CASE STUDY: How Bury Council is doing digital differently to fix the digital divide

Bury Council have been a driving force for digital inclusion in Greater Manchester, working alongside local community partners, volunteers, and organisations to fix the digital divide. The council has created a comprehensive support network aimed at enhancing digital skills, providing connectivity, and promoting social inclusion across the borough.

Many residents of Bury, particularly from priority groups such as older adults, migrants and minority groups, the unemployed and under-employed, face barriers to accessing digital services. Limited digital literacy and financial constraints are key factors in individuals' exclusion from accessing essential online services.

The main objective for Bury’s digital inclusion team was to create accessible spaces where residents could improve their digital skills, gain confidence in using technology, and connect with essential services. The aim was also to provide affordable connectivity solutions, especially for those who struggled with broadband or mobile data costs.

Testing and implementing

To launch its initiative, Bury Council partnered with community hubs and organisations, such as Jangala Get Box (external website), and trained volunteers under the Digital Buddy program. Resources such as Wi-Fi solutions, devices, training materials, and community spaces were essential in implementing this project.

Measures used to track progress

Progress has been tracked by monitoring participation in digital drop-in sessions, the number of devices and connectivity solutions provided to residents, and qualitative feedback from residents who accessed the services.

Key actions and milestones

• Launching "Tech and Café" Digital Drop-in Sessions in July 2024 at key community hubs, including Jinnah Day Care Centre, Ingeus Bury Neighbourhub, Eagles Wings, Top O'Th Fields and Bridge Community Church.
• Providing over 50 residents with digital skills and connectivity solutions through the Get Box, boosting their ability to access essential online services.
• Engaging more than 150 residents through the drop-in sessions since the initiative began.
• Offering personalised support through the Digital Buddy program, which trained volunteers to assist residents with tasks such as navigating mobile apps, online forms, and accessing government services.

Results

• Over 150 residents benefitted from the digital drop-in sessions, improving their digital confidence and empowering them to stay connected with loved ones, access government services and enhance employability.
• The Get Box devices were instrumental in providing access to internet connectivity to residents unable to afford it, allowing refugees, asylum seekers, and other vulnerable groups to access essential resources.
• Volunteers from the Digital Buddy program have made a significant impact. One volunteer balances education and a job, which she gained as a direct result of volunteering, while helping at two hubs. Another volunteer, and recent software bootcamp graduate, designed a website for Jinnah Day Care Centre, boosting its digital presence. A third volunteer created easy-to-use guides and built a social media presence at Top O'Th Fields, helping residents navigate tablets and the internet independently.

One of the unexpected outcomes was the success of the Get Box initiative, which prompted Bury Council to expand its availability with 15 additional devices set for distribution to households in need. This project highlighted the growing demand for affordable internet solutions.

One challenge for the project was ensuring sufficient volunteer support for the growing number of participants. Volunteers had to balance their commitments while providing ongoing assistance to residents, including creating tailored support for diverse needs, from job seekers to elderly residents, which required adaptability and resourcefulness.

Key learnings

Critical factors influencing outcomes:

• The commitment of Digital Buddy volunteers was crucial. Their ability to provide one-on-one support, built trust and empowered residents to develop skills independently.
• Collaboration with community hubs and organisations like Jangala ensured that both digital skills and connectivity were provided, addressing two major barriers to inclusion.

What can other organisations learn from this?

• Establishing partnerships with community hubs to reach vulnerable groups.
• Training a network of volunteers to provide ongoing support, fostering long-term digital engagement.
• Combining skill development with practical connectivity solutions like the Get Box to comprehensively tackle digital exclusion.

John*, a resident at Jinnah Day Care Centre said "I was so pleased when the volunteer from the digital inclusion team came to Jinnah Day Care Centre to help me understand how to use a tablet and get familiar with its functions. I did not have the confidence to use the tablet, but through the informative sessions, I gained the confidence to improve my basic digital skills to the extent of being able to complete a form online, all thanks to my Digital Buddy!"

What does the future hold?

Bury Council is committed to delivering more "Tech and Café" Digital Drop-ins throughout the area and encouraging residents to sign up for some of the funded courses at Bury Adult Education, Bury College and partner program providers to expand resident’s skills further from beginner, intermedia and advanced level.

A Device Refurbishment Scheme is also being worked on to meet the gap of available devices in the most disadvantaged communities and help all residents be digitally included.

Learn more about Bury Council's digital inclusion support (external website).

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