Context

Given the period that remains in the run up to the creation of OFCOM and the proposed Consumer Panel at the end of 2003 it is important that DIEL determines its priorities; how to achieve them to maximum effect; and the methods required.

Mainstream

The overarching aim of DIEL's strategy is to effectively advise Oftel and to persuade the telecoms industry to bring the issues of service to people who are older or disabled into the telecoms mainstream. We strive to reach a position where there is a commitment to equal access. In practice this means encouraging the regulator, eg Oftel policy project managers, and the industry to consider the impact on people who are older and disabled in all their work. When these objectives have been achieved DIEL, or its successor body, will have put itself 'out of business'. There are five major elements to DIEL's strategy to work to this end: information; influencing communications legislation; raising awareness; universal service; and organization.

Information

Information is an essential input to DIEL's work: from our constituency, the industry, the regulator and from other sources. DIEL should use all available research data, including Oftel's, that is available concerning telecoms consumers who are older or disabled. Where appropriate DIEL should seek to influence that research. Where research is not available DIEL should seek to undertake it or support others engaged in such initiatives. We need to ensure that we know what the issues and developments are and that we are able to respond.

DIEL requires information from other groups and organizations, should consult them, be involved and make contact with them. There is a role for all DIEL members, eg providing feedback to groups with which they are connected, attending meetings and speaking about DIEL. This includes making sure that such organizations are feeding information to DIEL. There is scope for this brief to go further, ie by maintaining contact and visiting organizations that DIEL does not otherwise have links with.

An email alert should be developed to pass information to groups and organizations, eg details of/signposting to appropriate Oftel consultations. Email discussions should be encouraged between DIEL members and other groups representing people who are older or disabled. This will allow DIEL to take account of other views and perspectives. Regular updating/posting of relevant links to the DIEL section of the ACTs' website is part of this networking, as well as steps to encourage other organizations to have links to the ACTs' site.

DIEL requires varied and regular contact with telecoms companies, with visits from and to the industry to develop a network of contacts and information sources. All members can be involved on different occasions.

In some other countries, particularly the USA, there are different approaches from the regulator. It is important for DIEL to obtain information about countries/situations, ie where people with disabilities have better services. This will allow DIEL to consider whether the same or a different approach could deliver similar results in the UK.

Drivers:

• use, influence, conduct and support research
• regular two-way feedback between members and other groups and organizations
• email alerts on relevant consultations and other publications
• links to relevant sites, encouraging other organizations to post links to the DIEL section of the ACTs' site
• regular visits from and to the industry
• monitoring international developments

The Communications Bill

Influencing the new communications legislation is going to be a crucial element of DIEL's work over the next year or so. The backdrop to UK regulation is EU communications legislation and implementation of the new EU Directives. We aim to ensure appropriate and effective representation in both arenas for consumers who are older or disabled.

A Consumer Panel is to be created; a member (or members) of the Panel should be appointed with a brief to represent consumers who are older or disabled and that role should include leadership of an advisory body of some kind.

DIEL’s view is that reference to people who are older or disabled should be written on the face of the Communications Bill. The Panel should be independent, adequately resourced and empowered to obtain relevant information directly from telecoms companies; to carry our research and to publish it, along with other information and statistics.

Driver:

• to use all appropriate channels to positively influence the new UK legislation and implementation of EU legislation

Awareness

DIEL's role is to advise Oftel in relation to the Director General's functions. This includes making Oftel aware of the issues affecting consumers who are older or disabled and persuading the regulator to take necessary action. DIEL needs to ensure that its voice is as strong and as clear as possible. If there is an area of concern to DIEL in which Oftel is not engaged this has to be raised by DIEL. We have to make a case to the Director General where we believe firm action is required to protect and promote the interests of customers who are older or disabled. This means raising issues and influencing Oftel's strategy and management plan and contributing to Oftel projects where the opportunity arises.

If the regulator cannot act then we have to firmly urge Oftel to refer issues to another body, eg DTI. There may be issues of wider social policy that require Government action. Oftel and/or DIEL need to bring such issues to the attention of the relevant authority.

Press notices and articles are means to raise awareness amongst a wide audience, including consumers, industry and others. Wider use of other media, eg radio, will also contribute to this.

The regular contact referred to in relation to information is also a channel to raise awareness of issues. Conferences and exhibitions that involve the public and representatives from a range of organizations, eg industry, consumer and disability groups, provide another avenue. DIEL should organize its own events, if appropriate. In keeping with the aim of being part of the mainstream, participation in larger/wider events may be more productive. Workshops that focus on issues to do with older and disabled consumers may be useful but where possible DIEL should contribute to plenary sessions. This avoids talking only to the converted.

Drivers:

• to act with determination within an advisory role
• to actively use various media and events to raise issues

Universal service

Oftel and the EU appear to accept that universal service is not a static concept but something that needs constant review. It is a concept that DIEL should be working with to extend its boundaries. DIEL argues for a universal service fund. DIEL believes that the concept should cover end-to-end communication; it should be a moving target, going beyond fixed telephony to include mobiles and access to other mass market services as they develop, eg ADSL.

Driver:

• to use all appropriate channels to argue for a universal service fund and widest possible 'definition' of universal service

Organization

The success of DIEL's strategy will depend upon effective working methods, this includes ensuring that DIEL has adequate funding and support from the ACT Secretariat at Oftel.

Open meetings would promote the free exchange of information and contribute to awareness of issues - by DIEL members and visitors. To allow confidential issues to be discussed DIEL meetings can be organized with open and closed sessions. DIEL meets quarterly but will meet more frequently if this is required and encourage meetings of sub-groups where they can be effective. More formal contact with the other ACTs, eg a DIEL member with observer status at NIACT, will help DIEL to pick up issues with a regional dimension. All DIEL members have access to email and this allows rapid sharing of information and comment on draft responses to consultations, letters etc. This means that members can interact with each other aswell as communicate with other contacts and organizations.

Drivers: