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BridgeMakers

Shade Nathaniel-Ayodele – Southwark

Nishat Aziz – Newham

Malcolm Igbokwe – Hackney

Anna C Monk – Hackney

Emily Verlander – Hackney

London Office of �Technology & Innovation

LOTI_LDN

www.loti.london

#LOTI

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BridgeMakers: Press Release

The Office of the London Mayor is proud to present a new ground-breaking project that aims to bridge the digital divide.

In Partnership with Amazon, this project makes the most of the best community insight from teams already on the ground within London’s boroughs by combining it with the most innovative data collection and analytics tools.

Putting the Most Vulnerable First

Sustainability:

- Recycling and refurbishing donated devices

- Constantly adapting to changing needs

The Office of the London Mayor is proud to present a new ground-breaking project that aims to bridge the digital divide. In Partnership with Amazon, this project makes the most of the best community insight from teams already on the ground within London’s boroughs by combining it with the most innovative data collection and analytics tools.

Key Messages:

Putting the Most Vulnerable First

Sustainability:

- Recycling and refurbishing donated devices

- Constantly adapting to changing needs

Identifying and Prioritising need within the community is at the heart of this project. So too is sustainability. Devices donated by our commercial partners and via the public donation drive, will be refurbished in a safe and smart way. The project is also sustainable due to its adaptability and scalability.

By focussing on access points and ensuring that there is a plan to continuously keep both community devices and skills training up-to-date, we can ensure that this project grows and adapts sustainably to future changing needs.

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Customers:

I am a vulnerable resident and I am in need of a device, �who do I contact?
How can I access the devices/resources?
How do I use these devices?
What sort of training is available to help me use these devices?
What sort of training is available to set me up on the internet?
English is not my first language, what support is there for me?
As I am receiving a refurbished device, if there is something wrong with it, �how can I receive support on this?
Are these devices safe to use?

Stakeholders:

Who is this for?
What will this aim to improve?
How many devices do we need to roll out?
There is a reason these Fire phones were a failure, how do you think these devices will help vulnerable� residents now?
Are these Fire phones accessible to all users needs?
Who will create these interactive videos and how will they be used?
Who will be doing the analytics and handling council relationships?
How can we make this sustainable?
How will we judge whether this is successful?

FAQs

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IMPROVING ON WHAT WE’VE LEARNT & SCALING

Sharing lessons learned across boroughs
Donate refurbished devices, older council devices

EXISTING KNOWLEDGE IN THE COUNCIL

Build on the network of expertise we already have leveraging the different departments
Work cross-functionally
Share knowledge

USING TOOLS TO IDENTIFY & ASSESS THE NEED

Start with a baseline
Prioritisation of who needs it
Amazon Contact Lens
Amazon Quicksight

IDENTIFYING DIFFERENT PERSONAS

WHO IS EXCLUDED?

Elderly
Care leavers
Homeless
Domestic abuse victims
People with disabilities
People on low income
Young people
People who don’t have English as a first language

Identify vulnerable residents

How to identify: use current knowledge of residents, will differ between boroughs, use analytics + preexisting knowledge in the council, send form to employees identifying who they work with that might be in need of this service

https://aws.amazon.com/connect/contact-lens/?c=8&pt=4 Can Council contact centres use this tool to analyse their resident interactions? Is there a reason residents are calling rather than using the online service, this information can then be used to understand how to target those that might need help or a device. The machine learning will also enable the contact centre to get better at pre-empting resident’s needs and perhaps improving the website based on feedback
https://docs.aws.amazon.com/quicksight/latest/user/welcome.html Amazon Business-Intelligence Service. Uses data from multiple sources and quickly visualises and makes insights visible.

Who: elderly, homeless, people with disabilities, low income, young people

Important to understand these groups and their needs - i.e. not all people with a disability have issues accessing digital resources

Problems: access points, internet connection, knowledge/skills, language barriers,

How to help:

Internet connection: dongles, free internet locations closed,

Devices: donate refurbished devices/ “£0 laptop”, neverware, companies old devices

Knowledge/skills:

Language barriers:

Council as a network, current services already in place,

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What’s already being done?

- Connect Hackney: bridging the digital divide through classes and projects. Addressing the needs of groups more likely to face social isolation.

- People with learning disabilities

- People from BAME backgrounds

- Over 50s

- Smarter London: Mi Wifi programme lending out mobile wifi add-ons from public building.

- Break the digital divide: Donate devices to Camden schools

- City of Porto case study: https://aws.amazon.com/partners/success/city-of-porto/

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What more can we do?

AWS Services and Technology

We look to contact Amazon in hope to partner up and distribute the Amazon fire phones that they have in their warehouse to people that are in need of those devices.

Using an Amazon web service called ‘We Power Tech’ which will allow us to host sessions to teach and bridge the gap between digital inclusion.

Using Amazon Pinpoint we can break down our audience and send tailored messages based on their needs

Amazon Interactive Video will allow us to create videos on how to carry out tasks for digitally excluded residents.

We hope to also incorporate Amazon Translate to close the potential language barrier making it easier to provide devices and teach those individuals.