Between January and March 2017, 89% of adults in the UK had recently used the internet in the last 3 months. However, 9% had never used the internet.

Within the general population there are key audiences who do not use the internet regularly. For example:

  • Only 41% of adults aged 75 years and over were recent internet users
  • 22% of disabled adults had never used the internet in 2017

Both of these are key audiences for our Bromley MyLife website.

That’s why it is important for us to consider and provide help for people who need to use our website but don’t have the skills or access to do so on their own.

This is called ‘assisted digital support’.

Types of assisted digital support

The support we provide can be either:

  • someone guiding a user through the digital service
  • someone entering the user’s information into the service on their behalf

This can be provided by phone, web chat or face to face.

How do we provide ‘assisted digital support’?

There are several different approaches for how we provide ‘assisted digital support’, depending on the content and/or the audience.

For example:

Find out more about accessibility and assisted digital on the Government Digital Services’ Service Design Manual – www.gov.uk/service-manual/helping-people-to-use-your-service.