LANGUAGE LINE LIMITED

LanguageLine App

The LanguageLine App empowers you to overcome language barriers with instant access to over 25,000 LanguageLine® CertifiedSM Interpreters via video or audio from most popular digital devices.

LanguageLine App provides pay by minute instant access to interpreters in 240+ languages for audio and 50 languages for video, including BSL

Features

• On-demand connection to a live interpreter in under 30 seconds
• 24/7/365 availability
• Audio interpreting in 240+ languages
• Video interpreting in 50+ languages
• Supports Sign Language
• End-to-end encryption for secure audio and video
• Designed to work through standard firewall configurations
• MDM compatibility for enterprise deployment
• In-app tools including the Notepad feature to reinforce communication
• Management insight for online and inline reporting

Benefits

• Faster service delivery
• Better communication quality
• Broader language coverage
• Improved accessibility
• Greater operational resilience
• Reduced information-security risk
• Lower IT friction
• Scalable rollout and governance
• Choice of video or audio
• Better management oversight and procurement assurance

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at interpretingsales@languageline.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

867563979826593

Contact

Ross Midgley-Robinson
447740531394
interpretingsales@languageline.co.uk

About your service

• Service categories:

  Applications

  Production and operations

  Service industry and public sector operations

  • Healthcare
  • Education
  • Public Order and Safety
  • Police
  • Defence
  • Social Security Administration
  • Adult Social Care
  • Children's Social Care
  • Other
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Language Services Interpreting and Translation including AI Solutions. Additionally the LanguageLine App service can be integrated into other software such as Patient Electronic Healthcare Records in the health setting
• Cloud deployment model: Public cloud
• Service constraints: Buyers should note several constraints for the LanguageLine App. Access is limited to LanguageLine clients, using authentication codes and device naming. Mobile use generally requires current iOS/Android; the iOS app requires iOS/iPadOS 17+ (macOS 14+ on Apple Silicon). Web use supports Chrome, Firefox and Edge, not Safari or Internet Explorer. Network and firewall readiness are critical: plan minimum bandwidth per concurrent session; video may drop to audio if bandwidth dips. Ensure ports are open (TCP 443; UDP 3478/1025–65535 for video; TCP 5061 for audio). Video languages are fewer than audio. Privacy review should cover device IDs, usage/diagnostics and location data.
• System requirements:
  • Valid LanguageLine client account and authentication code for device registration
  • IOS devices require iOS 17.0+ to install current LanguageLine app.
  • Web access requires Chrome, Firefox, or Microsoft Edge browsers latest
  • Reliable internet connection; avoid saturated links during concurrent video sessions
  • Minimum bandwidth: 384 kbps video, 64 kbps audio per call
  • Firewall must allow outbound TCP 443 for video signaling traffic
  • Firewall must allow outbound TCP 5061 for audio SIP calls
  • Camera and microphone permissions required; headset recommended for privacy clarity
  • End-to-end encryption used; VPN tunnels not required for normal operation
  • Optional QoS configuration can improve audio/video quality on managed networks

