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M-Enabling Summit/Orange presentation/FR Germain December,2012
Orange & Mobile AccessibleOrange & Mobile AccessibleOrange & Mobile AccessibleOrange & Mobile Accessible----Assistive Assistive Assistive Assistive ApplicationsApplicationsApplicationsApplications----Services for Senior Citizens Services for Senior Citizens Services for Senior Citizens Services for Senior Citizens and Persons with Disabilities: and Persons with Disabilities: and Persons with Disabilities: and Persons with Disabilities: Challenges and opportunities, Success FactorsChallenges and opportunities, Success FactorsChallenges and opportunities, Success FactorsChallenges and opportunities, Success Factors
MMMM----EnablingEnablingEnablingEnabling SummitSummitSummitSummit
François René Germain
Senior Group Vice President
Orange Chief Accessibility Officer
December,2011
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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…
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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)
M-Enabling Summit/Orange presentation/FR Germain December,2012
+ + + +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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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.
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
Information tab
Application tab
Information icon
Homepages
info bubbleAction menu
new autonomy offer : « Easy internet user interface »
M-Enabling Summit/Orange presentation/FR Germain December,2012
� 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)
M-Enabling Summit/Orange presentation/FR Germain December,2012
� 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)
M-Enabling Summit/Orange presentation/FR Germain December,2012
Orange and Accessibility : access of the deaf and
hard hearing persons to the remote distribution
channel
purchaseGuide
Confort reading tool
M-Enabling Summit/Orange presentation/FR Germain December,2012
customer access to the remote distribution channel
when the
customer
select the LSF
icon, he gets
immediatly an
information
delivered in
french sign
language
M-Enabling Summit/Orange presentation/FR Germain December,2012
interface for the customers (ex: mobile purchase)
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
� 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
M-Enabling Summit/Orange presentation/FR Germain December,2012
� 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
M-Enabling Summit/Orange presentation/FR Germain December,2012
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
M-Enabling Summit/Orange presentation/FR Germain December,2012
thank you