A comparative evaluation of services and trial projects for disabled procured by the authority - PTS-ER-2005:22
02/06/2005
On the assignment of the Government, the National Post and Telecom Agency (PTS) presents in this report a comparative evaluation of the services and trial projects that have been procured by the authority. The objective of PTS is that the services that are procured will enable people with disability to gain access to the same range of services as the population as a whole, and also that the special communications needs that people with disability have should be satisfied. An evaluation of the services and trial projects that are available and an analysis of needs for services within electronic communications and post have therefore been conducted among twelve groups of people with various kinds of disability. Furthermore, an analysis of new technical opportunities for people with disability has been conducted. This investigation has been conducted by two independent consultants.
The result of the evaluation shows that the services and trial projects that were procured are of great benefit for users. These services primarily contribute to increased independence, increased access to information and the saving of time for users. The evaluation conducted did not find any manifest gaps in the range of services or that any services that are offered are not of benefit for users. These services should be further improved in pace with technical developments, and new services should be established on the basis of the trial operation that has been conducted. There is a need for increased mobility and flexibility for users and better information about the services offered. The opening hours for services and the extension of the groups to which the services are offered also need to be reviewed. All this entails increased costs and will be considered in the authority’s future work.
Technical developments have resulted in improved communications opportunities, which most people with disability can benefit from. Usability and accessibility (Design for all) are key factors for ensuring that people with disability will be able to utilise the new technologies. The needs analysis conducted demonstrates that, despite developments, there are significant restrictions for people with disability regarding their opportunity to use services within electronic communications and post when compared with the population as a whole. The reasons for this are limitations in access to information and education concerning products and services, and also difficulties related to access to and information about the aids that are necessary to utilise the services. The analysis shows that the Internet and e-mail present the least problems overall and that most limitations relate to chat and mobile telephony. Even ordinary telephony involves problems for several different groups of people with disability.
Special needs for services that are not currently met have also been identified for several groups within a number of areas. These are
- Mobility and flexibility: to be able to use the services available from any place and at any time and also to be able to communicate in a way that suits the individual. Many groups need video communication in order to see the person they are speaking with.
- Positioning: to be able to navigate oneself and localise people
- Opportunity to obtain support and assistance when making telephone calls: to obtain assistance with noting and remembering what has been said.