New Media Awards 2007 Atos Origin

Disability Rights Commission - HelpLive

http://www.drc.org.uk/helplive/

Nominated in Modernising government award category.

The Disability Rights Commission (DRC) is an independent body established by an Act of Parliament to stop discrimination and promote equality of opportunity for disabled people. They offer a helpline service to give advice and information on the Disability Discrimination Act (DDA).

The Helpline is contactable via telephone, text phone, post and email. The service has been very successful and received over half a million enquiries in the first 5 years. The primary objective was to offer a service to those who have difficulty using the telephone such as deaf people, people with speech impediments and people who cannot use their voice.

1 nomination from readers

  • The HelpLive website delivers a unique service for deaf people and others with speech difficulties so that they may contact the DRC for advice and information on the DDA.

    The service has been developed utilising innovative new media technology to provide an alternative and modern method for these very specific audience groups to contact the DRC easily and accessibly.

    The website offers its audience a method by which they can register and book an appointment with DRC staff online through an attractive, accessible and usable interface. Once an appointment is approved through a bespoke administration system, users can chat online with an appropriate helpline advisor conducted through an easy to use, secure and accessible instant messaging service.

    The entire site is fully managed by an administrator who will assign users with specific queries to advisors whom are best placed to provide guidance and advice.

    Over 100 appointments were booked in the first month and the site has received positive feedback from users who had found it difficult using previous methods of communication. These include:

    ‘This online helpline is glowing for me because of its perfect accessibility for Deaf people. I prefer this rather than using a typetalk. I am really looking forward to contacting the DRC advisors again because it gains my self-confidence. I have already mentioned this wonderful system to Deaf people. I hope you will receive Deaf callers more than before.’

    ‘This is an excellent service for people with speech disabilities like myself. I wish more would consider it.’

    The service offered by the HelpLive is a central government first!

    Nominated by Stel Grekos, 31 May 2007