A Manifesto for a New Digital Deal - Towards a human-centric digitalisation - Telefónica

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A Manifesto for a New Digital Deal - Towards a human-centric digitalisation - Telefónica
A Manifesto
for a New
Digital Deal
Towards a human-centric
digitalisation
A Manifesto for a New Digital Deal - Towards a human-centric digitalisation - Telefónica
A Manifesto for a
                                                 New Digital Deal
                                                 Towards a human-centric
                                                 digitalisation

Cover photo:
Angélica Roa, Telefónica’s Venezuela employee.
A Manifesto for a New Digital Deal - Towards a human-centric digitalisation - Telefónica
Chapter 1.
                                           CONNECTING DIGITAL LIVES                                        p_ 18
                                           1. Digitalisation is changing everyday life                     p_ 21
                                           2. New infrastructures, better infrastructures                  p_ 23
                                           3. Private sector                                               p_ 26
                                           4. Public administrations                                       p_ 28

INDEX                                      Chapter 2.
                                           REFORMING SOCIAL AND TAX POLICIES
                                           FOR DIGITAL SOCIETIES                                           p_ 32
                                           1. The changing world of work                                   p_ 35
                                           2. Learning to learn: the new goal in education                 p_ 37
                                           3. Social policy innovation                                     p_ 40

                                           Chapter 3.
                                           DELIVERING TRUST IN DATA                                        p_ 44
                                           1. The lack of trust                                            p_ 47
                                           2. Data as a force for good                                     p_ 48
                                           3. Building trust in data through new data ethics               p_ 51
                                           4. Rights and security                                          p_ 55
                                           5. Security in products and services                            p_ 56

                                           Chapter 4.
                                           SUPPORTING FAIRER PLATFORMS
                                           AND ACCOUNTABLE ALGORITHMS                                      p_ 58
                                           1. The Internet of platforms                                    p_ 61
                                           2. The issue of digital platforms and bottlenecks               p_ 62
                                           3. The clash of global platforms with national jurisdictions    p_ 64
                                           4. The importance of Artificial Intelligence and algorithms     p_ 66
                                           5. Policy responses                                             p_ 70
                                           6. The way forward                                              p_ 71

Foreword          A New Digital Deal:      Chapter 5.
                                           MODERNISING RIGHTS AND POLICIES                                 p_ 76

By José María     towards a human-         1. Digital Bill of Rights
                                           2. Smart Public Policies
                                                                                                           p_ 79
                                                                                                           p_ 81

Álvarez-Pallete   centric digitalisation   3. Improving global cooperation                                 p_ 84

p_6               p_9                      CONCLUSIONS                                                    p_ 90
A Manifesto for a New Digital Deal - Towards a human-centric digitalisation - Telefónica
Foreword
               by José María Álvarez-Pallete
               Chairman & CEO of Telefónica S.A

               As the new wave of digitalisation took hold,           democratic institutions, as well as stronger, more
               Telefónica’s first Digital Manifesto in 2014 looked    open collaboration between the public and private
               to the future and called to address the challenges     sectors. Most of all, this settlement must seek
               of preserving an open and safe Internet                to preserve democracy and humanity, ensuring
               experience for our customers. We highlighted           that technology serves to improve the lives of
               the importance of digital trust and were early         individuals in every part of the world.
               advocates for respecting privacy and improving
               online security.                                       Telefónica’s new Digital Manifesto calls for a
                                                                      renewed focus on people and how their everyday
               We are not living through an era of change but a       lives will be impacted by technology. It considers

    FOREWORD
               change of era. Never in history has humankind          connectivity as the core enabler and data as a
               enjoyed such an amount of technology as we do          force for good that fuels incredible insights and
               today. Digitalisation is driving transformation        intelligence. All this will improve our lives in many
               across every sector by improving customer              different ways.
               satisfaction, driving optimization, nurturing new
               revenue streams and developing new business            At the same time, technology sets ethical
               models.                                                debates, particularly around data. Who does
                                                                      data belong to? Where is the boundary between
               On top of all this amazing technology, we have         privacy and freedom? Our societies will also
               seen the arrival of the Artificial Intelligence. Not   need to find answers to key challenges of the
               so long ago this appeared to be just too futuristic.   Artificial Intelligence era. Businesses must take
               However, the development of underlying                 responsibility for the impact of technology on our
               technologies such as augmented and virtual             lives.
               reality, language recognition and machine
               learning algorithms is making it very real.            We will need to modernise our policies and norms
                                                                      to ensure fair competition and innovation. We
               That is why now is the time to reach a new             will need a Digital Constitution, a new Digital Bill
               settlement, a “New Digital Deal” which ensures         of Rights to protect our values and fundamental
               that the significant benefits of the new               rights in a digital future. This Manifesto aims
               Cognitive world are made available to everyone,        to initiate the debate on how we can achieve
               that governments modernise education and               human-centric digitalisation.
               successfully transform public services.
               This will require a renewal of social, economic and

6                                                                                                                             7
A Manifesto for a New Digital Deal - Towards a human-centric digitalisation - Telefónica
A New Digital Deal:
    Towards a human-centric
    digitalisation
    “The social order is a sacred right which is the basis
    of all other rights. Nevertheless, this right does not
    come from nature, and must therefore be founded
    on conventions”.

    Jean Jacques Rousseau, The Social Contract (1762)

    We live not in an era of change, but in a              Digitalisation today runs the risk of being regarded
    change of era.                                         as an even more radical form of globalisation,
                                                           and being perceived by parts of the population in
    The pace of change is remarkable. No aspect of         developed economies as a source of inequality and
    our lives will remain untouched. Across the world,     degradation of living standards.
    economies and societies are being fundamentally
    transformed by digitalisation. It is redefining        Features of the new era
    all aspects of life, from new models of business
    and work, to learning, leisure and democratic          The Fourth Industrial Revolution that we are
    participation. It could even challenge the very idea   witnessing today has some distinctive features:
    of what it means to be a human being.                  the rate of change in all production, management
                                                           and governance systems, as well as its impact,
    The promise of data and digital technologies to        are unprecedented. While industries are being
    improve lives is compelling. However, decision-        transformed through new technologies that are
    makers in government and business also need            revolutionizing traditional sales and distribution
    to tackle the risks that this epochal change will      processes, and even institutions are also changing
    inevitably bring. We face the important task of        the way in which they provide services. For
    seizing new digital opportunities for societies and    example, Artificial Intelligence can recognise
    economies, whilst mitigating the risks.                patterns and draw inferences from large amounts
                                                           of data, leading to advantages in fields such as
    Since Telefónica published its first Digital           medicine, public health, safety, law enforcement,
    Manifesto in 2014 there has been a substantial         education and environmental protection. Through
    shift in the political climate. The benefits of        the transition from “Big Data” to “Smart Data”,
    globalisation are being increasingly questioned by     public and private organisations are finding
    populist and extreme political forces.                 new value in the capability to distil actionable
                                                           knowledge and insights from data.

