1. Wise Owl session Digital Inclusion Sara McGinley 17 Sept 2013

2. Benefits of internet usage Improved educational attainment Better job prospects and flexibility Better access to public services Cheaper goods and products More choice and convenience Access to advice, information and knowledge Improved social communication and engagement Enhanced democratic and civil participation

3. What is digital inclusion? One part of our new overall Digital Strategy Value for money through digital service provision/online communication Improve customer choice and service excellence Improve internal and external communications Use social media and other new media more effectively to communicate with a wide range of customers

4. What is digital inclusion? Mechanism to tackle issues –welfare reform, jobs & training, poverty inequalities, educational opportunities, health & wellbeing A business benefit towards self serve –additional online payment facilities, self service requests and repair tracking Links with community investment - financial inclusion, resident involvement and employment

5. Who’s offline?

6. Specifics to social housing 4.1m of the 8.7m UK adults who have never been online are in social housing¹ c40% of our customers don’t have home internet access –though c40% have access elsewhere² This leaves 24% who have no internet access at home or elsewhere Just under half of our customers use their mobile to access the internet ¹Go ON UK/Booz Report 2013 ²Explain data

7. Digital link to financial and social isolation

8. Barriers to being online FreshMinds 2007 and 2009

9. Digital by Default Digital Transformation www.gov.uk Cabinet Office Department for Business Innovation & Skills Department for Environment Food & Rural Affairs Department for Transport Department for Work & Pensions HM Revenue & Customs Home OfficeMinistry of Justice Electoral registration Apprenticeship applications Waste carrier registration View driving record Claim Carer's Allowance PAYE for employees Registered traveller Civil claims Redundancy payments Rural support Personalised registrations Claim Personal Independence Payment Digital self- assessment Criminal record check Employment tribunal fee payment Patent renewals Vehicle management Universal Credit Business tax dashboard Visit visa applications Prison visit booking Property register Agent online self- serve Lasting power of attorney Student finance

10. More ‘self serve’ options –See My Data –Mobile App Continue to provide digital services in formats which match those used by customers Social media activity What is Raven doing?

11. Support customers to access services online Increase residents’ skills, confidence and capability to use online services Increase resident’s access to kit and connections Founding partner of Digital Champions Network for Housing (DCN4H) Get online week (14-20 Oct) – drop-in sessions at Douglas House and general promotion What will Raven do?

12. Any questions?

13. Challenges Supply side - fixed phone line costs, role of smartphones/TV’s, keeping pace with technology, scaling, leveraging opportunities via procurement Local WiFi solutions / Surrey’s superfast broadband Demand side – finding the ‘hook’ – music, photography, Skype, social networking, audiobooks, family history Supporting existing lifestyle choices whilst leveraging our own resources e.g. mobile working, driving channel shift

14. Barriers to being online FreshMinds 2007 and 2009

15. What more could we do? Low cost broadband and WiFi and network of help-points Start a UK Online Centre for access and support Free tablets / Low-cost and recycled computers Run a digital conference for residents Community hub/lease for residents to deliver training Smart TVs Looking Local – a digital TV channel, website and app How To Guides – Learn my way, BBC Webwise Digital Deal: 12 projects to help social tenants get online

16. Digital Deal Challenge Fund Cross-government challenge fund to get social housing tenants online (Sept 2013 - May2014) Golden Gates - residents' TVs into internet access devices using Digital Den Android mini-PCs Cottsway - Looking Local - digital TV channel, website + app LB Camden - low-cost/recycled computers + community volunteers Leeds Federated Housing - free mobile internet café + free Wi-Fi clouds to neighbourhoods Bron Afon, Torfaen - Wi-Fi + fibre broadband help-points Yarlington, Somerset - digital champions + project to improve local internet accessibility Queens Cross Housing, Glasgow – outreach through 4 community hubs A2 Dominion - ‘train the trainer' programme network of trained staff/residents, 7 new Digital DIY community access + computer recycling programme Fabrick, Middlesborough – 12 free internet kiosks to urban/rural residents Progress, Preston - mobile training support to communities + network of tenant zones Magenta Living - affordable recycled IT equipment + trainers via a local social enterprise South Essex Homes – better internet access + support with claiming benefits online