Reassured, Optimised, Transformed: Driving Digital Demand

download Reassured, Optimised, Transformed: Driving Digital Demand

of 71

  • date post

  • Category


  • view

  • download


Embed Size (px)

Transcript of Reassured, Optimised, Transformed: Driving Digital Demand


    Report by

    Federation of Small Businesses

    September 2015

    Federation of Small Businesses




    We would like to thank all of the small businesses who spoke with us to help better inform our understanding of the issues addressed in this report. We would also like to thank our research partner Verve for their ongoing support in delivering and analysing the significant quantities of data we gathered over the course of this project.

    Thanks are also due to staff members at DCMS, Go ON UK, EE, BT and TalkTalk who provided comments on different elements of the report, with BT also providing a case study. We also thank Google UK for providing space for the launch of this report.

    The views expressed in this report are solely those of the FSB except where otherwise stated.


  • 4


    Foreword 6

    Executive summary and recommendations 8

    Section one: Benefits of digital connectivity for small businesses 15

    Section two: Barriers to development 31

    Section three: Small businesses use of mobile services 57

    Section four: Policy recommendations 63

    References 68

    Annex: Methodology 69

    Table of Contents




    Sales grew in a year due to being online



    of businesses interact with customers and suppliers online


    70%of businesses use connectivity to innovate

    94% of businesses use internet banking

    51% of firms do business online15% plan to in the future


    of members say broadband is vital to business


    70%of members say

    mobile phones are vital to business


    use it27%

    would like to upgrade to superfast broadband



    use social media65%

    use cloud computing55%

    have an app11%

    42% see digital skills as important for future business growth

    FSB Member

    Verve: Telecoms Survey

  • 6


    In July 2014, the FSB published the The Fourth Utility a discussion paper setting out the importance of broadband and mobile services to small businesses across the country.1 This paper highlighted the significant issues which small businesses faced in accessing the digital infrastructure which they reported they needed to grow. The paper called for the Government to set new ambitious targets for the delivery of superfast broadband.

    Equally importantly, the FSB wanted to see a Universal Service Obligation (USO) created and delivered in order to help businesses in areas which were especially struggling. This is most notable in rural areas where the market may otherwise not deliver acceptable levels of service.

    We also raised our concerns about how the market is structured, and whether there was adequate competition to deliver fit for purpose services at affordable prices for the small business market. In our view, there was insufficient provision of these services to small businesses. The promotion of greater competition in telecoms markets would, we argued, help small business consumers access the services they need at reasonable prices.

    The Fourth Utility report primarily focussed on supply-side issues such as infrastructure availability and market structure. These are important issues which the FSB continues to engage with the Government and regulators on.

    Since the publication of The Fourth Utility, the FSB has welcomed the increased recognition from the Government, Ofcom and the communications providers that the small business market has not been as well served as it could have been, especially in comparison to the successes which have been delivered for the residential market. This recognition provides an opportunity to take action to ensure that small businesses will be able to benefit from increased competition and choice within the telecoms markets in the future. We are already seeing policymakers taking positive strides in this direction.

    Recent research carried out by Ofcom into the experience of small businesses in the telecoms market provides an additional set of data illustrating that there remain problems which need to be addressed.2 The FSB supported many of the conclusions of this report as the issues and actions identified should help improve the quality and availability of telecoms services for small businesses.

    The previous Governments commitment in the Digital Communications Infrastructure Strategy (DCIS) to create a USO is also welcome, as is the ambition to deliver ultrafast broadband to nearly all households.3 As will be discussed in greater detail, and as Ofcom has recommended, it is important that explicit targets for small business coverage are included within any USO.

    We also recognise that good progress has been made on the delivery of infrastructure, especially in areas where Broadband Delivery UK (BDUK) has been working with BT to roll out fibre infrastructure in areas where a commercial deployment would otherwise not have taken place. This large scale infrastructure programme is continuing to improve the quality of infrastructure available and is on

    1 FSB, The Fourth Utility: Delivering universal broadband connectivity for small businesses across the UK, July 2014. Available at Accessed July 2015

    2 Ofcom, Broadband services for SMEs: assessment and action plan, July 2015. Available at: Accessed July 2015

    3 DCMS, Digital Communications Infrastructure Strategy, March 2015. Available at: Accessed July 2015


    Mike CherryFSB Policy Director



    track to meet the current target of delivering superfast broadband to 95 per cent of the country by 2017. Aside from this programme, both BT and Virgin Media are continuing to invest in the commercial roll out of digital infrastructure which is also helping to bring better services to more and more small businesses, although more still needs to be done to plug gaps in availability.

    The Fourth Utility clearly demonstrated the critical importance of a broadband connection to small businesses across the country. What we wanted to better understand following this research was how small businesses actually use the internet, and importantly, whether there were other barriers stopping them doing more online or taking up superfast broadband.

    This new report is based on the premise that almost all small businesses should, and could, be doing more online. Despite this, many small businesses are not taking full advantage of the different benefits using online services can offer. This report therefore moves from looking at supply side issues to that of how to stimulate demand in the most effective manner.

    A small business owner will need to carry out many different functions within their business, but many small and micro businesses may not have the knowledge or experience to effectively interact with the telecoms market. In many ways, small business owners may therefore engage with the telecoms market in much the same way as consumers in residential markets do. A key goal of this research is to better understand how small businesses interact with the wider telecoms market, and whether additional regulatory protection is warranted as a consequence of this.

    We present quantitative and qualitative research, commissioned from an independent research agency, Verve, which explores what the benefits to small businesses are in doing more online and what barriers are preventing them from taking these steps.

    This report shows how small businesses can grow through embracing digital technologies. We present a series of case studies, based on both our conversations with our membership and on our externally commissioned research. Taken together, these case studies present the positive case to all small businesses as to why they should invest the time, effort and financial resources to increase their use of digital services.

    Our research also uncovered some of the barriers stopping small businesses from taking up superfast services and from doing more online. Based on these findings, our conclusion is that more needs to be done to reduce these barriers and to stimulate demand by the Government, regulators, industry stakeholders, and indeed, from business groups like the FSB. The research we have carried out serves as an evidence base upon which we base our policy recommendations.

    The executive summary highlights key findings from our research, along with summarising our main policy recommendations. Section one looks at how small businesses currently use online services, and summarises the benefits that doing more online can deliver. This is followed by section two which identifies the reasons why small businesses are not making full use of digital services. It also considers small businesses as consumers and identifies the challenges they face in interacting with telecoms markets. Section three examines how small businesses are using mobile services in their business. Finally, section four summarises the key policy recommendations from