Not online, not included
03 June 2009
This morning, the Communications Consumer Panel published research which shows that consumers believe that we are not very far from the point where broadband becomes so important that there are serious disadvantages from not having it. Read the report: Broadband access for all: Consumers’ views on the importance of broadband internet at home, Annex A: Qualitative sub-group summary (PDF 476KB, opens in a new window).
Offering products and services over the internet is an increasingly attractive proposition both for the public sector and the private sector. Websites and clever algorithms allow providers to tailor services to the customer's needs and preferences. Arguably, many of these customer-focussed services can be offered via the phone, but the cost of providing a telephone system is much higher than the cost of running and maintaining a website.
I came across a few websites and situations recently that made me wonder whether we are not already crossing over to the time when there are seriousdisadvantages for people who have not got broadband access:
- Price comparison websites like moneysupermarket.com or confuse.com do not have off-line alternatives.
- The cheapest mortgage or insurance offers are often only available from online service providers.
- If you have missed a popular TV show like Britain's Got Talent and you want to join in the water cooler conversation about Susan Boyle you can only do that after watching her on a TV catch-up service or Youtube.
- Internet airline booking gives you cheaper fares or reduced booking fees.
- DVD rental sites such as lovefilm.com do not seem to offer a telephone alternative.
- There are many internet radio stations that are only available online.
- Many job vacancies are only advertised on web sites.
- As part of flexible working patterns, UK companies increasingly allow workers to work from home - and if much of your work involves computer use, this means accessing your company's server remotely over broadband.
There are also a few interesting example when we cross into the area of public services:
- The TV catch-up service BBC iPlayer, is seen as an essential part of the BBC's output, but is only available tot those with internet access.
- BBC schools website offers fantastic resources such as a free online typing course for kids
- My local school often asks children to do their homework on "link and learn" where children can do exercises and pupils as well as teachers can write comments in their learning journal.
- The practice whereby rail franchises make cheaper fares available on the internet was recently branded as "unacceptable" by the Commons public accounts committee. It said that because many do not have access to the internet the concept of Britain's railways as a public service available to all has been "undermined" by this practice.
- There are public sector internet applications that might just be round the corner and that could become an essential part of our daily lives: what if a carer could have a daily catch-up with an older person via a webcam? What if schools start requiring you to submit your coursework online?
I think the writing is on the wall: we are moving to a society where you have to have access to the internet to get the best deals, the best information or the best educational support - and as the panel's research indicates: this should not happen without a parallel effort to get everyone online with a decent speed connection, and with the support they need to reap the benefits.
Leen Petré