8                                                                                                                 9
A Manifesto for a New Digital Deal - Towards a human-centric digitalisation - Telefónica
Emerging technologies will also disrupt the way we     High-speed connectivity based on fibre and 5G
     exchange value. Blockchain’s distributed ledgers       networks.
     enable trusted transactions. New, decentralised
                                                            Decentralisation of processes using Blockchain and
     organisational forms, such as Distributed
                                                            distributed ledgers, providing a way to establish
     Autonomous Organisations (DAO), may allow
                                                            trusted peer-to-peer transactions.
     effective interaction between people who do not
     need to know or trust each other.                      Together, these developments are taking us into a
                                                            new era. However, they are also creating concerns
     The positive impact of this epochal change on per      and challenges which, when combined, could
     capita Gross Domestic Product (GDP) could be           jeopardise innovation, economic development and
     four times greater than during the last Industrial     growth. The key question is how to govern today
     Revolution.                                            to create a better tomorrow.
                                                            A new mindset is necessary in both the public
     A new data economy is developing as the                and private sectors, taking into account the
     combined effect of a number of different               following factors:
     developments, each in itself transformational:
                                                            Scale and speed of change: unprecedented in its
     The generation and storage of huge amounts of          scale and effects, digitalisation challenges the nature
     data, enabled by the falling cost of data storage      of national borders and increases the complexity of
     and processing together with super-fast and            local decision-making. The speed of these changes
     ultrabroadband connectivity and the proliferation      is overwhelming policymaking processes and
     of sensors, built into everything from consumer        challenges international policy cooperation.
     goods to industrial processes.
                                                            New digital divide: connectivity is an important          Internet raise concerns about the future of work.       New challenges for democracies: democracies
     The ability of Artificial and Cognitive Intelligence   foundation of digitalisation and is the key to social     If machines replace people, hard-won social and         are facing new challenges to form public opinion
     and Machine Learning to make sense of this vast        inclusion. However, half of the world’s population,       human rights will be in danger. This development        through social media because fake news and
     amount of data, turning it into valuable insights;     mostly in developing countries, is still not              might also create new forms of inequality and a         misinformation are making it difficult to ensure fair
     this will be the key to solving many of the world’s    connected, meaning they are excluded from the             need to help certain parts of society to adapt.         democratic processes.
     most pressing issues, from climate change to           benefits of digitalisation.
     migration and epidemics.                                                                                         Dominance and gatekeepers: the concentration
                                                            Privacy and security: revelations about mass              of power in the hands of a few global digital           A New Digital Deal: towards a human-
     The Automation of production which enables             surveillance, security breaches and especially            platforms makes them de facto gatekeepers of the        centric digitalisation
     “re-shoring” and “mass customisation” of               the ever more sophisticated analysis of massive           digital experience, potentially creating bottlenecks
     products. Routine jobs and repetitive tasks will       amounts of data challenge the fundamental right           that threaten the sustainability of digitalisation      Many existing rules, frameworks and processes are
     be taken care of by machines and at the same           to privacy.                                               and the Internet. Some platforms have a huge            no longer fit to resolve these challenges.
     time productivity will increase, though it is as yet                                                             influence on public opinion and people’s everyday
                                                            Automation: developments in AI, the Internet of
     unclear if this will be accompanied by job creation,                                                             lives, which can challenge the fair and proper          Their complexity means that broad collaboration
                                                            Things (IoT) and the emergence of the Industrial
     perhaps bringing a new set of challenges.                                                                        functioning of democracies and markets.                 to find solutions is now necessary. The goal should
                                                                                                                                                                              be to define how new technologies could be used
                                                                                                                      Fair contributions to societies: there is a
                                                                                                                                                                              in fair and democratic ways. Technology needs to
                                                                                                                      growing perception that global digital platforms
                                                                                                                                                                              be human-centric and we cannot afford to leave
                                                                                                                      do not contribute sufficiently to the welfare and
                                                                                                                                                                              anyone behind.
                                                                                                                      development of local communities. This risks
                                                                                                                      generating further resistance to digitalisation.
                                                                                                                                                                              It is time for society to fundamentally agree on
                                                                                                                      Sovereignity of States under threat due to the          ethical principles and common values for a digital
                                                                                                                      global nature of digital services: the powers           world: it is time for a New Digital Deal. It needs to
                                                                                                                      of governments usually end at national borders.         define a new social contract which ensures better,
                                                                                                                      Governments find it increasingly difficult to enforce   more open collaboration between governments,
                                                                                                                      national laws, for example in the collection of taxes   business, and civil society and under which
                                                                                                                      and the protection of citizens’ privacy. This creates   technology finally serves to improve everyday
                                                                                                                      public debates on the question if global digital        life for every member of our societies. We need
                                                                                                                      services comply with national laws and contribute       collaboration and debate to find creative ideas to
                                                                                                                      sufficiently and fairly to society.
10                                                                                                                                                                                                                                    11
A Manifesto for a New Digital Deal - Towards a human-centric digitalisation - Telefónica
renegotiate, redefine and reassert common values       play: regulatory reform can stimulate investment             Research suggests that:
     for our digital future.                                and removal of sector-specific taxation can
                                                                                                                                      Nearly half of all the work we do today will be
                                                            make connectivity more affordable. Demand
                                                                                                                                      automated by the year 20552.
     This New Digital Deal should establish:                for services is stimulated by improving skills,
                                                            promoting relevant local content and through the                          90% of jobs will require some level of digital skill3.
      A Digital Bill of Rights that protects our values
                                                            digitalisation of public administrations.                                 65% of today’s children will perform jobs that do
      and fundamental rights in a digital world.
                                                                                                                                      not exist yet4.
      A modernisation of our policies and regulatory        Overall, there are opportunities to establish new
      frameworks to guarantee fair competition.             models for investment, as well as a need for new             Chart 1. Disruption in the jobs market
      A renewed focus on business responsibility            policies that encourage technological and business
                                                                                                                                                   Percentage Point Change in Employment Shares by Skill Group 2012 - 2014
      based on better transparency and increased            innovation. A new cooperation and collaboration
      accountability for their services and platforms.      effort between businesses and policymakers is                             10
                                                                                                                                       8                                                                                            7,2

                                                            necessary to deliver innovative ways to provide                            6
                                                                                                                                             5,4

      A commitment to innovation, entrepreneurship                                                                                     4
                                                                                                                                                         3,4                                                                                                        3
                                                            connectivity infrastructure.
                                                                                                                                                                                                    2,7

                                                                                                                  Percentage points
      and investment.                                                                                                                  2                                                 0,9                               1
                                                                                                                                                                               0,1
                                                                                                                                       0
                                                                                                                                       -2
      A collective understanding of how                     Reforming social and tax policies:                                         -4

      digitalisation can be made sustainable                innovating in education, employment and                                    -6
                                                                                                                                       -8

      by improving inclusiveness, transparency,             taxation                                                                  -10
                                                                                                                                             High       Medium      Medium Low           High     Medium      Medium Low           High     Medium     Medium      Low

      accountability, responsibility and fairness.
                                                                                                                                            skilled     skilled -   skilled - skilled   skilled   skilled -   skilled - skilled   skilled    skilled    skilled   skilled
                                                                                                                                                          non       routine                         non       routine                         non      routine
                                                                                                                                                        routine                                   routine                                   routine

                                                            One of the main public concerns regarding                                                 European Union                                      Japan                               United States

     Achieving such a human-centric digitalisation          digitalisation is the loss of jobs.
     will require collaboration on the following priority                                                                Source: European Commission, DG Research and Innovation
     issues.                                                However, history suggests that new kinds of jobs
                                                            are created in place of those that are replaced by           Automation is improving business performance
     Connecting digital lives: leaving no one               new technologies. This means that we will see                by increasing productivity. It is important that
     behind                                                 a transitional period during which workers will              the disruption produced by the rapid pace of
                                                            need to be reskilled and social policy will need to          technological development is better understood.
     It is important to ensure that the benefits of         mitigate the most negative impacts.                          Society must be prepared for digitalisation and
     digitalisation flow to all citizens to create a more                                                                people must be equipped with the necessary skills
     inclusive society leaving no one behind. The first                                                                  to cope with it.
     step for inclusiveness is to have infrastructure
     available to connect.

     Driven by massive private investments, the
     growth of connectivity in recent years has been
     remarkable. However, almost half of the population
     is still not connected1.

     The reasons for this unsatisfactory situation
     are manifold and the public administrations
     should cooperate with the private sector to bring
     connectivity to all.

