PowerPoint Presentation

Graeme Hamilton Connecting the Unconnected

Our three year journey and our five year venture21 June 2015 Winner, 2014 Connect ICT Awards- Connected Citizens

1

Only 52% of our customers use the internet frequently (Scottish average for social housing tenants of 55%.) (2013=37%, 2014= 43%)

44,000 customers across Glasgow, 80% dependent on benefits.

High impact of Welfare Reform

Government default position on-line applicationsUsage highest in 16-44 age group and lowest in 75+ age group.Usage high amongst BME tenants (61%).Much lower usage in disadvantaged groups.

2

3Five year VisionDigitally enabled staffmature, easy to use and attractive online services

Each bullet point reflects a key milestone over the 5 year journey as stated in the paper

2016 Digitally enabled staff how to use the internet, basic digital skills (transacting, browsing, problem solving, safe on-line)

2018 3

4

Our most successful activities in the past three years to motivate our customers to get onlineAward-winning pilot connectivity study at high-rise block, Kirkton Avenue, Knightswood.

New and refurbished learning centres click and connect, Log-in and Learn

Online services and use of social media

Digital participation partnership with SQA

4

5

Digital Participation Charter (extract)working together to improve digital inclusion through:

active promotion of digital literacy and provision of workforce training and information to ensure that ALL our employees in Scotland will have basic digital literacy skills by 2015

encouraging and supporting our staff to become digital champions and share their digital skills with others

sharing information and best practice with other charter members

supporting our communities with the offer of shared skills, knowledge and resources as and where appropriate

5

Digital Skills

6

To achieve our ambitions we have put in place a programme of diverse activities to which we are totally committed. We're doing this not simply because it's the right thing to do but also because it's good for our staff, environment and communities. SQA strategy

Digital Participation Charter signatoriesPart of DL&E role to engage with participation stakeholders, promote digital literacy activities, staff training and develop a CSR strandSurvey to identify skills gaps, training requirements, internal forum and also identify digital volunteers people with advanced skills, perhaps some skills not being fully utilised in their work role, and who want to help others become digitally proficient

7

Community Janitors- employability programme

Benefits to individual and to Glasgow (soon to include Edinburgh and Lothians)Our learners 8

8

Our survey results9

9

121 or small group coaching - Started with nine volunteers and nine janitors

Working where it suits the pairingLocal depotClick and connect centreSQA offices

Developing those skills gaps identified in survey

Focus on SQA digital learning guides/videos

How it works10

10

Paul/KarenSaving documentsCompose/send emailsUsing You tubeTed/RobertSurfed job search enginesPracticed with mouseJim/CharlesUpload CVSet up account with SQA academyUse BBC I player

Michael/LucyUse of smart phoneaccessing emailsauto-rotate screenWork through learner guideWhats happened so far?11Harry/AndySubmit a job application on S1 jobsAdrian/LucyLogged in and out of PCKeyboard practice

11

Digital demonstrator

12

Our Digital vision 13Affordable internet access in every rented homeAll staff and customers digitally enabledDigitally accessible services for all - customers, suppliers, partnersProvision of mature, easy to use online services defined and driven by and with our customers

13

55 Kirkton Avenue- digital demonstrator14Joint initiative with Scottish GovernmentHigh-rise solution for up to 138 families, including five temp furnished flatsWi-fi solutionReplicable across portfolio and RSL sectorMeasured outcomesPre, mid and post surveysCommunity flat and learningExtended to August 2016 with additional agreed outcomes

Click and connectPartnership with Scottish government, Scottish futures trust, BT- Digital Scotland world class digital nation by 2020

Photos reflect assisted digital to help our customers be more confident and competent in their use of the internet and also the successful partnership with SG and SFT at Kirkton Avenue, which we recently showcased at government building in Atlantic quay.

