Business Case for Digital Inclusion & Social Housing 8 Feb 2014
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Business Case for Digital Inclusion & Social Housing 8 Feb 2014



Demonstrating the issues of the digital divide, and demonstrating how social & public housing can help to close this divide. Fact, stats, and some clear solutions on how to close the digital gap. ...

Demonstrating the issues of the digital divide, and demonstrating how social & public housing can help to close this divide. Fact, stats, and some clear solutions on how to close the digital gap. Showing the massive impact of putting services online as well as making sure customers and citizens can use them through local action & elearning/online learning or MOOCs. World class solutions for a hyper local problem.



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Business Case for Digital Inclusion & Social Housing 8 Feb 2014 Business Case for Digital Inclusion & Social Housing 8 Feb 2014 Presentation Transcript

  • Digital by Default: The Business Case for Digital Inclusion Helen Milner, @helenmilner 8 February 2014 Tinder Foundation makes these good things happen:
  • as with b ple 00 peo 5,0 ver 32 O k nline s ic o rs membe ills 1 Dec 2011 – 1 Dec 2013 Commun ity 750 over 1, ub using H rs DigiHo luntee 0 vo 25,00 er o 20 ing ov ules t od port six m k sup from wor Way A net My earn L Changed our name Six local and national promotional campaigns How To to Tinder Fou ndation s, entre c 5,000 g of - map y’re doin ite webs what the es centr ers and e onlin t learn UK New ata abou d Online Basics qualification launched & 2000+ passes great
  • 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
  • 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
  • Goal is to create independent and confident internet users Not about broadband infrastructure Not about one-off usage
  • Local + Digital + Scale
  • Local is familiar, nearby, where help is on hand
  • Digital People learning how to use it and using technology to help change to happen Optimise d for mobil e learning
  • 1.2m+ people with new basic digital skills * UK online centres: April 2010 – January 2014 £232.4m 7 February 2014:
  • 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 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
  • Free online courses for digital inclusion, financial inclusion and employability - im Opt r d fo ise ile l mob ning ear
  • 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
  • An Opportunity and a Challenge (Curse) Understanding Job Hunting Online: Module on Universal Jobmatch
  • 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 + Scale g learnin bile for mo ised Optim Free
  • 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
  • Thank You @helenmilner on twitter #Digihousing #DigitalDeal