Progress update on reference: access to electronic commerce and new information and service technologies for older Australians and people with a disability
Human Rights and Equal Opportunity Commission, 1 December 1999
International Year of Older Persons 1999
Contents
1. Summary: great potential but significant barriers to address1.1 Barriers
1.2 Recommended solutions
1.3 Further course of this inquiry
2. Issues identified by the Commission's issues paper
3. Initiatives to extend access to new technologies
4. Education, awareness and training
5. Indirect access and alternatives to automated and on line services
6. Accessibility of technologies used
6.1 Interactive voice response systems
6.2 Automatic teller machines
6.3 Working paper on web accessibility
7. Legal issues
8. Appendix: notes on inquiry process to date
8.1 Reference
8.2 Focus group discussions
8.3 Access to submissions and research resources
8.4 Publicity for inquiry process
Attachment:
Executive summary of focus group discussions
1. Summary: Great potential but significant barriers to address
"Older people are at risk of being excluded from the choice of participating in this vision. Largely because they are out of decision making loop and increasingly are not represented in workplaces where mostly young technically literate people are becoming familiarised with technology as an integral part of their vocational training and career development. ... Without strategic intervention, a low level of computer literacy and the social effects of groupings into the information poor and the information rich is likely to compound negative stereotypes of older people held by the young who in turn are further re-inforcing their advantage through the encapsulation of their values and assumptions in technology itself. The rapid disenfranchisement of hearing impaired people by IVR and telephony queuing and menuing systems is an example." : Individual submission
This update on progress with the reference outlines issues raised in submissions, research, community focus group discussions and other consultation so far. It follows from an Issues Paper released by the Commission on 13 September (available on the Commission's web site and in other formats on request).
Evidence obtained so far suggests that
- use of digital technology has great potential in providing more effective and economical access to government and business information and services for all Australians including older people and people with a disability; but that
- physical barriers, affordability and equipment access barriers, and attitudinal and awareness barriers are preventing some Australians from having equally effective access to e-commerce and other services using new technologies; and that
- at least until these barriers have been more adequately addressed, electronic and automated service and information facilities should continue to be used to supplement and add value to models offering human service rather than being seen as fully substituting for these.
1.1 Barriers
Barriers identified include:
- Cost of access to computers and internet connection
- Needs for awareness, and training in use of, available options
- Inaccessibility of many web pages to people with vision impairments, slower connections and older equipment
- Inaccessibility of many automatic teller machines, EFTPOS facilities and similar devices to people with limited vision, manual dexterity, memory or who are using a wheelchair
- Difficulties in using interactive voice response systems (for bill payment and other services by phone) because of insufficient time provided for entry of information by the user, complexity of menus and lack of readily available recourse to human operator
- Lack of provision, or delays in provision of materials in accessible formats (particularly in education) because of copyright or other legal difficulties.
1.2 Recommended solutions
Submissions and research so far have supported measures including:- Increased business and government support for community access points for online services and for awareness, education and training for people who might otherwise remain on the wrong side of a "digital divide".
- Specifically, increased provision (in particular by the Commonwealth) of superseded equipment through organisations such as Technical Aid to the Disabled and computer clubs for seniors.
- Ensuring that on line and automated services complement and enhance rather than replacing existing services.
- Wider implementation of the existing Australian Standard on interactive voice response systems.
- Upgrading of accessibility of ATMs including replacement with newer generation machines offering improved blind and vision impaired access
- The Commonwealth and other information and service providers ensuring compliance of their web sites with the World Wide Web Consortium's Web Content Accessibility Guidelines.
- Implementation of recent reforms to copyright law and the Commonwealth's Electronic Transactions Bill and consideration of need for further reforms.
1.3 Further course of this inquiry
Prior to conclusion of this reference on 31 March 2000 the Commission
will
- Publish a working paper focusing on accessibility of Commonwealth web pages, in association with this update
- Publish findings on accessibility of business and other important web pages after further discussions with service providers
- Conduct a sample survey of automatic teller machines and EFTPOS facilities and publish findings after further discussions with service providers
- Conduct further research on interactive voice response systems and publish findings when available
- Continue to receive and publish submissions and research materials identifying issues and providing information and perspectives on barriers and on solutions and initiatives to ensure equal and effective access.
