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In our ongoing effort to better serve you, we have gathered in this FAQ section the answers to your most frequently asked questions. They are organized by category to help you find your answer more easily.
Do not hesitate to ask us any question about your translation needs that we might not have covered. We will be glad to provide you with the answer.
This section of the FAQ is dedicated to the Translation Request On-Line Order Form. The different components should help you find the answer you are looking for.
General information
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uestion
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Who can use the On-Line Order Form?
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nswer
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All our clients in the federal government can use the initial version of the On-Line Order Form. We are considering launching the On-Line Order Form on the Internet so that all our clients, including those in the private sector, will be able to access it. |
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uestion
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Why use the On-Line Order Form? What are its advantages?
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nswer
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The On-Line Order Form is simple, quick and convenient to use. It offers a number of advantages compared to the other means of transmitting a request.
Simple
All you need is a Web browser and the URL of the
On-Line Ordering System.
Quick
All basic information is archived in templates, thereby reducing the time needed to complete a request. The use of templates eliminates typing mistakes. The Translation Bureau immediately receives service requests when the On-Line Order Form is used. There is no delay, as with the mail or a messenger.
Convenient
The On-Line Order Form eliminates the transmission problems that sometimes arise with e-mail and fax. The documents to be handled and any reference documents are downloaded directly to the On-Line Ordering System server, and there is virtually no limit on the size of the files. The On-Line Order Form is accessible at all times. When you complete a request using the On-Line Order Form, you can check the status of the request or modify your request on-line.
All requests completed using the On-Line Order Form are stored in the system's memory and can be consulted on-line by the user.
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uestion
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Can I order services directly using the On-Line Order Form, or must I go through a co-ordinator in my department?
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nswer
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The system allows either approach to be used. If you are already ordering services directly from the Translation Bureau, you can now use the On-Line Order Form. If your department requires you to go through a co-ordinator, you will have to follow established procedures to order translation services. The On-Line Order Form does not change your department's procedures. |
Access to the electronic form
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uestion
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Is there an alternative if we don't have access to GENet or if GENet is down?
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nswer
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If you do not have access to GENet or if GENet is down, you can continue to use the paper, Word, WordPerfect and in-house forms. Naturally, these forms do not offer the new features or the advantages of the On-Line Order Form. |
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uestion
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Can I continue to use the paper, Word, WordPerfect and in-house forms?
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nswer
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Yes, you can continue to use the other forms. Naturally, these forms do not offer the new features or the advantages of the On-Line Order Form. |
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uestion
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Do I need special training to use the On-Line Order Form?
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nswer
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No, you do not need special training to use the On-Line Order Form. The On-Line Order Form is simple to use and does not take long to complete.
However, if you do need assistance, you can consult the on-line help or your service point. You can also contact Client Services at 819-997-3300. |
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uestion
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How can I access the On-Line Order Form?
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nswer
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To access the new On-Line Order Form, you need a Web browser and the URL of the On-Line Ordering System. The first time you visit our Web site, you can register, obtain your user code and create a request. Everything is done quickly on-line.
If you do need assistance, however, you can consult the on-line help or your service point. If you still have problems, contact Client Services by email or at 819-997-3300. |
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uestion
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What fields must I fill in when I register, and where can I get this information?
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nswer
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In order for us to properly process your request and provide better service, you must provide some essential information. All the mandatory fields are marked with a red asterisk on the screen. These include the FIS codes (IS reference code and IS organization code) and client account number.
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uestion
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Where can I obtain our Client Account Number?
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nswer
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Your section's translation co-ordinator will no doubt have this information. If you do not have a client account number, please call Client Services at 819-997-3300.
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uestion
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Where can I obtain our IS Organization Code and IS Reference Code?
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nswer
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These financial codes can usually be obtained from your organization's FIS (Financial Information Strategy) implementation representative.
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uestion
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Can this form be added to our bank of forms?
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nswer
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This form cannot be added to your bank of forms. The On-Line Order Form is part of an on-line ordering system offering several new features that are available on-line only. Please note that you can create templates where all the basic information is already filled in. The templates are saved on-line and can be re-used over and over. |
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uestion
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Will a shortcut be available to access the form?
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nswer
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We recommend that you bookmark the On-Line Order Form address for quick and easy access. |
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uestion
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Can I send an order outside regular working hours and, if so, when will it be processed?
