HomeMy WebLinkAboutCSD-19-029 - On-Demand Multi-Language Interpretation SupportREPORT TO: CommunityandInfrastructureServicesCommittee
DATE OF MEETING:September 30, 2019
SUBMITTED BY:Jana Miller, Director, Corporate Customer Service, 519-741-2200 x 7231
PREPARED BY:Jana Miller, Director, Corporate Customer Service
WARD (S) INVOLVED:AllWards
DATE OF REPORT: September 3, 2019
REPORT NO.:CSD-19-029
SUBJECT:On-Demand Multi-Language Interpretation Support
_____________________________________________________________________________________
RECOMMENDATION:
That the proposal for on-demand multi-language interpretation support at a total cost of
$101,700 ($81,700 operating/$20,000 capital) be referred tothe 2020 budget processfor
consideration.
BACKGROUND:
In March 2019, City Council received the results of a comprehensive Customer Service Review,
which included input from 3,500members of the community and 1,700staff members. One of
the 15 recommendations included in that review was to provide on-demand multi-language
interpretation support to residents. Additionally, providing on-demand support for customer
service requests inmany languages by 2020 is one of five strategic actions identified under the
‘Great Customer Service” theme within the City’s new Strategic Plan.
The introduction of on-demand language interpretation support, for telephone and in-person
inquiries, will enable staff across the organization – and in all City facilities – to ensure a more
consistent and equitable customer experience for all customers. Through a pay-per-use
platform, in less than 30 seconds, staff will be able to connect customers to an interpreter in the
language of their choice to assist them in navigating City services and information. Connecting
to an interpreter will be possible either on the telephone or, in some locations, face-to-face
througha pilot of additional technology. Interpretation services will be available 24-7.
RE
PORT:
Current State:
As the city grows, Kitchener’s population continues to become more diverse. For example,
according to the 2016 Census:
14% of Kitchener’s population (overall, nearly 32,000 Kitchener residents and 1 in 8
Waterloo Region citizens) reports speaking a language other than English home.
Citizens from homes where English is not the first language spoken are more likely to
experience language barriers when interacting with the City for services and information.
*** This information is available in accessible formats upon request. ***
Please call 519-741-2345 or TTY 1-866-969-9994 for assistance.
6 - 1
The top 10languages – other than English – spoken at home in Kitchenerby those who
are immigrantsinclude:Spanish, Arabic, Serbian, Romanian, Mandarin, Vietnamese,
Persian, Punjabi, Portuguese and Polish.
Forrecent immigrants arriving in Kitchener, the most common countries of origin are:
India, Syria, Iraq, China, Eritrea and the Philippines.
Currently, the City’s customers do notreceive consistent, on-demand interpretation support in
the language of theirchoice when it is required. Staff report using a range of methods to attempt
to provide this support to customers, the most common being: the use of staff interpreters, the
use of community members as interpreters, or requiring customers to bringor call in witha family
member or friend who caninterpret.
These methods often result in frustration anddelays for customers with language barriers
because:
Staff and community members who speak additional languages are not always available
on demand – for example they may be busy or located at another City facility – leaving
no option for interpretation support.
The City’s service levels for citizens are inconsistent. Having their interactions resolved
at first-point-of-contact – the gold standard ofgreat customer service – isn’talways
possiblefor customers with language barriers.
Customers sometimes go home without service and have to make a return appointment
– or a second phone call – to deal with their transaction so that they can ensure that they
have an interpreter (a family member or friend) with them.
The small number of additional languages spoken by staff no longer meets the diverse
language needs of the community today.
Staff Engagement
To date, there has never been anyformal tracking done ofthe volume ofcustomerrequestsfor
language interpretation support during customer interactions.With no formal data availableon
request volumes,staff from the Corporate Customer Service Division conducted interviews with
staff in 19of the City’s most popular frontline customer serviceareasto determine current need.
Service areas participating in interviews included:Bylaw, Pools,The Aud), Fire Dispatch,
Kitchener Utilities, Cemeteries, Inclusion Services, Human Resources, Corporate Contact
Centre, Office of the Mayor and Council. Interviews werealso conducted with staff that support
several City Hall service counters, including: the Information Centre(in the Rotunda), Revenue,
Legislated Services, Building, Community Services and Engineering.
