The Ministry of Justice contract presented a unique challenge. Within the region of 24,000 users on the framework, in locations across the country, thebigword needed robust implementation to meet the contracts requirements.
THE CHALLENGE
The Ministry of Justice required a language service provider that was capable of delivering an increased quality of service all around, focusing on an increased rate of fulfilment for bookings. Whilst also developing innovation through technology required to streamline the process of delivering 10,000 face-to-face bookings and 1,800 translation projects per month from implementation.
THE SOLUTION
thebigword created an online portal that automated the booking process and working with key partners developed a network of 2,000 linguists, implemented an industry –first; quality assurance workflow and hired 100 additional staff to service the contract with a dedicated helpdesk and operations team. Succeeding in implementation of the contract in full against KPI’s defined by the Ministry of Justice.
CASE STUDY HIGHLIGHTS
•Developed an industry-first independent quality assurance workflow.
•Rolled out new technology and workflows to over 24,000 users with full training and support throughout.
•Implemented within 3 months delivering service KPIs and profitability in excess of budget levels achieving service standards from month 2 of the contract
•Successfully on boarded 2,000 linguists according to prerequisites chosen by the client..
FEEDBACK
“I am pleased with what we have achieved so far especially under the difficult circumstances and with what we have had to work with.“ Spokesperson for The Ministry of Justice
