Next Generation Services for Older and Disabled People

16th February 2011, Damian Radcliffe and Jane Rumble

2

Running Order

• Context• Barriers• Opportunities

• Findings from i2media research on next generation services for older and disabled people

Market Context

3

2005 Q1 2006 Q1 2007 Q1 2008 Q1 2009 Q1 2010 Q10

20

40

60

80

100

68 6771 72 74 76

60 6064 67 70 73

31

41

5258

68 7165 65

12 15

PC / laptop

Internet

Total broadband

Fixed broadband

Mobile broadband

4

Household PC and internet take-up, 2005-2010

QE1: Does your household have a PC or laptop computer? / QE2: Do you or does anyone in your household have access to the Internet/Worldwide Web at HOME (via any device, e.g. PC, mobile phone etc)? / QE6: Which of these methods does your household use to connect to the Internet at home?Source: Ofcom technology tracker, Q1 2010.Base: All adults aged 15+ (n=9013).

Proportion of adults (%)

The rise of broadband

5

Total 15-24 25-44 45-64 65-74 75+ Male Female0%

20%

40%

60%

80%

100%

35

4542

39

10

3732

45

56 56

47

19

49

41

5559

65

59

33

5653

5863

69

61

33

13

6056

70

7882

75

38

17

7269

73

81 8278

47

25

73 73

Q2 2005

Q2 2006

Q2 2007

Q2 2008

Q2 2009

Q2 2010

Source: Ofcom communications tracking surveyBase: All adults 15+ (Q2 2005, 2206) (Q2 2006, 2439) (Q2 2007, 2265) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010,2106)QE9. Which of these methods does your household use to connect to the Internet at home?

Age and gender profile of those who have broadband access at home

Take up rising fastest amongst older consumers

6

Total 15-24 25-44 45-64 65-74 75+ Male Female0%

20%

40%

60%

80%

100%

66

75 76

70

42

69

6368

77 78 76

42

72

64

7277

8278

48

747070

76

83

73

46

20

71 69

76

8487

82

46

27

7875

78

88 87

81

53

29

78 78Q2 2005

Q2 2006

Q2 2007

Q2 2008

Q2 2009

Q2 2010

Source: Ofcom communications tracking surveyBase: All adults 15+ (Q2 2005, 2206) (Q2 2006, 2439) (Q2 2007, 2265) (Q2 2008, 2109) (Q2 2009, 2085) (Q2 2010, 2106)QE1. Does your household have a PC or laptop computer?

Age and gender profile of those who own a PC or laptop computer

Due, in part, to increased PC and laptop ownership

Barriers to Entry

7

8

Five potential barriers

1. “No need”.

2. No PC.

3. Cost.

4. Other fears e.g. Identity theft, Safety or unsuitable content.

5. Service availability.

Barriers are often unique, but we can generalise (a little)

Reasons for not having the internet at home

9

14%

18%

11%

5%

5%

4%

4%

3%

26%

16%

18%

23%

18%

16%

13%

13%

11%

8%

8%

6%

8%

7%

5%

5%

2%

2%

2%

2%

2%

3%

1%1%

3%

Don't need it

Not interested in the internet

Too expensive

Do not have a computer

Would not use it enough

Don't know how to use a computer

Can’t justify the cost

Can't afford a computer

Worry about secruity/ID theft/bank fraud/privacy

Not for people my age

Don't want to sign a 12-month contract

Don't have a landline

Don't really know what it does

Too much immoral content

Don't have time

Not sure what to do if it breaks

Satisfied with using it elsewhere

Don't want children to access the internet

Don't know where to get it from

Planning on moving house

Satisfied with using it on mobile phone

% choosing as main reason % choosing as other reasons

Reasons for not having the internet at home among those not intending to get the internet

Base all respondents (1841)

1%

1%

2%

3%

5%

5%

6%

8%

8%

8%

9%

10%

13%

16%

17%

20%

23%

28%

29%

34%

40%

% choosing it as any reason

Base: all respondent (1,841). This question was asked of all aware of the internet. Answers among those who said they did not intend to get the internet in the next six months are presented here. Results have been rebased on all respondents.Question: Why do you not currently have the internet at home? (unprompted, then showcard) And which is the MAIN reason why you do not have the internet at home. Source: Ofcom Accessing the Internet at Home Survey, February to April 2009

1010

43%

3%

42%

13%

42% were unlikely to get the internet even if it’s free

Base: All respondents (1841). Q55. How likely would you be to get the internet at home if you could get a computer and internet access for free?

Will get the internet if it is free

Don’t know

Will NOT get the internet even if it’s free

Willing to pay for the internet

But opportunities exist…

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12

….Here’s some general trends which may help.

