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Hi there, I'm Mark Walker from AbilityNet
and this is a podcast to accompany our
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2024 Impact Report.
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We're always keen to learn about new
technology and its possible value for
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older and disabled people, so this audio
has been built using AI with voice clones
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for me and my co-host.
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You can download and read our report in
full, but this is a conversation about
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how AbilityNet is closing the digital
divide for older and disabled people.
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It's a different way of communicating so
please let us know what you think.
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To help share our story I'm pleased to be
joined by Gwen Bakewell, a retired
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teacher who's been inspired by our
work.Hello Mark.
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You know, when I think about how life's
changed in the last twenty years, I think
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about how intimidating technology can be
for so many of us.
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Especially for older people or those
living with disabilities.Absolutely Gwen.
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AbilityNet's been aroundfor 25 years.
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We know the challenges people face.
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But we've also seen how empowering
technologycan be for older and disabled
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people.
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The right tech can transform someone's
life, but change is coming faster than
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ever, so our services are more and more
important.That's right.
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Things I take for granted like logging
into a bank account or downloading an
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app, is like scaling a mountain for some
of my family and friends.
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Checking information on the Council
website can seem daunting.
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Or paying for parking tickets with your
phone.
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They worry about their personal
information, or getting stuck halfway
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through the process with nowhere to turn.
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It's healthcare, shopping, holidays,
everything's going digital these days.And
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it can be so isolating, especially if you
can't pick up the phone and speak to
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someone, or if the local branch of your
bank is closed.
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So many people feel they've been left
behind.That's right.
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And it's more than inconvenience-it's
about maintaining independence and
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feeling safe.
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If you can't navigate these systems, how
do you pay bills?
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Or book a train ticket?
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It's no wonder it's so stressful for so
many people, and that lots of people
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don't go online.That's right, and it's
something we see firsthand at AbilityNet.
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Being digitally excluded can have a huge
impact on feelings of isolation.
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That's why is so good that 74% of people
felt less isolated after we have provided
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support.
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And for anyone who gets to grips with
technology, an amazing 80% say they feel
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more independent.And they're more
confident too I expect?Precisely.
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More than 8 in 10 of the people we helped
in 2024 say they now feel significantly
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more confident navigating the digital
world.
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When they feel supported they become more
confident about trying new things and it
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completely changes their outlook.Hearing
that makes me think about trust, though.
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Everyone's concerned about safety online.
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How do you reassure someone who doesn't
even want to open an email for fear it's
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a scam?That's a really common fear for
all of us isn't it?
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That's why we focus on education, showing
people step by step-and keeping it simple.
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And teaching them how to protect
themselves.
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Scams, weak passwords-it's scary, but
it's manageable with the right tools and
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guidance.And being online can be
expensive, can't it?
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I've spoken to people who say the monthly
costs for digital services-Wi-Fi, mobile
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data-just mount up.
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Not to mention the devices
themselves.Cost is definitely a problem
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for a lot of people.
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Maybe that's a good place to mention our
corporate partners who help us provide
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free support.
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In 2024 we worked with BT Group to
improve the digital skills of more than
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5000 older and digitally excluded people
across the UK.
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They also recruited celebrity support
from Sir Geoff Hurst, Moira Stuart CBE
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and Linda Robson.That's amazing isn't it?
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That sort of PR support is vital to help
a charity like AbilityNet raise awareness
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and reach the right people.It's great to
have their support and it shows how
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partnerships can work for everyone's
benefit.
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For example we also worked with Amazon
and Samsung to provide refurbished
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devices.
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Our trusted volunteers then provide the
help that people need to get the best
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from being online.And it gives hope,
doesn't it?
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To know there are organisations like BT
Group and Amazon and Samsung who want to
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work with AbilityNet, finding ways to
close the gaps.Exactly.
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Every day at AbilityNet we see how
bridging that digital divide transforms
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lives.
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Even with all the right tech and internet
connections, it's that the human touch
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that makes the biggest difference.
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Having someone you trust to give you good
advice is what we can do.And that's why
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it's our amazing volunteers who truly
make the biggest difference.
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They help you get online and feel safe
when you get there.Their dedication is
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astonishing isn't it?We're so proud of
what they do.
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Last year 531 volunteers contributed over
twenty-one thousand hours of their time.
