Many of our projects are about breaking down barriers between people and technology; ensuring that the advantages of any innovation are accessible to all, whether that’s a new mobility solution or access to digital services. This was particularly vital during the pandemic, as there was an overlap between groups vulnerable to the risks of COVID-19 and communities with high levels of digital exclusion. For our latest blog, Project Manager, Hiba Alaraj explains how DG Cities helped, from understanding people’s needs, to delivering training, equipment and empowering community champions - starting a ripple effect that has improved people’s lives in Greenwich, and now has lessons for councils across the UK.

Being digitally capable can significantly improve people’s day to day lives. The ability to use the internet and devices such as laptops, computers and phones can bring about endless opportunities; it can let you connect with family and friends, access online banking, shopping, education and employment. On the other hand, those that lack these skills are at a higher disadvantage.  

As technology progresses, services such as health care, banking and council systems are increasingly moving online. Digitally excluded users are not well equipped to benefit from this shift, making them less likely to easily access certain services, including health services and GP surgeries. The importance of digital inclusion was highlighted during the COVID-19 pandemic, whereby many were digitally excluded due to various reasons, and therefore unable to access predominantly online services such as healthcare and vaccine bookings. Digital inclusion during COVID-19 is an integral part of enabling the most vulnerable groups to reduce their risks to the virus by providing them with a virtual means of communicating, working, shopping and accessing healthcare. 

Communities within Woolwich, Charlton, Thamesmead Moorings and Plumstead, and Glyndon within Greenwich were identified by the Royal Borough of Greenwich’s Public Health team as having a higher risk of disproportionate impact from COVID-19. Over a year ago, DG Cities was appointed by the council to identify and address the barriers to digital inclusion in parts of the borough. 

Understanding people’s barriers

To address the negative impacts of digital exclusion, we spoke to over 50 local residents and members of key community groups in Greenwich to understand people’s barriers to accessing and using the internet and different technologies. Through these discussions, it was evident that many people within these vulnerable communities are digitally excluded for various reasons, including: lack of disposable income, limited access to devices, inability to pay for broadband, access to old or inadequate devices, lack of trust, confidence in the internet, and language barriers which prevent people learning how to use devices. 

Addressing these barriers was challenging, yet in working with the council’s public health and digital teams, we were able to develop an extensive digital inclusion programme with the local community. Greenwich Get Digital ‘Loan and Learn’ Scheme was set up to provide Greenwich’s most vulnerable, disadvantaged and at-risk residents with access to free devices and digital training. Over the course of five months, together with the council, we successfully delivered a combination of 92 laptops and tablets to 15 community organisations, which could be loaned directly to disadvantaged and vulnerable members of the community. The need for these specific devices was determined through our discussions with members of the public. To address connectivity issues, the devices were fitted with pre-paid data cards to allow users to access the internet. 

Building skills and confidence

Our research told us that providing access to the internet was not enough. Many people needed training to support them to learn and build their confidence. Therefore, alongside the device distribution, we  partnered with the community-based company, Starting Point to deliver a combination of virtual and face-to-face lessons to 47 Greenwich residents to develop their digital skills. Participants learned the basic skills required to live and work safely online, including how to access council and COVID-19 related health services. Alongside this, a total of 41 Greenwich residents were trained to act as ‘Digital Champions’ to support vulnerable members of their local community to safely access the internet and use digital devices and services.

Over the course of several months, the project was able to reach many different communities, and made a positive impact for the residents: 

“Since we received our 5 sets of Samsung Tabs, we have now been able to [help] many more of our Isolated Elderly Gurkha Veterans and Families in the Borough… We are proud now of being able to use the tablets to teach, explain Covid-19 information/Health Wellbeing/Mental Health Awareness/Vaccination and Self-Testing Videos to the elderly, people with disabilities and those with no IT skills and no internet access. With the continuation of the digital training sessions and with additional devices, we can better provide/care for our Nepalese Community as well as coordinate and integrate better with other communities in the Borough.”

Nepalese Gurkha Community spokesperson

The Greenwich Get Digital pilot was a great opportunity for the council and community to explore how best to support those most affected by the pandemic to get online and connect with others. This urgent work will have an enduring impact. Since our initiative, the Royal Borough of Greenwich has taken the lessons from the programme to refine and improve it. Given that over a fifth (22%) of people in the UK are still digitally excluded, it's important that projects like this are developed and trialled by local authorities and charities across the UK.