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nswer
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Yes. The On-Line Order Form is accessible at all times. Outside regular working hours, you can create a request using the On-Line Order Form and send it to us. The request will be forwarded immediately to the service point associated with your client account, and you will receive an acknowledgment by e-mail. The request will be processed as soon as the service point receiving the request opens. |
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uestion (NEW) |
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Can I send an order to have a document translated and delivered outside regular business hours? |
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Yes. The On-Line Order Form is accessible at all times. However, in order for your request to be processed and your document to be translated and delivered outside regular business hours, you must call the After-Hours Emergency Service (SAH) at 613-282-7050. |
Creating or Modifying a request
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uestion
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Can I send several lengthy, complicated documents with the On-Line Order Form?
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nswer
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Yes. The On-Line Order Form uses FTP (File Transfer Protocol) to transfer files. This protocol sets virtually no limits on the number, volume or complexity of documents. |
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uestion
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What services can I order using the On-Line Order Form?
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nswer
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You can order all our translation and linguistic services using the On-Line Order Form. For more information on these products and services, please contact us by email at bureau@pwgsc.gc.ca or by telephone at 819-997-3300. |
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uestion
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Can I order several products and services on the same request?
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nswer
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A request can cover only one product or service at a time. Each request will have its own number; this allows you to keep track of your costs per product or service.
We recommend that you save the first request as a template and re-use the template, changing the product or service as appropriate. You will then be able to submit several requests in very little time.
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uestion
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Can I order a translation service in foreign languages as well as the official languages on the same request?
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nswer
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A request can cover only one language combination at a time. Each request will have its own number; this allows you to keep track of your costs per service.
We recommend that you save the first request as a template and re-use the template, changing the language combinations as appropriate. You will then be able to submit several requests in very little time.
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uestion
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What security classifications are allowed when documents are sent with the On-Line Order Form and how can I submit an order if I have to send a document with a higher security classification than the On-Line Order Form will allow?
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nswer
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The On-Line Order Form can be used for any request, but only unclassified and Protected A texts can be downloaded to the Web server. For texts with a high security classification, you can submit your order using the On-Line Order Form and send the text by a secure means such as a secure fax, a messenger service or personal delivery. You must indicate the means of transmission on the On-Line Order Form and be sure to mark either your reference number or the Bureau's reference number on your documents.
We are considering allowing texts with a high security lassification to be downloaded in a later version of the On-Line Order Form.
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uestion
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Can I use the On-Line Order Form to request the services of a dedicated or an on-site translator?
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nswer
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It will not be possible, with the initial version of the On-Line Order Form, to request the services of a specific translator. We are considering offering this service in a later version of the On-Line Order Form.
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uestion
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Where on the On-Line Order Form can I indicate my specific requirements?
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nswer
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The On-Line Order Form contains a field entitled "Special instructions"
where any specific requirements can be indicated. |
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uestion
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Can I print out a copy of my electronic request?
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nswer
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Yes, it is possible to print out a copy of the request. However, a request created using the On-Line Order Form is kept on-line and you can consult it at any time. |
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uestion
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Can I send a copy of my request to my departmental co-ordinator?
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nswer
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With the initial version of the On-Line Order Form, you cannot send the request created using the On-Line Order Form directly to your departmental co-ordinator. It is possible to print out the request and send a hard copy by fax, by messenger or by hand. More techno-savvy users may want to capture the screen using the "print screen" key on the keyboard and insert the image in an e-mail.
In a later version of the On-Line Order Form, departmental co-ordinators will have access to the system and will be able to consult all of their department's requests on-line.
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uestion
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Can I submit an order using the On-Line Order Form and send the text by fax?
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nswer
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Yes, you can place an order using the On-Line Order Form and send the text by fax. You must indicate the means of transmission on the form and be sure to mark either your reference number or the Bureau's reference number on your documents. |
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uestion
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Can I use a form that has already been completed to place a new order?
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nswer
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Yes, you can use a form that has already been completed to place a new order. In the "Order" menu, choose "Search." Find your old order, choose "Use this order as a template" and that's it.
You can also create the template at the outset. When you create an order using the On-Line Order Form, you have the option of saving that order as a template. The template will appear in the drop-down list on the "Order (Create)" screen. This will make it easier to use the On-Line Order Form. |
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uestion
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What is a template?
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nswer
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When you create a request, you have the option of saving that request as a template and giving it a name of your choice. When you want to submit a new order, open the template, make the necessary changes, attach the new documents to be processed and submit the new request. Everything is done in a few minutes.
It is possible to create several templates. For example, you can create one template for texts to be translated from French to English and another for translation from English to French. Or, if you have to submit requests for several sectors or people, you can create a template for each one using the applicable basic information data. Then, you only have to call up the appropriate template. In addition to saving time, you can be sure that the basic information is always correct.
