KZgunea Telecentre Network 2014 Activity

http://www.kzgunea.eus

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KZgunea – 2014 Activity

WHAT IS KZGUNEA

KZGUNEA

Created to reduce the digital divide…

…and is now the instrument that people use to get all the benefits of an information society achieving a fully digital society in the Basque Country.

CAPABILITY:

• More than 270 centers throughout the Basque municipalities

• More than 100 people providing services for the services list

EQUIPMENT:

• Open source• Flexible and optimized, where it is

needed

COMPETENCY:

• Technical understanding adapting to the real needs of citizens

• Continuous renewal of supply and knowledge

Active users, with an average of 1,500 new users per month

20142014

…… Both the training as well as the ICT information that we offer is adapted to the different groups and user profiles we that we provide services to

400,000users

40,000

OUR USERS

57%

The users are people looking for employment (being twice as many women than men)

• 20% active• 30% retired

33%

Women with a “basic” profile of technoloty use

43% are men with an “average” profile

KZgunea – 2014 Activity

50%Over 45 years

11% have between 35 and 45 years, where 70% of them are looking for employment

USER SATISFACTIONWe receive customer feedback through multiple channels:

Annual survey, more than 1000 active users,

Complaints and suggestions collected in over 270 network centers, currently available in

an online format through kzgunea.net web, and

Focus group for the client voice carried out during 2014 with more than 30 users,

where suggestions and expectations were collected firsthand.

Gathering customer satisfaction feedback from our users recognizing the valuable services

provided in terms of:

97% satisfied users as to the overall assessment of the service

95% satisfied users with the attention and service provided by the center staff

92% users satisfied with the information provided on the web, although given that the

ratio drops when asked about the service information available, changes have been

initiated to improve the information available to users

90% on adapting to needs, for quality, flexibility and speed, with a catalog of over 90

courses available based on needs

86% consider the training useful for improving the current situation

KZgunea – 2014 Activity

USER SATISFACTIONImproving our services is determined by the suggestions and needs that we get from our users.

The main improvements already underway focus on:

Expanding training capacity, with 500 hrs of online training available from anywhere at any

time, and with extended hours at the 16 centers that have more use.

More and better information available about services, through:

• 2 articles a month en the kzgunea.net portal

• 2 posts in the Kzgunea blog (kzgunea.blog.euskadi.net)

• Four electronic newsletters a year for every registered user

• Improving the dinamization and publicity through social networks, with a SEO strategy

more suited to the nature of the service

Adapting training offers to profiles; using the new Training Plan where itineraries

(roadmaps) are collected by ICT profile and modalities aimed at reinforcing the knowledge

obtained with Tutorials & Informative talks on topics of interest.

Adapting the language of the service provided, through a renewed 2015-2016 Service List that contains the services in a clear way.

KZgunea – 2014 Activity

MAIN RESULTS

2014 TRAINED PEOPLE

53.8177.570

TRAINING

64.120 h

COURSES

7SUBJECT CATEGORIES 91TYPES of

COURSES

Use e-AdministrationUse Google AppsUse Basic InternetProcessing Imagen and soundKnow Social networksUse Open sourceOther knowledge

The training activity KZgunea shown in the

following figures. This activity and its results

are similar that past years.

Continuous adaptation of the training offer,

both in content and format, to which

citizenship require.

KZgunea – 2014 Activity

KZGUNEA TRAINING ACTIVITY

Processing Imagen & Sound

11% Google Apps

14%

Social networks

24%

E-Administration

5% Open Software

13%

Basic Internet

33%

KZgunea students, registred users , attend courses on Basic Internet and Social networks, mostly.

KZgunea Courses Category

KZgunea – 2014 Activity

KZGUNEA TRAINING PLAN

Training methods

Itinerarios

To reinforce and assist users in its continuous technology training are designed training methods tailored to their needs and possibilities:Face-to-Face Training; Courses run at your

centre, in topics of interest and adapted to

suit your level of technology skills. Whatever

your level, broaden your knowledge of ICT

using the roadmaps set.Short-term mini training courses run at the centre to supplement the knowledge gained from the courses

Online; Courses designed to be followed at a distance and at your own pace with the support

of an online tutor. Reinforced by practical exercises and regular online tutorials (via Skype)

where tutors clear up the doubts of their group of trainees.

Self-Access; Content can be accessed and downloaded on the Kzgunea website, with self-

assessment exercises

Tutorials; Support to clear up any doubts about topics or concepts dealt with in other forms of

training.

Talks; Information sessions about subject areas run at Kzgunea centres or on other sites.

KZgunea – 2014 Activity

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KZgunea – 2014 Activity

According to the

technological profile

of the user and the

subject of interest,

each user of the

network KZgunea

can choose to attend

training and how to

continue training to

achieve a complete

understanding of the

subject.

