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Conference Report

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Table of Contents

Acknowledgements ........................................................................................... 3

Digital Inclusion: context .................................................................................... 3

Conference Aims ................................................................................................ 3

Conference Structure ......................................................................................... 4

Presentations and workshops ............................................................................ 4

Digital inclusion pledges .................................................................................. 11

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Acknowledgements This report is based on presentations and sessions presented at the ‘Falling off the Radar: the impact of living off line’ one day conference that took place in Tiverton, 23rd June 2014. We thank all participants and speakers for their support, attendance and contributions. We thank UWE’s Faculty of Business and Law for funding the event through a HEIFE grant. We thank the South West TUC and unionlearn for organisation and contacts and making the conference possible. The conference was organised by a steering team that included unionlearn, UWE (Centre for Employment Studies Research), Transform4 Work, Unite Community, POA Dartmoor, Cosmic and Citizens Advice Bureau and we thank all these agencies for their input, suggestions, contacts and support.

Digital Inclusion: context More than seven million people in the UK have never used the internet, representing 15% of the adult population. Moreover, 7% of adults earning less than £200 a week have never used the Internet (ONS, 2012). The situation in the South West region is even more acute, as 19% of its total adult population and 14% of its adult population in employment has never used the internet. Workers who possess some degree of ICT skills earn between 3% and 10% more than those without such skills. The government’s push to make the benefits system available primarily online makes digital inclusion crucial. The introduction of Universal Credit raises concerns that those population groups who need benefits the most will be those most likely to miss out because of digital exclusion. It is widely recognised that the route to digital inclusion must be through the development of human and social capital resources and that increasing access to IT hardware is insufficient.

Conference Aims The one-day conference ‘Falling off the Radar: the impact of living off line’ aimed to bring agencies and stakeholders together at a one-day conference to discuss and promote synergies between agencies involved in the promotion of digital and social inclusion in Devon, with a focus on deprived urban areas and rural communities. The outcomes of the day will also form the basis of a collective funding bid focusing on digital inclusion in Devon.

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Conference Structure The conference was held at Tiverton Best Western Hotel, Tiverton, on the 23rd June 2014. Speakers invited included: Professor Jane Seale, Nora Corkery and Julie Hawker. The conference was chaired by professor Sian Moore, co-director of the Centre for Employment Studies Research, University of the West of England (morning sessions) and Nigel Costly, TUC South West Regional Secretary (afternoon sessions). There was one participatory workshop at the end of the morning sessions and another one at the end of the afternoon sessions. Both workshops were facilitated by Robert Garrett, Senior Union Support Officer, SW TUC Unionlearn and Lizzie Whitchurch, IT Trainer and Digital Mentor at Cosmic. The first workshop posed the question ‘What are the barriers to digital inclusion?’ and in the second workshop conference participants were asked to reflect on possible solutions and how to implement them. Finally, participants were asked to write down a pledge to support digital inclusion. Thirty eight participants attended the conference, representing a variety of organisations and stakeholders from Devon and Somerset. This enabled a lively and rich discussion, building on a range of experiences and perspectives.

Presentations and workshops Professor Sian Moore, co-director of the Centre for Employment Studies Research at the University of the West of England opened the conference by welcoming participants and presenting the aims of the day - to bring together agencies and stakeholders, extend and strengthen partnerships and encourage synergies and innovative solutions. Professor Jane Seale, University of Exeter, held the first session of the day and her presentation was entitled ‘Putting digital inclusion on everyone’s radar screen’. Professor Seales’ presentation included an expansive view of digital inclusion, emphasising that digital inclusion is more than access to digital technologies and it also includes participation and empowerment. Professor Seale raised the question of whether technologies empower users and made it clear that the day should not be about stating how wonderful technology is and how we should just ‘get it out there’. The presentation then turned on to what research can contribute. For example, research is good at telling us who is excluded and the reasons for use or non-use of digital technologies. Research has also enabled us to understand the impact of being digitally excluded. However, research has so far lacked in ‘thick descriptions’, that is,

