2024-11-04 - Digital Exclusion - Final
Renfrewshire Council · 4 November 2024
Back to Audit, Risk and Scrutiny Board — 4 November 2024 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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___________________________________________________________________ To: Audit, Risk and Scrutiny Board On: 04 November 2024 ___________________________________________________________________ Report by: Director of Finance and Resources ___________________________________________________________________ Heading: Audit Scotland Report on ‘Tackling Digital Exclusion’ ___________________________________________________________________ Summary 1. Audit Scotland regularly publishes national reports on matters relating to local government in Scotland. This report provides an overview of the recently published audit on Tackling Digital Exclusion, which has been summarised for Board members and provides an overview of the challenges and recommendations outlined by Audit Scotland regarding digital exclusion in Scotland. 2. As digital technology continues to transform public services, addressing digital exclusion is essential to ensuring that everyone can participate fully in society, access essential services, and benefit from the opportunities that digital connectivity offers. 3. The audit adopted a human rights-based approach, allowing people with experience of digital exclusion and use of digital services to participate in and inform the audit and comprised of the following three parts, which aims to inform, provide assurance, and support improvement: • What is digital exclusion? • How well is the public sector tackling digital exclusion? • Enabling digital inclusion
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2 Recommendations 4. It is recommended that members of the Audit, Risk and Scrutiny Board: • Note the content of this report; and • Note the considerable collective action already in place across Renfrewshire to support and enable digital inclusion, whilst ensuring no one is left behind; • Note plans to further strengthen digital inclusion activity across Renfrewshire as referenced at paragraphs 25, 26, 34-38 and 43-48. Audit Scotland Report on Tackling Digital Exclusion 5. In August 2024, the Accounts Commission and Auditor General published their joint Digital Exclusion Report, with the overall aim of considering how well public bodies understand digital exclusion and are taking action to reduce it. This briefing considers the context of the report and its recommendations and sets out how Renfrewshire’s person-centred and place-based approaches have been highlighted as an exemplar by Audit Scotland. 6. The report, “Tackling Digital Exclusion,” prepared by Audit Scotland, provides a comprehensive assessment of public bodies’ efforts to address digital exclusion. Digital technology has become integral to everyday life, from public services to education and social connections. However, it notes that not everyone can access or benefit from digital resources. The report also highlights the extent of digital exclusion in Scotland, the public sector’s response to it, and the key challenges ahead. 7. The Report explains that digital exclusion, sometimes called digital poverty, can change over time, and can affect people in many ways, including: • Inability to afford an appropriate device or internet connection; • Not having the skills and confidence to use digital technology; • Having a fear or mistrust of using online services or lack motivation to do it; • Having difficulty in accessing digital services and devices or an internet connection; • Being unable to keep up with the pace of change of digital technology. Key messages from the Audit 8. The Report notes that digital exclusion can have a severe impact on people’s lives and for public service reform to be effective it needs to make sure that digitalisation leaves no one behind. The key messages from the Audit, include:
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3 • Digital technology has brought benefits to many of Scotland’s people and communities. • In an increasingly digital world not everyone can get the services and support they need or are entitled to. • This has a severe impact on some people’s lives, which public bodies are often not aware of or do not consider when moving services online. • The public sector response to digital exclusion increased significantly during the pandemic. • But national leadership for tackling this critical issue has weakened since then and momentum has now slowed. • Significant pressures on public finances mean that the Scottish Government and councils are making difficult choices about public spending priorities, including reducing the direct investment in tackling digital exclusion. • All public bodies have a responsibility for enabling digital inclusion in their programmes for reform. The Scope of Digital Exclusion 9. The report presents key statistics that illustrate the prevalence of digital exclusion in Scotland: • 15% of Scotland’s adults lack essential digital skills, such as the ability to turn on a device or browse the internet. • 9% of households lack an internet connection. • Lower-income households are disproportionately affected, with 69% of households earning less than £10,000 having internet access compared to 99% of households earning more than £40,000. 10. Additionally, rural areas often experience poorer connectivity, further exacerbating the exclusion of rural communities from digital services. As digital technology becomes central to public services, the risk of excluding those who lack digital access grows. This exclusion can affect access to healthcare, education, and employment opportunities and can result in greater social isolation. 11. Digital exclusion can prevent individuals from realising their human rights. For example, it can limit their access to education, social security, and healthcare services. The Audit notes that online public services often do not consider the needs of digitally excluded people, placing them at a further disadvantage. The report emphasises that digital inclusion is a fundamental aspect of securing equal access to services and protecting individuals’ rights.
