New translation technology helps New Hampshire DMV expand language access

There’s a new translator at the New Hampshire DMV. It’s called Pocketalk and it retails for just under $300. As demand for assistance in languages ​​other than English increases, the DMV hopes new technology will expand its language capabilities.

“It’s been really positive so far,” manager Kathy O’Neal said. “We have seen people return with their friends now that we can offer them this service.”

20 of these devices were implemented earlier this summer and have text-to-speech capabilities in more than 80 languages. Unlike human interpreters, these interpreters are available on-demand at all full-time DMV locations statewide.

O’Neal saw Pocketalk at a conference in Wisconsin about a year ago. So far, Pocket Talk has received many good reviews, O’Neal said, and other government agencies have visited the DMV to see it in action.

Despite the expanded capabilities, the technology still has limitations. It takes a long time to take a knowledge test with Pocketalk due to its text-to-speech feature. It’s a little better to say things like “turn left” or “stop at the corner” during a driving test. Although the DMV used it for both tests, O’Neil said the cellphone shined with the paperwork.

“It was actually designed for simple speeches, not full-length speeches,” O’Neal said. “Customers are here, they want a title or identification, so we ask, ‘Please fill this out.’ Do you have this? Do you have it?

The DMV estimates they helped 3,600 customers in a language other than English last year. O’Neal didn’t have numbers from previous years, but he said demand is definitely increasing.

Despite the added language capabilities, DMV managers are quick to point out that this isn’t a case of robots replacing humans.

Shah Sherazi works as a manager at the DMV and speaks Hindi, Urdu, Pashto and English, but can also understand Persian and Arabic. As someone who uses language skills on a daily basis, she says there can always be a change when customers realize they’re speaking their language.

“Sometimes they were afraid, like they didn’t know how to do it and maybe someone would reject their application,” he said. “So what I always do is I prefer to speak in their language so they feel more comfortable.”

Sherazi is one of two dozen multilingual staffers working in DMV offices across the state, but language access in government agencies is often a resource conundrum. It cannot be everywhere at the same time. Customers can walk in while they are at another branch or sick. He said Spanish is fairly well represented at the DMV, but Pocket Talk helped him with uncommon languages ​​like Chinese.

Director John Marasco pointed out that getting a U.S. driver’s license can be a really big deal for immigrants.

“We don’t want anyone to come to the DMV and worry about whether they’re going to have a good experience. Will I be successful? Therefore, I think language translation, first of all, alleviates these concerns,” he said.

Marasco is also looking for ways to make speakers of other languages ​​more comfortable at the DMV. In addition to providing Pocketalks, it is looking to increase language accessibility by hiring multilingual staff and seeking grants to translate guides into other languages.

“We don’t have a metro system here. “You can’t always reach everything by walking,” he said. “It’s important to get that license and be mobile, and this ensures that people have that opportunity and don’t let the language get in their way.”