Digitally Well strategy

What data do we have?

Local research

Research, funded by the NENC ICS, was carried out by Northumbria and Newcastle Universities, which involved sending a survey to every household in North Tyneside asking about their digital usage and capabilities. This local approach has helped us better understand the issues, rather than making assumptions based on national and regional indicators.

Overall the research identified 12.3 per cent of respondents as digitally excluded. This means they have either no digital confidence, a lack of skills and/ or access, or they are not using any digital technology.

It also identified that people are more likely to be digitally excluded the older they are, with over 94 per cent of digitally excluded residents in North Tyneside aged over 60 years. But this is not the only characteristic. Digital exclusion can also be greater for:

• females
• those with lower educational achievement
• those on lower incomes
• those living with a disability, or live in a household with someone with a disability
• people in smaller households
• people not in work

Where you live is not necessarily an indicator of whether you are digitally included or not. The research found that the usual difference between north and south or urban and rural do not apply to digital inclusion, and in North Tyneside there are smaller groups within larger ‘digitally connected’ communities that are digitally excluded. Those living in higher socio-economic areas (generally people with higher education attainment, income, and employment) are not always more digitally excluded, and in this research they were actually more digitally excluded with least access, use, confidence and skills.

The research identifies that being digitally excluded can increase the social inequalities people face. Not being able to reach and use online information and resources about health services, finance, and benefit advice, for example, can increase the issues they may already be facing.

People responding to the survey identified that the biggest barriers are often:

• The cost of being digitally connected in their own home and out and about, because of broadband infrastructure and costs, and mobile internet access
• Concerns around online security and privacy, particularly when accessing financial and health services
• Being forced online by organisations and services that offer limited offline access to services instead opting for ‘digital by default’ approaches

National research

The Consumer Data Research Centre (CDRC) has developed an 'internet user classification' to describe how different groups of people interact with the internet.  This data tells us that:

• people who rarely go online or go online once a week or less are more likely to live in the Riverside ward
• people with rare access to the internet or none at all are more likely to live in the Howdon ward, both in the south of the Borough
• people who don’t have any access or have access to the internet but don’t go online are most likely to live in Weetslade ward in the west

The Digital Exclusion Risk Index (DERI) tool was developed to benefit Local Authorities in providing detailed insight into where digital inclusion initiatives are needed most. It brings together a set of indicators to calculate a score for each area based on three components: demography, deprivation and broadband. This data suggests that:

• people living in Monkseaton North ward are less likely to be digitally excluded compared to those living in Weetslade and Camperdown wards in the west of the Borough

​​​​​​What are people telling us?

Resident, partners and stakeholders have told us about their digital experiences and what changes would better support them. This feedback has been gathered through engagement events and sessions with residents, workshops with partners and services, and by listening to those who currently support our residents. Healthwatch North Tyneside were also asked to gather views feedback from residents and community organisations and have co-produced solutions to support people with digital issues.

In general people told us that often those who need the most help with technology are very reluctant to ask for it. They feel awkward talking about it and put on the spot. The words ‘online’ and ‘digital’ are very off putting.

Many people feel technology is racing ahead and leaving them behind and the pressure to be online is increasing. Some people feel excluded and that their choices are being taken away. Many people feel they struggle at times with technology, irrespective of their age, level of skill or confidence.

Key themes people told us:

• They need help with a wide range of technology, like TVs, phones and even digital washing machines. They felt that ‘digital’ support generally should focus on digital options that build on what they want to do better for example, keeping in touch with friends and family or accessing their GP
• They want choice and don’t want to feel pressured to move to online options. Changes to universal credit and housing applications mean they can only be accessed online, and people are concerned about being left behind.
• They lack confidence and fear being online particularly when it comes to their own safety and their personal information. Privacy settings, passwords, bank details, viruses and scams were some of the issues raised, and they are especially important for children and young people and those who are vulnerable
• Some felt ashamed because of lack of skills and knowledge and poor past experiences meant people worry about making a mistake and not being able to fix it, or not being able navigate poorly designed websites and online forms
• People want help with kit as they struggle to know what to buy, how to make it work, how to connect it to the internet and carry out updates or even repairs
• Cost is a real limiting issue and not just the price of kit and equipment but the cost of mobile phone contracts for themselves and their children. Increasingly Wi-Fi connection is seen an essential utility and not a luxury, however people were managing their access with pay as you go data plans to help with their cash flow
• Access to reliable Information and help is important and knowing where to get help is often a problem. Many rely on family or a trusted person or organisation for help

They also told us what support or solutions would help tackle digital inclusion.

• Engaging People; use inclusive language and take a person-centred approach understanding what the person is interested in and wants to do online, delivered by trusted people or organisations. Embed digital opportunities in other activities so people become more familiar and make it make sense by using it in context with people.
• Getting access to kit; support with the cost of buying or accessing devices and kit, particularly for those on low incomes, and free public Wi-Fi is vital inside and outside public buildings. Impartial advice and support to understand what device or kit is right for them based on what they want or need to do online.
• Information about what’s available; A central resource showing all the places you can get support with digital and opportunities to learn new skills. One-stop-shops like libraries, community centres and hubs where they can get help and support, all promoted across the borough and in different ways.
• Getting help or support; People need different types of support depending on their situation, skills, confidence and what they want to do. A tiered approach to support ranging from self-help and peer support through to one-to-one support would better meet their needs.