I have just received a response to concerns that Hounslow's new automated phone system discriminates against residents who can't navigate its touch tone system (also highlighted on ChiswickW4.com: http://tinyurl.com/c3n4gnv). Hounslow's Director of Corporate Services, Anthony Kemp, says:  "we do constantly review our services and I have asked the team responsible to look again at voice recognition software.  I have also asked them to investigate the possibility of having a ‘no response’ option which would divert directly to the customer services advisers". Mr Kemp says voice recognition software "is very costly and unrealistic at this time". I would argue that it also may not be appropriate for Hounslow Council in the way that it is certainly a boon for commercial organisations like British Airways, for instance. Instead, I really hope they can figure out a way of firing up the 'no response' option Mr Kemp mention.  From conversations with Councillors on Hounslow's Disabled Community Forum (who have inundated with calls from residents about the automated phone system) I'm sure this would be a very popular move.

Entire Thread

Topic	Date Posted	Posted By
Hounslow's Automated Phone System	19/12/11 15:19:00	Tracey Szwagrzak
Re:Hounslow's Automated Phone System	19/12/11 15:52:00	Julian Pavey
Re:Re:Hounslow's Automated Phone System	19/12/11 15:59:00	Tracey Szwagrzak
Re:Re:Re:Hounslow's Automated Phone System	19/12/11 16:42:00	Julian Pavey
Re:Re:Re:Re:Hounslow's Automated Phone System	19/12/11 16:49:00	Tracey Szwagrzak
Re:Re:Re:Re:Re:Hounslow's Automated Phone System	19/12/11 16:53:00	Seb Cornwall
Re:Re:Re:Re:Re:Re:Hounslow's Automated Phone System	19/12/11 17:11:00	Tracey Szwagrzak

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