Access for People with Disabilities means access for All

1. gsc11_Userworkshop_05 Access for People with Disabilities means access for All Ms. Robin Wilkinson AM Chairperson Consumers’ Telecommunications Network ACIF Delegation gsc11_UWS_06 GSC: Standardization Advancing Global Communications

2. Outline • About CTN • Background • Universal Design • Accessibility leading the way forward • Current Issues for Accessibility Accessibility, affordability, and simplicity and easy to use Contributions towards solutions – involving consumers in design and standards setting – Australian Model/nothing about us without us • Conclusion GSC11: Standardization Advancing Global Communications

3. About CTN • The Consumers’ Telecommunications Network (CTN) is an independent non-profit community-based organisation in Australia. • We are an umbrella organisation with a membership of over 100 peak consumer bodies directly representing more than one million residential consumers in Australia. Including people in rural regional and remote areas –sectors differences between different consumer groups • More than 50% of these organisations represent people with disabilities – which organisations – pwd physical disbiltiies, Blind vision impaired and Deaf and hearing impaired, speech impaired • CTN is dedicated to representing the interests of residential consumers to improve the accessibility, availability and affordability of telecommunications products and services. GSC11: Standardization Advancing Global Communications

4. Background • CTN has had considerable experience representing consumer interests in all aspects of telecommunications including consumer contributions to the development of technical standards. • CTN delegates have attended the last six GSC meetings and we have been working to improve consumer participation in technical standards setting. • We believe there is still much that can be done to expand the level of consultation with consumers in standards setting forums GSC11: Standardization Advancing Global Communications

5. Consumer Consultation in Australia • In addition to general consultation - • Work with other disability groups such as: TEDICORE Better Hearing Australia Australian Association for the Deaf Blind Citizens etc… GSC11: Standardization Advancing Global Communications

6. Context • 20% of Australians have some level of disability and this figure is increasing with the aging population. • Currently there are 9 working Australians for every aged person, however in 5 years time this figure will be 1 in 4 people. • Australia is a large country with vast distances to cover making service delivery expensive and difficult to provide to rural & remote customers. Some people with Disability also live in these areas GSC11: Standardization Advancing Global Communications

7. Principles of Accessibility “Nothing about us – without us” • Valuing end-user Contributions • Mutual Respect with industry and between different disabilities reps • Universal design Inclusiveness (Special Needs aren’t relevant) • Accessibility (access for pwd means access for all) • Clarity of understanding (especially jargon) • Transparency & Accountability • Responsibility (two ways – consumers & engineers) • Continual Review & Evaluation (from the GSC Consumer Guideline on consumer involvement)

8. Landmarks for Accessibility • 1988 - Telecom Australia establishes an Advisory Consumer Council (TACC). Subcommittee on Disability Issues formed. • 1990 – CTN established & elects a Chairperson & Council. • 1992 – Disability Discrimination Act passes through Parliament • 1995 – Optus establishes a Consumer Forum with Disability representation. • 1995 –Test case goes to court & (Scott vs. Telstra) ensures Deaf consumers have access to TTY’s from Telstra. • 1995 National Relay Service established • 1996 – Telstra lodges a Disability Action plan with the Human Rights & Equal Opportunity Commission (HREOC) • 1997 – Disability Discrimination Act referenced in the new Telecommunications Act GSC: Standardization Advancing Global Communications

9. History of Accessibility since 1997 1997 – Consumer Representation and Advocacy Grants Scheme managed by the Department of Communications & IT. 1997 - CTN publishes Research report on Accessible Features and Telecommunications Equipment 1998 – New Regulations adopted for the Disability Equipment Program managed by Telstra (main provider in Australia) 1998 – Telecommunications Disability Consumer Representation (TEDICORE) Project funded. 1999 – ACIF publishes a Disability Standard 1999 – ACIF establishes their Disability Advisory Body 2000 – Optus from their corporate values adopted a Disability Action Plan developed in consultation with consumers 2002 – TEDICORE releases its Best Practice Guide for Telecommunications and People with Disabilities

