Localize Helps LWD Expand Language Support and Improve Accessibility

The Challenge

LWD recognized the critical need to provide its services and information in multiple languages to serve the diverse population of Massachusetts. However, their existing translation process, relying on a small team of three dedicated individuals, couldn't keep up with the increasing demand for translated content across various websites, applications, and documents.

"Translations have always been a priority... LWD has a dedicated team for translation services of about three people. The problem is they couldn't keep up with the workload." ~ Anthony Fantasia, Chief Information Officer of the Executive Office of Labor and Workforce Development. 

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The Solution

To address this challenge, LWD turned to Localize, which was already used successfully within other departments of the Commonwealth. Localize's reputation and ease of implementation made it an ideal choice for LWD.

"I didn't look at any other vendors. The Commonwealth was using Localize other places. So, we just got to know the product and made sure there was something we could procure and we just went right directly for it." ~ Anthony Fantasia

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Localize's key features, such as its intuitive interface, machine translation capabilities, and human review options, streamlined LWD's translation workflow and empowered their team to efficiently manage multilingual content.

"It's very easy to implement, you set up a project, you take that little snippet of code, you give it to the developers, and next thing you know, you're collecting data, and then the ability also to have humans interact with the translation services." ~ Anthony Fantasia

The Results

Implementing Localize has enabled LWD to:

• Expand language support: Provide their services and information in a wider range of languages, improving accessibility for diverse communities. The State of Massachusetts translates content in 13 languages over dozens of projects. 
• Increase website traffic: See a significant increase in web traffic, particularly in Spanish and Portuguese, indicating improved reach and engagement with non-English speaking users.
• Reduce support calls: Experience a decrease in phone calls, suggesting that users are finding the information they need in their preferred language online.
• Enhance customer experience: Deliver a better customer experience by presenting webpages and applications in users' native languages.
• Improve efficiency: Streamline the translation process, saving time and resources for LWD's translation team. The team translated 17 documents in 13 languages, saving significant time by avoiding manual translation.

"It has reduced some of the phone calls as well... I think the best answer is just better customer experience, and better customer service, right? Because we're now able to present our webpage applications in the native language form." ~ Anthony Fantasia

Ongoing Success

LWD continues to leverage Localize for various projects, including website translation, document translation, and application localization. The platform's flexibility and support for different content types have made it an invaluable tool for LWD's ongoing efforts to provide accessible and inclusive services to the diverse population of Massachusetts.

"Having this as a core service now within [our] environment, it now becomes [an] available tool to any business agency and we're able to offer this whether it's a webpage translation, documents, etc. The capability is there now for all to use." ~ Anthony Fantasia