Slides from a presentation given in Feb 2011 at a conference on "Achieving and sustaining digital engagement." The event was sponsored by KT-Equal and Age UK. Slides from all speakers are available at: http://kt-equal.org.uk/calendar/57/27-Achieving-and-sustaining-digital-engagement

1. Next Generation Services for Older and Disabled People 16th February 2011, Damian Radcliffe and Jane Rumble

2. Running Order Context Barriers Opportunities Findings from i2media research on next generation services for older and disabled people 1

3. Market Context 2

4. 3 Household PC and internet take-up, 2005-2010 Proportion of adults (%) QE1: Does your household have a PC or laptop computer? / QE2: Do you or does anyone in your household have access to the Internet/Worldwide Web at HOME (via any device, e.g. PC, mobile phone etc)? / QE6: Which of these methods does your household use to connect to the Internet at home? Source: Ofcom technology tracker, Q1 2010. Base: All adults aged 15+ (n=9013). The rise of broadband

5. 4 Take up rising fastest amongst older consumers Age and gender profile of those who have broadband access at home Source: Ofcom communications tracking survey Base: All adults 15+ (Q2 2005, 2206) (Q2 2006, 2439) (Q2 2007, 2265) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010,2106) QE9. Which of these methods does your household use to connect to the Internet at home?

6. 5 Due, in part, to increased PC and laptop ownership Age and gender profile of those who own a PC or laptop computer Source: Ofcom communications tracking survey Base: All adults 15+ (Q2 2005, 2206) (Q2 2006, 2439) (Q2 2007, 2265) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106) QE1. Does your household have a PC or laptop computer?

7. Barriers to Entry 6

8. Five potential barriers “No need”. No PC. Cost. Other fears e.g. Identity theft, Safety or unsuitable content. Service availability. 7 Barriers are often unique, but we can generalise (a little)

9. Reasons for not having the internet at home 8 Base: all respondent (1,841). This question was asked of all aware of the internet. Answers among those who said they did not intend to get the internet in the next six months are presented here. Results have been rebased on all respondents. Question: Why do you not currently have the internet at home? (unprompted, then showcard) And which is the MAIN reason why you do not have the internet at home. Source: Ofcom Accessing the Internet at Home Survey, February to April 2009

10. 9 42% were unlikely to get the internet even if it’s free Don’t know Will get the internet if it is free Willing to pay for the internet Will NOT get the internet even if it’s free Base: All respondents (1841). Q55. How likely would you be to get the internet at home if you could get a computer and internet access for free? 9

11. But opportunities exist… 10

12. ….Here’s some general trends which may help. Decreasing costs. The value of proxy. The rise of the smartphone. YouView and connected TVs. Investment in infrastructure. 11 Opportunities also unique, but…

13. 12 Costs to consumers typically falling year on year Total

14. And compare favourably with other countries £ per person, 2009 USA UK GER FRA ITA JPN Source: Ofcom analysis

15. The value of proxy Proxy use of the internet in the past year among non-users NIN10 – In the past year, have you asked someone else to send an email for you, get information from the internet for you, or make a purchase from the internet on your behalf? (Prompted responses, single coded) Base: All adults aged 16+ who do not use the internet at home or anywhere else? (310 aged 16+, 169 aged 16-64, 141 aged 65+, 156 male, 154 female, 101 ABC1, 208 C2DE). Significance testing shows any difference between age groups, between males and females, and between socio-economic groups. Source: Ofcom research, fieldwork carried out by SavilleRossiter-Base in September to October 2009 14 14

16. The rise of the smartphone 15 Number of smartphone users and penetration of smartphones in the UK Millions Source: comScore, Mobilens, December 2007 - May 2010

17. Launch planned for early 2012 Billed as an easy-to-use box with: Freeview, Catch-up TVe.g. BBC iPlayer or 4oD High Definition Personal video recorder (To pause, rewind and record live TV). Pay TV service. No contract or monthly subscription. Delivered through any broadband connection. See: http://www.youview.com/ 16 YouView (aka Freeviewconnected to the web)

18. Lots going on including… ‘Britain’s Superfast Broadband Future’ published by DCMS in December. Proposes: “An ambition to deliver a ‘digital hub’ in every community in the country is at the heart of the Government’s £830 million strategy to make sure the UK has the best broadband network in Europe by 2015.” Mixed-technology approach: fixed, wireless and satellite all playing a role. May take NGA to 90% of population. + On-going investment from major providers e.g. BT, Virgin and others. 17 Investment in infrastructure

19. Some reasons to be cheerful (part three) 18 Summary

20. Next Generation Services for Older and Disabled People i2media research for Ofcom’s Advisory Committee on Older and Disabled People 19

22. new and near-future Next Generation Services that have the potential to benefit older and disabled people’s lives. This includes existing services that could be enriched as a result of faster broadband connections;

23. potential benefits from such services;

24. risks and challenges to potential benefits being realised.