2. Issues identified by the Commission's Issues Paper
Focus group discussions, and submissions and research resources
received and published by the Commission to date
- indicate that the Commission's Issues Paper identifies important issues and will continue to be an appropriate basis for discussion throughout the remainder of the conduct of this reference
- add very substantial and important levels of detail of information and perspectives, with a number of additional areas of technology to consider
- will be supplemented by further submissions expected shortly, and by further research commissioned and to be conducted by the Commission.
- needs for additional information, explanation or human service beyond that currently provided by or in association with automated systems
- difficulty in using the vision, sound or touch input or output formats provided for use of technology or in information required for use of the technology
- needs for provision of education or training on use of technologies
- economic barriers to access to some technologies
- legal impediments which may exist to use of digital technologies to promote equitable access to information or services in some settings.
The Commission's Issues Paper discusses and seeks comment on issues affecting equal access through a range of technologies, including
- world wide web and other internet use
- telecommunications based services (including automated bill payment and information services)
- specific purpose devices such as Automatic Teller Machines, EFTPOS facilities or information kiosks.
A Working Paper on web access issues with particular reference to accessibility of Commonwealth Government web sites is being made available at the same time as this update to assist informed discussion. This working paper will be revised as further information is received and consultation conducted throughout this reference. Papers on several other technologies will follow shortly.
The Issues Paper discusses and seeks comments on issues affecting equal access in a number of areas of information and services, including banking and financial services; other business services (such as retailing and travel services); government information and services and participation in government processes; and education.
Of these areas, the Commission has already made good progress in research
and consultation, and received important submissions, regarding banking
and regarding government information and services. Less information has
been received to date on issues in education. This area will be given more
attention in the next phase of the reference.
3. Initiatives to extend access to new technologies
People with disabilities and older Australians alike have identified affordability and access to equipment as major barriers in gaining access to, familiarity with, and confidence in using, services through the internet.Submissions have
- welcomed current business, government and community initiatives for provision of community access points for online services and for awareness, education and training for people who might otherwise remain on the wrong side of a "digital divide", including many older people and people with a disability; but
- called for increased business and government provision of and support for similar initiatives
"Possible solutions to the problems of availability of equipment could include:
- encouraging service organisations and businesses to consider donating obsolescent computers to organisations such as DIRC to assist them to maintain their loan program. Often computers do not need to be state of the art to provide initial access opportunities to facilities such as bulletin boards;
- encouraging organisations such as schools, libraries community centres etc, particularly those in rural or regional centres, to provide a community access point where people with disabilities and others who have limited access to information technology can access the Internet or any other computer technology without charge or for a very moderate charge;
- involving people with disabilities, older people, carers and service providers in the design of these access points, so that they are fully accessible for people with a range of disabilities, for example providing good physical access and clear signage and instructions;
- encouraging staff of the organisations hosting the access point, or volunteers, to provide assistance and advice to new users; and
- the provision of occasional childcare by community organisations or volunteers, particularly in rural and regional centres where people have to travel long distances and so need to spend extended time on line to make the trip worthwhile.": Submission, Department of Family and Community Services.
Technical Aid to the Disabled publishes lists of donors to its Computer Loan Scheme regularly in its journal. There appears to have been limited contribution from government departments and agencies to date.
The Commission understands that there is no fundamental barrier to donation of public resources if the agency responsible is satisfied that this represents appropriate value for the public resources involved.
This may occur if resources should properly be written off – which is likely to apply to many superseded computers which are capable of being restored by community organisations for useful service, but would cost more to dispose of commercially than they are worth to the Commonwealth. Computers that many Commonwealth departments and agencies may dispose of as superseded – high range 486s and lower range Pentiums – appear to be capable of performing an important role in providing at least introductory access to online services for older Australians and people with a disability.
The Commission understands that options for streamlining or encouraging this process have received some discussion within government and intends to pursue this issue further during this reference.
An alternative path may be to consider provision of equipment for community access not because computers are redundant to public purposes, but explicitly as a means of achieving them.
Some banks are now moving towards, or are already introducing, provision of free internet service for their customers. Where other education and awareness activities by the banking industry may result in part from perceptions by providers and the community of social responsibilities, these services appear to be based on purely commercial decisions reflecting reduced costs and improved ability to reach consumers with products in on line environment.
Providers of government services and information, particularly large scale providers, might consider whether they should be taking similar or further measures in the interests of more effective and efficient delivery, in particular regarding otherwise expensive and difficult to reach customers. Centrelink's submission notes that it is already "working to deploy Internet PCs in agent premises in order to improve technology access to all customer segments".
As far as the Commission is aware these initiatives have not yet extended to providing computer equipment for access at home or in community facilities.
