[BCAB] POOR CUSTOMER SUPPORT IN THE VI TECH SECTORT

Alan Philpott alan at aphilpott.demon.co.uk
Thu Feb 27 11:00:41 GMT 2014


Clive,
Quite so.  Well put.

With kind regards,
Alan
home tel: 01733 551852.

-----Original Message-----
From: Bcab [mailto:bcab-bounces at lists.bcab.org.uk]On Behalf Of
Clive.Lever at kent.gov.uk
Sent: 27 February 2014 10:32
To: bcab at lists.bcab.org.uk
Subject: Re: [BCAB] POOR CUSTOMER SUPPORT IN THE VI TECH SECTORT


Hello Alan,

I agree, and would remind people that maybe it is a little insular for us to
deal with this as if the disabled person using the access technology is the
only person affected when the service goes wrong. If you cannot work
effectively because you are getting poor service from your access technology
provider, then through no fault of yours your employers are not getting
value for money either. They are being sold short in two ways. First because
the disabled person is not being enabled to give of their best because of
the shortcomings of the provider; secondly because the DWP's access to work
scheme demands employer contributions. So that employer also has a stake in
this: you are not getting what you need, they are not getting what they are
paying for. For this reason, the issue needs to be tackled in the
mainstream, and disabled people and their employers should surely come
together fight poor performance in the access technology industry. However,
weapons need to be chosen c
 arefully, so that perceived poor performance in the industry doesn't serve
as a deterrent to other employers who have not yet taken on staff who need
assistive technology, but could consider doing so in the future.
 Anyone who works in the public sector would also do well to remember that
tackling the disadvantage caused by poor performance is part of what they
are expected to do under the public sector duty to promote equality between
different groups, and many will have written policies which express their
commitment to tackling disadvantage, eliminating discrimination, and so on.

I've used the term 'disabled person' in this email to recognise the fact
that blind and partially-sighted people are by no means the only people
needing and using different forms of access technology.  For all we know,
some of them may be having similar discussions.

Best,
Clive

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