25. The study involved :

26. desk research in November 2009 to March 2010.

27. 15 interviews with experts in relevant fields in January-March 2010.

28. Scope of the research was:

29. Health and wellbeing

30. Work and employment

31. Leisure

34. Work and employment: potential benefits Greater financial independence; More independent living; Improved psychological wellbeing; Improved sense of self-worth; Potential to support older and disabled people to contribute more to society and for longer 23

35. Example – Increased participation Vital Assistance for Elderly project Developing a tele-education platform To be delivered via TV set To provide multimedia courses designed for older people, e.g. cooking, household activities To offer education for self-caring, self-learning and entertainment. 24

36. Leisure

37. Leisure: potential trends More engaging entertainment E.g. services that support higher fidelity audio-visual presentation or are more tailored to the user’s interests More life-like remote social interaction: E.g. services could include information that makes explicit information about oneself and others Better and easier access to leisure services: E.g. via increased personalisation Lower cost access to leisure services 26

38. Leisure: potential benefits Improved quality of entertainment Reduced social isolation resulting in improved psychological wellbeing 27

39. Example – More life like social interaction In virtual communities individuals could create new, high quality identities through which their physical appearance can be personalised into a new ‘identity’ This could facilitate more accessible forms of communication, with particular potential benefit to people who are deaf or hard of hearing. For instance, automated sign interpretation via avatars (though issues of acceptability) 28

40. Example – Reduced social isolation “I think the biggest benefit [of NGS] is allowing people who aren’t as able to do things outside of the home to feel connected, so you feel part of a wider world environment and communication is one of the biggest elements of this.” Simon Mycock, BT 29 “We research how you can use technology to reduce loneliness and help people meet other people. As you get older... how do you make meaningful relationships with new people with common interests, and how can technology help that? I would call that social networking, staying well, and staying engaged; society valuing older people and their contribution.” NiamhScannell (Intel)

41. Health and wellbeing

42. Health and wellbeing - trends The research identified nascent trends that could benefit from superfast broadband: Remote interaction; TV as communication interface; Activity, health and wellbeing monitoring. 31

43. Health and wellbeing: potential benefits Prolonged independent living; Increased physical and psychological health and wellbeing; Improved motivation and self-management of health; Increased sense of wellbeing and security; More efficient, cost-effective, and targeted delivery of services; More accessible communication systems. 32

44. Example – Vital sign monitoring Whole System Demonstrator Around 6,000 users in Cornwall, Kent and Newham. Uses two-way communication for effective feedback between health and social care monitoring centres and users. Provides reassurance that professionals are aware of their physical state and available when necessary. 33

46. Offers a portable device that monitors people’s home environment using detectors / sensors.

47. Provides added security and reassurance for users.

48. Has been developed.34

49. Example– Health and Wellbeing In the example below, the Cogknow device informs the user that their front door is unlocked The user then locks the door. The device detects that the door is now locked 35

50. Risks and challenges

51. Key considerations The following issues were highlighted: Infrastructure: ensuring adequate, reliable network infrastructure and connectivity; Usability and accessibility: international co-ordination to support development of accessible products Cost: ensuring people are not excluded due to affordability Implementation: more coordinated interaction between stakeholders to minimise the logistical risks Accessibility Impact, e.g. potential for increased isolation or dependence 37

52. Conclusions

53. Conclusions Next Generation Services promise the potential of numerous benefits to older or disabled people. If the challenges to their implementation are addressed appropriately, the opportunities for increased and easier access to services could: promote more independent living and participation; and help older and disabled people to lead healthier and more fulfilling lives. 39

54. Thank you for listening.Any Questions?For more info and the full report please visit: http://www.ofcom.org.uk/about/how-ofcom-is-run/committees/older-and-disabled-people/research/Contact Usdamian.radcliffe@ofcom.org.ukjane.rumble@ofcom.org.uk 40