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We also took over 13,000 calls on our
free helpline and resolved 4,386 tech
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queries.They're incredible numbers aren't
they?
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But when you think about it it's not just
numbers-it's lives transformed.
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And I guess that's what drives the
volunteers to give so much of their time
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and skills, especially in a world where
everyone seems so busy.It's such a good
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point.
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And what's fascinating is that they don't
just help others; they find it hugely
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rewarding for themselves.
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Last year our volunteers gave us an
engagement score of 8.9 out of 10.
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That sort of satisfaction reflects how
much meaning they find in their work.And
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isn't that mutual benefit beautiful?
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It reminds me of a chap I worked with as
a digital mentor.
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He'd been struggling to use his new
phone-all he wanted was to video call his
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grandkids, but he just couldn't get it to
work properly.
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His grandchildren wanted to help but
weren't always there when he needed
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them.That sounds so familiar - those
well-meaning family members who want to
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help but don't have the patience to keep
repeating things.Once we spent a few
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sessions together, just going step by
step-slowly but surely-it clicked.
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The look on his face when he made his
first video call, oh, I'll never forget
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it.
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And now he's the one teaching his friends
to use their phones.
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It's like watching a light bulb switch
on.Exactly!
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And that's what we see time and again.
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Start with small success like making a
video call and it builds confidence.
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The ripple effect is massive, whether
it's connecting with family or finding a
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new hobby online.It takes such patience,
though.
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The sort of patience your wonderful
volunteers clearly have in
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spades.Patience and empathy, absolutely.
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And without them the scale of what we
achieve wouldn't be possible.
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They live all over the country and give
up time to be there for all sorts of
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people.
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They visit people in their homes and they
also provide help on the phone.
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Every tech query resolved and every new
skill taught is thanks to those generous,
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dedicated people who care about making a
difference.It's so inspiring Mark.
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And what a gift it must be to share your
time like that, knowing you're changing
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someone's life for the better.And let's
not forget we're not just here to make
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sure the volunteers are satisfied.
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Even more importantly the results from
our 2024 Impact Report show that last
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year 94% of our clients told us they were
happy with the support they received.
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And 98% said they felt more capable using
technology as a result of the help they
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received.That's enormous, isn't it?
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I mean, it's one thing to provide
support, but another altogether to give
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people the confidence to actually use
what they've learned in their daily lives.
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It's transformative.Exactly.
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It's about more than just the tech
itself-it's quality of life.
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One of our corporate partners, Mim
Mahdaoui from The Stepstone Group, said
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it best.
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She praised our training programs, saying
they not only taught her team but
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genuinely helped them design with
accessibility in mind.That's the kind of
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impact we need more of, isn't it?
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To not just react to individual needs but
to actively shape a more inclusive world
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altogether.Absolutely.
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And the scale of our reach really backs
it up.
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Over thirteen thousand helpline calls
answered last year, more than twenty-six
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thousand hours of direct support
provided, and we provided over fifteen
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hundred devices.Fifteen hundred devices?
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That's remarkable.
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So what sort of difference do those
devices make for people?
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I'm picturing someone receiving their
first tablet and discovering a whole new
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way of connecting with the world.That's
spot on.
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For an older client, for example, it
might be as life-changing as making their
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very first video call to family.
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Or for someone with mobility challenges,
it could mean accessing vital services
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without needing to leave their home.And
it's so easy for those of us who are more
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familiar with tech to take all of that
for granted, isn't it?
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It just emphasizes that digital divide
and how wide it can be between those who
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are confident online and those who
aren't.Exactly.
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And breaking down that gap is at the
heart of everything we do at AbilityNet.
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That's why we focus on providing not just
tools but the wraparound support people
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need to thrive online.It's having a huge
impact, Mark.
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And knowing there's a resource out there,
one that's so approachable, must be such
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a comfort to people who feel overwhelmed
by technology.And that's why the details
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in your Report are so powerful.
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Hearing those real-life examples-learning
to use Google Maps or feeling safe enough
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to install a banking app-it really brings
it all home.
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These aren't just stories though; they're
big milestones in people's lives aren't
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they?They absolutely are, Gwen.
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And what's truly amazing is how
widespread that impact is.
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We know that, after working with us, 78%
of our clients said managing their daily
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lives became easier.
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And 71% try new activities they'd never
done before.What a transformation.
