Research and analysis

Benefits of high speed internet: case study research

Updated 24 May 2022

Marion Lean, UK Fibre Programme Analyst

Building Digital UK

1. Executive summary

Providing public funds to boost digital infrastructure which supports build of networks is a key proposal of the ‘Industrial Strategy; Building a Britain fit for the future’ (HM Government, 2017). This infrastructure is necessary to enable access to future internet technologies including fibre optic and 5G. Though the necessity for internet access is widely recognised there is little formal evidence of tangible benefits of gigabit capable internet (1000Mbps). This study aimed to create an evidence base for benefits of fibre internet. This is based on interactions with recipients of a grant scheme which provides vouchers to support the build cost of new infrastructure. The Gigabit Broadband Voucher Scheme (GBVS) which ran from March 2018 to May 2020 was an intervention designed to increase the deployment of gigabit-capable connections as part of the Local Full Fibre Networks Programme (LFFN). Activities were designed to engage research participants and deliver findings on the benefits of fibre internet. The results include ethnographic insights about lived experiences afforded by high-speed internet, a map of the research landscape and proposals for future schemes to encourage fibre uptake. The activities also provided experiential knowledge useful for developing future projects for government social research, for example, learnings useful for relationship building.

A Theory of Change developed by BDUK in line with a benefits analysis framework outlined potential outcomes of gigabit connectivity. This framework suggested that gigabit capable connections would impact the areas of productivity, public value, closing the digital divide and wellbeing. Learning through lived experiences provided evidence which illustrates real world examples in the impact areas on the benefits framework, and revealed findings which deviate from the assumed impacts. The purpose of this research was to test the assumptions made in the Theory of Change and benefits framework, through ethnographic research. Spending time with different communities provided understanding, rather than theoretical assumptions of what the changes brought about by faster broadband connections are and what this reveals.

Background

This paper illustrates the work undertaken in researching the benefits of gigabit-capable connectivity, which was made possible through the Department for Digital, Culture, Media and Sport’s Gigabit Broadband Voucher Scheme (GBVS), which ran from March 2018 to May 2020. The purpose of the GBVS was to increase the deployment of full fibre networks within the UK by providing micro-grants to support the cost of new connectivity. Vouchers were the mechanism that the scheme used to provide these grants which are accessed through telecoms suppliers. Vouchers worth up to £2,500 were available to small and medium sized businesses (SMEs), and £500 for residents. Over 30000 vouchers were issued across the UK. The exploratory study in this report was carried out during Spring 2019. Further research and evaluation of the GBVS and other schemes will also contribute to our evidence based and inform design of future proposals.

Methodology

The research opted to investigate the use of this new gigabit-capable infrastructure in rural and urban locations both by SMEs and residents. To establish an appropriate range and meaningful breadth of insight, the study used information from both rural and urban premises that had received vouchers on the GBVS. The rural premises were part of a community broadband scheme in Lancashire while the urban premises were SMEs in London, Bristol, Yorkshire and Manchester. The beneficiaries involved in this study had agreed to follow up research as part of the voucher scheme agreement.

The study was led by practice based researcher, Marion Lean to develop methods to learn from people’s real experiences. Though the necessity for internet access is widely recognised there is little formal evidence of tangible benefits of gigabit-capable internet (1000Mbps). The approach taken is to learn about the benefits of broadband from those affected by it and to deliver this information in an engaging and innovative way to adequately deliver the stories of the people involved. The research took an ethnographic approach to establish the demographics of people currently connected on the GBVS. This allowed for analysis regarding how this new connection was being used, and how further uptake of gigabit-capable connections could be promoted to other users in the community. Embracing design ethnography approaches meant spending time within the particular communities to develop a deeper understanding of the types of users, their daily needs as well as their future aspirations. This was a way to develop personas to then be able to consider the impact of their broadband connections and identify suggestions for encouraging further uptake in similar communities. The focus was not solely on gigabit connectivity but searched for a more holistic understanding of the value of high-speed internet through real-life experiences and interactions. This is a sample of GBVS recipients experiences and is not intended to be reflective of everyone’s practices with gigabit-capable connections.

Research outline

Identify and detail benefits of high speed connectivity from recipients of the GBVS to understand people’s needs in different communities and inform future interventions to improve connectivity in the UK.

Research objectives

• Create an evidence base for the benefits of high speed connectivity: data on existing scheme uptake was used to establish which communities (business and residential) to reach out to. Common themes and patterns found in conversations with beneficiaries are used to challenge the perceptions of what the benefits could be by presenting insights of what the benefits actually are.
• Test and expand on perceived benefits of high speed connectivity: feedback and responses from beneficiaries and partners were sought to further understand how these might be turned into assets for future benefits modelling and design of interventions to encourage uptake of fibre connections.

Methods

The approach to gathering evidence was:

• Desk based research and mapping the landscape

• Initial consultation over the telephone

• Ethnographic (physical and sensory) approaches - spending time with subjects in their daily lives and learning from their activities, observed attitudes, and behaviours

• To support the ethnographic study, dialectographer Mitch Miller joined the various research encounters in order to visually give form to the findings (through drawing) as well as to support the analysis phase

• The final dialectogram is a hand drawn detailed map of the research process, stakeholders, voucher recipient communities and findings. Details from the dialectogram are used throughout this document to support aspects of the report

The approach was to spend extended time with the voucher scheme beneficiaries in their own homes and workplaces, to learn who they were, what their lives were like and how their fibre connection played a part in this. By learning about who the beneficiaries are, it is possible to learn how specific benefits appear rather than trying to fit evidence into preconceptions about potential changes. By in-depth learning about who our beneficiaries are, it is possible to observe and learn what their specific ‘benefits’ might actually look like, rather than trying to fit evidence into our own preconceptions. Besides there is no point in asking someone how often they use twitter for news if they’ve never heard of twitter.