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uestion
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Can I modify a request and if so, do I have to do it on-line or by telephone?
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nswer
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Yes, any request can be modified provided the completed text has not yet been delivered. The request can be modified on-line. In the "Order" menu, choose "Modify." The orders that can be modified will be listed.
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uestion
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If the document to be processed is a revised version of a previously translated document, do I need to complete a new request form?
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nswer
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Yes, a new Service Request form is required when submitting a revised document for translation. We recommend, however, that you indicate the request number of the previously translated document in the appropriate box. Also, please indicate the changes made to the original text (either by shading the revised portions, by providing pages with handwritten corrections, or by highlighting the new text with a different colour).
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Processing and Delivery
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uestion
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Can I be certain that my request will be sent to the service point that we have the agreement with?
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nswer
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As is the case now, requests will be forwarded to one of the various service points, depending on the service requested and the language combination required. The operating rules for the On-Line Ordering System, where the On-Line Order Form is found, route the request to the appropriate service point. |
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uestion
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When I place an order using the On-Line Order Form, how long will it take to receive my acknowledgment?
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nswer
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You will receive confirmation that the Translation Bureau has actually received the request. The acknowledgment, which contains the Bureau reference number, is issued immediately by e-mail.
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uestion
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How can I keep track of my order?
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nswer
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You can track your order on-line. In the "Order" menu, choose "Search." Find your order and you will see a field indicating its status. This information is available at all times.
Please note that each time an action is taken by the Bureau with respect to your order, you receive an e-mail indicating the action taken.
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uestion
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How will the documents be returned to me, and how will I retrieve them?
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nswer
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Once the documents are ready, you will receive an e-mail. To retrieve the documents, go to the On-Line Ordering System, choose "Take delivery" in the "Order" menu and then "Download all documents." We are using FTP (File Transfer Protocol) to transfer files. This protocol sets virtually no limits on the number, volume or complexity of documents.
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uestion
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Can I ask that a copy of the translated document be sent to a third person when it is delivered?
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nswer
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The initial version of the On-Line Order Form does not allow a copy of the translated document to be delivered to a third person.
In a later version of the On-Line Order Form, it will be possible to specify that a copy of the translated document be sent to one, two or three other people when it is delivered.
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How can I be certain that my request for service outside regular business hours will be sent to the service point that we deal with during working hours? |
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You must call the After-Hours Emergency Service (SAH) at 613-282-7050. The SAH has access to the translators to whom requests will be forwarded depending on the service requested, the language combination required and their availability. |
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uestion
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Will the electronic form speed up billing?
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nswer
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The initial version of the On-Line Order Form has no impact on billing. We are planning enhanced versions of the form that will speed up billing. |
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uestion
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Will the rates for my order be indicated on the request?
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nswer
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The rates for your order will not be indicated on the initial version of the On-Line Order Form. We are planning enhanced versions of the form that will specify the rates. |
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Will billing information appear on the On-Line Order Form when my order is delivered?
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Billing information is sent with the On-Line Order Form either when the text is delivered or a few days later. In the "Order" menu, choose "Search." Find your order and choose "Deliver." The billing information is displayed on this screen. |
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uestion
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If I have questions regarding my invoice, whom do I call?
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nswer
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We recommend that you discuss any questions regarding your invoice with your section's translation co-ordinator. If you still need clarifications, please contact Client Services at 819-997-3300.
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uestion
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Why is it important to include reference material with my request?
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nswer
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Including reference material with your request is important for two reasons: it can speed up the translation by helping with the translator's research, and it can help us ensure that the terminology used in your document is consistent.
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uestion
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If I know that I will have rush work to be done, should I advise the Bureau in advance? And if so, whom do I call?
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nswer
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Yes, you should advise us if you know that you will have a document to be translated in a very short period of time. This will enable us to make the necessary arrangements to handle your request. In such cases or in the case of unexpected rush work, you should call your usual contact at your point of service.
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uestion (NEW) |
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If I have a rush document to be translated and delivered outside regular business hours, whom do I call? |
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Monday to Friday, from 5:00 p.m. to 8:00 a.m., as well as on weekends and statutory holidays, you must call the After-Hours Emergency Service (SAH) at 613-282-7050 and send your document using the On-Line Order Form or by e-mail at NCR.TRA-SAH@pwgsc.gc.ca. |
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uestion
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How can I ensure that my request is processed quickly?