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It's like opening a door to possibilities
that might have seemed completely out of
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reach.
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And it's not just technical help, either,
is it?
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It's about building community
connections.Exactly, Gwen.
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And it's not just about our volunteers
and their one to one support.
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AbilityNet has also been a global pioneer
in digital accessibility for 25 years.
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What's the point of helping people get
online if they can't use the websites and
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apps they want?
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That's why AbilityNet's expertise in
digital accessibility is also celebrated
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in our impact report.
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We provide all sorts of free resources
and we also provide commercial services
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including testing, user research and
training.It's like you're closing the
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digital divide from the other side of the
equation?
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Helping people get online but also making
sure they can use the services they want
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when they get there.Exactly - and the
surpluses we make from our services help
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fund what we offer for free.That social
enterprise model is very powerful isn't
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it?
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It must be so motivating for your
customers to know that their work with
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you is helping support disabled and older
people?That virtuous circle is something
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we are very proud of.
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But it's also worth mentioning that we
have a 97% Customer satisfaction rate for
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the services we deliver.Those big brands
clearly expect you to to act like a
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business and deliver professional
services so that's a really important way
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to show the quality of what you do.We
also run a whole range of affordable
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training - helping people in all sorts of
roles build their skills so they don't
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need us to do it for them.That's a great
approach.
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When you think about it there must be so
many websites in the world that you can't
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possibly fix all of them?
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And you need designers, developers,
product managers, marketing people - the
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whole digital team needs to be in tune to
make this impact of their every day
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work.That's right - the more people who
recognise the need for accessibility the
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more websites and apps will be built to
work for everyone.And I guess that is
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part of your wider role in the UK and
global accessibility community?We've been
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pioneers for since the late 1990s, so
we've seen huge changes in the technology
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as well as the growth in the
accessibility community.
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And that sense of community really comes
alive at our annual TechShare Pro
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conference.
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For 8 years we've brought together
organisations like Apple, Google,
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Microsoft, HSBC and many other global
brands.
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We also connect with disability leaders,
people with lived experience of
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disability and accessibility specialists,
like our own consultancy team.
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It's an incredible opportunity to have an
impact on digital accessibility on a
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global scale.I can imagine.
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To have that many minds and ideas all in
one place must be electric.
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And what would you say is the biggest
takeaway from a conference like
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that?Well, for me, it's that
collaboration is key.
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No single organisation can tackle digital
accessibility alone.
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Events like TechShare Pro show how
working together on shared goals can
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spark real progress across industries.And
that brings it back to the local level
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doesn't it?
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The changes in people's everyday lives if
those websites and apps are easier to use.
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I keep thinking of those over-55s in
community training sessions, many of them
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approaching technology with so much
hesitation at first.
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And yet, step by step, their confidence
grows, and suddenly they're navigating
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the digital world like pros.Right, and
it's exactly those moments that keep us
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going.
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It's knowing that we're not just teaching
someone to use a device, but connecting
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them with family, helping them manage
stress or even find a new job.
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It's about transforming lives.And what a
transformation it is.
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I think my big takeaway from today is
simply how empowering technology can be
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when it's accessible to everyone.
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It's not just wires and screens-it's
independence.
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It's inclusion.
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It's better healthcare and feeling safe
and connected to your
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community.Absolutely, Gwen.
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And that's really what AbilityNet is all
about.
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The work we do on digital inclusion is
all about making sure no one is left
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behind in this digital age.
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Whether it's over-55s, people with
disabilities, or organizations wanting to
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do better-we're here to make a
difference.It's fantastic work, Mark.
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Thank you for sharing all of this
today-and for the work you and your team
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do day in and day out.
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Truly inspiring.Thank you, Gwen.
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And thank you for helping shine a light
on the impact we're having.
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I'd love it if everyone listening to this
podcast takes a look at our Impact Report
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for 2024 and sees all the amazing stories
about the people we work with and how the
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support we give them has changed their
lives.Yes I'd encourage all our listeners
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out there to go on the AbilityNet website
and find out more about your work, And I
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also hope you'll take something practical
from this conversation today.
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Maybe it's reaching out to a loved one to
see how AbilityNet can help them.
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Or maybe it's reaching out for help
yourself-because, as we've learned today,
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help is there to give you confidence and
help you feel safe online.