The proposed case study areas covered a broad geographical and sector representation. However, some groups faced challenges in participating; small businesses in particular reported a lack of time being a barrier to participation. This required innovative solutions needing to be developed so all participants could be accommodated. A phone interview outline questionnaire was created and carried out with SMEs. The discussions were typed up and sent to the interviewees for approval and edits.

Strengths and caveats

• Open ended approach enabled organic development of findings

• Illustrated ethnography engaged research participants during shared activities, many would rather engage with the drawings than have their photographs taken

• Semi structured interviews - informality and ease

• Participants were surprised at the visits and engagement from DCMS, unsure of what they could offer towards the research

• Engaging wider network opportunities led to insights and ideas beyond the sample group

• Engaging the illustrator Mitch Miller was a means to present insights and recommendations in an alternative format

The research took a non linear and iterative approach based on the conversations and direction within the research activities. Being able to dedicate extensive time to relationship building for example through phone calls, office visits, emails, WhatsApp messages, engaging with companies’ social media accounts and online platforms showed to stakeholders a level of interest and commitment for which the reward is genuine insights and relevant ideas. Generating energy around the project supported the researcher’s role providing motivation and opportunity for seeing the bigger picture and enabled others to consider the research outside of the meetings and encounters and get in touch with suggestions.

The aim of the methodology was to establish opportunities for knowledge exchange where insight and experience in practice based methods in particular from design research offers insights for government social research. The challenge then is analysing and presenting such findings in ways which are meaningful and productive for stakeholders in BDUK, especially in creating understandings for benefits and informing an approach that can be replicated for future research in this area.

Research questions

The research questions were a guide to direct the research methodology and recognise findings within the activities. The questions included:

• What were the perceived benefits of fibre/what encouraged the uptake?
• What barriers or concerns had to be overcome and what was the process?
• How does high speed connectivity facilitate work, jobs and life?
• In what ways does high speed connectivity create time to think?
• How does high speed connectivity provide space to move?
• How does high speed connectivity support change?
• In what way is high speed connectivity an enabler?
• In what ways is high speed connectivity part of everyday life?
• What does high speed connectivity mean to that person/organisation?

Findings

The results are anecdotal and provide visual evidence for the ways gigabit connectivity is being used; the activities that are supported by the connection, insights into why the connection was taken up, barriers to uptake, and insights into impact on business and personal lifestyles and productivity. The study findings also present suggestions for further research in this area; a framework with proposed activities and a case study example of a testbed partnership between a SME and a gigabit-connected community.

Online activities and meaning aligned with impact areas in the BDUK Benefits Framework:

• Gigabit Voucher Recipients were generally positive about their fibre connection, using words such as ‘lifeline,’ ‘efficiency, and ‘reliability’
• Rural residents reported ‘low level’ use, such as daily communications, entertainment, and online finance services
• Some residents reported that the connection did not make much difference while others suggested it provides confidence in considering future plans, for example assisted technologies for later life
• SMEs used words such as ‘seamless’ and ‘invisible layer’ to talk about fibre connections
• SMEs using connections at a high level including industries such as gaming, TV and film, and digital content likely to make greater potential use of connection
• SMEs are also using their new connection at a lower level, for instance general admin in care homes, online retail and event management organisations. One specific example included providing connections for attendees to an outdoor cinema event
• Barriers to uptake include cost, contracts and perceived ‘lack of need’
• Not knowing ‘what you currently have,’ lack of technical knowledge and terminology hinders interest in switching to fibre
• The ‘benefits’ are not always clear, especially considering those who don’t know how to ‘make the most’ of a high-speed connection potentially will not ‘benefit’ in the way expected/intended by the BDUK

Recommendations

• Potential for knowledge transfer and innovation incentives to realise potential. For example using One Digital model of helping people to see value in connectivity by offering tablet-loan scheme to older people
• Gigabit Community Testbed for internet connected technologies and services
• Building Digital UK (BDUK) Community Connector role/research group linking BDUK communities from DCMS to suppliers, facilitators and consumers, and academic communities to establish a dynamic network for research and impact

2. Case study groups: residents and SMEs

Desk based research, in collaboration with the GBVS team, led to thematic groups within the data available for gigabit voucher recipients. These are ‘spaces’ for potential insight aligning with the BDUK Benefit Framework and objectives, theory of change, and theorised benefits in both the Local Full Fibre Networks programme and the GBVS. A themed approach helped to:

• Align subjects roughly with sector groups, as well as productivity type crossovers, such as the London based firm Make Shift who manage coworking and creative events spaces. This offered broader insight into the ways in which the connection is used
• Focus and direction for the dialogue with research participants, which was important considering the time constraints for this study. This includes the time needed to establish relationships and trust and also to identify emergent themes of interest.
• Provide a broad representation of the types of recipients the GBVS supports. This included businesses and individuals using high speed connectivity in business contexts to run online and digital programmes, and residents and customers who are users of these services.

The study proposal included the following themes:

• Connecting People (Health, e-health and communities)
• Creativity and Innovation (digital businesses)
• Science and Technology (technology innovation)
• National Infrastructure (construction, developers and energy cloud services)

During the sample relationship building phase, various obstacles meant that the sample group was reduced. For example, initial email and phone conversations with representatives in science and technology revealed that companies were small and staff were not always based in the office or lab. To overcome this, an additional selection of local London-based samples were identified who would be more practical to visit as well as covering a broader range of potential productivity benefits.

For example, London Craft Club is an events space who host physical learning sessions (Business 2 Consumer) for craft activities but the owner also runs a corporate style programme (B2B) ‘Craftwork London.’ The two businesses have distinctly different business models running from the same place, relying on an online platform and continually changing and updating digital content. This provided a broad range of insights as a company serving two markets.

Sampling

30 interviews took place over six weeks in person in rural Lancashire and Central London and over the phone with GBVS recipients in Manchester, Bristol, Yorkshire and London. The groups chosen to be part of the study were selected as representatives of urban and rural communities who had been connected through the GBVS. These groups were best placed to offer insights into the experience before and after the gigabit-capable connection. Customers of the community broadband scheme Broadband for the Rural North (B4RN) offered insights as a community who had a gigabit-capable connection for a substantial period of time (most of them over a year) as well as other insights into an aging population, their families, communities and health and social care.

