Translation, Interpretation and Other Linguistic Services

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A. Services and Initiatives

1. Key Services

We can help you meet your language-related needs 24 hours a day, 7 days a week. We can translate tweets, extremely sensitive documents and ultra-specialized reports, and revise translations. We also provide other services, such as conference interpretation, language advice and glossary development specific to your organization.

Translation and Other Linguistic Services

  • Translation services in both official languages, in Canada's Aboriginal languages and in over 100 foreign languages
  • Revision services, including professional evaluation and quality assurance
  • Personalized service: translators on site, in your offices
  • Translation in highly specialized fields: economics, law, environmental sciences, medicine, biology, engineering (civil, electrical, mechanical and industrial), informatics, technology, and social sciences and the humanities
  • Secure handling of protected and classified documents
  • Guarantee of quality and satisfaction with the service provided
  • Network of language professionals across Canada

Terminology Standardization Services

  • Standardization and dissemination of terminology in various public service fields, and integration of this terminology into TERMIUM Plus®, the Government of Canada's terminology and linguistic data bank
  • Development of customized glossaries and vocabularies, and revision of glossaries and vocabularies produced by client departments and agencies
  • Development and dissemination of products that improve the quality of communications in both official languages:
    • Language Portal of Canada, the first national website that showcases Canadian expertise in the language field
    • Linguistic Recommendations and Reminders
    • Bilingual and multilingual glossaries and vocabularies (all offered free of charge)
    • Writing Tools
    • Language Update, the Translation Bureau's quarterly journal
  • Answers to your terminology and linguistic questions
  • Participation in the work of terminology committees
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Interpretation

  • Interpretation services in the official languages, in Canada's Aboriginal languages and in foreign languages at various events: intra- or inter-departmental conferences, federal-provincial-territorial ministers' meetings, international summits, and bilateral or multilateral talks between heads of state or governments
  • Interpretation services in American Sign Language (ASL) and Langue des signes québécoise (LSQ)
  • English and French lip-reading interpretation, and deaf-blind tactile interpretation

Client Contact Centre Services

Client relationship management

  • Effective engagement
  • Reliable communications
  • Monitoring client satisfaction
  • Issues management
  • Strategic planning and service agreements
  • Program oversight
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2. Featured Initiatives

We are transforming our services and creating new ones to better meet our clients' needs and provide the best value for money. We are always on the lookout for new trends in language technologies to help our clients meet their obligations regarding the official languages in an ever-changing environment.

ourlanguages.gc.ca on the go!

What: The Government of Canada's first language-related mobile app

Developed by the Translation Bureau, this mobile app gives you access to TERMIUM Plus®, the Government of Canada's terminology and linguistic data bank.

TERMIUM Plus® is the flagship product of the Language Portal of Canada, a showcase for Canadian expertise in the area of language and a one-stop shop for information on language and writing, language games, writing tools and a host of other resources on various aspects of English and French.

Benefits:

  • Quickly find the English and French equivalents of a wide range of terms in various fields
  • Download it free of charge on your iPhone® or BlackBerry® and access it on all smart phone platforms on the Web

Translation Bureau's Transformation

What: Transformation initiative seeking to modernize the Bureau and create a solid foundation for the future

Benefits and Cost Savings:

  • Four pillars of efficiency
    • Procurement process reform
    • Consolidation of office space and expansion of telework
    • Development and adoption of translation technologies
    • Simplification of administrative processes
  • Improved client experience
    • Standardized quality standards throughout the Government of Canada
    • Shortened turnaround times
      • Improved efficiency through use of technolinguistic tools and process automation
    • Simplified On-Line Ordering System
    • Improved secure infrastructure
    • Improved fee structure
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B. Value for Your Money and Cost Avoidance

A new pricing strategy to simplify our processes

For 2013-2014, the Translation Bureau is taking another step toward attaining its objective of becoming a more nimble organization. This year, we are offering client departments a simpler and more transparent rate schedule, one that aims to respond to our clients' requests, streamline internal processes and increase efficiencies.

