Skip to content Skip to nav
Accessibility statement
Digital East Riding

1.Digital Customer

It should be easy for people to communicate with us. We want the online experience to be the best, quickest way to contact us.

On this page:

    Background

    It should be easy for people to communicate with us.

    We want to make sure our online services are easy to use and designed with input from you, our residents, so that the services we offer are the services you need.

    We will increase the number of customers who make contact or request services online and reduce the number of those who contact us in more traditional and expensive ways, such as by telephone or in person.

    We will engage with our residents and help build confidence in areas from basic computer literacy through to the professional skills which are needed to access the jobs of the future.

    These services will deliver improved value for money for the council and encourage and enable greater independence for our residents.

    Customer Strategy

    The ways that customers can contact the council has continued to evolve over recent years, reflecting innovations in technology, and changing customer expectations. Today 87 per cent of adults in the UK have a smart phone and widespread online access has changed customer expectations, enabling customers to access services 24-hours-a-day, seven-days-a-week.

    Our customers expect to interact with the council wherever they like, whenever they like, and using the channel and device of their choice. Through the delivery of the Customer Strategy the council aims to help customers to do this by putting them first, improve their experiences and ensuring that their needs guide how services are developed and delivered.

    The Customer Strategy was originally created in 2022 in consultation with customers and staff to reflect new and innovative ways of delivering services. Since then, the council has reviewed the work being done to deliver the strategy to ensure that however and whenever customers need to contact the council, it is easy to do.

    Digital Inclusion

    Whilst most people now use digital technology, there are still many who can't access its benefits. This has made the gap between those who are digitally included and those who are not even more apparent. People who aren't online risk becoming even more excluded. Therefore, it's crucial for the council and its partners to address this digital divide to reduce inequalities, including in health.

    The Council has demonstrated a commitment to digital inclusion through initiatives like extending free public Wi-Fi to more towns, benefiting over 60,000 users since its launch. Through this strategy we aim to deliver services and infrastructure that enable citizens to thrive and lead healthy lives.

    Furthermore, the government’s Digital Inclusion Action Plan released in February 2025 reflects a strong commitment to creating a more inclusive digital society through immediate actions, long-term goals, and collaboration with various stakeholders.

    East Riding Digital Inclusion Network

    The East Riding Digital Inclusion Network (ERDIN) is a collaborative initiative that includes VCSE (Voluntary, Community, and Social Enterprise) groups and statutory organisations working together to overcome digital inclusion barriers in the East Riding of Yorkshire. The network was formed in 2022 when the East Riding Yorkshire Council invited these groups and partners to work as a network to tackle digital exclusion. The network holds virtual meetings each month to discuss progress, share insights, and plan future initiatives.

    ERDIN is helping digital inclusion across the East Riding in several ways:

    • Collaboration and partnership: by bringing together various organisations, including health, education, and Job Centre Plus, ERDIN fosters collaboration and partnerships to address digital exclusion effectively. Digital Inclusion Triage Tool: the network has developed a triage tool East Riding Progress Online to enable users to be signposted to support in their local area or online, depending on their requirements. This is crucial as it provides a baseline assessment of digital skills, making it easier to identify services needed to improve skills and any gaps. Link to East Riding Progress Online section.
    • Engaging residents: the network is working to engage residents in early interventions across a large, rural geographic area. This is particularly important in East Riding, where there is significant inequality in access to information, services, and opportunities.
    • Representation at regional level: ERDIN also has representation at the Humber and North Yorkshire Health & Care Partnership’s Digital Inclusion Network, ensuring that their efforts are aligned with regional strategies.

    East Riding Progress Online

    East Riding Progress Online is a new signposting tool to help people get online and learn digital skills. It’s easy to use and by answering eight simple questions, the tool will tell you what help you need and where to find it. 

