Capita TI only gets paid for completed bookings, so if it cannot supply an interpreter, it does not get paid. The Ministry of Justice manages service delivery and performance through a number of methods and remedies open to it under the contract. The Ministry is continually working with the supplier to improve performance delivery standards.
If performance in a particular month falls below that stated in the contract (98%) success rate, the department receives a monetary credit from Capita TI. Service Credits can be imposed on Capita TI in line with the terms of the contract. The Service Credits are calculated at the end of each financial year and not monthly and from the beginning of the contract. In January 2012 till March 2014 the total amount of services credits are as below:
The service credit amounts for Jan 2012 – March 2014
The interpreting contract was introduced to tackle the inefficiencies and inconsistencies in the previous system. The contract has delivered significant improvements so far and we now have a system that is robust, sustainable and able to deliver a quality service at an affordable level. As a result of the contract, we have spent £27m less in the first two years it has been running, and it continues to reduce the burden on taxpayers.