Democratic Involvement, Alternative Channels, Smartphones & Beyond

Kirklees Council – Looking LocalJane Hancer - March 18th, 2011

Looking Local - Background

• Formally the DigiTV National Project – originally funded by DCLG

• Now fully owned and operated by Kirklees Council on behalf of all UK government & agencies

• Publishing government services on TV for 8 years & on mobile for 4 years

• 120 Local Authorities, Housing Associations and Health Trusts engaged to date

• Major partnerships: Jobcentre Plus, Transport Direct, NHS Choices, DirectGov

• Looking Local Technology allows service delivery on Multiple Channels: - Digital Television (SKY, Virgin

Media, Freeview with modem)- Other consumer devices e.g.

Wii- Mobile Phones

- Kiosks

• Formally the DigiTV National Project – originally funded by DCLG

• Now fully owned and operated by Kirklees Council on behalf of all UK government & agencies

• Publishing government services on TV for 8 years & on mobile for 4 years

• 120 Local Authorities, Housing Associations and Health Trusts engaged to date

• Major partnerships: Jobcentre Plus, Transport Direct, NHS Choices, DirectGov

• Looking Local Technology allows service delivery on Multiple Channels: - Digital Television (SKY, Virgin

Media, Freeview with modem)- Other consumer devices e.g.

Wii- Mobile Phones

- Kiosks

Digital Exclusion - 2011

• Nine million adults in the UK have never accessed the web Networked Nation Manifesto (June 2010)

• Nearly 50% of households earning less that £11,500 are not online compared to only 4% of households with an income of £30,000 or moreSOCITM Better Connected Report (March 2011)

• 48% of disabled people are offline SOCITM Better Connected Report (March 2011)

• In the socio demographic groups; 23% of C2s have no access and 46% of DEs have no access IPSOS MORI Technology Tracker (July 2010)

42% of local authority tenants and 43% of housing association tenants are offline IPSOS MORI Technology Tracker (July 2010)

>> Additional self service channels need to be found to deliver better government services and organisational efficiencies

• Nine million adults in the UK have never accessed the web Networked Nation Manifesto (June 2010)

• Nearly 50% of households earning less that £11,500 are not online compared to only 4% of households with an income of £30,000 or moreSOCITM Better Connected Report (March 2011)

• 48% of disabled people are offline SOCITM Better Connected Report (March 2011)

• In the socio demographic groups; 23% of C2s have no access and 46% of DEs have no access IPSOS MORI Technology Tracker (July 2010)

42% of local authority tenants and 43% of housing association tenants are offline IPSOS MORI Technology Tracker (July 2010)

>> Additional self service channels need to be found to deliver better government services and organisational efficiencies

Alternative Channels

DIGITAL INTERACTIVE TV - UK • 13 million homes in the UK have SKY TV (satellite) • Nine million have Virgin Media TV (cable)• 500K homes have BT Vision= OVER 55% OF UK HOMES CAN ACCCESS DITV

• BBC backed Youview launches in 2011

• 25% of homes own a Nintendo Wii

In 2010 LOOKING LOCAL & PARTNERS- 22.7 million HITS / 1.4 million SESSIONS- 23% increase on 2009 (more partners, but also more people using and interacting with TV - Jobcentre Plus = 235,000 SESSIONS (43+ PAGES) - Around £4million savings (Based on SOCITM Benchmark figures of £2.90 per call)

DIGITAL INTERACTIVE TV - UK • 13 million homes in the UK have SKY TV (satellite) • Nine million have Virgin Media TV (cable)• 500K homes have BT Vision= OVER 55% OF UK HOMES CAN ACCCESS DITV

• BBC backed Youview launches in 2011

• 25% of homes own a Nintendo Wii

In 2010 LOOKING LOCAL & PARTNERS- 22.7 million HITS / 1.4 million SESSIONS- 23% increase on 2009 (more partners, but also more people using and interacting with TV - Jobcentre Plus = 235,000 SESSIONS (43+ PAGES) - Around £4million savings (Based on SOCITM Benchmark figures of £2.90 per call)

Looking Local Services

WIDE RANGE OF SERVICES DELIVERED:• INFORMATION ON ALL/ANY SERVICE• REPORTING/REPAIRS • CHOICE BASED LATTINGS• GP SERVICES & REPEAT PRESCRIPTIONS• ACCOUNT MANAGEMENT & PAYMENTS• WASTE COLLECTION• NHS CHOICES (HEALTH INFORMATION, MEDICAL A-Z & LOCAL HEALTH LISTINGS) • EVENTS• JOBS• UP TO THE MINUTE TRAVEL & TRANSPORT NEWS / JOURNEY PLANNING• INFO ON SERVICES/BENEFITS/LOCAL NEWS• TIMEBANKING• CREDIT UNION SERVICES/ACCOUNT MANAGEMENT• FEEDS IN FROM TWITTER/FLICKR