Recent analysis of the economics of the internet as a network suggests that even competitive markets will provide less access to networks with positive externailities for increased participation levels than is economically optimal. (N.Economides, The Economics of Networks, International Journal of Industrial Organisation, October 1996; available on line at http://www.stern.nyu.edu/networks/top.html .) Even before any additional value is considered for equity or social participation for its own sake, this is one of the reasons accepted by economists for government intervention to provide services.
Available models of government intervention include direct provision or funding of services, but are not restricted to these.
A long established model of partnership between government, business and community organisations for social goals and redressing disadvantage is through the tax system conferring deductible status on donations in cash or kind to socially beneficial projects.
Information on the Technical Aid to the Disabled computer loan scheme indicates that deductible status is recognised for this scheme. The Commission will be seeking to clarify the basis of reported ineligibility of a service providing PCs and internet access to people with a disability on the basis that internet access services were being provided rather than equipment only, and whether this report (http://www.it.fairfax.com.au/networking/19991102/A15861-1999Oct30.html ) (if accurate) indicates a need for more effective provision of information to community organisations in this area on attaining deductible status, or a need for revision of applicable tax rules or rulings.
4. Education, awareness and training
" ... the government's obvious and cheapest solution to change the computer shy to the computer confident is to utilise existing non-workplace oriented voluntary organisations such as Australian Senior's Computer Clubs Association and the University of the Third Age. For minimal administrative and equipment input funding a nationwide training program could be simply and quickly setup and made to function. This form of peer helping peer is the only friendly solution" : Individual submission
"A major issue for people who are unfamiliar with technology is the provision of opportunities to learn about the technology. Therefore, access to computers and other technology is required in areas that older Australians or people with disabilities can get to, where they feel supported and comfortable, and where they have others around them to ask for assistance - such as local government facilities, senior citizens clubs, or support organisations for people with disabilities, accommodation sites or centres for older Australians or people with disabilities. Government surplus computers and related devices would make it cheaper to set up access points in these places." : Centrelink submission.
The submission from the Department of Family and Community Services notes that options for addressing education and training barriers for people with disabilities and carers might include:
- involving staff of service organisations or volunteers in providing introductory sessions at community access points
- encouraging disability services and consumer organisations to seek to establish a core of volunteers with technical expertise and/or experience in working with people with disabilities to assist in training staff and consumers in using information technology;
- training volunteers to assist people in their own homes, if required;
- encouraging cooperation between disability service and consumer groups and organisations to develop training packages suitable for the use both of people with disabilities and older people; and
- encouraging service organisations and volunteers to become familiar with available adaptive technology.
- acknowledge that older customers need information and training on self service banking options
- emphasise that self-service banking technology has provided disabled customers with new, or more convenient access, to banking.
- outline industry initiatives including the Australian Bankers' Association partnership with eight leading community organisations representing the interests of older Australians to establish a national program on self-service banking with the support of the Prime Minister's Business/Community Partnerships program
- note that one bank has conducted over 400 seminars on alternative means of banking for older persons this year alone, using the services of retired bank officers.
Submissions appear to identify several models worth considering for
increased support from government and business.
5. Indirect access and alternatives to automated and on line services
Submissions emphasise the importance of such a commitment, although it is fair to say that some question whether it is being effectively met at present in all cases by governments and businesses.
The Government Information Centre pilot program, referred to among initiatives listed in the Commission's Issues Paper, was regarded in submissions as a very positive step which ought to be expanded. This program is intended to provide members of the public with a human contact point, who then uses digital data to negotiate a way to the information or services required without the user necessarily having to master all the technologies used or the structure of the government organisations and resources involved.
Use of electronic technology including web based data to enable staff
to provide services to customers more conveniently, effectively and conveniently
may not have the profile currently attained by direct provision of services
on line. At least pending more widespread accessibility of and familiarity
with self service models, however, this and similar intermediate models
of delivery of information and services could perform an important part
in delivering the stated goals of government and some industry sectors
of using digital technology to enhance service and accessibility rather
than only to reduce costs.
6. Accessibility of technologies used
Problems of accessibility of equipment and of information formats have been identified across most electronic commerce and service technologies. They are well captured in individual comments published in the summary report of focus group discussions, and discussed in detail in the Blind Citizens Australia report on Accessible E-commerce in Australia as well as other submissions and resources available through the web pages for this reference.
