UK Consumer Digital Index 2019 - The UK's largest study of transactional, behavioural and attitudinal research including the new Essential Digital ...
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UK Consumer Digital Index 2019 The UK's largest study of transactional, behavioural and attitudinal research including the new Essential Digital Skills measure
Lloyds Bank Consumer Digital Index 2019
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Contents
The Consumer Digital Index is now in its 11 DIGITAL BRITAIN 31
ESSENTIAL DIGITAL SKILLS FOR WORK
fourth year. It uses the behavioural and 12 Benchmarking digital capability 32 Overview
transactional data of one million consumers
to build a view of digital capability in Britain. 13 Forecasting digital capability 34 Skill and task level results
This year it also includes the first measure of 14 Online activities 36 Sector results
UK Essential Digital Skills for life and work. 16 The ‘Digital Dividend’
Findings from the report inform international 17 Online money management 37 UK ESSENTIAL DIGITAL SKILLS
and UK policymakers, large corporates and
the third sector as all groups work to close the
digital divide.
18 THE DIGITALLY DISADVANTAGED 38 UPSKILLING DIGITAL BRITAIN
19 Digital Foundation skills 39 Progress since 2018
21 The ‘Offline’ profile 40 Digital advice and training
4 FOREWORDS 22 Barriers to moving online 41 Motivations to improve
6 CREATING THE UK CONSUMER 24 Demographic spotlight: disability
DIGITAL INDEX and ethnicity 42 CALLS TO ACTION
7 SEGMENTATION METHODOLOGY 25 Benefit claimants and digital capability 43 LLOYDS BANK ACADEMY
8 ESSENTIAL DIGITAL SKILLS
METHODOLOGY 26 ESSENTIAL DIGITAL SKILLS FOR LIFE 44 APPENDIX
10 KEY FINDINGS 27 Overview
28 Skill and task level results
New in 2019
Occupation, ethnicity, Essential Digital Skills Essential Digital Skills Analytic forecasting of
disability demographics for life for work Digital Britain in 2030
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Lloyds Bank Consumer Digital Index 2019
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Thank you to our partners
LOCAL DIGITAL SKILLS
PARTNERSHIP
Improving lives through digital
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Forewords
“It is through partnerships,
collective action and industry
support that we can make
a real difference and help
Britain prosper.”
Stephen Noakes
Retail Transformation Managing Director,
Lloyds Banking Group
A
t Lloyds Banking Group, I am proud to With this in mind, the findings of the 2019 UK We are delighted that the Department for Online safety and security concerns are prevalent
lead the Retail Transformation division, Consumer Digital Index are incredibly powerful. Education is using this framework to underpin across the online population too; over one-third
helping colleagues in our branch Our behavioural data sample of one million a new adult digital skills entitlement, formally of UK consumers do not have the skills they need
network and telephony centres face into the nationally-representative customers outlines the recognising that digital skills are just as crucial to keep themselves safe.
changing needs of customers and communities. changing state of Digital Britain. Compared to as numeracy and literacy.
On the whole, the 2019 UK Consumer Digital Index
We consider a number of different factors when 2018, there are 1.8 million more people who have
This cannot come at a better time. With UK finds that while more people are doing more
designing products and services; the highest digital capability. The 31.5 million
productivity in mind, it is concerning to see that online, a concerning proportion of the population
people who benefit from being ‘Digital First’ enjoy
• How can we enable our customers to self time savings, financial savings, and are more likely
53% of UK employees do not have the Essential
Digital Skills required for the workplaces of today
are lacking the skills they need to truly succeed.
We hope that you will find this report informative,
serve when they wish? to have greater ambition to learn and grow.
and tomorrow. 11.9 million (22%) people do and importantly, a driver to take action on the
• How can we create seamless experiences As well as analysing what they are doing in their not have the skills for everyday life – the ability digital skills agenda. It is through partnership,
for customers? day to day, we also seek to understand what they to manage money online, engage in government collective action and industry support that we can
• How can we support the most vulnerable are able to do. This year, 4,000 UK citizens were services and find a job online – and there are make a real difference and help Britain prosper.
in society? also interviewed face-to-face to provide the first 4.1 million adults in the UK still yet to go online;
ever view of the UK's Essential Digital Skills. In 2018, 75% of which have indicated that ‘nothing’
• How can we empower our communities with Lloyds Bank were proud to work with government could motivate them to change. 2018 data first
the skills they need to thrive?
departments and partners to design this new evidenced a motivational barrier, but this year's
UK-wide benchmark for the digital skills needed for data reveals that cybersecurity and fraud fears
life and work, both today and tomorrow. are really the underlying concern.
4
Lloyds Bank Consumer Digital Index 2019
Forewords u
“We are delighted that Lloyds
Banking Group continue to play
a leading role on digital skills and
that we are partnering on this
vital agenda, so no one is left
behind as we build a Britain fit for
Rt Hon Anne Milton MP Margot James MP the future.”
Minister for Apprenticeships Minister for Digital
and Skills and the Creative Industries
W
e would like to thank Lloyds Banking The findings will help the continued work in The new standards have been subject to In addition, we recently awarded £1.4 million
Group for another robust and insightful government, industry and by other partners. extensive consultation and input from a wide across two funds aimed at testing new approaches
report assessing the financial and digital This work is brought together through national and range of education, industry and digital inclusion to digital skills and inclusion: £1 million was
capacity of people in the UK. local Digital Skills Partnerships, which are working stakeholders. The new standards will form the awarded in grants for initiatives which specifically
For the first time, this report provides separate towards the UK being a world-leading digital basis of new Essential Digital Skills qualifications aim to help people take up digital roles, and a
assessments of the number of adults without the economy that works for everyone. that adults with no or low digital skills will be able to further £400,000 to help older and disabled people
digital skills required for life, and those without study free of charge. get life-changing digital skills.
Together, we are making substantial progress.
the digital skills required for work. Our Future Digital Inclusion programme, funded We are setting up local Digital Skills Partnerships We are delighted that Lloyds Banking Group
The report continues to shine a light on the need by the Department for Education and managed by in six trailblazer regions because we want to continue to play a leading role on digital skills
to tackle digital exclusion, with one in five people the Good Things Foundation has supported over grasp opportunities to increase digital capability and that we are partnering on this vital agenda,
lacking the Foundation skills to get online, and one million adults develop their digital skills, with a through regional partners. Three are already up so no one is left behind as we build a Britain fit for
one in four lacking at least one of the five Essential focus on supporting key groups facing digital and and running in Lancashire, Heart of the South West the future.