User support

• Email or online ticketing support: Yes
• Support response times: Investigate, resolve and respond within 5 working days
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes
• Support levels: LLS provides 24/7/365 service provision as standard, with 24/7/365 human Customer Service support underpinned by 24/7/365 Technical support. ; ; Dedicated UK support teams include Client Services and an IT/Technical Helpdesk, backed by on-call duty teams and real-time call-flow monitoring. ; ; The Client Services Team operates 24/7/365 as the first point of contact for service-related enquiries, resolving issues, providing service updates, offering guidance on accessing interpreting services, and creating, updating and troubleshooting user access codes and logins. ; ; For continuity, IT and technical staff are on-site or on-call on a 24-hour basis to rectify technical issues immediately. ; ; LLS also provides nominated account management, including a dedicated Client Account Manager and main point of contact dependant on the size or requirement from contracting organisations. ; ; LLS provides training throughout the contract and implementation support for the roll-out of services.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: LanguageLine Solutions (LLS) enables new users to adopt the LanguageLine App quickly and safely through a structured onboarding and engagement approach. We provide implementation-led mobilisation that covers governance, stakeholder engagement and practical readiness checks (including connectivity and device considerations) to ensure a smooth start. Users can activate the app using a secure, one-time verification code aligned to their service area, supporting fast registration and appropriate attribution of usage. The code structure also enables accurate billing and reporting per department as required by the client. ; ; LLS delivers role-appropriate training focused on real operational scenarios, including when to use audio versus video interpreting, how to select languages (displayed in both English and the native language), and how to provide service feedback through in-app prompts. Training is offered flexibly via remote and on-site sessions, train-the-trainer options, short “how-to” materials and refreshers to accommodate shift patterns and staff turnover.; ; Our specialist implementation and support teams provide early-life assistance to troubleshoot initial queries, reinforce best practice and drive confidence in day-to-day use. Where required, we can support a controlled pilot or trial period with structured feedback and usage insight to inform wider rollout and maximise user adoption from day one.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: Users extract their data from MyLLS, LanguageLine’s Reporting dashboard, which provides 24/7/365 real-time access to downloadable performance and KPI reports for authorised users. My LLS enables users to filter and export MI to the level of detail required per their authorisation level ranging from overall contract performance to granular usage, spend and service delivery insights by department/ward/ID code/timeframe/location/language/service supporting local governance, operational oversight and evidence-based decision-making. ; ; During mobilisation, reporting requirements are agreed to ensure the right datasets are captured and available from day one. LanguageLine also provides training to Trust staff for self-reporting, enabling users to run and download their own reports as required, and can produce additional bespoke reports aligned to Trust or departmental objectives to support contract reviews and continuous improvement. ; ; LLS will work with users at the end of the contract to ensure all data has been provided for the period of time users access the LanguageLine App and interpreting support.
• End-of-contract process: At contract end, LLS will deliver a controlled and transparent exit to protect service continuity and information governance. We will agree an exit plan, including timetable, responsibilities and communications, aligned to operational requirements. We will manage an orderly wind-down by confirming the final service date, preventing new requests beyond contract expiry.; ; We will provide final performance and financial MI, including end-of-contract KPI reporting and reconciliation information and provide support to extract relevant contract data from MyLLS in accordance with agreed access controls. In parallel, we will complete information governance activities, including removal of user access, revocation of credentials and secure processing of any data retention or deletion actions in line with UK GDPR, contractual requirements and applicable records management standards.; ; Commercial close will be managed through a final reconciliation of charges for services delivered up to the end date and settlement of any outstanding invoices.; ; There are typically no additional “exit fees” for standard offboarding. Customers pay only for services delivered up to contract end and any contractually defined charges. Any optional, customer-requested transition support (e.g., bespoke data extracts, extended parallel running or additional on-site change support) would be agreed and priced in advance.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: LLS are working towards compliance to WCAG 2.2

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
  • ChromeOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: None
• Service interface: No
• User support accessibility: None or don’t know
• API: No
• Customisation available: No

Scaling

• Independence of resources: LLS prevent one customer’s demand (including via the LanguageLine app) from affecting another through contractual and operational separation, active capacity management, and resilient infrastructure. Each organisation is configured as a separate customer so they do not compete for resources; recruitment and resourcing plans are set by language, location and demand profile. A Real-Time Operations team monitors live volumes minute-by-minute 24/7/365 and dynamically adjusts cover and routing to absorb spikes. We maintain headroom through our large interpreter pool and scheduling controls. Calls and app requests are managed through automated routing and geographically resilient networks with failover to prevent congestion.

