Triaging support for digitally excluded residents — Discovery and approach to Alpha

  1. The person(s) with the digital inclusion need
  2. Havering staff that identify the need and signpost to support
  3. Voluntary / Charity staff that identify the need and signpost to support
  4. Family/friends that identify the need and signpost to support
  5. Organisations that provide the support to the person(s) with the digital inclusion need)
  • Connectivity at home
  • Connectivity for a short period of time
  • Device for use at home permanently
  • Device to loan and use at home
  • or access to a device for a short period of time at a location
  • Support to do something online
  • Digital Skills for life
  • Digital Skills for work
  • A quick way to identify the Digital Inclusion need of a user
  • A quick way to signpost the user to the support they need
  • Not sure where to refer users to get support
  • Doesn’t have the time to provide this support
  • A way to identify the Digital Inclusion needs of a user
  • A way to signpost the user to the support they need
  • Simple information that he can relay back to the user
  • Not sure where to refer users to get support
  • He isn’t very digital and finds a lot of information online confusing
  • To find what support is available in Havering
  • A quick way to signpost his mum to the support she needs locally
  • To be able to add their support offer so people can be referred to them
  • To be able to remove their support when its is no longer available
  • To be able to add categories and filters to the support they offer so that it is inline with their restrictions and what they offer e.g. age uk is support for over 50s
  • To be able to signpost users to other organisations who can provide support that they don’t
  • Not sure where to refer users to get support that they don’t provide
  • Want to be able to help more people locally and would benefit from users being referred into their services
  • Access to a device
  • Access to internet
  • Skills to do things online
  • Support to do things online
  • Access to a device, internet and skills
  • Access to a device, internet and support
  • Access a device and internet
  • Access to internet and skills to do things online
  • Access to internet and support to do things online
  • using public device in places like libraries and hubs
  • Device loan schemes
  • Refurbished devices
  • Free devices
  • Using free wifi in public places like libraries and hubs
  • Free wifi hotspots e.g. Market, cafes etc
  • Affordable broadband
  • Free broadband schemes (criteria will be in place e.g. job seekers)
  • Basic skills like turning on a device and connecting to the internet
  • Skills for life (e.g. staying safe online and communicating online via email and social)
  • Skills for work (e.g. applying for work, searching for jobs, work specific training like using Excel and Word).
  • 1–2–1 support to help with online transactions
  • Support from within the community like Digital Champions
  • Help with using your device (tech support)
  • This is an alpha of a service pattern. It isn’t an alpha of the actual service. We will prototype to test ideas and concepts that will inform the pattern.
  • We’ll recorded our design decisions as we prototype and test (e.g., why have we asked this question in this way).
  • Each part of the pattern will be informed by research about what meets the user needs
  • It does not not require uniformity across all service providers
  • It does not mean that there should be a single system that multiple councils will use
  • Councils should be able to adopt all or part of a pattern
  • Existing suppliers could also adopt the pattern

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