The Scottish Government

Report on responses to the Scottish Executive Digital Inclusion Consultation

Background

Responses to this consultation were sought in relation to key issues and themes stemming from the 2001 strategy "Connecting Scotland's People". Questions were clustered under the headings of Marketing/Branding, Support, ICT Learning, Communities and Public Service Delivery. A "General" section at the end of the questionnaire asked respondents to comment on the contribution to be made by central government and local government as well as inviting the respondent to comment further or add anything they wished to their response.

Marketing/Branding

The majority of respondents supported the idea of better marketing and branding of Public Internet Access Points and training venues, and welcomed the idea of having a single national brand which included a range of public internet access. There was also majority interest in the introduction of a quality mark to ensure standards of access and support. However, some concerns were expressed about how these issues might be managed, whether confusion might arise and what the impact might be for some groups.

Support

The majority of respondents were in favour of a central point for sharing of Digital Inclusion best-practice and resources and around half of respondents were not currently involved in practitioner groups or networks. Expectations of the range and type of information and resources to be available included up to date reports and impartial advice on technology and software, guidance on accessibility hardware and software (including other language material), standards, legislative requirements, best practice guidance, awareness raising material, trainee support material, advice on seeking and obtaining funding and user and technical support.

ICT Learning

The majority of respondents considered it important that disadvantaged groups, regardless of geographic location or point of access, should have a consistent experience of using public internet access, accessing support and ICT training. They also thought that existing digital inclusion policy had been of little benefit to equality groups.

Most respondents considered there was a need for a nationally unified range of learning and support materials for delivery of ICT training to ensure consistency of approach and a large number indicated that they would be willing to contribute to the development of these and that the contents should be accredited by national organisations such as the Scottish Qualifications Authority.

However, it was noted that there was a need to ensure that the range was not prescriptive and allowed a degree of flexibility in design of content and delivery methods. In addition, some respondents highlighted that many learners, for a number of reasons, were discouraged from learning by the need for testing to achieve formal qualifications.

Communities

The majority of respondents felt there was a need for additional support to be given to remote or rural communities which might lack a public internet access venue and suggestions for this included mobile learning and access, wireless networks, laptop loan schemes and simply better public internet access provision. In addition some respondents highlighted the access difficulties associated with broadband for rural communities.

For users and learners for whom English is not a first language or for whom cultural factors played a part in preventing access, it was suggested that ICT learning be linked to English for Speakers of Other Languages (ESOL) teaching, that culturally appropriate materials be developed for working with some groups and that making provision for single sex training and user groups for example, might play a part. A few respondents suggested a need for training to be delivered in other languages or supported by materials or equipment in other languages. In addition, it was suggested that Individual Learning Account (ILA) registration be open to community or other groups that met the criteria in terms of content design and delivery.

The majority of respondents felt the Scottish Executive should promote and support the development of community based portals and support the provision of relevant content. In response to the question about what support was required to do this, funding, training, access to technical support and the level of local support and partnership working were considered important. An important issue, raised by many respondents was the need to ensure web accessibility for a range of groups and individuals, particularly blind or partially sighted users.

Public Service Delivery

Most respondents felt that the way in which public services were currently delivered did not adequately support disadvantaged groups and that we needed to make more effective use of technology to improve service delivery for these groups. Some respondents stressed the need to ensure that there should not be a requirement to engage with electronic services as many individuals preferred and needed a face to face service.

It was recognised that it could be difficult to offer incentives to disadvantaged groups to encourage usage of electronic services. However, suggestions included ensuring that the electronic service was very easy to use and offered a high level of service. Many respondents also favoured financial incentives such as a reduction in payments for paying online. However, it was recognised that digitally excluded people often suffer from financial exclusion and indeed that for some potential users from disadvantaged groups, the cost of broadband was itself an issue and that service design should be user led rather than service led.

A range of intermediaries were identified as having a role in promoting use of electronic services including library staff, voluntary organisations, representative groups and bodies and those working in customer facing roles in delivering public services. A high number of respondents also felt that a channels strategy which identified delivery channels which were particularly effective for specific services and customer groups could contribute to improving delivery of public services.

General

Many respondents felt that the Scottish Executive had a role in leading or building a partnership to develop and promote a new strategy. Some felt the Scottish Executive role was to fund and support local initiatives.

Many respondents felt that local authorities should build on existing local provision and infrastructure to provide the needs of the community, meet the range of policy requirements including equality issues and promote these. It was recognised that Local Authorities had a role in monitoring and reporting to the Scottish Executive. Some respondents recognised the role that the private and voluntary sectors have in promoting and supporting digital inclusion.

A number of respondents expressed the view that the People's Network had made a strong contribution to digital inclusion and some organisations encouraged the Scottish Executive to examine this.

The Scottish Executive will develop a strategy using the findings from research, evaluations and this consultation exercise. This will be supported by an action plan which will be developed in discussion with a range of stakeholders over coming months.