The Scottish Government

« Previous | Contents | Next »

Listen

Evaluation of the Public Internet Access Point Initiative

2 Meeting objectives

The Scottish Executive established the PIAP initiative in order to widen public internet access, target disadvantaged groups and raise ICT literacy. This section looks at how well it has met its objectives, and highlights some issues that the research has identified.

2.1 Have they widened public internet access?

2.1.1 Overall impact

By Spring 2004 the Executive had funded around 725 PIAPs across Scotland. This meant that 95% of the urban population and 93% of the rural population had been covered according to the Executive's access criteria. This means that the population with access is, in theory, around 4.8 million as outlined in Figure 2-1, representing 94.6% of the overall population.

Figure 2-1 Population within Public Internet access catchments

Source: Scottish Executive openscotland and Census 2001 GRO(S)

So the broad access target appears to be almost met. But this means that there are still around 272,000 people without the recommended level of public access, and three quarters of these are in urban Scotland.

Figure 2-2 shows the level of geographical coverage of Public Internet Access Points as at November 2003.

Figure 2-2 PIAP Coverage across Scotland - November 2003

Source: Scottish Executive 2004

2.1.2 Effective access

Whilst the PIAP initiative has extended access to most of the population in theory, our research so far has highlighted a number of issues relating to how effective public access is on the ground. So in looking at effective access we need to consider:

• How many have closed down;
• How many are genuinely accessible to the public;
• How many are physically accessible to all people; and
• How many have problems with hardware or connection.

This will allow us to establish the extent to which the funded PIAPs are providing genuine public access to the internet.

2.1.2.1 Visibility and accessibility

As Figure 2-3 shows, not all PIAP venues were visible and accessible. Our mystery shopper visits found that business venues were most likely to be easily found (81%) and visible from the street (64%). Nearly three quarters of business PIAPs were also on the ground floor (73%); although nearly half were not readily accessible to prams and wheelchairs.

Figure 2-3 Visibility and accessibility by sector

Source: Hall Aitken Mystery Shopper visits n=139

Public sector PIAPs were generally easier to find than community sector ones (69%) and were most likely to be fully accessible to prams and wheelchairs (62%). But they were less likely to be located on the ground floor (62%) and visible from the street (54%) than those in the business sector.

Our area survey found that awareness of PIAPs was lowest in the two areas which were within the catchment of Community sector provision, supporting the notion that these venues are not as visible to the general public.

Our visits found that there are also differences in the proportion of venues in the different sectors locating their machines in the main business area of the venue. Only a third of community sector and 38% of public sector venues did so. However, more than half of business venues located their Internet Access Points within the main area of business, perhaps increasing the likelihood of use. This may reflect a greater sensitivity among the business sector for customer needs - particularly those of the general public.

However the location of some of the Internet Access Points within venues limited their use. Some examples of this are:

• one in a hotel was located in a 'windowless cupboard next to the gents';
• some within shops are squeezed in between shelves of goods;
• several in pubs are in a side room that is difficult to find; and
• one was in an office being used to hold interviews and was therefore not accessible.

2.1.2.2 Getting online

Problems with equipment and internet connection were fairly common. In our visits we found that four venues had (some) machines that were not working (3%). We came across seven venues where effectively getting online was not possible because the connection either would not dial up, or was so slow as to be of no use (5%). Our user survey found that one in five users viewed slow connection as a disadvantage of the service.

2.1.2.3 Paying and booking

Other potential barriers to using the internet at PIAPs are the cost and the immediate availability of access. Public sector PIAPs were most likely to charge, with nearly a third having a fee. But none of the public sector PIAPs we visited needed to be booked in advance. The need to book was most likely to be a constraint within the community sector, although this sector was most likely to provide free internet access.

Other barriers to using the PIAPs involved:

• having to register and wait;
• having several forms to fill in;
• having to be guided through several occupied rooms to find the internet point; and
• having to get hold of a key to unlock the room the PC was in.

2.1.2.4 Staff support

While the PIAP Initiative does not have any specific support associated with it, there is still a need for some level of staff assistance for basic use. We encountered problems at four venues due to staffing issues. In three instances there was no one around who could log onto the machine or assist with connection problems. In one, the member of staff was too busy to log onto the machine for someone.

2.1.2.5 Net effective access

Our mystery shopper visits indicated that of the 139 we visited:

• 7% had closed down or had stopped providing internet access;
• a further 2% were not open due to refurbishment;
• 2% were not open at the time of the visit; and
• 2% did not allow access for non-patrons.

If we also include those in which we were unable to get onto the internet, only 81% provided effective public internet access.

2.1.3 Overall user numbers

It is difficult to arrive at definitive figures for the overall number of people who have used PIAPs for several reasons.

• Most venues do not record use levels.
• Those that do may not be staffed to ensure users sign in.
• In rural areas, many are used by tourists.
• It is difficult to gauge the level of repeat use.

