Our vision
The delivery of services through the preferred supplier panel (PSP) contributes to the Queensland Government’s policy vision that Queensland Government services and information are accessible to all people who experience barriers communicating in English.
Key outcomes
To contribute towards achieving this vision, there are several outcomes sought through the PSP, relating both in terms of the management of the PSP and the quality of services provided through the PSP. These are:
- Queensland Government agencies and their clients are satisfied with services
- service quality continuously improves over time
- services provided meet the needs of government
- Queensland Government agencies participate in the PSP
- the PSP offers value for money to government
- PSP enables the sustainability of the language services workforce.
How we measure performance
Across Queensland Government, language services investment is considerable, and it is important that the services we engage are delivering desired outcomes. The following table provides a program level performance framework for measuring success of the PSP.
| Outcome | Performance indicator | Proposed measure |
|---|---|---|
Queensland Government agencies and their clients are satisfied with services
| Client satisfaction Agency (customer) satisfaction Number and nature of complaints/issues or positive feedback received Response time to address complaints and issues | Results of annual PSP satisfaction survey of customers Monitor trends in the number and nature of complaints and the resolution times |
Service quality continuously improves over time | Accuracy and completeness of interpreting and translations Compliance with agency requirements and preferences NAATI certification of interpreters Professional development and training of interpreters and translators Quality assurance assessment | Audits of interpreter assignments and translated documents Track compliance with PSP KPIs by agency Annual LSP quality assurance assessment and findings Agency funded or delivered professional development and training of interpreters and/or translators |
Services provided meet the needs of government | Volume and types of services requested and fulfilled Flexibility and responsiveness to complexity, special requests or urgent needs Agency feedback on needs being met Reduction in failure to supply | Collect and analyse data on service requests and fulfilment rates and trends, through monthly activity reporting by LSPs Annual PSP satisfaction survey of customers to assess how well their needs are being met, and any unmet needs Case studies where providers have successfully met urgent or special requests, including feedback on the response Track failure to supply by language and service type |
Queensland Government agencies participate in the PSP | Number of agencies using the PSP Frequency and volume of services procured through the PSP by agency Agency engagement and participation in governance and feedback mechanisms | Maintain and review a registry of agencies utilising the PSP Track the frequency and volume of service transactions conducted through the PSP Monitor agency participation in governance groups, surveys, and workshops |
The PSP offers value for money to government (noting service meeting government needs is already being considered) | Efficiency of service delivery (cost per service unit) Reduction in cancellations by language and service type
| Calculate the cost per unit of service delivered and track changes over time. Track cancellations including reason through LSP activity reporting and KPIs
|
PSP and greater agency involvement enables the sustainability of the language services workforce | Number of NAATI certified interpreters and translators engaged through the PSP Biennial interpreter and translator survey feedback Availability and participation in professional development and training programs Parking support provided Availability of pre-engagement orientationbriefings and post-engagement check-ins for complex and/or sensitive engagements
| Track the number of professionals who are NAATI certified Results of biennial interpreter and translator survey feedback Track provision and participation in professional development and training Track provision of free parking (agencies) and parking support (providers) Track provision of pre-engagement orientation briefings and post-engagement check-ins or other support strategies |