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4 The Public Sector’s Response to Digital Exclusion 12. The COVID-19 pandemic accelerated the digitalisation of services and brought digital exclusion to the forefront. During this period, the Scottish Government, councils, and third-sector organisations worked together to mitigate the impact of digital exclusion on vulnerable populations with key initiatives including: • Connecting Scotland: Launched in May 2020, this program provided digital devices, internet access, and skills training to over 61,000 households across Scotland. The initiative supported vulnerable groups, including low-income families, socially isolated older adults, and people at high risk of COVID-19. • Digital Participation Charter: This initiative promotes an inclusive and ethical approach to digital services and provides organisations with tools and resources to foster digital participation. • Place-Based Approaches: Several councils, including Renfrewshire Council, adopted local strategies tailored to address the unique needs of their communities. Renfrewshire’s approach is highlighted as an exemplar in Case Study 3 of the Audit Report, which also references programmes like Stirling Council’s tablet lending service and Perth and Kinross Council’s consultation efforts are examples of place-based responses to digital exclusion. Challenges and Declining Momentum 13. Despite early success, the momentum in addressing digital exclusion has slowed since the pandemic. The report identifies several key challenges: • Weakened National Leadership: Leadership at the national level has diminished, with unclear responsibilities and a lack of coordination in delivering digital inclusion. • Reduced Funding: The Scottish Government reduced its funding commitments to programs like Connecting Scotland. The budget for 2023/24 allocated only £1.3 million, a significant drop from the previous investment of £50 million during the pandemic. • Lack of Clear Strategy: Although the Scottish Government and COSLA launched a national digital strategy in 2021 with the aim to “leave no one behind,” the strategy lacks a clear action plan, roles, responsibilities, and accountability mechanisms. The report highlights the need for a refreshed strategy to address these gaps.
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5 Enabling Digital Inclusion 14. To truly enable digital inclusion, public services must prioritise inclusivity in service design and delivery. The report outlines a set of key principles for enabling digital inclusion, which includes: • Collaboration: Cross-sector collaboration is essential, including partnerships between public bodies, third-sector organisations, and private providers. • Accessible Services: Services should be designed to meet the needs of all users, ensuring that non-digital or assisted digital options are available for those who cannot access online services. • Digital Literacy and Confidence: Public bodies should invest in digital skills training for both staff and the public, ensuring that individuals have the confidence to navigate the digital world. • Affordability: Access to affordable devices and internet connectivity is a crucial aspect of digital inclusion, especially for low-income households. Public bodies should support initiatives that make devices and data more accessible. Audit Report Recommendations and Conclusion 15. The report provides detailed recommendations to ensure that digital exclusion is effectively tackled across Scotland, noting specific recommendations for: • The Scottish Government and CoSLA; • The Scottish Government; • CoSLA; • All public bodies, including the Scottish Government, councils, NHS boards and others; and • Councils 16. The report concludes that while digital inclusion is critical to Scotland’s public service reform agenda, efforts to tackle digital exclusion must be revitalised. There is a need for renewed national leadership, clear strategies, and sustained investment to ensure that no one is left behind in the digital age. The Scottish Government and public bodies must work together to develop and implement comprehensive solutions to address digital exclusion and enable equitable access to digital services for all.
