assisted digital current progress and next steps
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Assisted Digital Current Progress and Next Steps. SCL Regional Roadshow Mansfield 26th November 2013. Not just about digital: this is about people. Coverage. Context Procurement for AD services GDS Stakeholders Progress Next Steps Discussion Other funding streams. - PowerPoint PPT PresentationTRANSCRIPT
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Assisted DigitalCurrent Progress and Next Steps
SCL Regional RoadshowMansfield
26th November 2013
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Not just about digital: this is about people
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Coverage
• Context• Procurement for AD servicesi. GDSI. StakeholdersII.Progress• Next Steps• Discussion• Other funding streams
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Government Digital Services - GDS• Leading procurement of Assisted Digital
Services• Inviting input from suppliers to shape the
output• Overall funding envelope likely to be £50m• Procurement will be divided into lots which
suppliers bid for• Will start procurement with 25 exemplar
services from 8 departments
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• Simpler• Clearer• Faster• £2.7bn
Help people who are offline User first … Innovate Accessible, reliable, high quality …
Digital by defaultDigital by default
? Which people and where? Which customer? How reimbursed? “Learning” …“Pool” …Lead …
× Pay for access× Pay for training× Profit-making
Assisted digitalAssisted digital
?
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Assisted Digital Stakeholder Group
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Vision
To be the trusted local network offering multi-channel support to use digital government
services
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In five years:• Those who need support have high awareness of our
service• Users of our service have excellent support to use
government services• Assisted Digital fully integrated into the service offer for
libraries, UK online centres and CABx• Assisted Digital support is funded in a way which works for
all • Local staff are skilled and supported by effective training• Self-service is the goal for most users, helped by digital
services being simpler, clearer and faster• We make powerful use of the data we gather
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Partnership: strengths• Brand• Size and scale of network• Infrastructure (people and kit) already in place• Trusted by those likely to use the service• Trusted relationship with local partners• Multichannel• Ability to implement consistent offers and
recording system
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Key principles
• Build on existing infrastructure• No wrong door• Develop the best service for the user• Promote self-sufficiency not dependency• Strength in partnership – use the best from
each partner’s expertise
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View from the networks
Survey with 155 UK online centres:- 97% already supporting digital government- 66% work with local organisations (eg CA or JCP) to
offer support within centre- 58% don’t feel they currently have staff or volunteer
resource to support digital government services- Experience with Universal Job Match showing how
much 1:1 support people need to access services independently
- Want more staff training – and funding
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View from the networks (contd)Survey with 8550 people from 120 Library Authorities showed 92.5% felt confident helping people find information online.
Respondents felt very or fairly confident in helping people to do the following on government websites (gov.uk and nhs.uk):•Making a payment 68.4%•Book an appointment 60.2%•Request information 60%•Order goods 56.8%•Provide/report information 51.3%•Amend/delete information 46.7%•Request benefits 42.5%•Request a licence 40.9%•Register something (eg patent) 34.6%
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BASIC INFORMATION AWARENESS RAISING ENGAGEMENT
USER TESTING DIGITAL SKILLS TRIAGE/REFERRAL
UNDERPINNING SKILLS (e.g. form-filling)
CONFIDENTIAL SPACE (could be screened area)
BASIC GUIDANCE
OPEN ACCESS WIDER NETWORK OF LIBRARIES, CABx and UKO CENTRES (ADDED VALUE, NOT FUNDED)OPEN ACCESS WIDER NETWORK OF LIBRARIES, CABx and UKO CENTRES (ADDED VALUE, NOT FUNDED)
TAILORED SUPPORT SUPPORT WITH PAYMENT
DOCUMENT CHECK HANDLING CONFIDENTIAL DATA
ASSISTIVE TECH FREEPHONE HELPLINE
ADVOCACY
INPUT DATA ON USER’S BEHALF
SPECIALIST SUPPORT e.g. those with disabilities
CABx AND OTHER AGENCIES POSSIBLY CO-LOCATED WITH LIBRARIES AND UK ONLINE CENTRES
LIBRARIES AND UK ONLINE CENTRES
ALL ASSISTED
DIGITAL
CENTRES
AD SPECIALIST
SUPPORT
FACE-TO-FACE,
INFORMED TRAINED
STAFF
FACE-TO-FACE OR PHONE, EXPERT STAFF
SOME ASSISTED
DIGITAL CENTRES
CENTRAL SUPPORT: TRAINING, RESOURCES, ADMINISTRATION & PERFORMANCE MANAGEMENTCENTRAL SUPPORT: TRAINING, RESOURCES, ADMINISTRATION & PERFORMANCE MANAGEMENT
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High volume services• Electoral registration (simple service, high
volumes – 47m)• Universal credit (complex service, high volumes –
10m)• Vehicle Management (medium complexity, high
volumes – 18m)• Self assessment (high complexity, high volumes –
10m)• Carers’ allowance (medium complexity, high
volumes – 3.2m)
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Challenges: 1- OUTCOMES: What are the most important ones? (ie what’s likely to
be deemed “good quality”?)- PEOPLE: How strong is the commitment to do the right thing by them
- not just to “tick AD boxes”? Relates to how AD is procured would be better for the user to have more joined-up procurement
- SCALE & COHESION: How aim to achieve economies scale (govt and providers), cf fragmentation?
- COMMERCIALS: What financial package/options will be on offer - to cover/exclude/encourage what? Grants or based on outputs or combination of both?
- PROFIT vs COVERING COSTS: What’s GDS’ approach to this, hence what does this mean for the bid process?
- VALUE ADDED: Is Government interested in the wider social outcomes our networks can provide?
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Challenges (contd)- DWP: DO DWP have the option / are they likely to go it alone, outside
the GDS framework?- SIMPLE, CLEAR, FAST: How “S, C, F” can we assume exemplar services
will actually be - and by when? (This affects assumptions on AD service-provision)
- AD / LEARNING / DI: What’s the latest view on this important balance - to reduce dependency, reduce cost and add wider value, without distracting from core AD purpose?
- GEOGRAPHY: What is the scope for different exemplar services?- TIMESCALE: Latest in timescale for procurement process? - USERS / CLIENTS: Is the target audience clearly established as being
the “Nevers” and the “Littles”?
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Other Funding Streams
• DWP funds for AD support of universal credit
• NHS Widening Digital Participation• Big Lottery / Go On Funding
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Challenges and Next Steps
– Your feedback is important– Now and as we progress
Summary…
• Practical next steps• Unknowns / Assumptions