Call Center for Visually Impaired Users of Assistive Technology Migdal Or, Israel Rehabilitation Center for the Blind and Visually.

Call Center for Visually

Impaired Users ofAssistive Technology

w w w. m i g d a l o r. o r g . i l

Migdal Or, IsraelRehabilitation Center for the Blind and Visually Impaired

Introduction: Migdal-Or (Lighthouse)

A functional and vocational rehabilitation center for people who

are blind or visually impaired

Our Mission: To enable people who are visually impaired

or blind to live normative and independent lives.

Goals

o To improve the independent daily functioning of people who

are visually impaired or blind.

o To integrate them into the job market according to their

abilities and needs.

Strategies for Facilitating Social Change

Services

Distribution of practical and theoretical information

Technology

Functional Rehabilitation Services

Low Vision Clinic

O&M and life skills training division.

Counselling and family therapy.

Call Center for Assistive Technology Users

Vocational Rehabilitation Services

Vocational Assessment

Training

Support for job seekers and employers

Transitional Employment Center

Key Facts About Israelo Up to 10% of all people with disabilities are blind or visually

impaired.

o 23,628 people are legally registered as blind:

• Up to 8% - under the age of 18

• Up to 27% - of working age (18-65)

• Up to 65% - above working age

o 50,000 visually impaired are not registered as blind.

o Up to 30% of all visually impaired (whether or not registered) are

using assistive technology – approximately 20,000 individuals.

o A sharp increase in assistive technology users is expected in the

next 10 years.

Accessibility Laws in Israel

o The Equal Rights of People with Disabilities Law was

passed in Israel in 1998.

o By 2017 all private and public entities need to comply

with service accessibility regulations.

o Telecommunications companies are required to provide

accessible services.

The Technological Age

The growing accessibility of information and technological

advancement, especially social media, offer prospective

improvement in the quality of life of visually impaired and

blind people (Brodin & Lindstrand, 2003(.

Web apps offer new possibilities for integration in social,

educational, vocational and leisure activities

(Burgstahler, 2006; Shpigelman & Gill, 2013).

Using ICT affects functional independence,

employment integration and social integration.

Difficulties Encountered by Blind or Visually Impaired Individuals, using technological devices

o Often Cannot receive assistance from technical support centers,

family members or friends.

o Customer service providers for smartphones and computers lack

the necessary knowledge for sufficient guidance.

o IT support in the workplace unable to provide appropriate support

for employees.

o Free apps cannot be used due to lack of appropriate support

The idea :

• Call Center for visually impaired assistive technology users.

• The Call Center will train people with blindness or visual impairment to

be technology support specialists and will employ them as such (TSS).

• The Call Center will support and guide employers and others involved

with people with visual impairment or blindness.

How Did We Achieve It?

o A specialist in Call Center management designed a

guiding format and determined the standard for services.

o We developed specific processes to select and train

the TSS.

o We implemented a more accessible Customer

Relationship Management product – ”Salesforce”

o We funded this new venture from Migdal Or budget

reserves.

And Todayo Operations began in February 2014.

o The staff includes a manager and 5 TSS.

o The project is led by a steering committee.

o We are working with the Salesforce CRM system and the

IP Centrex Telecom system.

o We entered into a service agreement with the company

that provides the Ray smartphone.

o Israel Venture Network supports the project.

o We provide the Library for the Blind with technical support

for their digital online library.

Frequency of Calls and Areas of Support

Technical Support January - June

JuneMayAprilMarchFebruaryJanuary0

20

40

60

80

100

120

140

160

180

Frequency of Calls and Areas of Support

23%

4%

3%

2%

1%10%

15%

6%

23%

7%

3%

2% 1% 1%

Technical Support: January- June 2014

Screen Reader Enlargement SoftwareSpeech engine programScanning programBrailleOperating SystemOfficeSurfing the InternetMobile PhonesSoftwareSocial Networks MaintenanceRefferal supplierOther

Frequency of Calls and Areas of Support

22%

45%

30%

1%1%

Screen reading software

Cobra Jaws

Nvda Windows Eye

Information

Frequency of Calls and Areas of Support

5%

46%

4%

20%

25%

Mobile Phones

Talk

Rey

Information

Android

Iphone

Upcoming Challenges

o Marketing the service – for users and other companies.

o Finding investors.

o Implementing our business plan within three years

to ensure the sustainability of the service.

o Examining the possibility of replicating the project abroad.

o Creating a platform for sharing technological information.

“One tiny candle

will banish

darkness

from a huge room”.

Baal Shem Tov.

Financial Planning The Annual Budget : $ 200,000

o$ 120,000 income from technical support services to the

Israeli

cellular companies, ISPs & technology providers

o$ 40,000 income from sales and services

o$ 40,000 income from expansion to other services in the

market

oPossible subscription fees from customers under

consideration