Orange & Mobile Accessible- Orange & Mobile...

M-Enabling Summit/Orange presentation/FR Germain December,2012

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François René Germain

Senior Group Vice President

Orange Chief Accessibility Officer

December,2011


overview

part 1 getting to know us

part 2 accessibility : a component of our strategy

part 3 focusing on accessibility challenges

and opportunities

part 4 Orange : presentation of our strategy and

examples of our end to end approach

getting to know us


SpainSpainSpainSpain

United KingdomUnited KingdomUnited KingdomUnited Kingdom

JordanJordanJordanJordan

EgyptEgyptEgyptEgypt

MauritiusMauritiusMauritiusMauritius

MoroccoMoroccoMoroccoMorocco

MaliMaliMaliMaliNigerNigerNigerNiger

Ivory CoastIvory CoastIvory CoastIvory Coast

SenegalSenegalSenegalSenegal

GuineaGuineaGuineaGuinea Central African RepublicCentral African RepublicCentral African RepublicCentral African Republic

CameroonCameroonCameroonCameroonKenyaKenyaKenyaKenyaUgandaUgandaUgandaUganda

BotswanaBotswanaBotswanaBotswana

MadagascarMadagascarMadagascarMadagascar

TunisiaTunisiaTunisiaTunisia

RomaniaRomaniaRomaniaRomaniaMoldovaMoldovaMoldovaMoldova

PolandPolandPolandPoland

FranceFranceFranceFrance

SlovakiaSlovakiaSlovakiaSlovakia

SwitzerlandSwitzerlandSwitzerlandSwitzerland

AustriaAustriaAustriaAustria

GuyanaGuyanaGuyanaGuyana

ArmeniaArmeniaArmeniaArmenia

BelgiumBelgiumBelgiumBelgiumLuxembourgLuxembourgLuxembourgLuxembourg

VanuatuVanuatuVanuatuVanuatu

Dominican RepublicDominican RepublicDominican RepublicDominican Republic

MartiniqueMartiniqueMartiniqueMartinique

GuadeloupeGuadeloupeGuadeloupeGuadeloupe

Reunion IslandReunion IslandReunion IslandReunion IslandCountries where we provide services for

residential customers

Countries where we provide services for

business customers

216 million customers worldwide…

our Group provides services for residential customers in 35 countries and for businesses

in 220 countries and territories

IrakIrakIrakIrak

…and 169,000 employees at your service

businesses

internet and fixed-line

mobile

networks

businesses� 3,750 multinationals

� 2.7 million professionals and small, medium and large businesses in France

� 28 dedicated customer service centres

internet and fixed-line� 9.2 million Liveboxes

� 8.3 million internet telephony customers

� 4.1 million internet TV customers

mobile� 35 countries

� 157 million customers worldwide

networks� 400,000 km underwater cables

– almost 10 times the Earth’s circumference

� 3G networks in 23 countries


key financial indicators for 2010

turnover broken downby region

turnover broken down by activity

€4.9 billion net profit

€1.40dividend per share

17.2%businesses and services provided to operators

(€7,812 m)

49.2%mobile (€22,405 m)

33.6 %internet and fixed-line (€15,287 m)

8.3%Spain

8.6%Poland

17.3%rest of the world

14.8%businesses

2.4%services provided to operators

48.7%France

€45.5 billion turnover


innovation is our strength

expertise7,892 patents in our portfolio

327 patent applications filed in 2010

investments€845 m invested in 2010

1.9% of sales

rewards� 2011 award for Best Mobile Technology for Emerging Markets

� 2010 award for Best Technological Advance in Mobile Telephony

� 2010 award for Best Project Management (Orange Business Services)

� 2010 award APAJH, autonomy 2011 award Serenity…


3,500 employees working on innovation

PolandWarsaw

ChinaBeijing

JordanAmman

EgyptCairo

SpainMadrid/Barcelona

8 cities in France

USAOrange Silicon Valley

United Kingdom London

JapanTokyo

Ivory CoastAbidjanOrange Labs and Technocentres

Orange Development Center


legal, regulation and standardization context

� French law “Equality of chances”(2005) and other regulatory texts

� Directive 2009/136/EC of the European parliament and of the council of the 25 November 2009 amending

