Consultant's Report on Digital Inclusion Activity in Scotland
As part of a wider Digital Inclusion policy review the Scottish Executive commissioned a consultant to produce a report on Digital Inclusion activity stemming from the 2001 strategy. The executive summary of this report is outlined below:
The last five years have seen a huge increase in the uptake of digital technologies in Scotland. More than half of us now have internet access at home, the majority through a high speed broadband connection. The use of ICTs is increasingly becoming part of the fabric of our day-to-day lives, at UK level we spent £16.5bn online last year and as much as 74% of jobs now require basic ICT skills.
However despite the appearance of an increasingly digital Scotland, our adoption of key consumer technologies is lagging behind the rest of Europe. If we want all the people of Scotland to truly reap the benefits of this digital age and ensure that our work force can effectively compete in the new global economy we must ensure that everyone irrespective of age not only has the basic ICT skills and access they need but, just as importantly understands what ICTs can do for them.
Although some geographic gaps remain, public access to ICTs has grown almost as rapidly as home access however a lack of unified branding and effective marketing in Scotland has meant that public awareness of access points has remained fairly low. Through the roll out of the 'People's Network', Scotland's Libraries have been leading the way in terms of providing inclusive and supported free public access to ICTs. Library authorities need continued support to maintain and enhance this well used service.
Although basic ICT courses are one of the most popular choices for adult learners what they are taught varies widely. Many learners who only require a basic introduction to using ICTs are being put off by courses which are too long or too complex for their needs. In addition practitioners need to be made more aware of accessible, tried and tested entry level material such as the BBC's Computer Tutor and Webwise courses for new users. To support this, a basic ICT skills progression route should be mapped and promoted to all providers.
The remaining 35% of Scots who have never used the internet are dominated by those who are already socially excluded in a variety of ways. For many in this section of the population engaging with ICTs has the potential to bridge more than just the digital divide. But before that can happen the unconnected must be given compelling reasons to engage with the online world. From the evidence presented in this report it would appear that the best people to demonstrate the advantages of using online services are the frontline staff of trusted intermediaries who are already successfully engaging these client groups:
- In Glasgow the 'Everybody online' project is working to provide homeless clients with the basic skills to use a wide range of relevant online services. Statutory providers experience obvious difficulties in contacting and maintaining a dialogue with clients who have no fixed address. Previous pilots using mobile phones were mostly unsuccessful as the beneficiaries often lost or sold the phones when money was short. Supplying the basic skills to operate a virtual email address has not only circumvented this problem but has opened the door to other opportunities for homeless clients.
- In Angus the 50+ project is using an outreach programme in care homes and day-care centres to demonstrate the range of online services such as benefits checkers and DfWP information relevant to its senior citizen client group. senior citizen client group.
- In Edinburgh the "EH - Your key to choice" online service has fundamentally changed the way people seek social housing. Rather than being allocated points and sitting on a waiting list, citizens can bid for up to three homes in whatever area of the city they choose. The convenience and expanded choice offered by the system means that that 60 per cent of clients seeking social housing in Edinburgh now search and apply on-line. Vacant property is now being filled more quickly and it is hoped that tenants will stay in their homes longer as they have been able to choose where they live.
Although there are numerous other examples of good practice, many frontline staff in the voluntary and statutory sectors still lack robust ICT skills and often have low awareness of the breadth of online practitioner support available to them as well as relevant services which would engage their clients. Past experience suggests that an online resource and accompanying support team is one of the most effective ways to plug this critical gap.
Skilled and connected practitioners have the potential to not only reach disadvantaged groups, who are often the most regular users of government services, but also to demonstrate the range of services available and the financial and other advantages of accessing these services online.