digital inclusion and assisted digital | louise russell | december 2014
Upload: department-for-communities-and-local-government-local-digital-campaign
Post on 05-Jul-2015
140 views
DESCRIPTION
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.TRANSCRIPT
![Page 1: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/1.jpg)
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
![Page 2: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/2.jpg)
Louise Russell
Local Direct
Services so good that
people choose to use
them
![Page 3: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/3.jpg)
Why online?
Online self service is the most cost effective
way for councils to deliver most services and
information
![Page 4: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/4.jpg)
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
![Page 5: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/5.jpg)
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
![Page 6: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/6.jpg)
https://www.gov.uk/government/publications/government-digital-inclusion-strategy/government-digital-inclusion-strategy
![Page 7: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/7.jpg)
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
![Page 8: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/8.jpg)
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
![Page 9: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/9.jpg)
![Page 10: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/10.jpg)
What’s the ambition?
To help as many people as possible to move
from being excluded (1-6) to basic digital
skills or above
![Page 11: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/11.jpg)
Who are the “excluded”?
- Living in social housing
- On low wages or unemployed
- Registered with disabilities
- Offenders & ex-offenders
![Page 12: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/12.jpg)
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
![Page 13: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/13.jpg)
Make digital services so good
people choose to use them
![Page 14: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/14.jpg)
Make digital services so good people
choose to use them
- user centred
- clearly written
- accessible
![Page 15: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/15.jpg)
![Page 16: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/16.jpg)
Simpler, clearer, faster
![Page 17: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/17.jpg)
![Page 18: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/18.jpg)
![Page 19: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/19.jpg)
![Page 20: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/20.jpg)
A relentless
focus on
user needs
Pic by @PaulAnnett
![Page 21: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/21.jpg)
![Page 22: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/22.jpg)
data
![Page 23: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/23.jpg)
![Page 24: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/24.jpg)
![Page 25: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/25.jpg)
![Page 26: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/26.jpg)
The purpose of any page or tool on
your site should be to meet a specific
user need as efficiently as possible
![Page 27: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/27.jpg)
Who is it for?
Why are they here?
What do they need to know or do?
![Page 28: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/28.jpg)
“As a _______ I want to ________so that I can ________”
![Page 29: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/29.jpg)
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
![Page 30: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/30.jpg)
![Page 31: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/31.jpg)
Use plain English
Use the active voice
“You must…”
not “it is mandatory to…”
![Page 32: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/32.jpg)
“But it has to be complicated for legal/policy reasons”
Not very often
![Page 33: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/33.jpg)
Accessibility
![Page 34: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/34.jpg)
![Page 35: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/35.jpg)
Percentages of visits to GOV.UK from computer, mobile and tablet
![Page 36: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/36.jpg)
![Page 37: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/37.jpg)
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
![Page 38: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/38.jpg)
Any questions?
![Page 39: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/39.jpg)
Helping people to get online
and develop their skills
![Page 40: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/40.jpg)
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
![Page 41: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/41.jpg)
![Page 42: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/42.jpg)
Overcoming barriers
Access Skills
Motivation Trust
![Page 43: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/43.jpg)
Access
![Page 44: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/44.jpg)
Motivation
![Page 45: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/45.jpg)
Motivation
![Page 46: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/46.jpg)
Skills
![Page 47: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/47.jpg)
![Page 48: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/48.jpg)
![Page 49: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/49.jpg)
Trust
![Page 50: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/50.jpg)
![Page 51: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/51.jpg)
Assisting people who can’t
use digital services by
themselves
![Page 52: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/52.jpg)
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
![Page 53: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/53.jpg)
![Page 54: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/54.jpg)
Assisted digital
![Page 55: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/55.jpg)
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
![Page 56: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/56.jpg)
![Page 57: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/57.jpg)
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!
![Page 58: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/58.jpg)
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
![Page 59: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/59.jpg)
Assisted digital
- Your own staff and facilities
- Organisations working on digital inclusion
- Intermediaries: charities, lawyers, libraries,
Citizens Advice Bureau, JobCentre Plus…
![Page 60: Digital inclusion and assisted digital | Louise Russell | December 2014](https://reader035.vdocuments.us/reader035/viewer/2022081404/5598bfc81a28abcf208b472d/html5/thumbnails/60.jpg)
Assisted digital
Increased confidence
Digital inclusion