Agenda item

To consider the following motion submitted by members in accordance with Standing Order 5:

 

(1)      Digital Divide

 

           This Council notes that there is an ever-increasing use and reliance for services including payment by the use of smart phones, Apps and other digital devices as well as the increase in the use of artificial intelligence and communication tools such as chat functions within websites.

 

Whilst it is recognised that the use of technology has brought benefits to sectors of the community, it has also driven a growing digital divide.

 

In recognition of this divide Council requests that the Chief Executive and Leader:

 

1.              Ensure that implementation of this Council’s digital by design policy does not exacerbate the digital divide and that services are accessible to residents of all ages.   

 

2.              Ensure that the Council's strategic policies are reviewed against best practice to ensure they meet the requirements of the Equality Act 2010;  

 

3.              Ask the Resources and Fire and Rescue Service Overview and Scrutiny Committee to consider this issue and bring forward any recommendations to Cabinet as to what improvements can be made in relation to accessibility of services;  

 

4.              Support Warwickshire County Council’s ongoing work with The Good Things Foundation in tackling the digital divide.

 

           Proposer: Councillor Jerry Roodhouse

 

           Seconder: Councillor Sarah Feeney

 

Digital Divide

 

Councillor Jerry Roodhouse moved the following motion, which was seconded by Councillor Sarah Feeney:

 

This Council notes that there is an ever-increasing use and reliance for services including payment by the use of smart phones, Apps and other digital devices as well as the increase in the use of artificial intelligence and communication tools such as chat functions within websites.

 

Whilst it is recognised that the use of technology has brought benefits to sectors of the community, it has also driven a growing digital divide.

 

In recognition of this divide Council requests that the Chief Executive and Leader:

 

1.               Ensure that implementation of this Council’s digital by design policy does not exacerbate the digital divide and that services are accessible to residents of all ages.  

2.               Ensure that the Council's strategic policies are reviewed against best practice to ensure they meet the requirements of the Equality Act 2010; 

3.               Ask the Resources and Fire and Rescue Service Overview and Scrutiny Committee to consider this issue and bring forward any recommendations to Cabinet as to what improvements can be made in relation to accessibility of services; 

4.               Support Warwickshire County Council’s ongoing work with The Good Things Foundation in tackling the digital divide.

 

Amendment

 

Councillor Yousef Dahmash proposed a friendly amendment which was seconded by Councillor Tim Sinclair (deletions shown as strike through, additions shown bold and underlined)

 

This Council notes that there is an ever-increasing use and reliance for services including payment by the use of smart phones, Apps and other digital devices as well as the increase in the use of artificial intelligence and communication tools such as chat functions within websites.

 

Whilst it is recognised that the use of technology has brought benefits to sectors of the community, it has also driven a growing digital divide.

 

We therefore welcome that this Council does not subscribe to a digital by default policy, and instead employs a more flexible, customer focused approach to enable access to Council services. As such, we further welcome this Council’s continued commitment to ensure that no resident is forced to go digital if they either do not wish to or are unable to do so.

 

In recognition of this divide the Council’s commitment to ensuring that no resident is digitally excluded within the County, this Council commits to:

 

 

1.     Continuing to eensure, through the thatimplementation of this Council’s digital by design policy choice culture, the availability of non-digital alternatives to access Council services. Does not exacerbate the digital divide and that services are accessible to residents of all ages.

 

2.  Continuing to keep Ensure thatthe Council's strategicstrategies and policies areunder reviewedagainst best practice to ensure they meet the requirements of the Equality Act 2010 in line with legislation and our own ambitions, with periodic updates to the Resources and Fire & Rescue Overview and Scrutiny Committee to ensure Member engagement and oversight.

 

3.     Ask the Resources and Fire and Rescue Service Overview and Scrutiny Committee to consider this issue and bring forward any recommendations to Cabinet as to what improvements can be made in relation to accessibility of?services;?? 

 

3.     Continuing to build upon the work that is already being undertaken andSupportWarwickshire County Council’s strong relationship ongoing work  with The Good Things Foundation in respect of tackling the digital divide inclusion best practice and to ensure digital inclusion in Warwickshire’s libraries.

4.      

5.     Continuing its extensive programme of work to build digital skills, including free access to public computer networks, provision of free WiFi in public spaces and the digital device lending scheme.

 

In moving the amendment, Councillor Dahmash hoped the wording captured the spirit of the original motion but provided more of the essence of the work that was already being undertaken.  He noted that the Council had a digital by culture policy, not one of digital by default, and recognised that changing technologies required new skills for engagement which could create a digital divide, especially for older people, those renting or those with no means to access the internet.  He commented on work taking place with The Good Things Foundation and the extensive programme of work to deliver skills training through the libraries together with the provision of practical access to wifi and alternative methods to make contact. 

 

In view of the late hour that the amendment was provided, Councillor Roodhouse did not accept it as friendly.

 

Debate

 

Councillors Kate Rolfe, Bill Gifford and Sarah Millar expressed concern regarding the move from paper-based visitor parking permits to a digital system and shared examples of the difficulties that elderly residents were having navigating it.

 

Councillor Tracey Drew commented on the lack of equality of access for those booking household recycling centres online and those trying to do so by telephone.  Councillor Timms made a point of clarification that it was possible to book appointments by telephone.

