Provision of British Sign Language Video Relay Service

Description

DVLA currently provides a customer service accessibility provision for deaf customers who use British Sign Language (BSL). 'Video Relay Services' allow deaf customers to use their 1st language (BSL) to communicate with businesses. Usage on this service has been higher than expected and as such, the DVLA is looking to procure a contract which will allow more deaf customers to contact us.

The current Video Relay Service is with DA Languages who provide us with Sign Solutions 'Interpreters Live!' service. Since it's launch in November 2023, the service has been very successful, reflected by the increased take up. A significant amount of work went in to implementing the Video Relay Service with DA Languages, including the technical set up of the incoming phone number, the advertising of this service on GOV.UK and through the Interpreters Live! app and web site and the creation of specific reporting. Additionally, all Contact Centre advisors and line managers were trained in the use of this service and are now comfortable with how it works. Retaining the current technology would mean we are able to provide continuity of service without having to redo all of the implementation and training work that has been put in, providing value for money for the DVLA.