1) The document discusses digital inclusion and the business case for organizations in the housing sector to promote digital skills among their customers and staff. It outlines benefits like cost savings, improved lives, and addressing social issues. 2) Key barriers to digital inclusion are a lack of basic digital skills, no internet access at home, and not seeing the usefulness of the internet. Overcoming these requires inspiring people, improving access, and providing training. 3) Case studies show approaches like free WiFi, devices pre-installed with internet access, and support for most vulnerable groups. The goal is to help people engage with online services and improve their employment opportunities.

1. Digital by Default: The Business
Case for Digital Inclusion
Helen Milner, @helenmilner
8 February 2014
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3. digitalhousinghub.ning.com

8. Benefits to using the internet
For the country:
•£63bn benefit to the UK for increasing our digital
leadership by 2020 (Go ON UK and Booz & Co)
For the person:
•Children do worse at GCSE without internet at home
•British Computer Society’s research shows that getting
online makes people happier than a pay rise

9. 11m don’t have basic digital skills
(BBC/Ipsos Mori, Sept. 2013)
• Can’t do all of the four basic skills:
– Communicate
– Find Things
– Share
– Keep Safe
• 61% of this 11m have never been online
• 39% are infrequent or narrow internet
users

10. Goal is to create independent and
confident internet users
Not about broadband infrastructure
Not about one-off usage

11. Local
+
Digital
+
Scale

12. Local is familiar, nearby, where help is on
hand

13. Digital
People learning how to use it and using
technology to help change to happen
Optimise
d
for mobil
e learning

14. 1.2m+ people with new basic digital skills
* UK
online centres: April 2010 – January 2014
£232.4m
7 February 2014:

15. Why does the Housing Sector care
about digital inclusion?
• Social Justice
– Equality, improving lives
– Educational attainment for children, employment,
lower household bills, reduced social isolation
• Financial Security
– Make cost savings and focus spend on priorities
– Universal Credit: £6.844m next three years
increased arrears predicted for a medium sized
Housing Association

16. You will be a digital
business in 3 - 5 years
The question is how
and how fast?

17. A digital strategy that drives
digital inclusion
achieving efficiency and quality for
everyone
A change programme not a
technology project

18. Three main barriers why PEOPLE
aren’t online
Freshminds 2007 and 2009

19. How? Simple approach
Inspire people
to see that
‘spark’ and see
that the internet
is useful and
necessary.
Increase how will
people access the
internet, at home or at
‘access points’
Train people to use the internet
and build their confidence so
they want to keep using it and
learning more

20. Free online courses for digital inclusion, financial
inclusion and employability - www.learnmyway.com
im
Opt
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d fo
ise
ile l
mob
ning
ear

21. Optimised for mobile:
but mobile is not THE solution
• 91% of the population have a mobile phone
• 64% of these are smartphones and can be used the
access the internet
• Smartphone ownership varies by age:
•
•
91% of 18-24 year olds
9% aged 75+
• Est. 4% - 6% of people only access web via
smartphone (vast majority access web via
laptop/PC + mobile)
• Source: OxIS, 2013

22. Moving people to online public services
• No-one’s ‘spark’ to get digital skills is to interact
with Government online (except to get a job)
• After gaining digital skills via UK online centres
(July 2013 data):
– 81% visited central/local Government websites
– 56% moved at least one face-to-face or telephone
contact to an online contact with Government
– average contacts moved online 5.8 in past month
• Start with the fun stuff, but embed progression to
your services (and Gov services) into their
journey

23. Converting a contact:
•From face to face to online saves £8.47
•From telephone to online saves £2.68
(SOCITM)
£232.4m

24. An Opportunity and a Challenge (Curse)
Understanding Job Hunting Online:
Module on Universal Jobmatch

25. Digital Deal – 12 ‘exemplars’
• A2 Dominion, London
• Bron Afon Community
Housing, Torfaen
• Camden Council, London
• Cottsway Housing,
Oxfordshire
• Fabrick Housing,
Middlesbrough
• Golden Gates Housing
Association, Warrington
• Leeds Federated
Housing “HUGO”
• Magenta Living, Wirral
• Progress Housing, Lancs
• Queens Cross Housing
Association, Glasgow
• South Essex Homes,
Southend
• Yarlington Housing
Group, Somerset
#DigitalDeal

26. Digital Deal: Emerging sub-set themes
• Wifi in tower blocks and
specific estates
• Free wifi zones
• Rural
• Refurbished kit
• Moving their people to
be Digital Staff &
embedding into roles
• Whole organisation
Digital Strategy
• Credit unions including
‘sink funds’ for device
purchase (eg Magenta)
• 1:1 & home based
• Use of existing buses as
mobile ‘internet
centres’ and ‘wifi hubs’
• Vulnerable/Very hard to
reach
• Equipment loans
#DigitalDeal

27. Case Study – Golden Gate Housing Trust
• Based in a UC Pathfinder area with 45% of their
residents digitally excluded
• Project will benefit 1200 residents in Longford
(Warrington) one of the most deprived wards in
the UK
• Turning residents TVs into an internet access
device (android device) with wifi keyboard
• Wifi Net over housing estate – free wifi
– Break even cost of £5 per month per household
#DigitalDeal

28. Case Study – Golden Gate Housing Trust
#DigitalDeal

29. #DigitalDeal

30. #DigitalDeal

31. Local
+
Digital
+
Scale
g
learnin
bile
for mo
ised
Optim
Free

32. Suggested strategic objectives
• Be a digital and successful business
– Have delightful online services and transactions that
customers want to use
– Using digital to save you costs
• With digital customers with better lives
– Inspire customers to use the internet
– Support them to make best use of the web
– Help them with access at home and elsewhere
• And digital staff
– Staff empowered to help deliver a better business and
included customers through digital

33. digitalhousinghub.ning.com
Please keep the conversation going and join the digital housing hub

34. Thank You
helen@tinderfoundation.org
@helenmilner on twitter
www.ukonlinecentres.com
www.learnmyway.com
www.communityhowto.com
http://digitalhousinghub.ning.com/
#Digihousing #DigitalDeal