The themes identified for the SME representatives were based on information collected from recipients of the scheme who had agreed to follow up research. Key data shared included the size of the company, their location, and their industry. The aim was to analyse a range of creative, technical, community-based and business focused companies. The timescale of the research was three months including research design and findings analysis and followed a set of objectives. The sample group provided insights into what they use their gigabit connections for, as well as providing interesting and inspiring anecdotes.

The wider research network

Alongside the specific sample case studies which were identified using the GBVS data (voucher recipients), relationships were established with stakeholders (suppliers, for example) who were able to:

• Contribute to an understanding of the bigger picture, eg. Those with a need for fibre, technicalities of the internet, and understanding of the role of BDUK
• Provide business and practical support to my suggestions of ways that BDUK could support interventions that encourage stimulation and demand

This network is made up of individuals and organisations outside of BDUK who were reached out to through social media and through introductions developing from conversations in and outside of the formal research network. This included academic researchers at University of Oxford and Lancaster University, a programme manager at the Local Government Association, the Assistant Director of Technology and Change at North Yorkshire County Council, the One Digital Project Coordinator at Age UK, CEO and Head of Experience at age-tech company Kraydel, the Social Sector Digital Lead in the Office for Civil Society at DCMS, and a researcher for the Nesta Challenge Prize.

To support these insights and formal case study approaches, the researcher’s own peer group and family shared their insights on connectivity, which enabled access to the complex research topic in an informal way. Through this approach, a common pattern of responses of not knowing what ‘type of connection’ people have at home is revealed.

In shared offices and in rented accommodation, it is often not known what type of internet connection is being used, and then little knowledge of how this would be checked. Installing the ‘Speedtest’ app made it possible to show interested parties what their internet speed is. This could be a facilitator within other apps or devices to show consumers what they are paying for, for example, as an opportunity to offer an upgrade to a better connection. This contributes to a dialogue on a lack of awareness of terminology and technical function which suppliers appear to benefit from in their price packages offerings.

Ethnography and interview framework

To support the ethnographic study, dialectographer Mitch Miller joined the various research encounters in order to visually give form to the findings as well as to support the analysis. This allowed the researcher to perform the role of facilitator while Miller captured the insights of research activities through drawings on paper. During a typical encounter, research style notes were taken and semi-structured interviews were conducted; the presence of a sketchbook during the sessions initiated dialogue and appeared to break down a barrier leading to an informal and relaxed discussion style. As Leavy (2009) suggests, the use of illustration during interviews helped to facilitate dialogue, people were interested to see the artwork which was being produced.

Arts based practices can also promote dialogue, which is critical to cultivating understanding. The particular ways in which art forms facilitate conversation are important as well. The arts ideally evoke emotional responses, and so the dialogue sparked by art-based practices is highly engaged.

(Leavy, 2009).

This decision has resulted in reactionary responses and actionable deliverables, as well as anecdotal insights from both the researcher and subjects inside this report. The research focussed on the experience of online connectivity, however, a rich discussion and interaction enabled a broad perspective on the landscape and potential for gigabit connectivity.

Insights were collected from phone discussions with company directors and studio managers of digital, tech, craft, events, health, development and entertainment firms, which provided a range of insights and led to a number of in-person visits. “Drive-by ethnographies’’ took place with visits to the company headquarters, studios and offices, providing ethnographic findings about company bases and their operations.

Analysing the conversations and use cases has resulted in the observation of a general low level use of gigabit connections (people aren’t utilising the full potential of their gigabit-capable connection) and has led to the development of potential interventions by BDUK to encourage higher level use.

Participant engagement and relationship building

As a relationship building exercise, a rural Lancashire computer club hosted by community broadband supplier B4RN was visited. Adam Sutcliffe, Head of Experience at Kraydel was invited as part of this research to provide a demonstration to interested members. Kraydel is a device which enables video streaming through your TV, which is particularly useful for older people who are not confident or comfortable with new technologies. The engagement and interest in the device at the computer club created a platform for discussion around the ways technology is currently used for communication by residents and how a gigabit-capable connection contributes to the experience.

As well as interviewing residents on what they currently use gigabit-capable connections for, this novel technology was introduced as a probe for initiating a conversation about experiences around connectivity. By engaging with a video streaming technology device and prompted by questions, research participants shared their experiences of rural life as well as concerns for older neighbours and relatives who are not typically ‘interested’ in technology yet spend long periods alone. Kraydel demonstrated a prototype of their design in a scenario to test streaming from a group event to a single person at home, with the goal to test how people at home who couldn’t travel could be part of events, such as those held by Age UK, parish meetings or other community functions for example.

Though Kraydel themselves are not recipients of gigabit vouchers, their involvement on the project as a company (facilitator) providing a service which is most compatible with a secure connection proved to be a valuable element.

Elements of daily life and business the connection supports (the activities that the connection is used for):

• General - emails, social media, online shopping, weather, TV, entertainment, GOV.UK services, uploading, downloading, file transfers, browsing, news, literature, finance
• Particular - research, hobbies (DIY, language learning, music learning), local events, faith, internet petitions and campaigns, CCTV & Security, homework, online tutorials & learning, arranging care, holiday lets, working from home, homework online, children’s school dinner payments

On a second visit to the B4RN computer club, a workshop was designed to invite people to answer ethnographic questions about daily life and provide a response to “What does connectivity mean to me?” The responses and words, as well as images of the participants, were physically placed on a paper map and connected using fibre cables donated by B4RN to materially represent the valley and the impact of the connection.

This exercise was supported by interviews with ‘village champions’ who shared insights about the ways the internet contributes to the various communities. It proved to be a useful means to stall eager participants who all wanted to share their stories at the same time by encouraging them to stop and engage with the mapping activity.

