Key Information for Channel Policy

The OFCOM Communications Report 2011 gives an independent view of how the UK interacts with electronic services and media; how far we have progressed in terms of digital take up and how important a range of devices are now in our lives. In terms of public sector service delivery this is key insight into the UK's internet and broadband access, the progress of the digital switchover and shows illuminating statistics around our relationship with mobile and smartphones.

For anyone considering effective service delivery these statistics show that a 'one size fits all' approach to digital channels will simply not meet everyone's needs.

The headline figures show that 26% of all UK homes are still without broadband access, but when age is factored in the figures become more extreme: 45% of people aged 65-74 do not have internet access, increasing to 74% of people aged 75+. So delivering services for older people online will not deliver the savings many expect.

TV is still the most consumed media across the board, with viewing times higher than ever. Ownership of digital TV is as high as it has ever been - 93% - and digital switchover is complete in Wales, Scotland and many parts of England. Just over 40% of people categorised in the C2DE socio economic groups - who often have higher usage of public services - have access to cable and satellite TV, overall just under 14 million homes are cable or satellite TV subscribers and over a third of all adults has a games console.

The figures show regional variations in broadband access and internet use, as well as a difference of up to 10% in terms of rural/urban take up. Scotland continues to rank lowest in terms of broadband access in the UK - by some margin - at just 61%, particular hotspots centre on low income homes and older people. In fact across the UK only 56% of those with the lowest incomes - and the highest need - are online.

However smartphones and mobile access are changing habits, making these devices increasingly significant in the effort to widen access to electronic services. 50% of all teenagers (12-15 year olds) have a smartphone, over 12 million adults have a smartphone and across the board smartphone owners have a stronger relationship with their phone than standard mobile phone owners. 69% of smartphone owners surf the internet, but importantly one third of adult smartphone users say accessing the internet on their phone is more important than internet on any other device, and this figure is biased to towards younger people and the socio demo group C2.

Overall 91% of UK adults own a mobile/smartphone and for those groups with less PC access these devices could be a real way of delivering services; 86% of C2DEs own a mobile phone or smartphone compared to only 66% of the same group having home internet access. 47% of smartphone owners have downloaded an app, rising to 63% of teenagers, so apps in addition to the other channels can be seen as effective ways of delivering services.

Gone are the days when electronic services simply meant 'web'. Now with the range of devices, platforms and channels available this latest insight into who has access to which media can ensure service delivery is far more effective and relevant to the customer, with organisational savings as a significant result.