Get Online Centre

Summary

The request sought comprehensive cost, usage, and governance data for the Isle of Man's Get Online Centre, but the response only disclosed a partial document detailing the project's funding history and revised cost estimates due to pandemic delays.

Key Facts

• The Get Online Centre initiative originated from a £46,000 bid submitted in December 2019, with £44,351 granted.
• Project implementation was paused in March 2020 to repurpose the Welcome Centre as a COVID-19 contact centre.
• Plans resumed in February 2022, but rising hardware and material costs necessitated a budget review.
• The facility design was modified to comply with the Equality Act 2020 to ensure accessibility for disabled and older residents.
• The response document is incomplete, cutting off mid-sentence regarding the cost of new chairs and tables.

Data Disclosed

• £46,000
• £44,351
• 19th December 2019
• March 2020
• April 2022
• 09th May 2022
• January 2020
• February 2022

Original Request

Dear Sir/Madam, I write to request access to information relating to the Isle of Man Government's Get Online Centre initiative, which was launched in early 2023 as a facility to support digital inclusion. Please provide the following information for the Get Online Centre (including any predecessor or successor facilities/initiatives): All cost information related to the establishment, operation, and closure (if applicable - it appears to be closed to the general public at the moment) of the Get Online Centre at the Sea Terminal in Douglas, including: a. Capital expenditure and set-up costs (e.g., fit-out, equipment, software/licences, furniture). b. Annual operational costs (staffing, rent/utilities, maintenance, training materials, digital infrastructure). c. Any external contracts or service provider costs. User statistics and participation data, including but not limited to: a. The number of individual users who accessed the Centre (monthly/annual figures) since opening. b. Participant demographics (where available and anonymised). c. The number and type of training sessions or services delivered. d. Metrics on digital service uptake linked to Centre activity. Evaluation and outcomes: a. Any formal evaluations, metrics, or Key Performance Indicators (KPIs) used to assess the Centre's effectiveness. b. Results of evaluations, including evidence of outcomes and impacts on digital inclusion. c. Any return on investment (ROI) assessments completed (financial, social or otherwise). Governance and approval details: a. Documentation showing how the Get Online Centre was authorised, including business cases, risk assessments, and sign-off(s) by Ministers/officials. b. Minutes, correspondence, or briefing papers relating to Cabinet or Departmental decisions on the Centre. c. Information on the criteria for deciding its closure (if closed) and supporting documentation. Communications and policy context: a. Any internal or external communications (reports, memos, presentations) relating to the rationale for establishing the Centre. b. Guidance, strategy, or policy (e.g., digital inclusion strategy papers) referencing the role of the Centre in Government objectives. If any of the above information is withheld or exempt, please provide the relevant exemption being applied and an explanation of why the exemption applies. I would prefer to receive the information electronically via email where possible.

Data Tables (11)

Full Response Text

Digital strategy – Digital inclusion additional bid April 2022 To Digital Strategy Fund Board
From , Welcome Centre Development Manager, Policy Reform, Cabinet Office Date 09th May 2022 Subject Digital Strategy additional fund bid – Digital Inclusion project

Background On 19th December 2019 a bid of £46,000 was submitted to the Digital Strategy Board to support a programme of Digital Inclusion work within the Welcome Centre located in the Sea Terminal building in Douglas.
The aims and objectives of the fund were to: • increase online uptake of transactional services and;

• ensure that as the Digital Strategy is pushed forward that we continue to ensure we are a caring and inclusive society that continue to provide services that meet the needs of all of our residents, whether online or offline.
This bid was supported by the Digital Strategy Board and a sum of £44,351 was granted.
Key information In December 2019 work began to progress this project, but shortly after plans were put on hold due to COVID-19. In March 2020 a contact centre was established at the Welcome Centre to provide community information and support to residents during the Coronavirus pandemic on the Island. The Welcome Centre facilities and core team were utilised to set up the contact centre between March 2020 and April 2022.

Following the full implementation of the Equality Act legislation in January 2020, it was necessary to review the design plans and service proposal regarding accessibility and ensure we meet our legal duties under the Act. This project specifically seeks to help digitally excluded priority groups and therefore likely to benefit those with the protected characteristics of disability and age, and also race and ethnicity. As a result of the review, the design plan has been modified to ensure the physical environment is accessible and we have also identified a need for assistive equipment. Plans to progress the ‘Get online room’ resumed in February 2022, more than 2 years since all original costings were submitted. The Department of Infrastructure has now commenced work to redefine this space but since the onset of the pandemic prices for hardware and materials has soared and plans to develop this facility are now costed at a higher price. The original paper submitted included limited IT for this space, in the hope customers requiring assistance from this service would bring their own equipment, we believe to provide a space that is digitally inclusive we need to offer a variety of equipment with enough to run one to one and group sessions.

