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Assisted Digital

July 2017 - July 2018

What is 'assisted digital'?'Assisted digital' is a service that helps people to use online services. People might want help if they have never gone online, aren't very confident in doing so, or are unable to do so.Why we need an assisted digital programmeWe are keen that the take-up of our digital services is as high as possible. We know many people want to deal with government online and are already using some of our online services. However, that's not the case for everybody.We have launched the assisted digital imitative to help customers who are unable to access government services because of lack of access to a computer, or those who don’t have the skills or confidence to use online services.Phased rolloutWe started with a pilot project at Social Security, with computer stations and digital advisors. Next, equipment was bought and installed at two parish halls - St. Clement and St. Mary. In 2018 equipment was set up at the other parish halls.The equipment at the parish halls comes with instructions for accessing the planning register. People who want to access documents relating to a planning application but could otherwise not do so online can now do this at the parish hall. This means we no longer need to send paper copies of the planning application documents to each parish hall, saving on administration time, printing and postage. New internet kiosks have been installed at the Customer & Local Services department at La Motte Street, with welcome hosts available to help customers use the equipment to access government online services.

Challenges we've faced

We want to put the support for people who aren't confident users of technology in place before people start to highlight the need for such as service. However it has been difficult to gauge demand, and so far, the equipment in the parish halls has had little use.

Business owner

Marcus Ferbrache, Information Services - Head of Digital Delivery

Project team

  • Laura Hopley, Information Services - project manager
  • Customer services staff at Social Security
  • Library management
  • Parish secretaries of St Clement and St Mary
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