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Reaching Socially Excluded Groups Uploaded to IDeA Knowledge website 09/05 eGovernment: Reaching socially excluded groups? Report prepared by IECRC and Digital and social inclusion empowers people- Citizens Online for the IDeA let’s work together to achieve real benefits Paul Foley, Ximena Alfonso, John Fisher, Gail Bradbrook September 2005 Designed by ripe.uk.net Acknowledgements We would like to thank the following local authorities for their participation, contribution and insight: Amber Valley Borough Council London Borough of Lewisham Barnsley Metropolitan Borough Council Luton Borough Council Basildon District Council Medway Unitary Council Blackburn with Darwen Borough Council Mid Suffolk District Council Bracknell Forest Borough Council Middlesbrough Council London Borough of Brent Newcastle-upon-Tyne City Council London Borough of Bromley London Borough of Newham Carrick District Council North Dorset District Council Cambridge City Council North Lincolnshire Council Chester-le-Street District Council North Somerset Council Cornwall County Council Northamptonshire County Council Craven District Council Northumberland County Council London Borough of Croydon Oxford City Council Darlington Borough Council Pendle Borough Council Daventry District Council Poole Council Derwentside District Council London Borough of Redbridge Devon County Council Redcar and Cleveland Borough Council Doncaster Metropolitan Borough Council Redditch Borough Council Dover District Council Restormel Borough Council Dudley Metropolitan Borough Council Rochdale District Council Easington District Council Rotherham District Council East Dorset District Council Rushcliffe Borough Council East Sussex County Council Ryedale District Council Eden District Council Sevenoaks District Council Epping Forest District Council South Gloucestershire Council Essex County Council South Ribble Borough Council Gloucestershire County Council South Somerset District Council Gosport Borough Council St Albans City and District Council London Borough of Hackney St. Helens Metropolitan Borough Council London Borough of Hammersmith and Fulham Stoke-on-Trent City Council London Borough of Harrow Sunderland City Council Hertfordshire County Council Tameside Metropolitan Borough Council London Borough of Hillingdon Test Valley Borough Council London Borough of Hounslow London Borough of Wandsworth Ipswich Borough Council Wansbeck District Council Kent County Council Warwickshire County Council Kerrier District Council West Berkshire District Council Kirklees Metropolitan Borough Council West Somerset District Council Knowsley Metropolitan Borough Council Wirral Metropolitan Borough Council Leicester City Council York City Council Leicestershire County Council This report has been set in 10pt Frutiger in black For any further information please contact print on white to conform with the DDA Helen McQuillan, standards. Strategic Support Unit, IDeA. [email protected] 1 eGovernment: Reaching socially excluded groups? Contents Executive summary 4 Appendices 1. Introduction and background to the research 8 1. Socially excluded groups 54 2. Targeting: Strategies to meet the needs of socially excluded groups 10 2. Evidence base: The use of eGovernment services through different technologies 55 3. Mainstreaming: Integrating what works 18 3. Bibliography 56 4. Technology and service delivery: Reaching socially excluded groups? 26 5. Learning: Sharing what works 42 6 Conclusion 48 For a free electronic copy (pdf) go to www.idea.gov.uk/publications, or to request a free printed copy email [email protected] 2 eGovernment: Reaching socially excluded groups? 3 eGovernment: Reaching socially excluded groups? Chapter 1 introduces the study. Chapter 2 considers enhancements in strategy development and strategic guidance that can be undertaken to ensure socially excluded groups have a higher priority in the eGovernment agenda. Chapter 3 identifies how successful digital initiatives can be integrated into mainstream activities to ensure that socially excluded groups benefit from digital transformation. Chapter 4 highlights operational considerations and investigates the use of the Internet and eGovernment services by socially excluded groups. It highlights good practices that need to be considered when developing initiatives through digital channels such as the internet, kiosks or digital television. Chapter 5 examines ways to overcome the paucity of knowledge © Leicestershire County Council about the way digital transformation can enhance social inclusion. The final chapter draws together the 14 policy recommendations proposed by this report to enhance the role that eGovernment and digital technology can play in enhancing social inclusion. Executive summary eGovernment strategies rarely consider the needs of people who have become socially excluded, and social inclusion strategies rarely consider the role of ICT. Probably because it is still early days in the development of eGovernment and so the impacts of digital technology initiatives are frequently unclear, there has been a strategic impasse. This stalemate can be overcome in two ways. Firstly, local government needs to better understand the opportunities that ICT provides to 2005 represents a watershed for eGovernment activity in the UK. enhance social inclusion. The local eGovernment programme is coming to a close. Recent research has shown that eGovernment and digital technology can These can be achieved by: produce many benefits for local authorities and citizens. However, this Targeting: Strategies to • Making better use of information and data, including customer study of the eGovernment and digital access activities of 78 local meet the needs of intelligence, to understand the distribution and magnitude of social authorities found that the benefits of digital transformation frequently socially excluded groups exclusion problems and to use this knowledge to underpin social fail to reach socially excluded groups. inclusion strategies. Local authority best practice case studies are used to provide a • Greater legal clarity in, and promotion of the benefits of, valuable insight into what is possible and what works, and as an information sharing between public organisations. evidence basis from which recommendations for the better integration of socially excluded people into the eGovernment agenda are • Making better use of information to target local authority initiatives proposed. The study also suggests that enhancing the reach and and to provide personalised services. effectiveness of services provided to socially excluded groups does reap considerable efficiency gains. Secondly, the eGovernment agenda must place a higher priority on the needs of socially excluded people. Central government policy and Socially excluded groups are those most likely to be digitally excluded - local priorities and goals influence local authorities’ strategies. Action least likely to access or benefit from information and communication is required to ensure that: technologies. Problems with these groups include: unemployment, homelessness, health issues and learning difficulties (see Appendix 1). • Social inclusion is a priority in the future development of the Frequently, individuals and families who are socially excluded have eGovernment agenda. complex and multiple needs, which need strategically targeted resources and support. • Central government develops clearer objectives to support and guide the use of technology to enhance social inclusion. • Goals for eGovernment emphasise the provision of better quality services for socially excluded users as well as increased efficiency for local government service providers. 4 eGovernment: Reaching socially excluded groups? 5 eGovernment: Reaching socially excluded groups? Mainstreaming: Integrating Initiatives need to be absorbed into mainstream activities if they are to Learning: Sharing what A lack of knowledge, about the magnitude and location of social what works be sustainable and if their impact is to be extended to all groups in the works exclusion problems and the capabilities of new technology, is local community. Three factors determine the absorption of identified as a barrier in extending the benefits of digital technology to technology projects into mainstream activities. socially excluded groups throughout this report. Better knowledge and understanding of the way technology can enhance social inclusion is 1. Funding required to speed the adoption of effective initiatives, to broaden Fifty-eight per cent of initiatives studied received innovation funding horizons about what can work and to share best practice and tips after submitting competitive bids. However, these initiatives are about how to extend the benefits of digital transformation to socially perceived as high risk and they are frequently run separately on a trial excluded groups. basis until they are able to prove their success. Innovative projects had to demonstrate their success and/or longer-term viability to achieve Evaluation of many initiatives is poor. Evaluation is frequently not mainstream integration. Projects developed with council or partners’ scheduled into development timetables and funding is often not own funds were much more likely to be mainstream activities from the allocated. Evaluation was also thought to be complex by many outset. Funding is the least influential factor determining mainstream interviewees. Social inclusion initiatives, like many other initiatives integration. aiming to improve ‘quality of life’, are difficult
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