The myguide service
There are 17 million adults affected by digital exclusion, as much by lack of motivation, skills and confidence as by lack of access. Research shows the divide is not narrowing significantly and will not be impacted by demographic or market changes in the coming years. The digital divide increases social, economic and educational disadvantage for millions, particularly damaging in today’s challenging environment. The myguide project, therefore, brought together a unique partnership of government, industry and third sector expertise to tackle the key barriers of accessibility, usability, motivation, skills and confidence.
Exhaustively researched and tested, myguide combines access technologies with customer-focused design that directly challenges traditional internet complexity. The result is a brilliantly simple and hugely successful step-by-step tool for people to use the internet on their own terms and to access online services and opportunities. It is now a key element of the national Digital Inclusion strategy and is being delivered as a cross-government and cross-sector resource.
It offers a free, easy-to-use email service and search tool in an uncluttered, ad-free environment. Users can personalise and save their accessibility settings and choose to have the text read to them where appropriate. Guidance modules enable customers to learn about different uses of the internet – how to use online public services for example, search for jobs or shop and bank online, or help with their children’s education.
It can be used as a self-service facility by the web novice, possibly with the support of a family member, friend or carer. But it is also designed as an ‘open use’ development tool which can be used by public and third sector organisations such as Digital Unite, NIACE, Age Concern and RNIB. In particular, it is supported by the UK online centres, our development and delivery partners, with many centres providing community access in the most disadvantaged areas in England. High proportions of the individuals helped in this way tend to come for example from low income groups, those with no formal qualifications, not in employment and older people.
Realising the Benefits
For an impressive nine out of ten users, myguide provides not only high levels of customer satisfaction but also high levels of impact. Evaluation research shows that:
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they develop internet and email skills and indeed most become frequent internet users
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they develop increased confidence and motivation to try new things
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most importantly, it has a real impact on their lives - whether social and family, and/or motivation to go on to learn new skills or find a more satisfying job with consequent economic benefits
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significantly, given the customer base, one in three users is sufficiently motivated and confident to go on to buy their own computers.
Equally important is that the guidance modules are designed to help each individual realise the benefits that are most important to them. For example, learning how to shop, research or utility-switch online can result in annual household savings of several hundred pounds. Modules in development will focus on financial and health related resources, and will help parents engage in their children’s education and ensure safe use of the internet for their children.
Behind the statistics
This is, of course, about people - not technology. And behind the statistics are stories of real people that are a reminder of the transformational power of inclusion:
Shaun had lost a home, a job and his family before he went to use myguide at a UK online centre:
“I’ll admit when they first sat me in front of the computer I was clueless – but when they showed me how to search and use email using myguide, it was as if someone had flicked on a light switch. I first came here with just the clothes I was wearing. Now I’m back on my feet again and … getting an education. I’ve got a whole new lease of life, and more importantly, my kids have got their Dad back.”
At 60, Vanessa had lost everything in a business venture and ended up living in a car. Using myguide to brush up her skills, she set up a CV and found both somewhere to live and a job:
“Being thrown on the scrapheap makes you realise how easy it is to get there and how hard it is to get back up again. The internet has been a vital tool for me.”
Significance
What all this means is that as long as the digitally excluded can be motivated to take that first step, myguide can convert the vast majority of users to confident beneficiaries of the web. And its customer base shows that myguide has already busted the myth that there are whole sections of the population that will not be able to adapt to or benefit from the modern, digital world. It is, therefore, a key element of the national Digital Inclusion strategy, and contributes to Government’s Excellence and Fairness programme and to key Public Service Agreements. The challenge now is to ensure that as many people as possible benefit from this proven tool by raising awareness. This can be done if national and local public service organisations promote it and use it a resource to enable inclusion and channel shift for their customers. For example, it is promoted by Directgov and a taster myguide module is available on Directgov DiTV via Sky and Virgin Media.
If you want to discuss how to promote and use myguide please contact Paul McGahon, DCSF, paul.mcgahon@dcsf.gsi.gov.uk or Helen Milner, UK online centres, Ufi, hmilner@ufi.com
