When City Services Get Lost in Translation

How an unexpected discovery at Toronto City Hall sparked an initiative to help residents overcome language barriers when accessing public services.

An photo looking into the Civic Innovation Office at City Hall.

Some of the most interesting problems aren't the ones you set out to solve. They're the ones you discover along the way.

In 2019, while leading the City of Toronto's Civic Innovation Office, my team began noticing something unexpected. Our office, located on the main floor of City Hall, regularly welcomed residents looking for help navigating City services. Many faced language barriers that made even simple interactions difficult.

What started as a few spontaneous encounters soon became an opportunity to explore how technology could make public services more accessible.

We began experimenting with free digital translation tools, testing them with residents and learning firsthand about the challenges they encountered. Working alongside City staff and external partners, we developed and tested a prototype at City Hall's Information Desk.

The pilot was well received by divisional leadership and demonstrated the potential for digital translation tools to support residents and frontline staff. Plans for broader implementation were understandably affected by the pandemic since City services temporarily shifted away from in-person delivery in early 2020.

Seeing the experience through a resident's eyes

The story of the project was best told from the first-person perspective of a resident commuting from his home to City Hall. This 3-minute video offers a glimpse into the human side of civic innovation and why some of the most meaningful opportunities to improve a product or service begin by paying attention to the people right in front of us.

Filmed in 2019 as part of the City of Toronto's Civic Innovation Office initiative to improve access to City services with translation services.