10. Milestones 2002 – Federal Government identifies access for people with disabilities and rural & remote users as a key concern in it’s Estens Inquiry. 2002 – ACA conducts a review of the ACIF Disability Standard 2003 – HREOC releases a report “ When the Tide Comes in; towards accessible telecommunications for people with disabilities in Australia” and holds a Forum at Parliament House. 2003 – ACIF Supports project developing proposal for a Text Server – the became known as the TATA or Any to Any Text project 2004 – ACIF establishes a Working Committee to develop an Industry Code on Providing Customers Information about Accessibility Features on Equipment. (currently in progress) 2004 – Australian Federation of Disability Organisations (AFDO) establised 2004 – Australian Mobile Telecommunications Association (AMTA) begins work on Disability Action Plan 2005 HREOC releases a status report on developments since 2003

11. Some Recent Milestones 2006 • Information on Accessibility Features on Equipment Code submitted to regulator by ACIF for registration • ACIF considers development of a Accessibility Guide to complement the Information Code • ACIF and HREOC begin consultation on Accessible Payphones Guide • Government funds consultancy on Implementation of Text Server • Government announces new contract for National Relay Service which includes the roll-out of an IP Relay Service by July 2007 • Government also considers future of Disability Equipment Program

12. Any-to Any Text Consultancy Assessment of Any-to-Any Text Connectivity Options for telecommunications users who are deaf or have a hearing or speech impairment The Department of Communications, Information Technology and the Arts appointed a consultant to assess solutions for direct any-to-any text connectivity for telecommunications users who are deaf or have a hearing and/or speech impairment. A report will be put to Govt. in June 2006. The consultancy involves an independent assessment of the technical feasibility and financial viability of the Australian Communications Industry Forum’s Any-to-Any Text Connectivity Options Working Group text server proposal and any other technology options that could provide any-to-any connectivity for people who are deaf or have a hearing and/or speech impairment.

13. Accessibility leads the way Forward • Many lessons have been learnt by consumer advocates representing the needs of people with disabilities about working collaboratively with industry. • Throughout all this work it has been important for people with disabilities to respect specific areas of expertise, so that Deaf Consumers speak for themselves and this also applies for other areas of disability. GSC11: Standardization Advancing Global Communications

14. Accessibility leads the way Forward • There is now an understanding that more regulation and standards will not necessarily deliver the best outcomes for consumers. • We have greater confidence that positive outcomes can be achieved through many mechanisms including guidelines, forums and workshops. • This is a considerable step forward for industry and consumers working together in partnership. GSC11: Standardization Advancing Global Communications

15. Current Issues for Accessibility • Identified in the HREOC Accessibility Status Report 2005 • VoIP report • Text telephony – any to any text connectivity • NRS IP server • 2. Public payphone accessibility and TTY payphones • 3. Disability impact analysis for changes in technology • 4. SMS pricing for deaf users • 5. Need for better resourced consumer representation and research • 6. Review of management of Disability equipment program (including Mobile phones in DEP) • 7. Mobile telephony action plans • 8. Expansion of telecommunications disability standard

16. Accessibility Goals CTN Members’ would like to see the following: • Recognition that communications is an essential service for participation fully in society as well as performing everyday tasks. • An expansion to the current ACIF Disability Standard as a priority. • Equipment designed using Universal Design principles in particular for mobile (cell) phones. • Better availability of broadband services, as well as clearer information about how to install and use the equipment and basic standards in quality of service. • On-going improvements to useability of the internet for people with disabilities. • An independently managed Disability Equipment program. • A Video Relay Service for the Deaf who use sign language. GSC11: Standardization Advancing Global Communications