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On that note, take care everyone, and
we'll see you next time.Thanks Gwen and
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thank you to everyone listening - please
find out more by visiting w w w dot
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abilitynet dot org dot uk slash impact
00:00:00,000 --> 00:00:07,372
Hi there, I'm Mark Walker from AbilityNet
and this is a podcast to accompany our
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00:00:07,407 --> 00:00:09,125
2024 Impact Report.
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00:00:09,276 --> 00:00:13,967
We're always keen to learn about new
technology and its possible value for
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00:00:14,002 --> 00:00:18,785
older and disabled people, so this audio
has been built using AI with voice clones
5
00:00:18,832 --> 00:00:20,759
for me and my co-host.
6
00:00:21,119 --> 00:00:26,343
You can download and read our report in
full, but this is a conversation about
7
00:00:26,378 --> 00:00:30,755
how AbilityNet is closing the digital
divide for older and disabled people.
8
00:00:31,022 --> 00:00:35,608
It's a different way of communicating so
please let us know what you think.
9
00:00:35,933 --> 00:00:40,171
To help share our story I'm pleased to be
joined by Gwen Bakewell, a retired
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00:00:40,205 --> 00:00:42,832
teacher who's been inspired by our
work.Hello Mark.
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00:00:43,180 --> 00:00:47,743
You know, when I think about how life's
changed in the last twenty years, I think
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00:00:47,790 --> 00:00:51,180
about how intimidating technology can be
for so many of us.
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00:00:51,563 --> 00:00:56,723
Especially for older people or those
living with disabilities.Absolutely Gwen.
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00:00:57,083 --> 00:01:00,450
AbilityNet's been aroundfor 25 years.
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00:01:00,693 --> 00:01:02,586
We know the challenges people face.
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00:01:02,644 --> 00:01:07,694
But we've also seen how empowering
technologycan be for older and disabled
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00:01:07,741 --> 00:01:08,066
people.
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00:01:08,333 --> 00:01:12,825
The right tech can transform someone's
life, but change is coming faster than
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00:01:12,849 --> 00:01:16,654
ever, so our services are more and more
important.That's right.
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00:01:17,048 --> 00:01:21,937
Things I take for granted like logging
into a bank account or downloading an
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00:01:21,960 --> 00:01:25,640
app, is like scaling a mountain for some
of my family and friends.
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00:01:26,012 --> 00:01:29,971
Checking information on the Council
website can seem daunting.
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Or paying for parking tickets with your
phone.
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00:01:33,256 --> 00:01:37,772
They worry about their personal
information, or getting stuck halfway
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00:01:37,830 --> 00:01:39,641
through the process with nowhere to turn.
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00:01:39,966 --> 00:01:46,325
It's healthcare, shopping, holidays,
everything's going digital these days.And
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00:01:46,372 --> 00:01:49,716
it can be so isolating, especially if you
can't pick up the phone and speak to
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00:01:49,750 --> 00:01:52,548
someone, or if the local branch of your
bank is closed.
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00:01:52,839 --> 00:01:56,401
So many people feel they've been left
behind.That's right.
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And it's more than inconvenience-it's
about maintaining independence and
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feeling safe.
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00:02:03,343 --> 00:02:07,929
If you can't navigate these systems, how
do you pay bills?
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00:02:08,254 --> 00:02:09,787
Or book a train ticket?
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00:02:09,996 --> 00:02:15,046
It's no wonder it's so stressful for so
many people, and that lots of people
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00:02:15,104 --> 00:02:19,892
don't go online.That's right, and it's
something we see firsthand at AbilityNet.
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00:02:20,241 --> 00:02:24,896
Being digitally excluded can have a huge
impact on feelings of isolation.
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00:02:25,152 --> 00:02:30,167
That's why is so good that 74% of people
felt less isolated after we have provided
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00:02:30,249 --> 00:02:30,655
support.
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00:02:30,980 --> 00:02:38,213
And for anyone who gets to grips with
technology, an amazing 80% say they feel
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00:02:38,259 --> 00:02:42,060
more independent.And they're more
confident too I expect?Precisely.
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00:02:42,339 --> 00:02:48,341
More than 8 in 10 of the people we helped
in 2024 say they now feel significantly
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00:02:48,376 --> 00:02:50,466
more confident navigating the digital
world.