 

Councillor Brett Beetham commented that the debate was wider than the focus on visitor parking permits and reminded the Chamber of the strides the Council had taken during Covid to address the digital divide which had a wider impact above improving access to education.  He also reminded the Chamber that digital options improved access for those who were unable to work with paper-based systems.

 

Councillor John Holland did not consider that the amendment reflected reality and expressed the view that some people did not have signal or were otherwise unable to use technology.  He acknowledged that digital options provided a support for some disabled customers but for others, the customer call centre provide a lifeline and it was essential that a counter service continued.  In view of the comments made regarding the visitor parking permits, he urged a refreshed view and a system that was fit for purpose.

 

Councillor Clare Golby echoed comments made by Councillor Beetham that the debate was wider than comments made regarding the visitor parking permit system.  She noted that not all areas operated this system and the debate needed to be inclusive and suggested that concerns about the system be dealt with by petition and/or referral to the Communities Overview and Scrutiny Committee.  Councillor Golby went on to say that the council did not have a digital by default policy.

 

Councillor Bill Gifford made a point of clarification that the examples given regarding the visitor parking system provided a lived example of the digital divide.

 

Councillor Jonathan Chilvers sought to clarify comments made by Councillor Tracey Drew regarding equality of access to the household recycling centres for people who could not use the internet to book a slot compared to those who could.  Whilst it was understood a resident could telephone to get an appointment, it was suggested it was not possible to book a short notice weekend appointment because the customer service centre was not open on Saturdays and Sundays but, even if it was, a same day appointment required the person to take an email confirmation with them to the appointment and, if they hadn’t got internet access to book the appointment in the first place, then they could not do that. 

 

Councillor Isobel Seccombe considered that the debate had missed the achievements that had been reached, particularly pointing out significant investment in recent years to roll out broadband and technology for residents and the work that had provided facilities to help people get connected.  She noted high satisfaction rates (88%) with the customer call centre and shared her personal experience of the ease of using the booking system for household waste recycling.  She expressed the view that it was important to find ways for residents to easily use digital channels and her understanding that the digital divide was less than 6%.

 

Councillor Sinclair noted that the Council enabled digital access and encouraged its use, rather than forced it. He noted that this approach was supportive of those people who did not have the necessary foundation skills to work digitally or had concerns about privacy or data misuse.  These groups were typically people who were economically inactive or retired.  He also noted Age UK’s recent report that highlighted the impacts of loneliness and isolation in older people which could be exacerbated by the digital divide and he recognised that the Council had a duty to look after them and ensure there was no digital divide.  The amendment therefore sought to reflect the reality of the work that the Council was doing to achieve this and he was therefore pleased to second the amendment and encouraged Council to vote in favour of it.

 

Councillor Sarah Feeney explained that the original motion had been crafted and put forward due to the lived experiences of residents who felt excluded.  She did not consider that the Council should dismiss residents voices, not just on the visitor parking issue, but also relating to blue badges, the equality of access between those visiting services on online and those requiring to use the telephone.  She noted that disenfranchisement was at 15% in the division she represented, and that the issues that caused the divide had been highlighted during the debate.  She went on to state that services needed to be easy to navigate and the original motion sought to ensure that residents were aware of alternative means of access which should be workable and properly advertised.

 

Councillor Yousef Dahmash suggested that the relevant Portfolio Holders could reach out on the issues of visitor parking issues and household recycling centres outside the meeting and noted Councillor Golby’s advice on how residents’ concerns could be dealt with.  He welcomed the summary from Councillor Sinclair.

 

Councillor Jerry Roodhouse stated that if Councillor Dahmash had been able to make contact about the amendment earlier, it would have been possible to bring a more acceptable motion forward since it was recognised that a digital divide existed.  He highlighted that the original motion focussed on digital by design (not default), noting that service redesign led to a greater push towards digitalisation and it also talked about people of all ages, not just the elderly.  The amendment removed reference to the Equality Act which was the crux of the motion and Councillor Roodhouse considered that Scrutiny had a role to play.

 

Vote

 

A vote was held on the Conservative amendment which was carried by a majority and became the substantive motion.  A vote was held on the substantive motion which was unanimously supported.

 

Resolved

 

This Council notes that there is an ever-increasing use and reliance for services including payment?by the use of?smart phones, Apps and other digital devices as well as the increase in the use of artificial intelligence and communication tools such as chat functions within websites.

?

Whilst it is recognised that the use of technology has brought benefits to sectors of the community, it has also driven a growing digital divide.

 

We therefore welcome that this Council does not subscribe to a digital by default policy, and instead employs a more flexible, customer focused approach to enable access to Council services. As such, we further welcome this Council’s continued commitment to ensure that no resident is forced to go digital if they either do not wish to or are unable to do so.

 

In recognition of the Council’s commitment to ensuring that no resident is digitally excluded within the County, this Council commits to:

?

1.     Continuing to ensure through the implementation of this Council’s digital by choice culture the availability of non-digital alternatives to access Council services.???

 

2.     Continuing to keep the Council's strategies and policies under review in line with legislation and our own ambitions, with periodic updates to the Resources and Fire & Rescue Overview and Scrutiny Committee to ensure Member engagement and oversight;??

 

3.     Continuing to build upon the work that is already being undertaken and Warwickshire County Council’s strong relationship with The Good Things Foundation in respect of digital inclusion best practice and to ensure digital inclusion in Warwickshire’s libraries.

 

4.     Continuing its extensive programme of work to build digital skills, including free access to public computer networks, provision of free WiFi in public spaces and the digital device lending scheme.