Honorable Robert Bunda

President of the Senate

Twenty-Second State Legislature

Regular Session of 2003

State of Hawaii

Sir:

Your Committee on Human Services, to which was referred S.B. No. 1427 entitled:

begs leave to report as follows:

The purpose of this measure is to require the Disability and Communication Access Board, functioning as a consumer advocacy committee, to monitor the provision of telecommunication relay services (TRS) for individuals with communication disabilities in Hawaii.

Testimony in support of this measure was submitted by the Disability and Communication Access Board; Assistive Technology Resource Centers of Hawaii; the Aloha State Association of the Deaf; and nine concerned citizens. Verizon Hawaii provided oral comments on the measure in response to questions from your Committee.

Your Committee finds that telecommunication relay services (TRS) are critical services for individuals who are deaf, hearing-impaired, or speech-impaired, which allow them to use the telephone to contact hearing persons. The federal government, through the Federal Communications Commission, sets minimum standards for relay services throughout the United States.

Your Committee heard testimony from TRS users that the services provided by the current, and only, TRS provider, Verizon Hawaii, are often unavailable due to inadequate staffing. In addition, operator protocols do not follow nationally-accepted standards for confidentiality and transparency. Finally, although many other states provide enhanced services based on state-of-the-art technologies that allow more users to be more integrated and independent, enhanced services have not been offered to Hawaii consumers.

Your Committee finds that the current TRS system is operated with little or no input and feedback from the individuals served by the system. Although the Public Utilities Commission oversees the provision of TRS in Hawaii, there is no established process by which TRS users may provide comments and suggestions to the PUC, and, as a result, the PUC may be unaware of the issues and concerns about the services provided.

In response to questions from your Committee, Verizon Hawaii announced that it will cease providing TRS services in Hawaii in July 2003, or as soon thereafter as the PUC is able to find a qualified alternate TRS provider. Verizon Hawaii explained that the decision was a business one, as it is the only Verizon in the nation that is a direct provider of TRS services; in other states, TRS services are provided by a private vendor under contract with Verizon. Verizon Hawaii pledged to meet with the Disability and Communications Access Board and users to discuss concerns and suggestions to improve the TRS system, and to help ensure that the transition to a new TRS provider is a smooth one.

Your Committee believes that establishing a monitoring system that formally incorporates consumer feedback will improve and strengthen the TRS system and services provided to the deaf and speech-impaired, thereby improving opportunities for full integration of individuals with communication disabilities in Hawaii.

The Disability and Communication Access Board indicated its willingness to accept the responsibility of monitoring the provision of TRS services and to set up a system to solicit and address feedback from TRS users. Your Committee believes that establishing a mechanism to solicit and address TRS users' concerns will ultimately result in a more efficient, market-driven, cost-effective system that better meets the needs of TRS users.

Importantly, your Committee finds that no additional appropriation of state funds would be required, as the Disability and Communications Access Board testified that the monitoring function can be implemented within its current program and budget.

Your Committee encourages all the involved parties to work together to minimize disruption of TRS services during the transitional period. Your Committee further requests that the Disability and Communication Access Board, functioning as a consumer advocacy committee, be actively involved in and facilitate the transition from Verizon Hawaii to another qualified TRS service provider and the implementation of new TRS services for individuals who are deaf, hearing-impaired, or speech-impaired.

As affirmed by the record of votes of the members of your Committee on Human Services that is attached to this report, your Committee is in accord with the intent and purpose of S.B. No. 1427 and recommends that it pass Second Reading and be placed on the calendar for Third Reading.