Agenda item

Briefing Note of the Deputy Chief Executive

The Business, Economy and Enterprise Scrutiny Board (3) received a Briefing Note and Presentation of the Head of Customer Services which provided an insight into the early thoughts surrounding Digital Inclusion and the Digital Service & Inclusion Lead remit including an overview of the likely areas of focus for the service as it evolved.

The digital divide existed in a pre-pandemic world, in 2020 The Good Things Foundation Digital National Report highlighted that 9 million people nationally were unable to use the internet without help and that 7 million households had no access to the internet at home.  Figures published in Lloyds Consumer Digital Index report of 2021 identified that 3% of West Midlands residents, equating to 11 thousand Coventry People were ‘off-line’ and 30% of residents, 111 thousand people in Coventry only completed basic tasks on an infrequent basis.

The Lloyds Consumer Index reports that 53% of people would improve their digital skills if access to the internet and devices were cheaper, with 67% of people suggesting that they would improve their digital skills if they could access available support.  A growing number of people had, by necessity, used self-service provision since the pandemic with services in all sectors moving their offer to on-line access or provided through other digital solutions.  This was advantageous for many however, it has served to increase the divide, further disadvantaging those who were not digitally confident or who did not have access to the required facilities.

The creation of a digital inclusion offer was intended to improve this position, supporting residents to:

•  Improve digital skills and confidence

•  Access suitable digital devices

•  Access digital connectivity

The presentation outlined the role of the new Digital Service and Inclusion Lead and noted that initial recruitment to the temporary role was unsuccessful and the recruitment would now be for a permanent position.

Councillor R Singh had been invited to join the discussion as Chair of Finance and Corporate Services Scrutiny Board 1 which had an interest in digital items.

Councillor Brown, Cabinet Member for Strategic Finance and Resources highlighted Ofcom statistics which placed Coventry in a fortunate position Nationally and Locally regarding infrastructure.  That would enable consideration of what to do with the infrastructure and supporting people at various stages of learning skills.

The Board questioned officers, received responses and discussed the following issues:

•  The digital ability of the organisation compared to digital inclusion

•  Progress on delivering a Member casework tool and integration with the existing CRM Customer Relationship Manager 

•  Accessibility of the Digital Services Offer

•  The involvement of other stakeholders such as the 3rd sector to establish what their digital offer is and consider supporting access to those services

•  Ensuring the Council’s digital offer was mobile friendly and the increase  in use of apps on mobile phones rather than laptops to access services

•  The need for this role before now and the need for a role to continue in future.

The Board requested that further details about case work tools be reported back to Members.

RESOLVED that the Business, Economy and Enterprise Scrutiny Board (3):

1)  note the report and request a further report back in 6-12 months’ time

2)  request the Cabinet Member give further consideration to the split between the external and internal focus of the new role and the digital capability of the organisation