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rich and detailed accounts of meaningful use of digital technologies and how practitioners either support inclusion or perpetuate exclusion. Professor Seale concluded with her theory that safe-guarding is on ‘over-drive’ and can prevent practitioners from empowering users and her solution to it is ‘positive risk-taking’, a concept linked to resilience. It entails thinking positively about people’s abilities and seeing risk as a human feature which is part of everyday life that can be managed by shared decision-making. Nora Corkery, of the Devon Welfare Rights Unit Citizens Advice, presented on the management of migration to Universal Credit. She started by stating that CAB is supportive of a digital agenda and of the government’s aim is to reduce costs in principle. However, it was noted that savings will not be achieved if those who need the most are not reached. Many CAB’s clients do not have digital access or are not ready to claim universal Credit or other services digitally. Savings will only be achieved if services are properly designed, easy to access and have the proper support services in place. CAB has not signed up to the UK Digital Inclusion charter because it is too broad and not specific enough and many items fall outside CAB’s remit. However, CAB has commissioned a piece of research entitled The Managing Migration pilot. This was a project that ran in 2013 in three urban & rural Citizen Advice Bureaux (Birmingham, Ynys Mon and North Dorset) that aimed to understand the level of support clients will need in managing Universal Credit. The research revealed that 92% of those clients identified as ‘Universal Credit relevant’ need support to be able to make the migration on to Universal Credit in one or more of the following areas: budgeting, banking, staying informed and getting online. Following CAB support, 62 % have improved skills and abilities. CAB’s work emphasised that there are serious gaps in understanding the diverse needs of citizens and how to make e- government inclusive. Wendy Butler gave the conference an overview of the work of the Ilfracombe based charity Transform4Work, which was set up seven years ago as a response to the closure of Ilfracombe’s Job Centre Plus and the general concern that this closure would lead to many people ‘falling off the radar’. Wendy expressed concern for the fragmentation of services and how crucial it is for those offering support to those most vulnerable to map the service available and guide people through what is available. 75 to 80% of people who access services on offer at Transform 4Work do not own a smart phone or are on line. Wendy stressed the importance of understanding that people will access services where they feel comfortable. Transform4Work also addresses

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the democratic deficit by helping people to register to vote – this is done online, doubling up as a digital inclusion activity. Very importantly, Wendy stressed how the digital agenda, while having the potential of being progressive, can also lead to the erosion of civic society and participation and may involve putting social cohesion at risk. Those who are ‘off the radar’, particularly in places such as seaside towns where there is a big informal, cash-in-hand, economy, can be ripe for exploitation. Poverty is a key barrier to digital inclusion Brett Sparkes of Unite the union talked about the role unions can play, and have been playing, in the promotion of digital inclusion. Brett highlighted, in particular, the work the TUC, Unionlearn and individual unions, such as Unite, are doing in this area. An example included Unite’s virtual learning platform (Learn with Unite) through which maths, English, ESOL and IT training is offered free of charge, as well as the work of Unite Community The morning ended with the first workshop of the day in which participants were asked to brainstorm, in small groups, the possible barriers to digital inclusion. Collectively, participants produced the following list of barriers: • Literacy & numeracy skills, dyslexia • Language barriers • Managing expectations & responsibility • Cost of up to date software, cost of provision, cost of equipment (iPads,

smartphones, laptops, desktops) • Points of access, personal support, appropriate equipment • Data security, fear of identity theft, • Broadband speed & mobile coverage (rural areas) • Lack of transport (rural areas) • Confidence & motivation, fear of failure, age (young & old) • Speed of change • Lack of experience at work • Lack of response to individual needs • Public funded provision – Adult Education, FE establishments etc. (not

flexible enough) • Feeling of this agenda being “forced” – people not wanting to be online. • Myths & stereotypes.