Let's take a look at the main changes and their benefits:

  • One single rate for official language translation: This single rate will make it easier to process general and specialized texts because we will no longer have to determine the applicable rate.
  • A 60-minute minimum billing charge: As a result, the Bureau can expect to reduce its administrative costs.
  • An hourly rate for multilingual services: Point of service heads will no longer have lump sums to approve.

In the interest of efficiency, the Translation Bureau has optimized its resources, thereby reducing its cost per billed hour from $89.12 in 2010-2011 to $88.44 in 2012-2013. By increasing efficiencies, the Translation Bureau will eventually be able to pass along the savings to its clients in the form of reduced prices.

Did you know?

The Bureau fully guarantees its services and makes the necessary corrections to any of its texts that do not meet its clients' quality requirements. These corrections are made free of charge.

Plan your translations to avoid paying the rush premium

The 35% rush premium will apply when delivery is requested within 24 hours or when service delivery requires work outside regular office hours, on weekends or on statutory holidays.

  • Build sufficient time for translation into your production schedule.
  • Advise us in advance if you expect to have a rush job.
  • Clearly indicate which parts of the document are to be translated.
  • If you need us to work on lengthy projects, consider submitting them in sections.
  • Plan the stages of large projects (communications campaigns, training manuals, etc.) and contact us to establish a work schedule.
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Make the most of the minimum billing charge

  • For each service request, a minimum of 60 minutes is billed.
  • Combine your short documents into a single request to take full advantage of the minimum one-hour charge.

Request a summary

  • Consider getting us to do a summary instead of a complete translation (especially for translations into foreign languages).

Request our services online

  • Using the online request form is quick and easy. Once registered, you will be able to
    • use the same user ID and password for future requests;
    • refer to your previous requests; and
    • obtain a monthly electronic invoice.
  • Clearly indicate your expectations in the “Special instructions” section of the form.

Specify your target audience

  • Let us know who your readers are, so that we can adopt the appropriate style and level of language.

Send us your terminology and reference material

  • Help us use consistent terminology from one document to the next by sending us reference material:
    • Earlier editions of the document (in both languages)
    • Any documents the writer used
    • Previously translated documents on the same topic
    • Contact information for a resource person (preferably the author)
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C. Service Standards, Results and Targets

We surpassed 7 of our 9 targets for translation, interpretation and other linguistic services! Staff dedicated to client service and excellent collaboration with clients, accessible services, our close follow-up on all requests and ongoing innovation are among the factors contributing to this result.

As indicated by the arrows in the table, we are raising one of our targets and adding a new service standard in 2013-2014 in order to strengthen our commitment to serving you better.

Table Summary

The Table on Service Standards, Results and Targets for the Translation, Interpretation and Other Linguistic Services service category shows service targets and results for 2011-2012 and 2012-2013, and service targets for 2013-2014 for the following services: Translation and other linguistic services; Terminology standardization services; Interpretation; Client Contact Centre services; Client relationship management. The table also indicates if the results are available by client in 2012-13.

Translation, Interpretation and Other Linguistic Services Target
2011-2012 		Result
2011-2012 		Target
2012-2013 		Result
2012-2013 		Available by client Target
2013-2014
Translation and other linguistic services
Provide clients with an immediate response to requests submitted through the On-Line Ordering System and include the name of their client service advisor 99% 98% 99% Indicates that the target has increased or the result has improved from the previous year99.2%Indicates that the target was met or surpassed √ ─
Meet the agreed-upon delivery deadline of each project as defined in the service request 90% 95% 90% Indicates that the target has increased or the result has improved from the previous year96.1%Indicates that the target was met or surpassed √ Indicates that the target has increased or the result has improved from the previous year95%
Terminology standardization services
Respond to terminology queries and requests within 1 business day 95% 100% 95% 97.3%Indicates that the target was met or surpassed   95%
Reply to comments made by users regarding TERMIUM's terminological content within 30 days ─ ─ 90% 99.2%Indicates that the target was met or surpassed   ─
Disseminate records in TERMIUM Plus® that are consistent with the quality standards in effect at the Translation Bureau NEW! ─ ─ ─ ─   95% Footnote *
Interpretation
Respond to client requests and establish clients' needs within 1 business day. ─ ─ 95% 99.1%Indicates that the target was met or surpassed   ─
Provide interpretation services for all requests that qualify under the Translation Bureau's mandate ─ ─ 95% 97.8%Indicates that the target was met or surpassed   95%
Client Contact Centre services
During business hours, deal with emails received in the Translation Bureau's inbox and return missed calls (voice mail messages) before close of business (5:00 p.m. EST) on the day received ─ ─ 95% 99%Indicates that the target was met or surpassed   95%
Client relationship management
Acknowledge clients' inquiries within 1 business day 90% 91% 95%Indicates that the target has increased or the result has improved from the previous year N/A √ 95%
Respond to clients' inquiries within 3 business days 90% 98% 95%Indicates that the target has increased or the result has improved from the previous year N/A √ 95%

