Output 2.2 Translating and interpreting services
This output is delivered through the national Translating and Interpreting Service (TIS National) located in Melbourne and has three components:
2.2.2 - Telephone interpreting
TIS National provides:
- a quality, responsive and professional service
- the means of communication essential to a culturally and linguistically diverse society through a business-oriented national Translating and Interpreting Service.
Highlights
The strong growth in the demand for telephone interpreting services continued during 2006-07 with 556 136 services, an 11 per cent increase over the previous year. Telephone interpreting represents more than 90 per cent of TIS workloads.
TIS National continued to promote the use of the Automated Telephone Interpreting Service (ATIS), which is available in 18 high-demand languages. In line with marketing targets, ATIS usage rose 27 per cent in 2006-07 to 11 669, with 5731 services provided to non-departmental clients.
A significant milestone during the year was the implementation of a new remuneration arrangement for interpreters following an annual review in line with movements in the Consumer Price Index. This new arrangement provides greater certainty and clarity about interpreter remuneration.
TIS National conducted its annual client satisfaction survey, as part of its ongoing commitment to providing a quality service responsive to the needs of its clients.This survey has now been adopted by the government as an additional quality assurance measure in response to a recommendation made by the Senate Legal and Constitutional Affairs Committee in their report on the administration of the Migration Act 1958.
The response to the 2006-07 survey was positive, with a majority of respondents indicating they were satisfied with the quality of the service provided by the contact centre and by the interpreters used.
A total of 331 pharmacies registered with TIS National to receive interpreting services as part of a six month pilot to extend free telephone interpreting access. The pilot started on 13 June 2007.
TIS continued its commitment to expanding its panel of interpreters in new and emerging languages. A total of 178 new interpreters were recruited during 2006-07 (up from 113 in 2005-06 including 101 interpreters in new and emerging languages.