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

    1. 1. Social Housing & Neighbourhoods Digital by Default Helen Milner 12 May 2011
    2. 2. Social Housing Providers have a long history in making people’s lives better 1860s 2011
    3. 3. “ 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
    4. 4. The Social Housing Sector Today <ul><li>4.16m homes, housing 9.5m people </li></ul><ul><ul><li>1,430 Housing Associations own 2.38m homes with 5.5m people (18% receive “care & support”) </li></ul></ul><ul><ul><li>Local Authorities own 1.78m homes with 4m people </li></ul></ul><ul><li>Costs UK £17.5bn (help with housing costs) </li></ul><ul><ul><li>£13bn (social) + £4.5bn (private renting) </li></ul></ul><ul><li>3.3m tenants in receipt of housing support </li></ul>
    5. 5. Digital by Default <ul><li>Relevant to all of you, not just about social housing – many of the issues will be the same </li></ul><ul><li>NOW: Paper + Phone + F2F + Digital </li></ul><ul><li>FUTURE: Digital First + other routes if necessary </li></ul><ul><li>Possible? Desirable? Beneficial? </li></ul>
    6. 6. 30m people use the web every day Percentage population use of the internet Source: ONS 2010
    7. 7. Print media search, Thursday 14 April 2011
    8. 8. Who can easily use online services? In the 90%s (UK wide) <ul><li>Almost every adult aged under 45 (16 – 44 yrs) (96%) </li></ul><ul><li>Almost everybody earning > £20,800 (95%) </li></ul><ul><li>Almost everybody with a good GCSE/O Level or higher qualification (93%) </li></ul><ul><li>Almost everybody buying a house (94%) </li></ul><ul><li>Almost everybody with dependent children (92%) </li></ul>
    9. 9. Who is offline? (has NEVER used the internet) <ul><li>60% of the over 65s have never used the internet </li></ul><ul><li>55% of people with no qualifications </li></ul><ul><li>31% of people earning less than £10,399 </li></ul>
    10. 10. 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
    11. 11. Imagine : digital by default and all rent statements are online only <ul><li>≈ 60% tenants can access and have the skills to do this,  when realise information is more up to date than paper versions </li></ul><ul><li>≈ 30% want to get online and just need help and local access,  when someone shows them how to do it and where to access </li></ul><ul><li>≈ 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 </li></ul>
    12. 12. Be an advocate for digital <ul><li>Not just about money (although it does save money) </li></ul><ul><li>Don’t use the offline minority as an excuse </li></ul><ul><li>Articulate the benefits for your organisation, for the citizens, and for the community </li></ul><ul><li>Do focus on helping the offline to use your digital services </li></ul><ul><li>More people online using better services = improvement in quality of services </li></ul>
    13. 13. Thank You [email_address] T witter - @helenmilner www.ukonlinecentres.com www.slideshare.net/helenmilner