17. Accessibility Goals • Better security and protection from Spam and Spyware as these issues can affect computer driven environmental controls systems commonly used by quadriplegics. • Better technologies for people with communication disabilities to access telecommunications. (Currently this is the most disadvantaged disability community in Australia with little or no access to telecommunications services) • Basic user manuals and instructions for people with learning difficulties. • Improved access to emergency services. • Better access to video displays using voice synthesizers, voice recognition programs or captioning. • Better standards for mobile video reception and screen size to allow Deaf consumers to use sign language GSC11: Standardization Advancing Global Communications

18. Contributions towards Solutions 2005 Activities: • ACIF is taking a leading role through its Disability Council (previously the Disability Advisory Body DAB). There are 9 members from organisations which represent people with disabilities. • ACIF developed options for the future of Text Telephony in Australia through its NGN project (see GSC9). • The Industry Code on Information for Customers about Accessibility Features has been submitted to ACMA for registration. • It is hoped this will be followed by the development of ACIF Guidelines for Accessibility features. GSC11: Standardization Advancing Global Communications

19. Contributions towards Solutions • Guidelines for Payphones Accessibility are in development. • ACIF’s Disability Council collaborated with the ACIF Consumer Council to hold a workshop on Informed Consent in November 2005. • ACIF Consumer Council & Disability Council are also drafting an outline for proposed Community Impact Statements. • TEDICORE chaired the inaugural Accessibility Expert Group meeting at the ASTAP Meeting in Melbourne 25-28 October,2005. • Involvement of consumers, particularly those advocating the interests of People with Disabilities and elderly citizens, in e-health standards processes

20. Alternatives to Standards • In AustraliaACIF has developed an Industry Code to specify obligations on customer equipment importers and manufacturers to provide product information on the functional characteristics of their customer equipment that would be beneficial to people with a disability.This information is to be provided to carriage service providers (CSPs) that provide an Standard Telephone Service (STS). • This may be followed by the development of an ACIF Industry Guideline to provide guidance for customer equipment importers and manufacturers on features of customer equipment used for the STS to assist consumers with disabilities. GSC11: Standardization Advancing Global Communications

21. Aims of this Industry Code . In developing both the Code, the Working Committee had to: • Take account of international work and align the documents with relevant standards and guidelines developed by recognized bodies (e.g., ETSI, ITU-T, COST 219bis) and assess the extent, if any, that these standards and guidelines have been implemented. • Consider whether and, if so, how to cover information on Customer Equipment provided directly to retail markets. • Address concerns by manufacturers that the code would be too prescriptive and onerous to comply with. GSC11: Standardization Advancing Global Communications

22. Possible Outcomes for the Code • The obligation on equipment suppliers under the Code is simply to provide product information on the functional characteristics of their customer equipment, in a way that can be utilised by CSPs (and other retailers) in providing product information to people with disabilities. • The development of a proforma matrix was seen as a way to facililtate that information flow: the suppliers simply indicate on the proforma matrix the equipment features that exist on equipment provided. There is still discussion about how this will work in practice. • In response to concerns expressed by Suppliers, it was agreed that if a piece of equipment does not have a listed feature, the suppliers do not have to provide a negative response in relation to that item; only positive information need be supplied. GSC11: Standardization Advancing Global Communications

23. Real Outcomes for Consumers • The information code was considered an alternative by some to the expansion of the Australian Disability standard. • The information code was seen as a compromise as suppliers have argued that many of the features that assist accessibility are available on some models already. • It was thought that an information code could be Australia specific, however it is clear that international initiatives in this area would be very valuable. • Consumers need one centralised place for standardised information about accessibility features so they can find the equipment they need and in a global market international co-operation makes considerable sense. GSC11: Standardization Advancing Global Communications

