Supplier performance and quality assurance

Approach to performance management

All language service providers (LSPs) on the Queensland Government’s preferred supplier panel are required to meet ongoing performance and quality assurance obligations. These are embedded in the panel contract and help ensure consistent, safe, and high-quality language services.

Key performance indicators

LSPs performance is monitored and assessed quarterly against key indicators which are outlined in the PSP and Buyer’s Guide, available on the Queensland Government Arrangements Directory.

Activity reporting

The Queensland Government can monitor language services activity through quality activity reporting submitted by LSPs. A minimum data set is collected through bookings and reporting, covering:

• agency and client demographics
• geographic and financial data
• language and service delivery details
• other information such as sensitivity flags.

Quality assurance standards

LSPs must maintain a quality management system across key domains, including:

• governance and financial viability
• complaints and issues management
• human resources and workforce support
• cybersecurity, privacy, and confidentiality
• service delivery and booking systems
• cultural capability for First Nations and Auslan services.

LSPs complete annual self-assessments and are encouraged to pursue independent audits. These processes help ensure providers continue to meet contractual obligations and deliver services that are safe, ethical, and responsive to community needs.

Issues management and escalation

Government agencies engaging language service providers under the preferred supplier panel have access to a structured process for raising and resolving service-related issues, as outlined in 4.3 Complaints and Issues Framework.

Agency-level resolution is encouraged first

Agencies should aim to resolve complaints or service issues directly with the LSP, as they would with any other contracted provider. However, when issues are significant or unresolved, escalation pathways are available.

Monitoring, reporting and performance linkage

• The principal reviews complaints quarterly with the QGLSIC
• Verified issues from the whole-of-government issues register contribute to LSP performance assessments and are tied to their contractual key performance indicators (KPIs)
• Trends and systemic concerns inform program-level evaluation and continuous improvement

Performance oversight

The below table summarises how performance of language service providers is managed across Queensland Government agencies and Queensland Health as the principal and program manager of language services engagement.