A Heriot-Watt University team from the Centre for Translation and Interpreting Studies in Scotland (CTISS) was commissioned by the Scottish Executive to review practice in relation to the provision of translating, interpreting and communication support (TICS) within the public services in Scotland in 2004. This paper introduces the research project, which was the first to gather actual evidence to support hitherto local impressions or anecdotal views and to take account of the full range of possible TICS needs and provision across all languages. The primary objective of the project was to study TICS provision from the perspective of two of the three participants in the communication triad: the TICS providers and the public sector bodies (PSBs). The paper outlines some of the findings of a comprehensive study of TICS providers in Scotland. It also presents a brief review of findings from the study of a sample of PSBs, at both grassroots and policy levels, in a variety of types of area across Scotland and in a range of sectors. It concludes with the presentation of a model based on the recommendations that emerged from the research project and which could provide a coherent plan for future developments in TICS.