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Digital by Default: The Business
Case for Digital Inclusion
Helen Milner, @helenmilner
8 February 2014

Tinder Foundation
...
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 usi...
digitalhousinghub.ning.com
Benefits to using the internet
For the country:
•£63bn benefit to the UK for increasing our digital
leadership by 2020 (Go...
11m don’t have basic digital skills
(BBC/Ipsos Mori, Sept. 2013)

• Can’t do all of the four basic skills:
– Communicate
–...
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 attai...
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
te...
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 ...
Free online courses for digital inclusion, financial
inclusion and employability - www.learnmyway.com

im
Opt

r
d fo
ise
...
Optimised for mobile:
but mobile is not THE solution
• 91% of the population have a mobile phone
• 64% of these are smartp...
Moving people to online public services
• No-one’s ‘spark’ to get digital skills is to interact
with Government online (ex...
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
• Cott...
Digital Deal: Emerging sub-set themes
• Wifi in tower blocks and
specific estates
• Free wifi zones
• Rural
• Refurbished ...
Case Study – Golden Gate Housing Trust
• Based in a UC Pathfinder area with 45% of their
residents digitally excluded
• Pr...
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 t...
digitalhousinghub.ning.com
Please keep the conversation going and join the digital housing hub
Thank You
helen@tinderfoundation.org
@helenmilner on twitter
www.ukonlinecentres.com
www.learnmyway.com
www.communityhowto...
Business Case for Digital Inclusion & Social Housing 8 Feb 2014
Business Case for Digital Inclusion & Social Housing 8 Feb 2014
Business Case for Digital Inclusion & Social Housing 8 Feb 2014
Business Case for Digital Inclusion & Social Housing 8 Feb 2014
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Business Case for Digital Inclusion & Social Housing 8 Feb 2014

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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.

Published in: Education, Technology, Business
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Business Case for Digital Inclusion & Social Housing 8 Feb 2014

  1. 1. Digital by Default: The Business Case for Digital Inclusion Helen Milner, @helenmilner 8 February 2014 Tinder Foundation makes these good things happen:
  2. 2. 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
  3. 3. digitalhousinghub.ning.com
  4. 4. 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
  5. 5. 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
  6. 6. Goal is to create independent and confident internet users Not about broadband infrastructure Not about one-off usage
  7. 7. Local + Digital + Scale
  8. 8. Local is familiar, nearby, where help is on hand
  9. 9. Digital People learning how to use it and using technology to help change to happen Optimise d for mobil e learning
  10. 10. 1.2m+ people with new basic digital skills * UK online centres: April 2010 – January 2014 £232.4m 7 February 2014:
  11. 11. 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
  12. 12. You will be a digital business in 3 - 5 years The question is how and how fast?
  13. 13. A digital strategy that drives digital inclusion achieving efficiency and quality for everyone A change programme not a technology project
  14. 14. Three main barriers why PEOPLE aren’t online Freshminds 2007 and 2009
  15. 15. 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
  16. 16. Free online courses for digital inclusion, financial inclusion and employability - www.learnmyway.com im Opt r d fo ise ile l mob ning ear
  17. 17. 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
  18. 18. 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
  19. 19. Converting a contact: •From face to face to online saves £8.47 •From telephone to online saves £2.68 (SOCITM) £232.4m
  20. 20. An Opportunity and a Challenge (Curse) Understanding Job Hunting Online: Module on Universal Jobmatch
  21. 21. 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
  22. 22. 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
  23. 23. 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
  24. 24. Case Study – Golden Gate Housing Trust #DigitalDeal
  25. 25. #DigitalDeal
  26. 26. #DigitalDeal
  27. 27. Local + Digital + Scale g learnin bile for mo ised Optim Free
  28. 28. 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
  29. 29. digitalhousinghub.ning.com Please keep the conversation going and join the digital housing hub
  30. 30. Thank You helen@tinderfoundation.org @helenmilner on twitter www.ukonlinecentres.com www.learnmyway.com www.communityhowto.com http://digitalhousinghub.ning.com/ #Digihousing #DigitalDeal

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