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Assisted Digital Current Progress and Next Steps

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 GDS Stakeholders Progress Next Steps Discussion Other funding streams.

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Assisted Digital Current Progress and Next Steps

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  1. Assisted DigitalCurrent Progress and Next Steps SCL Regional Roadshow Mansfield 26th November 2013

  2. Not just about digital: this is about people

  3. Coverage • Context • Procurement for AD services • GDS • Stakeholders • Progress • Next Steps • Discussion • Other funding streams

  4. 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

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

  6. Assisted Digital Stakeholder Group

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

  8. 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

  9. 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

  10. 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

  11. 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

  12. 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%

  13. OPEN ACCESS WIDER NETWORK OF LIBRARIES, CABx and UKO CENTRES (ADDED VALUE, NOT FUNDED) CENTRAL SUPPORT: TRAINING, RESOURCES, ADMINISTRATION & PERFORMANCE MANAGEMENT ALL ASSISTED DIGITAL CENTRES FACE-TO-FACE, INFORMED TRAINED STAFF LIBRARIES AND UK ONLINE CENTRES SOME ASSISTED DIGITAL CENTRES FACE-TO-FACE OR PHONE, EXPERT STAFF CABx AND OTHER AGENCIES POSSIBLY CO-LOCATED WITH LIBRARIES AND UK ONLINE CENTRES AD SPECIALIST SUPPORT

  14. 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)

  15. 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 (govtand 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?

  16. 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

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