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DIGITAL INCLUSION GET 50% 0F OUR WORKING AGE CLAIMANTS USING A DIGITAL SERVICE . 1800 working age benefit claimants, therefore circa 900 Understand the barriers faced by this cohort of people Explore ways of overcoming these barriers 52.8% and rising. ACTIVITY TO DATE .
Needs a big awareness campaign emphasizing security
The process needs to be right
They will only transact online when they are ready to
Make IT courses “relevant to their life” – courses are dry and could be seen condescending as most already know basics
Bartering system with people who have computers to lend?
Completion with no support
Completion with support
26% of customers attempted the review process through a mobile device
Top 3 Devices
“Does not want to complete the review as she does not know how to even turn a computer on let alone get an email address and register online. Does not think it is fair that people who are not computer literate should be made to use online services when they do not feel comfortable doing this. Also is disabled and, therefore, would struggle to sit at a computer and operate it properly.”
“Does not think that MBC / Gov should be forcing people to use computers, not everyone has one or is computer literate. Regardless of the amount of help given, it is losing the personal touch.”
“Only receives a small amount of benefit and has had to supply so much information in the past already.”
“Full time carer for 8 year old son with medical condition along with two other young children, wife works to help support the family. He and his wife do not have the time or the energy to deal with anything else as their situation is never likely to change (he will never be going back to work) as his son is unlikely to get any better. He prefers to speak to a human being who can understand his situation and answer questions that may arise as he goes along. He says if this becomes fully mandatory then he will ignore all letters and let us chase him as he hasn’t physically got the time to leave his son to spend the time contacting us.”
“Never used a computer and don't intend to start.”
“Has medical condition so unable to use a computer as makes them feel ill.”
Unsure about this as have already taken computing course. Cannot afford Internet and am at a distance from library.
I didn't find anything difficult.
I prefer to speak to a person as it gives me more confidence.
The leaflets that came with my letter gave very simple easy to understand steps on how to complete
its simple and easy
Everything was easy. Well set out.
Visiting a council office was required when the council tax was reviewed and again when moving - what's the point of going online when you still have to attend in person. Make it all online or do not make it a requirement
I am EXTREMELY UNCOMFORTABLE about being FORCED to us online services which may be COMPROMISED. These days 'The internet' is NOT something I want to use.
I'm not IT literate.