Conclusion
There is overwhelming support from stakeholders for the TRS to continue as a permanent feature of New Zealand's telecommunication services. The TRS has impacted positively on the lives if its users. The service, after one year of operation, is still in its infancy. It is still under utilised relative to the potential user base and more education is required of users and potential users of the benefits of the service. Well targeted outreach programmes will improve awareness over time.
Stakeholders have made several recommendations to refine and enhance the service. Approximately one in three of the survey participants wanted an aspect of the TRS service changed to make the service work better for them, with the three most mentioned options being:
- Faster connection (and also quicker reply/response),
- Clearer instructions to understand how to use,
- Mre features and options.
The NZIR trial has proven a remarkable success accounting for approximately 50% of the use of the service.
The STS trial, although less successful in terms of usage, has proven to be life changing for those who have used it. Support organisations are already convinced that STS should become a permanent part of the TRS as it is in other countries.
Stakeholder comments varied on whether there was a need for text or voice access to the TRS in other languages. This review has not captured informed views from all Māori, Pacific Island or Asian communities that could have an interest in this area.
Sprint has successfully designed the TRS to support the growth of service and to adapt to changing technology. A number of additional features including Video Relay have already been identified by stakeholders for future services. Any proposed new services should be discussed with the TSO Liable Carriers who fund the TRS.
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