Barriers regarding particular technologies, and some current and recommended initiatives and strategies to address them, are detailed further in research resources linked from the pages for this reference on the Commission's web site. They will be discussed by the Commission in a series of papers to be issued throughout this reference.
Useful findings have been more quickly achievable regarding web page accessibility than other technologies:
A reasonable "first cut" at checking accessibility of web sites is achievable quickly and at virtually no cost (at least for organisations having access to up to date computers and internet connections), using the "Bobby" automated checking program.
Surveying accessibility of automatic teller machines, EFTPOS facilities and similar devices, and of "interactive voice response" systems requires more extensive processes of research and consultation, which have commenced and which will have outcomes reported by the Commission and by other parties involved as this reference progresses.
The Commission has more of its own experience to draw on regarding web accessibility than other technologies. By contrast the Commission has relatively limited direct expertise in providing interactive voice response systems, and no direct experience of providing its services through kiosks, ATMs and similar devices (although it has dealt with a number of complaints under the Disability Discrimination Act concerning accessibility of these devices).
In the web accessibility area there are fairly comprehensive, freely available and reasonably widely accepted (though less widely implemented) standards to refer to : the World Wide Web Consortium's guidelines for web sites generally, and for Commonwealth Government sites Ausinfo's guidelines which reference the World Wide Web Consortium's guidelines and the Commission's advisory notes.
There are Australian Standards for automatic teller machines and for
interactive voice systems, which address some accessibility issues, but
the Commission is not in a position at this stage to use these or other
standards applying to these issues as definitive benchmarks.
6.1 Interactive voice response systems
The importance of access issues in this area is emphasised by findings reported by the Rural Development, Centre, University of New England:1. These systems presume a level of knowledge and skills that is usually
just not out there in small communities.
2.'Efficiency' is only measured in savings to the provider - not to
the person making the call who can be put on hold for extended periods,
or who simply does not receive the service they require as they give up
in the face of a complex system.
3. Older people, particularly those with poor literacy, become increasingly
dependent on others to act as an intermediary in seeking information or
services as they cannot deal with the technology. This has important implications
for well-being, self-esteem and power relationships and can leave some
older people vulnerable to exploitation.
4. Systems which put pressure on the operator to deal with calls in
short time periods fail to take into account the needs of many older people:
Ros Foskey, comment in Making the Connections online conference forum,
http://www.mtc.une.edu.au/ .
Centrelink observes the Australian Standard for the use of IVRs and this includes the facility for customers to always have the option of speaking to a human operator or to default to an operator if they do not make a menu selection. Automated services follow the same principle although, outside of normal business hours this feature may not be available and customers may be asked to call again during business hours when a human operator will be available or leave a message (phone number, name, etc.) for a later call back. It is also important to note that there are no IVR prompts that require a caller to respond within a particular time period, so that customers with disabilities that may result in slower response times, are not disadvantaged.: submission, Centrelink.
6.2 Automatic teller machines
The Australian Standard on automatic teller machines deals principally
with issues of physical access to machines (accessible location and reach
to controls), rather than with the full range of issues affecting accessibility
and use raised in focus group discussions, submissions and research resources
for this reference, such as the proposed standards currently before the
US Access Board. One submission notes that this standard is currently under
revision.
The Commission has commenced a small sample survey of accessibility of ATMs and has been discussing access initiatives, including in relation to ATMs, with a number of banks.
The Australian Bankers' Association submission acknowledges barriers experienced by people with disabilities regarding ATMs but notes progressive upgrading of ATMs with more accessible new generation equipment incorporating audio, touch-screen and other aids now appearing.
The Commission and/or the institutions concerned may be in a position
shortly to say more about initiatives in this area.
6.3 Working paper on web page accessibility
As part of this reference the Attorney-General asked the Commission
to conduct an audit of the accessibility of Australian government and business
internet sites, in particular for people with impaired vision, by reference
to the Disability Discrimination Act and relevant Australian and international
guidelines.
A working paper discussing results of a preliminary audit focusing on Commonwealth web pages has been released with this update.
The summary results from this preliminary survey are that :
- Most Commonwealth sites tested showed significant accessibility barriers
- Many sites present barriers to users who cannot see images, cannot access documents in PDF format, or have difficulty with sites using frames
- A substantial number of sites appear to require excessive download times even at the home page level
- Most barriers found appear relatively easy for providers to remedy on existing pages and to avoid for new pages
- Some sites appear to have dealt effectively with accessibility issues as well as long download times by implementing text only equivalent sites
- These results show a need for agencies to conduct simple testing of their own sites at a minimum, and indicate a need for consideration of more detailed useability testing and quality assurance measures .
