Kent County Council’s Digital Kent service received funding from utility organisations SGN and UK Power Networks to run the scheme for those finding household budgets a struggle because of the cost-of-living crisis and who either have no access to technology or find getting online a challenge.
Building on the existing work of Digital Kent, which aims to tackle digital exclusion in the county, recycled devices are provided and one-to-one sessions run to build confidence in using the internet.
To date, 50 digital energy drop-ins have been held showing participants money saving ideas and digital tools to help with bills. They have also led to referrals to other services and safeguarding measures including providing carbon monoxide alarms and guidance on how to use them.
Called ‘Unlocking digital barriers, keeping customers safe and warm’, one of its success stories has been Carol.
She was referred into the service to receive a laptop from the Hardware Access Scheme and explained she wanted to make the most of it by improving her digital skills. She was welcomed by the Digital Hub team who spent time with her, understanding the anxiety she felt about being online, patiently taking her through the learning sessions and finding adaptations for her to use her laptop given the physical health condition she experiences in her hands.
She now says she loves to write emails and even order her shopping online. She was also interested to find out about the Priority Services Register and how this could support her. She has made excellent progress and has gone on to work with one of KCC’s Digital Champion volunteers to take her skills to the next level.
Carol said: “It’s like someone has thrown me a life preserver”.
Kent County Council’s Digital Lead Sam Lawrence-Rose said: “Digital Kent is committed to tackling digital exclusion by empowering individuals with the access, skills, and confidence to use digital tools.
“Through this collaborative partnership, we're addressing the broader consequences of digital exclusion and steering residents out of fuel poverty towards sustainable solutions. Although in the early stages of delivery, the project has seen great benefits for residents. Combining support is leading to a wider customer impact and we hope to continue this learning and development of services as we progress through the project with our partners.”
Kerry Potter, Group Social Impact and Vulnerability Manager, from SGN said: “Working in a joined-up way with KCC and UKPN enables us to reach those who face barriers and guide them to help locally, building strong connections that nurture confidence and ways customers can access much needed support at a time where so many services are digitalised”
Matt White, Head of Innovation and Customer Services at UK Power Networks, added: "At UK Power Networks, our commitment goes beyond delivering reliable energy services; it includes ensuring that no one is left behind in the energy transition. Enabling access to digital resources is pivotal in today's society, especially for those facing financial challenges. Our collaboration with Kent County Council is not only bridging the digital divide but also fostering inclusivity and supporting communities in efficiently managing their energy needs."
The project began in February and will run until January 2025.
Notes to editors
- The Digital Exclusion in Kent 2021 report underscores the heightened risk of digital exclusion faced by certain demographics within Kent. Notably, communities grappling with deprivation and older individuals living in rural areas are finding it increasingly challenging to keep pace with technological advancements. These groups, often in need of support and guidance to manage essential household finances, particularly in meeting utility expenses, are disproportionately affected. Without adequate assistance to access online resources and services, they are at a heightened risk of experiencing fuel poverty. For more on Digital Kent, visit: Digital Kent | Digital Inclusion & Capabilities
- SGN has provided funding from its Vulnerability and Carbon Monoxide Allowance Fund: Supporting vulnerable households | SGN Your gas. Our network.
- UKPN has provided funding from its Customer Vulnerability Fund: Home of Innovation - UKPN Innovation (ukpowernetworks.co.uk)