     The private sector should find new ways of
     providing connectivity allowing it to deploy
     infrastructure in unserved, rural areas.
     Additionally, new methods of commercialisation
     should be established that make broadband
     affordable even for low-income consumers.
     Public administrations have also a vital role to

12                                                                                                                                                                                                                                                                          13
A Manifesto for a New Digital Deal - Towards a human-centric digitalisation - Telefónica
Education systems and national curricula need to                                       Innovation of social policies should focus           Delivering trust in data                               access to tools that enable them to obtain the
     be updated and made flexible in order to address                                       on mitigating new inequalities born out of                                                                  full value of their personal data in simple and
     a world of continuous change and uncertainty.                                          digitalisation. Some proposals brought forward       Data can be a force for good and its use can enrich    convenient ways.
     A humanistic approach to education is required,                                        include Universal Basic Income, negative taxation,   the lives of individuals, benefit businesses and       Choice: people should have meaningful choices
     fostering critical and creative thinking together                                      four-day weeks and increasing taxes further on the   advance society as a whole.                            about how and for what purpose their data is used.
     with a philosophy of lifelong learning.                                                wealthy. Solutions will require the engagement of
                                                                                            all stakeholders, including workers themselves.      We believe a new data ethical framework                Given the huge value of data-driven services for
     Governments should cooperate closely with                                                                                                   is needed because people should be at the              people and society, ethical frameworks for data
     businesses and educational institutions to ensure                                      Massive adoption of robots and digital services      centre of digital transformation. Human-centric        processing and processes that guarantee safety
     that education meets the needs of the upcoming                                         provided from abroad can have disruptive effects     technologies can transform civil services such as      and security are essential. Security and rights are
     labour market, so as to avoid skill shortages.                                         on employment and contributions to public            health, education and transport to create a better     inextricably linked and therefore national security
     The key question is how to better anticipate the                                       finances.                                            future. It can also enable sustainable development     activities like mass surveillance must guarantee
     transitions of the labour markets that will define                                                                                          and help to address some of the world’s biggest        human rights, which should be upheld by both
     the future of work.                                                                    Digitalisation will require policymakers to adopt    problems, like climate change, natural disasters       public and private sector organisations.
                                                                                            new approaches to fiscal policy in coming years.     and pandemics.
     It will be important to guide people through                                           But sector-specific taxation, such as a tax on
                                                                                                                                                                                                        Perimeter-based approaches to security
     this transition and qualify them. Telefónica                                           robots, might have unintended consequences:          Surveys show that people want to have control of       have become outdated. Measures ensuring
     proposes the following priorities:                                                     holistic analysis and testing are needed.            their data, to decide how and when it is used and      architecture’s resilience to attack, data
      Investment in training programs to help displaced                                                                                          for what purposes. People also want meaningful         authentication, access control and client privacy
                                                                                            Tax policies should avoid tax base erosion by        choice in relation to their data usage.
      workers.                                                                                                                                                                                          need to be established in order to make certain
                                                                                            ensuring that online and offline businesses
                                                                                                                                                                                                        that security is bound with the data itself.
      Actions that foster collaboration across industrial                                   contribute fairly to those societies where their     Chart 2. Would you like to have your own tools to
                                                                                                                                                                                                        Empowering people will be the key to a successful
      sectors to develop new forms of employment.                                           transactions take place.                             manage your privacy options on the internet?
                                                                                                                                                                                                        transition towards a data economy, especially
     Most probably, the labour market will increasingly                                                                                                                          No                     when an increasing part of our lives will be
     be characterised by the prevalence of short-term                                       Businesses will also need to embrace responsible                                     6,3%
                                                                                                                                                                                        N/A             measured by sensors that collect personal data
     contracts and freelance work. Such new ways                                            tax practices and aim so as to fairly contribute                                            10,6%
                                                                                                                                                                                                        about our health, location and habits. Trust in the
     of working provide flexibility to workers but also                                     to finance the public services of those countries
                                                                                                                                                                                                        use of data will be of even greater importance than
     challenge their social safety protections and                                          where they provide their services.
                                                                                                                                                                                                        it is today.
     benefits.
                                                                                                                                                                                                        Supporting fairer platforms and
                                                                                                                                                         Yes                                            accountable algorithms
                                                                                                                                                         83,1%
     Luana da Oliveira, Bianca Guardia and Renan Kawakami, Telefónica’s Brazil employees.
                                                                                                                                                                                                        Global digital platforms create value for their users,
                                                                                                                                                                                                        drive innovation and deploy new business models
                                                                                                                                                 Source: Reptrack 2017
                                                                                                                                                                                                        that often are more efficient or convenient than
                                                                                                                                                                                                        established ones.
                                                                                                                                                 Most countries protect a certain level of privacy,
                                                                                                                                                 but regulation alone will not be enough to help
                                                                                                                                                                                                        Despite such obvious benefits, the dominance
                                                                                                                                                 people feel more confident about the use of their
                                                                                                                                                                                                        and market power gathered by today’s biggest
                                                                                                                                                 data. In fact, outdated regulation can actually
                                                                                                                                                                                                        platforms gives them the potential to control
                                                                                                                                                 increase consumers’ confusion because it applies
                                                                                                                                                                                                        users’ digital experience and exert a huge influence
                                                                                                                                                 different levels of protection for similar services.
                                                                                                                                                                                                        on their lives. Some even have the ability to shape
                                                                                                                                                                                                        public opinion.
                                                                                                                                                 Building trust in relation to personal data requires
                                                                                                                                                 attention to four basic concepts:
                                                                                                                                                                                                        The combination of new technologies based on
                                                                                                                                                  Transparency: allowing users to access the            Artificial Intelligence, automated decision-making
                                                                                                                                                  information they generate.                            processes and massive access to data risks further
                                                                                                                                                  Data security: confidentiality and integrity of       reinforcing the dominance of the leading Internet
                                                                                                                                                  data are the pillars of privacy.                      platforms. This could create enduring bottlenecks
                                                                                                                                                                                                        in the digital economy.
                                                                                                                                                  Putting people in control: users should have
14                                                                                                                                                                                                                                                               15
A Manifesto for a New Digital Deal - Towards a human-centric digitalisation - Telefónica
To preserve the global and open nature of the           business self-regulation, policy guidance and        Some dominant digital platforms have a far-
     Internet, local laws and values must be respected.      regulatory supervision.                              reaching impact on people, competition and
     To ensure fair contributions to societies, taxes                                                             economies that often goes beyond those of
                                                             A variety of existing institutions shape digital
     and other provisions to national welfare and                                                                 traditional business. Such companies should
                                                             policies, but the distribution of responsibilities
     employment must be linked to the places where                                                                place the values of transparency, accountability
                                                             has developed organically.
     transactions take place and services are used.                                                               and non-discrimination at the heart of their
     Policymakers should actively respond to these           As the Internet matures and the next wave            approach and activities; they must assume
     challenges and digital platforms should match           of digitalisation gathers pace, a strategic          greater responsibility for their impact on
     their great power with increased responsibility         solution is required, creating appropriate           economies and societies.
     towards their impact on the societies in which they     institutional frameworks that tackle today´s
     operate.                                                challenges:                                          Business leadership based on a values-driven
                                                             Competition dynamics in digital markets have         approach. Business, driven by values, must
     Modernising rights and policies                         led to the concentration of market power             anticipate the impact of digitalisation, acting
                                                             in the hands of a small number of global             responsibly to achieve a sustainable digital
     Rights must apply equally online as they do offline.    players. Whilst innovation still takes place         ecosystem.
                                                             in the digital ecosystem, there is a great risk
     In the digital ecosystem, business interests must       that it increasingly only takes place with the       This should include a cross-sector approach and
     coexist with people’s rights and the interests of       permission of these powerful firms, through          a focus on citizenship, human and consumer
     States. There is a plurality of interests that should   the proprietary rules they enforce and the           rights, rather than a purely market-centred
     be taken into account in this debate.                   bottlenecks they control.                            approach.