There was enthusiasm and a general feeling of positivity within the shared insights and perceived satisfaction of gigabit-capable connections seen in the chosen keywords to describe ‘What does connectivity mean to me?’ Connectivity means…

Reliability, something that should just be there and not even have to be thought about.

Simon Thorpe, CEO Market Peckham

3. Data collection and findings

Barriers to uptake

• In a discussion with a Bristol based entrepreneur, it was revealed that although it was encouraging that fibre connections were available outside of larger cities, the cost is still a deterrent to residents and SMEs due to limited supplier options. Contracts often do not reflect the location, detracting from the sense of place which had been created by infrastructure investment in smaller cities.

• The cost of broadband was seen as attractive in B4RN communities since they offered substantially lower monthly rates than the competitor who offered only a copper connection (much lower bandwidth capacity than fibre). However, even within this community there were individuals who were satisfied with existing copper connections and couldn’t see the need to change, and others who had gone for fibre “since it came past the door” but couldn’t really feel a difference for their use of TV and day-to-day emails. Though the fibre is demonstrably reliable, without considering how other factors associated with connections (such as price or lower usage, difficulty in changing contracts or suppliers) it was not a clear choice for everyone.

• Business level affordability and flexibility is a barrier. A pop-up events company expressed frustration over the contract limitations where only short-term contracts were needed, for example at festival sites and other seasonal businesses. The need to sign up for a contract of 12, 18 or 24 months can be prohibitive for those on low incomes, or with only short term requirements.

• Awareness of the technical functionality and terminology though limited in many communities, especially residential, leaves users unsure and unaware of what type of connection they are currently on. This may well minimise any incentive to consider taking out an upgraded service. Pledges made by Internet Service Providers (ISPs) regarding broadband speeds can sometimes disappoint consumers which creates an unpleasant broadband experience. For example, learning from participants showed that unclear messaging around ‘fibre speeds’ and the installation of actual fibre optic connections led to people thinking they already had fibre connections. It is unlikely people would look into making a change (or dig their garden up) if they think they already have it, which could be problematic for others in the area hoping to upgrade. This resulted in a reduced sense of public trustworthiness which could contribute to an increased reluctance to consider upgrading. For more information on supplier and speeds, the sector regulators Ofcom offer advice ‘getting the most from your phones and broadband’ including choosing the right provider and making a complaint as well as suggestions for staying connected, costs and billing and safety and security on their Advice for Consumers pages.

Positive experience of changing to fibre

In the responses to “what does connectivity mean to you?” suggestions of seamless and an invisible layer present an idea of how connectivity is when it “works properly.” Many of the residents with gigabit-capable connections reported having “taken the connection for granted;” that taking holidays (spending time away from home) meant they could expect poor connectivity, supporting a general feeling of satisfaction with the connection.

The research participants in this report were all currently on gigabit-capable connections, yet some were able to share insights around how their connections had been before they had fibre and some of the challenges that were barriers to connectivity. The owner of London Craft Club and Craftwork, both an events and makerspace and a not-for-profit network supporting craft teaching practice, explained that their business runs entirely on digital platforms. This includes project management and e-commerce software; they have a flexible working policy but use shared files and documents for image and website edits to promote events.

Before the installation of a gigabit-capable connection, they relied on a shared connection which would often cut out and was not able to handle uploading and downloading large files. They would often resort to using their 4G mobile connection, resulting in expensive bills. When moving into a new studio they were recommended by suppliers to use a GBVS voucher to help with installing a gigabit-capable connection. They are now able to work efficiently and smoothly as well as remotely with collaborators using video calls. For others, though aware of the associated impact of high speed connections, the available contracts from a still limited set of suppliers do not provide attractive incentives.

A range of businesses who are using their gigabit-capable connections to support the running of their businesses shared their experiences. For Suddenly Frogs, a Bristol-based games reviewer, their entire model relies on high internet speed to support uploading and downloading films and reviews and edits, often working with international collaborators with whom they can easily share files using his gigabit-capable connection. Being able to work at this high level in Bristol has contributed to a sense of place. They reported that previously these sorts of connections were only available in large cities, with fibre connections and the gigabit vouchers enabling new professional communities to be established elsewhere.

For most companies, full fibre connectivity supports daily emails, rotas and project management software. The connection also helps if there are a number of people all online at once such as staff members, or family members if residential. If they are transferring large files and images, streaming, downloading or uploading heavy content such as what is required to stream videos or play video games, then this will be the fastest and smoothest on a gigabit-capable connection.

This is a limited number of suggestions for the use of a high speed connection. It became apparent that beyond the assumed (or hoped for) wider impacts of connectivity, there isn’t a baseline or goal for the ways connectivity can be used. To illustrate this, the example of care homes, for which Kraydel or other age-tech applications might be beneficial. Discovering that a number of care homes were part of the GBVS, the ways in which a residential care home in 2019 might be taking advantage of the connection were speculated. Were families of residents making Skype calls? Were residents gaming or streaming music? Would it make more sense to younger family members if they knew they could play on their iPad, and show the iPad to their grandparents?

A director of a Yorkshire based care home explained that their connection was really mainly used for daily business; emails, finances and rotas, the only use of the connection in relation to the actual resident experience is when staff scan the QR codes on residents’ beds to confirm they’ve been checked. With very little awareness of the potential of gigabit connections, those who take up the connection are likely to carry on with business as usual, with little acknowledgement of the potential productivity impact on their daily business.

The findings from both residents and businesses are that, apart from a few high level use cases such as games and the entertainment industry, most are using very high speed connections for very limited applications, like emails, finance and online shopping. This finding suggests that better understanding of motivations for use (for example, using a new piece of equipment or developing skills) of the connection could impact ideas about what is meant by productivity. For example, in care homes, there are many connected but not using the connection in particularly innovative ways. There appears to be a gap in knowing how to make the most of the connectivity available especially for traditional businesses like care homes.

