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DIGITAL INCLUSION CALL FOR EVIDENCE (DSIT)

1.     Where are you or your organisation/group located?

There is no nationwide option, so I will put London as Connect’s offices are used as the correspondence address regardless.

2.      If you are an organisation, please can you specify the type (e.g. business, academia, government, charity) and sector in which you operate (e.g. service provider, academic research, not-for-profit)?

Later Life Ambitions brings together the collective voices of over a quarter of a million pensioners through the National Federation of Occupational Pensioners, the Civil Service Pensioners’ Alliance, and the National Association of Retired Police Officers . For the past decade we have campaigned for the rights of pensioners across the UK. We campaign on various issues, including digital exclusion, pensions, care services, housing and transportation, aiming to ensure a better future for pensioners. You can access our Pensioners’ Manifesto here: https://www.laterlifeambitions.co.uk/manifesto

3.     Government has identified five population groups that would likely benefit greatly from digital inclusion initiatives, these are: Low-income households Older people Disabled people Unemployed and those seeking work Young people Do you agree with these five population groups?

-          Yes. However, these are not mutually exclusive and older people could fit many of the categories.

4.     Are there examples of digital inclusion initiatives that could be scaled-up or replicated in other local communities? If known, please provide the name of the initiative, the organisation, a summary of what they do and contact details (if relevant).

We would recommend programmes such as HiDigital via Independent Age (https://www.independentage.org/hidigital). Hi Digital, developed by Vodafone Foundation, is a free online resource to help people improve their digital skills. Those who have rarely been online, or perhaps had some experience but don’t have the confidence to explore the digital world.

Hi Digital includes step-by-step courses on a variety of simple digital topics. Courses can be completed by people on their own or with a family member or friend, working at a pace to suit the individual and choosing the lessons best suited to them. The platform is also suitable for those looking to help others get more confident online.

Independent Age supports people facing financial hardship in later life via their website or using the telephone numbers or postal address provided. Further information can be found here: https://www.independentage.org/

Libraries are ideal for providing face-to-face support for older people who need help to access information and services online. We are aware of many instances where this is provided either informally by library staff and volunteers or in more structured ways by local authorities. We would suggest a nationwide survey to establish examples of best practice in libraries and other community settings.

5.     Are there examples of evaluation models for measuring the impact of digital inclusions programs that you are aware of? Please provide details of these models and where they have been used (if known).

Digital inclusion toolkits are a useful tool for evaluating the impact of any concerted effort to improve digital inclusion in any one area and ensuring equitable access to vital services and technology. Monthly surveys, which collect quantitative and qualitative data on those targeted, are an important feedback resource to assess whether programme resources are being spent effectively. In short, they should be user-focused and evidence-based with clear metrics. Crucial to any model is first defining what element of digital exclusion you wish to assess and collecting initial data to establish a baseline from which to improve over the course of the programme.

Digital inclusion is far easier to measure via data gathered for the numbers of people accessing public websites, social media platforms and the like, mapping increasing user numbers and frequency of access and identifying trends.

We would suggest that it is far more challenging to measure the numbers of those that are digitally excluded, as quantitative and qualitative data would be more difficult to collect. It is not simply a case of measuring the number of people with smartphones and/or other devices that may provide access to the internet, as many of those with access to mobile phones and/or computers may not have the necessary technical skills or the confidence to use them without some assistance from family members, friends or carers, and there will be some who don’t have easy access to such support or would find it difficult to ask for it.

Digital inclusion initiatives that support older people are to be encouraged for those who wish and/or have the capacity to access them. It is important that a ‘Digital Inclusion’ agenda is not pushed to the degree that it excludes the significant number of older people who are not digitally literate.  

6.      In what ways could the government partner with industry, charities and community organisations to promote digital inclusion?

The Government should work with non-profit organisations, such as Later Life Ambitions, to leverage the experience of older people in co-designing inclusive solutions. This could include, for example, canvassing the views of our members which considering reform of the way in which local councils provide vital services and customer hotlines – which presently many of our members find difficult to navigate. Postal surveys, especially, could be a useful form of engagement with those considered at risk of digital exclusion.

According to the Office for National Statistics (ONS), approximately 6% of the UK population has never used the Internet. This group includes a large proportion of older adults and individuals from low-income households, where access to digital tools is often limited.

The impact of the digital divide extends across many aspects of life. Limited access to the internet can result in missed opportunities in education, employment, and healthcare. Everyday tasks, such as managing finances or using essential services, become significantly harder, creating additional challenges for those already facing difficulties. Government needs to work in closer conjunction with local authorities and representative bodies who are often at the ‘coal face’ of the digital divide to ensure that there are minimal gaps in service provision for older people with limited digital skills and those who live in areas with limited broadband/phone coverage.

Older people and others should not be forced to go online against their wishes. There may be many legitimate reasons for individuals to prefer to access help, support, information and services in other, more humane ways. The ease and economy of online provision should not be deemed a substitute for people’s need to deal with professionals and others providing them with services and support either face to face or on the telephone. Older people and others are entitled to feel trust and confidence in dealing with public sector service providers, medical, legal and financial professionals, and others in a manner and setting that makes them feel safe and at ease.

The Government, Local Authorities and all other Public Sector bodies providing services and support should be compelled to offer alternative means of contact and access for those they serve and support. This is not just a matter of ‘good practice’ but should be viewed as a human rights issue and a necessity in protecting people from discrimination.

7.      How can the government ensure the Digital Inclusion Innovation Fund best supports local communities across the UK?

We welcome the announcement of the Digitial Inclusion Innovation Fund; however, support must be targeted at those demographics and geographic areas where there is demonstrable need for direct financial intervention. These can be identified in consultation with non-profit organisations and charities working day-to-day with older and vulnerable people and those at risk of digital exclusion – and not just on the basis of local government advice.

8.     The government has identified four focus areas for how it will drive up digital inclusion, these are:Opening up opportunities through skillsTackling data and device povertyBreaking down barriers to digital servicesBuilding confidenceDo you agree with these four focus areas? If not, what changes would you make?

In my view, the Government has correctly identified the four focus areas.

9.     Has the Government identified the right medium and long-term objectives for ‘opening up opportunities through skills’

The Action Plan speaks to improved signposting for hard-to-reach groups. This could include providing pamphlets or information about how to access government resources in locations often frequented by the target groups – banks, building societies, post offices, supermarkets and the proposed Hubs.


10.  Has the Government identified the right medium and long-term objectives for ‘tackling data and device poverty’

[yes, the government has set out a coherent plan, which LLA should endorse.]

11.  Has the government identified the right medium and long-term next steps for “Breaking down barriers to digital services”?

Digital inclusion programmes, on their own, are all well and good for those who feel both willing and able to access information and services online, albeit with some help, support and training, but they cannot be considered as the one and only answer to the issue of Digital Exclusion.

LLA calls for an explicit recognition of the importance of in-person and customer hotlines within the plan, rather than merely in-person verification processes to then access gov.uk service online.

12.  Has the government identified the right medium and long-term next steps for “Building confidence"?

The government should broaden the scope of its research into confidence to include surveys and case studies collated by third-sector organsiations to ensure a breadth of respondents, which would inform the Government’s approach moving forward.

 
 
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