Presentation - ICTD-ASP

Thai
Telecommunication
Relay Service (TTRS)
By Wantanee Phantachat
Advisor to TTRS Center
Institute of Technology for Persons with
Disabilities and Older Persons
National Electronics and Computer
Technology Center
National Science and Technology
Development Agency
Ministry of Science and Technology
Thailand
1
Outlines
•
General information of Thailand and
Statistical data of pwds
•
Background information
•
Total number of persons with
Hearing Impairments
•
How do the persons with hearing
impairment and pesons with Speech
impairment Use Telecommunication
Service ?
•
 Blind
 QR code for the blinds
 Speech impairment
 Thai Minspeak for persons
with non verbal
 Learning Disability
 Writing Software for
students with learning
disability
 Physical disability
 Four-bar linkage Knee
Prostheses
 Special Education
 S&T camp foe students with
disability
2
General Information of Thailand
Country: Thailand
Location : South East Asia
Geography Maximum Length : 1,620 km.
Maximum Width : 775 km.
Land Area : 513,115 sq.km.
Land Boundaries : 4,864 km.
Neighbor Border : Laos PDR, Cambodia,
Myanmar and Malaysia
Population : 65.6 million (8 million in
Bangkok)
Disability Population: 1.8 million
Deaf Population: 0.274 million
Speech impaired Population: 20,000
persons
Older Population: 10 million
National Religion : Theravada Buddhism
Government : Constitutional Monarchy
Head of State : King Bhumibol Adulyadej
Head of Government : Prime Minister
Yingluck Shinawat
Currency : Bath (THB)
Background information
The Universal Service Department, the offiice of National
Broadcasting and Telecommunications Commission has
collaborated with National Electronics and Computer Technology
Center to do the Establishment of Relay Service Plan for Persons
with Hearing Impairment and Persons with Speech Impairment in
2010
The Universal Service and Public Service Department, the
offiice of National Broadcasting and Telecommunications
Commission has collaborated with the universal Foundation
to do the Pilot Project for The Thai Telecommunication Relay
Service forfor Persons with Hearing Impairment and Persons
with Speech Impairment in 2011
The Universal and Public Service Department, the offiice of
National Broadcasting and Telecommunications Commission
has collaborated with the universal Foundation to do the The
Thai Telecommunication Relay Service Project for Persons
with Hearing Impairment and Persons with Speech Impairment
in 2012 – 2016 under the Universal Service Pan (2012 – 2016)
Total number of persons with Hearing Impairment
Total no. of PWDS in Thailand
ทางการเห็น
ทางการเคลื่อนไหวหรือทางร่างกาย
ทางสติปัญญา
ทางออทิสติก
0%
0%
Inttellectual
disability
ทางการได้ยินหรือสื่อความหมาย
ทางจิตใจหรือพฤติกรรม
ทางการเรียนรู้
พิการมากกว่า 1 ประเภท
3%
7%
11%
No
identified,
2,968
Visuall
disability
7%
17%
274,096
Behavior
disability 7%
Total No. of Persons with
Hearing Impairment by region
Hearingl
disability
North,
72,085
South
29,230
Physical disability
Bangkok,
10,638
Central
and East,
47,893
North
Eastern,
111,282
48%
Total Number of Persons with Disabilities in Thailand : 1,657,160
Total Numer of Persons with Hearing Impairment : 274,096 (17%)
Source: the Pwds database of Department of Empoerment of People with Disabilities ( 2 nd March 2015)
5
Barrier in Communication
How does the persons with hearing
impairment communicate?
 using sign language to
communicate.
 using lip reading to perceive
information.
 using text or pictures to
communication and perceive
information.
How does the persons with speech
impairment communicate?
 using spoken language to
communicate.
 using text or pictures to
communication.
Communication problems
• Communication distortion leading to less understand the information.
• Can not communication to hearing people using sign language
directly, sign language interpreters are necessary persons to help
transfer information.
6
How do the persons with hearing impairment and persons with
Speech impairment Use Telecommunication Service?
25.00
19.84
20.00
15.00
9.17
10.00
5.00
0.00
1.41 1.45 0.56 1.89 0.04 0.33
3.56 2.63
1.83
พิการทางการได้ ยิน
5.39
2.00
1.40
3.94 4.00 4.92
2.00
0.00 0.33
พิการทางการพูด
Source: The study of the requirement and the status of how the persons with hearing impairment and persons with
Speech impairment Use Telecommunication Service? (2010)
The study of the requirement and the status of how the persons with hearing impairment
and persons with Speech impairment Use Telecommunication Service
•
•
The result shows that 95% of persons with hearing impairment use sign language
for communication.
The result shows that 73% of persons with speech impairment use spoken
language for communication.
The requirement of persons with
hearing impairment
The requirement of persons with
speech impairment
• Government should establish the
Thai Relay Center for the of
persons with hearing impairment
• Goverment should have strategy to
reduce the telecommunication
service fee.
• Government should has strategy to
make all call centers have sign
language interpreter service
• Government should promote the
telecommunication company to
have the telecommunication
devices available in the market.
• Government should has strategy to
make all public service
organizations have video telephone
service for communication through
relay service.
• Government should have
Telecommunication Device
Distribution Program for PWDs.
How Relay Service started in Thailand
•
•
•
•
•
•
National Telecommunication Commission is established in 2004, one
of the policies is USO
National Broadcasting and Telecommunication Commission (NBTC) of
Thailand was established in 2011 as a broadcast and telecoms
regulatory body in Thailand.