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• Too many organisations, not joined up, standard of delivery and training available

Nigel Costley, SW TUC regional secretary opened up the afternoon highlighting that the day represented an unusual gathering of people with a lot of potential in the room for finding solutions and knocking down barriers to digital inclusion. The first presentation of the afternoon was from POA Learning. Ivan Judd replaced Andy Harding and gave the participants an overview of the work the POA has been developing. POA Learning was set up by the Prison Officers Association to provide learning and up skilling opportunities for both career and personal development to HMPS staff, their family and friends, as well as the wider local community. POA Learning has now 10 learning centres across the country, providing a diversity of courses that include English and Maths Level 2, Basic IT to advanced IT, Languages and accredited distance learning courses in an array of subjects from Equality & Diversity to Mental Health Awareness. Ivan focuses on the work being done in the Dartmoor centre, which was set up in 2010. The centre, which is equipped with computers, broadband, printers and scanners, is sited outside of the main prison walls, as

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are all of our regional centres. This is crucial as it means it is open to the wider community, in this case, the rural community in and around Dartmoor National Park. Thus, the centre is ideally sited to encourage digital inclusion for the unemployed, agricultural community, low paid and the elderly. Ivan reported that 1400 learners have commenced learning and up skilling opportunities via this centre. The final presentation of the day was delivered by Julie Hawker, CEO of Cosmic. Cosmic is a social enterprise that has been heavily involved Digital Inclusion initiatives across Devon, Somerset and further afield for almost 18 years now. Cosmic sees four major elements that are needed for effective digital inclusion: access, tools, skills and motivation. Julie stressed the importance of addressing all for initiatives to be successful. Cosmic has also learned through years of experience and projects that that it is vital to change the way of delivering support to suit the specific groups of people. Under the Devon DI project the Cosmic team have been working with groups and communities to identify and support those most in need. They have been running meetings and events with Age UK as part of their work to support dementia sufferers, and also working at community events, particularly those targeting low-income households, the unemployed and those with disabilities. In the second workshop of the day, facilitated by Robert Garrett and Lizzie Whitchurch, participants were asked to develop possible solutions to some of the key barriers identifies in the morning session. Below are some of the outcomes of the workshop: • More joined up approach – locally, district, and county wide. • Develop local partnerships – libraries, community groups, volunteer

services, local businesses, town councils, housing associations, charities, community transport, public service organisations, supermarkets, CAB

• Develop network of local volunteers -Digital Champions & Learning Reps in communities, workplaces.

• Local & regional media campaign. Support from local BBC & commercial radio / TV.

• Big promotion of financial case to LEP’s, local authorities, households, individuals.

• Provision should fit the needs of individuals, finding a “hook” and making it relevant, not “one size fits all” i.e. services & support, employment & career, finance & saving, health & well-being.

• Making access and “gadgets” affordable

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• Lobby Government, MPs, LEPs, town, district, county councils, on the social impact of the Digital Agenda. We must promote the benefits (financial, etc.), but more importantly we must highlight the risks to those most vulnerable in our society who will “Fall Off Radar” – an unintended consequence.

• Focus on the age, cultural, transport and infrastructure needs of individuals and communities.

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Digital inclusion pledges To end the day, conference participants were encouraged to pledge their commitment to digital inclusion initiatives. Below are some examples of pledges.

• To promote POA & Cosmic as example to support Digital Inclusion across the county.

• To cooperate with staff & volunteers to access training, to assist clients to get online.

• To access more funding to continue and develop the work they already do supporting Digital Inclusion across the county.

• To liaise with N Devon District Council to push for more hubs in village halls and community centres.

• To develop existing partnerships, seek new organisations, and develop plans to integrate this across Devon Library Service.

• To further develop the Digital Inclusion Strategy for Somerset. • To promote, and deliver relevant IT skills to union members, workplace

colleagues & communities. • To build new partnerships at local / regional levels. • To develop IT skills project to support adults with additional needs. • To co-develop a feasibility study to develop rural outreach programme • To add Digital Inclusion to the Skills Action Plan • To build partnership with Cosmic • To share POA Dartmoor Hill farmers example with Exmoor National Park. • To ask questions, research in rural West Devon. • To manage Digital Inclusion Project delivered by Cosmic. • To look at the possibilities of holding a digital inclusion summer school

with childcare included. • To get communal hubs up and running with access to computers and the

internet • To offer support and training sessions, research what motivates tenants

to become Digital Champions. • To link with Bideford Children’s Centre, and look to deliver Universal

Credit, job seeking training.