Assistive Technology for the Deaf: Thailand Experience Wantanee Phantachat National Electronics and Computer Technology Center National Science and Technology Development Center Ministry of Science and Technology Aug 26, 2014

Outlines General information of Thailand and Statistical data of pwds Background situation: barrier of communication Telecommunication Relay service

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: 0.249 million Speech impaired Population: 20,000 persons Older Population: 8 million National Religion : Theravada Buddhism Government : Constitutional Monarchy Head of State : King Bhumibol Adulyadej Head of Government : Prime Minister Yingluck Shinawat Currency : Bath (THB)

Current statistical data of Thai Pwds Up today, there are 1,463,466 persons with disabilities that registered in pwd registry of National Office for Empowerment of Persons with Disabilities (NEP)*. There are 249,184 persons with hearing loss (deaf). Deaf populations is second largest within disabilities group (16%) behind physical handicapped (46%)* *Source: National Office for Empowerment of Persons with Disabilities (updated on June 2, 2014)

Current statistical data of Thai Pwds Source: National Office for Empowerment of Persons with Disabilities (updated on March, 2013

Barrier in Communication How does the deaf communicate? using sign language to communicate. using lip reading to perceive information. using text or pictures to communication and perceive information.

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.

Thai Telecommunication Relay Service (TTRS) By Wantanee Phantachat Advisor to TTRS Center Presentation at International Workshop on Assistive Technology in I-create 2014 , Singapore Date: August 22, 2014, Venue: ITE, College East, Singapore

Background 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 0.00015% in Telecommunication Relay service.

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 0.00015% 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.

THAI TELECOMMUNICATION RELAY SERVICE SMS, MMS สนทนาข้อความ สนทนาวิดีโอ สนทนาวิดีโอผ่าน อุปกรณ์สื่อสารเคลื่อนที่ สนทนาวิดีโอผ่านตู้ TTRS ฉุกเฉิน

Services of TTRS 6 services of TTRS SMS/MMS Relay service IP Text relay Service Video relay Service VRS via Mobile app VRS via Kiosk Emergency relay service 2 New service of TTRS Speech enhancement service for persons with Laryngectomy Captioned Phone Relay Service

Telecommunication Relay Service System and Application

TTRS-Message Menu Text message Relay Service Emergency Relay Service TTRS News

Membership Registration Contact TTRS agent for membership registration

Setting, picture, and location

Text Message

Medical Emergency Relay Service

Information

Public Internet Kiosks 30 Kiosks were installed around Thailand. This year 90 new model of Kiosks will be installed.

Service Level Agreement set to: 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

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

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

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

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

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 relay through mobile phone, operator room setting, sign language interpreting on WebTV

The result of TTRS services in 2012, 2013 until May 2014 (Unit: call)

Abandon calls per hours: VRS & KIOSK in 2012-2013

Lack internet coverage around Thailand 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

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

Annual Users Feedback Seminar Selected 80 most users with most frequented use Evaluate only callers, not receiver

Users Satisfactory Evaluation Service Preference Percentage of Users Satisfactory by Service Preference VRS 45% Kiosk 35% Text 19% SMS 13% MMS 7%

Improve Emergency Relay Service Future Plan Improve Emergency Relay Service Video phone to be installed in all deaf clubs (77 clubs) in 77 provinces. Deaf individual can purchase video phone for personal use Relay through mobile phone/tablet

Medical Emergency architecture ITEMS

Medical Emergency architecture    Mobile Application     SMS VRS

Thank you TTRS Thailand