the future of at services
DESCRIPTION
Presented at the California State University Northridge (CSUN) Conference in March 2011 on how to provide assistive technology consults, demonstrations and services to people with disabilities from a distance.TRANSCRIPT
AT Consults – Web Conferencing The Future of AT Services
Mystie Rail Fred Tchang
Service Delivery in Alaska
Why in New Jersey?
• Most densely populated state• Travel is STILL 30% of our time
Why Remote Service for AT?
• Distance time
• Cost travel & staff
• Client needs urgent response
• Customer needs improve response time
Practical Solution
Range of Services
ConsultIntake Intake Demo Assess Training
Business Use Growing
• Surprisingly, some IT departments are fine with Skype
• Video • Has desktop sharing• Can drop calls / lose audio
quality
The “Kleenex” of web conferencing
• No video • Audio: over internet or
conference call• Option to record session• Discount through Techsoup
($50 annual)
The Business Alternative
research.. research.. research
Great products but..
Many tools fell short:• Provided little or no audit trail of support
activity• Only had support for one operating system • Did not work through firewalls without
weakening security• Stored sensitive data with a third party• Costly!
Bomgar to the rescue
Remote access appliance justplug and play on your network
Three Years Later
Total cost
$4263
Total travel savings…
$52,222
More than one way to ..
It’s about Choices!
Service Delivery Blueprint
Let me introduce Margie
REMOTESUPPORTREMOTE
SUPPORT
TRAININGTRAINING
CONSULTCONSULT
•Easier to understand•Quick screen sharing•Phone Access
•Easier to understand•Quick screen sharing•Phone Access
•Lives over 4 hours from tech support•Computer is her life
•Lives over 4 hours from tech support•Computer is her life•Dragon NaturallySpeaking
•Quickbooks•Sermons that she might have missed
•Dragon NaturallySpeaking•Quickbooks•Sermons that she might have missed
Thank you for attending this session!
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THANK YOU!
www.atlaak.org
Mystie Rail
www.assistivetechnologycenter.org
Fred Tchang