« Previous | Contents |
Listen
Evaluation of the Public Internet Access Point Initiative
6 Conclusions & Recommendations
This chapter summarises some of the key findings from the evaluation and sets out how the Executive might best target future resources for a similar type of Public Internet Access service.
6.1 Conclusions
6.1.1 Overall impact
The initiative's policy of putting cheap or free access in places where people already go is working. Users choose to use the PIAPs because they are convenient, cheap or free and often provide a comfortable environment.
They have provided access to around 100,000 users who lack home access, and around 40,000 users who have no other public access.
They have been particularly effective in attracting unemployed users and have had a greater impact on disadvantaged areas.
However they have not succeeded in attracting older people to any great extent, and are not a particularly effective way of getting new people to use the internet.
6.1.2 Targeting
It appears that two types of targeting have been successful to some extent in the PIAP programme, and it would make sense to focus on these areas of strength in the future:
- addressing current gaps in public access, especially in more remote rural areas; and
- targeting disadvantaged users in areas with low rates of home internet access.
6.1.3 General environment
The environment within which PIAPs are established is critical to their success. Those in the business sector were more likely to site them within the main business area and attract existing customers to use them. But many venues had crammed the PCs into small corners or back-rooms making the atmosphere off-putting.
The majority of machines we came across were either switched off or powered down. Many users had problems logging on and getting started. This is likely to be off-putting to anyone wanting to get quick access to the internet.
The PIAPs that had the best physical environment tended to be in venues with sufficient space to devote a specific area to the service.
6.1.4 Support
The other element that contributes to the environment quality is the level of staff support. In the majority of cases staff were friendly and helpful. But in a significant number of PIAP venues, we came across staff who were unable to provide effective assistance.
Lack of supervision is often a problem with PIAPs and hosts commonly report users accessing inappropriate material. Only a quarter of venues visited were supervised.
Guidance was only available in a minority of venues, and staff were available to help in less than half of all venues. The situation was better in the public sector where a third provided guidance and more than half had staff available to help. However 98% of those users who needed support had received it.
Although most hosts feel they can support users needs at least adequately, one in ten admit that they cannot support user needs very well, or at all. More than half of all hosts would like staff training and most would want it delivered flexibly in-house.
6.1.5 Technical problems and slow connection
Aside from opening hours, visibility and physical access, there are a number of practical barriers. In particular, lack of staff available to help with log-in, broken machines and slow connection which have all limited effective access in our own experience. These issues are likely to be even more daunting to someone wanting to try the internet for the first time.
Technical problems also take up valuable staff time, and are likely to put hosts off continuing to provide the service. A third of hosts identify a need for improved technical support.
Connection speed was a common problem and often prevents effective access. More than one fifth of users and a similar proportion of hosts highlight this as a problem, and it appears worse in remote rural areas.
6.1.6 Hosts' experiences
The vast majority of hosts thought that the Initiative was a good thing in their organisation. Most were motivated by providing wider services to their clients or to the public. Very few were motivated by increased trade or income.
However half of the hosts surveyed reported more people coming in as a result (49%). And almost as many considered it was an additional resource for staff (47%). Only 6% reported increased income as a benefit.
The main negative issues relate to the impact that running the PIAP has on staff time. This relates to both technical problems and supporting users. Often staff are not trained to adequately support user needs, and half of the staff dealing with users are unable to help them set up an email account.
6.1.7 Sustainability
Whilst the vast majority of hosts thought that putting in a public internet access point in their organisation was worthwhile (93%), most do not earn any income from providing the service. However very few are motivated by earning additional income so they may be prepared to bear the costs.
More than a third of hosts say they will continue the service after the Scottish Executive support runs out (36%) and a further 44% say that they probably will. Only about one in ten of the hosts say they are unlikely to continue the service.
6.2 Recommendations
6.2.1 Overall programme
In general terms the programme has been a cost-effective way of extending internet access, and it would make sense to continue to support services that are now up and running.
If the Executive wanted to focus on the key strengths of the programme it should focus on:
- Remote rural provision where there is no other existing public access; and
- Disadvantaged areas where home internet access rates are low.
Putting computers in existing businesses appears to be most effective in promoting internet awareness and use.
The most effective way of targeting disadvantaged groups is through agencies/ projects that currently work with them. This approach is effective in levering in the necessary support for these target groups.
6.2.2 Connection Speed
We would suggest that any future programme addresses the problem of connection speed which causes significant problems in many access points. With improving technology and the increasing availability of broadband, peoples' expectations will continue to rise.
The Executive may want to focus on providing fewer machines but with a better level of specification. The Executive should consider taking advantage of new technologies such as wireless networks to provide an improved level of service in areas where connection is currently poor and where household access to broadband is limited.
6.2.3 Environment
Any future programme should set out minimum requirements for the location and general environment of the access point including issues of space, visibility and accessibility.
The Executive should develop a good practice guide to provide hosts with advice on where to locate their access points and how best to set it up.
6.2.4 Support
The Executive should consider having a minimum requirement for some basic support for users. This may involve the host agreeing to have someone receive basic training in using the internet. Around half of users needed some form of support in using the internet at PIAPs and often staff are not available or able to help.
6.2.5 Getting started
The Executive should consider using software which provides a quicker and more straightforward start-up process. Many users and hosts experience problems in trying to log onto the service.
6.2.6 Training
A high proportion of staff in host venues are unable to provide even basic support to users. The Executive should consider developing self-administered training materials for host staff, or providing training sessions for staff.
6.2.7 Technical support
Any future programme should consider using a higher proportion of the budget towards providing technical support. This may involve a help-line, or more regular maintenance and trouble-shooting visits from technical staff.
6.2.8 Costs
The low cost of the internet access is one of the strengths of this programme. It will be important that the service continues to be available at a low cost, even if the level of service improves.
6.2.9 Marketing & publicity
If the service is to be sustained, the Executive should continue to carry out national advertising and promotional campaigns.
The Executive should consider developing more effective signage for the Internet Access Points, such as 'lotto' style signs.
« Previous | Contents |