Reaching Out More: Relay

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10 Δεκ 2013 (πριν από 3 χρόνια και 11 μήνες)

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Reaching Out More: Relay
Services in Total Conversation

Jim Kyle & Chris Coleman

Centre for Deaf Studies University of Bristol

2011


Telephones for over 100 years but
most Deaf have no means of
remote communication in their own
language


Text messaging is asynchronous &
clumsy & foreign


Interpreters difficult to book &
expensive


No direct emergency service
access


Inclusive World?

REACH112


Total Conversation


Choose video, voice or text or any
combination


new definition of telecoms

REACH112 (Responding to all citizens needing help)

a three
-
year project partially funded by the European
Commission under the ICT PSP CIP programme.

22 partners from 8 countries, including user organisations
and major global telecommunications companies


Vodafone (Spain), Siemens, France Telecom, Nokia.

Large scale:

8.8m UK component:

2.4m

www.reach112.eu


2009
-
2012

Project Aims


Deployment of Voice, Video and Real Time
Text


Total Conversation (TC)


to all end users
who have difficulty with voice telephony


Person to Person TC Telecoms Service


Provision of TC relay service


Access to Emergency Services through TC
network


Monitor and report on key performance
indicators


Evaluate service and propose a business plan
for trans
-
Europe Service


UK partners & roles


Aupix Ltd


infrastructure creation & technical support to users,
personal data registration & management, software
implementation and updates


RNID (now renamed
Action on Hearing Loss
)


Deaf and hard
of hearing users support, dissemination, interface to Government,
and RTT applications & interface to TC services


Avon Fire and Rescue Service


emergency call centre TC
implementation, advice, training, interface to emergency services


Avon and Somerset Police
-

emergency call centre TC
implementation, key training developer & provider for relay
service


Centre for Deaf Studies



UK pilot lead, meetings, support to
partners, user recruitment, consultation & personal, home and
online support, relay service development and project evaluation


www.reach112.co.uk

for information on project

website for download


www.myfriendcentral.com



Sign language
explanation

Text captions
for hard of
hearing

Feature list for
software

Available applications



Fixed line videophones to TC
standard



Free download for PC, laptop



Specially adapted netbooks


for
ease of use and portability



myFriend mobile on Android
smartphones


Inter
-
operability with Real Time
Text clients


Inter
-
operability with existing
textphones and relay




Relay Service Models in use
in REACH112 UK

Models are reversible


ie hearing voice caller to
Deaf end
-
user

Relay agents can see/manage all incoming calls

24 hour service


defaulting to text relay (a)
when out of reach of 3G and (b) when no TC
agent available

Models also tested for speech/lip
-
reading and
speech
-
to
-
text agents


Simple Sign
-
Relay Model

REACH112 UK
national pilot

Relay Centre
:

sign language or text or
speech

myFriend mobile (smartphone) or
myFriend (PC)

Centre
-
based
relay agent

To voice phone users

Sign
-
Relay Grid Model

REACH112 UK
national pilot

Relay Central

Relay agents
in different
locations

Multiple TC callers

Independent Sign
-
Relay Grid Model

Relay Central

Open client
base


shares
resource; can
be agency

Closed client
base


uses
resource

Free agent

Emergency service access


Major European priority is access to 112 …
for ALL


REACH112 is testing different models


With partners in police and fire services


And discussions in appropriate emergency
service forum

Emergency access: UK Model 1

UK National pilot

Relay Centre:

sign language

250 PSAPs in UK

National
voice call
handling

Despatch

PSAP call takers

Emergency access: UK Model 2

Local emergency
centre(fire, ambulance or
Police) with TC capability

UK National pilot

Relay Centre:

sign language

Lip
-
speech; speech to text

Voice, text,
gesture
-

signing

HoH text
or speech

Relay service invoked as option
controlled by PSAP


advantages


much faster response time; direct
sight of incident

Emergency access: UK Model 3

TC call handling centre
with a deaf operator (sign
& text) and a relay
agent(TC)

signer

Hoh


text.
speech


Must engage with existing professional bodies


Appropriate preparation

(a) establishment of code of practice for work in a
distributed relay network

(b) establishment of the code of ethics of operation

(c) provision of training to relay agents for generic relay

(d) advanced training for emergency service call taking

(e) training for emergency service call handling staff


Relay Service Issues for REACH112


Persuade Deaf and hard of hearing users to embrace a
new technology and to become so familiar with it that it
becomes part of daily life


non
-
trivial


we need to
remove cost barriers


Manage expectations and develop a code of behaviour
and etiquette in end users


Provide appropriate help and support


online and onsite


Ensure access to all information especially
terms and
conditions

in sign language and text


Actions incorporating ethical issues


detailed monitoring and evaluation
programme across 5 countries


This examines all traffic, effective
use, case studies, user responses


The purpose is to establish the
evidence base for governments and
commercial bodies to implement TC

Evaluation Phase (2011
-
2012)

Progress in REACH112


Over1300 registrations (software/hardware
users)


Over 3,000 calls per month on myFriend
network


Upward trajectory in all areas


P2P, relay
services … in line with planning


Emergency service training underway for relay
agents and call takers


Online resources in BSL and in English text


Help presentations in speech, sign and text

“Great to have this facility that does not need a special set number
before the actual phone number. Myfriend has now become my friend!
Type talk? No more
-

I hope.”



My mother said this is much better, more straight forward to have a
conversation instead of Type talk. She prefers to use this from now on



“The clear background used by the interpreter makes communication
lovely.”


“Wow! The picture is crisp clear. I am excited about this becoming a
permanent service.”


“Beautiful communication


So lovely!”




Structured quantitative and

user qualitative data collection


Continues to extend user access (for all)


Tests and evaluates a number of models for
relay and emergency services access


Provides training to end users, relay agents and
call takers


Measures benefits in a wide ranging evaluation
programme


Provides reports and results to EU public bodies

REACH112
-

2012