"Click and Connect" learning centresCompleted in 2014-15RefurbishedNewLodging house missionMaryhill HubBridgeton community learning campus160 Charles StreetCarmyle community centreAshgill resource centreCranhill Development trustCastlemilk seniors centre415 Nitshill RoadCalton Learning and heritage centreto be completed 2015-165 centres from a shortlist still to be agreed by the Partnership boardCastlemilk LibraryWest LothianWest Dunbartonshire

14

2014 Digital Feasibility Study:

Digital Demonstration

Summarised our key areas of focus under each of the four rows-

Foundations, Understanding, planning / control, implementation

16

Just under two thirds of residents did not have access to the internet before the study. The advantage of not having to leave the house to gain access being a key differenceAll respondents (46)Q3b. Could you please explain the difference having access to the internet at home has made to you and your household? Q3c. What are you able to do now that you could not do before? Before I had to go to library if I ever needed anything and to print things out. It is a lot easier accessing it in my home, checking things online.I can talk to my brother and keep in touch with other family members.Online shopping and I have switched my electricity through it and pay all my bills through it.Been able to stream some films, but takes ages to load. So not used much.Those that said No (28)

The use of the internet personally or as a household has increased since the baseline studyQ10a. Which of these best describes how often you use the Internet / email?Base: Interim (46), Baseline (61)All respondentsPersonalEverydayAt least once per weekAt least once per month At least once every 3 monthsNot often (i.e. less than every three months) NeverSummary: UseMale 81%78%

Nearly three quarters say they feel safer using the internet since taking part in the study Q8. Since taking part in the study do you feel safer using the internet? All respondentsWith disability 78%

Just over a third of residents believe they have saved money during the study and 65% of these think they have saved over 100 Q6a. Do you believe that you have saved money by using the internet during the study period? All respondents (46)

Q6b. If yes, how much money do you think you have saved since the study started? Please give your best estimate.Where have saved money (17)Mean savings = 187

Most savings through online discounts or having greater choice were made through foodQ6d. On what type of product(s) did you make savings through online discounts or due to having greater choice?Those that made online discountsCAUTION LOW BASE

Half of residents would be willing to pay for an internet connection when the study completes, while 26% would find it difficult to cover the costQ48a. To what extent would you be willing to pay for an Internet connection once this study has completed?All respondents (46)Q48c. How difficult, if at all, would you find it to cover the cost of an Internet connection?Where are willing to pay for internet connection (39)Female 63%Didnt have internet access before 32%Male 33%Didnt have internet access before 32%

Digital collaboration

23

Partnerships

Strategic partnership with Glasgow Kelvin College

Around 35 learning centres across Glasgow

27 operational partners

Soon to develop in Edinburgh

John Wheatley Learning network25

Supporting our model of careAdaptive products designed around the personCompeting effectively in the external care market

Working with Martin and Brian to supplement their older people model at 415 Nitshill road through provision of a small wifi project

But also working on how we might use technology enabled care funding to secure the best digital solutions for our customers as part of that transformational change journey

25

Digital Service

26

Apps and things27

Creating personalise service outcomesAuthorising framework for customers customer never in the wrong placeEnhancing the customer experience

Opening screen for every customer when they access online services. This is a GHA example reflected by brand and brand coloursKey information available straight away- financial balance, appointments including those for repairs. Quick links to areas of more detail.

Channel shiftGamification

CUSTOMERS WITH EMAIL% CUSTOMERS WITH EMAILSUBSIDIARYLowther Homes27027.49West Lothian Partnership303.24Your Place17983.55Cube7588.92GHA1923312.70Loretto876.87Total 22176includes former customers and joint households

27

Digital Care

28

Transforming care29

415 Nitshill Road

Supporting our model of careAdaptive products designed around the personCompeting effectively in the external care market

Working with Martin and Brian to supplement their older people model at 415 Nitshill road through provision of a small wifi project

But also working on how we might use technology enabled care funding to secure the best digital solutions for our customers as part of that transformational change journey

29

Digital Customers

30

Dorothy31

31

32