British Sign Language pilot leads to more accessible Government services

The Department for Work and Pensions (DWP) has introduced a new video relay service to support British Sign Language (BSL) users to access the DWP website.

The system will ensure BSL users can easily access Government services and has begun with the Department for Work and Pensions.

Users of the Video Relay Service (VRS) can be supported to make BSL interpreted video calls using a tablet, computer, smartphone or laptop. A professional BSL interpreter will then relay the call in English to DWP member of staff.

Justin Tomlinson, Minister for Disabled People commented: “I am absolutely committed to ensuring equal accessibility for disabled people – whether that be access to employment, leisure facilities, or public services.

“Historically, disabled people may have faced barriers, but it is one of my top priorities to break every one of these down.

“The introduction of the Video Relay Service is an important step in making Government services accessible to deaf people or those with hearing loss, and will ensure they can communicate with our staff quickly and easily. It will make a huge difference to their experience of using our services and I’m delighted we’re leading the way across Government.

“My role is to work across Government and with different industries to remove the barriers that disabled people face. We made some real progress in 2015 but I want to see much more this year. Businesses need to recognise that if they do not make the changes needed they could be missing out on very talented employees, not to mention millions of the so called ‘purple pound’.”

The introduction of BSL user friendly service, through the introduction of VRS is one of the latest changes implemented by the DWP to make services more accessible for people, irrespective of their disability.

Chair of the UK Council on Deafness, Jim Edwards, said: “The UK Council on Deafness is delighted DWP has taken this step to open up access for deaf people who use BSL. We trust the pilot will be successful and look forward to more Government services becoming accessible.”

The DWP has signed a contract to BSL industry specialists, SignVideo, who have extensive experience delivery VRS for companies including, Allianz Insurance, Barclays and Halifax.

Customers will be able to access VRS from links on GOV.UK information pages, including the Disability Benefits Centre contact page. Hyperlinks act as unique call buttons for BSL users to show the provide which area within the DWP, the call is for, enabling them to make contact with the relevant area.

Staff members at the DWP will then deal with calls as they would any other call they receive, asking some identify verification questions through the BSL interpreter, before continuing with the call.

BSL users are not required to register for this service and it will be made available instantly with no need to make an appointment to use it.

Director of community development at the British Deaf Association, Damian Barry, added: “We are pleased that the DWP has acknowledged the importance of deaf customers having full access to its services in BSL. The setting up of a pilot project is an encouraging step towards our wish to see full VRS access for deaf people across all Government departments.”

Currently, the contract is limited to six months as the Crown Commercial Service (CCS) finalising a new national framework for Interpreting services, which is due to be announced in March 2016. After this, the DWP will select companies on the new national framework as the previous national framework did not include the provision for VRS.

Where necessary, the DWP provides British Sign Language (BSL) interpreters or non-spoken language interpreters, for customers who are deaf, hard of hearing or speech impaired. They also use induction loops, email, lip reading, and textphones.