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MK language service transfers to LGSS - LGSS

MK language service transfers to LGSS

In April 2017, Milton Keynes Council transferred its prestigious and longstanding language service to LGSS to increase commercial growth and quality of service.

The Challenge

MK Language Services was established thirty years ago in response to the growing number of foreign language-speaking residents in Milton Keynes.

The service has now expanded to support over 100 customers in 240 different languages, and boasts 350 interpreters; one of the largest networks of interpreters in the East Midlands for face-to-face and telephone interpretation and written translation.

Following significant expansion to supply services to local authorities, NHS trusts and legal functions, Milton Keynes Council wanted to maximise commercial opportunities and further improve their quality of service.

The Solution

With the capabilities of a large shared service, LGSS offered to provide several arms of commercial support to bolster the service.

LGSS would deliver a business development strategy, collaborating with their in-house marketing team to give the language service a new look and feel, both digitally and in promotional materials.

Utilising their existing reputation, LGSS would promote the language service with partners and customers in local authority, health and the emergency sectors, drawing support from their in-house bids and proposals team.

To improve the quality of service, LGSS would reduce the number of cancellations by recruiting on-demand languages such as Romanian, Tamil and Italian interpreters.

LGSS would also streamline the telephone interpretation service, where GP practitioners had reported challenges in connecting, despite being an existing customer.

Results

Since MK Languages transferred to LGSS in April 2017, there has been substantial commercial growth within the service.

In May 2017, LGSS partner Cambridgeshire County Council became a customer and purchased over 100 language assignments.

Northamptonshire County Council, another LGSS partner, increased activity with the language service by almost 300%, going from an average 200 assignments to 650 per quarter.

Expansion of the interpreter network is underway with seven new recruits including British Sign Language and Romanian translators, who will help maximise availability in these languages.

LGSS has also implemented a new telephone authorisation system, allowing GP surgeries and other existing customers to access a quicker and more streamlined service.

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