Digital Skills. social exclusion set out in this report. and the West Midlands. Two more launched this
month in Cornwall & Isles of Scilly and Cheshire &
It also provides us with valuable insight into the We are also taking steps to ensure that courses
Warrington, and in June our sixth trailblazer will
digital skills which adults need to gain confidence adults study cover the full range of digital skills
launch in the South East, taking the total coverage
and experience; for example, in communicating and needed today and in the future. We recently
to more than ten million people.
collaborating online, being safe and legal online, published new national standards setting out the
and using digital to improve personal effectiveness. digital skills adults need for life and work.
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Creating the UK Consumer Digital Index
Of the one million sample, The Partners ensure this
2,700 people are selected for insight is data-rich report is fit
a telephone interview.
4. generated. for purpose.
5.
2.
The Lloyds Bank The report is quality assured
The Consumer
In the
A second and separate
survey is also commissioned
to fulfil our commitment
as the lead provider of
Responsible
Transformation
team uses a blend
É by our Group Analytics data
scientists to ensure all statistics
are robust. It is also assured
interview, they of analytical contextually by external experts
the Essential Digital Skills
Digital Index begins share their
measure. 4,000 UK citizens
tools and skills to and internal thought leaders in
with the creation thoughts,
are interviewed face-to-face
interpret the data analytics, security, marketing
feelings and and draft the report. and legal.
of a sample of one attitudes on
to understand the digital
1. million consumers. skills they use day to day.
their digital
2,000 are also interviewed
lives.
to determine the skills they
This sample is generated from use at work.
an anonymised behavioural
dataset of 30 million people
across Lloyds Bank, Halifax
6. The Index is published.
The insight is published to stakeholders
and Bank of Scotland
across government, academia and
customer bases.
industry to facilitate insight-led change
Findings are data-matched. in the UK. Lloyds Banking Group then
3.
A diverse dataset ensures
that the sample created is uses the insight to underpin initiatives
representative of the UK. such as the Lloyds Bank Academy and
Once the different The power of this study is the ability the network of 23,000 Digital Champions.
research inputs have to understand what people do Lloyds Banking Group has made a
been collected, the (one million behavioural dataset), commitment to provide face-to-face
findings are matched think and feel (2,700 telephone training to 1.8 million individuals, small
to the behavioural interviews), and what they are able businesses and charities between 2018
dataset. to do (4,000 face-to-face interviews). and 2020.
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Segmentation methodology
Digital capability segmentation
As described on page 6, the data of one Figure 1. Digital capability behavioural Segments 1 to 5 and updated behavioural segmentation
million UK consumers is collated and
anonymised. Based on the consumers'
digital behaviours and usage, they are
Advanced
placed into a five-step digital capability High
segmentation. These segments are 5
cumulative, those in Segment 5 will also Established 4
have the behaviours of prior segments.
Getting started 3 As Segment 4. Plus: regularly
This year the segmentation has been managing money online and
updated. Building on the previous Segments Passive As Segment 3. Plus: using multiple digital devices
2
1 to 5, new behaviours are now included managing money digitally
which allow for an improved three-tier 1 As Segment 2. Plus:
segmentation that reflects people's evolving shopping and streaming
digital capability. The additional behaviours As Segment 1. Plus: basic video online
now underpinning the segmentation are: digital communication
No evidence of digital
• 1. Use of FinTech services behaviours
(financial service providers that leverage
new technology)
• 2. Preference shown for digital Digital First – Segment 3 / Segment 4 / Segment 5
transactions
+ preference for digital transactions and/or FinTech usage
On page 12 of this report, the changes to
Segments 1 to 5 are shown over time for
benchmarking. Digital capability analysis Digitally Competent – Segment 3 / Segment 4 / Segment 5
Digitally Disengaged – Segment 1 / Segment 2
throughout the rest of the report uses + preference for branch transactions and/or, no banking transactions/or FinTech usage
the updated behavioural segmentations:
Digitally Disengaged, Digitally Competent
and Digital First.
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Lloyds Bank Consumer Digital Index 2019
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Essential Digital Skills methodology
The new Essential Digital Skills framework is a significant Working in collaboration, the framework was put out for
evolution from its predecessor ‘Basic Digital Skills’. public consultation and over 400 cross-sector organisations Figure 2. Visual overview of the Essential Digital Skills framework
Since 2016 Lloyds Bank had measured the Basic Digital Skills provided their inputs on the practical application and
of the UK in the annual Consumer Digital Index. Last year execution of the framework. Thanks to these cross-sector
Lloyds Bank and the Tech Partnership worked with the inputs the new Essential Digital Skills for work measure is
Department for Education and the Department for Digital, relevant to the significant majority of the UK workforce.
BE S
LINE AFE
Culture, Media & Sport to comprehensively update the An overview of the finalised framework components* T ON , LE
framework to ensure it fully reflects the range of skills people EN GA
is provided in figure 2. The next page highlights the key LA
need to safely benefit from, participate in and contribute to N FID ND
changes to the framework. CO
the digital world of today and the future.
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*Department for Education, 2018, gov.uk/government/publications/essential-digital-skills-framework
8
Lloyds Bank Consumer Digital Index 2019
Essential Digital Skills methodology u
Key changes to the new framework
The new Essential Digital Skills Figure 3. The three progressive tiers of the Essential Digital Skills framework
framework now comprises of three tiers
and is progressive:
1. Foundation skills
People must be able to do all seven tasks
ă
as a prerequisite
2. Essential Digital Skills for life
Individuals must have all Foundation skills
to be eligible and be able to do at least
Foundation
What are the fundamentals required
§ Life
What are the digital skills that
Work
hat are the digital skills that
W
one task from all five of the skills to get online? a UK citizen now needs? a UK citizen needs for work?
3. Essential Digital Skills for work ѐ I can turn on a device ѐ I can upload a photo ѐ I use digital collaboration tools at work
Individuals must be able to do at least
one task in each of the life skills, be in
ѐ I can use an app ѐ I can use word processing applications ѐ I set up and manage an account on a
professional network e.g. internally/
employment, and be able to do at least ѐ I can use a mouse ѐ I can manage my finances and
LinkedIn
one task in each of the work skills transactions online
In total there are now 43 tasks (up from 11 in
ѐ I manage digital records and files
the previous Basic Digital Skills framework),
as well as a comprehensive section focused Seven tasks Twenty nine tasks Seventeen tasks
on ‘Being Safe and Legal Online’.