� Directive 2002/22/EC on universal service and users’ rights relating to electronic communications networks and services,

� Directive 2002/58/EC concerning the processing of personal data and the protection of privacy in the electronic communications sector

� Regulation (EC) No 2006/2004 on cooperation between national authorities responsible for the enforcement of consumer protection laws

� Regulatory bodies as ARCEP (studies and requirements)

� standardization : ISO/SC35, French committee on standardization « digital accessibility »

� IUT “accessibility workshops”/ISO/3Gict workshopsETSI-CENELEC


directive 2009/136/EC of the 25 November 2009

� obligations

� to be transferred in the different countries before may 2011 by the Member States

� first paragraphs : context & changes introduced on different aspects of the accessibility

� reinforcement of the measures in favour of the access to the communication of the disabled and elderly users

� main objectives

� guarantee the equivalence in disabled end-users’ access to services to the level available to other end-users

� access should be functionally equivalent, such that disabled end-users benefit from the same usability of services as other end-users, but by different means.

� same usability of services as other end-users, but by different means

� conform to the principle of technology neutrality and to keep pace with technological development

� develop transparency on the access to the offers

accessibility : a component of our strategy


1

2

3

4

our people

our networks

our customers :

our international development

our business plan, co-developed by over 2,000 of our staff, aims at combining

economic performance and social progress

conquests 2015

facilitating access to the communication for everyone and take into account the senior and disabled persons needs


focusing on accessibiltitychallenges : the new trends

3 main trends :

-a new paradigm: transformation

towards an e-society (we will

switch from 6 billions connectable

people to 50 billions connected

things)

- a clear customer appetite for

new usages, shaping a new

digital eco

-a multi-screen experience and

a seamless experience at home

and away, proliferation of

devices, OS and connections :

real need of accessibility

everywhere for all connected

devices

Vertical services & Vertical services & Vertical services & Vertical services & ecosystem services : ecosystem services : ecosystem services : ecosystem services :

accessibility for allaccessibility for allaccessibility for allaccessibility for alleverywhereeverywhereeverywhereeverywhere

Euro 8 countries : 16,5M of

Elderly (16,5M),disabled

persons (24,5M)


+ + + +from 75% to

85% of total population

from 20% in 2010 to 50% in

2015

multiply by 4 in next 4 years

From 50 to 75% sms users

From 0 to 20% of Social Net Users

From 0 to 10Mbytes/day/user

Laptop +30%Netbook+40%Tablets 8Min 2010

focusing on accessibility challenges : Orange identifies 5 key enablers paving the future

Accessibility,aAccessibility,aAccessibility,aAccessibility,a key driverkey driverkey driverkey driverin this new ein this new ein this new ein this new e----worldworldworldworld


focusing on Orange’s accessibility approach

we put the accessibility at the heart

of our strategy of innovation in

order to :

- make the customer experience

the central concern on Orange

footprint

- offer to him a unique and tailored

to them answer (end to end

process)

an empathic marketing approach and a end to

end implementation


focusing on accessibility vision

5 main priorities :

- integrate the accessibility in the

conception of Orange’s offers

- creation of an adapted range of

products and services for elderly

and disabled persons (fix, mobile,

internet, television, accessories)

- develop a dedicated distribution

channel with training program

- web accessibility ; apply all our

knowledge on the mobile…

- information, communication

and partnerships


boosting accessibility on mobile and applications with an empathic marketing development

It requires to have an open mind and to be

attentive to the with a special focus on

Senior and disabled people

We are helping more and more people gain access to telecom

services and new technologies with an adapted solutions and

an answer by each kind of handicap : training of the sales forces

to accessibility, customer care.


our « Autonomy » offers (ex.)

fix telephone sets and accessories

mobile handsets and accessories

internet, tablets

SagemcomCC225R

Siemens GigasetE500 / E500 A

Geemarc sérénities Doro 3000CMacaron (which bring around the neck)

