1. 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

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

3. 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: 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)

4. 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)

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

6. 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.

7. 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.

8. 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

9. 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 ( ) 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 % in Telecommunication Relay service.

10. 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 % 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.

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

12. 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

13. Telecommunication Relay Service System and Application

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

15. Membership Registration
Contact TTRS agent for membership registration

16. Setting, picture, and location

17. Text Message

18. Medical Emergency Relay Service

19. Information

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

21. 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

22. 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

23. 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

24. 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

25. 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

26. 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

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

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

29. 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

30. 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

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

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

33. 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

34. Medical Emergency architecture
ITEMS

35. Medical Emergency architecture
   Mobile Application
    SMS
VRS

36. Thank you
TTRS Thailand