Translation Services: Innovation in Translation Workflow, Tools and

Nirupama Deshpande

Translation Workflow, Tools and Processes

Fast Facts About Kaiser Permanente

• Founded in 1945 Founded in 1945 • Headquartered in Oakland, California • ~ 8 7 million members (6 8 million in CA)• ~ 8.7 million members (6.8 million in CA)• ~170,000 employees

16 000 physicians • ~16,000 physicians • 37 hospitals • 611 medical office buildings

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What drives translation of documents?

• Written Language Preference Needs of our MembershipMembership

• State & Federal Regulations protecting the rights of Limited English Proficient individuals to of Limited English Proficient individuals to Language Access.

• Certain vital documents are translated reactively Certain vital documents are translated reactively based on member request & and also proactively based on the membership / p y pdemographics in a certain area.

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California Member Language Preferences

Written Language Preference: All Languages

Written Language Preference: Non-English Only All Languages Non English Only

SPANISH CHINESE VIETNAMESE TAGALOG RUSSIAN KOREAN PUNJABI HINDIENGLISH OTHER

13%

4% 2% 1% 1% 1% 1%9%

Spanish 73%77%91%

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Translation...the old way

• "I need to get this translated into S i h!"Spanish!"

• "Does someone on my staff speak Spanish? Can they translate it?"

• "How about my interpretation vendor - can y pthey translate it?"

• "It's going to cost HOW much??"It s going to cost HOW much??

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The Perfect Storm

• Increasing regulatory attention to translation of documents

• Increasing demand for translated materialsmaterials

• Increasing need to maximize efficiency and create standards for translationand create standards for translation

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Translation infrastructure Objectives

• Standardizing use of preferred pool of translation vendors for performing translationstranslation vendors for performing translations

• Discouraging use of non-qualified/non contracted resources for performing translationscontracted resources for performing translations

• Not paying for the same content to get translated over and over again and paying translated over and over again and paying different prices for the same service

• Not confusing members by saying one thing in Not confusing members by saying one thing in different ways (and not knowing it)

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What we needed to get started?

• A process to recruit, qualify, choose and manage professionally competent qualified professionally competent qualified translators/agencies who can translate medical content

• Tools & Resources to aid the translation and quality control processes during translation

• A process to reutilize content, for quality assurance, consistency and savings over time.

• Communication & promotion of these quality standards to drive consistency & efficiency in translationstranslations

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Recruitment of qualified resources for performing Translations

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Qualifying Translation Vendors

The KP Stakeholder team embarked on a Request for Proposals (RFP) process to identify & qualify preferred vendors to complete the required t l ti Thi i t d 2 3 t f h th

Identified endors thro gh internal stakeholders and ind str research

translations. This process is executed every 2-3 years, to refresh the pool of preferred vendors

• Identified vendors through internal stakeholders and industry research• RFP included extensive questions on quality assurance, customer service,

healthcare experience, etc. Each RFP completed three rounds of screening:1 t d S d f RFP 1st round: Scored paper screen of RFP

2nd round: Review of submitted sample translation 3rd round: In person meeting with vendors Finalize vendors for contractual agreement and initiate contracting

process On contract execution, orient vendors on KP Translation tools &

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processes

Translation infrastructure Quality Q yWorkflows, Tools & Resources

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Language Glossaries

Purpose:• To provide appropriate definitions and translations for the • To provide appropriate definitions and translations for the

terminology used in the Kaiser Permanente context. • To help promote consistency of terminologies across

translated documents, provide better understanding of the terminologies to the translators and at the same time enhance reader understandingenhance reader understanding.

• Glossary formats: excel & online• Glossaries can be accessed online via KP intranet

• Languages: Glossaries available in 8 languages • Updates: Glossaries are updated periodically to include new

terms from newer translation projectsterms from newer translation projects

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Terminology Database

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Language Style Guides

Purpose:• To give guidance on language usage and establish a • To give guidance on language usage and establish a

standard for clear and consistent translation. • To give translators standard linguistic guidelines, which g g g ,

highlight the conventions and linguistic issues related to the translation of Kaiser Permanente documents, e.g. use of formal vs informal toneformal vs. informal tone.

• Style Guide format: PDF• Includes: Kaiser Permanente Brand Voice Guidelines, Target , g

Language Stylistic Guidelines & Reading level of translated documents

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Quality monitoring Tools & Resources

Tools & Resources: KP editors, KP quality metrics checklistPurpose:Purpose:• To improve the quality and consistency of linguistic and

translation evaluations and enhance evaluation capacity t t d t ifi l ti t k d h targeted to specific evaluation tasks and approaches.

