“Getting online opens huge opportunities for people, making it easier for them to stay in touch, stay informed, shop, use government services and get the most out of their digital lives. As the largest and most advanced digital communications company in Britain, it’s our duty and responsibility to use our own skills and capabilities, so that we can share the power of connectivity with everyone in the UK.”
Olaf Swantee, Chief Executive Officer
Everyone in the UK should have the Basic Online Skills to enjoy the full benefits of the web
Our vision is to give the UK the best network and best service so that our customers trust us with their digital lives. To deliver this, we make Basic Online Skills training a core part of the induction and on-going training for our 11,000 frontline employees. In addition, we’ll run an awareness campaign to increase uptake of additional digital skills training, and will launch a new e-safety training programme that enables our employees to keep themselves and their families safe online and help our customers do the same. We’ve recently launched a new development academy across our Customer Service, and shortly our Retail, teams, to enable us to train our people on specific mobile platforms and deliver a personalised service approach. This will include specialised support to help our customers get to grips with Basic Online Skills on their mobile.
Communities who don’t have the skills to fully enjoy the benefits of the internet should not be left behind
We’re committed to helping everyone get online and make the most out of it once they’ve arrived. Research shows that the biggest barrier to getting online is a lack of understanding as to how it can benefit ‘me’. We will work in partnership with UK Online Centres to deliver a network of Digital Champions across the UK to help overcome this barrier. Trained employees will share the benefits of the internet with those who are unsure about giving it a go. They’ll act in EE stores, offices and out in the community. To support this we’ve also launched our Digital Living website that shares the benefits of digital living and helps people live a safe and fun digital life. It will ask everyone who visits to think about the people they know who aren’t connected and provide them with tools and inspiration to encourage them to get online.
Everyone deserves world-class digital services that meet their needs and are useable by all
All of our sales, contact and support services will be online and useable by anyone with Basic Online Skills by 2015. This includes our online shop and customers’ personal account service, which can be accessed online and through an app. We’re committed to making it more convenient for our customers to communicate with us through digital channels including live online chat, Twitter, Facebook and social communities, and we’re putting dedicated teams in place to digitally communicate with our customers.