ComRes

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Fujitsu

A multiple methodology study into Digital inclusion. The study involved surveys of older people, Local Government Councillors and Officers and focus groups.

This study was made up of a number of different research elements in succession in order to understand the issues from a full 360 degree view. These included:

Part 1: Survey of older people in Britain

ComRes surveyed 1000 people aged 60 or over by telephone between 20th and 25th August 2010. Data was weighted to be representative demographically of all people in this age group across Britain.

Part 2: Survey of Local Government Councillors

ComRes surveyed 443 councillors across England and Wales between 26th August and 8th September 2010. Data was weighted to be representative of all councillors in England and Wales in terms of party representation and regional distribution.

Part 3: Survey of Local Government Officers

ComRes surveyed 201 local government officers in Britain between 14th September and 20th October 2010. Respondents were given the choice to complete the survey online or by telephone. Respondents included decision makers in key service areas within local authorities. These include responsibility for customer services, services to older people and council IT services.

Part 4: Six focus groups among older people

ComRes conducted six focus groups in different locations to explore further the views of older people towards technology and local services. Pairs of focus groups were conducted in three locations – Reading, Bolton and Saltash. In each location, one group was among current internet users and one group consisted of current non-users. Throughout the report these views are summarised and key comments and quotes are used. These focus groups were completed in November 2010.

This research was released in 2011 and highlighted key disparities between government's expectations, and the realities of older people's internet use. It identified the challenges that will result from increasing online service delivery and pointed the way to how to solve them.