Could gigabit-capable connected care homes and other spaces work with companies developing internet connected products and services to realise potential through increased productivity and experience?

From a design perspective, creating products which work on high speed internet like fibre over wifi, rather than 4G which is a lot less stable, relies on the knowledge that potential users will have this connection. In an online survey with residents who have gigabit capable connections, one respondent shared that their connection provoked new considerations about how assisted technology to support them later in life might be supported by fibre. This response suggests fibre has a place in creating dialogue around the ways that internet connectivity can support independence and mobility later in life. The role of fibre connectivity to support individuals, family and community by keeping in touch, for general access to knowledge and for wellbeing can be considered to address the issue of loneliness. Individuals who are socially excluded and may not consider themselves part of their local community can thrive online using connectivity to engage with groups, communities forums and relevant special interest groups.

If industry is aware that consumers have access to high speed internet connections, they can design products and services at high levels with the confidence that their products will serve the members of society who can use them at the level intended. Designing products and digital content that use high data levels or is aimed for use with high speed broadband is enabled through gigabit connected communities.

During a visit to Lancashire, engineers and volunteers from the supplier B4RN were joined to observe a fibre fusing at a farm. The remote rural premises had no prior connection, and so we all got to observe and experience the first gigabit capable connection in the remote residence. This was significant, as we learned that all farm reporting, such as the movement of animals for meat production must be carried out online from April 2019 (Department for Environment, Food and Rural Affairs). Speaking to the farm owners we learned that they owned rare breed cattle and would be looking into the possibility of running a ‘chop boxes’ service (meat delivery) once connected. Animals are now regularly traded online, even on facebook.

Rural businesses can contribute to the digital economy using connectivity to support and achieve entrepreneurial success beyond location specific endeavours, such as local shops. For example, a remote farm which is now looking to trade meat using “chopboxes” of speciality meat online and a service in rural Lancashire which makes and delivers ‘cheese wedding cakes.’

Though rural communities have always been independent and innovative, retaining these qualities under the impact of an aging population can support health and wellbeing through better connectivity, allowing people to continue living in more remote and rural environments as they age.

Facilitating demand

People and communities impacted by gigabit-capable connections who were engaged with on this study include: Older people, Community Councils, Neighbourhood development plan, SMEs (as facilitators of internet use and also consumers) home-workers. freelance and independent workers, special interest groups, those with mental health and specialist health needs (e.g cystic fibrosis) and LGBTQ community.

Consumers with gigabit-capable connections make use of services and products delivered by SMEs and larger companies, who act as facilitators because they give consumers a reason to get connected. Most SMEs encountered in the study reach out to their consumers through online means or provide services which rely on a connection, for example the children’s activity planning app ‘Hoop.’ Though it is a mobile service, it relies on events organisers, parents and venues having access to connections to use the app.

4. Discussion

Spending time in homes, workplaces, families and communities that were recipients of the gigabit vouchers provided valuable insights into the lives of a gigabit connected society. Many of the residents and SMEs that we visited in Lancashire expressed surprise that research was being conducted in their region (rather than online, for example) and were unsure of what they could offer, but were nevertheless persuaded to participate. The general use cases were formed from the beneficiaries themselves, but the engagement with organisations like Nesta, Kraydel, and the Local Government Association inspired the thinking which supports suggestions and interventions to stimulate demand for fibre. Dialogue within DCMS with the 5G team and the Office for Civil Society provided the opportunity to consider a wider reach of the research, for example in addressing the tackling loneliness agenda and the methodology, such as representing and interpreting the potential of 5G connectivity.

The research took a non-linear and iterative approach based on the conversations and direction within the encounters. Dedicating extensive time to multimodality relationship building, for example through phone calls, in-person office visits, emails, WhatsApp messages, and engaging with companies’ social media accounts and online platforms communicated to stakeholders a level of interest and commitment for which the reward was genuine insights, ideas and colleagues with a vested interest. Generating energy around the project supported the role as a researcher with openness, motivation and framing of the bigger picture, others were able to consider the research outside of the formal meetings and research activities to get in touch with additional suggestions and leads.

The dialectogram presents a critical analysis on the benefits of gigabit-capable internet. The outcome shows how people are and are not benefitting. It also shows the activities undertaken which were used to reveal these findings and the locations visited to develop these understandings. This includes the process, activities and people which provided opportunity to learn about lived experiences of faster internet connections. These parts of the representation capture the activities which the researcher took to embody the research, shown in the stakeholder map, methodology and proposals on the top section of the dialectogram. This written report documents the research project but the dialectogram captures the essence of the study as well as acting as the outcome. The main body of the drawing contains insights collected from individuals and their communities. For the viewer, interpretation is enabled by visually presenting the data collection methodology alongside the findings. For example, showing the limitations of who was involved and where the research took place illustrates that this was a segment of the beneficiaries, rather than the experiences of everyone on the GBVS scheme.

5. Recommendations and suggestions for further research

Recommendations and relationships to support benefits of fibre connections:

• Knowledge transfer opportunities and innovation incentives to help people reach benefits In depth understanding of the social infrastructure which can support uptake and development of the physical infrastructure
• As SMEs are found to be facilitators for benefits by providing necessary and desirable digital products there may be an opportunity to communicate benefits of high-speed connectivity through product use
• Gigabit Testbed - benefitting from reliable connections to test digital products and services
• Dynamic network mapping to understand landscape of gigabit connectivity research including academic partners

BDUK communities connector

A role is proposed within BDUK that acts as a connector to navigate between spaces and relationships within the work and ambitions of BDUK and the current work in DCMS, to local bodies, suppliers, SMEs and residents to realise the potential of broadband internet and digital connectivity. Using existing contacts and networks, for example local government bodies promoting broadband; charities working in the aging population; urban yet isolated communities; startups and SMEs in a range of fields, the BDUK connector would form an extensive, dynamic mapping of the reach of BDUK and connectivity. A live, dynamic network across the broad landscape would allow for a clearer vision for infrastructure, supplier marketing and consumer interest to grasp the true benefits of high speed internet and support appropriate, relevant and well spent investment moving forward.