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Lloyds Bank Consumer Digital Index 2019
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Key findings
Digital Britain The Digitally Disadvantaged Skills in the workforce
Since 2018, there are 1.8 million more 11.9 million people (22%) do not have More than half of UK employees (53%)
people with the highest digital capability the Essential Digital Skills needed for day-to-day do not have the digital skills needed for work
life in the UK
Overall there are more people Compared to those with less A further 19% of the UK • 16% of benefits claimants 4% of the population uses
5 • Unemployed people are 64%
online than ever but 37% of digital capability, being Digital can not do fundamental are Digitally Disengaged the Internet to work, a 15% more likely to lack Essential
the UK are still at risk of being First creates both economic Foundation skills such as: (down two percentage points increase since 2018 (47%) Digital Skills for life than the
left behind and social value • Six million (11%) cannot since 2018) • However, half of UK UK average (36% vs. 22%)
• 31.5 million (62%) are • 75% are saving money online turn on a device • The North East of England employees (53%) do not nly one-third (34%)
O
Digital First (use multiple
devices, shop and stream
including paying up to 6%
less a year for utilities
• 7.1 million (13%) cannot has consistently had the
highest proportion of its
have the Essential Digital
Skills needed for work (e.g.
of employees say their
open an app workplace gives them digital
online, and prefer to manage
money digitally)
• 84% connect with family Cybersecurity concerns
population who are Digitally
Disengaged – external
able to avoid suspicious
links and pop-ups, share
skills support
and friends online
underpin ‘motivational barrier’ • Working people are not
• 12.7 million (25%) are • They are 1.7 times more research shows that this documents by attaching
taking the safety and security
Digitally Competent (digital likely to have improved • 4.1 million adults (8%) in the region has more young to an email, use online
skills they are using day to
usage but prefer face to UK are offline. Three million people not in education, payments etc.)
their job prospects day into their workplaces.
face support)
• 57% have improved their
(75%) of them report having employment or training, all
factors which correlate to
• One-third of the workforce 80% of people can do this
no interest in being online,
• 6.1 million (12%) are Digitally employability through driven by cybersecurity fears digital capability
lacks cybersecurity skills life skill but only 66% apply
Disengaged (little or no digital being online and concerns • 61% of people earning more this at work
behaviours). This is down New – Spotlight on disability than £25,000 have essential
• They are nearly twice as likely
from 7.6 million (15%) in 2018
to have disposable income,
Socio-economic factors • People with a disability workplace skills, significantly
higher than those earning
influence digital behaviours are 35% less likely to have
By 2030, it is forecast that with an extra £800 to spend
4.5 million (8%) UK adults will per year (those with lower • Almost half of the Offline Essential Digital Skills for life, less than £11,499 where only
one-quarter have these skills
remain Digitally Disengaged incomes who are Digital First (48%) are under 60 years but in the workplace they are
• The proportion of Offline UK are also more likely to have old, challenging the equally skilled • Employees from the
citizens continues to decline more disposable income) assumption that the Offline • nly 11% of people with
O Manufacturing, Construction,
Utilities and Retail sectors
are mostly elderly
(8% in 2019 vs. 9% in 2018) • 42% are managing their a disability use assistive
• There has been a 11% physical and mental health • Nearly half of Offline technology (screen readers are the least digitally skilled
increase in the number of through being online people (47%) come from etc.) when going online and • West Midlands has the least
a low income household one-fifth (21%) say there digitally skilled workforce
over 60s going online since
is no suitable technology
2018; this group are going
for their condition to help
online to shop
them go onlineu
Chapter One
Digital
Britain
The following chapter utilises behavioural and survey data to measure
digital usage, engagement and attitudes in the UK. Digital behaviours
are analysed to understand digital activities and consumer trends: Carole Moate
55, Norfolk
the complementary skills survey helps to understand the tasks people
C
arole has been using the Internet for almost 20 years and
are able to do. recently found that she can also use it to keep in touch
with her daughter who moved to Florida, making
it cheaper and easier.
Carole’s digital skills have grown organically and have been born out
of a desire to keep up with the changing world. Upon being diagnosed
DEBBIE FORSTER MBE SAYS… DID YOU KNOW… with Coeliac disease, she has used a range of digital tools to learn
By 2030
about and manage her condition.
“This report indicates the “When I was first diagnosed the doctor rang me up and told me
beginnings of progress I've got Coeliac disease, I thought ‘what the hell is Coeliac disease?’.
and outlines pathways it is forecast that 4.5 million As soon as I got off the phone I went straight to my desk, and googled
Coeliac disease; I spelt it wrong, the American way, but I still got what
to success.” (8%) UK adults will remain I needed. I found out I was entitled to a dietitian and gluten-free
CEO, Tech Talent Charter
Digitally Disengaged produce on prescription. I also found out about Coeliac UK through
being online.”
11Lloyds Bank Consumer Digital Index 2019
Digital Britain u
Benchmarking digital capability
UK digital capability continues to rise
Figure 4. Year-on-year movements in the proportion of people in digital capability Segments 1 to 5, 2016 to 2019 N = 1,001,840
Since 2016, Lloyds Bank has benchmarked UK digital
capability using a behavioural dataset of more than
one million people. Key Segment 5 – regularly managing money online and using multiple digital devices
This is segmented into five groups which range Segment 4 – managing money digitally
from the lowest level of digital capability, Segment 1, 55%
Segment 3 – shopping and streaming video online
to the highest level Segment 5 (see page 7 for Segment 2 – basic digital communication 52%
the methodology).
Segment 1 – no evidence of digital behaviours
Figure 4 shows that compared to 2018 there are
now 1.8 million (3%) more adults in Segment 5,
now equivalent to over 27.9 million people (55%). 42%
Since 2018 there has also been a three percentage 40%
point reduction in Segment 1; there are now 5.1 million
people (10%) in this segment.
