Provision of Telephone Translation Services to the Driver & Vehicle Licensing Agency

About

Driver & Vehicle Licensing Agency awarded a contract to THEBIGWORD for the provision of telephone translation services, with a 1-year extension option undertaken.

Over the past 18 years, the Contracting Authority has utilised telephone translation services to support its business operations, and the requirement is set to continue in the coming years.

In support of their driving/vehicle license application, a small number of customers will contact the Agency via a premium rate number publicised on GOV.UK who may have difficulties communicating with the Agency telephone agent in the English Language.

At this point, the Agency telephone clerk will require assistance in dealing with the telephone call in their native language.

When an Agency Customer Service Advisor receives a call from the premium rate number they will initiate a three way call between the call clerk, the supplier and the customer.

The successful supplier will then provide the translation services in the relevant language.

The contract value is £1,664.3.