Challenge 11.9

What is the problem, and how does it affect the Challenge Sponsor organisation, service users and/or People of Scotland?

Digital exclusion is a complex issue with various interrelated issues;

• 15% of Scotland’s adult population lack foundation level digital skills

• 31% of households with an income of less than £10,000 don’t have internet access

• 8.3% of eligible households take up social tariffs

Reasons for digital exclusion include lack of access to devices, lack of skills or confidence to use the Internet safely and lack of access to connectivity. These issues are complex and challenging, especially given constraints on public finances, but there are a range of initiatives intended to make progress on these issues including;

• Connecting Scotland (issued over 60,000 devices during the pandemic but all original clients have since been offboarded)

• Digital Lifelines (supported over 5,500 individuals with over 3000 devices, future funding uncertain)

• Get Connected 500 (launched in March 2022 through the Simon Community and part-funded by SG, future funding uncertain)  

However, there are a significant number of people who, even with access to a device and connectivity (or with limited access through loan schemes or limited connectivity), are unable to access essential services. The reasons for this can include lack of awareness of digital services available and relevant to them, lack of skills to access those services once they identify them, lack of confidence, and language barriers. In addition, these people are often vulnerable, and they can lack awareness of and skills to manage their safety and security. These issues are barriers to digital inclusion and previous attempts to solve this have had mixed success.

The impacts of this exclusion vary depending on the specific circumstances of individuals, but this challenge is focused on reducing the barriers for people identifying, accessing and engaging with essential digital services safely including;

• Key public services such as access to online health services, benefits etc

• Access to third-sector services such as Citizens advice

• Access to banking services and financial services

• Access to employment opportunities

• Access to education and skills opportunities

Individual circumstances will be a big factor in determining the specific needs, therefore we are seeking innovative solutions that can address these problems that are personalised to individual needs and would expect significant user research as part of designing any solution.

Device access and connectivity are obviously key factors but not the focus of this challenge, therefore we are inviting proposals that can consider developing approaches based on serving one or more of the following categories of people;

• Individuals with access to a personal device and connectivity, who lack skills/knowledge to access essential services.

• Individuals with access to a personal device but limited access to connectivity who lack skills/knowledge to access essential services (such as people with no home broadband or mobile data connection).

• Individuals with no access to a personal device but limited access to a shared device or a device loan and connectivity who lack skills/knowledge to access essential services.

How will we know the Challenge has been solved?

• An increased online uptake in public services

• We can see the person is able to use the technology and they can access digital services that they need to access

• More people from high poverty areas in FHE

• Better health outcomes in deprived areas

• Reduced levels of social isolation

• Increased cost efficiencies for Government

Who are the end users likely to be?

• People who are digitally excluded, digitally marginalised and those who lack digital skills or the confidence to use online services

• Third Sector organisations that support people who are digitally excluded

Specific groups of people might include;

• People with English as a second language

• People on low incomes

• Disabled people

Has the Challenge Sponsor attempted to solve this problem before?

We have previously addressed gaps in skills or confidence through Digital Champion networks, whereby volunteers help people to get online by providing training and support. We also had a Connecting Scotland helpline that provided advice to people on how to access free data, devices and any other aspect of digital exclusion they needed help with. Digital Champion support is still an important element of support but is limited in its supply and the helpline has now closed.

Are there any interdependencies or blockers?

• Digitally excluded people likely to already have low confidence/trust in AI, so it is important for respondents to consider this

• Digitally excluded people often face intersectional challenges such as poverty, homelessness and disability and solutions have to account for this

Will a solution need to integrate with any existing systems / equipment?

No.

Is this part of an existing service?

No.

Any technologies or features the Challenge Sponsor wishes to explore or avoid?

CivTech is tech agnostic. As long as the proposed solution offers the opportunity to solve the Challenge in question, we will consider it.

That said, any proposed solution must be capable of integrating with existing systems as required by the specific Challenge and its Challenge Sponsor, and if appropriate be compatible with current and developing Scottish Government infrastructure.

Much is currently being made of the potential of advanced AI. In truth, just about all the products CivTech has developed over the past few years have AI as part of the tech stack but there is no obligation on your part to go down this route – either with componentry such as machine learning and pattern recognition, or indeed LLMs.

We are looking for the best solution, whatever technology used.

While not limited to the following technologies, the Challenge Sponsor is particularly interested in proposals that explore the following;

We are keen to explore opportunities that advances in LLMs and other AI technology could offer

• Personalised understanding of a user’s need

• Ability to identify relevant essential services and support both online and in person

• Upskilling or training in how to access those services and/or

• completion of tasks under the instruction of users/provide active guidance users to access those services directly

• technologies that could enable “offline” (such as call or text) communication with users in terms of engagement with essential services. 

• technologies that can support those who do not speak English as a first language in accessing essential services.

What is the commercial opportunity beyond a CivTech contract?

A solution that helps people to access internet services will increase the potential userbase of any internet-based and phone-based service providers both within Scotland and further afield.

Who are the stakeholders?

• Third sector organisations

• DPOs

• Digital Poverty Alliance

• Citizens Advice Scotland

• Other Public service providers

Who’s in the Challenge Sponsor team?

The Challenge will be led by the Digital Citizen Division, Digital Directorate, Scottish Government.

We can provide access to user research data and policy expertise.

It is our intention to build use cases with other sectors throughout the Challenge.

What is the policy background to the Challenge?

Connecting Scotland is the main policy vehicle for Digital Inclusion in Scottish Government. A policy review is being carried out that will point the way forward for Connecting Scotland, but this is expected to encompass digital skills, internet safety, sustainable device provision and the Minimal Digital Living Standard for Scotland.