SE Valley Times

The Chandler City Council has approved a one-year contract with TranslateLive, LLC for multi-language translation technology services and support. This initiative aims to facilitate real-time, on-demand conversations in over 200 languages and dialects, both in-person and remotely.

As part of the agreement, 20 desktop devices will be placed in high-traffic areas such as the City Clerk's Office, Chandler Municipal Court, Municipal Utilities, Libraries, and Police Records. Additionally, five portable devices will be used by city staff to assist residents directly within the community.

In September 2023, Chandler initiated a six-month pilot program to evaluate instant language translation devices' effectiveness in removing communication barriers and enhancing customer service. The average interaction during this period lasted four minutes. Four devices were shared among ten city departments and divisions during the pilot phase, facilitating 560 interactions. Spanish was the most frequently used language during these interactions, accounting for over half of them.

English was the second most commonly used language, with many residents utilizing the device’s talk-to-text feature to aid those with hearing disabilities. There were only two interactions involving American Sign Language (ASL). With permanent device placement planned, efforts will continue to promote this service to those who could benefit from it. The devices also offer customizable options like font color and size adjustments to support low-vision and colorblind users.

The contract amount is capped at $85,000 with an option for up to four one-year extensions. The funding covers the devices and necessary accessories needed for city staff to provide uninterrupted service to residents. These tools have proven effective in enabling direct engagement between city staff and residents regardless of language or disability status. Ongoing data collection on resident interactions will help assess impact and identify further improvements in communication with Chandler's community.

This project results from collaboration between Chandler’s Diversity, Equity & Inclusion Division and the Information Technology Department.