New estimates for Refurbishment Training Resources and Hardware

Details Cost Per unit Total Cost Extension of the online room into the Welcome Centre which would include the removal of 3 existing walls, furniture, signage and networking. Extension of the room into an existing store room, the space will require refurbishment which would include decoration, electrical, lighting and network alterations to the required specifications for new online room set up. New chairs and tables are also required, to provide space for offline and online support, along with new workstation surfaces. Fire alarm alterations in line with Health and Safety requirements and 2 sets of solid core fire double doors and 3 single solid core fire door doors plus 2 factory fitted clear glazed windows.

£34,000

£34,000 12 Apple iPad 64GB 9.7” Cellular (9th Gen) and 4
iPad Kiosk with Powered Security Tether £384
£155
£5228 3 Microsoft Surface GO laptop M/S licence cost £678 £220 £2,694 4 HP USB - C/A Universal Docking G24 HP 4.5mm and USB-C Dock Adapter G2 £112 £14.54 £506.16 8 monitors Inc. installation costs per monitor approx. £173 £23.75 £1,574

1 Printer £215 £215 2 large character keyboards keyboard, dependant on any variations. High-contrast keyboard with extra- large lettering provides enhanced visibility. 8 HP Wireless Slim Business Keyboard and Mouse 2 Logitech C310 HD Webcam 8 Jabra Evolve 20 USB Headset approximately £100 per unit

£35.50 £35 £26

£762 2 iiyama 55" " large format display. 4k. 18/7. HDMI + USB @ £793.20 (including 3 year warranty) 2 Tilting wall mount for above display @ £105.00 2 AV interface & cable pack @ £147.56 2 Installation, commission & test @ £440.00

£1,485.76

£2,971.52

Promotion and advertising to increase and improve awareness of online and offline facilities including decals (durable transfers for walls and windows), extra decoration, infographics, signs and advertising approx.

£4500 £4500

Contingency £3000 £3000 One off Software training package for Digital Champions £1500 £1500 Grand Total

£56,050.68

Summary An additional sum of £11,699.68 is requested from the Digital Strategy Fund to continue to develop and improve the existing plan to create an inviting, comfortable and functional room for assisted digital and alternative digital services to meet the needs of our residents.

1

MEMORANDUM

To

Digital Strategy Fund Board
From

Kirsty Hemsley, Director of Change & Reform and Executive Office, Cabinet Office

Date

19th December 2019

Subject

Digital Strategy fund bid – Digital Inclusion project

1. Introduction

The Digital Strategy in 2015, set out a strategic aim for “Online uptake of transactional services to be at 80% within five years and an interim goal of 50% by the end of the current administration.” This focus of driving government services online highlighted a need to support those not currently online through lack of access or skills. As a result the Digital Inclusion Strategy was established the same year to help to facilitate and support the migration of those currently offline to gain the skills and confidence to be able to utilise online services.

The UK Government’s Digital Efficiency Report states that the cost of a digital transaction is 20 times lower than a phone transaction and up to 30 times lower than a postal transaction.1 One of the key goals of the Digital Strategy is to provide online services of a standard that are comparable to other administrations as it offers the potential for Government to be a ‘more effective, efficient and intelligent administration - a smaller, smarter Government.’2

In September 2019 the BBC reported that a recent Oxford Internet Institute (OII) study suggested that 18% of a survey of 2000 adults in the UK described themselves as ‘non-users’ of the internet.
This represented a significantly larger number than the commonly recognised figure of 7.4% reported by the UK Office for National Statistics. Of particular interest were the demographics of this group being largely over 50 and of a poorer background than online users.

In terms of access on the Island the Communication Commission’s Market statistics show that as of June this year current broadband subscriptions provide an approximate penetration rate of 87% of premises on Island. As broadband can reach 100% of premises on the Island this suggests that 13% either choose not to, or cannot afford access to the internet.

1. Digital v Analogue Services

The Digital Strategy Review, conducted in November 2018 identified a significant growth in government services available online which now includes:

• Companies Register of Beneficial Ownership
• Portal for Student Awards
• Civil Registry Notifications of Births and Deaths
• Vehicle Search • Freedom of Information Disclosure Log • Legal Aid Calculator

1 https://www.gov.uk/government/publications/digital-efficiency-report/digital-efficiency-report
2 https://www.gov.im/media/1347695/digital-strategy-01.pdf 2

• New Office of Human Resources website • Automated Payroll for IOM Government employees – a fully automated monthly payroll for over 9,000 staff with 99.6% accuracy in the first month of go-live

In addition to this the following services are currently under development;

• Highways Online Services
• Work Permits Portal
• Corporate Tax Rewrite
• Land and Deeds Services
• People Information Programme Employee & Manager Self-Service Online Portals

As government online services continue to expand and push forward, this project aims to contribute towards a rise in the figures of those accessing government online services.

