SignVideo

​Request 767477317 

1. Copies of any Service Level Agreement (SLA) reports or performance monitoring data received from SignVideo since the service was introduced in Jersey.
2. Statistics on connectivity performance over 2025, including:
- Number of calls attempted
- Number of successful connections
- Number of failed or dropped calls
- Average connection times
- Any other reliability or quality metrics recorded under the SLA
3. Information on mechanisms for recording failures:
- Are failed or dropped calls logged automatically by the SignVideo system?
- Are these failures reported to Government departments in regular SLA reports?
- What categories of failure (e.g., technical, user-side, network) are distinguished in the reporting?
4. If failures are not noted (and I have anecdotal evidence for persistent failure, either to connect or with dropouts, are there any reporting mechanisms for end users to highlight this, and where are these found? Or are failures just invisible to the government? 

Response 

1.   The performance monitoring data will be published in the SignVideo 2025 annual report which will be found at the SignVideo service link due to be published on 31/01/2026. The information is therefore exempt under Article 36 of the Freedom of Information (Jersey) Law 2011. 

2.     

​Average connection time refers to the duration a caller waits for their call to be answered by an interpreter. 

The total number of calls will include test calls and calls made for training purposes. We are unable to extract these from the total number of calls made.

- Any other reliability or quality metrics recorded under the SLA

• Calls are recorded by department
• Call durations are noted
• In person (VRI) and telephone calls are differentiated
  

3.    In response to information on mechanisms for recording failures please see our response highlighted below:

- Are failed or dropped calls logged automatically by the SignVideo system? – Abandoned calls are recorded.
- Are these failures reported to Government departments in regular SLA reports?- Yes failures are reported monthly.
- What categories of failure (e.g., technical, user-side, network) are distinguished in the reporting? This information is not broken down further. 

4.    For problems connecting to SignVideo, or if a user needs some technical help they can email the SignVideo service or call them directly via the GoJ SignVideo page  SignVideo service; SignVideo Interpreters feedback issues to SignVideo account managers who then investigate any issues identified; Users can access the SignVideo website and use their chat box service.

Articles applied 

Article 36 - Information intended for future publication 

(1)       Information is qualified exempt information if, at the time when the request for theinformation is made, the information is being held by a public authority with a view to itsbeing published within 12 weeks of the date of the request.

(2)       A scheduled public authority that refuses an application for information on this groundmust make reasonable efforts to inform the applicant –

(a)     of the date when the information will be published;

(b)     of the manner in which it will be published; and

(c)     by whom it will be published.

(3)     In this Article, “published" means published –

(a)     by a public authority; or

(b)     by any other person.

Public Interest Test 

Article 36 is a qualified exemption, which means that a public interest test has to be undertaken to examine the circumstances of the case and decide whether, on balance, the public interest in maintaining the exemption outweighs the public interest in disclosing the information.  ​
Public interest considerations favouring disclosure 

• disclosure of the information would support transparency and promote accountability to the general public.   
  

• It is intended to publish the relevant documentation on www.gov.je signvideo page within 12 weeks of the receipt of this request. It is reasonable for government to publish reports in an orderly manner, following completion of appropriate internal processes, and publishing in advance, and in such close proximity to the expected publication date, would potentially undermine the orderly publication and conduct of government work (when the public benefit of earlier publication under the Law would derive limited benefit).