Further research

The following are suggestions for further research or next steps for BDUK in connecting with stakeholders and the wider community for the development of a dynamic and impactful network:

• Develop a ‘social infrastructure’ case studies database, indicating geographic areas and minority and isolated groups online that suppliers could use to target their engagement with communities and local bodies. This could also be achieved through information and networking events.
• Address the question on whether technology is creating or helping digital isolation. It is a great debate, and we will only know the answer to this question with time and through further research. Famileo are making an online-offline newspaper, which reaches a demographic that is not able to engage with skills training to get online, but has found a way to engage them and include them in the conversation with relatives.
• Consider a BDUK or partner publication, campaign or product which encourages and teaches people to ‘make the most of their fibre connection.’ For example, this video for the Superfast campaign offers ”It lets you make video calls, do homework online and stream music, all at much higher speeds - and all at the same time.” People cannot be expected to navigate technical terminology and it is possible to communicate the value of connectivity through other languages and means.
• Form a network, hold events and share learnings. Map the research in the area including the third sector and academia to link to ongoing projects, for example Finding CTRL (Nesta). In 2010 the BDUK study ‘Connecting Gigabit Communities’ will investigate the research landscape for learning about broadband use in rural communities to inform ethnographic study in particularly remote parts of the UK.
• Rural communities are in general very innovative in terms of resources, such as having local farmers help dig trenches for fibre, and that the insights from residents who are part of community broadband schemes were located in a particular demographic. Although this demographic is innovative and resourceful, a criticism of this study is the focus on the typically more wealthy, and thus better educated group who were more likely to benefit from interventions such as fibre broadband installation.

B4RN’s model involves building fibre to the district boundaries using the costs generated from within the communities through fundraising. This means that community funds raised to connect previous parishes will go on to fund the next area, continuing in this way so the whole community benefits, and the chain will not end until the whole valley is connected. This does mean that alongside some of the wealthier gigabit connected communities there was some diversity, however given that the GBVS is offered to support installation costs it does require a hefty capital and a serious desire to connect in the first place. It is reported from some rural communities that persuading neighbours to become interested and apply for the voucher schemes as a group can be a challenge and a barrier to connectivity.

A discussion with the CEO of Bristol is Open invited a perspective from those who are not connected to the internet, and have no desire to be. Large parts of the periphery of cities are without high-speed connections while the main residential and business areas are flourishing. The result of this situation is that many are living without connectivity or without a means to engage digitally for general interaction and social engagement, employment, or health and wellbeing services, contributing to a socio-economic divide. In order to convince residents, housing associations and businesses in these areas to consider taking up connections they would first require evidence of the benefits. This research challenged assumptions about the users in certain communities. For example, as an observation, it was surprising to a) learn about the existence and functioning of the ‘speed test app’ shown to me by rurally isolated and older user groups and then to b) do a speed test and find that even in the middle of nowhere up a hill and in high winds a download speed of 945.36 Mbps at a rural farmhouse was logged.

In discussions with Bristol is Open, it was revealed that there are many without access to high speed connections, and without knowledge about connectivity. In the same city, a very successful business owner who generously shared deep insights and offered to contribute to issues perpetuating a digital divide by supporting those without to learn more about digital tools. This enthusiasm to help others to get connected was seen in the community broadband example (with B4RN) and echoed within other communities. This illustrates the importance of gigabit-capable connections to individuals, and their concerns for their communities and local areas as attractive and appealing places for new business and residents. Introducing high level users of gigabit-capable to those who have yet to realise the benefits, for example, those already connected or considering connecting might offer opportunity for market stimulation and thus the accompanying benefits.

A possible future BDUK networking event/round table discussion series: “Future proofing Care” realising the potential of gigabit capable connections with care home organisations and health/age-tech SMEs. Since this research took place in Spring 2019, there are now available reports of care home experiences with connectivity both in terms of challenges and achievements, during Covid-19 pandemic to support families through social isolation. It is not clear if these examples are using fibre connections and are not representative of all care homes but it is interesting to note development in this area.

Test bed linking: introduce SME digital service trials or projects which require a large number of people on decent connections to test online products and services. The GBVS beneficiaries could be invited to become user groups who have reliable gigabit-capable connections. This would help companies to test internet based products without worries of connections dropping. As a result of relationship building exercises in this research a group of B4RN customers (community broadband) & Kraydel (video calling for older people) have partnered to test video streaming technology in rural Lancashire over a 6 month period in 2019).

Currently, older residents often rely on physical networks, neighbours or younger generations to support them at home by helping them with shopping or driving them to appointments, for example, this is not sustainable for public health and independence of care. Further study could look into particular health cases and how they could be ameliorated with online systems, for example for older people living alone or considering digital options like tracking devices according to health or living circumstances.

Environmental issues: there are a number of studies (including these by Lancaster University and University of Bristol) that show how different internet use affects internet operational demand through energy usage. For example, multi-screening or listening to (but not watching) YouTube videos. Researcher in computing and communications at Lancaster University, Kelly Widdicks has suggested looking at internet tariffs according to data use type, eg. streaming entertainment or for communication, etc.

