SignVideo provides instant and high quality sign language interpreting via the videophone. The SignVideo Contact Centre is the first Internet Protocol video contact centre in the UK for British Sign Language (BSL) interpretation. This specialist service offers deaf citizens immediate access to highly qualified sign language interpreters to communicate with their local public services, i.e. local authorities and hospitals. After an initial trial period covering the Greater London area, this project went national in September 2007 and now serves deaf individuals in the workplace too. The cost savings for public services over a face to face sign language interpreter is considerable for short and adhoc meetings with the average savings of 66% across the board. Waiting times for a sign language interpreter has been reduced from 2 weeks to merely minutes.
Policy Context
UK Disability Discrimination Act 2005 requires all public services to provide equal access to their services by all disabled people on a parity with their non-disabled peers. With sign language interpreting access this is impossible unless they employ a full time sign language interpreter. This service enables them to offer a virtual 'in-house' sign language interpreter when requested at the end of a broadband connection.
Description of target users and groups
Deaf people who use sign language.
Description of the way to implement the initiative
We utilise a modified call centre platform to both enhance and use videoconferencing and all our agents are qualified sign language interpreters. We employ the same procedures and practices as that for a mainstream call centre apart from the video element.
Technology solution
Videoconferencing standards: H.323; SIP; ISDN and 3g (H.364M)
Technology choice: Standards-based technology, Open source softwareMain results, benefits and impacts
Faster and much improved access to public services has seen an increase of 700% in deaf customers visiting them. Sign Language interpreters' efficiency has increased by four times in servicing up to 14 deaf people in a single day whereas by face to face interpreting they are only able to do a maximum of 3 persons in a single day (often one per day in remote areas) Travelling time and the impact on the environment (carbon footprint) has resulted in a reduction of up to 30 single car journeys.
Return on investment
Return on investment: €1,000,000-5,000,000Track record of sharing
Contributed to development of services in Ireland, Northern Italy, New Zealand and Australia.
Lessons learnt
Whether interpreting is required for a simple everyday enquiry or a complex life saving situation, our service provides the means to instantly break down communication barriers. SignVideo helps organisations in the private and public sector to make their services accessible in sign language and become more deaf friendly.
Scope: National