Dialog Axiata PLC
Dialog Axiata is committed to bridging the digital divide by ensuring that connectivity serves as a powerful enabler of inclusivity, empowering all individuals, including persons with disabilities, to participate fully in society. As a signatory to the GSMA Principles for Driving Digital Inclusion, Dialog continues to expand its efforts to promote accessibility across products, services and the workplace, strengthening its impact across diverse disability communities in Sri Lanka.
About Dialog Axiata
Dialog Axiata Group, a subsidiary of Axiata Group Berhad, is Sri Lanka’s leading quad-play connectivity provider. Dialog Axiata PLC, listed on the Colombo Stock Exchange, is the market leader in mobile, digital pay television, fixed telecommunications and international services sectors, while also maintaining a robust presence in digital services, financial services and IT services.
The company provides advanced mobile telephony and high-speed mobile broadband services to over 20 million subscribers across Sri Lanka. As the market leader in pay television and home broadband, Dialog delivers world-class entertainment and reliable fixed connectivity to millions of households nationwide. It also maintains a strong international presence, with roaming partnerships spanning more than 650 operators in over 200 destinations, alongside strategic investments in multiple subsea cable systems across Asia.
Disability Inclusion Initiatives
Dialog Axiata is taking meaningful steps to improve digital accessibility for persons with disabilities, with initiatives that span customer service, digital platforms and inclusive employment.
“Dialog commits to increasing the number and scope of accessible solutions, ensuring connectivity serves as a powerful enabler of inclusivity by bridging the gap between the diverse needs of all individuals, including persons with disabilities. Since becoming a signatory to the GSMA Principles, we have strengthened our commitment to digital accessibility by expanding initiatives beyond Hearing, Sight and Speech.
From making our customer service centers and website accessible for persons with disabilities to launching assistive technologies and fostering workplace inclusion through our internship programme, we continue to drive impact and empower and enrich Sri Lankan lives.”
– Supun Weerasinghe, Director / Group Chief Executive, Dialog Axiata PLC
Key disability inclusion initiatives to date:
- Inclusive product and service development: Redesigned its website and mobile app to meet WCAG 2.1 and 2.2 standards, incorporating screen reader compatibility, accessible color schemes, and simplified navigation. Persons with disabilities were directly involved in participatory workshops to co-design and test digital products, ensuring their needs were fully addressed.
- Assistive technology partnerships: Formed strategic partnerships with DeafTawk to provide real-time sign language interpretation services, and with Petralex to offer affordable hearing enhancement solutions, benefiting thousands of users.
- Accessible customer service: Introduced DeafTawk digital interpretation tablets at 23 customer care centres to facilitate communication with deaf customers. The service is planned for expansion to 110 locations nationwide to ensure wider accessibility.
- Digital literacy initiatives: Conducted in-person digital skills workshops, supported by sign language interpreters, reaching over 1,500 participants and significantly increasing service adoption among deaf users.
- Inclusive marketing campaigns: Developed targeted marketing campaigns that showcased the benefits of mobile services for persons with disabilities and their families. These campaigns have helped to raise awareness and promote accessibility.
- Partnerships with disability organisations: Engaged Organisations of Persons with Disabilities to promote services, build trust and co-create more relevant and inclusive offerings that better meet the needs of disabled customers.
Planned disability inclusion interventions:
Building on its existing initiatives, Dialog is committed to further advancing digital inclusion for persons with disabilities through a series of strategic interventions. These upcoming efforts are designed to enhance accessibility, empower disabled customers, and foster a more inclusive digital environment across Sri Lanka.
- Scaling digital skills training: Rolling out of customer education campaigns using the GSMA Mobile Internet Skills Training Toolkit (MISTT), tailored specifically for persons with disabilities. This initiative will provide resources to improve digital skills and expand access to mobile services.
- Expanding accessible device financing: Improving the affordability and availability of accessible, internet-enabled devices through a smartphone financing scheme.
- Broadening assistive technology access: Continuing to establish new partnerships to expand the range and availability of locally relevant assistive technologies.
- Extending DeafTawk customer service: Scaling the DeafTawk real-time interpretation service across all franchise locations to ensure consistent nationwide accessibility.
- Launching inclusive marketing initiatives: Launching new marketing campaigns aimed at addressing societal stigma, raising awareness of accessible services, and engaging families and caregivers.
- Enhancing safety and security: Introducing online safety training modules for persons with disabilities and their families, addressing concerns like online harassment and fraud, ensuring a safer and more secure digital experience.
- Promoting inclusive employment: Strengthening Dialog’s recruitment and workplace support initiatives to attract and retain persons with disabilities.
- Building omni-channel accessibility: Creating a seamless customer service experience across both digital and physical touchpoints, ensuring that customers with disabilities can easily access support and services through any channel.
Related Resources
Explore resources developed in collaboration with Dialog Axiata PLC.
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