COVID-19 Updates

 

September 8th 2020

Re-imagining working at Capita Translation and Interpreting

How will our work experience and culture change if 75% of our workforce is regularly working from home?

I have been engaging with our employees, partners and customers during the past few months, as we saw our life-changing due to the Pandemic, to help us create a vision of what our work environment will be moving forward.
As part of this process, I wanted to share with you some of my initial thoughts and vision around some of the main topics in which we are working to evaluate and define our strategy moving forward.

Offices
I believe offices will play an important role in our business, as we define new ways of using physical spaces to better interact, ensure business continuity and offer the opportunity to our employees to engage.
I see the new office environment as an added benefit to our colleagues and not a mandatory workplace.
Our headquarters in Manchester have been remodelled to allow for more collaboration areas, flexible desks and a COVID-19 safe environment.
We aim to have several remote, smaller office hubs, replicating what we have in New York and London. This will allow us to replicate the models and concepts we are looking to implement in our HQ across other locations close to our employees.
Our employees will continue going into an office regularly, but most of us will be using the space primarily for:
– Meeting colleagues
– A day working in the office
– Collaboration
– As an emergency back up in case we can’t work from home
– To receive customers and partners

Working Patterns
As we embrace remote working and the opportunities of balancing better both our preferences as individuals and the business needs, we will have an opportunity to evaluate and agree multiple working patterns.
This will help both adjusting to challenges like home schooling or working preferences for the employee, but also to support our global services across multiple time zones.

Social
I want to make sure every colleague can participate in social events that will help us get to know each other a bit better, make friends and enjoy working for Capita TI.
Of course, with a global and highly remote workforce, we need to look at both on-line and on-premise opportunities to engage.
There are things that a video conference will not be able to replace, and for some of you it will be easier to find ways to meet, but we also have staff who will be working hundreds, if not thousands, of miles from the nearest colleague.
Finding ways to close that gap will be a priority for our management team moving forward and we will support our “Social Club” with new guidance and resources to get ideas on the table, like the already successful @Quiz, @Yoga classes or Local meet ups.
We don’t want to forget about our valued linguists, and we will take this opportunity to open our doors to them and get them also involved in our social events.

Engagement
Defining how we engage with our ecosystem is going to be a critical success factor in the coming years. We need to set some guidelines around how we can talk to our customers, our colleagues, partners, the market and in general our environment.
We need to understand:
– The channels: what are the best ways to engage with each other, both on-premise and on-line. The use of collaboration tools, Yammer and other social media platforms, public spaces, office spaces, etc.
– The expected behaviour: what will be expected from us as a business, a colleague, a manager, a supplier or a buyer when it comes to engaging with each other. Do we touch base daily, how do we replace the coffee conversation now we’re not in the office, for example?
I will be working with the team to set out some simple guidelines and best practices across the business to make sure we have a common denominator on our engagement and no-one feels left behind or losing out in the new model.

Training
Although we do have a good number of training options on-line and now a days most of our training is also recorded, this becomes even more important for inductions and new colleagues who may not have the opportunity to engage in on-premise training.
We will be looking to issue clear guidelines around how we need to facilitate training for each team and promote a central location for all of our training (on-line or on-premise recorded) produced by the different departments.

Mentoring
In a remote-based global organisation we are going to need to put extra effort into ensuring our colleagues receive mentoring from those with more experience or those who have been in the business longer, as well as from their line managers.
In conjunction with our Engagement actions, I want to drive the opportunity for colleagues to spend some time with other members of the business who can contribute to their progression and support their growth.
We will be extending our Mentors group and asking for more volunteers to join and support other colleagues.

Collaboration and Innovation
Also aligned with our Engagement actions, I want to make sure that we allow for room to collaborate across teams and find opportunities to discuss common goals and challenges.
We must identify the right channel and the facilitation models to drive the interaction among different teams and market stakeholders.
This collaboration will surely present us with opportunities to innovate, improving our services but also improving our working environment.

Team culture
All of the actions and plans we want to put in place are geared toward ensuring that we continue building and maturing our company culture. We want to ensure that, no matter whether you are working from home somewhere in the UK or in China or in an office in India or New York, we can all share our values and enjoy working together.

Management
As managers, we also recognise the challenges that this model will bring to us and how we will all have to re-educate ourselves.
I will be working with the management team to make sure that they receive the support and guidance to adapt and to support you as well as continue ensuring the performance of their areas.

Our goal from now until the end of the year is to build the necessary components of this model and work with everyone to make sure that we have an inclusive global connected organisation.

Please keep safe and always count on us.

Antonio Tejada
Managing Director

 


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April 16th 2020

We have created this multilingual ‘Wash Your Hands’ poster for you to download, print and use around your business.

