eena 2016 - optimising accessibility to 112 (3/3)
TRANSCRIPT
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Implementing accessibility in existing services:
Experience from The Netherlands, Sweden and Thailand
”It is easier to order a pizza than to call emergency.”
Film from NRK – Norwegian National Television
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Norway: What do deaf people say?
Relay Services, emergency and non-emergency
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Keywords in accessibility
VRS: Video Relay Services
TRS: Text Relay Services
TC: Total conversation using text, video and voice
RTT: Real Time Text
Standards and recommendations:
ETSI ES 202 975 V2.1.1 (2015-09) – Requirements for Relay Services
ETSI TS 101 470 V1.1.1 (2013-11) – Total Conversatin Access to
Emergency Services
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MMX® in the cloud
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SERVICE
PROVIDER
S
Accessible Emergency Services using the MMX
Different approaches
Sweden: Swedish VRS connects to 112, apps call direct to 112 using text
USA: Global VRS – address information, connectivity to e911
Norway: 1412 – emergency services for deaf people using text
Denmark: Calls connected to emergency via Text Relay
Germany: Emergency via VRS and TRS (Tess)
Netherlands: 112 (Emergency calls via text and voice direct to the emergency
services), Video via VRS
Thailand: 40 PSAPs with total conversation PCs, connection with interpreters via
Relay Service
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Sweden – 112 is widely accessible since early 2000
Number of calls 2015 644
Text calls direct to 112: 163
Text calls via text relay: 177
SMS112 service: 114
Video calls via video relay: 190
For comparison – 2015
Calls to National Health Care Line, non-emergency, via VRS: 1079
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The Netherlands
Text+Voice calls are directly handled by 112 agents
If a person dials the relay service first, and asks for 112, then the
call is made as follow
• Text calls are re-routed to 112, no agent involved.
• Video calls are connected via the video relay service, interpreter
is involved in the call
Database: Inbound calls are analyzed. Users’ id and address is
available in an external database and presented to the agent.
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Netherlands: Complete TC ecosystem
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InternetSigncall
users DB
Signcall App
usersusers 3rd-party
TC-Apps
KPN
112
Relay Services
KPN Teletolk
User DB
MMX-
servers
KPN
Teletolk
Video relay agents*
Subset Signcall user
DB tbv Emergency
services112-RTT
MMX servers
Emergency text agents
MMX-
servers
Signcall
Text relay agents*
VoiceEmergency agents
From a service perspective
How to cope with a environment with different service providers?
Solution: common tests, coordination with service upgrades.
How to cope with a RTT protocol (RFC 4103) that is not supported by all fire wall manufacturers
Solution: identify firewalls that are widely used, cooperate with service providers.
How to cope with interoperability with third party apps (certification process)
Solution: Certification tests are necessary to ensure compatibility.
How to cope with QoS aspects that are requested for emergency calls, that are common in the
telephony world but cannot be guaranteed in the (mobile) internet world.
Solution: Deaf people rely on their social networks when it comes to emergencies
Dutch Police: “TC is a protocol not fully implemented in the standards for Telecommunication
networks but relies heavily on public Internet. Dutch and European legislation is focused on Electronic
Communication Services based on E.164 longnumbers. Priority, free of charge, CLI, Location is all
based and mandated on that. And not in the Internet.”
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Netherlands – implementation experience
From a agent perspective
How to cope with the requirement that a 1-1-2 agent needs to know the name and address (or
location) of the caller?
Solution: User database with address is in place, geolocation parameters being discussed
(from the apps)
How to cope with the fact that the 1-1-2 agents receive a very low volume on TC calls?
Solution: Training and awareness in the service.
Dutch Police:
“Users can make test calls whenever they want, they won’t get penalty’s for that.
Communicating with deaf peoples is quite different to communicating to peoples that can hear but
don’t listen. The training of the agents has priority and in cooperation with the deaf community we
are working on that.“
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Netherlands – implementation experience
Thailand
Video Relay Service: Architecture for medical and emergency services
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From a service perspective
How to cope with interoperability with third party apps and Video phone (certification process)
Solution: Certification tests are necessary to ensure compatibility.
From a agent perspective
How to cope with the requirement that a 1-6-6-9 agent needs to know the name and address (or
location) of the caller?
Solution: User database with address is in place, geolocation parameters being discussed
(from the apps). Show more informations are in the CRM (Customer Relationship
Managment) Web.
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Thailand – implementation experience
Accessibility: non-emergency numbers
Where do you call in case of a pandemic or injury?
NHS England
NHS24 Scotland
NHS Pandemic Flu
1177 National Health Service
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Conclusions
Sweden
Awareness and information about accessibility is widely known and TC
is used by the community
Netherlands
Legislation required accessibility and the use of TC
Stake-holders cooperate to find a solution
Awarenes and information are important
Thailand
Simple solutions ENSURE accessibility
Cooperation between stake-holders is key to success!
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Thank you!
Thor Nielsen, VP Global sales
+46-8-1200 2604 (Europe)
916-626 5123 (USA/Canada)
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