A new system change approach to Digital Inclusion
Published: Nov 18th, 2013 |
Citizens Online has been working with our associates at Trapeze Transformation to develop a new approach to digital inclusion. The starting point is to consider what outcomes we are seeking. Examples include people developing digital skills to gain employment, tenants applying for benefits online or a Council supporting more people to move to online communication channels.
We then seek to realise these outcomes by a process which examines the whole system. This leads to the development of an understanding of what changes are needed and a business case for change The process includes answering the following:
- At what points do we get an opportunity to test and validate their digital skills? (By customer journey mapping).
- How do we reach our customers with the right messages using the channels that they are already using ; e.g. text messaging, local radio, etc (by Experian data mapping).
- Where is the demand and where is the provision for digital access and coaching support in the community? Are there gaps that need plugging? (by overlay mapping).
- Where are their already resources being drawn down within a community (such as training from the Skills Funding Agency) that could be better applied? What aspects can key partners work on together and share their resources in the process? (by working with and through local partners).
A local partnership approach to intelligence-based solutions is then developed. These questions and this approach are increasingly of interest in a world of digital by default and Universal Credit, Local Authorities and Housing Associations, JobCentre Plus, are being asked to do more with less and the support within communities to help this process is often patchy, poorly funded and not used smartly.
The approach can equally be applied to bigger questions like independent living and telemedicine.
For further information, please contact Gail Bradbrook.
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