24. ASTAP Accessibility & Useability (AU) The Asia-Pacific Telecommunity (APT) launched its Asia-Pacific Telecommunity Standardization Program (ASTAP) in February 1998 to promote & coordinate expert activity in telecommunications standardization across the Asia-Pacific region. It was agreed at ASTAP-9 that an Accessibility and Usability Workshop should take place during the plenary session of ASTAP-10. The purpose of the Workshop was: • to increase ASTAP awareness of accessibility and usability in standards development • to provide a basis for work in the Accessibility and Usability Expert Group The program was designed to offer ASTAP delegates an introduction to accessibility and usability issues. Statistics and universal design principles and practice formed the introductory parts of the Workshop program. Particular access issues were then outlined. These included the need for Deaf people to use videotelephony in order to communicate via sign language, this being their first language. Blind people's use of mobile phones was discussed together with their difficulties in accessing screen-based text on handsets for SMS, menu and address-book functions. Standards development under way internationally on improving real-time text communication for Deaf people and people with speech or hearing impairments were also addressed. The meeting Rapporteur was Gunela Astbrink from TEDICORE Australia. GSC11: Standardization Advancing Global Communications

25. ASTAP Accessibility Workshop • The Workshop then explored advances in the region to develop accessibility standards or guidelines. Examples from Korea, Thailand and Australia were given by speakers from those countries. Finally, there were presentations on how regional initiatives have led to international developments. This included the move to involve end-users in standards development, the use of Japanese accessibility guidelines as a basis for international standards (given at the AU Working Group meeting) and finally and importantly, the industry viewpoint on accessibility guidelines. • As much as was possible, there was a balance between speakers from different parts of the region and reflecting views of regulators, end-users, researchers and industry. However, there was a prevalence of Australian speakers since the Workshop was held in Melbourne. GSC11: Standardization Advancing Global Communications

26. ASTAP 10 Outcomes for Consumers The Accessibility and Usability Working Group meeting immediately followed the Workshop. • There was positive feedback about the Workshop. This feedback included an indication that developing countries would benefit from further assistance in making accessibility policies and standards. • It was agreed at the Working Group that it would be beneficial to develop an ASTAP accessibility guideline or standard that could be used as a support for national governments and standards bodies in developing their own accessibility standards. To best achieve this, it is important to learn more about AP countries' activities in accessibility policies and standards. Therefore, it is proposed that a survey be conducted of AP countries with regard to any legislative or regulatory activity in accessibility. Survey questions could also include information on accessibility policies and programs. A draft summary of a model accessibility guideline could be included in the survey to assist as a reference point. The results of the survey will assist to underpin the creation of an appropriate ASTAP accessibility guideline or standard. • It was also agreed by the Working Group that the GSC-10 user resolution which encourages the use of the ITU-T Study Group guide and the GSC Guideline on consumer involvement in the standardization process should be supported by ASTAP. GSC11: Standardization Advancing Global Communications

27. ASTAP AU Expert Group Activities The Accessibility and Usability Expert Group meeting will be working on the following: • Survey on policy, regulation and legislation relating to accessibility in Asia Pacific countries • - governments are encouraged to complete the survey • - it will lead to improved information sharing on accessibility in the region • - it will inform the development of an ASTAP Standard/Guidelines on Accessibility • It will be discussed at ASTAP 11 in June 2006 GSC11: Standardization Advancing Global Communications

28. Conclusion • CTN and other consumer organisations understand that good outcomes from standards processes are necessary for industry as well consumers. • Standards organisations can contribute to improving accessibility in many ways not just producing standards but also with the use of guidelines, voluntary codes, training groups, discussions about best practice models, workshops, forums and industry facilitation to search for solutions. We believe that end-users can be involved in all these processes. • CTN’s experience leads us to believe that mutually beneficial outcomes can be achieved by continuing to work together collaboratively with industry. GSC11: Standardization Advancing Global Communications

29. Thank you Consumers’ Telecommunications Network Unit 2, 524-532 Parramatta Rd, Petersham NSW 2049 Australia ctn@ctn.org.au www.ctn.org.au Telephone: +61 2 9572 6007 Fax: +61 2 9572 6014 TTY: +61 2 9572 6047 Mobile: +61 414 748 906 GSC11: Standardization Advancing Global Communications

30. What is Universal Design . The design of products and environments to be usable by all people, to the greatest extent possible, without the need for adaptation or specialized design. GSC11: Standardization Advancing Global Communications

