The following summary is extracted from the full evaluation report done by Loughborough University Ergonomics and Safety Research Institute (ESRI) between June 2002 and June 2003.
Findings.
Service user attitudes to the project:
- 97% reported a favourable experience with the project
- 69% said that they had no prior intention to connect to the Internet and would not have connected without the COL project
- 94% rated the website as reliable
- 91% reported a high level of satisfaction with the website
- 76% said that CareOnLine had made a positive impact on their daily lives
- 58% perceived that CareOnLine had a positive impact on people close to them
Reasons why 'Leicestershire CareOnLine' was a success with users:
- Practical "Hands-on" approach of the whole project team, working directly with end users
- Access to a lot of useful information - makes users feel secure and independent
- An excellent hobby and interest - especially for users with mobility problems
- Allows social interaction - users have made new friends and met new people through CareOnLine and the Internet
- Keep up to date - many of the older volunteers felt that knowing about the Internet and information through CareOnLine has made them feel like they have something in common with the younger generation (i.e. grandchildren) and others in the community
- Enhances communication - can write both via email and using a word processor
- Increased motivation for users who live alone
- CareOnLine has proved to be a lifeline and a reason to carry out daily activities
- Provided confidence, ability and stimulation to access other services through the Internet
Other Findings:
- Internet TV access through 'off the shelf' technology is not yet sufficiently stable or reliable to be recommended
- Support and training needs for communal use at Managed Housing Schemes may be very different to those required by individuals in their own homes
- Some volunteers lack confidence for a variety of reasons and will need long term support
- Ownership of the database technology and data entry at an early stage of development by the project team ensured a consistent high quality and depth of content
Effective Strategic Decisions:
- The use of PRINCE2 Project Management methodology and a service-led full-time project team
- Adopting a prototyping Rapid Application Development (RAD) approach to development of the portal ensured the project remained on time, on cost and on quality
- Choosing a technical partner using a development partnership contract which allowed creative and innovative design and delivery processes
- Covering ALL costs of the service provision to users
- Decision to include Housing and Day Care schemes has provided a wider understanding of needs
- Training users in their own homes on a one-to-one basis has been proved possible and beneficial
- Delivery of a complete (holistic) service to end users comprising Access, Skills, Content and Support minimised risk of failure
Lessons for future projects - risks to review:
- Involving a political champion can improve chances of success
- Review partners individual motivation:
- What will they put in?
- What do they want out?
- Protracted contractual discussion can delay decisions
- Lack of service provider involvement can reduce effectiveness
- Monitor demand on training services - project can become a victim of its "own success"
The consequences of providing computers and Internet access to disabled and older people in their own homes include:
- Installation of equipment and provision of high quality support services to users results in an expectation of continued support after the initial trial
- Considerable time is often needed for users to learn the basic computer skills
- Older volunteers required significantly more training sessions than their younger counterparts
- Low levels of literacy and cognitive skills may be a significant barrier, e.g. Learning Disabilities and where English is the second language
- Supporting people with severe disability requires specialist knowledge. It is unrealistic to expect that one trainer can provide the range of support provided to deal with all types of disability
- Working posture and unsuitable furniture can affect users, especially those new to computing
- It is important to consider the role played by family members and friends in facilitating or discouraging usage.
Recommendations from Findings and Consequences:
- Evaluate and explore consequences
- Continue evaluation of usage over a longer period and larger sample of users
- Produce a checklist and advice on items to consider when installing computer access in:
users own homes
managed housing and day care centres
- Improve monitoring of site usage
- Investigate linking with other projects on similar topics:
In-county e.g. Infolinx / Leicester City
Outside-county e.g. Silver Surfers
- Plan data maintenance and ownership to reduce reliance on project team only
- Define a strategy that can be supported covering:
ongoing support
user training
equipment supply
- Continue testing secure messaging to achieve a "critical mass" of users and proof of concept
- There is a need for an acceptable use policy
- There is a need for an Advice/Support Centre(s) where future computer users can get advice about computers and software
- Specialist training services are the most appropriate solution to the needs of some areas of disability e.g. Visual Impairment
- Involve the broader community in supporting older and disabled people to assist the learning process and motivation e.g. family, friends, voluntary bodies
- A mechanism is needed to deal with requests such as training and support to ensure equal consideration is given to all
- Broader involvement of the voluntary sector could be undertaken to give greater knowledge to similar projects
- Develop more content of use to younger disabled people
- Establish baseline measurements and costings for future service delivery at an early stage
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