Results of this staff engagement confirmed the need for interpretation support for customers with
language barriers continues to increase. Based on staff feedback, approximately 400 customer
interactions per month – across the organization – would benefit from language interpretation
support. The sixhighest-volume areas that make up the bulk of the anticipated monthly requests,
include:
*** This information is available in accessible formats upon request. ***
Please call 519-741-2345 or TTY1-866-969-9994 for assistance.
6 - 2
Service AreaEstimated Monthly use
Community Centres220 requests
(Highest volume centres include: Victoria Hills, Chandler-Mowat,
Kingsdale, Centreville Chicopee)
Bylaw30 requests
Inclusion Services30 requests
Legislated Services (Clerk’s counter)20 requests
Pools20 requests
Revenue Counter20 requests
Staff have used an estimate of 400 requests monthly to determine the potential cost of providing
multi-language interpretation support. The additional request volume – over and above the six
highest volume areas – accounts for a small amount of additional requests currently coming
through other City service areas. Additionally, it provides room for some growth once a
comprehensive public awareness campaign is launched – in the City’s top 10 languages – to
ensure that those who require the service are aware of its availability.
Recommended Approach
In 2020, staff propose introducing on-demand multi-language interpretation support for
customers consisting of two components:
On-demand telephone conferencing – providing the ability for any staff member in any
City facility(including the Corporate Contact Centre)to conference in an interpreter in the
language of the customer’s choice (200+ languages) within 30 seconds through a 1-800
number. This can be usedfor both telephone and in-person inquiries and is charged on a
per-use, per-minute basis.
On-demand “rolling interpreter”pilot – providing the ability, in fivepilot locations with the
highest volume of walk-in/in-person requestsfor interpretation, forcustomers to speak face-
to-face to an interpreter in the language of their choice. Service will be available within 30
seconds via an “iPad on wheels.”Pilotting the “rolling interpreter”option is intended to enable
theCity to standardize service consistency across channels (in this case, offering the same
level of support towalk-ins as to callers). Additionally, it will provide flexibility for customers
who would prefer to speak to someone face-to-face in their language, orforthose customers
who would prefer privacy to speak with staff and an interpreter. These units also provide an
additional level of convenience to customers who require American Sign Language. This
service is also charged on a per-use basis. A decision about the pilotbeing made permanent
– based on data reporting on theusageof the rolling units – would bemade after one year.
Toensure residents are aware this new interpretation support is available, staff will develop and
implementa comprehensive public awarenesscampaign(print, online and within facilities) – in
the City’stop 10 languages – to ensure that customers who would benefit from thissupport know
that it is available to them. Additionally, staff will develop an awareness and training plan for City
*** This information is available in accessible formats upon request. ***
Please call 519-741-2345 or TTY1-866-969-9994 for assistance.
6 - 3
staff who will use the service with customers – focusing on onboarding the highest-use areas
first.
Data regarding the usageof the new interpretation support, as well as customer satisfaction with
the servicewill betracked by the Corporate Customer Service teamso thatneeded
improvements can be madein the future.
FINANCIAL IMPLICATIONS:
Based on research and staff engagement about current need foron-demandmulti-language
interpretation support, the cost of providing this service(including telephone and in-person pilot
options) – based on 400 interactions per month – is estimated at $81,700 annually with start-up
costs of approximately $20,000 for public awareness activities and set up charges for the rolling
interpreter units.
This is a pay-per-use service that is charged per minute depending on the length of the call. The
City will be charged only when the service is accessed and reporting on usage will be available.
There is no minimum annual chargefor the provision of the serviceand there are no additional
annual licensing fees. The City will lease rolling interpreter equipment to pilot in five facilities to
determine whether it is a viable option to be made permanent and in which locations it is needed
most.
COMMUNITY ENGAGEMENT:
INFORM – This report has been posted to the City’s website with the agenda in advance of the
council/committee meeting.
ENGAGE – More than 5,000 citizens and staff provided input into the Customer Service Review
over several months in 2018.Fifteen recommendations emerged from the review, one of them
being theintroduction of on-demand multi-language interpretation support for customer
requests.Additionally, staff from 16 frontline customer service areas were consulted about the
current volume of customer requests requiring interpretation services.
ALIGNMENT WITH CITY OF KITCHENER STRATEGIC PLAN:
Strategic Priority:Great Customer Service
Strategic Action:Provide on-demand support for customer service requests in many languages
by 2020.
ACKNOWLEDGED BY: Michael May, Deputy CAO Community Services
*** This information is available in accessible formats upon request. ***
Please call 519-741-2345 or TTY1-866-969-9994 for assistance.
6 - 4