digital inclusion and the why and how of digital champions kathy valdes digital unite november 2014

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

(c) Digital Unite Ltd 17

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

Kathy.valdes@digitalunite.com 07866136310

@digitalunite

digitalunite