HomeMy WebLinkAboutCSD-09-038 - AODA TextNet Report
REPORT
REPORT TO:
Finance and Corporate Services Committee
DATE OF MEETING:
June 1, 2009
SUBMITTED BY:
Mark Hildebrand, Director, Community Programs and
Services (ext. 2687)
PREPARED BY:
Kelly Steiss, Inclusion Coordinator (ext. 2226)
Jeannie Murphy, Customer Service Project Manager
(ext.2795)
WARD(S) INVOLVED: All
DATE OF REPORT:
May 13, 2009
REPORT NO.:
CSD-09-038
SUBJECT:
TEXTNET
RECOMMENDATION:
For information only.
BACKGROUND:
The Customer Service Regulation (Ontario Regulation 429/07) under the Accessibility for
Ontarians with Disabilities Act states in part that “persons with disabilities must be given an
opportunity equal to that given to others to obtain, use and benefit from the goods or services”
and “must be provided in a manner that respects the dignity and independence of persons with
disabilities”.
At present, the City of Kitchener uses a TeleTypewriter device (TTY) to receive calls from
individuals who are deaf, deafened or hard of hearing. The TTY was meant for use in a home
setting and was never meant for use in a business setting however at the time that this system
was acquired, it was the only option available. Although staff are trained on the use of the TTY,
the system is no longer a device of choice and therefore results in communication barriers for
members of our deaf, deafened and hard of hearing community.
TextNet was introduced a couple of years ago and is regarded as a superior technology to the
TTY in terms of delivering customer service to people that require this accommodation. It will
provide an equal opportunity to all Kitchener residents to obtain a standard level of customer
service as callers using the telephone.
An internal project team consisting of Rick Knap (IT), Jeannie Murphy (Customer Service
project), Steve Kropf (Corporate Contact Centre) and Kelly Steiss (Inclusion Services) worked
on the implementation of this system.
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REPORT:
On June 1, 2009, TextNet will be launched with thirteen (13) users across the Corporation. The
Corporate Contact Centre will be set-up to receive the initial calls. To respond to more specific
issues and questions that may arise, the Contact Centre will be able to forward calls to TextNet
users available in the Mayor and Council offices, the CAOs office, Operations, Utilities, By-law
Enforcement, Revenue, Legislative Services, Community Services and Inclusion Services. Staff
will now be able to more efficiently and effectively address comments, questions and concerns
from the public thus providing valued services to all members of the community.
FINANCIAL IMPLICATIONS:
Funding for this project was designated in 2007 via the Corporate Accessibility Fund. The one-
time costs for the initial set-up of this device and the required training will not exceed $3000.
The operating costs for the access ports and user accounts will amount to $450 per month and
will be realized through the Telephone Reserve Fund.
COMMUNICATIONS:
A communication plan has been developed with the Corporate Communications Department to
advise staff about this new system and to request that they include the new TextNet number on
their business information. The TextNet number is a 1-800 number and will replace the current
TTY number. The inclusion of a TTY number on business cards is a standard requirement on
the business card template.
Inclusion Services staff will work with the Canadian Hearing Society and members of the Deaf
Community to raise awareness of this new service
CONCLUSION:
Not applicable.
ACKNOWLEDGED BY:
Pauline Houston, General Manager Community Services
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