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Context: During the 2020 Equality Outcomes consultation, digital exclusion was identified as a prominent issue affecting vulnerable groups, with an overlap between those digitally excluded and the most vulnerable members of society.
Approach: West Lothian Council operates IT Buddies as part of their Advice Shop volunteer program to support residents with digital access challenges through community-based peer support.
Implementation:
- IT Buddy volunteers support customers to access online services
- Volunteers help customers make use of devices such as tablets and laptops
- Service delivered through West Lothian Council’s Advice Shop locations
- Part of broader commitment to deliver digital skills training by Adult Learning services
- Volunteers receive training and ongoing support from the Advice Shop team
Impact:
- During the 2020 consultation process, the IT Buddies scheme was highlighted by respondents as “a model that could be adopted further”
- Identified as an example of using community locations to facilitate digital learning and provide facilities
- Recognised as contributing to longer-term skill development that benefits people
- Contributes to West Lothian’s Equality Outcome 1: “People in West Lothian have improved Access to Services”
- Supports planned measures including “Digital training sessions offered to all equalities groups” and “Digital support sessions provided to all equalities groups”
- Aligns with broader digital inclusion strategy addressing barriers faced by older people, people with disabilities, and other vulnerable groups
Key Learning:
- Community-based volunteer models can address digital exclusion
- Local accessible locations are important for reaching vulnerable groups
- Skills development has longer-term benefits beyond immediate digital access
- Peer support approaches can complement formal digital inclusion strategies
(Source: Equality Outcomes 2021-2025 Consultation feedback, Edinburgh Council)