    How it works 

    Go to www.eryc.link/progress and the tool will:  ask you a few simple questions to understand what you need help with.  give you personalised recommendations for resources and training in the East Riding and online.  it's completely free to use, so everyone can benefit from it. 

    Who can use it 

    East Riding residents: anyone can use the tool for themselves or someone else. Friends or family can also help. You can also go to any East Riding Library, and the staff will help you answer the questions.  Front-line service staff: staff in libraries, GP surgeries, health centres, and community hubs are using the tool to help people get online and stay safe.  Community organisations: volunteers and community groups are using it to help residents find the online support they need. 

    Available help and support 

    The tool offers lots of help, including: 

    • drop-in sessions at community locations and libraries 
    • 'How to' courses, like using the camera on your smartphone 
    • online learning and face-to-face training from East Riding Adult Learning 
    • free data SIMs for people who can't afford to go online 
    • information on where to find free computers and Wi-Fi 
    • advice on staying safe online. 

    "We are excited to launch East Riding Progress Online, a tool that will help everyone in our community get online and learn new skills," said Stephen Curtis, Digital Lead, East Riding of Yorkshire Council.

    "East Riding Progress Online is here to make sure everyone can use the internet safely and easily.” 

    For more information, visit East Riding Progress Online.

    Visit East Riding Progress Online

    Apply for free SIM card and mobile data

    The National Databank from the Good Things Foundation provides free mobile SIM cards to help digitally excluded people get connected. You can get free Vodafone, O2 and 3 Network SIM cards for calling family and friends or going online.

    The allowance per SIM is:

    • Vodaphone: 40GB of data and unlimited calls and texts per month.
    • O2: 25GB of data and unlimited calls and texts per month.
    • 3: A pre-loaded SIM with a one-off 24GB of data in total (no calls, no texts).

    To be eligible you must be:

    • 18+ years old and from a low-income household
    • and/or have no access or insufficient access to the internet at home
    • and/or have no or insufficient access to the internet when away from home
    • and/or cannot afford your existing monthly contract or top-up.

    If you meet the above eligibility criteria you can apply for a free SIM card which can be collected from any East Riding library. Your phone must be unlocked so that it can be used with any network/SIM card.

    Apply for a free SIM card and mobile data

    Social Tariffs

    If you are in receipt of Universal Credit or similar benefits you may be able to cut your broadband costs by asking to be placed onto a social tariff.

    What is a social tariff?

    A social tariff offers a discounted home broadband bill for people in receipt of certain means-tested benefits which can help reduce your monthly outgoings.

    Social tariffs are broadband and mobile packages just like any other - reliable, consistent and with guaranteed speeds. Switching from a provider's regular tariff to their social tariff will not incur any exit fees.

    With some providers now offering deals as low as £10 per month, a simple switch to a social tariff could lead to a saving of around £202 against the average yearly cost of broadband. Please see the most recent guidance from Ofcom and a list of social tariff providers available.

    Link to Ofcom advice about social tariffs: Social tariffs: Cheaper broadband and phone packages - Ofcom

    Link to list of providers offering social tariffs: Discounted 'social tariffs' for those on certain benefits

    Social tariffs: Cheaper broadband and phone packages
    MoneySavingExpert - Broadband social tariffs

    The Digital Device Gifting Scheme

    Digital exclusion is a significant issue in the East Riding of Yorkshire, especially for low-income families. Not having digital devices makes it hard for people to manage their money, access important services, and participate in the digital world.

    The Digital Device Gifting Scheme aims to fix this problem by giving technology and training to those who need it. The Digital Device Gifting Scheme is a scheme to help care leavers and families and people with a low income in the East Riding of Yorkshire who:

    • have a household income below £25,000
    • don't have digital devices at home.

    (Priority will be given to families with school-aged children, elderly members, people with disabilities, and care leavers over 18.)