                                                             Technological evolution and new business
     Not only businesses but also governments within                                                              Global solutions
                                                             models are outpacing traditional policy and
     a democratic framework should contribute to
                                                             regulatory frameworks. In a fast-paced,
     an open and transparent Internet by protecting                                                               As digitalisation enhances globalisation,
                                                             disruptive, global, digital environment,
     people’s rights and fostering transnational                                                                  policymakers and businesses should strive to
                                                             regulation must become more responsive to
     agreements in various relevant areas.                                                                        find global or regional solutions to problems
                                                             behaviours and activities and less focused
     Governments should seek a certain harmonisation                                                              that are rooted in the cross-border nature of
                                                             on specific industries and sectors. Not
     of policies and rules in order to enable the                                                                 the Internet. The role of governments should
                                                             only businesses but also policymakers and
     fulfilment of individual’s rights.                                                                           be to enhance international cooperation in
                                                             regulators must embrace change and adapt to
                                                                                                                  order to solve new, global issues stemming
                                                             the new political and technological context.
     Citizen and consumer rights are embedded in                                                                  from global digital services and data flows.
     national and international arrangements, but their      Supervision must be modernised in order to           In this regard, the rise of cyberthreats has
     definition is usually shaped by their historical role   make it smarter and faster, seeking a new            become one of the most pressing dangers to
     in the offline world. These rights must become          approach based on:                                   the future of the Internet and there is a need
     equally applicable in the online world, so the          - A focus on “what” rather than “who” is             for better alignment and cooperation between
     establishment of a “Digital Bill of Rights” must          regulated.                                         governments and the private sector.
     become the subject of a public debate and
     agreement.                                              - A less prescriptive regulatory approach,           Today’s regulatory frameworks and
                                                               leaving markets the freedom to experiment          institutions were not built for this digital
     When it comes to the rights of citizens, the oft-         but with close supervision of market               age. It is time to redesign them in order to
     heard argument that “online is different” does not        developments; retaining the capability to          preserve the values and achievements of
     hold. Business must step up to its responsibilities       intervene decisively when market dominance         previous generations. This must be done
     and take an active role in society and the                and abuse take place.                              on the basis of a better understanding of
     promotion of people’s rights.                           - The inclusion of data in competition analysis      how new technologies, business models and
                                                               as the way to pay for services on a platform       markets evolve and work. New frameworks
     Market supervision                                        and a key production factor in the data            will need to find the right balance between
                                                               economy.                                           the experimentation and innovation inherent
     A new policy and regulatory paradigm                                                                         in well-functioning markets, whilst protecting
                                                             - More expertise about digital markets within
     is needed, and they should be based on                                                                       people’s rights and ensuring sufficient
                                                               authorities, making them fit for a digitalised
     accountability and transparency, combining                                                                   competition.
                                                               economy and society.

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A Manifesto for a New Digital Deal - Towards a human-centric digitalisation - Telefónica
01
     CONNECTING
     DIGITAL LIVES
     In this chapter:
     You will learn about the benefits that access to the Internet
     brings and how to increase connectivity through innovation,
     cooperation, education and the right policies to leave no one
     behind.

18                                                                   19
1. Digitalisation is changing everyday life
                The Issue
                Being able to connect is essential for a
                digitalisation process that leaves nobody
                                                                   Digitalisation can be viewed as the Fourth
                                                                   Industrial Revolution5 and the basis for
                                                                                                                    Connectivity is the
                behind.                                            amazing new services and business models
                                                                   that are transforming and disrupting many
                                                                                                                    first requirement to
                Although connectivity growth has been
                remarkable over the last decade thanks             businesses.                                      enter the digital world.
                to mobile broadband networks, half of the
                population still remains unconnected.              Around the world, the way we work,
                                                                                                                    The connectivity has a positive and relevant
                                                                   communicate and face daily tasks is being
                Current technologies and business models                                                            impact on employment and improves the
                                                                   revolutionised by digitalisation – from
                will not be able to deliver ubiquitous                                                              Gross National Income (GNI) per capita as the
                                                                   shopping to culture and entertainment.
                connectivity and satisfy the growing                                                                International Telecommunications Union (ITU)
                requirements of new services and devices.                                                           has reported. Improving Internet access and
                                                                   The telecommunications sector is a good
                                                                                                                    use are correlated with higher GNI (see
                                                                   example of how digital services have changed
                                                                                                                    chart 1). The ITU has also published an ICT

CONNECTING
                                                                   the way people communicate: images, video
                                                                                                                    Development Index (IDI), which records the
                                                                   and enriched text messages now complement
                                                                                                                    population’s digital skills and suggests a clear
                                                                   voice communication.
                Our Belief
                                                                                                                    relationship between education and per capita

DIGITAL LIVES
                                                                                                                    GNI (see chart 2).
                                                                   But this is not just about private businesses;
                                                                   public services, governments and politics
                Digitalisation must be inclusive so everyone                                                        But worldwide 3.9 billion people, more than
                                                                   are changing too. Healthcare, transport and
                has the opportunity to participate in the                                                           half the world’s total population, are still
                                                                   education are all among rapidly-evolving
                connected world.                                                                                    offline. The majority of these people are from
                                                                   services that are improving their ability to
                                                                                                                    the developing countries6.
                Public administrations should make                 interact with citizens and better meet
                broadband deployment a priority for their          their needs.
                                                                                                                    Out of this, around 1.2 billion cannot access to
                national development and work together with
                                                                                                                    3G or 4G mobile infrastructures and therefore
                the private sector to bring connectivity to all.   To be sustainable, digitalisation must be
                                                                                                                    cannot connect to the Internet, but 2.7 billion
                The private sector will need to rethink            an inclusive process that ensures everyone
                                                                                                                    live in areas of coverage of mobile Internet
                how it deploys network infrastructures             has the opportunity to participate in a
                                                                                                                    access and do not connect and use it (see
                and commercialises broadband services.             connected world. Without reliable, high-speed
                                                                                                                    Chapter 1: At a glance).
                Telefónica is a leader doing so in Latin           connectivity infrastructure, people cannot
                America.                                           benefit from huge opportunities coming from
                                                                                                                    Telefónica has invested more than 45 billion
                                                                   the new ways to create, communicate and
                Governments should modernise regulation                                                             euros over the last five years to provide
                                                                   collaborate.
                to support and foster new ways to deploy,                                                           global infrastructure, becoming the first fibre
                operate and commercialise networks by                                                               provider in terms of footprint and bringing
                                                                   Digitalisation opens the access to digital
                companies.                                                                                          mobile broadband coverage to almost 80% of
                                                                   education and knowledge on an unprecedented
                                                                                                                    the Latin-American population. Nevertheless,
                Regulatory reform should strive to attract         global scale, which in turn provides new
                                                                                                                    20% of this region’s population is still
                private investment and support lowering            professional possibilities and prepares people
                                                                                                                    unserved by mobile broadband.
                the cost of infrastructure deployment by           for new digital employment.
                removing taxation.
                                                                   Therefore, connectivity is a necessary element
                Public administrations should also contribute
                                                                   to empower people and the key to social
                to increase demand for broadband services
                                                                   inclusion.
                by improving people’s skills, promoting
                relevant local content and digitalising public
                services.