Analytics

• Service usage metrics: Yes
• Metrics types: LanguageLine’s service metrics provide a transparent, auditable view of performance and value. We report fulfilment and response times across all channels, including on-demand telephone and video connection times. Digital platform availability is monitored against a 99.99% uptime standard. Quality is evidenced through post-interaction satisfaction ratings, structured live call/video monitoring volumes, and ISO-aligned quality assurance. Customers access real-time KPI dashboards with drill-downs by Trust, department, language, location and timeframe. Complaints are logged, acknowledged immediately, investigated, and formally resolved within five working days. Service reviews use this MI to agree actions and improvements.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users export MI from the My LLS through the integrated reporting dashboard. Authorised users log in, select the required MI pack (e.g., activity/usage, fulfilment and response performance, languages, locations, spend and KPI delivery), and apply filters to match operational needs (Trust, division/department/ward, cost code/ID, timeframe, service type and language). Reports can then be downloaded directly from the dashboard for local analysis, audit and onward sharing. We provide implementation training and user guidance to enable self-service reporting and, where required, will supply bespoke MI extracts and scheduled reports aligned to agreed KPIs and governance.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • EXCEL
  • PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: LLS provides continuous availability to interpreting services via the LanguageLine App, supported by resilient infrastructure and 24/7 operational oversight. The service is designed to be available 24 hours a day, 7 days a week, 365 days a year, ensuring authorised users can request an interpreter at any time, including out-of-hours and during peak demand periods. As standard, LLS delivers 99.9% service availability, with our telephony environment supported by 99.99% system uptime, underpinned by robust business continuity and disaster recovery arrangements.; ; Service availability is actively protected through our Real-Time Operations (RTO) function, which monitors live demand minute-by-minute, per language, 24/7/365 and dynamically manages routing and capacity to maintain performance during surges, incidents, or localised disruption. The app supports access from approved smartphones, tablets and desktops, enabling rapid selection of language and connection to an interpreter through our managed platform.; ; Any contract-specific availability commitments, including SLAs, reporting cadence, and escalation arrangements are agreed during mobilisation and incorporated into the call-off contract. Availability and performance are then continuously monitored and reported through agreed MI and governance reviews.
• Approach to resilience: The LanguageLine App is designed for resilience through a combination of robust hosting, resilient network architecture, and continuous operational control. ; ; 300,000 conversations enabled every day (75 million annually) through telephone and video interpreting.; ; The app is supported by a highly available platform with documented service availability targets (99.9% as standard) and supporting telephony/system uptime of up to 99.99%, underpinned by business continuity and disaster recovery arrangements.; ; Resilience is strengthened through automated call-flow management and routing controls that enable services to be re-directed in the event of localised capacity constraints or infrastructure issues. A 24/7/365 Real-Time Operations function monitors live demand minute-by-minute (including by language) and dynamically manages routing and capacity to maintain performance during spikes, incidents, or unplanned disruption.; ; The service is engineered to avoid single points of failure through redundancy across critical components, with escalation and incident management processes aligned to agreed governance. Availability, performance and incidents are continuously monitored and reported through MI, enabling proactive service management and continual improvement.
• Outage reporting: LanguageLine App outages are managed and communicated through our ISO22301-aligned Business Continuity arrangements and formal Disaster Recovery Plan (DRP) notification process. In the event of a system outage, the DRP sets out escalation procedures for internal teams and Authorised Organisations, and communications incorporate estimated downtime and ongoing updates aligned to the DRP Notification Process.; ; Users can also report suspected issues via 24/7 customer support through our SDT Helpdesk, ensuring incidents are logged, triaged and escalated appropriately.; ; Planned downtime is governed through KPI ownership that includes advance notice of downtime and uptime management under the Head of Technology

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: LLS restricts access to management interfaces through encrypted logins (unique usernames/passwords) across portals and management systems, with access authorised by line managers based on role/responsibility. Remote server access is protected by multi-factor authentication via VPN, with SSH and secure Remote Desktop. Identity and Access Management limits administrator roles to required resources. Support-channel access is controlled via the 24/7/365 Client Services Team, which creates, updates and troubleshoots user access codes and logins.
• Access restriction testing frequency: At least once a year
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: LLS operates a comprehensive Information Governance and Information Security framework aligned to UK GDPR, the Human Rights Act and NHS requirements, evidenced through Cyber Essentials Plus, ISO27001 and ISO27701, and a Data Security & Protection Toolkit status of “Standards Exceeded.”; ; Reporting structure and oversight: Teleperformance’s Global Compliance, Security and Privacy Team (GCSP) oversees the GDPR compliance programme, including an appointed Data Protection Officer and quarterly audits.; ; LLS’ Compliance Manager, supported by Compliance and Information Security Officers, maintains ISO27001 procedures, facilitates internal/external audits, and leads breach/near-miss investigations and lessons-learned activities, reporting escalations to the Managing Director/Senior Management Team as required.; ; How we ensure compliance: Mandatory induction and annual IG training covers security incident reporting, access control, information handling, and vulnerability/patch management; adherence is tested via quizzes and simulated phishing exercises, with results shared to line managers.; ; Technical controls include encryption (HTTPS/DTLS/SRTP), network segregation, firewalls/AV, and regular external penetration testing.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: LLS operates formal configuration and change management aligned to ISO-certified management systems (including ISO 27001). LLS maintain a controlled configuration baseline for all service components (application releases, portals, integrations, routing platforms and supporting infrastructure) and customer-specific settings (roles, permissions, workflows and reporting). Each configuration item is uniquely identified, version-controlled, owned, and tracked across its lifecycle (build, test, release, operate, retire) with full audit history and dependencies. All changes follow a risk-based workflow, including a documented security impact assessment (CIA, access control, data flows, logging, vulnerabilities, and BCDR). High-risk changes require security review, testing, rollback and enhanced monitoring post-implementation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: LLS operates a documented Vulnerability and Patch Management process covering endpoint protection (anti-virus/anti-malware), patch management and penetration testing. Potential threats are assessed using layered controls (firewalls and virus protection), continuous monitoring, regular independent third-party penetration testing and review of security incidents and simulated phishing exercises. Threat information is derived from monitoring outputs, penetration test findings and Compliance-led review of relevant legislation, guidance and best practice. Patches and remediation actions are prioritised by risk and implemented under controlled change procedures and communicated via internal processes where updates apply, with testing and validation to confirm vulnerabilities are addressed and services remain stable.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: LLS identifies potential compromises through training on recognising and reporting potential or actual security incidents, reinforced by quarterly quizzes and unannounced simulations (e.g., simulated phishing). When a potential compromise is found, employees promptly report information security or confidentiality violations to the IT team, Compliance Manager and line manager. A Response Team (IT or Compliance) prioritises the incident, escalates to the Managing Director/Senior Management Team as required, and notifies the Trust with updates during the investigation, including immediate and longer-term actions and outcomes. Response is initiated promptly upon detection to ensure issues are handled consistently.
• Incident management type: Supplier-defined controls
• Incident management approach: LLS uses pre-defined processes for common service and technical events, including the LanguageLine Incident Management Policy and an ISO:9001-accredited, externally audited Complaints & Feedback process with documented investigation, strict protocols and timescales. Users report incidents via a 24/7 Helpdesk, the "Voice of the Customer" form (website/LanguageLine booking portal), an auto-survey after each LanguageLine App call, or directly to the dedicated Client Account Manager by email/telephone. Incidents are securely logged, tracked, given a unique case reference and escalated by severity, and LLS shares correspondence/updates and corrective actions with the PA through routine Contract Manager meetings
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Free access to all languages Audio and Video for a period up to 2 weeks dependant on volume & requirements

