Digital by Default: The Business Case for Digital Inclusion

Helen Milner, @helenmilner8 February 2014

Tinder Foundation makes these good things happen:

Over 325,000 people with basic online skills

Community How To

Online Basics qualification launched & 2000+ passes

Six local and national promotional campaigns

Learn My Way from six modules to 20 DigiHousing Hub - over 1,750 members

New UK online centres website - map of 5,000 centres,

great data about learners and what they’re doing

A network supporting over 25,000 volunteers

Changed our name to Tinder Foundation

1 Dec 2011 – 1 Dec 2013

digitalhousinghub.ning.com

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

• 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

11m don’t have basic digital skills (BBC/Ipsos Mori, Sept. 2013)

Goal is to create independent and confident internet users

Not about broadband infrastructureNot about one-off usage

Local+

Digital+

Scale

Local is familiar, nearby, where help is on hand

Optimised for mobile learning

People learning how to use it and using technology to help change to happen

Digital

1.2m+ people with new basic digital skills* UK online centres: April 2010 – January 2014

7 February 2014:

£232.4m

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

You will be a digital business in 3 - 5 years

The question is how and how fast?

A digital strategy that drives digital inclusion

achieving efficiency and quality for everyone

A change programme not a technology project

Three main barriers why PEOPLE aren’t online

Freshminds 2007 and 2009

How? Simple approach

Increase how will people access the internet, at home or at ‘access points’Inspire people

to see that ‘spark’ and see that the internet is useful and necessary.

Train people to use the internet and build their confidence so they want to keep using it and learning more

Free online courses for digital inclusion, financial inclusion and employability - www.learnmyway.com

Optimised for mobile learning

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

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

Converting a contact:•From face to face to online saves £8.47•From telephone to online saves £2.68

(SOCITM)

£232.4m

Understanding Job Hunting Online: Module on Universal Jobmatch

An Opportunity and a Challenge (Curse)

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

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

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

Case Study – Golden Gate Housing Trust

#DigitalDeal

#DigitalDeal

#DigitalDeal

Local+

Digital+

ScaleFree

Optimised for mobile learning

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

Please keep the conversation going and join the digital housing hub

digitalhousinghub.ning.com

Thank You

helen@tinderfoundation.org@helenmilner on twitterwww.ukonlinecentres.comwww.learnmyway.comwww.communityhowto.comhttp://digitalhousinghub.ning.com/

#Digihousing #DigitalDeal