Tele-Help and Remote Service Provision Using RESORT Prototype System.

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Tele-Help and Remote Service Provision Using
RESORT Prototype System
Paul Panek1, Christian Beck1, Andreas Hochgatterer2, Stefan Mina3, Barbara
Prazak2, Gottfried Seisenbacher1, Mathijs Soede4 and Wolfgang L. Zagler1
1 fortec - Research Group on Rehabilitation Technology,
Favoritenstrasse 11/366-1B, A-1040 Vienna, Austria
{panek, chb, gs, zw}@fortec.tuwien.ac.at
http://www.fortec.tuwien.ac.at/resort
2 Integr@Point, Lebenshilfe NÖ / ARC Seibersdorf research GmbH,
Viktor-Kaplan-Strasse 2, A-2700 Wiener Neustadt, Austria
{andreas.hochgatterer, barbara.prazak}@integranet.at
3 Förderzentrum Elisabethinum Axams, Mailsweg 2, A-6094 Axams, Austria
s.mina@elisabethinum.at
4 iRv - Institute for Rehabilitation Research, Zandbergsweg 111,
NL-6432 CC Hoensbroek, The Netherlands
msoede@irv.nl
Abstract. The DE-4208 RESORT tele help prototype provides remote support
for disabled users of PC based Rehabilitation Technology (RT) and their care
persons in order to reduce existing barriers in daily usage and service of RT.
The current RESORT prototype and its interface specification support also syn-
chronisation of single switch users over narrow bandwidth network channels.
The IP based RESORT system with its scaleable user interface is described ex-
plaining also the remote service API which allows to make already available RT
software products ready to benefit from RESORT's tele help functionality. Ex-
periences from real life tests and an outlook to current and future activities are
given.
1 Introduction, State-of-the-Art and Aim
An increasing number of disabled people is using Rehabilitation Technology (RT)
systems which help them to live more independent and self-determined lives. Analysis
of the provision process shows that buying and installing an up-to-date RT system is
definitively not the end, but much more the starting point of a process of continuously
tailoring the system to the ever changing needs of the individual user.
In many cases the carers (teachers, therapists, family members) are the key agents
in this process. Often a lack of experience in using and configuring RT systems causes
a resulting lack of adaptation and frequently the total abandonment of Rehabilitation
Technology. Generally spoken, it is anticipated that the actual use of RT systems is
much lower than the real need. Currently, support is a complicated and expensive
procedure due to high travel efforts and to frequent hands-on involvement of profes-

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sional support personnel. The RESORT system was especially designed in order to
overcome this situation by providing means for tele help and remote service function-
ality dedicated to disabled persons and their carers [14], [32], [34].
2 Methods
The RESORT prototype system developed by the EU's DE-4208 RESORT consor-
tium 1998-2001 provides the following functionality: (a) RCI (Remote Control Inter-
face) for "real time synchronisation" of two RT systems, one with the disabled user
and one at the location of the service provider, (b) easy-to-use scaleable User Inter-
face, (c) real time communication and interaction: audio, video and text, (d) database
access, (e) file transfer, (f) synchronisation of local and remote file systems, (g) plat-
form in-dependency and (h) security. It offers three different modes of operation: (1)
hands-free audio communication between user and service provider with optional
video link, (2) student-teacher mode for real time synchronisation of RT systems
which is important for single switch users over links with narrow bandwidth and (3)
tele-service-mode for technical maintenance.
RT
Program
RCI
RC
Client
RT
Program
RCI
RC
Service Center
IP

Fig. 1. Remote Control Interface (RCI) between RT software application and RESORT Con-
troller (RC) software running on client side and on Service Centre side. The specification of
remote service API [32] allows to integrate an RCI into already existing RT software products
The RESORT system exploits existing technologies for tasks like video / audio
transmission according to H.323 specification and desktop/application sharing accord-
ing to T.120. The user interface of the RESORT controller can be tailored according
to the needs of the users. Although the full functionality is always available, the de-
gree of complexity of functions and interactions can be varied within a wide range.
The RCI (Remote Control Interface) and the RESORT protocol allow synchronisa-
tion in real time. This is possible as only small data messages are transferred instead
of changed screen contents. This method dramatically reduces the required bandwidth
[4] and enables the RESORT system to provide real time monitoring of single switch
users. The RESORT controller module (RC) is linked to (a) communication modules
for video, audio and text-chat, (b) to the database, (c) to the RT system and (d) via

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network interface to the remote RC. IP serves as network protocol. The RESORT
system is a highly modular system which allows to exchange specific parts without the
need of adapting other parts. This increases the independence from 3rd party products
for audio, video, application sharing, etc. More details can be found in [14], [32].

Fig. 2. Screen Shot from a RESORT Client during a Tele-Service session in Vienna. A non-
speaking head stick using person runs an environmental control and communication system
called AUTONOMY [31], [35] which is equipped with a RESORT Interface. The service
centre can be called from inside the AUTONOMY system
Two different but compatible RESORT prototypes were implemented. The first one
was written in Sun Java 1.3 and was released in 2000. In 2001 a second prototype was
written in Delphi and now is downloadable as evaluation kit [14]. In order to test and
demonstrate the benefits two already existing RT systems [25], [35] have been
equipped with RESORT interfaces. The prototype system was demonstrated in several
workshops, additionally real life tests have been carried out [34].
3 Results
The results from the real life tests have shown that the system was usable by disabled
people and their primary carers. Furthermore, both primary and secondary carers
consider the system a viable tool for the delivery of support for users of RT systems.
In general, the results of the demonstrations and trials endorsed the need for the
RESORT type architecture, but recognised that it would cause operational changes in
the care services. When demonstrated to care service providers, they were particularly

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interested in the potential for rapid access to engineering and technical support. They
also saw great potential for on-line conferences involving a group of different care
providers involved with an individual client.

