Assisted Digital Current Progress and Next Steps SCL Regional Roadshow Mansfield 26th November 2013

Not just about digital: this is about people

Coverage Context Procurement for AD services i.GDS I.Stakeholders II.Progress Next Steps Discussion Other funding streams

Government Digital Services - GDS Leading procurement of Assisted Digital Services Inviting input from suppliers to shape the output Overall funding envelope likely to be £50m Procurement will be divided into lots which suppliers bid for Will start procurement with 25 exemplar services from 8 departments

Simpler Clearer Faster £2.7bn Help people who are offline User first … Innovate Accessible, reliable, high quality … Digital by default ?Which people and where ?Which customer ?How reimbursed ?“Learning” …“Pool” …Lead … × Pay for access × Pay for training × Profit-making Assisted digital ?

Assisted Digital Stakeholder Group

Vision To be the trusted local network offering multi- channel support to use digital government services

In five years: Those who need support have high awareness of our service Users of our service have excellent support to use government services Assisted Digital fully integrated into the service offer for libraries, UK online centres and CABx Assisted Digital support is funded in a way which works for all Local staff are skilled and supported by effective training Self-service is the goal for most users, helped by digital services being simpler, clearer and faster We make powerful use of the data we gather

Partnership: strengths Brand Size and scale of network Infrastructure (people and kit) already in place Trusted by those likely to use the service Trusted relationship with local partners Multichannel Ability to implement consistent offers and recording system

Key principles Build on existing infrastructure No wrong door Develop the best service for the user Promote self-sufficiency not dependency Strength in partnership – use the best from each partner’s expertise

View from the networks Survey with 155 UK online centres: -97% already supporting digital government -66% work with local organisations (eg CA or JCP) to offer support within centre -58% don’t feel they currently have staff or volunteer resource to support digital government services -Experience with Universal Job Match showing how much 1:1 support people need to access services independently -Want more staff training – and funding

View from the networks (contd) Survey with 8550 people from 120 Library Authorities showed 92.5% felt confident helping people find information online. Respondents felt very or fairly confident in helping people to do the following on government websites (gov.uk and nhs.uk): Making a payment 68.4% Book an appointment 60.2% Request information 60% Order goods 56.8% Provide/report information 51.3% Amend/delete information 46.7% Request benefits 42.5% Request a licence 40.9% Register something (eg patent) 34.6%

BASIC INFORMATIONAWARENESS RAISINGENGAGEMENT USER TESTINGDIGITAL SKILLSTRIAGE/REFERRAL UNDERPINNING SKILLS (e.g. form-filling) CONFIDENTIAL SPACE (could be screened area) BASIC GUIDANCE OPEN ACCESS WIDER NETWORK OF LIBRARIES, CABx and UKO CENTRES (ADDED VALUE, NOT FUNDED) TAILORED SUPPORTSUPPORT WITH PAYMENT DOCUMENT CHECKHANDLING CONFIDENTIAL DATA ASSISTIVE TECHFREEPHONE HELPLINE ADVOCACY INPUT DATA ON USER’S BEHALF SPECIALIST SUPPORT e.g. those with disabilities CABx AND OTHER AGENCIES POSSIBLY CO-LOCATED WITH LIBRARIES AND UK ONLINE CENTRES LIBRARIES AND UK ONLINE CENTRES ALL ASSISTED DIGITAL CENTRES AD SPECIALIST SUPPORT FACE-TO- FACE, INFORMED TRAINED STAFF FACE-TO- FACE OR PHONE, EXPERT STAFF SOME ASSISTED DIGITAL CENTRES CENTRAL SUPPORT: TRAINING, RESOURCES, ADMINISTRATION & PERFORMANCE MANAGEMENT

High volume services Electoral registration (simple service, high volumes – 47m) Universal credit (complex service, high volumes – 10m) Vehicle Management (medium complexity, high volumes – 18m) Self assessment (high complexity, high volumes – 10m) Carers’ allowance (medium complexity, high volumes – 3.2m)

Challenges: 1 -OUTCOMES: What are the most important ones? (ie what’s likely to be deemed “good quality”?) -PEOPLE: How strong is the commitment to do the right thing by them - not just to “tick AD boxes”? Relates to how AD is procured would be better for the user to have more joined-up procurement -SCALE & COHESION: How aim to achieve economies scale (govt and providers), cf fragmentation? -COMMERCIALS: What financial package/options will be on offer - to cover/exclude/encourage what? Grants or based on outputs or combination of both? -PROFIT vs COVERING COSTS: What’s GDS’ approach to this, hence what does this mean for the bid process? -VALUE ADDED: Is Government interested in the wider social outcomes our networks can provide?

Challenges (contd) -DWP: DO DWP have the option / are they likely to go it alone, outside the GDS framework? -SIMPLE, CLEAR, FAST: How “S, C, F” can we assume exemplar services will actually be - and by when? (This affects assumptions on AD service-provision) -AD / LEARNING / DI: What’s the latest view on this important balance - to reduce dependency, reduce cost and add wider value, without distracting from core AD purpose? -GEOGRAPHY: What is the scope for different exemplar services? -TIMESCALE: Latest in timescale for procurement process? -USERS / CLIENTS: Is the target audience clearly established as being the “Nevers” and the “Littles”?

17 Other Funding Streams DWP funds for AD support of universal credit NHS Widening Digital Participation Big Lottery / Go On Funding

18 Challenges and Next Steps – Your feedback is important – Now and as we progress Summary… Practical next steps Unknowns / Assumptions