Google Cloud - Minnesota

The State of Minnesota is improving access to driver and vehicle services, notably driver's license and identification services, for its non-English speaking residents with virtual agents powered by Google Cloud Dialogflow and Translation AI.

Google Cloud results

• Bidirectional, real-time translation through virtual agents now provides access to serve 67% of Minnesota's non-English speaking population
• Customers can check plate status, title status, mark vehicles as sold/donated/removed, update insurance, and check license status

Somali, Spanish, and Hmong languages available via Translation AI

Challenge: Language barriers are a challenge for residents when accessing services

In a 2022 survey of US states, Minnesota ranked 19th for the highest number of resettled refugees and first for secondary migration, making it a highly diverse state. The Minnesota Department of Education revealed that over 334 different languages are spoken within the state. In all, over 10% of Minnesotans are non-native English speakers, a barrier when accessing civic services.

The Minnesota Department of Public Safety (DPS) identified the need to enhance language accessibility in the department when residents need a driver's license through Driver & Vehicle Services (DVS).

"Applying for a REAL ID-compliant driver's license can be a complex process for anybody. It's made even more difficult for the underserved, non-English speaking population," says Minnesota DPS Assistant Commissioner Timothy Lynaugh.

Historically non-English speaking residents needed to schedule in-person appointments and request translation assistance, or bring someone with them who could help communicate with officials.

Minnesota Governor Tim Walz champions a 'One Minnesota' drive for better Diversity, Equity, and Inclusion in the state, solving the challenges of accessibility is a key part of that journey.

Solution: Providing real-time translation through Translation AI to improve access to government services

DVS wants to better serve its community. It started that process by improving access to its online support services and documentation. The department chose to work with Google Cloud to explore language translation services. They are excited to continue to explore leveraging the technology to provide translation real-time for their customers.

"This solution was born from a real community need to serve a significant population of our state. It will expand and improve over time to make Minnesota a more inclusive and equitable state for all its constituents."

—Timothy Lynaugh, Assistant Commissioner at the Minnesota Department of Public Safety (DPS)