Digital Inclusion & Channel Shift Jim 20 th April 2015

Converting a contact: From face to face to online saves £8.47 From telephone to online saves £2.68 £1.7bn - £1.8bn a year Estimated savings moving offline services to digital channels Government Digital Strategy, 6 November 2012

“A Leading Digital Nation by 2020: Calculating the cost of delivery online skills for all” With Economist Catherine McDonald

What does a digital nation look like?.. with basic online skills.... regularly using internet themselves.. 100% of all adults.. We won’t rule anyone out Iceland, Norway, others at 99% & 98% More than ‘ever used’ Use Go On’s definition of basic online skills Not enough to have learnt but not use online skills No proxy use – proxies are not dependable in the long-term.. by timescale would give UK PLC competitive advantage 2020 is significantly earlier than current trends 8

9,500,000 6,200,000 £63,000,000,000 £42 £319 £875,000,000 £292,000,000

NeverAB C1 C2 DE Limiting disability Disabled DDA Not disabled Limiting disability Disabled DDA Not disabled Limiting disability Disabled DDA Not disabled Limiting disability Disabled DDA Not disabled Emp' d Une mp'd Emp' d Une mp'd Emp' d Une mp'd Emp' d Une mp'd Emp' d Une mp'd Emp' d Une mp'd Emp' d Une mp'd Emp' d Une mp'd Emp' d Une mp'd Emp' d Une mp'd Emp' d Une mp'd Emp' d Une mp'd Factor Cost per person £156 £223 £112 £159 £78 £112 £156 £223 £112 £159 £78 £112 £195 £279 £140 £199 £98 £140 £223 £319 £159 £228 £112 £159 Ever - lapsedAB C1 C2 DE Limiting disability Disabled DDA Not disabled Limiting disability Disabled DDA Not disabled Limiting disability Disabled DDA Not disabled Limiting disability Disabled DDA Not disabled Factor Cost per person £104 £149 £74 £106 £52 £74 £104 £149 £74 £106 £52 £74 £130 £186 £93 £133 £65 £93 £149 £213 £106 £152 £74 £106 Ever - regular no skillsAB C1 C2 DE Limiting disability Disabled DDA Not disabled Limiting disability Disabled DDA Not disabled Limiting disability Disabled DDA Not disabled Limiting disability Disabled DDA Not disabled Factor Cost per person £94 £134 £67 £96 £47 £67 £94 £134 £67 £96 £47 £67 £117 £167 £84 £120 £59 £84 £134 £191 £96 £137 £67 £96 Weighted cost per person 10 Weighted depending on: Use (Never/No Skills); Social Group (AB, C1, C2, DE); Disability; Working/Not Working £47 lowest cost, £319 highest cost highest cost lowest cost

With current efforts there will still be 6.2m people in 2020 without basic online skills The total investment for 100% of UK adults with Basic Online Skills to regularly use the internet for themselves by 2020 is £875 million Investment could be split equally between Government; the private sector, and the voluntary and community sector: approx £50m a year for 5 years for each sector

6.2 million people left behind in 2020 and we know who they will be

Moving people to online public services No-one’s ‘spark’ to get digital skills is to interact with Government online (except to get a job) After gaining digital skills via UK online centres : – 81% visited central/local Government websites – 56% moved at least one face-to-face or telephone contact to an online contact with Government – average contacts moved online 5.8 in past month Start with the fun stuff, but embed progression to your services into their journey

Thank you