Assisted DigitalCurrent Progress and Next Steps

SCL Regional RoadshowMansfield

26th November 2013

Not just about digital: this is about people

Coverage

• Context• Procurement for AD servicesi. GDSI. StakeholdersII.Progress• Next Steps• Discussion• Other funding streams

Government Digital Services - GDS• Leading procurement of Assisted Digital

Services• Inviting input from suppliers to shape the

output• Overall funding envelope likely to be £50m• Procurement will be divided into lots which

suppliers bid for• Will start procurement with 25 exemplar

services from 8 departments

• Simpler• Clearer• Faster• £2.7bn

Help people who are offline User first … Innovate Accessible, reliable, high quality …

Digital by defaultDigital by default

? Which people and where? Which customer? How reimbursed? “Learning” …“Pool” …Lead …

× Pay for access× Pay for training× Profit-making

Assisted digitalAssisted digital

?

Assisted Digital Stakeholder Group

Vision

To be the trusted local network offering multi-channel support to use digital government

services

In five years:• Those who need support have high awareness of our

service• Users of our service have excellent support to use

government services• Assisted Digital fully integrated into the service offer for

libraries, UK online centres and CABx• Assisted Digital support is funded in a way which works for

all • Local staff are skilled and supported by effective training• Self-service is the goal for most users, helped by digital

services being simpler, clearer and faster• We make powerful use of the data we gather

Partnership: strengths• Brand• Size and scale of network• Infrastructure (people and kit) already in place• Trusted by those likely to use the service• Trusted relationship with local partners• Multichannel• Ability to implement consistent offers and

recording system

Key principles

• Build on existing infrastructure• No wrong door• Develop the best service for the user• Promote self-sufficiency not dependency• Strength in partnership – use the best from

each partner’s expertise

View from the networks

Survey with 155 UK online centres:- 97% already supporting digital government- 66% work with local organisations (eg CA or JCP) to

offer support within centre- 58% don’t feel they currently have staff or volunteer

resource to support digital government services- Experience with Universal Job Match showing how

much 1:1 support people need to access services independently

- Want more staff training – and funding

View from the networks (contd)Survey with 8550 people from 120 Library Authorities showed 92.5% felt confident helping people find information online.

Respondents felt very or fairly confident in helping people to do the following on government websites (gov.uk and nhs.uk):•Making a payment 68.4%•Book an appointment 60.2%•Request information 60%•Order goods 56.8%•Provide/report information 51.3%•Amend/delete information 46.7%•Request benefits 42.5%•Request a licence 40.9%•Register something (eg patent) 34.6%

BASIC INFORMATION AWARENESS RAISING ENGAGEMENT

USER TESTING DIGITAL SKILLS TRIAGE/REFERRAL

UNDERPINNING SKILLS (e.g. form-filling)

CONFIDENTIAL SPACE (could be screened area)

BASIC GUIDANCE

OPEN ACCESS WIDER NETWORK OF LIBRARIES, CABx and UKO CENTRES (ADDED VALUE, NOT FUNDED)OPEN ACCESS WIDER NETWORK OF LIBRARIES, CABx and UKO CENTRES (ADDED VALUE, NOT FUNDED)

TAILORED SUPPORT SUPPORT WITH PAYMENT

DOCUMENT CHECK HANDLING CONFIDENTIAL DATA

ASSISTIVE TECH FREEPHONE HELPLINE

ADVOCACY

INPUT DATA ON USER’S BEHALF

SPECIALIST SUPPORT e.g. those with disabilities

CABx AND OTHER AGENCIES POSSIBLY CO-LOCATED WITH LIBRARIES AND UK ONLINE CENTRES

LIBRARIES AND UK ONLINE CENTRES

ALL ASSISTED

DIGITAL

CENTRES

AD SPECIALIST

SUPPORT

FACE-TO-FACE,

INFORMED TRAINED

STAFF

FACE-TO-FACE OR PHONE, EXPERT STAFF

SOME ASSISTED

DIGITAL CENTRES

CENTRAL SUPPORT: TRAINING, RESOURCES, ADMINISTRATION & PERFORMANCE MANAGEMENTCENTRAL SUPPORT: TRAINING, RESOURCES, ADMINISTRATION & PERFORMANCE MANAGEMENT

High volume services• Electoral registration (simple service, high

volumes – 47m)• Universal credit (complex service, high volumes –

10m)• Vehicle Management (medium complexity, high

volumes – 18m)• Self assessment (high complexity, high volumes –

10m)• Carers’ allowance (medium complexity, high

volumes – 3.2m)

Challenges: 1- OUTCOMES: What are the most important ones? (ie what’s likely to

be deemed “good quality”?)- PEOPLE: How strong is the commitment to do the right thing by them

- not just to “tick AD boxes”? Relates to how AD is procured would be better for the user to have more joined-up procurement

- SCALE & COHESION: How aim to achieve economies scale (govt and providers), cf fragmentation?

- COMMERCIALS: What financial package/options will be on offer - to cover/exclude/encourage what? Grants or based on outputs or combination of both?

- PROFIT vs COVERING COSTS: What’s GDS’ approach to this, hence what does this mean for the bid process?

- VALUE ADDED: Is Government interested in the wider social outcomes our networks can provide?

Challenges (contd)- DWP: DO DWP have the option / are they likely to go it alone, outside

the GDS framework?- SIMPLE, CLEAR, FAST: How “S, C, F” can we assume exemplar services

will actually be - and by when? (This affects assumptions on AD service-provision)

- AD / LEARNING / DI: What’s the latest view on this important balance - to reduce dependency, reduce cost and add wider value, without distracting from core AD purpose?

- GEOGRAPHY: What is the scope for different exemplar services?- TIMESCALE: Latest in timescale for procurement process? - USERS / CLIENTS: Is the target audience clearly established as being

the “Nevers” and the “Littles”?

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Other Funding Streams

• DWP funds for AD support of universal credit

• NHS Widening Digital Participation• Big Lottery / Go On Funding

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Challenges and Next Steps

– Your feedback is important– Now and as we progress

Summary…

• Practical next steps• Unknowns / Assumptions