Constraints and caveats

• During both the rural and urban research encounters, it was not always clear where the gigabit connection itself has directly contributed to the benefits criteria unless subjects were explicit, though many were. In a selection of rural cases and in particular one extremely remote farm on a hill, the introduction of fibre to the premises would be the first internet connection for that location.
• Equally, if a business had gone from a superfast connection to a fibre connection, any ‘differences’ may not have been obviously apparent in the time they have had the connections. This can also be influenced by proximity of a cabinet to the premises-if it is closeby it may be sufficient for their needs. Most businesses in the study had fibre connections for up to one year or less; in rural communities it was much longer, at around two years.
• However, in many cases the strongest advantages of fibre were upload speeds and a higher number of people using the connection and streaming simultaneously which were mentioned as being part of regular use. This indicates a general awareness of the increased capabilities, typically only in business use, and only occasionally heard from those working at home in rural environments.
• The decision not to record the conversations was related to ethical considerations given the timeframe of the study; adequate time would not have been available to transcribe the dialogues.
• Though it had been hoped that the scope of the research would include a broad selection of geographical insights, the original project proposal was revised when it transpired unsurprisingly that the SME recipients of the GBVS voucher scheme were very busy running companies and would not have time to give up for research workshop activities.
• Of the companies who were invited but chose not to be part of the research, responses included that they had not been connected long enough to notice a difference, or simply did not have time to participate.
• People who do not have or will not be using computers cannot be in the same conversation. Research focussed on current senior citizens, which is a short term demographic, given that the next generation of older people will likely have experience and familiarity with computers and digital systems.

6. Annex A - Research tools and selected case studies

Mapping and Analysis

The Thematic Analysis framework was created to appropriately record and locate discussion points and observations from the research encounters in the context of the BDUK benefits analysis framework. The dialogue from interviews and conversations with all of the research participants were analysed using the framework to identify the ways that fibre connections were supporting individuals and businesses, and how it was contributing to the wider community. The framework helped classify the range of topics and insights from the rich and in-depth communications with participants.

Selected case studies

The following case studies participants agreed to their data being used in a report about gigabit connectivity. This is a sample of GBVS recipients experiences and is not intended to be reflective of everyone’s practices with gigabit capable connections.

Computer Club at Broadband for the Rural North

Members of B4RN computer club took part in conversation and research workshop activities at the Broadband for the Rural North office (B4RN). The computer club is a regular meet up for older internet users run by volunteers at B4RN headquarters in Melling, Lancashire. Nearby local residents use it as an opportunity for social engagements. The group members have a mix of jobs and backgrounds, many are retired.

The research activities included: an informal discussion, a technology demonstration with Kraydel, a company who produce video streaming devices for older people, which provided opportunities to learn about people’s use of connectivity for communication purposes; and interviews and mapping workshop activities with computer club members and village champions. The findings were firstly understanding about the value of the connection to those communities personally. Due to their remote locations, being connected is really important to the people living there. Fibre connections are the only way to get online in many of these areas, most of the local residents also contributed by volunteering to physically dig the trenches for fibre. A local “village champion” told us that demand for broadband is “as high as demand for fixing potholes and that says something!”

The use cases in this community were generally ‘low level’ for example using online governments services, online banking, and communication for example, local campaigning and promoting events. The computer club is positioned as a social opportunity to meet others and learn how to use technology. Most members brought along their own devices, for example a tablet however this is also an event to learn about new technologies and services. Adam from Kraydel showed the group how their video streaming technology worked and received many questions. From this experience at the club, the company has set up trials to test their product with a rural community. The computer club is a place where people could learn more about how to make the most of their fibre connections. The computer club as a social space is important for rural communities- a member of this community shared that before everyone had home connections people would go to a school to get online, for example for their online shopping orders. A potential dis-benefit of connections at home mean that people living remotely could miss out on face to face interaction.

Aubrey and Helen’s Farm, Roeburndale

This is a cattle farm in a very remote location at the top of a hill. The farmers are simultaneously residents, broadband consumers and an SME who employ local staff- we met a blacksmith attending to a horse. The research activity carried out to learn more about the value of connectivity at this location included observing a fusing with B4RN at the remote farmhouse (fusing refers to splicing together optical fibres ensuring light passes through evenly and is not scattered which allows the connection to enter the premises). This afforded informal discussion and observations with farmers in their own home and on the farm including staff members. We learned that the farmers had previously been using their mobile phone hot spots, or going to neighbours to use their connections. Since all farm reporting, for example information on animal movement/ meat/milk parlour production must be done on line since April 2019 (as per Department for Environment, Food and Rural Affairs) the farmers felt they had to get a connection. Though the connection was now essential for business reporting it also offers potential opportunities for future plans and development. Helen explained that they breed rare cattle and would now be looking to do direct sales online both for meat and to bypass cattle auctions by trading online.

Residents in village of Barbon

Barbon is a small village with about 200 residents. It has a village shop and cafe, a pub and the village hall. Eight residents at one of the participant’s home met to take part in a discussion. The research activities included engaging participants, who were mainly retired couples and people living alone, ages ranging from 60-90 in individual and group discussion; and a ‘log book’ page was filled out participants to learn more about their positions and backgrounds beyond their internet habits as a way of understanding the value of connectivities in this group. This group shared insights about low level use, and was a mix of those technically able and interested in fibre connection and technology and those who were not. The use cases in this group were mainly for communication. For example, facebook, the news, entertainment, language learning and assessing historical and academic resources. One participant did not have a fibre connection, was not interested and still on a copper connection. She expressed that she couldn’t see the value in changing. Another couple said that they had taken the connection as it came past the door but they “don’t notice a difference”. Another participant showed how the connection meant she was able to carry on working, and feeling connected to her professional and personal communities using online tools, even after retirement. Showing that she was able to live remotely but feel part of her community which is elsewhere-online provides a mutual space. We heard how the connection enabled families to connect physically as well as helping people to connect virtually - “my daughter can work from home online while I help with the children.”

Church Mouse, village cafe, shop and meeting hub, Barbon

Church Mouse, once a dying local shop has been transformed by the owner Jules into a space which is at once a village store, cafe and deli and hosts events. For example, PC Doctor sets up once a week to offer tech help. It’s a place to meet up and supper clubs are held in the summer evenings with groups travelling from as far as Kendall to attend. To learn about value of connectivity for Church Mouse research activities included an interview with the village shop and cafe; local ‘hub’ owner; a visit to the cafe and shop; and observations and conversations with staff.

