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Presentation on digital inclusion and assisted digital - what you can do, who the excluded are, what the ambition is and making digital services so good people choose to use them. Presented by Louise Russell, Head of Local Links and programme, at Really Useful Day: Digital Service for all in Doncaster on 2 December 2014.
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What can you do?
1. Make digital services so good people
choose to use them
2. Help people to get online and develop
their skills
3. Assist people who can’t use digital
services by themselves
Louise Russell
Local Direct
Services so good that
people choose to use
them
Why online?
Online self service is the most cost effective
way for councils to deliver most services and
information
Why online?
Online is
- 20x cheaper than phone
- 30x cheaper than post
- 50x cheaper than face-to-face
https://www.gov.uk/government/publications/digital-efficiency-report
Why online?
Citizens and businesses who are capable of
using and benefiting from the internet are
also likely to be more prosperous and….
- save or make money
- find jobs
- become less isolated
- increase their health and wellbeing
https://www.gov.uk/government/publications/government-digital-inclusion-strategy/government-digital-inclusion-strategy
What is “digital exclusion”?
• 21% of the population of Britain are digitally excluded
• Around 30% of small to medium businesses (SMEs) don’t have a website
• 72% of voluntary, community and social enterprises (VCSEs) lack the skills to transact online
Digital inclusion scale
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
@SarahPrag
What’s the ambition?
To help as many people as possible to move
from being excluded (1-6) to basic digital
skills or above
Who are the “excluded”?
- Living in social housing
- On low wages or unemployed
- Registered with disabilities
- Offenders & ex-offenders
Intros
1. Say hello to the people on your table!
- Your name, where you are from
2. Share one thing your council are already
doing to help tackle digital exclusion
Make digital services so good
people choose to use them
Make digital services so good people
choose to use them
- user centred
- clearly written
- accessible
Simpler, clearer, faster
A relentless
focus on
user needs
Pic by @PaulAnnett
data
The purpose of any page or tool on
your site should be to meet a specific
user need as efficiently as possible
Who is it for?
Why are they here?
What do they need to know or do?
“As a _______ I want to ________so that I can ________”
Present things in the order that will
make sense to the user
Only include what they need to know
to successfully make a decision or
complete an action
Use plain English
Use the active voice
“You must…”
not “it is mandatory to…”
“But it has to be complicated for legal/policy reasons”
Not very often
Accessibility
Percentages of visits to GOV.UK from computer, mobile and tablet
Start with user needs
based on evidence & data
design clear specific content
focused on steps people need to take
make sure everyone can access it
Any questions?
Helping people to get online
and develop their skills
GDS DI checklist1. Start with user need – not our own2. Improve access- stop making things difficult3. Motivate people- find something they care
about4. Keep it safe – build trust5. Work with others –don’t do it alone6. Focus on wider outcomes – measure
performance
Overcoming barriers
Access Skills
Motivation Trust
Access
Motivation
Motivation
Skills
Trust
Assisting people who can’t
use digital services by
themselves
Assisted digital
If you are providing a public service digitally,
then you are responsible for making sure
everyone can use it
This includes the people who can’t use it
unassisted
Assisted digital
Assisted digital
Someone will either guide the user through
the service – “face-by-face”, via web chat or
over the phone
Or they might need to take over and enter
information on behalf of the user
Assisted digital
Solution will be different for every service, as
it depends on the particular needs of the
people you are assisting
A relentless
focus on
user needs!
Assisted digital
Advice from GDS:
- Think about assisted digital from the start
- Research & assess the needs of users
- Understand their wider journey & context
- Identify sustainable partners
- Pilot early & iterate
Assisted digital
- Your own staff and facilities
- Organisations working on digital inclusion
- Intermediaries: charities, lawyers, libraries,
Citizens Advice Bureau, JobCentre Plus…
Assisted digital
Increased confidence
Digital inclusion