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00:02:50,756 --> 00:02:56,120
When they feel supported they become more
confident about trying new things and it
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00:02:56,143 --> 00:03:00,300
completely changes their outlook.Hearing
that makes me think about trust, though.
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00:03:00,579 --> 00:03:03,516
Everyone's concerned about safety online.
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00:03:03,609 --> 00:03:07,545
How do you reassure someone who doesn't
even want to open an email for fear it's
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00:03:07,580 --> 00:03:10,691
a scam?That's a really common fear for
all of us isn't it?
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00:03:10,970 --> 00:03:16,043
That's why we focus on education, showing
people step by step-and keeping it simple.
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00:03:16,229 --> 00:03:18,214
And teaching them how to protect
themselves.
50
00:03:18,481 --> 00:03:23,984
Scams, weak passwords-it's scary, but
it's manageable with the right tools and
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00:03:24,007 --> 00:03:27,525
guidance.And being online can be
expensive, can't it?
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00:03:27,827 --> 00:03:33,737
I've spoken to people who say the monthly
costs for digital services-Wi-Fi, mobile
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00:03:33,771 --> 00:03:35,339
data-just mount up.
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00:03:35,559 --> 00:03:39,591
Not to mention the devices
themselves.Cost is definitely a problem
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00:03:39,649 --> 00:03:40,450
for a lot of people.
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00:03:40,717 --> 00:03:45,337
Maybe that's a good place to mention our
corporate partners who help us provide
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00:03:45,384 --> 00:03:46,011
free support.
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00:03:46,289 --> 00:03:52,245
In 2024 we worked with BT Group to
improve the digital skills of more than
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00:03:52,280 --> 00:03:56,344
5000 older and digitally excluded people
across the UK.
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00:03:56,866 --> 00:04:02,021
They also recruited celebrity support
from Sir Geoff Hurst, Moira Stuart CBE
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00:04:02,137 --> 00:04:05,057
and Linda Robson.That's amazing isn't it?
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00:04:05,324 --> 00:04:10,131
That sort of PR support is vital to help
a charity like AbilityNet raise awareness
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00:04:10,177 --> 00:04:14,818
and reach the right people.It's great to
have their support and it shows how
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00:04:14,841 --> 00:04:16,652
partnerships can work for everyone's
benefit.
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00:04:17,070 --> 00:04:22,539
For example we also worked with Amazon
and Samsung to provide refurbished
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00:04:22,562 --> 00:04:23,061
devices.
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00:04:23,386 --> 00:04:27,566
Our trusted volunteers then provide the
help that people need to get the best
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00:04:27,635 --> 00:04:30,494
from being online.And it gives hope,
doesn't it?
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00:04:30,785 --> 00:04:36,032
To know there are organisations like BT
Group and Amazon and Samsung who want to
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00:04:36,067 --> 00:04:39,727
work with AbilityNet, finding ways to
close the gaps.Exactly.
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00:04:39,971 --> 00:04:44,336
Every day at AbilityNet we see how
bridging that digital divide transforms
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00:04:44,406 --> 00:04:44,859
lives.
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00:04:45,091 --> 00:04:49,723
Even with all the right tech and internet
connections, it's that the human touch
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00:04:49,781 --> 00:04:51,256
that makes the biggest difference.
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00:04:51,500 --> 00:04:56,610
Having someone you trust to give you good
advice is what we can do.And that's why
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00:04:56,656 --> 00:04:59,384
it's our amazing volunteers who truly
make the biggest difference.
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00:04:59,709 --> 00:05:04,838
They help you get online and feel safe
when you get there.Their dedication is
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00:05:04,884 --> 00:05:07,464
astonishing isn't it?We're so proud of
what they do.
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00:05:07,777 --> 00:05:12,758
Last year 531 volunteers contributed over
twenty-one thousand hours of their time.
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00:05:12,932 --> 00:05:19,422
We also took over 13,000 calls on our
free helpline and resolved 4,386 tech
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00:05:19,457 --> 00:05:21,897
queries.They're incredible numbers aren't
they?
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00:05:22,315 --> 00:05:26,820
But when you think about it it's not just
numbers-it's lives transformed.
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00:05:26,995 --> 00:05:31,453
And I guess that's what drives the
volunteers to give so much of their time
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00:05:31,511 --> 00:05:36,794
and skills, especially in a world where
everyone seems so busy.It's such a good
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00:05:36,829 --> 00:05:37,108
point.