We learned about the challenges of running a rural business. Jules told us “As a rural business there’s no passing trade, you have to be the destination,” “it’s about creating work opportunities in rural communities” and “staff can be hard to retain in isolated communities.” She explained that hosting events like the PC doctor “helps our sales and promotes his trade,” activities which enable people living remotely to also stay independent. Alongside the shop and cafe, Jules and her husband have an online business selling cheese wedding cakes. They rely on the internet and social media for this as they sell and send the cakes across the UK. The connection at Churchmouse allows its owners to be flexible and versatile and enabled future planning. As a potential dis-benefit Jules expressed that the connection makes it possible to work anywhere at home “there’s no physical gap between work and home” so they make a point of switching off after work and spend time with family. Jules explained that the connection is also used for their children’s homework and it makes it easier to link with the school’s curriculum “The dog can’t eat your homework.” A plus side of their connection is being able to use multi-room audio which enables different sorts of music to be played in different rooms at the same time (their house is attached to the shop).

One Digital and Age UK South Lakeland-Kendall

Age UK are working with Citizens Online, Clarion Futures, Scottish Council for Voluntary Organisations and Digital Unite as One Digital. The aim is to tackle digital exclusion with a particular focus on enabling people using digital technology. Pauline Mort from Age UK in South Lakeland met us to talk through the Tablet Loan Scheme posing the question, “What happens to older people who don’t have children or grandchildren to work the technology?” This is a program where older people are loaned tablets, given training and learn to use the device for example, to look at photos and communicate with family members. To get online, users on this scheme are usually provided with a 4G dongle to connect. After the three month loan, digital champions help them to make choices around getting devices and connections. This is a trigger point to encourage uptake of high speed connections. The approach of providing people with a reason to connect helps people to find value for themselves by getting online.

Suddenly Frogs, Bristol

Suddenly Frogs is a game reviewer and online influencer in the games/entertainment industry living in Bristol. Their brand had 1.3 million YouTube Channel subscribers at the time of the study. To learn about the value of connectivity for Suddenly Frogs, I undertook a semi-structured interview and telephone discussion with this participant. They reported high level use uploading, downloading streaming in gaming, film and TV. Their connection means that they can collaborate internationally, such as starting new professional relationships working with film editors. They mentioned the feeling of a sense of place with Bristol hosting more creative entrepreneurs due to high internet speeds which are available, however they mentioned lack of price choices compared to what bigger cities such as London can offer.

Title Role, Manchester

Title Role is a film and tv production company based in Manchester. They are independent, their work is broadcast to more than 200 countries. A semi-structured interview and telephone discussion offered insights on the value of connectivity for the company. The director reported high level use including sending large files internationally and expressed that they “couldn’t work without” their connection.

Care homes owner

To learn about the value of connectivity, a semi-structured interview and telephone discussion took place with a Yorkshire care home owner who runs two premises. Low level use was reported including staff rotas, scanning QR code on resident’s beds and expressed no plans to upgrade technology in the homes.

Make Shift, London

With local communities Make Shift transform derelict buildings into coworking and events spaces. Insights were collected through an in-person interview in office and site visit. We visited their first site Pop Brixton in London. This is a coworking, retail and entertainment venue. Pop offers online and physical facilities to potential clients and vendors who use the space. Their connection supports a number of communities within the event and co-working spaces as well as daily running of office for staff at Make Shift office. They emphasised the community focus of their business for example, working with local entrepreneurs. Pop Brixton serves its community by providing physical meeting space.

Hoop

Hoop is an activity planning app for children with families. They currently have a London office and the app focuses on London based events but is expanding across the UK. They have a large team and in-house creatives and data specialists. To learn about Hoop we conducted an in-person interview at their office in Clerkenwell in London. Their connection is used for daily operations such as reaching out to customers, emails and finance. Product maintenance-regular In app updates. The owner described the connection as “seamless.”

Craftwork, London

This is a Not for Profit supporting craft businesses and start-ups. The Craft Club is a physical making and events space. Sonia, the owner hosts making session for example for hen party groups and other learning activities. A semi-structured interview and telephone discussion was conducted, and a visit to the creative/event space and further discussion took place. The fibre connection is used to support digital engagement. For example, events promotions, uploading imagery to websites for e-commerce and social media. Sonia connects with other makers and crafts professionals nationally “one of my best makers is in Sheffield and it really doesn’t make a difference”. Sonia left a corporate career to set up this business and the scheme has helped to support that.

Who contributed to this report:

• DCMS Project Advisory Group: a project advisory group approved an approach, tools and offer insight to steer the project to fit with wider BDUK needs. The group also advised on particular case study areas, supplier relations and existing partnerships and relationships related to the sample groups. The group consists of Marion Lean (Lead Researcher), Rich Keyte (Supervisor), Sarah Bark, Konstantina Dimou, Simon Payne, Chris Ward-Brown, Josh Burton, Matt Agar, Toni Peters and Justin Leese.
• SME interviewees: B4RN (Chris and Jorj), Hoop (Max Jennings), London Craft Club (Sonia), Make Shift (Shannon and Daniel), Pop Brixton and Market Peckham (Simon Thorpe), Suddenly Frogs, Aubrey and Helen’s farm, Church Mouse (Jules), Kraydel (Aamer).
• Individuals from Barbon: Anne, Ian, Rick, Linda, Nigel, Len and Sue and Nigel.
• Individuals in Wennington, Wray, and Melling: Peter, Ann, Carl, Arthur, Jim, Stephanie and Bruce.

References

• Broadband for the Rural North
• Gigabit Broadband Voucher Scheme
• Kraydel
• Leavy P. (2009) Method Meets Art: Arts Based Practice Research. Guilford Press.
• Lothian McLean, M. (2020) Imagine Lockdown Alone with no internet -welcome to life in a care home
• https://www.indy100.com/article/care-homes-internet-wifi-elderly-lockdown-isolation-matt-hancock-9520806
• Miller, Mitch. (2019) Dialectograms
• Ofcom. “Getting the most out of your broadband and mobile services
• One Digital and Age UK