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Get Ready, Get Online

Helen Milner

Chief Executive, Online Centres Foundation

14 February 2013

Social Housing: You care about

• Social Justice: equality, improving lives• Financial Security: keeping your businesses

afloat

= therefore you need to think about digital inclusion

You will be a digital business in 3 - 5 years

The question is how and how fast

For most citizens the internet is part of everyday life:

UK consumers buy the most online per capita globally

Boston Consulting Group “The internet economy in the G20”, 2012

82% of internet users say they have saved money in the last six months by using the internet

with 46% saying they’ve made significant savings

Source: Ofcom UK Adults’ Media Literacy Report, 2011

UK online centres users lives – before and after

0%

20%

40%

60%

80%

100%

I do not feel concerned about my levels of qualifications ,training or skills

n=75

I do not feel concerned about my work position

n=51

I do not feel concerned aboutmy health

n=75

I felt part of my local community

I communicated as much as I would have liked

with my family

I communicated as muchas I would like to with friends

"Yes" Before "Yes" After

“Does the internet improve lives?” Freshminds April, 2009

Communicate more

Feel more connected to local community

Feel less concernedabout skills, workand health

Comparison before and after using the internet

But, 16m adults are not frequent and competent internet uesrs

Everyday use is exploding for many, creating a bigger divide

Percentage UK population use of the internet

Source: ONS up to Q3 2011

Digital can be for everyone

• 82% of adults have ever been online (ONS)

• 79% are regular internet users (BBC), meaning that 1 in 5 do not use the internet• 71% C2DE• 51% over 65• 50% no qualifications

2012

Many non or infrequent internet users live in social housing

UK online centres: 5,000 Community Partners

Not owned, managed or funded by usCentre search and free phone number search

(one database for UK)

No such thing as a typical centre.All centres do something else (and support digital skills).Most centre partners run outreach sessions in care homes, pubs, clubs, village halls.

Supporting Volunteers and Digital Champions

● Supported and trained over 3000 volunteers pa

● Online “Become a Digital Champion” course

● “Supporting your community to get online” workshops

“We held a Supporting your community workshop at our City Library,We had lots of opportunity to network and gain fresh approaches tovolunteer working – would highly recommend and very much worthorganising for our staff and volunteers " Sarah Graham - Project Officer Newcastle Libraries

Click to watch video

Clive: One in a Million

• Clive was made redundant at 56. He has now found work

• One unemployed person costs the government £8,000 a year

• 8% of 1m = 80,000

• 80,000 people @ £8,000 each = £640m a year

£640m a year

Government Digital Strategy6 November 2012

Digital by Default

• “Central Government where possible must become a Digital Organisation. These days the best service organisations deliver online everything that can be delivered online. This cuts their costs dramatically and allows access to information and services at times and in ways convenient to the users rather than the providers.” Francis Maude

£1.7bn - £1.8bn a year

Estimate savings moving services offline to digital channels

Government Digital Strategy, 6 November 2012

Applied to your business: 1000 people x 2 contacts saved a month = £133,800 a

yearCosts per contact (SOCITM research 2012)

Saving if shifted online

Face to face £8.62 £8.47

Phone £2.83 £2.68

Online £0.15

Universal Credit

• 12m people affected• Goal for 80% to interact online• Estimate that c. 6m people don’t have the skill

level currently to be interact unaided• Role for Government, Housing Providers, and

orgs like Online Centres Foundation to do something to help those 6m people

Digital + Welfare Reform + You• Be a digital business for all your customers

• More than 50% of your tenants are (probably) online

• A digital strategy drives digital inclusion• Driving efficiency and equality• Welfare Reform:

• Ensure your customers are able and willing to claim benefits

• Enable your customers to pay you

Some inspiration from your peers

Wakefield District Housing• 80 volunteers (employees & tenants) have helped 640+

tenants to get online so far this year• All Board, Executive Management and SMT meetings

are now digital through the use of iPads• Top 3 tiers of management use their iPads to support

mobile/flexible working, moving towards paperless• Field staff to use tailored mobile apps (by March 2014)• New ‘responsive’ website for any internet-ready device,

including mobile phones and games consoles• Wireless WAN (2013), all offices & independent living

schemes

Click to watch video

Family Mosiac• A digital strategy agreed: focuses on Care and Support• 200 connections supporting wi-fi hubs in care & support

centres – touching 5,000 service users• Great deal from BT• Currently asking “how to assess and feedback benefits?”• Next step: More broadband to support issues around

DWP and Universal Credit• Real good news stories: a young service user in has

created www.livingaloneonline.co.uk• “...there is a huge opportunity to improve lives...”• “...starting small is better than doing nothing..”

Peabody Trust

• Have a cross organisation Digital Strategy led by CEO• UK Online Community Capacity Builders in 2010• All its sheltered schemes have pcs & internet access• 45 trained volunteers (Digital Champions) support

learners on a 1-2-1 basis, learning at their own pace and focus on areas of their interest

• Formal ICT training programme, branding this Net Worx in 15 locations (20 by March 2013)

• Peabody has made a commitment to get 80% of their residents online by March 2013

Peabody’s revenues team will deliver roadshows with its Digivan.Roadshows will target residents affected, providing information and support. Digital Champions are being trained to offer support with opening bank accounts online and searching for jobs.

Birmingham City Council• Launched new mobile apps, integrated into back end

systems so that citizens can access services on the move and provides greater incentives to go online

• Universal credit pilot: all new housing tenancy agreements within pilot area will be online using digital logbooks as primary point of contact and will provide the primary route to access benefits

• Plan focuses next on telecare and telehealth, and delivering personalized and targeted services

Mobile/tablets part of the mix

• Breezie – trialed in Barchester Homes, linking older people in care homes with their family via a new tablet interface

5.2 million households in the UK without internet access: Why?

• MOTIVATION: 54% said they did not have a connection because they felt they didn’t need one

• SKILLS: 22% cited a lack of internet skills• ACCESS: 15% reported equipment costs were

too high; 14% said that the cost of connection was too high; < 1% reported a lack of broadband availability in their area as a reason

Source: ONS “Internet Access Households & Individuals” 2012

Need action in each of these areas

What can be done for free?- signposting, free online resources, volunteers

What can be done with partners?- Local UK online centres, JCP, local employers

What needs investment to make happen?- Staff to organise volunteers, computers in foyers and common areas, set up a ‘UK online centre’

Seven Point Plan1. You will be a digital business in 3 - 5 years - the question

is how and how fast

2. This is a digital strategy that drives digital inclusion: achieving efficiency and quality for everyone

3. Think about your existing headline KPIs and how digital is going to help you to achieve those

4. Understand your digitally excluded residents and target them

5. This is a change programme not a technology project

6. You need action in all three of the main barriers to take-up: Motivation; Skills & Confidence; and Access

7. Start quickly - make small changes as soon as you can, and don’t delay. Small actions help big change happen.

It’s not about technology, it’s all about people

Please keep the conversation going and join the digital housing hub

digitalhousinghub.ning.com

Thank You

helen@ukonlinecentres.com@helenmilner on twitterwww.ukonlinecentres.comwww.learnmyway.comhttp://digitalhousinghub.ning.com/