31. What is Universal Design . The design of products and environments to be usable by all people, to the greatest extent possible, without the need for adaptation or specialized design. GSC11: Standardization Advancing Global Communications

32. What is Universal Design . The design of products and environments to be usable by all people, to the greatest extent possible, without the need for adaptation or specialized design. GSC11: Standardization Advancing Global Communications

33. What is Universal Design . The design of products and environments to be usable by all people, to the greatest extent possible, without the need for adaptation or specialized design. GSC11: Standardization Advancing Global Communications

34. What is Universal Design ? . The design of products and environments to be usable by all people, to the greatest extent possible, without the need for adaptation or specialized design. GSC11: Standardization Advancing Global Communications

35. Principle One . • Equitable Use • The design is useful and marketable to people with diverse abilities • GUIDELINES • Provide the same means of use for all users: identical whenever possible; equivalent when not. • Avoid segregating or stigmatizing any users. • Provisions for privacy, security, and safety should be equally available to all users. • Make the design appealing to all users. GSC11: Standardization Advancing Global Communications

36. Principle Two . Flexibility in Use The designaccommodates a wide range of individual preferences and abilities. GUIDELINES Provide choice in methods of use. Accommodate right- or left-handed access and use. Facilitate the user's accuracy and precision. Provide adaptability to the user's pace. GSC11: Standardization Advancing Global Communications

37. Principle Three . Simple and intuitive Use of the design is easy to understand, regardless of the user's experience, knowledge, language skills, or current concentration level. GUIDELINES Eliminate unnecessary complexity. Be consistent with user expectations and intuition. Accommodate a wide range of literacy and language skills. Arrange information consistent with its importance. Provide effective prompting and feedback during and after task completion. GSC11: Standardization Advancing Global Communications

38. Principle Four . Perceptible Information The design communicates necessary information effectively to the user, regardless of ambient conditions or the user's sensory abilities. GUIDELINES Use different modes (pictorial, verbal, tactile) for redundant presentation of essential information. Provide adequate contrast between essential information and its surroundings. Maximize "legibility" of essential information. Differentiate elements in ways that can be described (i.e., make it easy to give instructions or directions). Provide compatibility with a variety of techniques or devices used by people with sensory limitations. GSC11: Standardization Advancing Global Communications

39. Principle Five . Tolerance for Error The design minimizes hazards and the adverse consequences of accidental or unintended actions. GUIDELINES Arrange elements to minimize hazards and errors: most used elements, most accessible; hazardous elements eliminated, isolated, or shielded. Provide warnings of hazards and errors. Provide fail safe features. Discourage unconscious action in tasks that require vigilance. GSC11: Standardization Advancing Global Communications

40. Principle Six . Low Physical Effort The design can be used efficiently and comfortably and with a minimum of fatigue. GUIDELINES Allow user to maintain a neutral body position. Use reasonable operating forces. Minimize repetitive actions. Minimize sustained physical effort GSC11: Standardization Advancing Global Communications

41. Principle Seven . Size and Space for Approach and Use Appropriate size and space is provided for approach, reach, manipulation, and use regardless of user's body size, posture, or mobility. GUIDELINES Provide a clear line of sight to important elements for any seated or standing user. Make reach to all components comfortable for any seated or standing user. Accommodate variations in hand and grip size. Provide adequate space for the use of assistive devices or personal assistance. GSC11: Standardization Advancing Global Communications

42. What is Universal Design . Source: The Center for Universal Design cud@ncsu.eduVersion 2.0 4/1/97 Compiled by advocates of universal design, listed in alphabetical order: Bettye Rose Connell, Mike Jones, Ron Mace, Jim Mueller, Abir Mullick, Elaine Ostroff, Jon Sanford, Ed Steinfeld, Molly Story, & Gregg Vanderheiden GSC11: Standardization Advancing Global Communications

43. What is Universal Design . The design of products and environments to be usable by all people, to the greatest extent possible, without the need for adaptation or specialized design. GSC11: Standardization Advancing Global Communications