State of Indiana: Language Service Data for Better Decisions
How customized dashboards and transparent reporting turned language service data into better decisions, with 15% better interpreter timeliness and a 30-second average call connection time.
About the client
The State of Indiana needed clear, verifiable insight into how its language services were performing across every service line, from interpreter punctuality to translation quality and cost.
Ad Astra's scheduling and translation management systems track usage and performance across every service line, and a dashboard built for the State puts that data in front of decision makers.
Ten measures, across every service line
Every request and assignment is tracked, so the State can see exactly how its language services perform.
Request type
Categorization of every service request.
Languages
The full range of languages requested.
Late arrivals
Interpreter punctuality, tracked by assignment.
Cancellations
Reporting on every service cancellation.
Fulfillment rate
By urgency: emergency, urgent, 24+ hours, and 1+ week out.
Pickup time
Connection metrics for phone, video, and telemedicine.
Translation turnaround
How quickly translation projects are delivered.
Translation accuracy
Quality measures on every translation.
Glossary upkeep
Regular glossary and dictionary maintenance.
Cost reports
Detailed costs by language and service location.
One clear view of usage, performance, and cost
Ad Astra customized a service usage and performance dashboard for the State.
Performance metrics
Real-time data on service requests, fulfillment time, and interpreter timeliness.
Billing integration
Detailed financial information, including budget requirements.
Contractual compliance
Services tracked against agreed contractual terms.
Transparency that led to targeted improvements
15% better interpreter timeliness
Improvement over six months.
30-second average connection time
The average time for a call to connect to an interpreter.
25% higher client satisfaction
Following enhanced transparency and reporting.
Data comes straight from Ad Astra's scheduling system, with no personally identifiable information, and the State has full access to verify it. Transparent reporting enabled targeted improvements, better stakeholder communication, and steadily higher service quality.
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