1. Decreasing costs.

2. The value of proxy.

3. The rise of the smartphone.

4. YouView and connected TVs.

5. Investment in infrastructure.

Opportunities also unique, but…

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31.34 29.11 26.64 24.90 23.49 22.26

29.13 33.51 34.88 33.66 33.98 32.04

7.25 9.22 10.69 11.53 11.37 10.71

25.71 26.35 26.97 26.57 26.64 26.24

2.372.35 2.34 2.20 2.60 2.44

£95.80 £100.54 £101.52 £98.85 £98.08 £93.69

0

20

40

60

80

100

120

2003 2004 2005 2006 2007 2008

£ pe

r m

onth

(20

08 p

rices

)

Radio

TV

Internet & broadband

Mobile voice & text

Fixed voice

Costs to consumers typically falling year on year

Total

And compare favourably with other countries

2008 2009 2008 2009 2008 2009 2008 2009 2008 2009 2008 2009

155 148 164 151 170 155 153 144215 201 167 152

250 240278 281 242 239 239 236

311 318 358 353

53 53

67 7454 58 56 60

72 79 63 69170 169

157 160137 137 139 135

270 265205 196

20 19

21 20

36 37 21 20

42 35

2120

650 630686 686

640 626 608 595

910 899

814 790Total

Radio

TV

Fixed broadband

Mobile voice and data

UK FRA GER ITA USA JPN

£ per person, 2009

Source: Ofcom analysis

1515

3% 2% 4% 4% 2% 2% 3%

78%75%

85% 84%

73% 71%

82%

19% 22%

11% 13%

25% 27%

14%

0%

20%

40%

60%

80%

100%

Total Aged 16-64 Aged 65+ Male Female ABC1 C2DE

Yes

No

Don't know

NIN10 – In the past year, have you asked someone else to send an email for you, get information from the internet for you, or make a purchase from the internet on your behalf? (Prompted responses, single coded)Base: All adults aged 16+ who do not use the internet at home or anywhere else? (310 aged 16+, 169 aged 16-64, 141 aged 65+, 156 male, 154 female, 101 ABC1, 208 C2DE). Significance testing shows any difference between age groups, between males and females, and between socio-economic groups. Source: Ofcom research, fieldwork carried out by Saville Rossiter-Base in September to October 2009

Proxy use of the internet in the past year among non-usersThe value of proxy

The rise of the smartphone

16

2007 Q4

2008 Q1

Q2 Q3 Q4 2009 Q1

Q2 Q3 Q4 2010 Q1

Q20

5

10

15

0%

10%

20%

30%

4.6 5.1 5.5 5.9 6.4 6.8 7.2 8.310.1

12.1 12.89.9% 10.8% 11.6% 12.4% 13.3% 14.1% 15.1%17.2%

20.8%

24.9%26.5%

Number of smartphone users (millions) Penetration of smartphones

Source: comScore, Mobilens, December 2007 - May 2010

Number of smartphone users and penetration of smartphones in the UK

Millions

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Launch planned for early 2012

Billed as an easy-to-use box with:

• Freeview, • Catch-up TV e.g. BBC iPlayer or 4oD• High Definition• Personal video recorder

(To pause, rewind and record live TV).

• Pay TV service.

• No contract or monthly subscription.

• Delivered through any broadband connection.See: http://www.youview.com/

YouView (aka Freeview connected to the web)

18

Lots going on including…

• ‘Britain’s Superfast Broadband Future’ published by DCMS in December.

Proposes:

“An ambition to deliver a ‘digital hub’ in every community in the country is at the heart of  the Government’s £830 million strategy to make sure the UK has the best broadband network in Europe by 2015.”

• Mixed-technology approach: fixed, wireless and satellite all playing a role.

• May take NGA to 90% of population.

+ On-going investment from major providers e.g. BT, Virgin and others.

Investment in infrastructure

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Some reasons to be cheerful (part three)

Summary

Barrier Opportunities include

“No need.” Demonstrating need.

No PC. • Smartphones.• YouView and connected TVs.

• Proxy Use.

Cost. Costs decreasing.

Other fears e.g. ID Theft. Fears lower amongst users.

Service availability. Decreasing not-spots.Increasing NGA investment & rollout.

Next Generation Services for Older and Disabled People

i2media research for Ofcom’s Advisory Committee on Older and Disabled People

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21

Research objectives, method, scope

• To identify:• new and near-future Next Generation Services that have the potential to benefit

older and disabled people’s lives. This includes existing services that could be enriched as a result of faster broadband connections;

• potential benefits from such services;

• risks and challenges to potential benefits being realised.

