Creating a Digital Strategy to Enable Access to Digital Services. Kathy Valdes Digital Unite June 2014

Transcription

1 Creating a Digital Strategy to Enable Access to Digital Services Kathy Valdes Digital Unite June 2014

2 Our credentials One of the UK s main providers of digital skills learning established in 1996 Has helped over ½ million older people engage with digital technologies through award-winning campaigns and community learning initiatives Currently training and supporting a digital champions network with 500 champions from 18 organisations Over 11 years, worked with hundreds of housing providers in various ways Delivered Get Digital for DWP/ DCLG - largest simultaneous delivery of community digital skills learning in sheltered housing (2010/11)

3 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

4 The current state of play 11 million lack BASIC digital skills. Of those 6.4 million have NEVER used the internet 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

5 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

6 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

7 Universal Credit 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

8 In Scotland Around 1 in 8 adults (594,000) in Scotland* have never used the internet and many more lack basic online skills 21% of adults don t have basic digital skills across the UK but when you look north of the border it rises to 30% ** Digital Participation: A National Framework for Local Action Scottish Government - launched in April *Spreading the Benefits of Digital Participation Royal Society of Edinburgh launched in April 2014 ** BBC Media literacy survey (c) Digital Unite Ltd 8

9 The digital skills benefits 91% say being able to use the internet makes us feel more connected 9 out of 10 housing staff said social interaction between residents improved 81% of over 55s said being online makes them feel part of modern society 82% of over 55s said they save money by buying products and services online 20% of residents now look after themselves better and know more about their health 1 in 2 over 55s are now better in touch with friends and family From DU research and evaluation

10 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!

11 Lack of skills and interest is the Lack of skills and interest main barrier is the main barrier Uncomfortable with technology 25% Not interested 25% Don t see the need 33% Don t know how to use it 20% Access and affordability are barriers but outweighed by skills and interest Source BBC Media Literacy 2012

12 What deters those with low digital literacy Compulsion - being forced online Security fear of losing control Privacy prying state/companies

13 Difficulty of Digital Inclusion Difficulty of DI is increasing is increasing Likelihood of non-users getting internet access The challenge of getting the last fifth of the population online is growing every year

14 Reasons to go online Internet newcomers are drawn in by: Communication with family and friends (33%) Research products and services (21%) Info to help with everyday life (21%) Information seeking (42%): safe with more benefits to offline alternative

15 How housing providers are responding Technology Using data more usefully Collaborating Training residents and staff Culture change Identifying business case

16 For those with low digital skills, learning comes from asking or watching others Website guides Colleagues 81% learn informally Friends Family

17 A digital strategy needs to be organisation wide (c) Digital Unite Ltd 17

18 Frontline staff I was encouraged to think about taking on the role when my manager discussed it in my staff appraisal, I really liked the idea and knew the residents. (c) Digital Unite Ltd 18

19 Messages need to be right Emotive language discovering a whole new world Ways to increase online confidence X Coercion for the less skilled get more from life X Impatient tone - they ve been left behind the world is waiting for you (c) Digital Unite Ltd 19

20 What else can you 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 and support some Digital Champions (c) Digital Unite Ltd 20

21 What is a Digital Champion? (c) Digital Unite Ltd 21

22 Our Digital Champion Alumni say 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

23 Our Digital Champion Alumni say 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%)

24 Learner activities

25 Training and Support

26 Digital Champions Network for Housing

27 Considerations in any strategy It is a culture shift Benefits, importance and relevance need to be sold across the organisation Silver bullet is people Some staff may feel threatened Start small if you need to but start now Tap into local resources already available Understand that you own organisation service delivery will be digitally transforming and soon

28 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

29 Thank you for listening digitalunite