This report considers access to services as a key element of e-government. To be effective and efficient, e-government needs to reach people who need local authority services most. These are often the most disadvantaged people in communities - unemployed, people with disabilities, people with language and literacy difficulties, elderly, lone parents etc.
These groups (and others) are recognised as being at risk of a digital divide - not being able to access electronic services, and not having digital literacy skills or motivation. Accessibility is being addressed to a certain extent through web accessibility standards, or legislation such as Disability Discrimination Act (DDA). However, there are serious gaps in understanding the diverse needs of citizens and how to make e-government inclusive. Digital inclusion is core to this.
The IDeA has commissioned Citizens Online and IERC Ltd. to produce the report on local authorities digital inclusion activities. It gives an overview of councils' digital inclusion (social inclusion/ ICT) activities and identifies good practice in councils' access to service initiatives. This research aims to assist councils in developing equitable access/service strategies and provides guidance on how mainstreaming digital inclusion activities.
This research was undertaken in two phases. The first phase was a telephone survey of 78 local authorities taken from a national representational sample, that investigated the extent of social exclusion problems and the use of technology. Further to this face-to-face interviews were undertaken with 21 authorities showing good practice in digital transformation. Key findings and recommendations are presented in the report.
Download the report
Download e-Government: reaching socially excluded groups? (PDF, 30 pages, 1.7MB)
This is a large file, and it may take some time to download.
To request a free printed copy by email to ihelp@idea.gov.uk
For further information please contact Helen McQuillan, Strategic Support Unit, IDeA
email: helen.mcquillan@idea.gov.uk
