How Tacoma made self-service tax payments accessible in five languages with Convey

Self-service only works when customers can use it. For residents who don't speak English as a first language, an English-only phone menu can turn a simple payment into a frustrating call.

Tacoma, Washington, is a multicultural city of 230,000 people, with about 12.5% of whom were born outside the United States. The city's treasury department saw non-English speaking callers struggling with its tax payment IVR and transferring out to reach staff.

The city partnered with Convey, formerly Selectron, to remove that barrier.

A city committed to inclusivity and equity

Tacoma had launched a city-led initiative to increase inclusivity and equity. Its tax IVR was one place where residents weren't getting the same experience.

When callers couldn't complete a payment in their language, they opted out to speak with customer support. That diverted treasury staff from their other responsibilities, especially during peak tax season.

"The City of Tacoma is committed to transforming how we do business."

Linda LeCompte, Management Analyst, Tacoma Treasury Department

Language access is an equity issue

Communities across the country are growing more diverse, and many residents are more comfortable in a language other than English. For public agencies and utilities, that raises a basic question: can everyone use the services you offer?

Phone systems are often where gaps show up first. An English-only IVR may work for most callers, but for others it becomes a barrier. Those callers give up, wait for a live agent or miss a payment, which can mean late fees and added stress for households already managing tight budgets.

Many governments now make language access part of broader equity goals. Self-service channels are a practical place to start because they reach people at any hour, without relying on staff availability.

Adding four languages to an existing IVR

Through its consultative process, Selectron learned how eager Tacoma was to support non-English speaking residents. The answer was the Advanced Language Module, integrated into the city's existing Relay IVR.

The module added Russian, Vietnamese, Korean, and Spanish, giving callers 24/7 account access in five languages. Because the module integrates with the IVR Tacoma already used, the city expanded access without replacing its system.

More callers paying on their own

With language options in place, callers who used to transfer out now complete their payments in the IVR.

"Before, many of our non-English speakers transferred out of the IVR. Now they are utilizing the Advanced Language Module to make their payments."

Linda LeCompte, Management Analyst, Tacoma Treasury Department

Round-the-clock access also helps residents pay on time and avoid late fees.

More time for treasury staff

Fewer transfers mean fewer calls for staff to handle. Treasury employees can focus on higher-priority tasks, and the department runs more efficiently, especially during peak tax season.

Meeting every customer where they are

Tacoma's experience reflects a principle that guides Convey's work: the best customer experience is one that fits the customer. That means the right channel, the right timing and the right language.

Convey delivers intelligent customer workflows for utilities and essential service providers, designed to humanize connections in regulated environments. Multilingual IVR, text and voice options help organizations reach more of their community without adding staff, and keep self-service available around the clock.

When language stops being a barrier, everyone benefits. Residents can handle their business with confidence, and staff can focus on the calls that need a person.

What changed for Tacoma

• Five languages: The tax IVR now serves callers in English, Spanish, Russian, Vietnamese and Korean.
• 24/7 self-service: Residents can access their accounts and pay any time.
• Fewer late fees: Easier access helps callers pay on time.
• Fewer transfers: Non-English speakers complete payments in the IVR instead of opting out to staff.
• Equity in practice: Every member of the community gets the same level of service.

Language access is about more than translation. For Tacoma, it meant giving every resident the same easy path to pay, and giving staff time back when they need it most.

Frequently asked questions about multilingual IVR payments and Convey

What is a multilingual IVR?

A multilingual IVR (interactive voice response) system lets callers navigate a phone menu and complete tasks, such as payments, in their preferred language.

What challenge was Tacoma facing that Convey helped with?

Non-English speaking callers struggled with Tacoma's tax payment IVR and often transferred out to staff, diverting Treasury employees from other work, especially during peak tax season.

Which languages does Tacoma's IVR support through Convey?

Tacoma's tax IVR supports English, Spanish, Russian, Vietnamese and Korean, with 24/7 account access in all five.

How did the change help Tacoma's staff?

Callers no longer opt out of the IVR to speak with customer support, so Treasury staff can focus on higher-priority tasks.