HTCRadar

DorophoneEasy® 610

MotorolaGleam Samsung

Galaxy SII Cityzi

Blackberry8520 CurveTM

iPhone4S

NokiaC5-00 5MP

GeemarcBluehook

Livebox,orangetelevision Livephone

Ocawa

Easy internet


Voice Assistant : an example of integratingaccessibility into our products as a solution for vision

autonomy offer : a solution for vision difficulties

� voice interface using natural voice which offers abetter quality

� configuration of speech synthesis: male or femalevoice, speed of voice, high volume

� vocalisation of the SMS, other vocalized functionalities: line status, level of network

� reception, date, and time, caller’s information, address-book, callers’ report, settings, alarm,calendar, audible caller display, voice controlleddialling

20


Information tab

Application tab

Information icon

Homepages

info bubbleAction menu

new autonomy offer : « Easy internet user interface »


� direct channel : 231 labelled boutiques

and 4 Rainbow spaces

� indirect channel :

� an accessible website:

orange.fr/autonomy section

� a dedicated and accessible customer

centre service

– email [email protected]

– fax 0800 24 69 96

– Free toll number 0800 11 22 33, accessible by people with speech and hearing impairments

Orange : end to end accessibility strategy and roll-

out (ex: France nov.2011)


� customised information and advice for everyone :

strong correlation with the usages and needs

� well informed employees :

regular presentations among the staff

� accessibility training :

� more than 6000 sales/technical support trained

dealing with the disabled and our offers, 600 expert sales

people, 400 webmasters trained in digital accessibility

� 2 e-learning tools available (one for sales employees, one

for the marketing staff)

� web accessibility program : Ocawa tool (evaluation tool/WCAG

requirements), training policy and accessibility audit of the main web sites

with a target : 70% of accessibility without blocking points

(label AA/W3C)…

Orange : end to end accessibility strategy and

roll-out (ex: France nov.2011)


Orange and Accessibility : access of the deaf and

hard hearing persons to the remote distribution

channel

purchaseGuide

Confort reading tool


customer access to the remote distribution channel

when the

customer

select the LSF

icon, he gets

immediatly an

information

delivered in

french sign

language


interface for the customers (ex: mobile purchase)


Orange and accessibility : standardization

� JTC 1/SC 35 (french delegation leader = F.R. Germain)

� WG4 User interfaces for mobile devices

� WG5 Cultural and linguistic adaptability

� WG6 User interface accessibility

� WG7 User Interface

� WG8 User Interfaces for Remote interfaces

� digital accessibility Committee (AFNOR/France)

� creation of this committee in February 2009

� chairman = François-René Germain

� composition

- disabled associations

- experts from different actors in the field of handicap

- companies : Orange, Microsoft, Adobe, Sony…

Example of work done in the field of standardization


� Reach 112 is a European project, with 22 partners in 7 countries, concerning Total Conversation concept (to use video, speech and real time text at the same time in a call)

� with a total budget of 8.8 M€, funded at 50% by EC, it has started in July 2009 with a timeframe of 36 months

� a project key deliverable will consist in a pilot in 5 countries (UK, France,NL, Sweden and Spain) of total conversation solutions to improve access to emergency services for deaf people

� project is divided in 8 Work PackagesFT contributes to all WPs and leads WP3 “Total Conversation Platform”(platforms specifications, installation, testing and inter-operability)

Orange & the pan european project : reach 112REsponding to All Citizens needing Help


� FT is also in charge of coordinating the French pilot

� project is fully consistent with new EC directive requiring equivalent

access to emergency services for disabled end-users

� Reach 112 consortium includes 22 European partners Actors

� categories of actors :

Public Safety Answering Points, Relay Services, Disability

Organizations, Telecom Operators, Telecom Vendors,

Researchers real customer centric and end to end organization

a pan european project : reach 112

REsponding to All Citizens needing Help


Orange Group

our aim is to to take care of

customers along their life,

democratise digital

and become people’s trusted guide to

the digital world…

to be their digital coach


thank you

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