Delivering eservices

1
Delivering e-services
Why do I need a computer?
Ian Retson
2
What is CareOnline ?

• An Internet portal to provide and improve the
  information and services available for vulnerable
  adults ...

3
Vulnerable adults

• Disabled and Older People including
• Housebound (socially isolated)
• Rurally isolated
• Carers
• Own Home Managed and sheltered accommodation

4
TheProcess
5
The Vision ...

• To meet Vulnerable Adults needs by
• Complementing existing services
• - NOT replacing them.
• Providing a new window on the world.

6
Project Aims
Improve the lives of Disabled and Older people by
...

• Making information and services truly accessible
  to all
• Reducing isolation and social exclusion
• Empowering people to make their own decisions

7
Project Aims - summary
Access
Skills
Content
8
Volunteer Assessment

• Basic needs
• Quality of Life needs

9
Access Equipment
10
Content is King
11
Sharing information
12
CareOnLineportal
13
2002-3 -Fully functional in pilot area
14
Personal Care Plan
15
Secure Web Mail
16
Users Noticeboard
17
PilotResults
18
Team Conclusions (1)

• Disabled and Older people can adapt to new
  technology and gain real benefits
• It is feasible to provide services direct to the
  point of need
• The key issues are still
• Access - Skills - Content

19
Team Conclusions (2)

• Delivery to Service users is the easy bit !
• Integration of professional services is the
  difficult bit
• Some developments were just too soon
• Some functions need critical mass of users to
  achieve acceptance and measure benefits

20
Service User Benefits

• Reduces personal isolation and social exclusion
• Motivation and stimulation - mental health
  benefits
• Helps increase choice and independence

21
Benefits
22
ESRI Evaluation 06/02 - 06/03

• 75 volunteers interviewed in total
• 16 pilot interviews in own homes
• Sheltered Housing users sampled
• Stakeholder interviews
• Ergonomics assessment of environment and portal
• 8 individual case studies (illustrated)

23
Evaluation
Volunteers opinions

• 69 of the volunteers said that they would not
  have connected to the Internet without the
  project
• 76 said that COL had made a positive impact on
  their daily lives

24
Evaluation
Why was CareOnLine a success?

• Working directly with end service users
• Allows social interaction users have made new
  friends
• Made them feel they have something in common with
  the younger generation
• Increased motivation, confidence, ability and
  stimulation

25
Evaluation
The consequences of providing computers and
Internet access

• Expectation of continued support
• Training time - basic computer skills
• Low levels of literacy and cognitive skills
• Supporting people with severe disability requires
  specialist knowledge
• Consider the role played of carers, family and
  friends

26
Evaluation
Recommendations

• Continue roll-out across partnership
• Produce advice on installing computers
• Link with other projects
• Define a strategy covering
• ongoing support
• user training specialist training
• equipment supply
• Involve the broader community

27
Roll - Out

• Extend across partnership
• Aim at groups with highest needs
• Access information by location
• Database Integration with other projects
• Partnership Infrastructure

28
Sustainability Plan

• Mainstream Social Services
• County and Partner strategies
• Continuous Improvement programme
• Continue to monitor and learn

29
www.leicscareonline.org.uk