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6 Enabling Digital Inclusion in Renfrewshire 17. Renfrewshire has a strong history of enabling digital inclusion through multi and cross-sector collaboration with our partners. This work has been commended by Audit Scotland and is highlighted as a case study in their Tackling Digital Exclusion Report. 18. A key recommendation within the Report specifically for Councils is to: • “Work with partners to develop a clear approach to tackling digital exclusion as part of their strategies and plans, based on an understanding of digital exclusion locally, who is affected and how. They should map out local resources and assets across the public, private and third sectors, and provide clear routes to digital support and accessible information on the support available to local communities.” 19. The following paragraphs highlight the breadth of digital inclusion activity being delivered by partners across Renfrewshire to enable digital inclusion and ensure no one is left behind. DigiRen Network 20. DigiRen is one of two key vehicles for both driving and delivering digital inclusion through multi and cross-sector collaboration. 21. Over 180 individuals from over 80 unique local and national organisations, DigiRen represent the Public, Third, Community and Voluntary, Academia and Social Housing sectors that all share a common goal of promoting Digital and Data inclusion in Renfrewshire. 22. In September 2024, DigiRen hosted a joint hybrid event in Paisley Central Library, where almost 100 delegates attended either in person or online. The event coincided with the Digital Poverty Alliance’ National End Digital Poverty Day and provided a platform for Audit Scotland to present their findings from their Report and this was followed by a digital inclusion showcase covering the following themes: • Keeping People Safe, Confident and Protected through our innovative RenSafeOnline Programme • Enabling and empowering older adults using digital; • Enabling and empowering Children and Young People using digital; • Enabling and empowering people within a health and social care setting using digital;
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7 23. Audit Scotland commended and highlighted the approach taken in Renfrewshire as an exemplar at the event and members can watch the recording of the event at https://www.youtube.com/watch?feature=shared&v=i29tmmVKOMs Demonstrating impact through cross-sector collaboration 24. Work to understand the impact and provision of digital inclusion in Renfrewshire has been progressed at pace and during 2023/24 DigiRen partners collectively: • Helped over 86k people get online; • Delivered 800+ digital related courses; • Supported around 50 businesses around digital; • Have access to over 100 online safety ambassadors through our RenSafeOnline programme. • Have access to almost 200 Digital Champions • Distributed almost 700 devices / connectivity. 25. In November, DigiRen will be hosting its first every DigiKnow(vember), 5 days of activities to promote digital and data inclusion to help build a digitally inclusive Renfrewshire. 26. Over 20 partners to date, have pledged their support which will involve a series of both online and offline events including, 1-2-1 & group sessions, volunteering opportunities, showcases, webinars and more. Citizens Voice Forum 27. Citizens Voice Forum seeks to co-design digital inclusion solutions by taking a person-centred and place-based approach and by working with organisations involved in delivering digital inclusion as well as those impacted by digital exclusion. 28. Members of Citizens Voice agreed the following priorities and updates have been provided in the paragraphs below: Digital Champions Programme 29. Digital Champions play a key role in helping people build capacity, capability, and digital skills to help them navigate the digital world. 30. Last year, following a successful bid via the Fairer Renfrewshire Fund, a Digital Champion Coordinator was recruited on a 2-year temporary basis.
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8 31. The post was filled in May 2023 and is hosted within Renfrewshire Libraries (ONEREN) and continues to play a vital role in promoting digital and data equity across Renfrewshire. 32. To date, the project has: • Supported 696 Learners across 6 libraries. • Issued 156 pre-loaded data SIMs to families from a low-income household. • Recruited and trainee 27 Committed Digital Champion volunteers. • Collectively delivered over 1,000 Volunteer hours. Almost 900 in this year alone. 33. A Digital Champions Network has now launched, and is available to all Digital Champions, or organisations hosting Digital Champions across Renfrewshire, which: • Connects Digital Champions with other Digital Champions and provide a space for Peer-to-Peer support and networking. • Provide up to date information to all Digital Champions or local third sector groups and training offers. • Provide space for organisations to request the support of other Digital Champions in the area. Digizones 34. A Digizone is a place where people can Connect, Learn, and Explore through having online access and offers a variety of services to enhance a person’s digital experience. 35. Digizones will help to further strengthen our approach and help to build a digitally inclusive Renfrewshire by building capacity, capability and awareness of digital inclusion and help tackle loneliness and isolation by bringing people together. 36. This will be delivered using “a trusted face in local place” approach where people will be able to access either a mix or all of the following: • Connectivity; or • Digital Device; or • Digital Skills Support; or • Signposting – to where a person can access digital inclusion supports. 37. A sub-group has been progressing this work at pace and during National Get Online Week, between 14-20 October 2024, Digizones started rolling out in over 21 venues and a mobile Digizone, using the Skoob Mobile, across Renfrewshire.
