DIGITAL ACCESS STRATEGY

Transcription

1 DIGITAL ACCESS STRATEGY Approved by Board Approved Date 4 June 2013 Version no. 1 Review Date Page 1 of 12

2 1 Introduction 1.1 Day to day life for many people, both in work and at home, is being changed and improved by the opportunities that new digital communications are opening up. Organisations across the world are starting to fully exploit new technologies to sell and promote their objectives, goods and services using digital media. 1.2 Governments too are pushing national agendas to drive the efficiency of public services, and there is a huge drive to move services online. The UK Government has set the strategic approach to achieving these goals as the Digital by Default agenda. This means that all government services provided digitally will be so straightforward and convenient that all those who can use them will choose to do so whilst those who can t are not excluded There are also potentially considerable benefits for Southway in terms of efficiency and accessibility and to our customer groups including our tenants. 1.4 Whilst a move to digital services has benefits for all, we do recognise that this is a complex issue that affects customers in very different ways depending upon their particular circumstances. If not dealt with properly there are large groups of Southway customers which will be seriously disadvantaged in various ways. 1.5 This is a matter that has been recognised by both local and national Government and has resulted in the development of a national Digital Inclusion agenda, whose focus is to ensure that digital services can reach everyone who would benefit from them. 1.6 Government statistics show that there are around 16 million people in the UK aged 15 or over who still don t have the basic skills that would enable them to get online, yet 90% of all jobs will require computer skills by It is estimated that households can save up to 560 per year 3 just by shopping and paying bills online. Savings can also be made through the use of price comparison sites to obtain more competitive rates on utility bills and insurance, etc. yet there are large groups within the community who are on low incomes and do not have easy access to online services. 1.8 There are also social benefits to be gained from people being online. It is a fact that many elderly people who make the leap to get online find their quality of life improved just by being able to communicate with friends and relatives, along with shopping online. 1 Government Digital Strategy, November From Go-On UK 3 Estimation made by Go-On Manchester Page 2 of 12

3 1.9 For Southway, the enhancement of digital services will also support the delivery of more efficient processes so we can ensure money is spent on things that directly benefit our customers, such as improving housing and neighbourhoods. 2 Our Commitment 2.1 Southway is committed to the national digital agenda and recognises the need to deliver efficient community services; however, we also recognise that this could have a negative impact on many of our tenants and are focused on supporting tenants and communities through this change. 2.2 The UK digital skills charter published by Go-On UK states that: Everyone in the UK should have the basic online skills to enjoy the benefits of the web. Everyone deserves world-class digital services that meet their needs and are useable by all. Communities that don t have the skills to fully enjoy the benefits of the internet should not be left behind. Every organisation in the private, public and voluntary sector has a role to play in building our nation s digital capability. 2.3 Southway s most recent research indicates that around 50% of our tenants do not have access to the internet, 4 which is somewhat lower than the national average of 64% for housing association tenants 5. Considering this against a backdrop of welfare reform, universal credit, online benefit claims and a generalised move to digital by default across the nation, this is a significant issue in the Southway area. 2.4 In dealing with this challenge, Southway recognises that digital inclusion is both a business and a moral issue. In order to tackle this and its impact upon those that would otherwise be digitally excluded, we have laid down this strategy to provide a transparent roadmap for developing and supporting digital services over the next three years. 4 STAR Tenant Satisfaction Survey, autumn Inside Housing May 2013 stated: figures from research form Ipsos Mori show that in November 2012 only 68% of local authority tenants and 64% of housing association tenants had internet access. This is up from 60% and 54% respectively two years earlier, but significantly lower than mortgage holders, and private renters, on 88%. Page 3 of 12

4 3 Local partnerships 3.1 The impact of the digital agenda and what this means within the Greater Manchester area is well recognised by local government and by Southway Housing Trust. We are working together throughout the region to address the plethora of issues this raises, such as computer skills, training services, and access to help and equipment. 3.2 A vast number of services are already up and running, delivering valuable services that address the national online objectives. Southway is currently working very closely with Manchester City Council, Go-On Manchester, Manchester Digital Development Agency, Adult Education Centre, Job Centre Plus and other Greater Manchester Registered Housing Providers, to name but a few. 3.3 This partnership work will continue and will underpin the delivery of this strategy, ensuring the best possible outcome for Southway and for our customers and communities. 4 Network of Digital Champions 4.1 Southway already has in place a number of staff members who have committed to helping individuals who come in to the business, and it is our intention to build up this network to support our customers further in the transition to digital services. Services are already in existence at our Aspen House office, in the form of a tenant IT suite which can be used to access the internet, and we are already delivering IT training within our community learning hubs. 4.2 A logical step is to give training within the business to convert these staff members into Digital Champions and to further support a network of local residents to become Digital Champions in our neighbourhoods. 4.3 We will set a target number of Digital Champions that the business will signup during year one of this strategy. 5 The Strategy 5.1 There are many strands within an effective Digital Access Strategy. Some of these will relate to delivery of customer facing services and others to internal, back office systems and services. 5.2 The focus of this strategy is the direct front-facing customer aspects surrounding the Digital Agenda and Digital Inclusion. Supporting elements Page 4 of 12