Looking at longitudinal movements within the
five segments (see Appendix 1):
• Each year 16% move from Segment 1 to Segment 3
• Once in Segment 3, few people (7%) then progress 24%
to Segment 4 (managing money online) 22%
• Around 9% move from Segment 4 to 5 (as they start 19%
21% 18% 18%
using multiple digital devices)
15%
• Just under one-third in Segment 5 drop back down 13%
15%
to Segment 4 15%
13%
ш 1.8 million 3%
10%
2% 2% 2%
Compared to 2018, there are 1.8
million more people in Segment 5
2016 2017 2018 2019
12Lloyds Bank Consumer Digital Index 2019
Digital Britain u
Forecasting digital capability
This is the fourth year in which Forecasting digital capability
Lloyds Bank has benchmarked the Figure 5. Forecast movements in the proportion of people in the updated digital capability segments, N = 1,001,840
until 2030
digital capability of consumers in 2019 to 2030
For the first time, and using industry
the UK.
standard predictive modelling Key Digital First
Incorporating new digital behaviours techniques, Lloyds Bank data
(see page 7 for the methodology) has Digitally Competent
scientists were able to forecast what
allowed for a more comprehensive digital capability would look like over Digitally Disengaged
yet simplified view of digital capability the next ten years (see Appendix 2).
in the UK.
Figure 5 shows the results which
69% 69%
Nearly two-thirds of UK adults forecast that if no further interventions 67% 68% 68%
65% 66% 66%
are embracing digital in their occur, the population with the highest
63% 64% 64%
level of digital capability – the Digital 62%
everyday lives
First – will increase to 69% over the
This year 31.5 million (62%) adults in
course of the next decade. Both the
the UK are Digital First with the highest
Digitally Competent and the Digitally
levels of digital capability (figure 5).
Disengaged groups will decline.
12.7 million (25%) people are Digitally
However in 2030 there will still be 8%
Competent as they are using digital
of the adult population (a predicted
day to day but are yet to fully embrace
4.5 million people) who show little or
the digital world. Lastly 6.1 million
no signs of digital behaviour, only
(12%) people are Digitally Disengaged
a four percentage point decrease.
showing little or no signs of digital
behaviour and are likely to be offline.
25% 25% 25% 24% 24% 24% 24% 23% 23% 23% 23% 22%
8% 12% 12% 12% 11% 11% 10% 10% 10% 9% 9% 9% 8%
By 2030, it is forecast that 4.5 million (8%) of UK adults
will remain Digitally Disengaged with little or no
digital behaviours
2019 2020 2021 2022 2023 2024 2025 2026 2027 2028 2029 2030
13Lloyds Bank Consumer Digital Index 2019
Digital Britain u
Online activities
Each year, the Consumer Digital
Index examines the extent to which Figure 6. For which of the following do you use the Internet? 2019 N = 2,490
UK Internet users are undertaking
specific activities online. Key % Percentage difference, 2019 vs. 2016
N/A New option in 2019
Email is still one of the key reasons 2019 NEW: Online gaming has NEW:
that UK citizens log on – 92% of One-third (34%) increased by 19% Nearly one-quarter (23%)
those online use it as a key channel are applying for – external research are going online for physical/
for communication jobs online shows that 2018 mental health purposes,
was the biggest year e.g. mindfulness apps, step
for the UK games count tracking, wearable
-3% market in terms of technology. This rises to 29%
92% -5% consumer spend* for those with a disability
86% (see Appendix 3)
+7% N/A
75% 75%
+3%
-19% +2% -4%
60%
57% 56% 55%
-22%
40% N/A N/A +19%
34% 33% 32%
N/A N/A
23% 23%
N/A N/A
9% 8%
a e · « ė Y y ѐ Á é Ï ³ G §
Email Buying Social Using Posting/ Learning Streaming/ Accessing Rating Applying Solely Online Selling Managing Accessing Online
products/ Media online sharing downloading local products/ for jobs content games products my physical universal dating
services messaging photos or media council services for work or services or mental credit
services videos information health
*UK Interactive Entertainment, 2018, ukie.org.uk/research#Market
14Lloyds Bank Consumer Digital Index 2019
Digital Britain: Online activities u
As evidenced in the previous UK Consumer
Digital Index reports, a key correlating factor Figure 7. Proportion of people who use the Internet for the listed purposes. Split by age, 2019 N = 2,490
to overall digital capability is age. This year's
findings are no different: Key Keeping contact via social media Buying products/services Learning
• 2% of 18-24 year olds are offline Accessing local council information Applying for jobs Managing my physical or mental health
• 87% of 18-24 year olds are Digital First
• 33% of 70-79 year olds are offline 26% 39% 60% 67% 87% 93%
• 26% of 70-79 year olds are Digital First 18-24 § y Ï «
As shown in figure 7, applying for jobs digitally and
26% 54% 62% 63% 88% 91%
taking on learning opportunities are both activities
which vary according to age; 60% of 18-24 year 25-29 § y « Ï
olds use the Internet to find a job compared to only
24% of those aged 50-59. 29% 47% 63% 66% 84% 89%
30-39 § y « Ï
However, managing physical and mental health as
well as online shopping are consistent across age
groups. This suggests that there may need to be 27% 34% 58% 59% 78% 87%
an intervention in order to drive older generations 40-49 § y « Ï
into using the Internet to find jobs and for learning.
This may be done through driving demand, or 19% 24% 51% 54% 66% 83%
improving accessibility and customer experience in
50-59 § y « Ï
these areas.
For three-quarters of the UK online population, 10% 15% 46% 52% 59% 83%
social media is a key channel to keep in touch
60-69 § y « Ï
with others. Research conducted at Michigan
State University on the benefits of technology on
older adults evidences that higher technology 7% 18% 32% 39% 41% 82%
use is associated with greater wellbeing, fewer 70-79 § y « Ï
depressive symptoms, and reduced loneliness*.
With more than two million over 65s suffering
from loneliness, growing digital adoption of this *William J Chopik, 2016, ‘The benefits of social technology use among older adults are mediated by reduced loneliness’, Cyberpsychology Behavior and Social Networking, vol. 19, no. 9, pp. 551-556.
activity could help.** **NHS, 2019, nhs.uk/conditions/stress-anxiety-depression/loneliness-in-older-people/
15Lloyds Bank Consumer Digital Index 2019
Digital Britain u
The ‘Digital Dividend’
The 2016 UK Consumer Digital Index established
that the average UK citizen could save £744 Figure 8. Here are some things people sometimes say about going online. Do you agree with the following? (Response ‘Yes’) N = 2,490
by being online. This illustrated how those with Split by digital capability segmentation, 2019
greater digital capability extract more benefits from
going online – the ‘Digital Dividend’.
Using the 2019 behavioural data, analysis
reveals that 31.5 million (62%) UK adults are % difference
Digital First, 7% of whom are using FinTech between
2019 Digitally Digital 53% recognise
services (see page 7 for the full
2016 2018 UK average Disengaged First that being online
segmentation methodology).