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00:05:37,444 --> 00:05:42,518
And what's fascinating is that they don't
just help others; they find it hugely
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00:05:42,564 --> 00:05:43,690
rewarding for themselves.
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00:05:43,969 --> 00:05:49,832
Last year our volunteers gave us an
engagement score of 8.9 out of 10.
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00:05:50,157 --> 00:05:55,777
That sort of satisfaction reflects how
much meaning they find in their work.And
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00:05:55,823 --> 00:05:57,739
isn't that mutual benefit beautiful?
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00:05:58,076 --> 00:06:02,302
It reminds me of a chap I worked with as
a digital mentor.
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00:06:02,627 --> 00:06:08,258
He'd been struggling to use his new
phone-all he wanted was to video call his
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00:06:08,304 --> 00:06:11,288
grandkids, but he just couldn't get it to
work properly.
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00:06:11,671 --> 00:06:16,524
His grandchildren wanted to help but
weren't always there when he needed
95
00:06:16,606 --> 00:06:20,904
them.That sounds so familiar - those
well-meaning family members who want to
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00:06:20,939 --> 00:06:25,000
help but don't have the patience to keep
repeating things.Once we spent a few
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00:06:25,058 --> 00:06:31,072
sessions together, just going step by
step-slowly but surely-it clicked.
98
00:06:31,478 --> 00:06:36,877
The look on his face when he made his
first video call, oh, I'll never forget
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00:06:36,970 --> 00:06:37,179
it.
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00:06:37,434 --> 00:06:40,708
And now he's the one teaching his friends
to use their phones.
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00:06:41,068 --> 00:06:44,760
It's like watching a light bulb switch
on.Exactly!
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00:06:44,969 --> 00:06:47,326
And that's what we see time and again.
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00:06:47,477 --> 00:06:52,237
Start with small success like making a
video call and it builds confidence.
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00:06:52,515 --> 00:06:56,904
The ripple effect is massive, whether
it's connecting with family or finding a
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00:06:56,939 --> 00:07:00,086
new hobby online.It takes such patience,
though.
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00:07:00,353 --> 00:07:04,370
The sort of patience your wonderful
volunteers clearly have in
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00:07:04,463 --> 00:07:08,237
spades.Patience and empathy, absolutely.
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00:07:08,481 --> 00:07:12,243
And without them the scale of what we
achieve wouldn't be possible.
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00:07:12,428 --> 00:07:16,457
They live all over the country and give
up time to be there for all sorts of
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00:07:16,480 --> 00:07:16,817
people.
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00:07:17,014 --> 00:07:22,088
They visit people in their homes and they
also provide help on the phone.
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00:07:22,285 --> 00:07:27,927
Every tech query resolved and every new
skill taught is thanks to those generous,
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00:07:27,962 --> 00:07:32,560
dedicated people who care about making a
difference.It's so inspiring Mark.
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00:07:32,885 --> 00:07:37,680
And what a gift it must be to share your
time like that, knowing you're changing
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00:07:37,703 --> 00:07:41,973
someone's life for the better.And let's
not forget we're not just here to make
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00:07:42,008 --> 00:07:43,482
sure the volunteers are satisfied.
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00:07:43,738 --> 00:07:49,833
Even more importantly the results from
our 2024 Impact Report show that last
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00:07:49,914 --> 00:07:54,790
year 94% of our clients told us they were
happy with the support they received.
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00:07:55,045 --> 00:08:01,652
And 98% said they felt more capable using
technology as a result of the help they
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00:08:01,675 --> 00:08:03,921
received.That's enormous, isn't it?
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00:08:04,212 --> 00:08:08,914
I mean, it's one thing to provide
support, but another altogether to give
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00:08:08,960 --> 00:08:12,699
people the confidence to actually use
what they've learned in their daily lives.
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00:08:13,024 --> 00:08:15,780
It's transformative.Exactly.
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00:08:15,850 --> 00:08:19,124
It's about more than just the tech
itself-it's quality of life.
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00:08:19,344 --> 00:08:24,023
One of our corporate partners, Mim
Mahdaoui from The Stepstone Group, said
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00:08:24,070 --> 00:08:24,453
it best.