    People who need help, will be directed to a course to improve their digital skills. After completing the course, they will get a device that matches their learning and needs. This can be a tablet, smartphone, or laptop to help people manage their money and use online services. For example, a job seeker who wants to improve their digital skills for work will join a basic digital skills course. After finishing the course, they will get a laptop and be directed to further learning to employability skills.

    The Adult Learning Programme will provide ongoing support and resources to help people continue developing their digital skills. This includes workshops, one-on-one tutoring, and access to online learning platforms. This approach will help reduce digital exclusion and empower residents to thrive in the digital age. East Riding Adult Learning and Employability

    Visit East Riding Adult Learning and Employability website
    Subscribe to East Riding of Yorkshire Council

    Stay updated on the latest East Riding news

    We use GovDelivery to send you emails, which is secure and you can choose to stop receiving emails at any time.

    Find out more in our Privacy notice.

    Subscribe to East Riding News

    A digital-first approach

    Digital technology has changed the way people interact both socially and when requesting goods and services. We will design our services to be accessed online and will promote and support self-service wherever possible.

    We need to ensure that our digital services are easy to use, secure and available at times that are convenient for customers. However, we realise that not everyone will want to contact us in this way, and we will continue to provide services through other means and will work within our communities to provide support to those who are digitally excluded.

    Digital technology can help us to reduce costs, and we will encourage people who can access our services online to do so, which means we can focus resources on those more complex services and those customers less comfortable with digital technology.

    Key outcomes

    Our ‘Customer Strategy’ outlines how the council will deliver an exceptional customer experience across all contact channels:

    • Responsive services Being able to understand our customers’ needs means that we can design the personalised and responsive services that they need. Doing this will help us to put customers at the heart of local problem-solving and decision-making.

    • Services you can trust It is important that customers can trust us to design services which address their needs and the needs of the local area and that these are delivered in a way which provides value for their money. We will do what we say we will and be consistent in our dealings with customers.

    • Meeting and exceeding expectations We will be open and honest with customers and tell them up front how long it will take for their request to be dealt with and then keep them informed on the progress of that request.

    • Resolving problems We will take ownership for our mistakes so if something goes wrong, we will apologise and take responsibility to quickly put it right. We will learn from the feedback we receive and use that feedback to help improve the services we deliver.

    • Time and effort Wherever and however customers contact the council, we will make it easy for them to do so, including customers who need more than one service from us and wherever possible, will deal with enquiries at the first point of contact. We will also ensure that the same information or services can be accessed regardless of how or from where those services are requested.

    • Showing empathy** We will ensure we understand our customers circumstances and will listen to them and show we care by treating them as our priority.

    Consultation

    The Proposal forms the basis of our consultation and is available to view online, or on request as a hard copy from your local library.

    The Proposal remains in draft until the completion of the public consultation, when it may be updated in response to public feedback. Should the decision be made to proceed with devolution arrangement, the final Proposal will be submitted to the Secretary of State.

    Read the Draft Proposal

    What this means

    In the Access East Riding programme we are talking to customers to help us understand their needs when accessing and using our services, whether this is online, by telephone or face-to-face, ensuring that however and whenever customers contact us to report or request services, this is easy to do.

    By talking to customers, we are taking an evidence-driven approach to designing our online services, which we call 'human-centred design'. Doing this will help ensure we are meeting their needs and will involve reviewing the whole experience of using the service, from when the customer first decides to use a service, through to the service being delivered. This will make sure customers have a positive experience when they contact us.

    To ensure that work is focused on what customers need from the council, Access East Riding will seek to understand their experiences, expectations and preferences about council services and how these are accessed. Being able to do this will help the project team to better understand our customer’s needs and requirements.

    As we start to involve our customers more, we will understand what works for them and what doesn’t, and we will make changes based on what people tell us. We encourage anyone who is approached to get involved by spending the time to help us.

    What we will do

    We need to improve the data we hold regarding the links between digital inclusion and health care to enable digital inclusion to become an integral part of our health, care and wellbeing strategies.

