1) The document discusses lessons learned from a UK digital inclusion program that helped 1.8 million people gain basic digital skills. It highlights that digital inclusion can lead to better lives through reduced social challenges and a stronger economy. 2) The program was delivered through a network of 5,000 local partners and an online learning platform. It provided in-person support through community hubs and outreach in addition to online tools and courses. 3) Evaluation found the program improved people's quality of life, employability, financial management skills, and use of government services. It also achieved cost savings for the government through increased online service usage.

1. Helen Milner OBE, @helenmilner
Chief Executive, Tinder Foundation
Queensland, 6 - 15 June 2016
Digital Social Inclusion
1.8m online: learnings from UK

2. A world where everyone
can benefit from digital

3. Better lives,
reduced social
challenges
Stronger
economy
= Digital Social Inclusion

4. Infrastructure is important
but it’s not the only part of the story

7. Not binary: offline / online
Non users: 13% of adults in the UK, with 58% of non-
users aged 65+, 42% are in poorer households
Narrow internet users: 11% of all internet users, older
55+ (59%), low income (18%), and newer users (31%)
Proxy users: 33% of UK non-users have asked someone
else to use the internet on their behalf in past 12
months

8. 8
The barriers

9. 9

13. 1.88m
People
supported to
gain better basic
digital skills
92%
Have
improved
their quality
of life
Have
progressed
onto jobs or
feel more
employable
Feel more in
charge of their
finances and
able to manage
their money
62%
48%

14. Learn My
Way learners
in 2015-16
Reduced
calls and
visits to Gov;
channel shift
Savings to Gov due to
channel shift of these
people
38%
278,588
£37.4m

15. How did we do it?

16. Local + Digital
Network + Learn My Way

17. A big club with a shared vision
5,000 hyperlocal partners

18. Places = safe, trusted, access,
heart of communities where
people live
Engagement
Hubs to provide access
+ Outreach (“pop ups”)

19. People = tutors, volunteers,
charity workers, your staff
People to support others to
develop confidence, self belief,
independence …..
& basic digital skills

21. digital tools

24. Jobs
Social
Housing
Basic
Digital
Skills
Financial
Literacy
Health &
Social Care
English
Language
Libraries
Small
Businesses
Community
Integration
A world where everyone
can benefit from digital

25. Jobs
A world where everyone
can benefit from digital

27. Social
Housing
A world where everyone
can benefit from digital

28. Why social housing & digital inclusion
Social Justice for tenants
– Equality, improving lives
– Better lives: Educational attainment for children,
employment, lower household bills, reduced social
isolation
Financial Security for housing providers
– Make cost savings
– Focus spend on priorities
– Be resilient to future change

29. 135 local places
registered in our
online network run
by social housing
25-30% of all
digitally excluded
live in social
housing

30. digitalhousinghub.ning.com

31. Social Housing Digital Deal Challenge
Challenge Fund of £412,000 ($850,000) matched funded
by winning housing providers (total $1.6m)
12 Exemplar projects funded: Urban, rural, diverse
1. Cross organisational work across teams
2. Front line staff critical if embed into their daily work
3. Technology often a distraction!! Procrastination! No
silver bullet

32. Health &
Social Care
A world where everyone
can benefit from digital

33. A significant increase in the
use of technology to help
people to manage their own
health and care
An NHS for everyone
regardless of income, gender,
location, age, ethnicity or any
other characteristic

34. Digital Inclusion & Health
In the UK one in six people are over 65 = 50% of
NHS spend
One in four people have a long term condition or
disability = 70% of NHS spend
People with LTCs and disabilities are three times
more likely never to have used the internet

35. Widening Digital Participation with
NHS England & Tinder Foundation
• To support those most likely to experience health
inequalities
• Local support through a specialist Digital Health Network
of c. 250 centres + rest of 5000 online centres network
• Expert online content: embeddable course, NHS Choices
• And test innovative approaches to digital health literacy
(homeless, sex workers, street delivery, social
prescribing)

36. Scaling solutions that work
• Over 235,000 were reached, raising awareness
of digital health resources in two years
• Over 140,000 people were trained to use online
health resources
• 4,500 volunteers trained to support the
programme

37. Impact on people & their health
• 63% of learners reported improving their diet
after learning to access health information online
• 44% of learners increased the amount of
physical activity they do
• 49% of learners reported exploring ways to
improve their mental wellbeing
• 14,000 people now registered with their GPs
• Significant channel shift away from GPs and
A&E for non-urgent medical advice

38. Ron
Less than six months ago Ron
was living in a tent by a busy
road. Poor mental and physical
health, and a gambling
addiction, had left him out of
work, homeless. With the help of
a local charity and online centre,
Ron has found housing and has
the skills he needs to improve
his life, health and wellbeing.