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00:08:24,650 --> 00:08:28,517
She praised our training programs, saying
they not only taught her team but
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00:08:28,551 --> 00:08:32,833
genuinely helped them design with
accessibility in mind.That's the kind of
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00:08:32,879 --> 00:08:34,400
impact we need more of, isn't it?
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00:08:34,714 --> 00:08:39,474
To not just react to individual needs but
to actively shape a more inclusive world
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00:08:39,543 --> 00:08:41,170
altogether.Absolutely.
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00:08:41,437 --> 00:08:43,957
And the scale of our reach really backs
it up.
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00:08:44,293 --> 00:08:49,216
Over thirteen thousand helpline calls
answered last year, more than twenty-six
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thousand hours of direct support
provided, and we provided over fifteen
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00:08:53,082 --> 00:08:55,735
hundred devices.Fifteen hundred devices?
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00:08:56,153 --> 00:08:57,639
That's remarkable.
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00:08:57,709 --> 00:09:01,215
So what sort of difference do those
devices make for people?
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00:09:01,412 --> 00:09:06,010
I'm picturing someone receiving their
first tablet and discovering a whole new
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00:09:06,068 --> 00:09:08,821
way of connecting with the world.That's
spot on.
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00:09:09,111 --> 00:09:13,848
For an older client, for example, it
might be as life-changing as making their
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very first video call to family.
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00:09:15,659 --> 00:09:20,605
Or for someone with mobility challenges,
it could mean accessing vital services
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00:09:20,721 --> 00:09:25,082
without needing to leave their home.And
it's so easy for those of us who are more
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familiar with tech to take all of that
for granted, isn't it?
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00:09:28,205 --> 00:09:33,452
It just emphasizes that digital divide
and how wide it can be between those who
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00:09:33,487 --> 00:09:37,091
are confident online and those who
aren't.Exactly.
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00:09:37,335 --> 00:09:40,934
And breaking down that gap is at the
heart of everything we do at AbilityNet.
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That's why we focus on providing not just
tools but the wraparound support people
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need to thrive online.It's having a huge
impact, Mark.
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00:09:50,190 --> 00:09:54,949
And knowing there's a resource out there,
one that's so approachable, must be such
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a comfort to people who feel overwhelmed
by technology.And that's why the details
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00:09:59,756 --> 00:10:01,451
in your Report are so powerful.
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00:10:01,857 --> 00:10:07,860
Hearing those real-life examples-learning
to use Google Maps or feeling safe enough
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00:10:07,906 --> 00:10:11,389
to install a banking app-it really brings
it all home.
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00:10:11,726 --> 00:10:16,741
These aren't just stories though; they're
big milestones in people's lives aren't
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00:10:16,764 --> 00:10:18,709
they?They absolutely are, Gwen.
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00:10:18,999 --> 00:10:22,947
And what's truly amazing is how
widespread that impact is.
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00:10:23,272 --> 00:10:29,228
We know that, after working with us, 78%
of our clients said managing their daily
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00:10:29,297 --> 00:10:30,377
lives became easier.
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00:10:30,621 --> 00:10:35,876
And 71% try new activities they'd never
done before.What a transformation.
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00:10:36,085 --> 00:10:40,125
It's like opening a door to possibilities
that might have seemed completely out of
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reach.
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00:10:40,787 --> 00:10:44,119
And it's not just technical help, either,
is it?
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It's about building community
connections.Exactly, Gwen.
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00:10:48,819 --> 00:10:52,337
And it's not just about our volunteers
and their one to one support.
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AbilityNet has also been a global pioneer
in digital accessibility for 25 years.
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What's the point of helping people get
online if they can't use the websites and
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00:11:04,574 --> 00:11:05,212
apps they want?
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00:11:05,491 --> 00:11:10,774
That's why AbilityNet's expertise in
digital accessibility is also celebrated
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00:11:10,866 --> 00:11:11,830
in our impact report.
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We provide all sorts of free resources
and we also provide commercial services
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including testing, user research and
training.It's like you're closing the
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00:11:22,347 --> 00:11:24,773
digital divide from the other side of the
equation?
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00:11:25,179 --> 00:11:30,056
Helping people get online but also making
sure they can use the services they want
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00:11:30,114 --> 00:11:34,980
when they get there.Exactly - and the
surpluses we make from our services help
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00:11:35,026 --> 00:11:39,289
fund what we offer for free.That social
enterprise model is very powerful isn't
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it?
