Digital Inclusion and Customer Journeys Material inspired from the Really Useful Days run by Local Direct Linkedin: Kathryn

Why does it matter? Sarah Prag made some excellent points about why digital inclusion matters for everyone: It is likely to help: Save or make money Find jobs Become less isolated Increase health and wellbeing

Tackling digital exclusion By: Making online services so good that people choose to use them Assisting people who can’t use online services themselves Helping people go online and develop their skills What do you do in your authority?

Digital Inclusion scale - UK 1.Never have, never will 2.Was online but no longer 3.Willing and unable 4.Reluctantly online 5.Learning the ropes 6.Task specific 7.Basic digital skills 8.Confident 9.Expert 14% 7% 79%

What’s stopping them? (In levels 1-3) AccessSkills MotivationTrust If we understand why people aren’t online, then we can find ways to help them

Making online services easy – example customer journey Bex has received a parking fine. Bex is: 19 years old Lives at home Struggled at school at left at 16 with virtually no qualifications (has low literacy) Training to be a hairdresser Has a smart phone which she uses to text and use facebook and Youtube

Now using Bex as your persona… What would you do if you received a parking fine? Try the customer journey to pay for the fine using these council websites: – Malvern hills – Barrow in Furniss – Camden What would Bex find difficult? How could her experience be improved?

Assisting people and helping people get online and develop their skills Does your authority offer support to people using online services? Is this our role and where do we draw the line? What opportunities are there for local authorities to help with this? Who else can help? do/uk-online-centres do/uk-online-centres