It helps me improve my work
can improve their
One particular area where there is a significant – – 53% 33% 57% 73% job prospects
prospects/employability
difference is in utilities spend. The transactional
data finds that Digital First consumers can save It helps me save money 70% 69% 71% 49% 75% 53% 71% of the UK save
up to 6% on their annual gas, water and money by being online
electricity bills (see Appendix 4). It helps me manage and improve
– – 39% 28% 42% 50%
my physical/mental health
This year the data shows that the Digital First
population receives much greater benefits from the It has helped me find and
– – 46% 33% 49% 48%
Internet than the Digitally Disengaged population. get a job
It makes it easier to organise
63% 76% 77% 56% 82% 46%
my life
It helps me feel more like part
– 48% 46% 35% 48% 37%
of the community
The Digital First are
34% less likely to feel
It helps me feel less alone – 42% 38% 29% 39% 34%
alone because of their
Compared to the Digitally digital usage
It helps me connect better
Disengaged, the Digital First with friends and family
74% 82% 80% 63% 84% 33%
are 73% more likely to agree
I use the Internet outside
that going online helps them of work but not for job
– 53% 46% 37% 45% 22%
improve their work and It helps me save time, so I can
employability prospects 63% 72% 67% 59% 69% 17%
enjoy myself more
16Lloyds Bank Consumer Digital Index 2019
Digital Britain u
Online money management
Data on the previous page has shown that
71% of UK consumers are saving money online. Figure 9. Proportion of people who manage their Figure 10. The age distribution of those who are Digital First and Digitally Competent, 2019
People in the Digital First group are the most money through different online channels.
likely to say this (75%) and this is due to their Split by digital capability segmentation, 2019
Key Digital First
online money management techniques and Key Digital First N = 1,001,840 Digitally Competent N = 1,001,840
shopping preferences. 27%
Digitally Competent
25.8 million people (82%) choose
smartphones to manage their money
82%
The Digital First have a clear preference for 20% 20%
managing their money on a smartphone; more 69% 18% 18%
than eight in ten use their mobile and seven in ten 16% 18%
use an app (figure 9). 58%
A far smaller proportion of the Digitally Competent 12%
13%
group is managing their money online and they
have different preferences for doing so. Only two 11%
10%
in ten use a desktop computer and the same
26% 6%
proportion is using a smartphone.
18% 19% 4%
This difference in preference is in part driven by 14% 5%
age with the Digital First group being younger than 8%
2% 0% 0%
the group with less capability (figure 10). Younger 1%
Digital First consumers opt for smartphones to Desktop Smartphone** App Tablet** 18-25 26-35 36-45 46-55 56-65 66-75 76-85 86-95 Over 95
manage their money, whereas older people are
more likely to choose desktops and tablets (see
Appendix 5).
Multi-device users are more likely to This year the behavioural data shows that
benefit from the ‘jam-jar’ effect ‘jam-jarring’ occurs mainly for the Digital First,
The Digital First are: especially those using a smartphone and another
Almost three times more Paying up to 6% less for Compared to the Digitally The 2017 Index explored digital ‘jam-jar’ behaviour, device (tablet or desktop). Therefore there is a
likely than the Digitally their utilities compared with Competent, the Digital First are defined as someone moving money online from potential opportunity to change the overdraft
Competent to have started the Digitally Disengaged nearly twice as likely to have one bank account or savings account to another related behaviours of the 12.7 million people who
saving, regardless of their disposable income, with an extra at least three times in one month*. Findings in that are Digitally Disengaged if they were to 'jam-jar'.
income (8% vs. 3%) (see £800 to spend per year (see report illustrated how those ‘jam-jarring’ were less
Appendix 6) Appendix 7) likely to use their overdrafts and that women and
young people were the most likely to do this.
*Lloyds Bank UK Consumer Digital Index, 2017, lloydsbank.com/assets/media/pdfs/lloyds-bank-consumer-digital-index-2017.pdf
**Through internet browser or app 17u
Chapter Two
The Digitally
Disadvantaged
Data from this report reveals that 4.1 million UK adults are offline.
The following pages identify who these people are, what is stopping
them from going online and what can be done to engage them. Alan Little
72, Business Owner, Manchester
With this understanding, programmes can ensure that everyone
A
lan left school to work in a raincoat factory with the aim
can advance and prosper equally. of becoming a tailor. He was able to build his knowledge and
move onto becoming a designer where he spotted a gap
for work-wear in the clothing market. Aged 32, he decided to start his
own clothing business.
JAMES TAYLOR SAYS… “I felt I was being left behind and needed to get online to move my
business forward.”
“This report demonstrates the work that Prior to attending the Lloyds Bank Academy, Alan relied on his sons
needs to be done to make sure all disabled to manage the digital side of his business. Part of the training Alan
people are provided with the right skills. undertook improved his understanding of online security; allowing
him to feel more confident using the Internet and encouraging
By working in partnership we can develop him to continue his digital education.
impactful policy so no-one is left behind.”
Head of Policy, Public Affairs and Campaigns, Scope
18Lloyds Bank Consumer Digital Index 2019
The Digitally Disadvantaged u
Digital Foundation skills
Digital Foundation skills are measured
as part of the Essential Digital Skills Figure 11. Proportion of people aged 15+ that can and cannot do the Foundation tasks (prerequisite to Essential Digital Skills), 2019 N = 4,190
framework and are a prerequisite level of
skill people must have before becoming
eligible for Essential Digital Skills for life Key % that can do this % that cannot do this
and work (see Chapters 3 and 4).
One-fifth of the population do not I can use the available skills on a device (e.g. mouse, keyboard, touchscreen etc.) 91% 9%
have foundational digital skills
The results show that 81% of those aged
I can open an internet browser to find and use websites 90% 10%
15+ can do all seven of the Foundation
tasks and therefore are eligible for
Essential Digital Skills for life. Nearly one- I can turn on a device and log in to any accounts/profiles I have 89% 11%
fifth (19%) therefore cannot do all seven
Foundation tasks and cannot be assessed I can update and change my password when prompted to do so 87% 13%
in the Essential Digital Skills for life or
work measure.