1. The Welcome Centre – Assisted and Alternative Digital Project

In line with the Digital Inclusion Strategy the ‘Get online room’, at the Welcome Centre, was set up three years ago as a hub for members of the public to get online, and for Government to support Digital Inclusion workshops and projects, providing assistance for those wishing to get online, but struggling to do so.

More recently, the Welcome Centre has established itself as a place for customers of the Isle of Man Government to access services in an alternative method to online.

Alternative digital, access to government services in a non-digital form, has been discussed in the House of Keys and Tynwald over recent months and reassurance has been given from the Cabinet Office that the Digital Strategy promotes ‘digital by default’, and not ‘digital only’. Providing alternative digital services therefore remains critical.

The Welcome Centre is well placed to deliver both assisted digital and alternative digital services, and the potential exists to develop these much further. Following a recent commitment, given by Minister for Policy and Reform, Chris Thomas MHK, plans have been developed to enhance the provision of both online and offline services at the Welcome Centre; assisting those currently offline but with the motivation to get online, to do so in a safe and supported environment whilst also supporting others to access government services in a paper-based format, for those that choose not to use online services.

A project is being established that will set out to increase the capacity within the Welcome Centre by enlarging and improving the facilities, and establishing training for ‘Digital Champions’, alongside an advertising campaign to promote the assisted and alternative Digital services available at the Centre.

A budget is requested from the Digital Strategy Fund to develop these assisted and alternative services at the Welcome Centre through this project.

1. The Proposed Plans

a. Developing the facilities

Plans are in development to enhance the ‘Get-Online room’, creating an inviting, comfortable and functional room for assisted digital and alternative digital services. Funding is required to refurbish the current room to provide space and support for individuals to access on-line services and skills training. An increased capacity would enable group sessions to be held with customers and to ensure that all facilities are accessible to all members of the public.

3

Utilising expertise across Government, including the Office of Cyber Security and Information Awareness, these sessions would facilitate customers to get online, focusing on digital skills, safety, welfare and raising awareness of the range of government services that can be accessed online.
Sessions under consideration include the following;

• Staying safe and secure online • Connecting with family and friends online (using email, skype, FaceTime) • Bring your own device sessions • Accessing Government Services online (paying bills, online tax etc.)

At the moment there is limited access to the online room with only 4 PC’s in the room for use by customers and no working printer. The proposal is that the room will be modernised and reconfigured to ensure it is fully accessible to all members of the public, with particular consideration given to accessibility and issues of equality, to ensure compliance with the Equality Act 2017.
In addition to updating the hardware the number of desk top computers will be increased and consideration will be given to secured hand held devices, such as tablets. This will bring Government in-line with the services currently being offered by Age Concern IOM, University College Isle of Man and some local libraries.

This online room will also allow easy access to all online government services which should feed into the Digital strategy aim to increase online services signups

Costing £28,500.00

b. Developing Skilled Support

In order to facilitate our digital skills training we intend to invest in a software platform that offers a multi-tier system to enable the training of Digital Champions. The system should have the facility to run training sessions for those with the most basic of digital skills and offer project management oversight and statistics on the training being undertaken.

Should this system be well received it would be initially rolled out at the Welcome Centre and could then be considered for roll out in other areas of the Island.

Costing £5,000.00

c. Developing awareness

Alongside these plans for the Welcome Centre, the BIC Digital Inclusion Officer group is now focussing on an awareness campaign developed for those currently offline, or taking their first steps online. This campaign will feature three graphics, which are currently being developed, each will be an infographic, with the first focusing on ‘Online Safety’.

As part of the campaign online safety sessions will be delivered from the ‘Get online room’ at the Welcome Centre. These sessions will take attendees through basic online safety tips to reinforce the messages delivered in the infographic poster.

This awareness campaign will be enhanced with specific focus on the Isle of Man Government, seeking to raise awareness of the ‘get on line room’ at the welcome centre.

Funding to create supporting information is also required, materials in the form of guidance notes specific for gov.im services and how to posters, step by step guides etc. The materials will be able to be used both in the Welcome Centre (in the form of guidance notes, how to posters etc) and in other on line access points across the Island, such as libraries.
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Costing £4,500.00

1. Summary

The request for investment for the Digital Inclusions project falls within the Digital Strategy commitment; Adoption & Inclusion. And the commitments within “to consider all aspects of society and the Digital Strategy includes initiatives to support digital inclusion.” To date there has been no request for funding for the Digital Inclusion Strategy that delivers this element of the Digital Strategy, this request will be the first.

Activities and initiatives to date have been funded from within existing budgets. To make significant progress in this area further funding is required, and targets for increasing on line activity can be set in line with any funding provide

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