Video Relay Services Questionnaire
Introduction
The Scottish Government are tendering for a new free national service for BSL users.
To make sure this service works best for BSL users the Scottish Government wants to understand how you use any current Video Relay Service and what you would like to see from a future service.Â
Contact Scotland BSL is the name of the free service and is paid for by the Scottish Government. Many of you may use Contact Scotland BSL, but the questions we will ask are not specific to this service. As you respond to the questions, you can think about other Video Relay Services, apps or technology you use. This will help us tell the Scottish Government what we like and don’t like about the services we use.
The information you provide will be used by the Scottish Government as they think about the new free service that they are tendering for.
The Scottish Government is inviting responses to their survey in BSL or written English. If you are viewing the questions in BSL, you can submit a video response by emailing DOBS@gov.scot. More information, including the English survey link, is available here on the gov.scot website, or by clicking the button below.
1. Usage of Video Relay Service (VRS) i.e. Contact Scotland BSL
1.1. How often do you use? Please choose one
- Daily
- Weekly
- Monthly
- Rarely
- Never
1.2 What type of calls do you mostly use for? Please tick all that apply
- Personal calls (e.g. calling family or friends or planning social events)
- Work-related calls
- Emergency services (e.g. police, ambulance, fire)
- Medical appointments (e.g. with doctor, hospital, NHS 24)
- Government services (e.g. relating to benefits, housing, local authorities)
- Contacting charities or third sector organisations
- Customer service (e.g. shopping, retail, bank, utilities and other service providers)
- Education (e.g. with university, school)
- Legal (e.g. with lawyers)
- Other (please specify)
2. Key features and preferences
2.1. What is most important to you? (Please tick all that apply.)
- Less queue time
- Clear picture
- Good quality interpreters
- Easy-to-use
- Accessibility on multiple devices (e.g., mobile, tablet, computer)
- Faster log-in
- Confidentiality
- Customer service
- Other (please specify)
2.2. Which device do you use most often to access? Please choose all that apply
- Smartphone
- Tablet
- Laptop
- Desktop computer
- Other (please specify)
2.3. Do you feel that the video quality is important for clear communication when using a video relay service? Please choose one
- Yes
- No
- 50/50 (half and half)
If yes, why?
3. Service availability and accessibility
Think about a time you have used a Video Relay Service when answering these questions
3.1. Are you confident to download Video Relay Service apps or use their websites?
- Yes
- No
If no, why?
3.2. Do you use Apps to register (log in & password) or do you make anonymous call (direct call)
- Apps to register (log in & password)
- Anonymous call (direct call)
Why do you use apps to register or anonymous call?
3.3. Is it important for you to have 24/7 access to the service? Please choose one
- Yes
- No
- 50/50
Why is it important?
3.4. Have you ever encountered any issues with availability of interpreters?
- Yes
- No
If yes, what issues did you encounter?
3.5. Have you ever encountered any issues with quality of the interpreters?
- Yes
- No
If yes, what issues did you encounter?
3.6. Have you had any connection issues with the app or website hosting the service?
- Yes
- No
If yes, what issues did you encounter?
3.7. How important is customer service for you when accessing this service? Please choose one
- Very important
- 50/50
- Not important
If yes, tell us why customer service is important for you.
3.8. How important is if for you to have access to interpreters from Scotland or interpreters with knowledge of local Scottish signs and dialects?
- Very important
- 50/50
- Not important
If this is very important, tell us why?
4. Suggestions for improvement
4.1. What additional features or improvements would you like to see? Please select all that apply Tell us what additional features or improvement you want
- More interpreter availability
- Better quality interpreters
- Higher video/audio quality
- Improved speech-to-text accuracy
- Able to type numbers/messages in a box
- Fully accessible to deafblind BSL users
- Customer service encouraging and implementing user feedback
- Other (please specify)
Please add if you have any comments and/or suggestions.
4.2. Do you consider the following qualities important in an interpreter?
- Fluency and accuracy in British Sign Language, including awareness of regional variations
- Professionalism (e.g., punctuality, appearance, attitude, patience, behaviour)
- Knowledge of the subject matter (e.g., medical, legal, or technical terms)
- Ability to remain neutral and impartial and respect confidentiality of BSL user
- Clarity in interpretation (e.g., clear signing, good facial expressions and body language)
- Friendly and approachable
- Good communication with both BSL users and hearing people
- Ability to work under pressure (e.g., in emergency situations) Pressure smooth emergency can carry on
- Experience with Deaf culture and understanding the needs of the Deaf community
- Flexibility
Tell us if you would like to add comments and/or suggestions.
4.3. Is there anything else you would like to share about your experience with VRS Service?
4.4. Are there any other services you have used and like:
- Video Remote Interpreting Services (VRI)
- Artificial Intelligence (AI)
- Speech to text software
- Video captions
- Smart phone apps or technology
- Other, please specify
4.5. What did you like about these services?
5. Final Thoughts
Open question
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