Nonetheless it is useful to make an estimate based on the available information we have from:

• Hosts estimates of weekly and monthly use; and
• The six area surveys carried out within the catchment areas of different types of PIAP provision.

With these two sources we can provide a check on the numbers of users claimed by hosts against the number of people who say they have used the PIAP in the areas surveyed. If we apply the overall average usage rates from our research to the wider urban and rural resident population figures, this gives us an estimate of 187,381 as Figure 2-4 shows.

Figure 2-4 Estimated Programme Level User Numbers

Using the median usage rates for rural and urban areas provides a very similar estimate (184,500).

These figures tally broadly with data from the host and background surveys; although in many venues in rural areas, tourists boosted user numbers significantly in the summer months. From 280 host venues which provided information, we estimated a monthly user figure of 31,000 for all 725 PIAPs.

From the follow-up survey we can say that repeat use appears fairly high, so we have estimated that each month 20% of users are new, and 80% are return users. Over a period of one year this would mean that approximately 230,500 people use PIAPs. Although this figure is higher than the estimate in Figure 2-4, this figure will include tourists and non-residents using the service, as well as residents living within the local catchment.

Given the difficulties in providing estimates outlined above, it may be reasonable to use a range. So we estimate that between 170,000 and 250,000 people had used the PIAPs between Autumn 2002 and Autumn 2003.

2.2 Awareness of Public Internet Access

Across our six area surveys, 27% of respondents were aware of their local PIAP. This figure was highest where the access was located in an existing location that was well used such as a video shop or a local general store (33%). In the two areas where the access point was in a community centre, public awareness was lowest (16% to 21%). This tends to suggest that community facilities are only used by certain sections of the community, and are perhaps not always the most effective way of reaching a wide range of people.

Awareness of the PIAP also tended to be higher in rural areas where people were perhaps more likely to come across the PIAP.

There is evidence from our user and follow-up survey to suggest that using PIAPs is raising general awareness of internet access. In the initial survey, 20% of respondents did not know of anywhere else apart from their home or the PIAP to get access to the internet. When the same group were surveyed three months later, the proportion not aware of alternative access had dropped to less than 1%.

Figure 2-5 Awareness of Public Internet Access Points within six catchment areas

Source: HA Area Surveys n=1978

2.3 Other internet access

2.3.1 Home internet access

Overall 47.6% of the PIAP users surveyed had home internet access; although only 40.6% had access for the whole household. This means that more than half of the users do not have home access (52.7%). But this varies with the economic situation of individuals; and 82% of unemployed users surveyed had no home access.

According to the ONS, 41% of households had home internet access in Scotland in summer 2003, so it would appear that PIAPs are attracting slightly more people with home access than in the population as a whole. But the programme is clearly attracting significant numbers of users without home access.

Some 60% of users of PIAPs in towns and urban areas do not have home access, while a slight majority of users in rural and remote rural areas do have home access. There is little difference by PIAP sector in the proportion of users who do not have home access.

A higher proportion of PIAP users in socially excluded areas do not have home access (59%). This suggests some success in targeting disadvantaged groups in these areas.

Of those who responded to the follow up survey 45% still do not have internet access at home and 7% have got internet access at home since coming to the PIAP. Of those who do not have internet access at home around a half are considering getting access.

2.3.2 Access elsewhere

Nearly a quarter of PIAP users have no other public access, or at least know of none (24%). This figure is even higher in remote rural areas, where 30% have no other access apart from those who have access at home.

Libraries are the most widely cited other source of internet access, and this is particularly so in urban areas, where more than half the PIAP users knew they could get internet access (56%).

Over a quarter of PIAP users could access the internet at a friend or relative's house (26%), and one in five could do so at a school or college (22%). But those using PIAPs in remote rural areas were less likely to identify alternative access points, apart from their place of work.

Figure 2-6 Awareness of other internet access by rurality

Internet cafes appear best known to younger age groups aged under 25 with a quarter of users in these age groups mentioning them.

As Figure 2-7 shows, PIAP users in socially excluded areas appear equally likely to know about alternative access points, although the sources of access tend to differ from those in other less disadvantaged areas. Users in disadvantaged communities are much more likely to cite libraries, community centres and learning centres and less likely to identify school, work, internet cafes or friends' and relatives' houses as providing internet access. This perhaps reflects investment in community learning and ICT through SIPs and initiatives such as Digital Champions.

Figure 2-7 Awareness of other internet access by social disadvantage

Our area surveys found that libraries were the best-known source of public internet access (14%) aside from PIAPs. And more than a fifth of the 45-54 year old age group were aware of internet access at libraries suggesting that age may be a factor in awareness of different sources (22%).

Figure 2-8 Changes in awareness of other internet access sources among PIAP users

Source: HA Follow up survey, n=208

Our follow-up survey has found that users three months on have found other places to get access to the internet as shown in Figure 2-8. In the initial survey a fifth of respondents knew of no other access source, whereas three months on every respondent apart from one knew of places to access the internet apart from the PIAP and their own home. This suggests that using the PIAP raises general awareness of the internet.