I can connect a device to a Wi-Fi network 87% 13%
Nearly one in ten (8%) have zero
digital skills I can find and open different applications/programmes on a device 87% 13%
Furthermore, 8% of those aged 15+ are
unable to complete any of the Foundation I can use the different menu settings on a device to make it easier to use
tasks at all. This is equivalent to 4.3 million 86% 14%
(e.g. change the font size to make it easier to read)
people and aligns to 8% of people who are
offline (see page 21).
x The appendix includes the
demographic profile of the 8%
of people aged 15+ that cannot
¢ 9% è 11% ª 13%
4.9 million people cannot use Six million people 7.1 million people cannot
do any of the Foundation tasks a mouse or touchscreen cannot turn on a device open an app
(see Appendix 8)
19Lloyds Bank Consumer Digital Index 2019
The Digitally Disadvantaged: Digital Foundation skills u
Populations with zero digital skills across the UK
Figure 12. Proportion of people aged 15+ that Figure 13. Proportion of people aged 15+ that can do none of N = 367
The North West and the East of England have the largest
can do none of the seven Foundation tasks. the seven Foundation tasks. Split by region and nation, 2019
proportions of those with zero digital skills. Wales has the
Split by age, 2019
lowest proportion of people that can do none of the seven The North East has
N = 367
Foundation tasks e.g. connecting a device to Wi-Fi. However Key 65+ 35-44 consistently had the highest
as illustrated on page 37, they have a higher proportion of 55-64 25-34 proportion of its population
people lacking the Essential Digital Skills for life and work. who are Digitally Disengaged
45-54 15-24
– potentially due to a larger
One-third (35%) of people with a disability are
proportion of young people
unable to make devices easier to use not in education, employment
Scotland
The Foundation task people struggle the most with is 16% 74% or training, all factors which
accessibility – being able to change device settings to make it 8% correlate to digital capability*
easier to use, 14% cannot do this. For people with a disability, 7%
ă
this rises to 35%. Overall, 56% of people with a disability can 2%
do all seven Foundation skills, this compares to 81% of the 1%
North East
overall population.
1% younger older
5%
0 Foundation skills
by age
North West
13% Yorkshire & Humberside
N = 2,145 (Male)
Figure 14. Proportion of each gender/ethnicity that can do none of the seven Foundation tasks,
East Midlands
9%
2019 N = 2,042 (Female)
7%
Female 9% ³ ³ ³ ³ ³ ³ ³ ³ ³ West Midlands East England
11% 13%
Male 7% ³ ³ ³ ³ ³ ³ ³ Wales
6% London
Black, Asian or Minority Ethnic 8% ³ ³ ³ ³ ³ ³ ³ ³ 9%
White 5% ³ ³ ³ ³ ³ South West
South East
6% 11%
*Parliament, 2018, researchbriefings.files.parliament.uk/documents/SN06705/SN06705.pdf
Northern Ireland not included due to limited survey sample
20Lloyds Bank Consumer Digital Index 2019
The Digitally Disadvantaged u
The ‘Offline’ profile
OFFLINE
³ White 9%
4.1 million UK adults 80% BAME 6%
(8%) have not used the
Internet within the past
No significant difference White people are 50% more
three months 80% are aged 50+ between genders likely to be offline compared to
(see Appendix 9) (see Appendix 10) Black, Asian or minority ethnic
(BAME) people (see Appendix 11)
36%
71%
Lloyds Bank findings show that 92% of
UK adults are now online, three percentage
points higher than in 2016, (figure 15).
71% have no more than a
Figure 15. Proportion of people who 16% 15%
have used the Internet in the past three secondary school education
months, 2016 to 2019
N = 2,715 (2019) 9%
(see Appendix 13)
§
32%
uu
92%
91% 91%
Three-quarters (76%) are:
retired pensioners (36%),
unskilled manual workers (16%), Nearly one in two (47%) are One-third (32%)
89% unemployed/long-term sick (15%), from low-income households have a disability
and skilled manual workers (9%) (medium 16%, high 9%, (see Appendix 15)
(see Appendix 12) prefer not to say 28%)
2016 2017 2018 2019
(see Appendix 14)
21Lloyds Bank Consumer Digital Index 2019
The Digitally Disadvantaged u
Barriers to moving online
Figure 16. Reasons why people have not used the Internet in the past three months, 2019 N = 225
Key % Percentage difference 2019 vs. 2017 N/A New option in 2019
+47%
75% N/A +123% N/A
60% +163% +81%
58% 55%
50% +138%
47%
38% +87% +136%
+122% N/A +143%
28% 26% N/A N/A
20% 17% 17% 16%
12%
No interest I'm worried Privacy/ I'm worried Spend Too Benefits are No time Too expensive Poor I want to Poor I don't have I have a
about my security about the way money on complicated unclear connectivity/ but I don't connectivity/ access to disability that
identity concerns organisations other things slow know where no mobile broadband in prevents me
being taken use my data broadband I would coverage my area from using
speeds get help the Internet
Those aged 60+ are going online to Of the offline population (figure 16): Recent research published by Ofcom shows that As the UK Government progresses with its
take advantage of online shopping • Three-quarters (75%) lack the motivation to after explaining to people how advertisers use
their data to personalise content, the proportion of
commitment to raise the minimum standard of
connectivity across the UK by 2025**, and when
This year, there has been a 11% increase in over investigate what benefits the Internet can offer
people who think this is acceptable drops by nearly this is fulfilled, it is expected that this barrier
60s who have moved online (see Appendix 16). • More than half say that online safety concerns half to 36%*. Assuming that the Offline have even will reduce. Compared to 2017, all barriers have
Particular growth has come from the 64-65s – prevent them from using the Internet less exposure to information around online data increased substantially which shows current efforts
those nearing retirement age. The behavioural
55% of people are worried about the way regulation, they are less likely to feel comfortable. to break them down are not enough and more
data suggests that a motive behind this increase is
organisations use their data. The General needs to continue to be done.
an appetite for online shopping (see Appendix 17). 810,000 people don't go online
Data Protection Regulation (GDPR) came into
Two significant barriers prevent more effect in 2018. While this regulation brought because they can't access an adequate
people going online; motivation and significant change in the way that organisations internet connection
handle customer data, the data shows that *Ofcom, 2019, ofcom.org.uk/__data/assets/
One-fifth of the Offline – an estimated 810,000
security concerns pdf_file/0023/141683/ico-adtech-research.pdf
a large proportion of those online still do not adults – say they have not used the Internet due **DCMS, 2018, gov.uk/government/news/
fully understand how their data is used. to a lack of adequate connectivity. forging-a-full-fibre-broadband-and-5g-future-for-all--2
22Lloyds Bank Consumer Digital Index 2019
The Digitally Disadvantaged: Barriers to moving online u
Figure 17. Of those who are offline due to ‘no interest’ in being online, N = 168 Figure 18. Top five things that would encourage people to go online, 2019 N = 225
these are the top five other barriers they also stated, 2019 (excluding ‘nothing’)
I'm worried about having my identity taken 61% 50%
75% If websites or apps were easier 39%
to understand £
I'm worried about my privacy and security 61% Increased online
Ë 39%
security awareness
I'm worried about the way organisations use my data 60% Cheaper cost of Internet e 32%
I'd rather spend my money on other things 55% Cheaper cost of device e 31%
Getting support from someone
No interest I think the Internet is too complicated to use 51% to help (e.g. friends and family) · 30%
Cybersecurity concerns underpin This suggests that while a lack of interest may 2.2 million people say that there are • Increased provision of online security awareness
motivational barriers to being online be the perceived barrier, underpinning this is things that need to happen before they to encourage 39% to get online
a strong set of concerns revolving primarily
The data has illustrated that the main barrier
around cybersecurity.
