Further written evidence from Citizens Online [ROP0064]

Citizens Online have had discussions about the planned analogue phone line switch-off in our digital inclusion network meetings, in Brighton & Hove and West Sussex. The organisations that are part of our digital inclusion networks work with vulnerable residents and/or support people with digital skills and access. We have also had conversations within our team, including digital champions, who work directly with digitally excluded people and our team researching digital exclusion.

Concerns raised included:

 

1.      Concern about the awareness-raising campaign,

BT are engaging with stakeholders and contacting residents directly by post and/or text and running ‘engagement’ event to raise awareness in person. However, in our discussions with organisations working with vulnerable residents, there was an ongoing concern about the lack of awareness among many people and uncertainty about the process.

The awareness-raising campaign needs to ensure that it reaches all key stakeholders, particularly organisations working with vulnerable residents. In each area, a locality- specific approach is needed to ensure that local issues and key organisations are engaged. These need to include organisations supporting residents in rural areas, and organisations working with older and disabled people and those on low incomes, including local charities, home care organisations and food banks. Similarly, key parts of the local councils must be aware of the transition and where to find information and support for residents.

 


More awareness raising aimed at the general public is also needed, through a variety of communication channels such as print media, TV and radio, and social media. These should target not only vulnerable residents but also their family and friends, who will be essential in helping them to understand and navigate the transition. The term “digital” can be off putting to people who are digitally excluded and lack confidence. For some people the term “digital phone lines” can sound like it is not something that impacts them; with analogue phone lines having been available for most people’s lifetimes.

There is also a concern that the digital switchover will be exploited by scammers. Scams often utilise current events, and the digital switchover can provide them with opportunities to do this. Communication about the digital switchover should also include awareness raising about scams, such as the information provided by Age UK.1

2.      The cost of broadband for those on low incomes, especially those who do not have broadband at home at the moment.

BT working on different solutions to ensure that people who do not have broadband can be connected and that they will have a home phone service and it won’t cost more.2 Nonetheless, the issue of cost and connectivity has been raised among community groups. While BT state there won’t be additional costs, it is unclear how the prices might rise in the future. There should be guarantees or support available to ensure vulnerable residents are not left to cover any additional cost in the longer term, rather than only the transition from analogue to digital phone lines.

With the right support in place, this can also provide an opportunity to encourage and support currently digitally excluded people to develop their digital skills and confidence. BT are working with AbilityNet to support older and disabled people with the digital switchover.

3.      How the digital switchover will support people who use community alarms, or other telecare or telehealth systems, as they run on an analogue system.

From our research and work with vulnerable residents, we know that many older or disabled people who have community alarms, telecare or telehealth systems, will not have a broadband connection in their home. BT are aware of these concerns, and state “If you have a telecare or healthcare alarm or a burglar alarm, it may not be supported on


 

 

1 Age UK: Are landlines being phased out? Changes to landline telephones

2 BT: Digital Voice - Digital Home Phone


Digital Voice. Please consult your service provider to confirm it’s compatible before you

move to Digital Voice.”

BT has paused the digital switchover rollout to vulnerable residents. We welcome this pause to ensure that further engagement and safety nets are in place to protect vulnerable residents. A joined-up, collaborative approach is needed including adult social services, care providers, health providers, and voluntary and community sector organisations. Vulnerable residents must have dedicated point of contact to ensure they are fully aware of and supported though the transition to digital services. Sensitivity is important as this process is potentially stress causing for many vulnerable people.

April 2024