20                                                                                                                                                                     21
Chart 1. Relationship between use of connectivity and GNI per capita:
                                                                                                                                                                                             “Broadband represents a powerful way to
                                                                                                                                                                                             accelerate progress towards the attainment
                                                                                                                                                                                             of the 17 SDGs, and new broadband networks
                 10

                     9                                                                           Korea (Rep.)

                     8
                                                                           Estonia
                                                                                                                                                                                             and services will play a key role in the
                     7
                                                Belarus                                                                                                                    R2=0.8248         delivery of education, healthcare and basic
                                                                                                                                                                                             social services, particularly for chronically
                     6                   Jordan                                                                             Brunei Darussalarn

                                    Moldova
                     5

                                                                                                                                                                                             disadvantaged communities”.
          Use 2017

                                                                                                                                        Kuwait

                     4

                     3

                     2
                                                Cuba
                                                                                                                                                                                             Howlin Zhao, ITU Secretary-General
                     1
                                          Angola
                                                    Equatorial Guinea
                                         Kiribati
                     0
                           0                              10,000              20,000                      30,000                    40,000                   50,000           60,000

                                                                                         GNI per capita, USD, Atlas Method 2015

                                                                                                                                                                                             2. New infrastructures, better infrastructures.
     Chart 2. Relationship between ICT Development Index (IDI) and GNI per capita:
                                                                                                                                                                                             Connectivity is the first step in the digitalisation.   Sustainable networks
                                                                                                                                                                                             It is important to work on two key areas:
                            10
                                                                                                                                                                                                                                                     Improve or evolve older networks to meet the
                                                                                                                                                                                             Digital divide. Connecting the                          demands of a fully digitalised society (Better
                                                                                                                                                                                             unconnected
                                                                                                      Korea (Rep.)
                                9                                                                                                                                                                                                                    Networks). The digitalisation of everything will
                                                                            Estonia                                                                                                                                                                  concentrate in ultra-dense areas up to 1 million
                                8
                                                    Belarus
                                                                                                                                                                                             Connecting those who don’t have access to               devices connected simultaneously into a single
                                7                                                                                                                United Arab Emirates
                                                                                                                                                                                  R2=0.846
                                                                                                                                                                                             the most advanced networks (New Networks).              1 km2 (counting users’ smartphones and other
                                         Moldova
                                                                                                                          Brunei Darussalam
                                                                                                                                                                                             The unconnected should be the main focus                devices). This is an unprecedented challenge
                                6
                                                                                                                                                                                             of policymakers and governments. This New               that entails a radical change in how networks are
                                5
                                                                                                                                                                                             Networks should not just be provided for the            deployed and operated.
                     IDI 2017

                                                                                                                                                                                             short term, but designed to evolve as soon as
                                4
                                                                                                                                                                                             new solutions and innovations are created, thus         In order to connect people and objects,
                                                                                                                                                                                             reducing the capability gap between rural area          networks will need to become smarter and
                                3
                                                                                                                                                                                             networks compared to urban areas.                       more flexible. Some applications will need higher
                                2                                                                                                                                                                                                                    bandwidth or better latency and response, while
                                                       Equatorial Guinea
                                                                                                                                                                                             Inclusion is a concern for all governments and          others will be able to operate in networks with
                                1
                                                                                                                                                                                             other organisations shaping the digital world. In       less demanding performance. In the same way,
                                0                                                                                                                                                            the same way that power and water infrastructure        the controlled and identifiable environment and
                                     0                        10,000                  20,000                    30,000                  40,000                    50,000          60,000
                                                                                                                                                                                             were central to development in the 20th century,        the level of cybersecurity that industry 4.0 will
                                                                                               GNI per capita, USD, Atlas Method 2015
                                                                                                                                                                                             today connectivity must be accessible for               require differ profoundly from the environment of
                                                                                                                                                                                             everyone.                                               open access and freedom to attach (uncontrolled)
     Source: ITU
                                                                                                                                                                                                                                                     devices offered by generic Internet access.

22                                                                                                                                                                                                                                                                                                       23
Current approaches won’t work for these           Making services more relevant to diverse           Chart 3. Key characteristics of the world offline population
     new challenges because:                           populations and creating relevant content
                                                       and services in local languages are key issues
     The current obligations that operators            that create a virtuous circle by promoting the     The Gender Gap is most pronounced in Africa,                                Individuals with low educational
     have when building infrastructures make it        experience of digitalisation and encouraging       the Arab States and Asia Pacific                                            attainment often remain
     impossible to provide networks at reasonable      further exploration.                                                                                                           unconnected across all regions
     prices for low-income users living in remote
     areas.
     Misleading and restrictive understanding
                                                       In order to get                                                  Male                                      58%                 60% live in rural areas, of which a
                                                                                                                                                            42%
                                                       people connected it
                                                                                                                        Female                                                        large proportion is located in Africa
     of current regulations requires networks to
                                                                                                                                                                                      and Asia-Pacific
     perform equally for all services or devices.
                                                       is necessary to find
     Both challenges have a common ground:
     they require a modernisation of rules and
                                                       innovative ways to                                             Half have a GNI/ Capita of < US$ (PPP)
                                                                                                                      6.500, a large proportion of which are
                                                                                                                                                                                      The elderly have much lower Internet
                                                                                                                                                                                      penetration levels than the overall
     regulations in order to provide an adequate
     framework where network innovation is not
                                                       deploy networks,                                               located in Africa and Asia-Pacific                              population across all regions

     discouraged.                                      enable the creation                                Source: Connecting the unconnected report, ITU, 2017

     Providing such resilient, trusted and pervasive   of relevant digital
     infrastructures that bring connectivity to
     everyone represents a big challenge that will     services and equip
     need a multi-stakeholder approach. This will
     require the collaboration and cooperation
                                                       users with basic digital                           Case study

     of the private and public sectors, as well        skills to benefit from
     as operators, device suppliers, regulators,
                                                       them.                                              UNited nations’                                                 Inadequate communications infrastructure restricts
                                                                                                                                                                          access to markets, jobs, information and training,
     policymakers, vendors, standardisation bodies
     and open source communities.                                                                         SUSTAINABLE                                                     creating a major barrier to business.

                                                                                                          DEVELOPMENT GOALS
                                                                                                                                                                          Undeveloped communications infrastructure limits
                                                       A variety of initiatives from the private
     Telefónica maintains a firm commitment                                                                                                                               access to healthcare and education.
                                                       and public sectors are required to close the
     to provide infrastructure to everyone in          connectivity gap by taking action on both the                                                                      Small and medium-sized enterprises (SMEs) that
     the countries where we operate. We have           supply and demand sides:                                                                                           engage in industrial processing and manufacturing
     invested €45 billion worldwide over                                                                  The United Nations sustainable development                      are the most critical for the early stages of
     the last five years and we continue to                                                               agenda is guided by 17 Sustainable                              industrialisation and are typically the largest job
                                                       Private sector:
     seek innovative ways to cooperate with                                                               Development Goals (SDGs) that seek to                           creators. Over 90 percent of businesses worldwide
                                                       - Devising innovative and sustainable technology                                                                   are SMEs, accounting for between 50-60 percent of
     other players in the ICT sector in order                                                             end poverty, protect the planet and ensure
                                                         and exploring disruptive investment models to    prosperity for all. Two of the SDGs are directly                employment.
     to increase our presence and extend our
                                                         deliver infrastructure.                          linked with communications infrastructure,
     services to challenging areas. Telefónica
     believes that this is the best way to help        Public administrations:                            digitalisation and its impact on education and
                                                                                                                                                                         Goal 17: Revitalise the global partnership for
     societies, in line with the United Nations (UN)                                                      economic growth.
                                                       - Creating an investment-friendly policy                                                                          sustainable development
     Sustainable Development Goals (SDG)7.
                                                         framework to build Information and               Goal 9: Build resilient infrastructure, promote
                                                         Communications Technology (ICT)                                                                                 This goal recognises the importance of a
                                                                                                          sustainable industrialisation and foster
     Furthermore, finding new ways of providing
                                                         infrastructures.                                                                                                multi-stakeholder partnership approach:
                                                                                                          innovation
     better infrastructure to increase access to
     services is not enough unless people can          - Following a holistic approach.                                                                                   Enhancing the global partnership for sustainable
                                                                                                          This goal recognises the importance of
     see the benefits of using them. Even in well-     - Digitalising public administrations and civil                                                                    development, complemented by multi-stakeholder
                                                                                                          investment in communications infrastructure:
     connected areas, there are significant gender,                                                                                                                       partnerships that mobilise and share knowledge,
                                                         services.
     age, income and education gaps8.                                                                                                                                     expertise, technology and financial resources,
                                                                                                           1-1.5 billion people do not have access to reliable
                                                                                                                                                                          to support the achievement of the sustainable
                                                                                                           telephone services.
                                                                                                                                                                          development goals in all countries, in particular
                                                                                                           Quality communications infrastructure supports the             developing countries.
                                                                                                           achievement of social, economic and political goals.

