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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
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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.
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Strategies for Facilitating Social Change
Services
Distribution of practical and theoretical information
Technology
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Functional Rehabilitation Services
Low Vision Clinic
O&M and life skills training division.
Counselling and family therapy.
Call Center for Assistive Technology Users
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Vocational Rehabilitation Services
Vocational Assessment
Training
Support for job seekers and employers
Transitional Employment Center
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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.
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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.
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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.
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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
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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.
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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.
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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.
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Frequency of Calls and Areas of Support
Technical Support January - June
JuneMayAprilMarchFebruaryJanuary0
20
40
60
80
100
120
140
160
180
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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
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Frequency of Calls and Areas of Support
22%
45%
30%
1%1%
Screen reading software
Cobra Jaws
Nvda Windows Eye
Information
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Frequency of Calls and Areas of Support
5%
46%
4%
20%
25%
Mobile Phones
Talk
Rey
Information
Android
Iphone
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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.
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“One tiny candle
will banish
darkness
from a huge room”.
Baal Shem Tov.
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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