SIS is committed to providing services of exceptionally high quality as outlined in the SIS Quality Statement and detailed in the SIS Quality Assurance Policy.

External Verification

SIS uses externally verified quality marks to ensure a thorough evaluation of our services is conducted regularly and that we meet national standards for quality in all areas of work.

• Customer Service Excellence In 2009 SIS became one of the first Community and Voluntary Sector organisations to secure the cabinet office quality standard .  We have now held this quality mark for 10 years.

“There are excellent partnering arrangements base on SIS’s philosophy of treating partners as customers.  Working with partners has enabled SIS to engage considerably with wider communities on emotive issues and has helped raise people’s awareness and understanding of these issues.”  CSE Assessor Feb 2016

• Investing in Volunteers SIS achieved this quality mark in 2017 to ensure that volunteers, who are essential to our service delivery and give their time freely to the organisation, are equally valued to paid staff

“All volunteers interviewed felt valued and appreciated by the organisation.  Volunteers themselves clearly gained a great deal from their involvement, “we help others, but also help ourselves; it’s esteem building”, “I can see the difference I make, it really changes someone’s life” and “it’s a stepping stone to see if I want to be an interpreter, at the same time I’m helping people and making new friends as I’m quite new to the area”.” IiV Assessors Report

Positive Feedback

SIS also receives unsolicited positive feedback mainly from the Public Service Providers using SIS.

We collate and monitor the feedback on a quarterly basis, this is used internally to motivate staff, particularly the linguists who perform autonomously and receive little feedback about the quality of their work.

2022 – 2023  (PDF)

2021 – 2022 (PDF)

2020 – 2021 (PDF)

2019 – 2020  (PDF)

Complaints

• SIS aims to have an organisational culture in which complaints are encouraged and welcomed.  An effective complaints policy and procedure ensures that SIS has the opportunity to put things right for an individual who has received poor service, and so that SIS can learn from its mistakes and improve the accessibility, delivery and the quality of services provided.
• We have completed and updated an Audit of Complaints in order to identify patterns and use this information to improve services.