24                                                                                                                                                                                                                              25
3. Private sector                                                                                                  Additionally, innovative ways of using
                                                                                                                         existing technologies will allow the
                                                                                                                                                                                        downtown districts to remote and rural
                                                                                                                                                                                        coverage, the private sector will need to:
                                                                                                                         private sector to overcome traditionally
                                                                                                                                                                                         Develop new equipment and technical
                                                                                                                         unmanageable problems. Balloons, drones
                                                                                                                                                                                         solutions.
                                                                                                                         and satellites may all become elements of a
      Innovation to deliver the access                      Similarly, the high cost of developing                                                                                       Find new business models and explore
                                                                                                                         network solution.
      infrastructure that consumers need                    infrastructure in ultra-dense areas able to deal                                                                             cooperation with other players.
                                                            with the new requirements of the Internet of
                                                                                                                         Open standards and open source initiatives                      Cooperation with digital service providers
      The networks of the future should be personal,        Things and other new services will need of new
                                                                                                                         reach their maximum potential in remote                         in some rural and low-income areas in order
      fully flexible and adapted to customer                solutions that may later be escalated to rural
                                                                                                                         places. They can reduce the level of expertise                  to provide sustainable network access
      demands. People will interact with networks           areas.
                                                                                                                         required to manage a local access network                       provision.
      to manage and configure their experiences,
                                                                                                                         by enabling communities to handle an
      depending on their immediate needs and                The new technologies that are being developed                                                                                Transform conventional business
                                                                                                                         operator’s local equipment by themselves
      wishes. Networks need to be sustainable               to provide fully flexible infrastructure                                                                                     approaches, break down silos and develop
                                                                                                                         and contributing to network maintenance
      and also smart enough to keep pace with               management in order to make them more                                                                                        business models to implement 5G networks
                                                                                                                         in remote areas. The use of more generic
      consumers.                                            sustainable are based on Software Defined                                                                                    that will help to solve these challenges,
                                                                                                                         equipment can then reduce the cost of
                                                            Networks, Network Function Virtualisation and                                                                                both in rural and ultra-dense areas.
                                                                                                                         equipment maintenance and upgrades.
      Delivering ubiquitous access infrastructure           Network Slicing in 5G networks. This will allow                                                                              Strengthen the cooperation between
      will require a huge effort from the                   infrastructure providers to be more efficient,
                                                                                                                         Thus, in order to provide access                                equipment suppliers and software
      telecommunications sector. Connecting remote          providing network capabilities fit for purpose,
                                                                                                                         infrastructure that brings connectivity                         developers, working with open standards to
      sites can cost much more than urban areas             instead of having a rigid platform that cannot
                                                                                                                         to diverse and challenging contexts and                         achieve economically feasible, efficient and
      and, therefore, the return on investment is           sustainably satisfy the needs of a digitalised
                                                                                                                         areas across the world, from ultra-dense                        sustainable solutions.
      much lower due to the cost of deployment,             society.
      even assuming the same intensity of use as in
      urban areas.

     Case study

                                                                                                                         With the “Internet para todos” programme, Telefónica is expanding Internet with an
     TELEFÓNICA’s programme: “INTERNET                                                                                   innovative approach, incorporating a broad range of partners and stakeholders to solve
     PARA TODOS”                                                                                                         the rural connectivity challenge.

     Almost 100 million people in Telefónica’s footprint   generation of software-based networks to build                                                                                                        HIGH ALTITUDE PLATFORMS
     are not connected. We are committed to ensuring       a rural, sustainable value chain with scalable                                                                                                      Extension of coverage with “flying
     that the benefits of digitalisation flow to all       financial structures capable of deploying the                                                                                                      towers” in extremely remote areas.
     citizens and are more evenly shared, in order to      networks of tomorrow.                                                                                                                                     On demand coverage
     create a more inclusive society that leaves nobody
     behind.
                                                           Some of the key elements that “Internet para
                                                           Todos” is reinventing in Latin America are:
     “Internet para Todos” is Telefónica’s internal
     programme that reimagines the way networks            Adapting infrastructure to low-density areas.
     are designed, deployed, operated, maintained          Designing an open, simplified, fully virtualised,                                                                                               RURAL OPERATOR
                                                                                                                                                            RURAL INNOVATION
     and commercialised, so as to continue extending       environmentally efficient and programmable network                                             Overlay of voice network                      Use third parties to cover
     our mobile Internet coverage beyond our current       and support tools.                                                                          Update our voice business with                  places where our operating
                                                                                                                             Already piloted in Peru
     reach.                                                                                                                                                innnovation in network                     model or financial performance
                                                           Discovering disruptive deployment models such                     with good results.
                                                                                                                                                        ( Access and transportation)                        are not profitable
                                                           as High Altitude Platforms, local communities and
     Telefónica tackles this major challenge with a
                                                           entrepreneurs.
     radically open approach, collaborating with several
     cross-industry stakeholders: Internet companies,       Leveraging Big Data & Artificial Intelligence (AI) to
     other local operators, local entrepreneurs,            guide decision making.
                                                                                                                                                               Already piloted in Peru with good results.
     governments, etc. We are using the next
26                                                                                                                  27                                                                                                                         27
4. Public administrations

     Investment-friendly policy framework                   Case Study

     Public administrations must focus on providing
     the best outcome for all citizens, being open
                                                            SPAIN LEADS FIBRE
     to new operational and investment models.              TO THE HOME (FTTH)
                                                            DEPLOYMENT IN
     Predictability of the legal and regulatory
     environment is vital to enable investors to
     assume risks and to attract the private capital
     that is needed to build the infrastructure
                                                            EUROPE
     networks of the future.

     A flexible and predictable approach includes:          In Spain, a change in the regulation of                                                                                                                                            Daniel Souto, Telefónica’s Brazil employee
                                                            optical fibre access in 2009 aimed to attract
     Greater flexibility in the way networks are            investment in high-speed broadband (above 30
     developed and used to provide services,                                                                                  A two-sided market means that both consumers           offers and the benefits this can bring in terms
                                                            Mbps). It resulted in massive fibre roll-out by
     supporting a more efficient rollout of next-                                                                             and producers contribute to fund their common          of take-up. While some of these initiatives
                                                            the three operators. By June 2016, more than
     generation networks such as fibre and 5G both                                                                            platform. It avoids the burden of funding falling      have come under criticism for potential Net
                                                            11 million households had fibre to the home
     in ultra-dense and remote areas, taking full                                                                             solely on one party or the other. In many cases,       Neutrality violations, it is fair to say that many
                                                            (FTTH) access and by the end of 2016 take-up                      consumers can contribute to fund the platform          of them have been very popular.
     advantage of what technology can provide in
                                                            was nearly to 35%. Back in 2008 Spain was a                       with their personal data in addition to or instead
     terms of infrastructure usage efficiency.
                                                            laggard in Europe in terms of homes passed                        of financial remuneration.                             Affordability is often viewed as a relevant reason
     The promotion of private investments in                with FTTH technology. Now it is ranked 5th in                                                                            why people do not use the Internet. Obviously,
     cooperative and community networks operated            the world (7th by number of FTTB subscribers)                     Operators, industries and individuals will need        people need to be able to pay for connectivity,
     by local residents in very low-density and             and has the biggest FTTH network in Europe,                       to develop and experiment with new business            so price levels do matter. However, as the ITU
     unserved areas that may then be attached to:           making Spain the leading European country for                     models, and regulators should be open to               has recently stated in a major study for least-
                                                            FTTH availability.                                                lightening regulatory burdens like some existing       developed countries9, the relationship between
     - Private backhaul links
                                                                                                                              net neutrality provisions.                             mobile broadband prices and Internet use is not
     - Wholesale-only networks, also privately                                                                                                                                       particularly strong and other factors, such as
       funded, where anyone can join.                                                                                         As well as a modernised approach to innovative         availability and skills, are also at play ( see chart 4).
                                                            Where Fiber Broadband is Most Prevalent                           business models, new ways are needed to provide        Furthermore, mobile broadband prices have fallen
     A regulatory reform or soft approach to encourage
                                                            Fixed fiber broadband subscriptions per 100                       licenses from governments and regulators,              considerably in recent years10 ( see chart 5).
     new business models that can get the best of a         inhabitatns in selected OECD countries*
     two-sided market which complement the current                                                                            removing the costly processes that transfer
                                                                                                                                                                                     Chart 4. Relation between mobile broadband basket
     ones based only on bandwidth and/or volume of                                                                            private capital to governments instead of having       and internet usage, 2015, Least Developed Countries.
                                                             South Korea                                               30.0
     data consumption. Such a two-sided market is a                                                                           that capital deployed directly into the building of
                                                                   Japan                                        22.9
     key feature of the Internet for specific rural areas                                                                     networks and infrastructure.                                                            45
                                                                 Sweden                                       20.4
     with low-income population, as well as for ultra-low        Norway                                15.5
                                                                                                                                                                                                                      40
                                                                                                                                                                                                                                                                                    R2=0.4732
                                                                                                                              The experience of limiting regulation around