    Identifying those who are digitally excluded is crucial and will be the first step. We need to understand the reasons why people are not online and to consider what initiatives or incentives could be put in place to encourage people to go online. This could be a mix of training, funding, support with equipment or even as simple as just promoting the benefits of being online and what can be done in that arena, for example getting access to cheaper utilities, online shopping, etc.

    Work is already being done in several areas to tackle the digital divide – these efforts will be identified and wherever possible brought together to reduce the risk of duplication and to ensure that no one is missed.

    Key outcomes

    Tackling the digital divide will be crucial to reduce inequalities, including health. Other key outcomes for vulnerable residents include:

    • Using data to make intelligence-led decisions, allowing resources to be more joined up and personalised to each citizen.
    • Using community resources to help build a sustainable community offer. -Increasing the independence of residents, helping them to live in their own homes for longer and reducing the cost of social care.
    • Delaying resident’s cognitive decline and helping them to stay healthy in a number of ways. This includes being able to access information about health conditions, medications, ways to improve health and e-health, such as the ability to attend a virtual doctor’s appointment and renew prescriptions online. -Reducing social isolation and loneliness by helping people remain mentally stimulated through access to video chat sessions with friends or relatives, participating in online communities, social networks, etc.
    • Individuals having the confidence to go online and recognise and value the benefits of digital services.
    • Being able to learn new things by providing access to the thousands of educational resources available online.

    What this is

    Community groups in the East Riding were invited to bid for funding of up to £5,000 to become a pilot area to develop a resource within their community where people can come in to learn how to access and use computers, for example.

    Bids closed in April 2021 and the successful pilots were chosen based on population, current access to online services, the scale of the challenge and what opportunities existed to improve access and facilities.

    Assistance is being given to these community groups, including:

    • the provision of training for volunteers from the council’s employment and skills team
    • advice on the type of equipment and wi-fi connectivity they need
    • Information about the type of facilities needed to make these welcoming and accessible spaces.

    Case study

    East Riding Digital Divide Digital Pilot - Driffield (pdf 160kb) Hope Hub (Christ Church) - Bridlington (pdf 174kb)

    Key outcomes

    Key outcomes include the following:

    • Residents can now learn the skills to improve their confidence when going online so that they can support themselves and others with their digital experience
    • Community facilities are being developed to provide a welcoming and supportive learning environment
    • Community groups can now help to deliver essential digital skills training in community settings
    • Clear signposting is in place so that residents know where and how training can be accessed
    • A catalogue of training resources has been developed and is easily accessible
    • Where wi-fi connectivity is not already in place in community settings, a process has been developed to provide a recommended approach and a guide to installation costs
    • These pilot schemes are now helping to reconnect the most vulnerable within their communities and reducing digital inequalities

    For beginners

    Starting with ‘Computers for complete beginners’, this course provides a simple introduction to using a computer in a relaxed, supportive atmosphere.

    The course covers the essential basic skills required to use a computer, including:

    • how to turn a computer on and off correctly
    • how to use the keyboard and mouse
    • how to use some useful programmes
    • getting started with using the internet.

    Discover the Computers for complete beginners course

    For advanced learners

    If learners are looking for more advanced learning or a recognised ICT qualification that shows their ability to use a computer confidently and efficiently, a range of Essential Digital Skills courses are available.

    These ICT for Life and Work courses open up a variety of opportunities through the broad range of skills they provide and are widely recognised by employers as proof of ability and competence with working with ICT, specifically in Microsoft Office.

    Learners can choose from classroom-based learning which is provided in centres in Beverley, Bridlington, Cottingham or Goole. Alternatively, they can choose to learn from anywhere using online resources.

    What this means

    Our new operating model will help us to achieve the following programme outcomes:

    • Help people to live active and independent lives
    • Make sure the right support is delivered at the right time
    • Help to reduce the growing financial pressures across adult social care
    • Enable us to manage future demand.
    Loading asset information...

    Alerts