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 12%
• Between £2,500,001 and £5,000,000: 15%
• Over £5,000,001: 20%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: SGS United Kingdom Limited
• ISO/IEC 27001 accreditation date: Friday 13 September 2019
• What the ISO/IEC 27001 doesn’t cover: Certificate does not cover: (1) client environments - Calls initiated through the LanguageLine App can be from customers own networks and devices; (2) The spoken content of interpretation sessions - Calls are encrypted and not recorded, and the information spoken during the call is not retained in our systems; only limited billing metadata (date/time, language, duration) is retained; (3) Independent assurance of third-party platforms used in service delivery (e.g. AWS) are beyond the controls LanguageLine manages, these providers are separate entities and have their own assurance programs; (4) any services, business units, or environments not explicitly named in the certificate scope statement (for example, out-of-scope product lines, pilots, or non-production tools). Customers do not have logins to these PaaS environments; LanguageLine manages logical access and call flows. In short: ISO 27001 certifies our ISMS for the defined scope; it is not a blanket certification of all locations, vendors, or customer-side systems.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: SGS United Kingdom Limited
• ISO 9001 accreditation date: Wednesday 18 June 2014
• What the ISO 9001 doesn’t cover: ISO 9001 certifies our QMS within the stated scope, it does not extend to out-of-scope services, customer environments, or third parties’ certifications.; ISO 9001 does not cover; (1) Services or business activities outside the certified scope (for example, pilots, bespoke client workflows, or newly integrated operations not yet added to the QMS scope); (2) Customer-side environments and controls (your networks, devices, telephony, staffing and procedures that connect to our services); (3) third-party suppliers’ own certifications (telecom, contact-center, or cloud providers) - ISO 9001 covers how LLS qualify and monitor suppliers, not whether they are ISO 9001-certified; (4) Information security or privacy assurance unless separately certified under an information-security standard; and (5) A guarantee of specific service outcomes beyond what is contractually agreed (ISO 9001 is a management-system standard, not a product warranty).
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Cc3020f3-cec5-4b61-9ad5-21a751deaa11
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications:
  • ISO27701 - Privacy Information Management System
  • ISO22301 - Business Continuity Management System
  • ISO17100 - Translation
  • ISO45001 - Occupational Health & Safety
  • ISO18841 - Provision of Interpreting Services
  • ISO14001 - Environmental Management Systems

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
    • Plans for positive actions with community groups.
    • Measures for making facilities used in the delivery of the contract available for community groups, education or training
    • Measures to engage users and communities and build relationships to increase community integration build trust and influence how the contract is delivered
    • Plans to respond flexibly and adapt approaches to community engagement and initiatives
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds
    • Collaborating with anchor institutions and community groups to make facilities available for education, training or community events

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort
    • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at interpretingsales@languageline.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.