Translation Services

The Vendor is required to provide standardized, quality and timely translation, editing and updating services, to streamline internal business processes and to improve overall process efficiencies within agency.
- Agency has the wide-ranging objective of optimizing translation services to achieve best value for money spent by reducing costs while providing easier access to employees for quality services delivered on a timely basis.
- Agency spends approximately $2.0 to 2.5 million dollars per year on translation, and related editing and updating services.
- The number of transactions for translation services is more than 3,000 per year, with over 8 million words translated annually.
- The business volume is based on past consumption and is provided as information only and should not be considered as a commitment of future business volume.
- Must develop, implement, and maintain a client-management approach to be used during the period of the standing offer.
- In order to fulfil agency translation services requirements in terms of all services required of this statement of work, the contractor's client management approach must respect the following processes and/or systems:
- Work distribution and tracking system to ensure on time delivery of consistent, high-quality translation and editing services to clients;
- Client manager must assess the work volume received from clients and its distribution amongst translators and manage these translators for both English to French and French to English projects;
- Client manager must track the progress of translation projects assigned to translators and steps taken to ensure on time delivery of completed work to the clients;
- Client manager must be responsible for receiving and resolving customer complaints 365 days a year.
- A dispute resolution plan that contains an escalation process for resolving customer complaints that can't be resolved under contractor's routine procedures for problem resolution;
- A remedial plan for replacing personnel during sick leave, vacation or any other absence by having qualified, standby translators available for up to 365 days / year.
- A backup plan to resolve electronic systems and all component failures within three hours for up to 365 days a year;
- Must deal with excessive workload and/or with work with a firm and very tight deadline, including workload exceeding the normal daily capacity required and/or the client's requests received outside normal working hours and/or unexpected request from the client for translation and modification work requiring the work to be carried in whole or in part outside normal working hours.
- Contract Period/Term: 2 years