                                                                                                                                                                                     Internet use (% of population)
     latency networks needed to provide new services in
                                                                                                                                                                                                                      35
                                                                   Spain                        10.7
     very high density areas.                                                                                                 wholesale fibre obligations in Spain resulted in a                                      30

                                                             Switzerland                       9.6                                                                                                                    25
                                                                                                                              boost to fibre deployment by all the operators,
                                                             Netherlands                 6.0                                                                                                                          20

     It might be time to reconsider whether                                                                                   putting Spain at the forefront of the EU in terms of                                    15
                                                                Australia             5.8
     consumers alone should assume the funding                                                                                number of fibre connections and networked homes.                                        10
                                                            United States          3.7
     burden of access networks, given how little                 Canada            3.7
                                                                                                                                                                                                                       5

     control they have over the volume of data being                                                                          Holistic policy approach                                                                 0
                                                                                                                                                                                                                           0   5          10           15          20          25               30
                                                                  France        3.3
     pushed towards them by digital services.                   Germany      0.7
                                                                                                                                                                                                                                   Mobile broadband basket (% of per capita income)

                                                                                                                              Regulation should take into account the value
                                                                                                                              of innovation in business models and retail            Source: Adapted from ITU
                                                            *December 2016   Source: ITU

28                                                                                                                                                                                                                                                                                                   29
Chart 5. 1 Mbps broadband landline rate in                                        and optimises resources, enabling reinvestment
       Latinamerican countries as a percentage of monthly per                            and increasing efficiency.
       capita GDP, 2010 and 2015

        BOLIVIA                                                                          It is a win-win proposition for all. Citizens become
     PARAGUAY                                                                            engaged in the digitalisation process and develop
      ECUADOR                                                                            an increasing need to participate in the digital
     COLOMBIA                                                                            society as public services go online.
          CHILE

     COSTA RICA                                                                          It is easy to envisage some examples:
     ARGENTINA
                                                                                         Digitalising healthcare will enable better services
        BRAZIL
      URUGUAY
                                                                                         to be delivered and efficiently extend the reach of
                  0    10       20       30        40       50        60       70   80
                                                                                         advanced medical services to remote areas.

                      2016 rate as a percentage of monthly per capita GDP in 2015
                                                                                         The use of data analytics makes public transport
                      2010 rate as a percentage of monthly per capita GDP in 2010
                      Average in 2010                                                    systems more efficient.
                      Average in 2015
                                                                                         Digitalisation of processes involving tax authorities
       Source: ECLAC Regional Broadband Observatory. For 2010, the rates
       correspond to December. The rates for 2016 correspond to January;
                                                                                         has been demonstrated to act as a great incentive for
       GDP to 2015                                                                       people, companies and other agencies to embrace the
                                                                                         advantages of such changes, saving time, efforts and
       Affordability is, therefore, one factor, but other
                                                                                         money for all parties.
       issues are equally important, including take-up
       barriers that need more focus by governments
       than just the price of connectivity. For example,
       the cost of the associated equipment and
       devices required to run digital applications and
       services. Computers, tablets, smartphones                                         Case study
       and the power supply required to run them are
       fundamental components of digital life and need
       to be accessibly priced so that citizens can take
                                                                                         SWEDEN’S
       advantage of the connectivity available to them.                                  BLOCKCHAIN-
       Communications services should not be taxed                                       POWERED NATIONAL
       differently than any other basic good and neither
       should there be differences in taxation rules
                                                                                         PROPERTY REGISTRY
       between different providers. High tax rates, or
       sector-specific taxes, make communications
       services less affordable for lower-income groups,                                 March 2017, the Swedish National Land Survey
       and can have the effect of turning the use of                                     completed the second phase of a Blockchain-
       digital services into the preserve of a privileged                                powered National Property Registry, working with
       few. Governments should bear this in mind
                                                                                         the start-up ChromaWay, two banks specialised
       when defining their tax policy and categorising
                                                                                         in mortgages, Telia and Kairos future technology
       devices, which should be treated as basic tools for
                                                                                         consultants.
       empowering people, not as luxury goods.

       Modernisation of public administration                                            The solution clears the way for the removal of the
                                                                                         old paper-based process and substitutes it with
       Public administrations can help to build trust                                    a fully digitalised system. Blockchain provides
       and confidence by demonstrating the huge                                          security and convenience, and a reliable way to
       advantages of digitalisation. This process of                                     streamline the workflow across the ten or more
       digitalising administrations has additional                                       different entities involved in the process.
       advantages, as it increases their service capacity

30                                                                                                                                               31
02
     REFORMING
     SOCIAL AND
     TAX POLICIES
     FOR DIGITAL
     SOCIETIES
     In this chapter:
     You will learn about our recommendations to governments
     and companies in order to help society become prepared for
     the digital revolution by modernising education systems,
     implementing reskilling programs, offering new social
     policies and adapting taxes to the new digital economy.

32                                                                33
REFORMING SOCIAL                                                                                    1. The changing world of work

     AND TAX POLICIES FOR                                                                                Technological advances are ushering in an
                                                                                                         industrial renaissance that could empower workers
                                                                                                                                                              Supply matches demand.
                                                                                                                                                              Policy and regulatory frameworks are adapted to

     DIGITAL SOCIETIES
                                                                                                         and reduce inequality, both within and between
                                                                                                                                                              the new economic context.
                                                                                                         countries. However, the digital economy leads to
                                                                                                         disruptive processes in terms of efficiency (like    Financial stability is guaranteed.
                                                                                                         saving time, lowering costs and reducing errors),    There is cross-sectoral adoption of new
                                                                                                         standardisation and new models of collaboration      technologies.
                                                                                                         which are generating uncertainty about
                                                                                                         employment.
                                                                                                                                                              The challenges that we currently face are related
                                                                                                                                                              to the speed of change mediated by technology.
                                                                                                         What does history tell us about the relationship
                                                                                                                                                              These are risks related to digital divides, to the
                                                                                                         between employment and technology? The
     The Issue                                          Our Belief                                       experience following technological revolutions
                                                                                                                                                              digital transformation of companies and sectors
                                                                                                                                                              and to the adjustment of the labour market.
                                                                                                         has always been very positive regarding job
      The profound impact of digitalisation on          Policymakers will need to actively shape         creation, although every society has gone through
                                                                                                                                                              The Gig Economy
      economies differs from that of previous           digitalisation by adopting adequate policies     transition periods to adapt supply and demand.
      industrial revolutions due to the speed of        to prepare and guide people through this                                                              The rise of the Gig Economy is creating a dynamic
      change, making adoption more challenging          new Industrial Revolution.                       Digitalisation is key to ensuring greater economic
                                                                                                                                                              environment in which the nature of work is
      than ever before for society and people.                                                           dynamism in the short and medium term.
                                                        Social policies need to be modernised and                                                             being reshaped by changing demographics and
      Labour markets are being radically                adapted to the new markets’ realities to be                                                           technological progress with social, political and
                                                                                                         A virtuous circle can be generated in the
      transformed and many people are at risk of        able to protect people and workers.                                                                   economic implications that are concerning for
                                                                                                         relationship between work and technology
      being affected by new social insecurities and                                                                                                           workers, organisations and policymakers.
                                                        Existing workforces will need to be reskilled    provided that:
      inequalities.
                                                        to guarantee future employability.
      The sustainability of social policies, security
                                                        New approaches to education are needed to
      and welfare are endangered through
                                                        develop the necessary skills and knowledge
      digitalisation and Automation and their
                                                        for a digitalised economy. People will need
      impact on tax contribution and employment.
                                                        to learn throughout their lives and education

