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Digital Inclusion andthe why and how of Digital
Champions
Kathy Valdes Digital Unite
November 2014
We believe…
… that helping people to help others and
themselves is the only viable, sustainable way to
achieve scale and longevity in digital inclusion
… that digital inclusion is predicated on digital
skills
Of those 6.4 million have NEVER used the internet
11 million lack BASIC digital skills.
Age and income are big determinants
• 67% of those who lack basic online skills are C2DE
• 53% are aged over 65 years
Source BBC Media Literacy 2013
The current state of play
Digital by default … assisted digital … what’s happening
and why?• The government has over 650 transactions with the
citizen • There is an aspiration to deliver these digitally
• Digital Inclusion Strategy and Charter published by Govt Digital Services (GDS) April 2014
• Aim to reduce the number of people offline by 25% by 2016
• Assisted Digital • What help and support is needed for people to use digital services
Assisted Digital is not about getting people online…
Digital by default … assisted digital … what’s
happening and why?
• Assisted digital users are people who can’t use government services independently
• 18% of people who are offline will use assisted digital support.
• There will be a common set of ways for assisted digital to be provided across different services i.e. face to face, by phone etc
Universal Credit
• One of the 25 digital ‘exemplars’
• Merges six working-age benefits including housing benefit
• Introduced in stages (Bath, Hamersmith, Harrogate, Inverness, NW England, Shotton in Wales)
• 80% of benefits applications to be completed online after 2017
• Online process can take as long as 45 minutes
• 76% of claimants would struggle to apply for benefits online* Citizens Advice Scotland
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In Scotland
• Around 1 in 8 adults (594,000) in Scotland* have never used the internet and many more lack basic online skills
• Digital Participation: A National Framework for Local Action Scottish Government – launched in April 2014
• Spreading the Benefits of Digital Participation– Royal Society of Edinburgh – launched in April 2014
The digital skills benefits
91% say being able to use the
internet makes us
feel more connected
20% of residents now look after
themselves better and know more about their
health
81% of over 55s said
being online makes them
feel part of modern
society
1 in 2 over 55s
are now better in touch with
friends and family
9 out of 10 housing staff said
social interaction
between residents improved
82% of over 55s said they
save money by buying
products and services online
From DU research and evaluation 2011-2012
Digital by default (in all its glory) could be both
‘a carrot and a stick’
It’s a terrific opportunity to show recipients the huge, life-changing benefits digital
technology offers. You just need a plan!
Access and affordability are barriers but outweighed by skills and interest
Source BBC Media Literacy 2012
Lack of skills and interest is the main barrier
Don’t see the need
33%
Not intereste
d25%
Uncomfortable with technology
25%
Don’t know how to use it
20%
Lack of skills and interest is the main barrier
• Compulsion - being forced online
• Security – fear of losing control
• Privacy – prying state/companies
What are people worried about?
Difficulty of DI is increasing
2005 2006 2007 2008 2009 2010 2011 2012 20130
0.1
0.2
0.3
0.4
0.5
0.6
Difficulty of Digital Inclusion is increasing
The challenge of getting the last fifth of the population online is growing
every year
Likelihood of non-users getting internet access
Reasons to go online
Internet newcomers are drawn in by:
Information seeking (42%): safe with more benefits to offline alternative
Communication with family and friends (33%)
Info to help with everyday life (21%)
Research products and services (21%)
How housing providers are responding
Technology Using data more usefully
CollaboratingTraining
residents and staff
Culture change Identifying business case
For those with low digital skills, learning comes from asking or
watching others
81% learn informally
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A digital strategy needs to be organisation wide
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What can housing providers do?
• Signposting to training, resources, affordable kit and connectivity
• Provide wifi hot spots• Embrace mobile browsing– 91% own and use a mobile device– 63% use it as their main means of being online
• Train some Digital Champions
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What is a Digital Champion?
What Digital Champions say about our training
100% now feel they are a Digital Champion compared to only 4 out of 10 (40%) who considered themselves to be prior to their course
8 out of 10 say their course has given them new ideas and techniques
And…..
Over half (55%) have seen an increase on the number of people they helped prior to the course because they:
Can plan and deliver
training better (83%)
Have more confidence as
a Digital Champion
(83%)
Training and Support
Digital Champions Network for Housing
What do people want to learn?
In summary
The challenge of digital inclusion is getting harder but the need is greater than ever
Benefits before bureaucracy – what are the personal motivations for being online?
It’s all about the people – tailored learning, peer support, targeted networks and sustainable infrastructure
Over to you?
Do you think being online is important?
Are people missing out?
What opportunities are there for people to get on line and learn the skills they need?
What else could be done?
Thank you for listening
www.digitalunite.com
[email protected] 07866136310
@digitalunite
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