At present NBTC forms the Universal Service Obligations (USO) Division
which relies funding around 3.75% from revenue of
telecommunication corporation to promote and develop
telecommunication for remote areas and disadvantaged people.
Universal Service Obligation Master Plan (2012-2016) aims to provide
the telecommunication services for persons with visual impairment
and persons with hearing impairment at least 100,000 persons to
access to information.
NBTC expects to receive 20,000 billion baht in 5 year of USO plan to
put in USO fund
USO office spent 0.0000015% of USO fund in Telecommunication
Relay service.
9
Establishment of TTRS
• TTRS established in 2011
• TTRS is not for the profit organization, working under
Universal Foundation for People with Disabilities.
• TTRS is annually supported and funded 2 Million USD by NBTC equal to
0.0000015% of USO Fund
• TTRS has to provide the commission with proposal every 5 years for
the plan and expenditure according to 5 year USO Plan.
10
Services of TTRS
6 services of TTRS
SMS/MMS
Relay service
IP Text relay
Service
Video relay
Service via
website
VRS via Mobile
application
VRS via
public
Internet
Kiosk
Emergency
relay service
2 New service of TTRS
Speech enhancement service
for persons with Laryngectomy
Captioned Phone Relay
Service
11
Public Internet Kiosks
• 120 Public internet Kiosks were installed around
Thailand.
• 30 Public internet Kiosks will be installed in next year.
12
Mobile Video Relay Service
• We also use VRS via TTRS Video
Application
The result of TTRS services in 2012, 2013 and 2014
(Unit: call)
60,000
2012: 47,088 calls
2013: 91,817 calls
2014: 122,044 calls
50,000
40,000
30,000
20,000
10,000
-
VRS-Kiosk
VRS-Website
SMS Relay
IP Relay
TTRS Message
2012
21,331
18,917
3,468
2,888
484
2013
42,554
21,893
21,755
4,816
809
2014
49,504
16,993
39,401
5,451
9,947
Emergency
748
23:00
19:30
0
23:00
22:30
22:00
21:30
21:00
20:30
33 41 16 37 31
22:30
22:00
21:30
105
21:00
843
20:00
7
20:30
22
19:00
391
20:00
169
19:30
122 122
19:00
245
219 204 229
1
18:30
49
18:30
18:00
21
18:00
329
17:30
81
17:30
656
17:00
229
17:00
44
16:30
16:00
15:30
15:00
109
16:30
16:00
15:30
15:00
14:30
14:00
173
14:30
272
14:00
13:30
13:00
102 125
13:30
456
13:00
12:30
12:00
128
12:30
226
12:00
241
11:30
91
11:30
11:00
41
11:00
96 90 98
10:30
79
10:30
10:00
9:30
9:00
35 21 27
10:00
9:30
61
9:00
112
8:30
68
8:30
8:00
7:30
7:00
25 30
8:00
67
7:30
7:00
Abandon calls
per hours: VRS่ งเวลำ
& KIOSK
in 2012-2013
จำนวนสำยทีไ่ ม่ได้ร ับในแต่ละชว
ปี 2555
751
In 2012
295
181
0
In 2013
623
421
485
346
271
204
51 50 32 33 33
13
Activities of TTRS
Services
 Service Level Agreement set to:
Success of picked up calls must be equal or greater
than 85% of times
Success of responded times must be equal or
quicker than 20 seconds per call
16
Activities of TTRS
Problems encounter:
– One of most frequent
problems: quality of video
due to poor internet speed
at consumer’s point
– Installation kiosk at schools
for the deaf, had to put
separated ADSL line to
prevent low internet speed
at schools
17
Activities of TTRS
Improvement
– New interpreter agents are given training workshop
sessions with other organizations especially NEP
and Ratchasuda College and Suan Dusit University
– Once a year, held a meeting with selected one
hundred frequent called consumers to share
feedbacks
18
Method and Good Impact
• Language Access
– Thai to Thai Sign Language, Thai
Sign Language to Thai
– Thai Sign Language is natural
and first language of deaf
people
– Thai text conversation help
hard of hearing people who do
not know sign language
19
Method and Good Impact
• Recognition
– Gain respect for deaf
people
• Understanding
– Family of deaf children
understand what children
need
• Independence
– Deaf users can contact
anyone, anywhere
20
Method and Good Impact
• Collaboration
– Create partnership with local deaf organizations, government
offices for person with disabilities, public place such as police
station, hospital, schools to create access for deaf people
• Innovation
– Constant creation for better quality of service such as sign
language interpreting on WebTV.
21
Challenge
• Speed
– Lack internet coverage around Thailand
– Currently on 3G, faulty speed in some spots
• Interpreting
– Small number of interpreters thus long queue at during
highest number of calls
• Interpreters
– Quality of interpreting, more experience and training
needed
22
Challenge
• Technology
–Require use of better telecommunication
technology means more money for deaf
consumers to buy, many deaf do not make
enough money
• Funding
–Require large amount of money to improve
technology infrastructure and service
23
Annual Users Feedback Seminar
• Selected 100 users with
most frequented use
• Evaluate only callers, not
receiver
24
Users Satisfactory Evaluation
Service Preference
Percentage of Users Satisfactory
by Service Preference
45%
45%
40%
35%
35%
30%
25%
•
VRS 45%
•
•
•
•
Kiosk 35%
Text 19%
SMS 13%
MMS 7%
19%
20%
13%
15%
7%
10%
5%
0%
Webcam
Kiosk
Text
SMS
MMS
25
Thank you
http://www.ttrs.or.th