Press Release - Progress in making e-services accessible to all
– encouraging use by older people
20 February 2003
More needs to be done to encourage older people – an
increasingly large proportion of the population - to use government
e-services if those services are to provide value for money,
according to the National Audit Office.
The government set itself a target that everyone who wants
access to the internet has it by the end of 2005. The government
expects to invest some £6 billion in e-services by March 2006 to
ensure that all of its services are available electronically.
Today’s report to Parliament by head of the NAO Sir John Bourn
points out that, while steps have been taken to encourage sections
of society, such as older people, who have so far been low users of
e-services, to use them, government departments and agencies need
to be more proactive to tackle the dangers of a ‘digital
divide’.
The NAO report covers e-services in several forms. Most public
organisations now have websites, and some also provide services via
call centres, electronic kiosks and digital TV. Up to now, though,
older people have tended to use e-services far less than younger
people. While 94 per cent of 16 to 24 year olds have used the
internet, only 17 per cent of those over 65 have. While this may be
changing slowly, barriers to increased use include the
physiological effects of ageing, lack of confidence or familiarity
with new technologies, cost, location and a belief by older people
that e-services are of no relevance to them.
The government has developed a variety of initiatives to
increase use of e-services by groups such as older people, both at
home and in public places. For example, a network of over 6,000 UK
online centres, aimed at offering access to IT to a number of
groups including older people, was successfully delivered by the
end of 2002. There have also been projects to provide refurbished
computers to those on low incomes, including those pensioners on
Minimum Income Guarantee. Piloting of information kiosks and
digital television has been undertaken partly to identify barriers
to use by those uneasy about using new technology. And the Office
of the e-Envoy, working with groups such as Age Concern and Abbey
National, has undertaken advertising and promotional activities
aimed specifically at older people.
Sir John praised the efforts of many UK online centres to
encourage people with few or no IT skills, but felt that others
could do more to encourage older people to use their facilities. He
expressed some concern about the sustainability of some centres
once current short-term funding ended and noted that progress had
been slower than expected in setting them up in deprived areas. The
government sees interactive digital television as an additional way
of delivering services to older people, but Sir John warned that
departments should not develop further major interactive digital
television services independently until existing pilots demonstrate
a clear business case for the medium.
Many government departments and agencies are taking steps to
make their websites more ‘user friendly’ and there is widespread
recognition of the need to ensure that services can be used, for
example, by those with visual impairments (90 per cent of people
who are blind or partially sighted are over 65).
However, today’s report shows that many government websites
still do not incorporate design features that would make it easier
for older people to use them. An examination of 65 websites likely
to be of interest to many older people revealed that none complied
with all the criteria, and only 25 per cent passed tests involving
software to check adherence with worldwide standards. The Office of
the e-Envoy has now begun to review government websites and discuss
improvements with the relevant departments and agencies. Many are
making improvements as they update their sites.
Among the NAO’s recommendations are that the Office of the
e-Envoy takes the following action:
- clearly define and publicise how it intends to measure progress
towards the target of internet access for all who want it by 2005,
and the criteria for assessing when the target is achieved;
- consider setting and monitoring a specific target for usage
amongst older people to focus attention on this group;
- undertake a marketing campaign, which includes specialist
voluntary sector organisations and, in the media most commonly used
by older people, highlight the benefits of using e-services, and
draw attention to the main services available electronically;
and
- ensure that the requirements of those with disabilities are
taken into account in any further development of government digital
television and information kiosk services.
It also encourages all departments and agencies to review their
e-services regularly against best practice on accessibility.
Sir John Bourn said today:
"Older people are major users of public services but, as
a section of society, are far less likely to access those services
electronically. However, these e-services are potentially a great
boon to older people many of whom have mobility problems, have
difficulty in gaining access to sources of information, live alone
or want to remain independent and involved.
"If government is to take full advantage of the
potential of technology, it must make sure its e-services are
accessible to all and work to avoid a ‘digital divide’. More older
people would be willing to use new technologies if they saw the
benefit to them of doing so. The Office of the e-Envoy, Departments
and agencies have a key role to play in publicising the benefits of
e-services and providing older people with the encouragement and
facilities to use them."
Notes for Editors
- National Statistics reported in October 2002 that only 17 per
cent of people over 65 have accessed the internet, compared to 94
per cent of 16-24 year olds.
- UK online centres are public internet access facilities. The
centres are located in a variety of settings, including public
libraries, high street internet cafes and colleges. The centres
provide basic training to new users, and are either free to use or
charge a nominal fee. The Department for Education and Skills and
the Department for Culture, Media and Sport had a target to
establish 6,000 UK online centres in England by the end of 2002,
including 2,000 centres in deprived areas. There are currently
6,300 UK online centres in England.
- The Office of the e-Envoy expects departments and agencies to
make their websites accessible and usable by everyone. It has
issued guidance on the accessibility of websites, incorporating
best practice developed by bodies such as the World Wide Web
Consortium (www.w3c.org). Our work found that very few public
bodies have introduced standard access keys, allowing people to
access websites without using a computer mouse. Many government
websites do not have a PICS rating, a certificate of the
suitability of a website. Many public-access computers, such as
those in UK online centres, have a filter on their internet browser
that prevents anyone from seeing websites that do not have a PICS
rating.
- Press notices and reports are available from the date of
publication on the NAO website at http://www.nao.org.uk/ Hard copies can
be obtained from The Stationery Office on 0845 702 3474.
- The Comptroller and Auditor General, Sir John Bourn, is the
head of the National Audit Office employing some 750 staff. He and
the NAO are totally independent of Government. He certifies the
accounts of all Government departments and a wide range of other
public sector bodies; and he has statutory authority to report to
Parliament on the economy, efficiency and effectiveness with which
departments and other bodies have used their resources.
Press Notice 13/03
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