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nswer
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Here are a few tips to consider when submitting a request for services: (1) make sure you have completed all the information boxes on the Service Request form; (2) if you submit your document on a diskette, indicate clearly which file is to be translated; (3) attach all reference material (in the various languages available) that might help in the translator's research, such as documents used by the author to prepare the text, and include documents previously translated on the same topic, or indicate the request numbers of previous related translations; and finally, (4) provide the name of a resource person (preferably the author of the text) whom we can contact if necessary for explanations about the context or a particular passage.
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uestion
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I have a large special project to get off the ground, and it will involve translation. If I don't know the name of my client account executive, what do I do?
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nswer
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First, call your translation co-ordinator. If that person does not have the information you need, contact Client Services at 819-997-3300.
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uestion
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On average, how long does it take to have a text translated?
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nswer
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Translating a text takes almost as long as writing it. That's why we strongly advise you to build translation time into your production schedule. Also, if you have a large project or one that is being done in several stages, we recommend that you send us your work as it is ready to be translated rather than all at once. This will allow you to receive your translations sooner.
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uestion
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What is your quality assurance procedure?
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nswer
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We provide quality control at all stages of the process-we leave nothing to chance. When we take your order, we make sure we fully understand your needs. We assign the work to a skilled professional. We do the work using the latest electronic tools on the market, even during the revision process. And on top of all this, your translation comes with a quality guarantee, which stipulates that if you are not completely satisfied with the work, we will make the necessary corrections, at no cost to you.
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uestion
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Can I request that my texts always be translated by the same translator? How do I arrange for this?
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nswer
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Yes, it is possible to always have texts of the same language combination translated by the same translator, in other words, to have a "dedicated translator." This service costs a little more, however, because it is more personalized. To arrange for a dedicated translator, contact your client account executive, client services advisor or service point manager.
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uestion
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Whom do I contact for information on my translation demand for the current year so that I can find out where I'm at?
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nswer
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Your client account executive at Client Services can provide you with this information. You can reach your client account executive by telephone at 819-997-3300, by fax at 819-997-1993 or by e-mail. |
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uestion
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Does the Translation Bureau provide services in HTML?
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nswer
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Yes, the Bureau provides services in HTML, ASP, PHP, Cold Fusion, XML and more. Send us your text in its original format; we will translate it and send it back to you in the same format. We have prepared a document containing some tips on how you can help ensure that the translation of any type of text goes smoothly. |
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uestion
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Can officials with departments and agencies in the regions use the Translation Bureau's regional service points or do they have to send their texts to the service points in the NCR?
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nswer
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Regional offices of departments and agencies can use our regional service points, unless the agreement between our organizations stipulates that the work must be sent to a specific service point.
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uestion
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Can I obtain the services of a terminologist to, for example, create a glossary based on the translation of a new act?
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nswer
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Yes, it is possible to retain the services of a terminologist for such a project. There is a fee for this service. Simply contact your client account executive to be referred to the people responsible for terminology. |
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uestion
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I work for the federal government and every time I go to the Translation Bureau's site to access TERMIUM Plus® , the system asks me for an access code and password. Isn't this service free for federal government employees? |
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nswer
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Yes, TERMIUM Plus® is free for federal government employees. However, the Bureau has both an Internet site and an Extranet site, which means that there are two ways of accessing TERMIUM Plus®. Make sure you are not at the Bureau's Internet site, which is for users outside the federal public service, who have to pay to access TERMIUM Plus® . The address you should use does not contain "www"
(http://translationbureau.gc.ca). |
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uestion (NEW) |
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Does the Translation Bureau provide services outside regular business hours? |
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Yes, the Bureau provides services Monday to Friday, from 5:00 p.m. to 8:00 a.m., as well as on weekends and statutory holidays. During these periods, you must call the After-Hours Emergency Service (SAH) at 613-282-7050 and send your document using the On-Line Order Form or by e-mail at NCR.TRA-SAH@pwgsc.gc.ca. |
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uestion (NEW) |
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Can employees with departments and agencies in the regions use the After-Hours Emergency Service (SAH)? |
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nswer |
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Yes. Employees in regional offices of departments and agencies can use the After-Hours Emergency Service (SAH). They must call the After-Hours Emergency Service (SAH) at 613-282-7050 and send their document using the On-Line Order Form or by e-mail at NCR.TRA-SAH@pwgsc.gc.ca.
Note: The Internet is a public forum and electronic information can be intercepted. This is not a secure Web site. Please do not disclose unnecessary confidential information about yourself or your accounts with PWGSC. |
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