39. English
Language Community
Integration
A world where everyone
can benefit from digital

40. English My Way
Over 9,000 people learned basic English
873 volunteers trained to deliver alongside tutors
60% of local partners had never had funding for
teaching English before

41. Aamina
Aamina’s husband had always organised everything as he was
the only one who spoke English. He was abusive. With her
new-found voice, Aamina secured an occupation order to
remove her husband from the family home, and could ensure
he couldn’t take their sons out of the UK.
“That is what English My Way and Julie have done for all of us.
We are independent. We have confidence in ourselves, to
speak for ourselves. Because in our culture the men go out
and the woman are at home. I hope one day I will be able to
help other women like me by giving them a voice too. Without
the language you cannot do anything. If you can speak it is
properly your own life, and you are the one in charge of it.”

42. Small
Businesses
A world where everyone
can benefit from digital

44. Working with small businesses
Increased trade, better customer
reach, more community cohesion,
feeling of less ‘cut off’, more time to
spend with family, increased
wellbeing [less stressed].
240 small rural businesses:
 93% feeling more confident to develop their
business
 63% feeling more connected to family, friends and
community
 “The best thing is not just gaining new skills, it’s
gaining control”

45. Jobs
Social
Housing
Basic
Digital
Skills
Financial
Literacy
Health &
Social Care
English
Language
Libraries
Small
Businesses
Community
Integration
A world where everyone
can benefit from digital

46. So what did we learn?

48. Digital is a foundation for
wider resilience
Not just about skills
support upfront, builds independent users
enable people to better look after themselves
self efficacy in a digital society
“teach a man to fish”

49. • Digital Outcomes: confident and independent
internet users; people are more motivated to be
online and understand how they can personally
benefit
• Economic Outcomes: able to manage money better &
have more money; more employable; more
entrepreneurial
• Health & Social Outcomes: healthier; less isolated;
more connected to community; more able to
participate; better informed; more confident
Measure impact & tell stories

50. How we measure
• Learning Data: automated from Learn My Way, learners,
learning activity, viewed at centre and UK-wide level
• Surveys: Learner demographics (online survey) and
Impact data (telephone) for progression to learning and
employment, use of Government websites, information
around confidence and wellbeing. In field 52 weeks a
year.
• Further impact evaluation: applying volumetrics to
economic impact for Government; regular research
projects eg social inclusion and digital inclusion,
innovative health and digital outcomes

51. Measuring impact through stories
Social challenges, digital solutions
Short Film

52. most
Decision Makers
don’t meet many
excluded people

53. digital inclusion
digital strategy
wider strategy
not a bolt-on

54. Network + Learn My Way
Local + Digital
Blend of face-to-face
support + online tools

56. 7 steps to 100% digital social inclusion
1. Own: the possibilities and the actions
2. Target: people who are hardest to engage
3. Collaborate: co-design and co-produce solutions
4. Build: on what exists, grow the good initiatives
5. Coordinate: your actions
6. Start today: don’t procrastinate
7. Involve: everyone

57. Be Ambitious
This is about People
not Technology

58. Additional Slides

60. Net benefit: 100% digitally literate nation £ million

63. 11,000 volunteers from Lloyds Banking Group
in communities supporting people to use the
internet for the first time

64. Rebook UK project: partnership

67. A big club with a shared vision
5,000 hyperlocal partners

69. digital tools

72. For example
“I can upload an
attachment
in email”
“I use email to
apply for jobs”
“I get a job,
I have more
money, I am
more
confident”

74. Get Online
Week
Signpost to
map
Learn My
Way
Digital
champions
Train own
staff
Access free
city wifi
Build on
what exists
We know what works

76. What would help you to get on the internet?
(Non users aged 60+)

79. Better lives,
reduced social
challenges
Stronger
economy
= for *everybody*

80. Thank You
Helen Milner OBE, @helenmilner
helen@tinderfoundation.org