Utilities must balance safety, cost-effectiveness, and energy efficiency in their daily operations. Partnering with a Language Services Provider (LSP) who shares these values is crucial. This collaboration can develop a multilingual communications program that drives organizational growth, enhances service delivery, and allows utilities to embrace the latest energy trends with exceptional transparency.
Choosing the right Language Services Provider and adopting a strategic approach to language access are key to meeting regulations and achieving business goals. Here are some tips for selecting the right provider:
1. Evaluate the LSP’s Background and Experience in the Utilities Sector
When selecting a language services provider, consider their industry expertise, knowledge of state and federal energy regulations, and commitment to environmentally-friendly initiatives. A provider well-versed in these areas ensures compliance, offers innovative solutions, and contributes to sustainability.
PGLS has extensive experience providing language solutions to utility companies such as Washington Gas, Dominion Energy, and Northern Virginia Electric Cooperative (NOVEC), as well as government agencies and other commercial clients. We also recognize and value sustainability in the sector.
2. Consider the LSP’s Ability to Accommodate the Languages Spoken in Your Territory
Inquire about the LSP’s cultural competence in working inclusively and sensitively with Limited English Proficiency (LEP) communities. This includes their experience in effective communication, understanding cultural nuances, and providing accessible language services.
PGLS frequently hires linguists who are local to the communities we serve. As a full-service LSP, we offer diverse, customizable solutions in over 200 languages and dialects. Our experts are trained in the nuances of the utilities sector and are embedded in various service territories.
3. Review the LSP’s Quality Assurance (QA) and Quality Control (QC) Processes
These processes may involve everything from vetting and training staff to proofreading multilingual content and ensuring accuracy and timeliness. Effective management ensures that the provider delivers high-quality, culturally appropriate services that meet the diverse needs of LEP communities.
PGLS operates with a robust ISO 9001:2015 Certified Quality Management System (QMS) that exceeds both ISO and ASTM International standards for the provision of language services. Our pool of 5,000+ language professionals are trained in this and continually honor these standards.
4. Assess the LSP’s Commitment to Data Security Since Not all Technologies are Created Equal
From translation requests to document management services, compliance, security, and efficiency are essential. This ensures that operations are streamlined, sensitive information is safeguarded, and services are delivered promptly and accurately.
PGLS takes customer privacy and data security seriously. We proudly offer NIST 800-171-compliant network infrastructure, distribute non-disclosure agreements (NDAs) to all personnel, and facilitate annual security refresher trainings.
5. Evaluate the LSP's Ability to Ensure Timely Communication During Critical Situations
Multilingual communications must be immediate (especially in emergency or extreme weather situations). For example, during a hurricane, providing real-time updates in multiple languages ensures that all residents, including those with limited English proficiency, receive crucial information to stay safe and take necessary precautions.
PGLS can accommodate fast turnarounds and offer language services in real-time. We work as efficiently as possible – and leverage technology as needed – to serve clients.
6. Consider if the LSP Can Provide Cost-Effective Language Solutions
Multilingual communications must be cost-effective and deliver measurable ROI, even for smaller utilities with tighter operating budgets. Investing in efficient language services ensures broad reach in multilingual markets and justifies the investment through clear, quantifiable benefits such as improved customer satisfaction and operational efficiency.
PGLS offers a high return on investment, with translation and interpretation work that can save lives – and reduce the need for emergency services – in the energy sector.
7. Assess if the LSP Understands the Specific Needs of the Energy Utilities Industry
Multilingual communications must be tailored to the energy utilities industry. This ensures that technical terms and industry-specific information are accurately conveyed, enabling all customers to understand their energy usage, billing, and available services regardless of their language proficiency.
PGLS has a deep understanding of the sector’s evolution and core variances, from regional differences to the operational nuances of different utility providers.
8. Determine if the LSP's Project Management Capabilities Ensure Customized and Accurate Communication
Multilingual communications must be clear, accurate, and personalized. This improves customer satisfaction, builds trust, and improves engagement, all while meeting regulatory requirements and fostering inclusivity.
PGLS offers client-centric project management and delivery, with a dedicated project manager assigned to each energy utility client. This promotes a customized approach.
Ensure Language Access With PGLS
Piedmont Global Language Solutions (PGLS) is a leading provider of translation, interpretation, and language training solutions in over 200 languages and regional varieties. In emergencies or extreme weather situations, multilingual communications must be immediate. PGLS can accommodate fast turnarounds and provide real-time solutions. We work efficiently and leverage technology to serve clients effectively. Contact our team to explore how our language services, tools, resources, and expertise can help energy utilities achieve their language access goals.