A leading UK provider delivering assessment services on behalf of a major government department required reliable language support to help ensure clear, fair and inclusive communication for service users. To support this delivery, thebigword provides a comprehensive suite of interpreting and translation services, enabling individuals to access information and participate fully, regardless of language or communication preference.
The Challenge
The client required a language partner focused not only on operational scale but also on improving the service user experience, ensuring every individual can engage fully and confidently throughout the assessment process.
Key priorities included:
- Ensuring accessibility for claimants with diverse communication needs
- Delivering fast and dependable interpreter access
- Maintaining consistent quality across all assessment documentation
- Providing specialist support for deaf and hard‑of‑hearing users
- Ensuring services were easy for staff to book and manage
The challenge was to support an end-to-end service user journey where communication is seamless, empathetic and accurate.
The Solution
thebigword implemented a human‑centred language service that prioritises accessibility and ease of use.
Interpreting Services
- On-demand and pre-scheduled telephone interpreting for rapid service user support
- Face‑to‑face interpreting across spoken and non‑spoken languages
- Non-spoken language support, including: British Sign Language, Lip speaking, Deafblind communication and Speech‑to‑text reporting
These services are available seven days a week, in line with the client’s operational requirements.
Technology
- Automated booking systems that make it easy for staff to access certified interpreters
- SLA-driven service ensuring fast connection times and high fulfilment
- A monitored reconnection process to reduce disruptions
- Transparent, portal-based scheduling for face‑to‑face sessions
Translation Services
- Translation, amendments, and terminology management
- File engineering, formatting, and quality testing
- Independent review for accuracy and consistency
- Monthly performance tracking to ensure continual improvement
This approach creates a consistent, inclusive communication experience throughout the service user journey.
The Impact
Partnering with thebigword has enabled the client to:
- Enhance accessibility, ensuring service users can fully participate in their assessments
- Improve user experience through fast, seamless access to interpreters
- Provide equitable support for vulnerable individuals and those with specialist communication needs
- Maintain high quality and consistency across all translated materials
- Reduce administrative burden through intuitive technology and automated processes
