Digital Inclusion and the 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

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 (c) Digital Unite Ltd 7

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

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 interested 25% 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 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 Collaborating Training residents and staff Culture change Identifying business case

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

A digital strategy needs to be organisation wide (c) Digital Unite Ltd 16

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 (c) Digital Unite Ltd 17

What is a Digital Champion? (c) Digital Unite Ltd 18

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 digitalunite