Next Generation Text Service NGTS UKCOD Conference 4

Next Generation Text Service (NGTS) UKCOD Conference – 4 th November 2015

An Introduction to The Next Generation Text Service Enables people who can’t speak and/or hear to make calls Relay assistant sits in middle of the phone call Typed conversation is spoken, and spoken conversation is typed Any kind of phone call: family, business, emergency, etc.

The enhanced features of NGT Parallel Voice and Text Parallel communication channels allow a text and voice connection to be open at the same time. No longer any need to switch between text and voice modes. • Improved Access No Additional Registration Simplified Access for Standard Telephone Users Caters for a variety of needs An end-to-end service supporting a wide range of terminals such as PC, and mobile terminals through downloadable apps A service that is available on demand with online setup Provides an alternative to the 18002 prefix by using a range of Text Numbers starting 03 or 07. End Users can choose how they wish to use the service

NGT Usage App calls and unique app users are both on the increase 12000 10000 8000 6000 4000 2000 App Calls 15 p. Se 5 15 g. Au l-1 Ju 15 15 n. Ju ay - M r-1 5 Ap -1 5 ar M 15 15 b. Fe 14 n. Ja 14 ec D ov N O ct -1 4 0 Unique CLI's for App calls • 17% of all text originated relay calls are currently being made via the app • Overall app downloads and reviews are on the increase. The Android app has seen between 1, 000 and 5, 000 downloads and the IOS app between 3, 500 and 4, 000 since September 2014 • Overall call volumes since launch are broadly flat - the majority of app users have substituted legacy textphone devices in favour of the app. • Call handling times are higher for app calls than they are for traditional textphone calls.

NGT Feedback • Online app stores provide a very rich & unfiltered form of feedback. • The IOS app is currently rated 4+ and Android is 3. 9. • The feedback/ rating information on this slide is taken direct from the google play store on November 2 nd

Our Commitment Our Approach BT has set up a dedicated helpdesk for relay users. To assist relay users with the NGT Lite on -boarding process NGT website has been updated with instructional video clips and a BSL translation is currently being developed Work with deaf charities' to encourage usage and take up of the new NGT service Provide 500 smartphone devices to end users of organisations identified by representatives of the NGT Steering Board Play our part to deliver a desktop and mobilecompatible version of the NGT Lite application for Braille reading equipment users. How we have delivered We carried out 6 Train the Trainer events throughout the country during June. Over 100 people are now more familiar with the NGT Lite app and can take this learning out into the wider community to encourage more use of the app 100 Android devices have been given to attendees of the Trainer events. An additional 350 have been supplied to organisations already identified. The 50 remaining devices will be given out as and when requested The additional technical work has been completed for both the Windows desktop and the Android app. We have engaged Sense to complete specific enduser testing by Deafblind users and feedback has been positive regarding the improvements made to the Windows desktop version. We are awaiting feedback for the Android version.

BACK-UP

Key Metrics Relay Monthly PCA is consistently being over achieved The quality of relay calls remains above target 99. 00% 98. 00% 97. 00% 96. 00% 95. 00% 93. 00% 94. 00% 91. 00% 93. 00% 89. 00% Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 PCA 15 15 p. Se 5 15 g. Au l-1 Ju 15 Ju n- 5 -1 5 M ay -1 Ap r 5 -1 ar M 15 Fe b- 15 n. Ja 4 c 1 De v- Quality Target Average typing speeds are above target Complants received remain below the threshold of less than 1 complaint per 1000 calls 90. 00 80. 00 1. 20 70. 00 1. 00 60. 00 50. 00 0. 80 40. 00 0. 60 30. 00 0. 40 20. 00 0. 20 10. 00 No 4 Oc t-1 85. 00% 14 92. 00% 87. 00% Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Average WPM Target 0. 00 Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Complaints per 1000 calls Threshold