7. Legal issues
The Commission's Issues Paper asked for comment on legal barriers to reproduction or distribution of material in accessible formats, and in particular on the impact of recent and current reforms to copyright law and through legislation on electronic transactions.It is encouraging to note that the Electronic Transactions Bill was passed on 25 November.
Regarding copyright issues, submissions
- congratulate the Federal Government on the 1998 amendments to the Copyright Act which streamline the copyright clearance procedures for published works reproduced in accessible formats and
- welcome the introduction into Federal Parliament of amending legislation which would extends the Copyright Act to include electronic formats under the statutory licensing provisions for reproduction of published works in accessible formats for people with print disabilities, while
- calling for examination of further simplification of the Copyright Act provisions for reproduction of published works in accessible formats, or other reforms to ensure that material can be produced in accessible formats as and when required .
The Royal Victorian Institute for the Blind notes that transcription into audio or Braille of an average 200-page book currently takes six to eight weeks, and suggests that to reduce delays publishers should lodge electronic files of their publications with a central agency or agencies, with appropriate controls on eligibility for access.
The Commission will seek to explore issues in this area further in the
course of this reference.
8. Appendix: Notes on inquiry process to date
8.1 Reference
By reference dated 26 August 1999 the Attorney-General asked the Human Rights and Equal Opportunity Commission to- Investigate the implications for older Australians and those Australians with a disability of the rapid development and use of new technologies in electronic commerce and the provision of government and other services, and outline their specific needs in accessing services which utilise such technologies;
- Examine the difficulties and restrictions faced by older Australians and those with a disability in achieving full and equal access to services utilising new technologies and deriving full benefit from such technologies;
- Advise on options for use of digital technology in removing barriers to access to government and business information and services for older Australians and people with a disability;
- Conduct an audit of the accessibility of Australian government and business internet sites, in particular for people with impaired vision, by reference to the Disability Discrimination Act and relevant Australian and international guidelines;
- Advise on needs and options for education or training to promote equal access to electronic information and services for older Australians and for people with a disability;
- Suggest other steps that could be taken by the Commonwealth and by service providers to improve access for older Australians and those with a disability to services utilising new technologies and suggest strategies for avoiding the marginalisation of these groups as a result of the use by service provider of such technologies; and
- Suggest minimum standards that should be met when introducing new technologies into service provision.
In conducting this reference the Commission was asked to
- consult with individuals and organisations, particularly with service providers, relevant non-government organisations including those representing those with a disability and older Australians, relevant government authorities and other interested parties;
- have regard to relevant law, practice, research and experience; and
- have regard to Australia's international human rights obligations
- give an update on progress by 1 December 1999 and provide a final report by 31 March 2000.
The Commission released an Issues Paper the same day (based on initial research in response to the Attorney's reference and on its own previous work in this area), as a basis for consultation with interested parties in business, government and the community. This paper is available on the Commission's web site.
The Issues Paper has also been offered in paper and other alternative (non-electronic) formats. To date, on line demand (over 750 hits on the web version, plus some email distribution) has far outstripped demand for paper distribution (less than 100). (This is not unique or solely attributable to the subject matter of this reference, being consistent with recent Commission experience with relative demand for electronic and paper formats of other major publications such as the report of the reference on pregnancy discrimination.) No requests for other formats have been received to date.
Experience in conduct of this inquiry to date illustrates, in a small
way, the potential gains in efficiency, effectiveness, reach and participation
which is offered to Australia's governments and people, economy and society
by use of the internet and other digital technology – if issues of universal
access to these technologies are addressed.
8.2 Focus group discussions
A series of focus group discussions involving older people and people with a disability was conducted at the commencement of this process, as a means of testing and supplementing the information available through other research and submissions. The Commission thanks the Attorney-General's Department for providing financial assistance to make these discussions possible. Focus groups were organised and led by an expert consultant in this area, who for commercial reasons has asked not to be identified at this interim stage.A summary report to the Commission of input from focus group discussions was made publicly available on the web page for this reference on 26 November and is included with non on-line versions of this update.
As noted in the summary report, these discussions do not represent a statistically significant sampling process, being based on qualitative rather than quantitative research techniques. Subject to this, the results of focus group discussions offer confirmation that the issues identified in the Commission's Issues Paper, regarding both benefits and barriers in access to electronic commerce and new information and service delivery technologies, are real issues for older Australians and for people with a disability.
