Social Housing: towards a digital strategy
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Transcript of Social Housing: towards a digital strategy
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Helen MilnerCEO - Online Centres Foundation
slideshare.net/helenmilner
Towards a digital strategy
19 June 2012
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UK online centres: a national organisation
Government funded organisation leading, coordinating
and supporting a national network of 4,300 venues
We provide:• A learning website for people new to the internet• A web-searchable database of 4,300 community
venues, available as an API and widget• National campaigns and support to local events• Training webinars/grants for volunteers & staff• Some grants to c. 500 centres & outreach activity• National partnerships with media and others
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3,800 Community Partners + 500 Access Points
Pubs
Cafes
Community centres and events
… and churches, libraries, mosques, youth groups, mobile
A barn
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A “Bigger Life”
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The internet makes you happier than money
The BCS research found that: ‘IT has a direct positive impact on life
satisfaction, even when controlling for income and other factors known to be important in determining well-being’
Source: The Information Dividend: Why IT makes you ‘happier’, BCS, The Chartered Institute for IT by Trajectory Partnership, September 2010
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Everyday use is exploding: a bigger divide
Percentage UK population use of the internet
Source: ONS up to Q3 2011
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59
6
35
67
5
2813
54
73
5
23
3240
0
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40
60
80
100
% o
f th
e p
op
ula
tion
2003 2005 2007 2009 2011
All users Next gen user First gen user Ex-user Non-user
OxIS 2003: N=2,029; OxIS 2005: N=2,185; OxIS 2007: N=2,350; OxIS 2009: N=2,013; OxIS 2011: N=2,057
Internet Users in 2011
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Next Generation Users
• Use at least two internet applications on their smartphone (eg email and weather)
And,
• Own at least two of the following devices: tablet; reader; or three or more computers
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5248
5149
9
91
40
60
0
20
40
60
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% o
f cur
rent
use
rs
Students Employed Retired Unemployed Current users. OxIS 2011: N=1,498
Next Generation Users by LifestageNext generation users First generation users
Average next generation user is employed 35+
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Offline & Online
First generation & Next generation
Nevers (8.2m) & Littles (14.5m)
No/Narrow use ‘A Bigger Life’
Goal is to grow confident and independent internet users
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88% people feel more confident79% think they are more independent
after they have got help to use the internet
UK online centres progression survey
Oct – Dec 2011
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The question is not how can we use technology …..
… it’s what do we want to achieve and how can technology help us to
achieve it?
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Such as digitising your services
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1m online* for £30m: Saving £157m*Through UK online centres
1 April 2010 – 27 April 2012
1 April 2010 – 17 June 2012
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Local+ Technology
+ Scale
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Digital is a change programme not a technology project
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A Digital Strategy
• Working with over 15 different housing providers, this is what I’ve learnt:• Why?• Who?• What?• How?
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Social good
Service improvement
Staff Satisfaction
Save money
Why?
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Who? Your key audiences...?
Everyone in [x place/estate]
Older residents
Parents of school age children
Job seekers
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Social good
Service improvement
Staff Satisfaction
Save money
What?Set clear objectives, before defining the detail of the How
Eg Reduce isolation for elderly residents
Eg Save £1m of costs by 2014
Eg Improve customer satisfaction
Eg Improve staff satisfaction by 5%
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And, LASTLY the How?
• Change programme: so how will you involve all staff?
• How will tenants be involved?• And how will you measure the
success of your digital strategy?
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How?
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And, LASTLY the How?
Motivation:• How will residents find out about your
programme?• How will Tenants & Residents Associations be
involved?• How will your Communications Team embed this
into their work?• Are there national campaigns you can join in with
(eg Get Online Week, October 2012)?• Role of social media?
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And, LASTLY the How?
Skills & Confidence:• How will you support people to not just get
online but to develop and deepen their digital skills?
• Will you support all your residents yourselves or will you partner with others: local UK online centres, local employers’ volunteer staff days, the local Volunteer Centre, etc?
• Who will be your Digital Champions? How will you train them and set their expectations?
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And, LASTLY the How?
Access (the technology bit):• In the home?• In community venues on your estates?• Both? • Outreach using laptops or tablets?• Wireless? Wired? WMAX? Mobile
broadband? Smart phones?• Paid by you? Subsidised by you? Paid by
residents?
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We do this:
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.. And we do this: lots of provisos, beta launch July 2012
alfa, draft, not final
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Local partners do this:
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The magic ingredient is PEOPLE
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Thank You
[email protected]@helenmilner on twitterSlideshare.net/helenmilnerwww.ukonlinecentres.comwww.go-on.co.uk