corporate social responsibility complete report France ... - Orange

facilitating access
to communication services
for the elderly and disabled
Advances in communication technologies
open up new prospects for everyone, especially
for disabled people. This is why for
many years France Telecom Orange has
been involved in increasing the accessibility
of its products through a tailor-made product
line and a dedicated distribution network.
a design strategy for all
To give everyone, especially the disabled
or the elderly, access to the best technologies
and communications, France Telecom
Orange has implemented a “design-for-all”
strategy, which ensures that accessibility
principles are taken into account upstream
of any product or service launch.
Accessibility is thus included in all procedures,
from design through to after-sales
service, for the benefit of all customers.
a solution for everyone
A dedicated product line, “autonomy offers,
a solution for everyone”, provides a tailored
response for each type of impairment
(hearing, vision, speech, mobility, prehension
or cognitive difficulties). These fixed
and mobile telephony, Internet or convergent
offers are presented twice a year in a
catalogue available in paper, electronic or
audio CD format to accommodate the
needs of the visually impaired.
In 2009, this range was expanded further
with the addition of 42 new products.
The range is available in the main European
countries. Orange Spain already has a
product catalogue on its website, accesibilidad.orange.es.
A brochure for Poland is
currently being designed.
a suitable distribution network
In France, products and services for the
elderly and disabled are distributed via a
tailor-made network:
– more than 5,000 sales representatives
and 360 advisors trained in products and
services for the elderly and disabled and
disabled care;
– 192 dedicated stores with four dedicated
“rainbow” areas;
– a dedicated customer centre for the disabled
(free phone 0 800 11 22 33, email
offres.autonomie@orange-ftgroup.com
or fax 0 800 24 69 96). Since November
2009 it has been accessible to the deaf
and speech and hearing-impaired (see
opposite).
In-store, on the website or in the catalogue,
specific signage using pictograms
makes it easier to identify the solutions
best suited to each disability.
being open to all ideas
In order to continually improve our offers and
respond to the changing needs of people
living with a disability, we have an active policy
of meetings and partnerships with specialized
professionals, institutions and
associations. In 2009, we attended meetings
of the Inter-departmental Delegation for the
Disabled on the subject of “Accessibility,
a vehicle for progress”. We also attend meetings
of the Corporate Accessibility Forum, as
well as international working groups on
accessibility (European Commission, UIT,
AFNOR).
Our presence at all major workshops and
conferences on disability and dependency,
such as Handicalyon, Autonomic or the
European Digital Accessibility Forum, also
enables us to get useful feedback on our
products and services and remain on the
lookout for innovations.
well-informed employees
The accessibility mechanism is also the
subject of regular presentations among
our staff. Thus, in 2009, the round table
discussion organized at the Orange Village
site in Arcueil enabled approximately
6,000 employees to discover the Autonomy
Offers, gain familiarity with the accessibility
of the websites, and discover the new
online training module dedicated to accessibility,
which was taken up by 3,500 people
in the two months since its launch.
accessible websites
The Group is involved in a vast project
aimed at making internal and external websites
accessible by observing the international
Web Accessibility Initiative (WAI)
standard. By the end of 2009, 352 webmasters
had been trained, and the Group’s
main websites on average met 70% of the
requirements of the WAI AA standard.
62 / a world accessible to all