Focus group discussions indicate that physical barriers, affordability and equipment access barriers, and attitudinal and awareness barriers prevent some older Australians from accessing e-commerce. Where these barriers are overcome users see electronic banking in particular as cheaper, faster and easier.
Perceptions of problems of security, of personal safety using ATMs and of personal information using internet services were also raised.
Focus group discussions with people with disabilities did not indicate the same problems of awareness of electronic commerce options. The groups were extremely knowledgeable about e-commerce options and could talk at length about transacting business over the net, ATMs, EFTPOS, smart cards, ticketing machines, barcode scanning in supermarkets and libraries, e-tickets and voice technologies.
However, accessibility of equipment and of information formats across most electronic commerce technologies, and affordability and equipment access barriers were problems for these groups.
A major point arising from focus group discussions, as well as from research and submissions so far, is that many access issues are in fact, and need to be addressed as, universal access issues rather than issues to be approached (or overlooked) only as minority issues.
Submissions have emphasised that the Australian community as it really exists is not composed even mainly of urban upper income people who have access to and are familiar with up to date technology, are aged 18 to 40, and will never age, and have perfect eyesight, hearing, mobility, and memory, and will never experience any disability affecting any of these, and have high level analytical and English literacy and language skills.
The issues identified in this reference so far are likely to affect people who might not regard themselves or be identified with any special needs group.
It has been striking the number of times that issues with which we were familiar as disability access issues have been raised as issues affecting older people or members of communities more generally.
It may then be asked, why should an examination be conducted or continued focused on older Australians and people with a disability rather than simply examine issues of effective access more generally, or with reference to other possible categories of disadvantage, such as low income people and people in rural and remote areas.
One answer is that the Commission has clear jurisdiction, under its present statutory mandate, to examine and report on disability access issues and that (although Federal age discrimination legislation has not yet been introduced and remains under discussion) issues for older people in this area are closely related. It is less clear that the Commission would have legal authority to expend resources examining, or to report on, issues regarding technology and social disadvantage more generally or income level or location.
Another answer is that this examination does not exclude other examinations
targeted in different ways, and that evidence indicates that an examination
in accordance with the current terms of reference focusing on older Australians
and people with a disability is necessary and timely.
8.3 Access to submissions and research resources
A resources page providing links to relevant on line information from business, community, government and other sources, and a page providing access to submissions made in electronic form, have been published on the Commission's web site.Much important material has been provided in submissions and research resources. In particular it is appropriate to note the material prepared by Ms Helen Scott for the Council on the Ageing, and the extremely valuable report prepared by Mr Tim Noonan for Blind Citizens Australia on "Accessible E-commerce in Australia", funded by the Minister for Communications Information Technology and the Arts' AccessAbility program and released in September 1999, in which "a variety of day-to-day activities are examined from an E-Commerce and accessibility perspective including:
- Shopping, including selecting goods, accessing catalogues, paying for goods, barcodes, home delivery options etc;
- Banking and Finance, including selecting a bank, ATM issues, telephone and Internet banking, access to brochures and statements;
- Internet access, including getting online, selecting a browser, training issues, web design issues, buying on the Internet etc;
- Government information and transactions, including stated Information Economy priorities, Government E-Commerce developments, Telstra and the Government, Centrelink developments etc;
- Participation in employment;
- Implications of electronic publishing; and
- Emerging technologies including Java, Windows CE, Information Kiosks, screen and web phones, smart appliances, XML etc."
In most cases submissions and resources have been provided electronically and the Commission has accordingly been able to provide public access to them by publishing or linking to them on the pages for this reference on its internet site (which would be quite beyond the Commission's capacity in paper or other forms).
Submissions and links to research resources will continue to be posted
to the Commission' s site as they are received throughout this reference
so that interested parties may have direct access to them rather than having
to wait for summary versions in a later final report.
8.4 Publicity for inquiry process
The inquiry has been publicised by- Email to the Commission's electronic mail contacts in business, community and government
- Prominent presence on the Commission's web site
- Participation in on line conference on information access for seniors in rural areas
- Community service announcements provided to radio stations and print equivalents provided to a number of specialist magazines
- Coverage in several major newspaper articles (both mainstream features and specialist e-commerce and information technology sections) and radio interviews featuring the Commission President and Deputy Disability Discrimination Commissioner Graeme Innes AM
- Correspondence (principally email) and meetings with a range of relevant government agencies and major service providers, including most major banks.