Fig. 3. Screen Shots from RESORT Service Centre during a Tele-Service Session. Left picture
shows controls for video and text communication, right picture contains controls for remotely
starting and terminating RT applications at the client side
During trials with the RESORT system features like the live video and the audio
link gave most of the potential users a feeling of security. Getting a picture from the
person who is actually helping me to fix my problem is a very important point for the
client but also vice versa it can be helpful for the operator at the RESORT service
centre to see the client. It can be recognized if the user is perhaps confused or makes
an impression of being stressed by the current situation. Certainly the user has to be
able to decide himself or herself if the video is transmitted to the service centre. The
default mode is that the video from the service centre is enabled and the video to the
service centre is disabled.
Especially for novice or less experienced computer users application sharing is very
helpful but it is certainly one of the most risky features of the system. Abuse could
cause serious damage to a clients system or private information could get to not
authorised persons. Thus, specific security issues had to be considered [32]. At the
other hand a problem on the computer may be solved in a few minutes what usually
would take a technician some hours to travel to the customer (certainly charging for
travel costs). Additionally it turned out during real life tests and demonstrations that
there is a very good learning effect for the client user when the client can watch what
the operator from the service centre is modifying remotely.
The tele-help and remote service systems will get more and more important (espe-
cially through the new high speed network systems) and bring several advantages for
the users. The feedback from the RESORT users also shows that such systems are
really requested by them.

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ISDN Telekom
Client
Service
Center
10/100Mbps switched Ethernet
(lokales Segment)
64 kbps
ISDN
TU-Net
64 kbps ISDN
Dial-In

Fig. 4. Network structure using 64 kbps Uplink from Client to University Network during real
life test of RESORT system with head stick using person (see Fig. 2) in Vienna. This real life
test started end of year 2000 and is still on-going using the latest RESORT software version
which can be downloaded from [14]
4 Discussion
The RESORT prototype system demonstrated a multitude of benefits which will help
to overcome existing barriers in the field of RT service provision. One important as-
pect is security and data protection. It is absolutely necessary for the user to have the
possibility to decide what he/she allows or not and that the tele-help session could be
terminated immediately if there is the impression that something is going wrong. An-
other point is the education of the service centre operators and maybe the usage of
network encryption technology to ban attacks by third parties.
In parallel to the RESORT prototype software the RESORT protocol has been de-
veloped and documented. A remote service API allows other manufacturers to adopt
the RESORT protocol for their products in order to benefit from tele-support func-
tionality [32]. An evaluation version of the RESORT software package is available
[14]. Ongoing research and development is done under the umbrella of the RESORT
Interest Group (RIG). The RIG provides a framework for disabled users, care persons,
manufacturers, service providers, and researchers to continue the engagement in the
area of remote service provision. Interested parties are invited to visit the RESORT
and RIG home page [14].
One of the two RESORTed RT prime examples - Mr.Step [25] - heavily stresses
the features provided by a telematic link between professionals and clients. The ver-
sion just marketed (Mr.Step 1.1 Viewer) is a client version which allows to import
modules provided by (exported from) the forthcoming Professional version. A typical
scenario is that a therapist configures and creates new modules which might then be
delivered over a RESORT link to the client’s home PC (RESORT interfaces are al-
ready implemented and a RESORT compliant version of Mr.Step is planned to be
released). Furthermore the professionals can then guide and monitor the training proc-

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ess in real time (tele-training supporting single-switch users of Mr.Step as well). This
enhances the process of interaction in teaching and training.
The Information Centre Integr@Point in Lower Austria, which provides RT spe-
cific consulting and is prepared to be a further part time RESORT service centre,
supports clients in the surrounding of about 150 km around their premises in Wr.
Neustadt. One recent example shows that only the travel costs to visit a severe motor
and vision impaired client, who is currently evaluating a communication software tool
with single switch input and auditory scanning features, are approximately EUR 220,-.
Problem solving via telephone often was not successful and minor problems had to be
solved through visits. Now a second level support became necessary because a small
adaptation of the software has to be built in by the programmer (located in Germany).
This example illustrates which enormous benefits the RESORT system might intro-
duce if used in such a setting.
In mid of year 2001 first part time service centres have been set up at TU Wien and
at an Austrian SME. RESORT not only aims at technical service delivery but also at
pedagogic and therapeutic support via the telematic channel. Tele-Support and Re-
mote Service Provision is an encouraging area in the field of RT which will improve
significantly the quality of life of disabled persons.
Acknowledgement
RESORT was funded 1998-2001 by the European Commission as project DE-4208 in
the Telematic Applications Programme (TAP). The main project partners have been:
fortec - Vienna Univ. of Technology (AT), Austrian Research Centers Seibersdorf
(AT), Micro Centre – Univ. of Dundee (UK) and iRv – Institute for Rehabilitation
Research (NL). Validation sites: Elisabethinum Axams (AT), RehaKomm – Langenau
(DE), Upper Springland Capability Scotland (UK), Tayside Orthopaedic and Reha-
bilitation Technology Centre (UK) and Stichting Revalidatie Limburg – Francis-
cusoord Valkenburg a/d Geul (NL). Additional funding was granted by the Austrian
Federal Ministry for Education, Science and Culture and the National Bank of Austria.
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