The Challenge:
Government services are crucial to providing citizens with the support they need, but language barriers can severely hinder effective communication. Whether it's local municipalities, regional authorities, or national government bodies, citizens with limited English proficiency may face significant challenges in accessing services, understanding their rights, or even completing necessary applications. Government employees, especially those handling citizen inquiries, are often burdened with finding ad-hoc solutions - such as relying on Language Service Providers (LSPs), using outdated translation tools, or scrambling to find colleagues who speak the required language. These methods are inefficient, costly, and lead to delays in services, citizen frustration, and potential legal issues.
The User Experience:
- Employee Experience: Government employees tasked with managing multilingual calls or inquiries are often overwhelmed by the need to find solutions quickly. They may rely on third-party interpreters or take time out of their busy schedules to seek colleagues who speak the necessary language. This disruption leads to inefficiency, burnout, and diminished morale among staff, as they face an increasing workload due to language-related bottlenecks.
- Citizen Experience: Non-English-speaking citizens often struggle to navigate government services, feeling isolated or ignored. This frustration may result in abandoned service requests, incorrect submissions, or delayed responses, as these individuals are unable to effectively articulate their needs. Without an immediate solution, these citizens may also feel marginalized, leading to a lack of trust in government institutions and fear of not receiving the necessary support.
- IT Experience: IT teams within government services are constantly juggling the need to integrate telephony and communication systems with external translation services. Unfortunately, these solutions are often cumbersome and require ongoing maintenance. IT departments struggle to find solutions that fit seamlessly into existing infrastructure without adding complexity or compromising on security. Additionally, IT teams are under pressure to research and implement secure, scalable solutions that meet compliance requirements, like HIPAA, SOC2 or other national security regulations, without dedicating excessive time to troubleshooting or system fixes.
- Business (Management) Experience: Senior management in government services often doesn't fully understand the operational and financial cost of language barriers. They may underestimate how much time is lost trying to bridge communication gaps or how much frustration and inefficiency occur as a result of inadequate language resources. Without the right technology in place, government institutions may continue to rely on expensive, third-party language services, contributing to an ongoing cycle of inefficiency, wasted resources, and slow service delivery. Leadership may also struggle to see the value of investing in a solution like VerbumCall, which could streamline processes and increase productivity.
The Solution:
VerbumCall by OneMeta, offers an Over-the-Phone (OPI) AI and Machine Learning transcription and translation solution designed to improve communication across different languages and enhance patient care, in over 120 languages and dialects available 24X7. It ensures all communication is documented for compliance purposes and leverages cutting-edge AI technology to support real-time communication with no delays. Additionally, VerbumCall is HIPAA, SOC 2, and ISO 27001 compliant, making it a secure choice for government institutions dealing with sensitive citizen data.
- Near Real-Time: VerbumCall enables government employees to communicate instantly with citizens in their native languages, ensuring that appointments, inquiries, and public services are efficiently managed, regardless of language.
- Automated Transcription: With every interaction, VerbumCall automatically transcribes conversations, providing a reliable record of communication for documentation, training, and legal compliance purposes.
- Multilingual Access: VerbumCall supports over 120 languages and dialects, enabling seamless communication with a diverse range of citizens, including those speaking Spanish, French, Russian, Arabic, and more.
- Data-Driven Insights: Transcribed conversations can be analyzed to track service quality, identify areas for improvement, and refine employee training efforts.
Real-World Impact:
By implementing VerbumCall, government agencies can enhance service delivery and accessibility. The solution will eliminate the need for external language services, reduce operational inefficiencies, and improve citizen engagement. Near real-Time and transcription will allow staff to focus on providing essential services rather than managing language barriers, resulting in faster response times and better public satisfaction. Additionally, the ability to analyse transcribed data will drive continuous improvements in government service offerings.
Business Outcomes:
By adopting VerbumCall, government services can expect the following outcomes:
- Improved Employee Efficiency: Government employees will save time by not needing to seek out translators or find colleagues to assist with language barriers.
- Enhanced Citizen Experience: Citizens will feel valued and heard, leading to higher satisfaction rates and trust in government institutions.
- Cost Savings: Reduced reliance on third-party Language Service Providers (LSPs) and manual interpretation.
- Better Compliance: VerbumCall ensures compliance with SOC2, HIPAA, and other national security regulations through secure transcription and translation.
- Increased Operational Efficiency: Near real-time transcription and translation streamline government service workflows, saving time and resources.
- Higher Citizen Retention: Improved communication leads to higher engagement and fewer service drop-offs from non-English-speaking citizens.
Business Value:
- Cost Savings: Reduced reliance on external language service providers, cutting down on operational costs.
- Increased Productivity: Government employees can handle more inquiries and serve more citizens with less frustration.
- Improved Compliance: VerbumCall helps maintain compliance with data protection regulations, minimizing risk.
- Scalability: Easily scales as the government organization grows, adapting to increasing volumes and additional languages.
- Improved Public Service: Ensures citizens receive clear and timely service, improving public health, safety, and overall well-being.
Next Steps:
- Sign up for a one-week pilot to experience VerbumCall’s near real-time and transcription capabilities in action.
- Assess the real-world effectiveness of the solution and the ease of integration into existing systems and workflows.
- Provide feedback on the first phase to fine-tune the solution and prepare for a broader deployment.
By partnering with OneMeta, government services can eliminate language barriers, reduce operational costs, and enhance both employee and citizen satisfaction. VerbumCall ensures effective communication across language differences, improving public service outcomes while providing a cost-effective solution for the diverse needs of citizens.
Let’s take the next step toward improving communication and service delivery for all citizens. Register today for a free pilot and see how VerbumCall can transform your service operations.