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practice UK online centres

UK online centres

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Web address of the case:

http://www.ukonlinecentres.com

Country of the case:

United Kingdom

Posting Date:

10 February 2011

Last Edited Date:

28 February 2011

Author:

Ian Clifford (Telecentre-Europe)
tags

informal learning | training | access

UK online centres Logoianclifford's picture
Editor's Choice 2011

Type of initiative

  • Project or service-imgProject or service
  • Network-imgNetwork

Case Abstract

Set up by government in 2000 to provide public access to computers, the UK online centres network now plays a key role in exploiting ICT to help improve individual lives, strengthen communities and achieve social inclusion.

There are thousands of UK online centres across England, based in libraries, community centres, on high streets and buses, in care homes, social housing estates and faith groups. They work to engage people in their local communities, and to support them to take their first steps online.

The central UK online centres team are based in Sheffield and co-ordinate the network, supporting the development and administration of the products, services and grants for the centres. UK online centres is a division of Ufi, and receives core funding from the Department for Business, Innovation, and Skills (BIS) via the Skills Funding Agency (SFA).

Description of the case

Domain
eInclusion
Topic
(public) e-services for disadvantaged people | Digital literacy and competences | ICT and Aging | ICT and community development
Sector
Education, Science and Research | Employment | Social Services
Start date - End date
January 2000 (Ongoing)
Target Users
Any citizen | Disadvantaged/deprived communities | Older people (60+) | People living in poverty and/or precarity | People with disability | People with health and long-term care problems | People with no or poor digital literacy | SMEs, associations and intermediaries | Unemployed people | Young people at risk of marginalisation
Target Users Description

Our target users are those who lack the confidence, access or skills to use the internet.

Our understanding of those offline continues to grow:

  • 73% of the non-user population are in socioeconomic groups C2DE
  • 28% live in social housing
  • 84% have no formal education or only basic qualifications
  • 58% are women
  • 77% are retired or not working
  • 86% are over 45
  • 76% are over 55

(Source: Freshminds Research / UK online centres, Digital Engagement - understanding customers, 2010)

We also know about the demographics of our centre users:

  • 74% are socially excluded
  • 50% of users don't own their own home
  • 25% are responsible for children
  • 74% aren't in paid employment
  • 93% of visitors access online government services in a UK online centre
  • 64% of customers progress to take up further education, information, advice and guidance opportunities, volunteering placements or employment
  • 98% of people who use the centres rate the service as good to excellent
  • 48% of centre users are aged 55+
  • Around 6 in 10 users are female
  • The main way that users find out about centres are from partner and community organisations (e.g. connexions and Jobcentre plus)
  • 32% of users have no educational qualifications
  • 29% are unemployed and 33% are retired
  • 25% earn less than £9,999 per annum
  • 55% claim some type of benefit
  • 23% live in social housing
  • 29% are affected with some type of disability
  • 23% are from BME origins

(Source: UK online centres user experience tracker)

Scope
Local (city or municipality) | National
Status
Operation
Language(s)
English

Policy Context and Legal Framework

In 2010, there are still an estimated 9.2 million people in the UK who don't, won't or can't use computers and the internet. Significantly, those already at a social or financial disadvantage are at least three times more likely to be off-line, and missing out on the benefits digital technologies can provide. Levelling the digital playing field is an important step towards social equity in the 21st Century, and the goal UK online centres are working towards.

Digital inclusion is a priority for government, seen as key to future economic success and competitiveness, social inclusion and community cohesion, and to the efficient and effective delivery of government services and information.

The UK has its own Digital Champion, Martha Lane Fox, who advises government how to provide better, more efficient online public services. Her Race Online 2012 initiative aims to bring together partners from across the public, private and third sectors to help more people benefit from the power of the internet. UK online centres are a core part of her vision for a networked nation, and work very closely with Race Online 2012 partners including the BBC, BT, Jobcentre Plus, The Post Office and many more.

Project Size and Implementation

Type of initiative
Training and education
Overall Implementation approach
Non-profit sector
Technology choice
Mainly (or only) open standards
Funding source
Public funding national
Project size
Implementation: Larger than €10,000,000
Yearly cost:
Larger than €10,000,000

Implementation and Management Approach

The main role of the team which manages UK online centres is to support the network by providing products, services and resources to help centres help people get online. As community intermediaries and experts, centres are key in targeting and engaging vulnerable, digitally dismissive or otherwise deeply excluded people, and many run outreach sessions in different venues - taking IT out to people in the places they feel most comfortable. To help them do so, UK online centres provide centres with marketing materials to help them reach new audiences, and more effectively advertise their services.

UK online centres provide numerous resources via the network 'Centre Partners' pages on the UK online centres website. A weekly Partners' News email goes out to network contacts with the latest on national developments, funding, marketing, and project opportunities, linking readers through to the Centre Partners pages for more information.

The central UK online centres team offers training to all partner centres, for both staff and volunteers. A key part of the training strategy is to deliver webinars - web-delivered seminars - which can be provided without the centre staff and volunteers having to leave their desk. In 2010 the training programme included around 120 online webinar sessions in marketing, funding and bid writing, and the basics of getting people online.  In total 800 people attended these training sessions in 2010.

