[PPT] - Translation Services: Innovation in Translation Workflow, Tools and PowerPoint Presentation

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Translation Services: Innovation in Translation Workflow, Tools and

Nirupama Deshpande

Translation Workflow, Tools and Processes

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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

Membership Membership

State & Federal Regulations protecting the rights
f Limited English Proficient individuals to
f 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 p demographics 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 HINDI

ENGLISH 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 p they 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

materials materials

Increasing need to maximize efficiency

and create standards for translation and create standards for translation

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Translation infrastructure Objectives

Standardizing use of preferred pool of

translation vendors for performing translations translation vendors for performing translations

Discouraging use of non-qualified/non

contracted resources for performing translations contracted 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 translations translations

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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

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Translation infrastructure Quality Q y Workflows, 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 understanding enhance 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 projects terms 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 tone formal 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 checklist Purpose: 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 editors annually 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

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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 quote

p 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 etc delivery 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 text that 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

verall 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

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Translation Services Document Workflow- High level

OPTIONAL KP 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 OPTIONAL

e. KP Requester:

Coordinate third party

h. KP Requester

submits payment to vendor deliverable and Invoice review of translations

g. Vendor: Update
g. Vendor: Update

Project Translation Memory and Glossary 19

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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

q Translation Vendor/or to Translation Services at Translation.Services@kp.org with project details

n expected delivery formats, mode of delivery,

expected turnaround time, and requested languages OR Alternatively requester can also p j g Translation 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
f 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
n 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 translations translations

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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 infrastructure In 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 assumed

Quality standards are not assumed

Infrastructure tools keep everyone on the

same page same page

Pricing must be transparent

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