will go online • Cheaper cost of connectivity and devices
preventing people from going online is motivation Figure 18 shows the top five means for getting to encourage nearly one-third to get online
(figure16: ‘no interest’). Of the 75% of the Offline After cybersecurity related barriers, 55% say there people online. While nearly half (47%) of the
who gave this answer, 89% stated more than just are other things they would rather spend money 810,000 say assistive technology could
4.1 million Offline adults said that ‘nothing’ would
‘no interest’. Figure 17 shows the top five other on and 51% say they are also offline because get them to go online (see Appendix 18), this
get them online
barriers given by this group. The top three are they lack the knowledge and capability to use still leaves 2.2 million (53%) for whom there are One-fifth of the Offline say that being able to use
cybersecurity related; identity theft, privacy, and the Internet, were they online. tangible actions that can be taken to encourage assistive technology such as Amazon Alexa or
concern over the way their data may be used. them to get online. Google Assistant may encourage them to use
the Internet. This shows that the Offline are
The top three actions that must be taken to not alienated by these technologies and there
encourage 2.2 million people to go online are: is a place for them to enable the transition from
• Increased simplification of online services offline to online.
to encourage 39% of people to get online
23Lloyds Bank Consumer Digital Index 2019
The Digitally Disadvantaged u
Demographic spotlight: disability and ethnicity
group being offline compared to 7% for the rest shows that the use of assistive technology can Younger people have high digital capability
Figure 19. If it is appropriate to your condition, of the population (see Appendix 19). help those with a disability secure employment regardless of their ethnic background. Figure 20
do you use assistive technology to help you go and pursue careers. However this would also shows that 88% of white people and 87% of Black,
online? 2019 People who are offline and have a need to be paired with social change and Asian and minority ethnic people under the age
disability are significantly less likely to organisational change to reduce stigma and allow of 40 are Digital First. When looking at the older
Key Yes Not appropriate for my condition
understand the benefits of the Internet for flexible working arrangements to integrate ethnic minority group, they are 10% less likely to
Prefer not to say No assistive technology. be Digital First and more likely to be Competent or
Those who are offline and with a disability are 56%
Disengaged than the older white people. This data
more likely to be encouraged to go online if they Older people from a Black, Asian or
11% suggests that this group of older ethnic minority
understood the benefits of going online (39% vs.
minority ethnic background are more people may be left behind and would benefit from
21% 25% rest of UK) (see Appendix 20). Research by
Scope evidences the benefits associated to digital;
likely to be Digitally Disengaged targeted support.
78% of disabled people said that access to digital
technology has been helpful and 92% also said it
helps them live independently***.
é
Figure 20. Proportion of people with different levels of digital capability. Split by ethnicity and age, 2019
2%
One-fifth of people with a disability say
N = 2,664
assistive technology is not appropriate Key Digital First Digitally Competent Digitally Disengaged
for their condition 88% 12%
Figure 19 shows that 66% do not use assistive WhiteLloyds Bank Consumer Digital Index 2019
The Digitally Disadvantaged u
Benefit claimants and digital capability
16% of UK benefits claimants
Figure 21. Behavioural segmentation applied to benefit claimants and those Figure 22. Proportion of benefit claimants who are Digitally Disengaged. N = 239,006
are Digitally Disengaged
on Universal Credit, 2019 Split by region, 2019
Regionally, there are differences in the
Key Digital First
proportion of benefits claimants* with
low or no digital capability (figure 22). Digitally Competent
30% 54%
These trends reflect the overall Digitally Disengaged
regional trends for digital capability
(see Appendix 22), illustrating that
Scotland and the North East have
the lowest levels of capability; where
around one-fifth of benefits claimants
are virtually offline.
16%
·
Benefit claimants N = 240,407
Scotland
18%
Digital First
Over 1.6 million people in the UK are 68%
North East
now on Universal Credit**. Findings
from Lloyds Bank data (figure 21) 25% 18%
show that a greater proportion of North West
u
these customers exhibit highly
digital behaviours and fall into the 16%
7% Yorkshire & Humberside
Digital First group compared with the
national average. Further analysis Universal Credit N = 19,434 16%
indicates that this is likely due to there
being a greater proportion of young
West Midlands East Midlands
people currently in receipt of Universal 62%
Credit, as the roll-out to the entirety 25% 16% 16%
of the UK has yet to be completed. Wales East England
17% 14%
12%
8
UK average N = 1,001,840
South West
16%
London
14%
South East
14%
*For the full list of benefits included in the analysis, see the glossary in the appendix Northern Ireland not included due to limited survey sample
**Department for Work and Pensions, 2019, assets.publishing.service.gov.uk/government/uploads/system/uploads/
attachment_data/file/779542/universal-credit-statistics-to-10-january-2019.pdf
25u
Chapter Three
Essential Digital
Skills for life
Lloyds Bank is proud to publish the first assessment of UK
Essential Digital Skills based on the new framework. This section
indicates the extent to which the UK population has the skills needed Rhys Davies
20, Stoke-on-Trent
to prosper in everyday life.
I
n the past Rhys has struggled with his financial and
mental wellbeing compounded by the pressures of study.
However, in recent times Rhys’ improved digital skills have
helped him to better manage his wellbeing.
“A couple of years ago I had no knowledge of online banking.
RT HON ANNE MILTON MP SAYS… Now, on my app, I can regularly check my balance to see what’s
“Next year adults with no or DID YOU KNOW… coming in and going out. I’m ten times better off with my finances
now. I’m not panicking or worrying about my financial situation.
low digital skills will benefit
from new Essential Digital Skills
11.9 million Another thing I do is listen to music constantly, as I’m working
I’ll actually put the radio on my phone just as something in the
qualifications free of charge.” people do not have the background to keep my head going. I’ll use an app or streaming
services that create playlists for me to listen to. Technology helps
Essential Digital Skills they me a lot when concentrating on work, it reduces stress and anxiety.”