• The study involved :• desk research in November 2009 to March 2010.• 15 interviews with experts in relevant fields in January-March 2010.• Scope of the research was:

o Health and wellbeingo Work and employmento Leisureo Other day to day activities

Work and employment

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Work and employment – developments

• Enabling older and disabled people to participate more easily in work and education, e.g. – Support greater remote presence (enhanced virtual team working, e.g.

by video conferencing and better access to work with greater remote working facilities)

– Enable access to shared information resources

• Reduced social isolation, e.g. – Increased access to working and learning– New tools/services to enable users to work collaborativelyon documents.

• Improved access for study and work, e.g. – Easier searching for information via more intuitive online searches

• Increased distribution of digital forms of communication, e.g.– Making material more accessible to people with specific access needs

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Work and employment: potential benefits

• Greater financial independence;

• More independent living;

• Improved psychological wellbeing;

• Improved sense of self-worth;

• Potential to support older and disabled people to contribute more to society and for longer

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Example – Increased participation

Vital Assistance for Elderly project

• Developing a tele-education platform

• To be delivered via TV set

• To provide multimedia courses designed for older people, e.g. cooking, household activities

• To offer education for self-caring, self-learning and entertainment.

Leisure

27

Leisure: potential trends

• More engaging entertainment– E.g. services that support higher fidelity audio-visual presentation or are more tailored

to the user’s interests

• More life-like remote social interaction: – E.g. services could include information that makes explicit information about oneself

and others

• Better and easier access to leisure services:– E.g. via increased personalisation

• Lower cost access to leisure services

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Leisure: potential benefits

• Improved quality of entertainment

• Reduced social isolation resulting in improved psychological wellbeing

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Example – More life like social interaction

• In virtual communities individuals could create new, high quality identities through which their physical appearance can be personalised into a new ‘identity’

• This could facilitate more accessible forms of communication, with particular potential benefit to people who are deaf or hard of hearing.

– For instance, automated sign interpretation via avatars (though issues of acceptability)

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Example – Reduced social isolation

“I think the biggest benefit [of NGS] is allowing people who aren’t as able to do things outside of the home to feel connected, so you feel part of a wider world environment andcommunication is one of the biggest elements of this.”

Simon Mycock, BT

“We research how you can use technology to reduce loneliness and help people meet other people. As you get older... how do you make meaningful relationships with new people with common interests, and how can technology help that? I would call that social networking, staying well, and staying engaged; society valuing older people and their contribution.”

Niamh Scannell (Intel)

Health and wellbeing

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Health and wellbeing - trends

• The research identified nascent trends that could benefit from superfast broadband:

– Remote interaction;

– TV as communication interface;

– Activity, health and wellbeing monitoring.

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Health and wellbeing: potential benefits

• Prolonged independent living;

• Increased physical and psychological health and wellbeing;

• Improved motivation and self-management of health;

• Increased sense of wellbeing and security;

• More efficient, cost-effective, and targeted delivery of services;

• More accessible communication systems.

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Example – Vital sign monitoring

Whole System Demonstrator

• Around 6,000 users in Cornwall, Kent and Newham.

• Uses two-way communication for effective feedback between health and social care monitoring centres and users.

• Provides reassurance that professionals are aware of their physical state and available when necessary.

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• Cogknow offers people with mild dementia support in navigating their day-to-day activities.

• Offers a portable device that monitors people’s home environment using detectors / sensors.

• Provides added security and reassurance for users.

• Has been developed.

Example – Health and Wellbeing

The device detects that the door is now locked

The user then locks the door.

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In the example below, the Cogknow device informs the user that their front door is unlocked

Example – Health and Wellbeing

Risks and challenges

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Key considerations

The following issues were highlighted:

• Infrastructure: ensuring adequate, reliable network infrastructure and connectivity;

• Usability and accessibility: international co-ordination to support development of accessible products

• Cost: ensuring people are not excluded due to affordability

• Implementation: more coordinated interaction between stakeholders to minimise the logistical risks

• Accessibility

• Impact, e.g. potential for increased isolation or dependence

Conclusions

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Conclusions

• Next Generation Services promise the potential of numerous benefits to older or disabled people.

• If the challenges to their implementation are addressed appropriately, the opportunities for increased and easier access to services could:

– promote more independent living and participation; and

– help older and disabled people to lead healthier and more fulfilling lives.

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Thank you for listening.Any Questions?

For more info and the full report please visit: http://www.ofcom.org.uk/about/how-ofcom-is-run/committees/older-and-disabled-people/research/

Contact Usdamian.radcliffe@ofcom.org.uk

jane.rumble@ofcom.org.uk