Interpreting and Translation Services

Debate between Lord Mann and Mark Pritchard

Thursday 20th June 2013 Westminster Hall

[John Mann (Bassetlaw) (Lab)]

In three minutes, I will summarise my concerns for the Minister and the Chamber. I used to own a large interpreting company, and I looked at this form of interpreting and whether, even on a micro scale, it was possible to break into that market. It is not, because it is not possible to manage quality control. With other forms of interpreting, a range of techniques can be used; anyone can work through what the control mechanisms on quality should be, if they know what they are about. When it comes to this form of interpreting, that is not possible. Capita—or any other large conglomerate—cannot possibly manage quality. By definition, it does not know what the quality is, because it cannot employ the people who know what the quality is. I do not have the time to go through how techniques to do that can be devised for other forms of interpreting, but that is how I grew my business, and I grew it to a very large one.

This is nonsense, regardless of Capita, and we know how bad Capita is from the shambles that it made of the miners’ compensation scheme, when, again, it did not have the managerial experience. That was something that could have been managed, in theory, but it was hopeless. Managing quality cannot be done by a large corporate of that scale; it is not simply about Capita.

Also, the real flexibility needed in providing these services involves knowing the people because, in essence, there is a trade-off—a negotiation. The employer will say, “I desperately need you tomorrow, because we suddenly have this case”—or this prisoner, or whatever else—“and you have to do it, because I have no other option. X, Y and Z are not available; you will have to cancel your hospital appointment and do it.” That trade-off in the real world, with real people, works. Trying to put a conglomerate in charge never works, and that is why, even on a small-town basis, my company decided that it was not worth approaching Government to suggest that we attempt to run part of the system and contract in the interpreters. It is not possible, aside from the other issues of whether a company is any good or not.

That is the fundamental issue that the Ministry of Justice and the Minister need to address. They do not know what they are talking about, and they have created this system. Whoever runs it, it will not work, and it cannot work. Even if it continued on a mediocre basis, quality cannot be assured—ever. That is a fundamental problem for British justice, and it is one that the Minister needs to address. [Interruption.]

[Mark Pritchard (in the Chair)]

Order. I remind the public that we do not allow clapping in Westminster Hall.