Case Studies
The following experiential summaries are quite diverse, as they portray clients' differing interests and requirements, but also share an overriding similarity, as each illustrates the effectiveness of accessible communications. The scenarios are authentic, and raise important and interesting issues, particularly with regard to the ways in which organizations meet the unique communication needs of their blind and partially sighted customers.
You may find these case studies useful for discussion amongst colleagues, or for personal analysis and consideration. The following scenarios showcase some of the ways in which T-Base product solutions have assisted in actual situations.
Topics:
- Accessible Account Statements
- Accessible Procurement for Government
- Braille Textbooks
- Web Accessibility
- Specialized Statement Processing for Outsource Statement Providers
Case Study: Accessible Account Statements
Topic: Risk Mitigation/Compliance, Customer Service
Industry: Financial Institutions, Retail Banking
A North American banking institution was faced with requirements to make account statements accessible for all recipients. With knowledge of prevailing accessibility legislation, a number of the institutions' customers voiced concern that it failed to meet the needs and rights of blind and partially sighted customers, which threatened high risk of a pending lawsuit. Recognizing it's oversight in initial accessibility planning, the bank decided to seek an outside service provider that could offer accessibility consultation and assistance with alternate format statement production, and turned to T-Base Communications. With extensive knowledge surrounding industry-related legislation, particularly with respect to Customer Service and Communications standards, T-Base was able to provide the institution with required accessibility support and qualified service delivery to their blind and partially sighted customers, avoiding further lawsuit proceedings, and ultimately improving on customer service and overall inclusion.
Case Study: Accessible Procurement
Topic: Cost Effectiveness and Cost Control
Industry: Federal Government
A particular branch of the Canadian government, concerned with current expenses versus value, was researching the availability of additional service providers in the alternate format industry, and discovered T-Base Communications. The department found T-Base's service solutions to be highly competitive, as they offered a wide variety of languages and formats, safe security practices, and extensive knowledge around legislation, as well as demonstrated long-term contract pricing. The department soon realized the strong value through T-Base's cost effective outsourced strategy, and implemented their service solutions to meet the needs of their blind and partially sighted constituents.
Case Study: Braille Textbooks
Topic: Timeliness, Accuracy
Industry: Education
An American University, with approximately six registered blind and partially sighted students, faced issues with the way in which it handled alternate format material requests. The University first attempted to produce the required textbooks internally, but with differing language, format and timeline requirements, was unable to provide accurately printed materials in a timely fashion. Students would subsequently receive necessary books weeks after the start of a course, often encountering issues with the readability of graphs and formulas. Upon research into the availability of a specialized service provider, the University decided to elicit the services of T-Base Communications, as the transcription, production and delivery of time-sensitive materials could be scheduled within students' desired timeframes. The University additionally appreciated T-Base's experience working within the education market, as well as their high-quality, accurate and cost effective solutions.
Case Study: Web Accessibility
Topic: Risk Mitigation/Compliance, Customer Service
Industry: Telecommunications Service Provider
A major telecommunications provider, servicing customers in both Canada and the U.S., offered online access to it's marketing materials, promotional brochures, and billing information. Despite best efforts to render it's online applications accessible to all visitors, the company began receiving telephone calls and emails from blind and partially sighted customers, with concern that the contained information could not be accessed using screen-reading technology. Recognizing the need to comply with internet legislation, the telecommunications company began to seek out an organization that could assist with the accessibility of their website. T-Base Communications was contacted, and upon their complete website review, provided the company with consultation on how to best integrate relevant standards, policies and guidelines in order to enhance the online experience. Following implemented improvements, T-Base offered technical support and continuous testing using both manual and automated tools to ensure the company's website remained compliant and accessible.
Case Study: Specialized Statement Processing
Topic: Business Continuity
Industry: Outsource Service Provider, Financial Clients
A printing service company, in partnership with a major insurance provider to produce all of their printed materials, received a request to have a selection of documents produced in braille and large print documents for their customers. Given that the printing company did not possess such technology or equipment in-house, it was required to locate a third party vendor that had both alternate format statement experience and the security provisions to process customers private data. The company entrusted T-Base, as it offered a secure facility similar to that of a bank data centre, and a business continuity plan that ensured quality service resumption despite extreme conditions. Outsourcing this particular operation proved to be far more efficient and cost effective for the printer, drawing on T-Base's core competency, and allowing the printing facility to resume with it's specialization.
