suppliers
18. Complaints - Please provide:
a) The number of complaints received in the latest 12 month period relating to language services
b) A breakdown by type (e.g., quality issues, delays, interpreter conduct, availability, unfulfilled requests, translation accuracy, etc.)
c) Whether any complaints were escalated, upheld, or resulted in corrective action
18. Complaints - Please provide:
a) The number of complaints received in the latest 12 month period relating to language services
b) A breakdown by type (e.g., quality issues, delays, interpreter conduct, availability, unfulfilled requests, translation accuracy, etc.)
c) Whether any complaints were escalated, upheld, or resulted in corrective action
Response 18-03-2026
1. 2024/25 - £22, 407.45. Full breakdown not available.
2.
Service Activity Volumes - Interpreting – Spoken Language:
a) Total number of face to face assignments - 201
b) Total hours completed - Not held. Information that is not held falls under Section 17 of the Freedom of Information (Scotland) Act 2002 (FOISA) - Information not held.
c) Total number of telephone interpreting calls - 159
d) Total minutes of telephone interpreting - Not held. Exempt under S.17 FOISA.
d) Total number of spoken video interpreting calls - 104
f) Total minutes of spoken video interpreting - Not held. Exempt under S.17 FOISA.
Interpreting – Non spoken (e.g., BSL)
a) Total number of face to face assignments - 24/25 – 1; 25/26 to date 15
b) Total hours completed – Not held. Exempt under S.17 FOISA.
c) Total number of non spoken video interpreting calls - None
d) Total minutes of non spoken video interpreting - None
Translation & Transcription - Total number of document translations
Not held. Exempt under S.17 FOISA.
3. Contracted Providers:
a) & b) Rebecca Goodall BSL and Colin Eagleson BSL, Global Language Services (written and Face to Face (Foreign Language)
c) i) separate BSL/non spoken supplier: BSL providers are contracted under one agreement
c) ii) ) a separate transcription supplier – No Agreement in place for time period requested
d) Local Contract for BSL interpretation
4. a) No
5. a) BSL - 13/08/2026 Interpreting, Translation & Transcription 11/02/26
b) BSL - 13/08/2027
6. a) Equalities Officer
b) All Service Managers
c) equal.opportunities@moray.gov.uk
7.
| LL - Language | 2024/25 | 20255/26 to 03/03/2026 | Total |
| POLISH | 85 | 39 | 124 |
| HUNGARIAN | 18 | 6 | 24 |
| ROMANIAN | 15 | 3 | 18 |
| ARABIC | 2 | 0 | 2 |
| DARI | 2 | 3 | 5 |
| PASHTO | 2 | 1 | 3 |
| SYLHETI | 2 | 3 | 5 |
| THAI | 2 | 0 | 2 |
| UKRANIAN | 2 | 8 | 10 |
| BULGARIAN | 1 | 0 | 1 |
| LITHUANIAN | 1 | 0 | 1 |
| MANDARIN | 1 | 0 | 1 |
| PORTUGUESE | 1 | 2 | 3 |
| PUNJABI | 1 | 0 | 1 |
| RUSSIAN | 1 | 2 | 3 |
| SPANISH | 1 | 1 | 2 |
| TAMIL | 1 | 0 | 1 |
| URDU | 1 | 0 | 1 |
| BENGALI | 0 | 2 | 2 |
| FRENCH | 0 | 3 | 3 |
| VIETNAMESE | 0 | 3 | 3 |
| SORANI | 0 | 2 | 2 |
| ALBANIAN | 0 | 1 | 1 |
| FARSI | 0 | 1 | 1 |
| TOTAL | 139 | 80 | 219 |
8. Not held. Exempt under S.17 FOISA.
9. None
10. a) Yes
b) Not held. Exempt under S.17 FOISA.
11. None
12. The information requested is considered commercially sensitive information and exempt under Section 33(1)(b) of the Freedom of Information (Scotland) Act 2002- Commercial Sensitivity.
13.
a) £27.50 per hour - 1 hour minimum charge, then pro rata by 5 mins
b) contracted in half days rather than per hour – £145-£155 per half day
c) 0.68p
d) £1.20
e) Not applicable
f) 8p per word
g) Min half day for BSL
14. a) No
15. a) Local agreement or national framework
16.a) No
Near Me
Language Line offers APP and BSL - Part of contract
Contact Scotland - Free
17. No
18. None