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ND11: digital by default & social housing helen milner 12 may2011

ND11: digital by default & social housing helen milner 12 may2011






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  • First a roof over their heads, then running water, then electric lights, and now what? Is it access to the internet and the benefits of being online?
  • You can’t ignore the web it’s all around us
  • ICM: http://www.ukonlinecentres.com/corporate/content/view/11/112/lang,en/
  • So it’s possible for everybody to be happy (assuming that you can’t please all of the people all of the time however, there will be a few people who don’t like this approach).

ND11: digital by default & social housing helen milner 12 may2011 ND11: digital by default & social housing helen milner 12 may2011 Presentation Transcript

  • Social Housing & Neighbourhoods Digital by Default Helen Milner 12 May 2011
  • Social Housing Providers have a long history in making people’s lives better 1860s 2011
  • “ To ameliorate the condition of the poor and needy of this great metropolis and to promote their comfort and happiness” George Peabody, 1862 Founder of the Peabody Trust Housing Association
  • The Social Housing Sector Today
    • 4.16m homes, housing 9.5m people
      • 1,430 Housing Associations own 2.38m homes with 5.5m people (18% receive “care & support”)
      • Local Authorities own 1.78m homes with 4m people
    • Costs UK £17.5bn (help with housing costs)
      • £13bn (social) + £4.5bn (private renting)
    • 3.3m tenants in receipt of housing support
  • Digital by Default
    • Relevant to all of you, not just about social housing – many of the issues will be the same
    • NOW: Paper + Phone + F2F + Digital
    • FUTURE: Digital First + other routes if necessary
    • Possible? Desirable? Beneficial?
  • 30m people use the web every day Percentage population use of the internet Source: ONS 2010
  • Print media search, Thursday 14 April 2011
  • Who can easily use online services? In the 90%s (UK wide)
    • Almost every adult aged under 45 (16 – 44 yrs) (96%)
    • Almost everybody earning > £20,800 (95%)
    • Almost everybody with a good GCSE/O Level or higher qualification (93%)
    • Almost everybody buying a house (94%)
    • Almost everybody with dependent children (92%)
  • Who is offline? (has NEVER used the internet)
    • 60% of the over 65s have never used the internet
    • 55% of people with no qualifications
    • 31% of people earning less than £10,399
  • 70% of people who live in social housing aren’t online: a full 28% of everyone not online Sources: 70% Oxford Internet Survey 2007 28% ICM 2008 Why I got interested in social housing? I showed this slide at the 2009 National Digital Conference
  • Imagine : digital by default and all rent statements are online only
    • ≈ 60% tenants can access and have the skills to do this,  when realise information is more up to date than paper versions
    • ≈ 30% want to get online and just need help and local access,  when someone shows them how to do it and where to access
    • ≈ 10% can’t or won’t go online, need an alternative – possibly a neighbour or a face to face visit combined with another reason,  as more contact with neighbours/field staff
  • Be an advocate for digital
    • Not just about money (although it does save money)
    • Don’t use the offline minority as an excuse
    • Articulate the benefits for your organisation, for the citizens, and for the community
    • Do focus on helping the offline to use your digital services
    • More people online using better services = improvement in quality of services
  • Thank You [email_address] T witter - @helenmilner www.ukonlinecentres.com www.slideshare.net/helenmilner