At the onset of the COVID-19 pandemic, the Department of Home Affairs faced a challenge that couldn't wait: getting vital, rapidly evolving health information into the hands of more than 80 culturally and linguistically diverse communities across Australia — simultaneously, accurately, and fast.
Standard government communication channels weren't built for this. The information was complex, the directives were changing daily, and the consequences of miscommunication were serious. The Department needed a partner who could operate at scale across dozens of languages while maintaining the cultural sensitivity and accuracy that crisis communication demands. They turned to LEXIGO.
At its peak, the initiative reached over 70,000 individuals daily across more than 80 CALD communities — vastly exceeding the Department's initial targets. The ongoing effort continues to engage over 250,000 individuals annually, with strategies adapted based on continuous community feedback and evolving needs.
The speed and quality of LEXIGO's response set a benchmark in government multilingual communication, leading to a contract extension and an expanded role in the Department's continuing health communication efforts. The project demonstrated what becomes possible when strategic partnerships are in place before a crisis hits — and how culturally informed, rapid-response communication can become a core capability rather than an afterthought.
LEXIGO worked with the Department to co-design a rapid turnaround framework for in-language crisis communication, involving CALD community representatives and advisory boards from the outset to ensure relevance and clarity across every language group.
A dedicated team of over 180 professionals was mobilised — translators, project managers, desktop publishers, and quality assurance specialists — to manage the volume and velocity the crisis demanded. LEXIGO's technology platform streamlined the translation workflow, integrating digital solutions that accelerated output without compromising quality.
The result was a sustained production capability that delivered more than 200 multilingual content pieces across 63 languages, distributed through both digital and traditional media channels to meet communities where they were.