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9 Community-Led Secure Device Recycling Project 38. Council and ONEREN Officers are exploring options to develop a community- led secure device recycling project, linked to employability. The project seeks to provide a pathway for our citizens, communities, and businesses to recycle their digital devices and where possible, devices will be refurbished and used to support digital inclusion in Renfrewshire. Keeping People Safe, Confident and Protected online 39. Evidence shows that if a person is not confident or motivated then they won’t go online. One of the many approaches adopted in Renfrewshire to help Keep People Safe, Confident and Protected Online is via an innovative approach through our RenSafeOnline Programme. 40. RenSafeOnline is a collaboration between Renfrewshire Council and Get Safe Online, the UK’s leading internet safety website, that provides unbiased, factual, and easy-to-understand information on online safety. Its mission is to support Renfrewshire Council’s aspirations by taking a hyperlocal and place- based approach using byte-sized messaging and is available to anyone living, learning, or working in the Renfrewshire area. 41. Lead by the Council’s Security and Compliance Manager, RenSafeOnline is helping to build confidence, capacity, and resilience when it comes to online safety by providing greater awareness of online scams and harms and educating people about the various layers and preventative measures available to keep them safe. 42. To date, RenSafeOnline, through their internationally certified Online Safety Ambassador programme has: • Recruited and trained almost 150 Online Safety Ambassadors; • Issued monthly focussed campaigns via DigiRen Network; and • In March 2024, Renfrewshire hosted its first ever Cyber Escape Room Experience where over 400 people participated by completing a series of puzzles and riddles with the aim of beating the hacker. Connecting Communities through Council Managed Secure Public Access WI-FI 43. Through Renfrewshire Council’s Connectivity as a Service Framework, our Secure Public Access WI-FI is enabling greater collaboration opportunities in the Digital Inclusion space.
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10 44. Renfrewshire is recognised as one of the best-connected regions in the UK, with over 92% coverage of gigabit capable broadband; 45. Once fully rolled out Free Secure Public Access WI-FI will be broadcast from up to 180 Council venues, including in 3 town centres across Renfrewshire. 46. Last year, the Council’s Public Access WI-FI helped connect around 60K people to the internet and in terms of Fairness, our infrastructure now offers greater flexibility, particularly: • Across our Learning Estate; by providing internet in areas both inside and outside schools; • Providing Internet Access TO AND THROUGH our Care Homes; • Providing Internet Access TO AND THROUGH our Children’s Homes; • Providing Internet Access in Communal Areas in our Sheltered Housing complexes; and • Supporting many of our vulnerable citizens within a Health & Social Care Setting to get online; Smart Social Housing / Assets 47. Renfrewshire Council has a vision for enabling Smart Social Housing across our portfolio of 12,000 social homes to improve the health and wellbeing of our tenants, to tackle poverty and inequalities head-on, and to enable prevention and service sustainability at scale. 48. Work has been accelerated at pace to determine the financial viability and sustainability of this first-of-type invest to save model. This could result in the deployment of a digital bundle of superfast broadband and IoT environment monitoring into 10,000 social homes. This has the potential to provide the foundation for deploying a portfolio of in-the-home digital solutions to powerfully enable housing as a social determinant of health and to shift the balance of care by keeping people safe, well, and socially connected in their own homes.
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11 __________________________________________________________________ Implications of the Report 1. Financial – none arising from the report; however, Audit Scotland publications note the Scottish Government should consider funding priorities and funding requirements for an updated digital strategy and plan for tackling digital exclusion as part of medium-term financial planning. 2. HR & Organisational Development – none arising from the report. 3. Community/Council Planning – none arising from the report, though a key recommendation notes the importance of public bodies building digital inclusion into strategies and design for digital services and reform, aligned with Scottish Digital Services Standards, and carry our equality and human rights impact assessments. 4. Legal - none 5. Property/Assets – none 6. Information Technology - none 7. Equality & Human Rights – none arising from the report, though it notes that requirement for equality and human rights impact assessments when building digital inclusion into strategies and design for digital services and reform. 8. Health & Safety – none 9. Procurement – none 10. Risk – none arising, though the publication referred to highlights that building digital inclusion into strategies is key to public service reform. 11. Privacy Impact – none 12. COSLA Policy Position – none 13. Climate Risk - none arising from this report, though some of the projects which enable digital inclusion e.g. community-led device recycling project, will positively contribute to Renfrewshire Council’s climate agenda. 14. Children’s Rights: none _______________________________________________________
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12 List of Background Papers: Audit Scotland report: Tackling Digital Exclusion __________________________________________________________________ Author: Patrick Murray, Head of Digital, Transformation and Customer Services patrick.murray@renfrewshire.gov.uk