CHANDLER, Ariz. - The City of Chandler was named a winner in the 2025 International Data Corporation (IDC) Smart Cities North America Awards for its Real-Time Instant Language Assistant (ILA) pilot.
In 2024, Chandler completed a six-month pilot program offering instant language translation device services in more than 10 city departments and 20 divisions throughout the city. The intent was to enhance communication and service levels for residents ensuring the overall customer experience was inclusive, useful, and engaging. Real-time language translation enabled city staff to easily have immediate conversations and on-demand engagement with residents and the public, regardless of language or ability.
During the pilot, more than 560 face-to-face communications, spanning 2,269 minutes in real-time conversation, occurred, with the average exchange taking around 4:15 minutes. The greatest take away from the pilot was the enhanced customer experience for the city. Feedback collected from participants showed that the ILA service was easy and useful.
The pilot proved to be wildly successful for the City of Chandler. The Mayor and City Council have approved long-term funding for an enhanced communication technologies program to deliver 60 Instant Language Assistants and support services throughout the city over the next three years. As a first mover in the region introducing real-time translation services, the city is driving a regional movement for inclusivity, respect and diversity long into the future.
“At the heart of diversity, equity, and inclusion is access—and the Instant Language Assistant pilot was a powerful step toward making our city services more accessible to all its residents, regardless of language or ability,” said Niki Tapia, City of Chandler DEI Officer. “This recognition by IDC affirms Chandler’s commitment to creating a more inclusive and connected community, and we’re proud to lead by example and set a new standard for inclusive communication in local government.”
“Organizations throughout North America continue to find new ways to provide services for their communities and improve the experience of working in, and with, the public sector,” said Ruthbea Yesner, vice president, IDC Government Insights, Education and Smart Cities. “Every year, we see more advancement in the types of technologies and projects deployed, and it is a privilege to celebrate all of this year’s applicants.”
IDC’s 2025 Smart Cities North America Awards were presented to the winning Smart Cities and Communities at the Smart Cities Connect conference in San Antonio, Texas in April.
Media contact:
Jennifer Honea
City of Chandler, Public Information Officer
480-782-2228
