1. Angela Bonomy/Irene Bruce UKCoD Telecoms Conference
contactSCOTLAND British Sign Language (BSL) Online Video Relay Interpreting Service Pilot
Angela Bonomy/Irene Bruce
Scottish Government
Fair Exchange
UKCoD Telecoms Conference
4th November 2015

2. Today’s Agenda Policy context What we want to achieve Our story so far
Successes and challenges
Next steps
Questions

3. Delivering Digital Public Services
“My vision for Scotland is a country in which digital technology provides a foundation for innovative, integrated public services that cross organisational boundaries and deliver to those in most need.”
John Swinney, Deputy First Minister,
Scottish Government

4. Online Video Relay Interpreting Service in Scotland Pilot
Policy Context
Over 6000 Deaf BSL Users in Scotland
Entitled to same access to services as hearing people
Evidence base suggests barriers and discrimination and need for greater equality
Ministerial Priorities
Outcomes Focused Government
National Performance Framework
Programme for Govt
Legislation Equalities Act Human Rights Act
Patients Rights Act
BSL (Scotland) Act
Improving Public Services
Christie Commission
Digital Strategy

5. What we want to achieve Longer/medium term outcomes
Addressed inequality and discrimination
Empowered deaf people to have more choices, control and influence and self sufficiency in their lives
Improved access to services to the same standard as everyone else
Increased social inclusion and participation in community life
Increased quality of life and wellbeing

6. What we want to achieve Short term outcomes
Increased knowledge and awareness of contactSCOTLAND
Increased use of contactSCOTLAND
Improved access to public services for deaf /deafblind people
Increased digital participation

7. Overall Aim and Objectives
To provide a BSL online video relay interpreting service pilot which is high quality, continually improving, efficient and responsive to user needs.
Objectives
To extend the NHS 24 BSL interpreting service pilot to allow users to access a wider range of public services/agencies
To engage with BSL users to ensure it is fit for purpose, cost effective and encourage them to use the service.
To measure and evaluate extended service and make recommendations to Ministers on its future by Summer 2015

8. BSL Pilot Story so far April 2012 NHS 24 Phase 1 Pilot started
Low uptake: not cost effective
End 2014
Ministers agreed extended funding to make service more accessible/cost effective
August 2015
Ministers agreed business case
Move pilot to full implementation in 2016
Evaluation/Procurement
2 March 2015
Launch contactSCOTLAND
SG Press Release
Communications Strategy
BSL Pilot
Story so far
January 2015
Phase 2 work starts
Project documentation
Project Board and Implementation Group
set up
February 2015
Ministers agreed to extend
to all public services and rebrand
contactSCOTLAND
February 2015 contactSCOTLAND website set up
national/local marketing campaign commenced

9. BSL Video clip explaining how service works

10. Successes Facts and Figures
Scotland leading the way in UK as first nationally funded public sector BSL online Video Relay Interpreting Service
Call volumes averaging between 75 and 100 calls per week
Calls made to GP surgeries, local authority services and range of other public bodies
contactSCOTLAND website highly popular- over 14,000 page hits on the site and 8,000 unique visits
contactSCOTLAND BSL video viewed over 1200 times
'How to use the service posters' downloaded nearly 200 times
Listening and acting on feedback for ‘quick wins’

11. Calls per month: March - September 2015
contactSCOTLAND
Calls per month: March - September 2015

12. User Feedback
“We welcome that the service is now being extended to all national and local public bodies ready to promote and support BSL and Deaf Users across Scotland and that Deaf users have access to public services like everyone else.”
“This is an excellent development, many thanks for seeing this through.”
“As a Deaf BSL user l think the service is great. Please could you also consider allowing Deaf people to also use it to contact Gas & Electricity companies, Insurance, CAB and Family & Friends.”
“I no longer need to rely upon my mother to make calls for me and my children. The service is great, so glad l can now communicate independently.” 

13. The Challenges Keeping it all going – managing user expectations
Stakeholder engagement/service user involvement
Robustness of technology
Resources (people and money)
Not a replacement for face to face interpreting
Shortage of interpreters
Differentiating between devolved and reserved matters
Pace of digital technology

14. Next Steps
Continuing to implement communications and engagement strategy
Listening and responding to feedback
Learning lessons from others internationally
Analysing results of pilot evaluation exercise
Undertaking open and transparent procurement exercise for full implementation of service to commence Spring/Summer 2016

16. Further Information http://contactscotland-bsl.org