2.3.3 Encouraging more home access

Although not a stated aim of the initiative, the Executive also hoped that by trying the internet and extending their experience of it at a PIAP, many of the users who didn't have home internet access would feel motivated to get it.

• Of the respondents to the follow up user survey, 7% of those who had not had home internet access in the first survey did by the follow up survey; and
• Of those who had not yet got home access, around half (49%) were considering it.

Although only a small sample, this suggests that home internet access is likely to increase more quickly among PIAP users. However for some having adequate internet access at the PIAP will mean they do not need to get home access.

The main barriers to getting internet access at home have changed from the initial user survey. More people now state that they have adequate access elsewhere but less because they do not have a computer or because of the cost of equipment or maintenance.

Figure 2-9 Reasons for not getting home internet access

Source: HA Follow up survey, n=208

2.4 Have PIAPs reached disadvantaged groups?

The main criteria for funding a PIAP was increasing the population within the catchment area of public internet access. But in addition the Executive funded PIAPs that would serve socially disadvantaged groups who may not use other local public internet access. This would include:

• people who are personally disadvantaged, such as lone parents or those from black and minority ethnic groups; and
• people living in disadvantaged areas.

So, in Glasgow there are three PIAPs within a mile of each other targeting different groups. These serve lone parents, ethnic minorities and unemployed people in off-street locations that specialise in offering each group a wider range of services including internet access.

Most PIAPs targeting particular disadvantaged groups appear to be within the community or voluntary sector. A third of PIAPs are in areas categorised by the Executive as "socially disadvantaged" (33%). As Figure 2-10 shows, these are particularly concentrated in urban areas, where two thirds of the PIAPs are within socially excluded postcodes.

Figure 2-10 Targeting Socially Excluded Areas (SEAs)

Source: Hall Aitken analysis using rural/urban classifications by Databuild and socially excluded classifications from Scottish Executive

Economic status is another factor of disadvantage and our user survey found that 14% of PIAP users responding were unemployed. This is more than three times the overall unemployment rate across Scotland. Figure 2-11 shows that Community/Voluntary sector PIAPs attracted a higher proportion of unemployed users (15%). This is perhaps because this sector is more likely to target disadvantaged groups. However business sector PIAPs also attracted a high proportion of unemployed users, and public sector PIAPs were not far behind.

Figure 2-11 Centres attracting disadvantaged groups

Source: HA User Survey, n=670

Our user survey has identified a number of areas where PIAPs appear to be successfully targeting more disadvantaged people:

• Users within socially excluded areas were more likely to be nervous or wary about using the internet, and were more likely to need help;
• A higher proportion of users in socially excluded areas did not have home internet access (59%);
• PIAP users in disadvantaged areas were more than twice as likely as users elsewhere to be using the internet to look for jobs (36% compared to 16%); and
• A higher proportion of users in disadvantaged areas stated that their ICT skills had improved since using the PIAP (85%).

2.5 Are the PIAPs raising ICT literacy?

Given the issues around support raised by the mystery shopping visits and the likelihood of attracting people who already used the internet, could the PIAPs succeed at raising ICT literacy?

We asked users if their internet skills had improved since they have been using the PIAP.

• 78% said their internet skills had improved since they'd been using the PIAP;
• 45% said they were using the internet for things they wouldn't or couldn't before - for research, e-commerce, job search or e-mail;
• 64% also said they use the internet for longer at the PIAP because it is cheap or free.

2.5.1 Using the internet for new things

We asked PIAP users whether they were now using the internet for things they couldn't or wouldn't before. Overall 45% of users said that they were, and this was again linked to age. Figure 2-12 shows that PIAPs are having a greater impact on expanding the internet skills of older age groups. More than half of the 55 and over age groups were doing new things using the internet (54%), compared to only a third of the under 16 age group (32%).

The most common new things were:

• E-mail (15%);
• Looking for Job vacancies (13%);
• Booking travel tickets (13%); and
• Shopping (13%).

Users in urban areas appear to be more likely to be using the internet for new things (48%) compared to users in remote rural communities (41%). And users in socially disadvantaged communities are also more likely to have expanded their internet use (48% compared to 40%).

Figure 2-12 Increased use or skills by age group

Source: User Survey n=670

Using the PIAPs has also led to improved internet skills for the vast majority of people (79%). And 40% had said their skills had improved a lot. There was less of a variation by age in terms of improving skills, although a slightly higher proportion of users aged 55 and over said their skills had improved. More than half of unemployed users said that their internet skills had improved a lot (57%), with 85% identifying some level of improvement.

Users in public sector (88%) and community sector (82%) PIAPs were more likely to identify improved internet skills than users in the business sector (70%). And 85% of users in socially excluded areas identified improved skills; 49% saying that their skills had improved a lot.

« Previous | Contents | Next »