UK online centres work with partners across the public, private and third sectors to help get more people using new technologies, and raise awareness of digital inclusion amongst consumers, media, political decision-makers and other stakeholders. Through partnerships, UK online centres take part in various projects, pilots and national funding bids, aiming to secure additional resources to support centres' activities.

Technology solution

All our websites, intranets, extranets and document management systems are developed using Open Source software and have been since 2005 in line with our Technology Strategy. We do use some proprietary software for CRM and evaluation activity but usage in these areas is decreasing.

The use of Open Source products allows us to develop and implement systems very quickly while ensuring that revenue costs are limited to commodity hosting fees. Standards-based tools and applications make it much easier to exchange data between systems.

Impact, innovation and results

Economic effects
Larger than €10,000,000

Impact

Quotes from participants when asked how they had benefited from the internet, 3 months after visiting a UK online centre:

  • "Given me more confidence, something to look forward to, easier to find information and fun"
  • "Cheaper things can be bought online; you can gain a lot of knowledge from the internet"
  • "It keeps you more in touch and communication with friends, and been able to find information, and accessing information"
  • "Quick access and saves time. Allows comparing products easier. A lot of information is available. You have access to almost everything"
  • "Saved me a lot of time paying bills over the internet"
  • "Finding health information"
  • "Shopping saves time"
  • "I have saved money. I have got bargains from EBay. I can access a world of information. I have used email for my own personal communication. Its helped me pass exams"
  • "Saves a lot of time and money, and is very convenient. Allows you to shop in America. Talk to friends cheaper and better. Pleasure of talking on chat rooms about your interests. Research and finding recipes and solutions to certain problems"

Statements from tracker research, 3 months after becoming new internet users:

  • 82% of users are now regular internet users, 55% of these use the internet on a daily basis
  • 82% are now confident internet users
  • 66% of participants stated that using the internet had saved them time over the last month
  • Over half (52%) who participated had saved money using the internet over the previous month
  • 65% had visited Directgov website for Government information
  • 35% had accessed Jobcentre plus online  

(Source: UK online centres progression tracker and ORC tracker survey 2008)

Track record of sharing

UK online centres is a member of Telecentre-Europe, which is a network of public access technology support networks across Europe (see www.telecentre-europe.org). It shares and disseminates its learning about running networks via this channel, as well as via traditional press and PR about its activities.

Lessons learnt

The UK online centres initiative is an award winning innovation that leverages support from a wide variety of stakeholders by improving their offering with the support of a central team and core philosophy. It is thus a cost-effective method of providing resources and encouragement for developing Digital Skills and awareness amongst "excluded" groups. This large scale project provides substantial documentation on results and impacts.

The power of community-based solutions and sense of ownership is critical to the sustainability of the network. The Voluntary and Community centres have an entrepreneurial spark that differentiates them from the Local Authority Library or Education sector centres. It is a powerful example of the benefit of trust in the capacity of the third sector to deliver a sustainable service. However it is only when that network encompasses the diversity of Local Authority, Education and Third Sector that it can become truly inclusive.

The importance of central facilitation, support and knowledge transfer is essential to the coherence and impact of the network.  Recognition of the significant role that centres play in building social justice is only possible because the network has been systematically managed and resourced. Ongoing management and resource is critical to the scale of impact of the initiative.

Working in partnership at every level has been key in delivering the biggest impact to the greatest number of people.  At a local level, centres forge partnerships with local community groups, businesses and councils to help them reach out to excluded people.  Nationally, UK online centres work with a range of partners across the public, private and third sectors, including the BBC, BT, Jobcentre Plus, the Post Office, Remploy, Race Online 2012, Youthnet and many more.  It is by pooling our resources and sharing our expertise that we've been able to successfully market digital inclusion, support the UK online centres network, and help more people get to grips with computers and the internet. 

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    Showing 5 comments

    Centres

    17 February 2011 | 2943 Visits | Rating: 2.5 (maximum:5)

    When this case discusses centres, does it refer to datacentres or merely to service centres which may not include datacenter support?

    Thanks!

    Datacentres

    Re Datacentres

    18 February 2011 | 0 Visit | Rating: 2 (maximum:5)

    UK online centres (and Telecentres in general) are publicly accessible places where people can get help to access computers, the internet and other digital technologies that enable them to gather information, create, learn, and communicate with others. In doing so they develop essential 21st-century digital skills to enable them to find better employment opportunities, to participate meaningfully into society or to improve and transform their lives. Typically they are Public Libraries, Education Centres and Voluntary or Community Organisations(NGOs).

    UK online centres | definition | telecentres

    Virtualization

    16 February 2011 | 2916 Visits | Rating: 3 (maximum:5)

    I read the description for this interesting Case and wondered if there was activity beyond access. It is one thing to get everyone on-board. It is another to offer some value for the experience. Citizens access government sites for a reason, and many reasons involve more than one government service. Is there any activity to vitualize the services available to citizens once they attach?

    Virtualization

    re: Virtualisation?

    18 February 2011 | 0 Visit | Rating: 3 (maximum:5)

    UK online centres (and Telecentres across Europe) absolutely offer more than just access. The provide support and guidance on e-Skills, employability, social media, online Government services, and in some cases more advanced use of the internet and digital technologies. Im not entirely sure what you mean by "virtualize the services" but if it is to ensure that the new user feels more confident to use the wide array of online services on their own, then absolutely they do.

    online services | digital inclusion | UK online centres | telecentres
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