Overview

This briefing will educate government personnel about common challenges the 11.5 million deaf and hard-of-hearing citizens face in terms of engagement, inclusion, and customer experience, as well as review emerging technologies that can be utilized at the point of service.

Since 1975 the federal government has been providing communication services to deaf and hard-of-hearing citizens utilizing TTY (Teletypewriters) and TTY relay service communication assistants (CA) through programs and services provided by Communication Service for the Deaf (CSD). With rapid improvement in technology and limited advancement in accessibility standards, the deaf and hard-of-hearing community has become one of the most underserved communities in the United States.

As federal agencies are actively engaged in significant improvement programs for both DEIA (Diversity Equity and Inclusion) and CX (customer experience), there are significant opportunities for HR and 508 compliance personnel to understand the new technology that will help agencies meet presidential memoranda and current initiatives.

As video and AI technology rapidly evolves, the deaf community faces numerous struggles when businesses and organizations continue to rely on the technology outlined in legislation like the ADA. While AI, video transcription, and live video translation have their place, accessibility for deaf consumers at the point of service continues to be awkward and difficult for government representatives who genuinely want to provide assistance to deaf and hard of hearing communities. This briefing will provide a platform for discussion of current and future technology that can facilitate an equitable and improved customer experience for deaf individuals.

Recommended attending personnel will include agency 508 compliance, HR, Customer Experience (CX), Diversity Equity and Inclusion (DEIA), Call Center management, and point of service managers. support personnel, program personnel responsible for maximizing agency R&D program effectiveness as well as procurement personnel responsible for R&D contracts.

IMPORTANT: This briefing will include a vendor-provided product overview.

Agency Panelist Participation

Agency participation is encouraged for this briefing. If you or one of your colleagues would like to be a contributor or panelist in this discussion, please contact support@govbrief.us or call 888-818-8726 to coordinate your participation. GovBrief provides free access to all government presenters and will distribute all accompanying documentation at no charge.

Access: This briefing uses a Zoom-based communication connection via your network. This briefing will be accessible via phone if you are unable to connect online. Instructions will be provided upon registration.