Digital_exclusion_report_presentation_slides_Argyll_Bute_meeting_260924
Argyll and Bute Council · 26 September 2024
Back to Argyll and Bute Council — 26 September 2024 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
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David Love Jillian Matthew 26th September 2024 Tackling digital exclusion
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2 Tackling digital exclusion | Audit Scotland Aim of the audit Consider how well public bodies understand and are tackling digital exclusion. Report is in three parts • Inform: Part 1. What is digital exclusion? • Assess/assure: Part 2. How well is the public sector tackling digital exclusion? • Improve: Part 3. Enabling digital inclusion
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Key messages – summary Digital exclusion can have a severe impact on people’s lives. Effective public service reform needs to make sure that digitalisation leaves no one behind. • Digital technology has brought benefits to many of Scotland’s people and communities. But not everyone can get the services and support they need or are entitled to. • Exclusion has a severe impact on some people’s lives, which public bodies are often not aware of or don’t 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 Scottish Government and councils are making difficult choices about their spending priorities, including reducing investment in tackling digital exclusion. • All public bodies have a responsibility for enabling digital inclusion in their programmes for reform. 3
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4 What is digital exclusion? Digital exclusion can change over time (sometimes also called digital poverty). It affects people who: • are unable to afford an appropriate device or internet connection • do not have the skills and confidence to use digital technology • have a fear or mistrust of using online services or lack the motivation to do it • have difficulty in accessing digital services and devices or an internet connection • are unable to keep up with the pace of change of digital technology.
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Impact of digital exclusion • Making it harder to access services • More difficult to search for and apply for jobs • More difficult for parents to engage with their children's education • Preventing people shopping on-line getting better deals • Incurring debts or unable to make payment • Increasing social isolation 5 “I feel like there is a lot going on and I just can’t be a part of it. It’s not that I don’t want to be a part of it, I just don’t know how to get started and everything will just continue on without me.” “Many young people finish school in the area, leave to go to university and college, (and) ideally they would then move back. But many don't see it as an option because they aren't able to work from home and there aren't enough job opportunities locally.”
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How well is the public sector tackling digital exclusion? • Connecting Scotland – supported >61,000 households to get online, around £50 million in funding from May 20 - December 21, targeted people at high risk of Covid-19, young care leavers, families with children, socially isolated older and disabled people, and low- income households. Funding for next phase has significantly reduced. • Digital Participation Charter and a new Digital Inclusion Alliance – limited progress – new Digital Inclusion Charter just launched • Progress in some areas of SG but better coordination needed across govt. e.g. Digital health and care testing models, SSS good practice supporting people not online • Digital devices and connectivity for school pupils – 2021 commitment for all pupils, 2023 changed to a targeted approach for most disadvantaged households with children • Citizens frequently having difficulty accessing some digital council services e.g. blue badge scheme, council housing adaptions, cost of living support and guidance • Some councils are taking a place-based approach to tackling digital exclusion, providing examples of good practice, but clearer national support is needed. 6
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7 Digital inclusion in councils • Some councils are taking a place-based approach Offering assisted digital services - Argyll and Bute Council offers: customer service points in nine locations where staff can support customers in accessing council related services a 24/7 voice automated phone service for those who prefer not to go online a natural language chatbot to support people in using the council website.
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8 Enabling digital inclusion
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Recommendations – summary The Scottish Government and COSLA: Set out their ambitions for tackling digital exclusion in a refreshed digital strategy and develop a clear action plan for reducing digital exclusion. Review and refocus governance arrangements and set up a community of learning The Scottish Government: Consider funding priorities and requirements for an updated digital strategy and plan for tackling digital exclusion, coordinate approaches across govt. depts + policy areas. COSLA: Set out a clear commitment and actions to support councils in developing and implementing digital inclusion strategies, including the role of the Local Government Digital Office. All public bodies: Build digital inclusion into strategies and design for digital services and reform and provide clear digital and non-digital methods people can use to access the services they need. Councils: Work with partners to develop a clear approach to tackling digital exclusion as part of their strategies and plans, based on local understanding of who is affected and how. 9
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10 We have produced a printable flyer, an easy-to- read report and a checklist for boards and elected members A video with key statistics from the report alongside quotes from people with lived experience. We are also including signposting information on our digital e-hub to support people to get online.
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