                                                                                                                                                              “Intelligence is the
      Artificial Intelligence (AI), Machine             systems and businesses have to adapt to
      Learning and Big Data will be the drivers of      that new reality.
      Automation of all repetitive processes and
                                                                                                                                                              ability to adapt to
                                                        Technology and connectivity will help to
      jobs, leading to the disappearance of many
                                                        provide better education for everyone.
      posts and professions, while creating new
      ones.                                             Tax erosion through digitalisation needs to
                                                        be avoided to ensure that public education,                                                           change”.
                                                        social policies and welfare are adequately
                                                        funded to be able to support the profound
                                                        transformation of digital societies.
                                                                                                                                                              Stephen Hawking (1945-2018)
                                                        Global digital businesses should adopt
                                                        responsible tax practices and contribute
                                                        fairly to those societies where their activity
                                                        and transactions take place.

     34
34                                                                                                                                                                                                                 35
Disruption in the jobs market.                          In order to avoid skills shortages, mass
                                                                                                                                                 Job transformation                                      unemployment and continued growth of
                                                                                                                                                                                                         inequality, more individuals must
                                                                                                                                                 Some have seen automation as a synonym                  be empowered to participate in this digital
                                                                                                                                                 for unemployment, but it increasingly seems             transformation.
                                                                                                                                                 that it will mainly target certain jobs profiles
                                                                                                                                                 which are due to repetition easy to automatise.
                                                                                                                                                 Digitalisation has already generated new jobs
                                                                                                                                                 that did not exist a decade ago, such as Big Data
                                                                                                                                                                                                         It is vital to reform
                                                                                                                                                 specialists, social media managers, cognitive
                                                                                                                                                 computing engineers, Internet of Things (IoT)
                                                                                                                                                                                                         education systems and
                                                                                                                                                 architects and Blockchain developers. Therefore,        national curricula so as
                                                                                                                                                 it remains to be seen whether digitalisation
                                                                                                                                                 and Automation will change the world of                 to meet the needs of a
                                           Jesús Gil, Rafael Muñoz, Angélica Roa, Andrés Vega and Edmar Vanessa: Telefónica’s Brazil employees
                                                                                                                                                 employment, replace repetitive jobs and
                                                                                                                                                 create demand for new skills.                           rapidly changing labour
                                                                                                                                                 During the transition to the new economy,
                                                                                                                                                                                                         market, incorporating
     Over the next decade, developed economies will
     feel the effects of an ageing population that will
                                                                         by uncertainty and precarious employment
                                                                         conditions, but rather by fairness and social
                                                                                                                                                 training and reskilling of the existing workforce       a philosophy of lifelong
                                                                                                                                                 will be required to help those workers displaced
     need to remain independent, active and also
     work for longer than before.
                                                                         equality. To achieve this goal, policymakers
                                                                         should find new formulas to afford individuals
                                                                                                                                                 by Automation. Going forward, training and              learning, enabled by
                                                                         better protection in these new work models
                                                                                                                                                 learning will play a major role in people’s working
                                                                                                                                                 lives because the future of work is going to be all     digitalisation and
     The digital revolution is helping people and                        and businesses should take action across
     organisations to progress in previously                             industrial sectors to develop them. With the
                                                                                                                                                 about skills, change and adaptability.
                                                                                                                                                                                                         connectivity.
     unimaginable ways. New technologies are offering                    right policies in place, societies will be able
     many opportunities for flexible work that has                       to deliver social inclusion and generate
     moved beyond the option to work from the office.                    widespread prosperity.                                                  2. Learning to learn: the                               Technology will help in those efforts. It can
                                                                                                                                                                                                         revolutionise education systems and engage
     Today, people are able to work anywhere.
                                                                         Automation is also becoming a challenge for
                                                                                                                                                 new goal in education                                   and inspire people to learn:
     Many people work multiple freelance jobs since                      employment and the human-robot partnership                                                                                      Education should no longer be something that
     online marketplaces provide businesses with                         will undoubtedly continue to further transform                                                                                  you do at a specific institution for a specific period
     access to a scalable on-demand workforce.                           the nature of work.                                                                                                             of time to obtain a certification. Instead, it should
                                                                                                                                                 The Organisation for Economic Cooperation and
     Technology and service companies have been                                                                                                                                                          be a lifelong journey of exploration. To thrive in a
                                                                         Chart 1. Jobs at High Risk of Automation or Facing
                                                                                                                                                 Development (OECD) estimates that 65% of today’s
     a major force in the expansion of the Gig                                                                                                                                                           rapidly changing world, students must learn to be
                                                                         Significant Change, 2016                                                children will have jobs that do not exist yet11.
     Economy that is providing opportunities for                                                                                                                                                         self-motivated lifelong learners.
     industry-specific workers to find work that fits
                                                                          50                                                                     By 2020, more than one-third of jobs will be based      Practical knowledge can be more relevant than
     their schedules, skills and needs. The number of                     45                                                                     on new kinds of skills. This is becoming a worldwide    traditional qualifications, so the methods and
     people working on a project basis in non-salaried                    40
                                                                          35                                                                     phenomenon and represents a new paradigm in             purpose of assessment must also be adapted to
     employment are on the rise and that requires                         30                                                                     education. In the EU, the number of digital jobs        the digital world.
     a better understanding of current workers’                           25
                                                                                                                                                 is growing by about 100,000 every year, but the
     expectations, to ensure that these new forms of                      20                                                                                                                             New possibilities for remote collaboration are
                                                                          15                                                                     number of graduates with the required Information
     work do not result in new social tensions.                                                                                                                                                          enabling people to access information that was
                                                                          10
                                                                                                                                                 and Communications Technology (ICT) skills isn’t
                                                                           5                                                                                                                             previously inaccessible.
                                                                           0                                                                     keeping pace with demand15.
     Another factor shaping the new labour market                                                                                                                                                        Learning can be personalised and enriched through
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                                                                                                                                                 Beyond Science, Technology, Engineering and Maths       Artificial Intelligence (AI) and Augmented Reality
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     services, like Wikipedia, have developed based                                                                                                                                                      (AR). New tools, such as Massive Open Online
                                                                                                                                                 (STEM), creativity, critical thinking and empathy are
     almost entirely on volunteer work.                                                        Jobs at high risk of automation
                                                                                                                                                                                                         Courses (MOOCs) should be widely available and
                                                                                               Jobs at risk of significant change                becoming ever more important for all workers: the
     Governments and business leaders must ensure                                                                                                                                                        accessible to everybody.
                                                                                                                                                 World Economic Forum (WEF) anticipates a growing
     that this Gig Economy is not characterised                          Source: OECD (2016) “Employment Outlook”
                                                                                                                                                 demand for cognitive abilities (52%), systems skills
                                                                                                                                                 (42%) and complex problem-solving skills (40%)12.
36                                                                                                                                                                                                                                                                37
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