The data presented in this bulletin is for face-to-face language services provided to HM Courts & Tribunals Service (HMCTS) and the National Offender Management Service (NOMS).
These services are supplied under a contract with Capita Translation and Interpreting (TI). More information on the ‘Language services framework agreement’ can be found within the explanatory notes section.
When a request can’t be supplied under the contract, it is provided ‘off contract’. ‘Off contract’ bookings are made directly by the courts and tribunals.
The statistics in this publication focus on 4 main areas:
- completed language services requests, broken down by requester type (criminal court, tribunal, civil and family)
- success rate of completed requests (which is calculated as the number of completed requests which are either fulfilled or the customer does not attend, as a proportion of all completed requests excluding those cancelled by the customer)
- number of complaints made (and complaint rate) relating to language services requests broken down by requester type
- number of ‘off contract’ bookings made broken down by requester type
- Number of completed requests for language services continues to increase quarter on quarter (45,100 in quarter 1, 2014 - the highest number of completed requests since the contract began).
- Success rate for completed requests has continued the recent trend of improvement (94.5% in quarter 1 2014). The current success rate is equal to the previous peak in quarter 3, 2012.
- Quarter 1, 2014 complaint rate (2.2%) was the lowest since the contract began.
- Total ‘off-contract’ bookings continue to decline quarter on quarter (700 in quarter 1, 2014).
The bulletin was produced and handled by the ministry’s analytical professionals and production staff.
Pre-release access of up to 24 hours was granted to the following persons:
Lord Chancellor and Secretary of State for Justice; Parliamentary Under Secretary of State, Minister for the Courts and Legal Aid; Parliamentary Under Secretary of State, Minister for Prisons and Rehabilitation; Parliamentary Under-Secretary of State for Justice, Minister of State for Policing, Criminal Justice and Victims; Permanent Secretary; Director General, Finance and Corporate Services, Corporate Performance Group; Director General, Transforming Justice, Corporate Performance Group; Director General, Criminal Justice Group; Director of Analytical Services; Deputy Director, Interpreters Project; Procurement Manager, Ministry of Justice Procurement; one policy official, intermediaries, Disclosure and Interpreter Policy; chief statistician; two heads of news; Chief Press Officer – criminal justice desk; two press officers; two special advisors; three private secretaries and six assistant private secretaries.