Digital transformation or digital divide?
Julian Lomas
There is no doubt that the pandemic has dramatically accelerated the shift towards digital delivery. During lockdowns almost all organisations had to shift delivery online and move to remote working. A recent NCVO report finds that 82% of charities used digital technology during the pandemic with only 41% having done so beforehand.
There have, of course, been significant advantages to these changes including:
Increased reach and accessibility - most, but not all, charities reported that shifting online had enabled them to reach more beneficiaries. One of our clients, running groups for people with dementia even reported over 10 times as many people attending their online groups as attended the face to face sessions before the pandemic.
Greater efficiency - in common with organisations across sectors, many charities have found that remote working and use of digital communication tools has improved efficiency, for example through reduced travel time (and costs).
Skills development - charity staff and beneficiaries have learned new skills to help them make best use of digital tools.
Better outcomes - many charities have reported that, at least some of their services have proved to be more effective online, particularly if that has required a shift from group work to one-to-one support (e.g. for safeguarding reasons).
Increased income - some charities have even reported that online delivery has been easier to find funding for either because funders want to support innovation or because public sector commissioners prefer being able to fund on a client by client basis rather than funding a whole programme for a group of clients.
But we have to remember that the data that support these conclusions look at averages and total numbers. While digital may, in many cases, have been good for the majority of beneficiaries, the shift has left many behind.
Digital exclusion remains a real challenge for many of the most vulnerable people charities serve. For example, our client who experienced a dramatic increase in numbers of people attending online dementia support groups also found that those attending were, for the most part, not the same people who had attended in person pre-pandemic. This gives rise to some challenging choices for the future: e.g. can the charity afford to provide both options in the future or will they need to choose between reaching fewer, more vulnerable people in person or more, less vulnerable people online?
Digital exclusion is not just about whether a person has internet access, there are many causes including:
Lack of skills to use digital tools effectively.
Lack of confidence online, including fear of being scammed.
Lack of a suitable environment in which to hold a video meeting (e.g. not having a private room at home or because community facilities used to access the internet are closed).
Lack of suitable devices to participate effectively (e.g. old devices may not support the required software or screen size is too small to enable effective participation).
Moreover, some beneficiaries will never be able to access digital services because of the nature of their need (e.g. profoundly disabled people or those with advanced degenerative conditions).
It is also undoubtedly true that, while for many charities remote working and online delivery has increased efficiency, a significant upfront investment in equipment and digital infrastructure has been required. For some, online delivery has also proved to be significantly more expensive than previous face to face delivery (one of our clients has moved from face to face group work to one-to-one online support, which has improved outcomes but also increased delivery costs by over 40%).
It is, therefore, essential that as charities plan for the future, they give care and attention to digital exclusion including retaining in person services where required as well as supporting beneficiaries to access online services, e.g. through skills development, providing devices, building confidence, designing services and working practices so that they are accessible as possible and investing user-friendly software and platforms.