Minister for Apprenticeships and Skills,
Department for Education need for life in the UK
26Lloyds Bank Consumer Digital Index 2019
Essential Digital Skills for life u
Overview
22% of the UK are without In terms of demographics, the Essential
N = **
Essential Digital Skills for life Digital Skills survey data mirrors the Figure 23. Proportion of different demographics that have Essential Digital Skills for life, 2019
findings of the behavioural segmentation;
The 2018 Index measured the previous Key Lowest % of people with Essential Digital Skills Highest % of people with Essential Digital Skills
age is a key determiner of an individuals'
Basic Digital Skills framework and
level of digital skills.
reported that 11.3 million (21%) people
35% 91%
were missing these skills*. This year, Young people are most likely
with the new challenges and increased Education 0 100
to be skilled due to access
demands of the new Essential Digital Skills
and education no formal qualifications university formal degree
framework, there are now more people
who fall below the UK's standard level of 94% of 15-24s have Essential Digital Skills 45% 94%
digital skills: 11.9 million people. for life, the highest of any age group ÷ Age 0 100
(figure 23). Looking at the demographics
This new measure illustrates people's within this group, this is unlikely to be 65 years+ 18-24 years
abilities to undertake 29 essential tasks, driven by education or income as the data
categorized into five skills (see figures 24 53% 82%
shows this group is less educated and
and 25). have lower incomes as they may be yet to § Disability 0 100
These five skills have a relatively equal make these decisions about their future yes no
weighting of attainment, with 80% of the (see Appendix 23).
57% 89%
UK being able to transact, communicate, The Essential Digital Skills data does show, e Household income 0 100
handle and manage information, and however, that a factor may be due to
stay safe online. 79% are able to use the having grown up in a digital world as they = £25,000
Internet to problem solve. are the most likely to be in possession of
49% 87%
smartphones (94%) and have access to
ĉ Marital status 0 100
the Internet (100%); providing them the
means to go online wherever they are and widowed/divorced/separated single
the opportunity to interact with it in new
75% 80%
and different ways (see Appendix 24).
³ Gender 0 100
female male
64% 90%
Working status 0 100
not working full time
*Lloyds Bank, Consumer Digital Index, 2018, lloydsbank.com/assets/media/pdfs/banking_with_us/
whats-happening/LB-Consumer-Digital-Index-2018-Report.pdf
**Please see the appendix for sample sizes
27Lloyds Bank Consumer Digital Index 2019
Essential Digital Skills for Life u
Demographic results
Data on this page shows all
results, some of which is not Figure i. Proportion within education attained with Figure ii. Proportion within age group with Essential Figure iii. Proportion within gender with Essential
included in figure 23. Essential Digital Skills for life, 2019 Digital Skills for life, 2019 Digital Skills for life, 2019
94% 93%
91%
89%
86% 85%
80%
75% 75%
72%
45%
36%
No formal GCSE / A-level or Degree / 15-24 25-34 35-44 45-54 55-64 65+ Female Male
qualification O-level / equivalent Master /
CSE / PHD N = 644 N = 643 N = 578 N = 538 N = 665 N = 1132 N = 2042 N = 2145
NVQ12
N = 523 N = 1113 N = 830 N = 1334
27aLloyds Bank Consumer Digital Index 2019
Essential Digital Skills for Life u
Data on this page shows all
results, some of which is not Figure iv. Proportion within with/without impairment Figure v. Proportion within household income with Figure vi. Proportion within marital status with
included in figure 23. with Essential Digital Skills for life, 2019 Essential Digital Skills for life, 2019 Essential Digital Skills for life, 2019
89%
87%
82% 81%
72%
57%
53%
49%
Yes No Up to £11,500 - £25,000 Widowed/ Married/ Single
£11,499 £24,999 plus Divorced/ Living as
N = 538 N = 3583 Separated
N = 462 N = 663 N = 1636
N = 635 N = 2348 N = 1196
27bLloyds Bank Consumer Digital Index 2019
Essential Digital Skills for life u
Skill and task level results
Figure 24 shows the 29 tasks within the Essential Digital Skills
for life framework. The 29 tasks outlined on the following two Figure 24. Proportion of people who can do the Essential Digital Skills and tasks for life, 2019 N = 4,190
pages are indicative of the skills that everyone in the UK needs
in order to survive and thrive online. As per the Basic Digital Problem Solving Being Safe and Legal Online
Skills measure, individuals need only be able to undertake one
skill in each category in order to indicate ability. É 79% Ë 80%
On average, around seven out of ten people can undertake
I can use the Internet to find information that helps I am careful with what I share online as I know that online activity
most tasks. 45% of people in the UK can do all 29 tasks, me solve problems e.g. use search engines produces a permanent record that can be accessed by others
indicating a strong and rounded Essential Digital skillset 78% 78%
which is enabling them to thrive in everyday life
I can use online tutorials, web chat, FAQs and forums to I can respond to requests for authentication (e.g. reactivate
(see Appendix 25). solve problems an account when I've forgotten my password)
71% 77%
“In this digital age, technology and I can use online tutorials, web chat, FAQs and forums to I make sure not to share or use other people's data
improve my digital skills or intellectual property without their consent
innovation continue to move at pace 69% 76%
meaning that all of us need to improve I can keep the information I use to access my online accounts secure,
our digital skills. The Essential Digital The findings indicate an ability to use search
by using different and secure passwords for websites and accounts
Skills framework underpins this agenda È engines to answer key questions, but using
I can recognise and avoid suspicious links in emails, websites, social media
76%
by providing measurement through more interactive methods of sourcing messages and pop ups, and know that clicking on these links is a risk
data. We must work together to bridge information and improving digital skills 76%
the skills gap and ensure that we are all presents challenges I can assess the risks and threats involved in carrying out
activities online and act accordingly (e.g. use security software)
equipped for the future. This is at the 74%
heart of my Shaping Tomorrow's City I can set privacy settings on my social media and
Today programme and will ensure that other accounts
74%
the UK remains globally competitive and
I can identify secure websites by looking for the padlock
acts as market leader in technology.” and ‘https’ in the address bar
This is the first time that online safety and 74%
Peter Estlin
Lord Mayor of London
Ê security has been measured in this way I can update my computer security systems when
necessary to prevent viruses and other risks
72%
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