Page updated on November 4, 2024
Economic Services Administration (ESA) – Create a seamless experience accessing public benefits and workload processes through a language translation solution.
The Economic Services Administration (ESA) transforms lives by empowering individuals and families to thrive. We serve many clients who live on the margin. Although most are not receiving a cash grant, they may be relying on food assistance, work-related support services, assistance with child support or medical coverage. A family crisis or change in the economy, even a small one, can force these families into situations requiring assistance, whether it’s the full support of a cash grant, help with child support or temporary assistance to avoid losing housing.
Vision
Improve the ease of access for those with limited English proficiency by creating a seamless expedited process through a language translation solution for written communication.
Key Challenge
When our eligibility system letters require translation, the eligibility worker must manually print the letter and scan it back into an electronic version for submittal to a translation service. Once the service translates the letter, the eligibility worker must manually print it and mail it to the customer.
Primary Customer/Users
- DSHS employees – for CSD: roughly 2,000 active users
- Customers seeking benefits
Desired Outcomes
- Written Translations: Real-time ability to translate incoming client documents
- Real-time ability to translate outgoing agency correspondence (letters) and send written requests to our customers through an approved translation service
- Verbal Interpreter Service: Real-time ability to interpret 2-way interaction between customer and staff using modern technology, not relying on 3-way interpreter service
Security Requirements
- A Security Design Review will be initiated before acceptance
Required Technology (Compatibility)
- Real-time translation with no delays
- ACES Online Complex (letter creation)
- Real time on-demand interpreter service for all designated ESA languages (minimum of 8). There are no known anticipated changes to language needs in the future.