5 (such as integration with back-office systems) will be addressed within internal ICT Operating Plans for each service throughout the business. 5.3 The digital strategy incorporates three core themes: 1. We will work collaboratively with other Greater Manchester organisations to address the Digital Inclusion issue. 2. We will provide new communication services to Southway customers. 3. We will assist individuals within our communities in obtaining access to computer equipment, the internet and help or training services. Page 5 of 12

6 6 Year One Objectives The focus for year one will be on delivering those services that close gaps in current communication services and firming up the longer term projects that require a more collaborative approach throughout the Greater Manchester region. 6.2 Objectives for this period will be: 1. Regional collaborative working initiatives Objective: To ensure that Southway s digital strategy is aligned with the strategic aspirations of the City, key partners, and other registered providers within the area. Key elements of this task will include: Close working with GM teams and public services on digital strategy and digital inclusion matters; Development of a common set of digital objectives; GM wide specification of technical services; Effective use of resource across RP s and the City as a whole. 2. Enhancing website and on-line customer services. Objective: To support easy access to information and online services for customers choosing to access information and transact with Southway via its website. Key aspects of this task will include the delivery of a series of relatively small projects focusing on: Overall Usability of the website, including age friendly initiatives; A mobile web version of Southway s repairs booking and rent statement service, optimised for delivery to Smart phones; 6 Integration between online services and back office computer systems, such as the core Housing Management System. 6 Smart phones, have had a high adoption rate in the UK as of March 13, 61% of all mobile phones are now smartphones, / Page 6 of 12

7 3. Developing new communication services Objective: To provide modern day communication systems which meet the needs and aspirations of the diverse range of customer groups within our communities. Key aspects of this task will include: Confirming customer needs and the business benefits to be gained from new services; Reviewing social media and identifying where this has been successfully implemented elsewhere in Housing; adopting this media where there is a clear business case; Developing, publicising and operating pilot schemes; Investigating TV channel services such as Looking Local and considering the business case; Developing the business case for information subscription services Developing a wider communications strategy to deliver this aspect of the Digital Strategy. 4. Access to equipment and internet Objective: The primary objective of this element of the strategy is to address two key aspects of Digital Inclusion without which, the national Digital by Default agenda would not be possible. This objective will focus on access to computer equipment and access to the internet as without both of these people are digitally excluded. Key aspects of this task will include: Adopting a specification to make sure all new build properties are digitally inclusive before they are opened. This will lay the foundation for building next-generation services straight to our customers; Raising awareness throughout our communities of existing services within the region that currently provide affordable computer equipment. (Many of these services are already published by Go-on Manchester but we will strive to increase awareness of all relevant schemes.) See: Creating a directory of digital services, community facilities, assistance and education for use by our customers. Also, all customer-facing Southway staff to be trained to signpost these services, to ensure our customers are aware of where they can go to get on-line. Page 7 of 12

8 Piloting the use of a Kiosk at the Westcroft Road community centre and working with centre staff and customer groups to develop relevant and useful community based access services. Developing a business case and plan for a wider roll out of community access points. Pilot of Community Wi-Fi at Holland Court delivered through the City of Manchester network and close working with Manchester Digital Development Agency (MDDA). 5. Access to Help and Education Objective: The focus here is to provide the help and education necessary for people to: get on-line, use digital services and where appropriate support people into work. Key aspects of this task will include: o o o Developing a Southway team of Digital Champions via go-on Manchester to support customers through the transition to digital services. Putting in place a delivery plan to improve digital inclusion amongst Southway tenants, with a particular focus on those impacted upon by Welfare Reform, job seekers and older tenants. Initially continuing to deliver the Age Friendly IT project which was piloted in 2012/13. This will remain until a delivery plan aimed at a wider group of tenants is in place. Subsequently it will be encompassed within the wider delivery plan. Identifying funding (including submitting bids for external funding) to deliver the plan. Depending on funding identified, it is likely that the initial support delivered to tenants in this year will include: Publicity and marketing to make tenants aware of the support and IT that is available and accessible to them Referral and signposting of tenants by trained Southway staff to existing support and IT provided by Southway and our partners Direct Southway support to enable tenants to both use and access IT Continue to support, grow and develop the IT provision and support available at the Learning Hubs and the Information Hubs Page 8 of 12

