Federal Government and GSA
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The Challenge
A large State-level social services agency had to process hundreds of letters per day in dozens of languages, containing important information for beneficiaries with limited English proficiency.
Hundreds of letters. Dozens of languages. Every day. And >99% accuracy and on-time compliance.
The Analysis
The letters were generated from a large MMIS (Medicaid Management Information System), requiring rapid processing including high-quality OCR, translation, layout recreation, sequenced delivery, reporting, and compliance with State requirements.
Translation accuracy was critical, and had to cover over 95 languages.
Turnaround times were critical in order to provide the information to beneficiaries within State-mandated time frames.
The Implementation
Prisma's Language Ops technology team developed a workflow path that enabled the processing of incoming letters through a series of stations that addressed each required task in an optimized sequence.
A blended approach of AI and human expertise was applied to achieve the goals of speed, accuracy and QA oversight.
The team also addressed the critical component of scalability to ensure that the solution could handle any volume needed, which was especially important during twice-yearly "mass mod" volume spikes.
The Result
Solution
A combination of AI and Human Experts working in a carefully-sequenced series of stations.
TAT Improvements
from 10 days to < 3.5 days
TAT score
>98% on-time delivery
Quality score
>99% translation accuracy
Contract compliance score
100%
Impact
The daily processing of large volumes of letters--ensuring that the right content in the right language gets to the right users--is what Language Ops is all about.
If you have a similar need or are wondering about how AI and human expertise can be brought together to benefit your department or agency's daily flow of administrative content, feel free to schedule a complementary discovery call with Prisma's Language Operations Solutions Team.