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The Future of AT Services


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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.

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The Future of AT Services

  1. 1. AT Consults – Web Conferencing The Future of AT Services Mystie Rail Fred Tchang
  2. 2. Service Delivery in Alaska
  3. 3. Why in New Jersey? <ul><li>Most densely populated state </li></ul><ul><li>Travel is STILL 30% of our time </li></ul>
  4. 4. Why Remote Service for AT? <ul><ul><li>Distance time </li></ul></ul><ul><ul><li>Cost travel & staff </li></ul></ul><ul><ul><li>Client needs urgent response </li></ul></ul><ul><ul><li>Customer needs improve response time </li></ul></ul>
  5. 5. Practical Solution
  6. 6. Range of Services Consult Intake Demo Assess Training
  7. 7. Business Use Growing
  8. 8. <ul><ul><li>Surprisingly, some IT departments are fine with Skype </li></ul></ul><ul><ul><li>Video </li></ul></ul><ul><ul><li>Has desktop sharing </li></ul></ul><ul><ul><li>Can drop calls / lose audio quality </li></ul></ul>The “Kleenex” of web conferencing
  9. 9. <ul><ul><li>No video </li></ul></ul><ul><ul><li>Audio: over internet or conference call </li></ul></ul><ul><ul><li>Option to record session </li></ul></ul><ul><ul><li>Discount through Techsoup ($50 annual) </li></ul></ul>The Business Alternative
  10. 10. research.. research.. research Great products but.. <ul><li>Many tools fell short: </li></ul><ul><ul><li>Provided little or no audit trail of support activity </li></ul></ul><ul><ul><li>Only had support for one operating system </li></ul></ul><ul><ul><li>Did not work through firewalls without weakening security </li></ul></ul><ul><ul><li>Stored sensitive data with a third party </li></ul></ul><ul><ul><li>Costly! </li></ul></ul>
  11. 11. Bomgar to the rescue Remote access appliance just plug and play on your network
  12. 12. Three Years Later Total cost $4263 Total travel savings… $52,222
  13. 13. More than one way to .. It’s about Choices! Service Delivery Blueprint
  14. 14. Let me introduce Margie TRAINING <ul><li>Easier to understand </li></ul><ul><li>Quick screen sharing </li></ul><ul><li>Phone Access </li></ul><ul><li>Lives over 4 hours from tech support </li></ul><ul><li>Computer is her life </li></ul><ul><li>Dragon NaturallySpeaking </li></ul><ul><li>Quickbooks </li></ul><ul><li>Sermons that she might have missed </li></ul>REMOTE SUPPORT CONSULT
  15. 15. THANK YOU! Thank you for attending this session! Please help us improve the quality of our presentations by completing your session evaluation form. www .atlaak. org Mystie Rail www.assistive technology Fred Tchang