Sopra Steria: Why digital equity is critical for service design success #techUKDigitalPS

While data is the driving force behind this change, and effective use of data can create lasting value, to deliver true social value, everyone needs to be considered right throughout the data capture process, regardless of their digital skill level or their access to technology. 

Good service design is focused on creating solutions that meet the needs of users. In a digital age, this means creating solutions that are both accessible and inclusive. 

Despite the UK being one of the most digitally connected countries in the world, there is still a digital divide between segments of the population. The Lloyd’s Bank Digital skills 2021 Report revealed that only 76% of the UK’s population can use video and communication tools like Skype and FaceTime. Salesforce data revealed that over a quarter (27%) of current workers do not feel confident in any digital capabilities. 

In 2022 a report by Ofcom - Digital Inclusion Among Adults in the UK – uncovered some findings which further highlight the digital divide: 

• 6% of households did not have access to the internet at home in December 2021 

• Those more at risk of digital exclusion included older citizens, the most financially vulnerable including those not working, people living alone, and people impacted by limiting conditions such as hearing or vision impairment. 

The widening of the digital gap 

Digitising services is a great way to achieve delivery at scale to enable efficient channel shift and user empowerment, however pushing boundaries to create slick automated experiences will work for some people but will continue to exclude others. 

For some adults, the Covid-19 pandemic enabled them to gain new digital skills and enjoy the connection of being online. For others, the digital divide became even larger with an increasing number of everyday tasks moving online. 

On the business side, the pandemic accelerated an evolution in digital services, but as digitalisation accelerates, the digital divide becomes stronger, and those left behind are the ones who need the most support and help. Even those who invested in the infrastructure of getting online could still lack the skills to be able to utilise it. 

Delivering inclusive digital design for everyone 

Through detailed user research and testing, and prioritising all users' needs, services can be launched that are truly inclusive. This is where skilled and experienced design teams come into their own. 

It’s unlikely there will be a ‘one-size fits all’ approach. Some users may need paper forms that do not signpost more information online. Or the option of contacting a caseworker via the phone to talk through questions. 

There needs to be a balance between an efficient speedy process supported by digitalisation, and the human element. Steps need to be taken to ensure human centric design is at the heart of any meaningful business transformation. 

Our proven approach that enables inclusion and access, includes: 

• working collaboratively with different disciplines — product managers, service designers, content designers, UX designers, user researchers — and bringing different perspectives to design projects 

• prioritising user needs 

• understanding and empathising with users 

• recruiting diverse users for discovery and testing phases 

• recognising and celebrating similarities and differences 

• staying informed and sharing knowledge — training, talks, podcasts, blogs, news 

• adopting an ethics-by-design approach 

The technology industry needs to work alongside government to focus on inclusion and put the user at the centre of design to help the sector create lasting value in public services. 

Digital ethics are key when striving for digital inclusion. To truly enable the benefits of technology for all, the ethical implications of new technologies should be carefully considered and addressed. Join our webinar on Wednesday 24th May where we’ll be discussing the role of Digital Ethics in delivering successful digital public services. 

This article was written by Tom McCann, Growth & Marketing Director UK, Sopra Steria. Tom is the Growth & Marketing Director for Sopra Steria in the UK, responsible for their go-to-market strategy. Tom is also a member of the techUK Public Services Board and was the Founding Chair of the Central Government Council. Having previously led the Central Government business for Sopra Steria, Tom was responsible for the delivery in a number of the pathfinding GDS Digital Exemplar projects in Central Government and is passionate about the transformative benefits of technology and user-centred design in public services. In addition, Tom has extensive experience in Regional government in the devolved administrations and, in his time 8 years at the Director level with the ‘Big 4’, has led and developed consulting teams in Europe and APAC delivering transformation projects in Public Sector. To learn more about Tom, please connect with him via Twitter and LinkedIn. 

To learn more about Sopra Steria, please visit their LinkedIn and Twitter.

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