How Department for Work and Pensions improved its content for Deaf people who use British Sign Language
The Department for Work and Pensions (DWP) accessibility design team has made great strides in recent years to ensure content is available to its deaf customers who use British Sign Language (BSL).
DWP even has its own BSL YouTube channel with over 2,000 subscribers and 166 videos covering topics from individual benefits and entitlements to White Papers. The videos have 4,752 views to date.
The initial BSL project, launched in 2018, following a recommendation from a Ministerial Taskforce on Alternative Formats to improve its BSL offering. The team’s initial work focused on reviewing what the department was doing, how it could improve its offering, and what it would take to bring BSL videos in-house.
DWP’s BSL videos are now produced largely in-house. This includes script creation, sign off, filming, editing, and all post-production work. The videos are made in a variety of formats, include an audio overlay, and are captioned. The team often uses two translators, especially on longer-form or complex topics, and videos are presented in a relaxed question-and-answer format.
They have sourced translators via NRCPD, the national regulator of language professionals and also used DWP’s language supplier to provide some BSL footage. DWP has engaged charities such as the British Deaf Association, Royal National Institute for Deaf People, and other partners and stakeholders to support content development and native BSL speakers at DWP also review and suggest improvements to content.
“Involving colleagues like me really helps to make sure we produce the highest quality information products that work well for the audience, it is inclusive and shows when we need to try something different we can adapt what we do to suit our audience’s needs.”
DWP team have faced a number of challenges while working on BSL translations and improved their offer:
- Sourcing qualified translators who are content to be filmed (rather than provide live face-to-face interpreting). This was particularly the case before DWP’s language provider started to provide translations. Many Deaf translators specialise in this type of work.
- Sharing approved content in advance so the translator can make sure they understand it, seek clarification, and ensure they are translating correctly.
Changes to improve their BSL content include:
- Moving from standard overlay videos to a variety of formats/options evolving to a format ‘that really engages Deaf users’ (British Deaf Association).
- Investigating and evaluating artificial intelligence (AI) narrations rather than rely on real person narrators. At times, sourcing a narrator has caused production delays and led to re-takes due to poor quality recordings.
- Using an autocue with a narrated voice over. This audio is picked up by the camera allowing the videographer to know exactly what was being read, and signed by the translator, when DWP goes into post-production.
For more information, DWP have posted a video presentation on their BSL video offer.