• Also used for auditing Translation vendor translations annually by KP editorsannually by KP editors.

• Format of checklist: excel• Includes classification of errors in the minor, major &

critical categories based on risk & safety to patient care. Translation errors in the categories of accuracy, style, grammar inconsistent terminology meaning can be

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grammar, inconsistent terminology, meaning can be classified as minor, major or critical

Translation request Form

Purpose:To collect and summarize all necessary information required • To collect and summarize all necessary information required before starting any translation work

• Captures prerequisites required for generating a price quotep p q q g g p q• Format: Word & online

• A quote request can be initiated with the preferred vendors by completion and submission of the online form

• Includes information about desired languages, turnaround time, delivery format invoicing information Vendor choice etcdelivery format, invoicing information, Vendor choice etc.

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Online Translation request form

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Translation Memory

Purpose:• To allow translators to leverage previous translations. g p

Translation memory is a tool built around a database that "remembers" what the translator has translated before, and uses that knowledge to help the translator translate future textthat knowledge to help the translator translate future text.

• To promote consistency in translation by offering leverage from it's resource pool of past translations, makes translations faster and 80% more cost efficient, and thus helps accelerate the overall translation process.

• Format: tmx/ txt • Format: .tmx/.txt. • Available in multiple languages. Every language TM is attributed• Shared within the preferred vendor framework for maximum

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Shared within the preferred vendor framework for maximum leverage and access to pre-translated content

Translation Services Document Workflow- High level

OPTIONALKP Requester: Use

Translation Services to

c. Vendor : Quote Proposal for approval and returns to initiate

d. Vendor: Complete Translation of

documents using KP t l

a. KP Requester: Initiate Document Translation

initiate Translation request

translation request tools

f. Vendor: Incorporate editor feedback and

produce final d li bl d I i

request

OPTIONALe. KP Requester: Coordinate third party

h. KP Requester submits payment to

vendordeliverable and Invoice review of translations

g. Vendor: Updateg. Vendor: Update Project Translation

Memory and Glossary

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Translation Services Workflow: Detail

Step What You Need To Do

A. Requester sends source documents to the • Submit project details to translation vendor using qTranslation Vendor/or to Translation Services at Translation.Services@kp.org with project details on expected delivery formats, mode of delivery, expected turnaround time, and requested languages OR Alternatively requester can also

p j gTranslation Request Form* or via email.

• Documents with member specific information are email encrypted or transferred to the vendor via a secured FTP (SFTP) server.

languages. OR Alternatively requester can also submit Translation request to the translation vendor using the Translation Services online request form

B. Vendor reviews request and provides Quote Proposal for approval. Requester must return proposal to initiate translation

• Review the Quote Proposal from the vendor and approve or amend as needed.

C. Vendor completes translation using KP glossary, translation memory and style guides

• Be available to address questions from the Translation vendor, if needed.

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Requesting Translation of documents Detailed approach (cont'd)

Step What You Need To Do

D. Requester may coordinate review of translation with third party editors instructed to use KP Editing Checklist *

• Dept requestor should notify vendors at the start of project if requestor will be conducting an additional linguistic review apart from the one done at the vendor end.

• Be available to review or consult with reviewers on the completed translation.

E. Vendor incorporates feedback and sends final deliverables and invoice to the Requester for

• Publish and archive final deliverable. • Manage payment of final invoice(s).

appropriate publishing, processing and archiving. Vendor updates Project Translation Memory and Glossary

g p y ( )

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Communicate standards and processes (again, differently and again)

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Promotion of Translation Services

• Translation Services information is broadly i t d d i il bl f i k KP communicated and is available for quick access on KP

intranet.• Regional Staff presents Benefits of a Centralized Regional Staff presents Benefits of a Centralized

Translation Infrastructure at peer group & leader meetings.

• We share ROI data with the medical centers and KP stakeholders to confirm leverage on existing translationstranslations

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Translations accomplished and savings

• Translation infrastructure and vendor network is used by multiple KP depts. and Kaiser Permanente facilities multiple KP depts. and Kaiser Permanente facilities statewide and outside of state including and not limited to Health Plan Departments

• We process more than 5,000 translation jobs annually ranging anywhere from 500 words to 500,000 words th h f d d t k d t l ti through our preferred vendor network and translation infrastructureIn 2012 we recorded 100K+ savings by using the translation • In 2012 we recorded 100K+ savings by using the translation infrastructure tools and preferred vendor network.

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What Have We Learned so far?

• Translation is a specialized skill• Quality standards are not assumedQuality standards are not assumed• Infrastructure tools keep everyone on the

same pagesame page• Pricing must be transparent

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