The Spanish Translation Team is being recognized for improving service delivery for Veterans in Puerto Rico involved developing an innovative Spanish translation solution for VA benefits letters. Historically, these letters were only available in English, causing difficulties for Puerto Rican Veterans, who primarily speak Spanish. To address this, the solution incorporated machine learning to translate and format VA correspondence accurately into Spanish. The process involved deconstructing PDF letters, applying a custom language taxonomy, and then reconstructing the translated letters to match the original format.

 

The solution achieved over 99% successful translation of targeted letters, eliminating the need for Veterans to travel to the VA Regional Office in San Juan for translations. This approach not only enhanced understanding of critical benefits information but also built trust with the Veterans by ensuring they receive clear and timely communication. The success of this project has led to plans for expanding the Spanish translation solution beyond Puerto Rico and exploring additional language options.

 

The impact of these efforts includes improved access to benefits information for Spanish-speaking Veterans, reduced administrative burden on VA staff, and increased transparency and trust between the VA and its beneficiaries.