Case Study

New Zealand Government

Government

The New Zealand Government's embarked on a national project for the redesign of language assistance for New Zealand’s migrant communities. Their first objective was to establish a new, national telephone interpreting service which would support migrant communities across the country and all of Government. In 2019, ezispeak was awarded the national telephone interpreting services contract for the whole of New Zealand Government.

Challenges

- The breadth of languages available

- The hours of service operations

- The level of service responsiveness

- Volatility in service levels due to crisis management

- No scope for service delivery customisation

Outcome

- A 40% uplift in additional New Zealand agencies using the service compared to 2018

- A significant positive customer experience due to improved service performance and language access

- An expanded workforce between Australia and New Zealand which sees interpreters from both sides of the Tasman access cross-country work opportunities.

The Challenge

The New Zealand Government implemented a national project for the redesign of language assistance for New Zealand’s multilingual communities. This led to a new national framework that presented a number of recommendations including a new national telephone interpreting service that could deliver greater scope to the New Zealand community and agencies that required these services and eliminating several key pain points in the process.

New Zealand Government

From The Users

The Outcome

ezispeak launched the new national Telephone Interpreting Service for government agencies on 1 October 2019. This improved service helps clients with limited English to communicate with government agencies through telephone interpreters available 24 hours a day, seven days a week, in over 200 languages.

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For an in-depth insight into how ezispeak uses targeted solutions for a number of businesses, download our case study today. We provide a look into the challenges faced by a number of companies when it comes to language barriers and our solutions that have provided businesses with clarity, results and satisfied customers.

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New Zealand Government

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