>> LOOKING LOCAL CAN INTERFACE WITH ANY LOCAL DATABASE AND PULL IN INFORMATION/SERVICES: ‘PLUG-INS’

WIDE RANGE OF SERVICES DELIVERED:• INFORMATION ON ALL/ANY SERVICE• REPORTING/REPAIRS • CHOICE BASED LATTINGS• GP SERVICES & REPEAT PRESCRIPTIONS• ACCOUNT MANAGEMENT & PAYMENTS• WASTE COLLECTION• NHS CHOICES (HEALTH INFORMATION, MEDICAL A-Z & LOCAL HEALTH LISTINGS) • EVENTS• JOBS• UP TO THE MINUTE TRAVEL & TRANSPORT NEWS / JOURNEY PLANNING• INFO ON SERVICES/BENEFITS/LOCAL NEWS• TIMEBANKING• CREDIT UNION SERVICES/ACCOUNT MANAGEMENT• FEEDS IN FROM TWITTER/FLICKR

>> LOOKING LOCAL CAN INTERFACE WITH ANY LOCAL DATABASE AND PULL IN INFORMATION/SERVICES: ‘PLUG-INS’

Petitions/Democracy

- Integrated as part of Virtual Town Hall - Can be used for any local issue - Widens access- Equality of response/coverage- Access to ‘hard to reach’- Cheaper means of managing petition/consultation process - Using web-based back end technology so just as safe- Feeds into same database so no additional data management- Locally managed in terms of content/time - Scalability of VTH

- Integrated as part of Virtual Town Hall - Can be used for any local issue - Widens access- Equality of response/coverage- Access to ‘hard to reach’- Cheaper means of managing petition/consultation process - Using web-based back end technology so just as safe- Feeds into same database so no additional data management- Locally managed in terms of content/time - Scalability of VTH

Petitions/Democracy

National integration with Patient Opinion; leading UK health debate site which feeds back into the NHS at a local level.

National integration with Patient Opinion; leading UK health debate site which feeds back into the NHS at a local level.

Welsh Assembly Government runs national consultations across all Welsh sites, extending access to those not online.

Welsh Assembly Government runs national consultations across all Welsh sites, extending access to those not online.

Smartphone Ownership - UK

UK SMARTPHONE OWNERSHIP IS GROWING: - 20% of all phones in UK are smartphones- 12% are iPhones- 36% of males under 35 & 17% of males 35+ have smartphones- 32% of females under 35 & 10% of women over 35 have smartphonesIPSOS MORI Technology Tracker (July 2010)

GARTNER RESEARCH SHOWS THAT MORE SMARTPHONES WERE SHIPPED TO THE UK IN Q4 2010 THAN PCs, FOR THE FIRST TIME EVER

THE SOCITM BETTER CONNECTED REPORT SAYS: “As people are using the internet more and more ‘on the move’, mobile devices are ideally suited to responding to a consumer wanting to complete a simple task. Yet our survey shows that only 4% of all council websites were rated ‘very good’ when accessed on an iPhone.”

UK SMARTPHONE OWNERSHIP IS GROWING: - 20% of all phones in UK are smartphones- 12% are iPhones- 36% of males under 35 & 17% of males 35+ have smartphones- 32% of females under 35 & 10% of women over 35 have smartphonesIPSOS MORI Technology Tracker (July 2010)

GARTNER RESEARCH SHOWS THAT MORE SMARTPHONES WERE SHIPPED TO THE UK IN Q4 2010 THAN PCs, FOR THE FIRST TIME EVER

THE SOCITM BETTER CONNECTED REPORT SAYS: “As people are using the internet more and more ‘on the move’, mobile devices are ideally suited to responding to a consumer wanting to complete a simple task. Yet our survey shows that only 4% of all council websites were rated ‘very good’ when accessed on an iPhone.”

Looking Local iPhone App

Smartphone Development

• Looking Local iOS App launched December 2010: • Specific Reporting App – Streetscene• All Looking Local services• Using integrated technology features (camera, GPS) • Savings for all government partners on local app development

•Android version about to be released (Spring 2011)

•‘Shrink Wrapping’: Building the ability to take any partner plug-in and surface it as an app (either Android or iOS)

• SMS Shortcode

• Platform Agnostic – thinking about Blackberry, working with Youview, linking with broadcasting…

• Looking Local iOS App launched December 2010: • Specific Reporting App – Streetscene• All Looking Local services• Using integrated technology features (camera, GPS) • Savings for all government partners on local app development

•Android version about to be released (Spring 2011)

•‘Shrink Wrapping’: Building the ability to take any partner plug-in and surface it as an app (either Android or iOS)

• SMS Shortcode

• Platform Agnostic – thinking about Blackberry, working with Youview, linking with broadcasting…

Looking Local on Smartphones