9 7 Year Two Objectives Second year objectives will fundamentally consist of building on much of the work completed throughout Some of these items will be largely based upon the success of: business cases, pilot schemes, customer feedback, and collaborative working between the City and Greater Manchester registered providers during the first year ( ). 7.2 Objectives for this period are subject to change but will initially consist of: 1. Regional collaborative working initiatives Objective: To ensure that Southway s digital strategy is aligned with the strategic aspirations of the City and other registered providers within the area. Key tasks include: Continued close working with the City and other registered providers on the digital by default agenda. Key aspects of this further working will specifically look at continued development of educational services and developing solutions to deliver City wide internet access or services to reduce digital exclusion. 2. Extending communication services Objective: Extend the range of communication services and on-line services to meet wider needs of our communities. Key tasks include: Implementation of a Southway TV communication channel utilising the Looking Local system developed by Kirklees Council. This task will be subject to a successful business case and input from customer groups in 2012/13, but if adopted would see information services delivered over cable and digital TV channels providing: useful home & community information, access to online services such as repairs booking & rent statements, plus potential access to other community services such as NHS bookings. Delivery of Internet subscription services to provide customers with selectable choice of electronic communication offering a range of useful and specifically targeted information along with options to opt-in or optout of such services. Delivery of a customer service that allows customers in our community locations to log-on and use a secure and up-to-date computing facility. If new software is released that customers require access to, this can be installed centrally, and access is immediate to all customers. This keeps Page 9 of 12

10 administration to a minimum while ensuring the greatest level of accessibility for our customers. 3. Access to equipment and internet Objective: To extend access to the Internet within the community. Key tasks include: Roll out of further communal internet Kiosks (pending successful business case) Extension of educational facilities housing computer equipment for customers use. Extension of community Wi-Fi services pending on the degree of success of the pilot scheme operated in collaboration with MDDA. 4. Access to Help and Education Objective: To continue the excellent work delivering education and assistance to people affected by the move to a Digital by Default world. This task will continue the existing work throughout year two and three as well as enhancing current services wherever this becomes possible. We will continue to look into: Providing services that meet the changing needs of our tenants and communities. Working with partner organisations to develop and promote new educational and help services Continuing to deliver the tenant digital inclusion plan with a likely continued focus on supporting those impacted upon by Welfare Reform, job seekers and older tenants Continuing to support, grow and develop the IT provision and support available at the Learning Hubs and the Information Hubs Page 10 of 12

11 8 Year Three Objectives As with year two, the third year deliverables will largely be developed out of collaborative initiatives throughout Greater Manchester and continuing development of existing digital services. As such year three deliverables are subject to change but some key items already identified are: 1. Extending communication services Objective: Extend the range of communication services and on-line services to meet wider needs of our communities and to enhance the efficiency of Southway communications with customers. Key tasks currently identified include: Implement presence services for staff at Aspen House. This could be a relatively low cost project that has potential to deliver some real benefits to customer service. The business case and associated research would be completed in year two with a view to implementation during should this be deemed appropriate. One anticipated benefit is that the Contact Centre would be able to put a call straight through to the right person rather than having to make several calls searching to see who is available, thereby reducing customer waiting time and making better use of contact centre resources. Page 11 of 12

12 9 Links with other Southway ICT Programmes 9.1 It is recognised that delivering an effective Digital Strategy also requires effective and resilient back office ICT infrastructure systems and business processes, to support electronic delivery of the digital services such as online systems. 9.2 Whilst there are links between this strategy and other Southway ICT projects, where these are classed as internal enhancements they are included in internal ICT Operating Plans rather than this strategy which focuses on the customer facing digital inclusion issues. 10 Strategy Targets 10.1 Southway will publish a list of appropriate targets in line with this strategy, following further research and consultation. These targets will be published three months after this Strategy is adopted. 11 Glossary of Terms Digital by Default Go:On UK Go:On Manchester Looking Local The Government s initiative to drive all government services to be run over the digital medium first. A charity that aims to get as many people online as possible. The local implementation of the Go:On UK ideal. An information service that is delivered as a Digital TV red-button style service. Page 12 of 12