Case Study
Bildschirmarbeitsplätze für seheingeschränkte Menschen bei der Deutschen Post DHL Group

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Deutsche Post DHL Group is a global logistics and mail communication company with around 570,000 employees in over 220 countries. The Deutsche Post DHL Group includes Deutsche Post - as a pan-European postal service company and DHL - as a global company in the areas of international express shipping, freight transport, e-commerce and supply chain management. The company provides, among other things, With responsible action, targeted environmental protection measures and corporate citizenship, we make a positive contribution to the environment and society.


Under professional guidance of the Integration Office and under the guidance of a project manager, the German Post DHL initiated a project at the service office Finance & HR Operations Germany - STAFF DIRECT in Fulda for the promotion of colleagues with disabilities in two phases. The colleagues are three visually impaired and three blind persons who organizationally and technically belong to the service office in Fulda, but work in the MAIL Branch near their home village.

First project phase

In an internal search the project leader under participation of employee representatives (representation of severely disabled people and works council), determined suitable candidates via telephone preliminary and pre-selection interviews. The candidate had to fulfill the requirements of PC-knowledge, the Braille and the use of technical aids (e.g. Braille display and screen readers).

Second project phase

With the help of a total of 7 godfathers and 2 coaches they got an extensive knowledge, including to tariff and civil service law, tax, social security and IT / SAP applications.. In addition to the technical challenges, the sponsors and coaches helped the blind and visually impaired staff with technical questions. The training took place on the location of the service line PERSONNEL DIRECTLY centrally in Fulda. The use in practice is done from their home locations. Colleagues are nevertheless closely linked to PERSONNEL DIRECT, which is achieved by constant telephone contact and regular operations at the site Fulda.

Disability and functional limitation of the employees of the project:

The visually impaired employees can perceive visual information (e.g. font) only increased and in better contrast. The blind employees must perceive the optical information through other sensory channels. For this purpose, the optical information (e.g. font) must be converted so that they can be perceived tactilely with the fingers (e.g. Braille) or acoustically (e.g. speech). One of the blind employee has on his right eye a residual vision about one percent. Therefore he can perceive visual information in that eye still very dimly.

Education and work:

After the selection process, the employees were internally trained in a six-month training measure, by coaches and sponsors of the service office Finance & HR Operations Germany - STAFF DIRECT, as a call center - or phone agent for the hotline at internal inquiries of employees of Deutsche Post DHL. Testing and safe handling of the tools were particularly important and were done in collaboration with the staff, the integration service for blind and partially sighted people and the provider of resources.

Workplace and work duties:

The telephone agents work on computer workstations in an office. On their computer workstations they edit internal inquiries by telephone (hotline)/ E-mail and replie to voice messages (from the answering machine) of employees of Deutsche Post DHL, such as questions regarding payroll, including social security and taxes, of the leave and parental allowance to certificates , local and social surcharge, child allowance and travel expenses. The workstations and the computers of visually impaired employees were equipped with special software to compensate for the disability-related limitations, which increases the content on a flat screen or large screen and displays better contrast. Some of the staff prefers the use of a monitor swivel arm to ergonomically position the flat screen on the monitor swivel for an optimaldistance for seeing. The workstations of blind employees were equipped with a Braille display with screen readers (software) to read the screen content. The Braille display with screen reader converts the optical actually screen content into tactile information or Braille, which then can be palpated or read from the phone agent with their fingers. A training course for tactile reading Braille was not necessary, since this already has been learned earlier. Alternatively, the screen information can also be heard acoustically via the voice output. The blind employee with a very low residual vision in his right eye uses in addition to the enlargement of documents in paper format a screen reader. When installing the necessary software for the tools, the particular rules and regulations of the company had to be considered to ensure the safety of the data and of the network. Therefore certain adaptations of tools needed to be made for the use of the tools and software, which were implemented in cooperation with the call center agent. What tools could be used was determined on the spot with the help of the specialist integration services for blind and partially sighted people. The disability-related limitations of the employees are compensated through the use of the tools, so that they can carry out their activities independently, both quantitatively and qualitatively.

Work environment - mobility:

Mainly the employees use public transport for their way to work, the blind employees specifically use their long cane as a guide. The use of the long cane, as mobility and orientation, was formerly practiced during mobility training. The jobs of the employees are within the different branches in a part of the building near the entrance which is easy for them and self-to-reach.

Assistive devices used:

canes for the blind or white canes video systems with bigger picture (screen readers) tactile computer display (Braille) special edition software (screen readers) fixed-position systems

Keywords and Further Information

Funding and participation:

The required workplace design and training by the providers of resources were funded by the Integration Office. The coordination of the operation and the establishing contact for Integration Office and specialized services for blind and visually impaired people was carried out by the project management. The specialized services for blind and partially sighted people accompanied that measure with consultancy services.

ICF Items

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Last Update: 4 Jun 2018