KZgunea – 2014 Activity

THE VALUE OF PARTNERS

KZgunea has a network of alliances that seek a better availability of network services

for citizens.

To do this, there are two types of partners:

The alliance network is currently made up of two types of partners:

I.Partnerships promoting network use, seeking greater force to attract interest in the

use of ICTs through the collaboration with agents that are close to the target audience,

those with the largest digital divide. With this collaboration a more efficient use of

network resources seeks to reach more people.

II.Partnerships to improve content and services, seeking continuous improvement of

network resources, with contributions from advanced agents regarding the provision of

training sessions or innovative content and participating in international projects that

could bring improvements to the current Kzgunea offer.

KZgunea – 2014 Activity

THE VALUE OF PARTNERS

II. Partnerships for promoting the use of the network:

223 courses required by the Municipalities, owners of the actual centers.

550 courses required by Lanbide, the Basque Employment Service, for supporting the employment.

408 courses for Elderly associations.

9.542 ITTxartela acrediting digital skills.

1.863 Metaposta Registers, the Basque Government’s secure electronic mailbox.

681 digital certificates by Izenpe, Basque public entity for digital certificate authority and provider.

948 Mikroenpresa courses, the Basque Government’s training service for microenterprises and freelance.

35 sessions of the Inplantalari’s service, the Basque Government’s servicefor providing ICT solutions for microenterprises and freelance.

KZgunea – 2014 Activity

THE VALUE OF PARTNERS

II. Partnerships to improve content and services:

Ikanos, Basque project for defining and driving the acquisition of competences by professionals, for which has been mapped to the KZgunea training catalog.

Tecnalia, Tecnalia Research & Innovation, for collaborative projects within the ERASMUS+ program.

Tknika, Centre for innnovation in vocational training of the Basque Country, for sharing valuable content for students and teachers.

KZGUNEA & DIGITAL COMPETENCES

> 80%

A1C1. Browsing, searching

and filtering information

A1C2. Evaluation

information

A2C1. Interacting through

technologies

A2C2. Sharing information

and content

A3C1. Developing content

60 - 80%

A1C3. Storing and

retrieving information

A2C4. Collaborating

through digital channels

A3C2. Integration and re-

elaborating

A3C3. Copyright and

licenses

30 - 60%

A2C3. Engaging in online

citizenship

A4C1. Protecting devides

A5C1. Solving technical

problems

< 30%

A4C2. Protecting data and

digital identify

A4C3. Protecting health

A5C2. Identifying

technological responses to

needs

KZgunea has a training offer aligned with the digital competences of the Basque Government’s IKANOS project. This training offer supports the acquisition of competences in these ranges:

KZgunea – 2014 Activity

KZGUNEA IN EUROPE

KZgunea – 2014 Activity

Project proposal for ERASMUS+ Programme PATHWAYS4EMPLOY

OBJECTIVE: Contribute to the achievement of one the four strategic objectives of the Education and Training 2020; improve the quality and efficiency of education and training; all citizens need to be able to acquire digital competences and all levels of education and training need to be made more attractive and efficient.PROPOUSE: Improve the level of digital competences for two professional profiles (entrepreneur, mobility worker) and the methods for recognizing and validating of skills and qualifications (taking the DIGCOMP framework), through the open digital badget. SCOPE: Use the knowledge of institutions with proven experience in the ICT learning (focusing on non-formal and informal education ), training for employment and job seekers institutions, for producing concrete outputs to facilitate the attainment of better skills and competences in ICT among people. RESULTS:

Research on good practices/examples defining pathways focused on employment and digital competences.

Apply the research results to define the pathways of the 1-2 competences profiles based on the DIGCOMP framework.

KZGUNEA IN EUROPE

KZgunea – 2014 Activity

Participation in the project i-Treasure - Internet Treasure Hunt Improving the Attractiveness of Learning for Seniors (LLP – GRUNDTVIG): Execution of pilot using its recourses in GOW2015.

Project proposal for ERASMUS+ Programme PATHWAYS4EMPLOYRESULTS: Define pathways for the profiles and design the open digital badges that are going to be created.Establish the trust networks for recognizing and certifying the digital competences throug open badges.Develop the web plataform for suppporting

• Competence profiles and Pathways and allows user to manage their progression obtaining the profile.

• Information that employers find relevant and Required interactions between the trust network partners.

CONSORTIUM (confirmed partners):

Tecnalia Research & Innovation - Primer contractor (www.tecnalia.com/ ) Telecentre Europe www.telecentre-europe.org Kzgunea Telecenters network www.kzgunea.net Fast-Track to IT http://fit.ie/

CONTINUED SUPPORT

Looking to keep informed about KZgunea activities and offer, as well as interesting ICT trends for our users, KZgunea uses 2.0 channels, featuring valuable articles and content on their web portal, blog and in their social networking profiles.

Kzgunea – 2014 Activity