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00:11:39,857 --> 00:11:43,828
It must be so motivating for your
customers to know that their work with
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00:11:43,862 --> 00:11:48,276
you is helping support disabled and older
people?That virtuous circle is something
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00:11:48,311 --> 00:11:49,204
we are very proud of.
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00:11:49,541 --> 00:11:54,487
But it's also worth mentioning that we
have a 97% Customer satisfaction rate for
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00:11:54,522 --> 00:11:59,243
the services we deliver.Those big brands
clearly expect you to to act like a
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business and deliver professional
services so that's a really important way
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to show the quality of what you do.We
also run a whole range of affordable
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training - helping people in all sorts of
roles build their skills so they don't
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00:12:12,322 --> 00:12:14,788
need us to do it for them.That's a great
approach.
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00:12:15,392 --> 00:12:19,060
When you think about it there must be so
many websites in the world that you can't
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00:12:19,095 --> 00:12:20,314
possibly fix all of them?
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00:12:20,569 --> 00:12:26,293
And you need designers, developers,
product managers, marketing people - the
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00:12:26,328 --> 00:12:29,997
whole digital team needs to be in tune to
make this impact of their every day
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00:12:30,031 --> 00:12:34,813
work.That's right - the more people who
recognise the need for accessibility the
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more websites and apps will be built to
work for everyone.And I guess that is
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part of your wider role in the UK and
global accessibility community?We've been
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00:12:43,663 --> 00:12:47,924
pioneers for since the late 1990s, so
we've seen huge changes in the technology
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as well as the growth in the
accessibility community.
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And that sense of community really comes
alive at our annual TechShare Pro
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conference.
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For 8 years we've brought together
organisations like Apple, Google,
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Microsoft, HSBC and many other global
brands.
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We also connect with disability leaders,
people with lived experience of
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disability and accessibility specialists,
like our own consultancy team.
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It's an incredible opportunity to have an
impact on digital accessibility on a
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global scale.I can imagine.
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To have that many minds and ideas all in
one place must be electric.
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And what would you say is the biggest
takeaway from a conference like
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that?Well, for me, it's that
collaboration is key.
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No single organisation can tackle digital
accessibility alone.
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Events like TechShare Pro show how
working together on shared goals can
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spark real progress across industries.And
that brings it back to the local level
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doesn't it?
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The changes in people's everyday lives if
those websites and apps are easier to use.
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I keep thinking of those over-55s in
community training sessions, many of them
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approaching technology with so much
hesitation at first.
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And yet, step by step, their confidence
grows, and suddenly they're navigating
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the digital world like pros.Right, and
it's exactly those moments that keep us
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going.
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It's knowing that we're not just teaching
someone to use a device, but connecting
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them with family, helping them manage
stress or even find a new job.
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It's about transforming lives.And what a
transformation it is.
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I think my big takeaway from today is
simply how empowering technology can be
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when it's accessible to everyone.
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It's not just wires and screens-it's
independence.
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It's inclusion.
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It's better healthcare and feeling safe
and connected to your
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community.Absolutely, Gwen.
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And that's really what AbilityNet is all
about.
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The work we do on digital inclusion is
all about making sure no one is left
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behind in this digital age.
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Whether it's over-55s, people with
disabilities, or organizations wanting to
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do better-we're here to make a
difference.It's fantastic work, Mark.
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Thank you for sharing all of this
today-and for the work you and your team
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do day in and day out.
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Truly inspiring.Thank you, Gwen.
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And thank you for helping shine a light
on the impact we're having.
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I'd love it if everyone listening to this
podcast takes a look at our Impact Report
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for 2024 and sees all the amazing stories
about the people we work with and how the
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support we give them has changed their
lives.Yes I'd encourage all our listeners
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out there to go on the AbilityNet website
and find out more about your work, And I
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also hope you'll take something practical
from this conversation today.
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Maybe it's reaching out to a loved one to
see how AbilityNet can help them.
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Or maybe it's reaching out for help
yourself-because, as we've learned today,
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help is there to give you confidence and
help you feel safe online.
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On that note, take care everyone, and
we'll see you next time.Thanks Gwen and
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thank you to everyone listening - please
find out more by visiting w w w dot
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abilitynet dot org dot uk slash impact