The languages covered are:

  • Albanian
  • Arabic
  • Bengali
  • Chinese Mandarin
  • Czech
  • Dutch
  • Farsi
  • French
  • German
  • Greek
  • Gujarati
  • Italian
  • Kurdish
  • Latvian
  • Lithuanian
  • Polish
  • Portuguese
  • Punjabi
  • Romanian
  • Russian
  • Slovak
  • Somali
  • Sorani
  • Spanish
  • Thai
  • Turkish
  • Urdu
  • Vietnamese
    Wash your hands poster Capita TI scaled - COVID-19 Updates

 
Download the Wash Your Hands Poster

 


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April 6th 2020

Dear Customers, Colleagues and Partners,

Following my message from the 18th of March, I would like to give you an update on how our business continues to respond to the challenges and new requirements of this unprecedented COVID-19 Pandemic.

Our workforce, who continue working from home across the UK, the US, India, Europe and Asia, are keeping well and safe. We have now activated additional measures to ensure the wellbeing of our staff by setting up daily team calls, additional health and safety assessments for working from home and a dedicated COVID-19 intranet site to allow us to cascade relevant guidance and support to our teams in a structured manner.

We review our Business Continuity Plans weekly to address the impact of any changes in our business requirements or external factors that may affect us or our customers. Our COVID-19 Management Task Force meet weekly to review our risk register and evaluate our plans to mitigate any risks arising from the ever-changing pandemic scenario.

I am confident that we can work together to get through the impact of this pandemic. The work we are doing will address both the immediate issues and, most importantly, set the foundations for what will surely be different ways of working which will emerge as a result of this crisis.

We are focusing part of our efforts on looking forward and making sure every step we take now represents an opportunity to improve our services for the future, support our partners and staff, making sure our business remains sustainable.

Here are some examples of the work we have done since I last wrote to you:

  • We have now on boarded more than 200 new interpreters to our LiveLINK platform who were traditionally working in face to face assignments for our Police and Healthcare customers.
  • The new SmartMATE Instant Quote feature is now available, providing our customers with automated cost and time estimations directly in the platform as they upload new content to translate.
  • We successfully carried out our ISO 27001 Information Security audit remotely with everyone involved working from home, thanks to the support of our Information Security Workgroup and our auditors SGS.
  • We deployed our LiveLINK video interpreting solution to respond to Covid19 in one of the largest NHS hospitals in the UK.
  • We have been trusted to support central government with key training and communications both in the UK and overseas.
  • We have introduced improved workflows and innovative technology to help our customers addressing the new challenges brought to their business by Covid-19, such as Machine Translation to support the increased multilingual customer support demand in areas such as webchats, email and social media.

As are many businesses across the world, we monitor the situation and continue taking the required actions to ensure continuity and sustainability of our business and services and want to thank all of our customers, staff and partners for their support.

Please keep safe and always count on us.

Antonio Tejada
Managing Director

 


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March 18th 2020

Dear Customers, Colleagues and Partners,

As we now enter a new stage of the COVID-19 Pandemic and most countries are facing very challenging health, social and economic scenarios, we want to share with you what Capita Translation and Interpreting Ltd is doing as a business to support our staff, help our partners and guarantee service to our customers.

We believe our role is critical in supporting the wellbeing of thousands of people with language barriers, guaranteeing the safety of our neighbours and facilitating economic growth and sustainability for over 1,000 businesses.

We are prepared
✓ Our Business Continuity Plans and operational procedures ensure that we can deliver on our commitment to our customers, underpinned by a deep understanding of the risks and liabilities involved in delivering such services and the duty to safeguard the wellbeing of our staff and partners.

✓ Our operational model is based on a highly flexible workforce, combined with a secure and reliable set of systems, which allows us to fully utilise remote working.

✓ We have designed a comprehensive set of tools, training and processes to ensure our customer teams continue delivering on our commitments. It is what we call our “Customer Handbooks” and they are a key part of our service delivery platform.

✓ Our Risk and Compliance team continues monitoring the development of the pandemic and identifying mitigations for any new risks arising from it.

We understand our role
✓ Our healthcare and law enforcement customers are depending on us to manage communications with a large population, who don’t speak English and currently they need our help more than ever.
✓ Our corporate customers are dealing with a very difficult market environment. Communicating with their customers and employees timely and efficiently is critical to their business.
✓ Our workforce needs support and re-assurance in this difficult time


30,000 Interpreting cases per month supporting Police Forces, Healthcare providers, NGOs and Local Governments both face to face and via LiveLINK remote interpreting

6,500 linguists working with us regularly

Over 1,000 Translation projects per month are delivered on time to our customers, managing millions of words in 140 different languages


Our services are fully operational, with a workforce now fully home based, technology that supports remote access to our employees, partners and customers and a resilient infrastructure, together with a sustainable financial position.

I am confident Capita Translation and Interpreting is ready to play its role in the coming months and we will all be doing as much as we can to help our customers, employees, partners and the community to overcome the effects of COVID-19.

Please keep safe and always count on us.

Antonio Tejada
Managing Director

Download the COVID-19 Update Letter


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