Footnotes

Footnote *

Maximum 2 deviations in 95% of cases.

Return to footnote *

Legend:
Indicates that the target was met or surpassedIndicates that the target was met or surpassed.
Indicates that the target has increased or the result has improved from the previous yearIndicates that the target has increased or the result has improved from the previous year.

If you are a government client and would like to have the service standard results of your own organization (when the information is available), please contact your account executive. NEW!

We take our service commitments very seriously. If you have any concerns related to our service standards or have any suggestions on how we can improve, feel free to contact us at SIS@pwgsc-tpsgc.gc.ca.

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D. At Your Service: Concrete Examples

Check out how we have listened and responded to our clients' needs  NEW!

Example 1: A new pricing structure

You wanted simpler and more transparent pricing. We heard you. For 2013-2014, the Translation Bureau has taken another step towards attaining its objective of becoming a more nimble organization. This year, we are offering client departments a simpler and more transparent rate schedule, one that aims to respond to their requests, streamline internal processes and increase efficiencies:

  • A single rate for official languages translation: This single rate will make it easier for us to process general and specialized texts, as it will save us having to determine the applicable rate. And you won't have to figure out which rate applies!
  • An hourly rate for multilingual services: the lump sum billing practice has been replaced by a more transparent hourly rate.
  • A single rush premium, regardless of the day of the week
  • A single rate for our popular onsite translator service in official languages

One client at the Strategic Policy and Research Branch of Employment and Social Development Canada appreciated the fact that he no longer had to figure out which rate applied to his translation work in official languages, which helped him better forecast his expenditures.

In addition, as we understand that our client departments are facing increasing budget constraints, the Translation Bureau will be reducing its rate for translation in official languages for clients that send a larger volume of translation in 2013-2014 than in 2012-2013! Contact us to learn more.

Example 2: A new interdepartmental working group

In response to your expressed desire to better understand how other government departments are managing their translation programs and to play a larger role in shaping the Translation Bureau's future, we created the first Client Working Group on Translation Services (CWGTS). Made up of senior representatives of 15 departments and agencies, this working group provides a forum for consultation, for sharing best practices in managing the translation program within the Government of Canada, and for making recommendations to the Translation Bureau on strategic priorities, client satisfaction, service delivery processes and other common service issues.

Meetings are held quarterly or as required and are appreciated by CWGTS members. For example, the member for Correctional Service Canada hailed the meeting as very informative and an opportunity to meet interesting people, and the member for the Courts Administration Service was very pleased to meet members from different departments and share best practices. Check out the CWGTS on GCPEDIA!

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E. How satisfied are you?

In 2011-2012, your overall level of satisfaction with the Bureau's translation services was 84%, and 85% of you indicated that you had received the requested translation services within a reasonable time frame.

Regarding the quality of translation, nearly 7 out of 10 respondents confirmed that they were satisfied.

Image Description

The graph is a bar graph with 3 bars related to percentages of client satisfied. The following information is presented for the bars:

  • Bar 1: Overall satisfaction with translation services provided by the Bureau – 84%
  • Bar 2: % of clients indicating that they have received the translation services within a reasonable time frame – 85%
  • Bar 3: Level of satisfaction with translation quality – 67%.

Source: 2011-2012* General Client Satisfaction Survey

(*) Survey conducted every two years. No data available for 2012-2013.

F. To learn more about Our Translation, Interpretation and Other Linguistic Services

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