Assisted digital is not about creating a new service or channel
Assisted digital is about creating a sustainable and practical way to support someone to use the same digital service that confident users access.
Assisted digital research should not be mistaken for accessibility testing
An assisted digital user is someone who needs help using a digital government service. This includes people who are offline with no digital skills, and people who are online but have limited digital skills.
Assisted digital research should not be mistaken for accessibility testing. The audience for accessibility testing includes users who access the service via a range of assistive technologies (eg screen readers or voice recognition software). There are many people who use such technologies but are digitally proficient and don’t need assisted digital help.
Assisted digital support is delivered in 2 key ways:
over the telephone, with someone guiding the user through the service or inputting information into a system on their behalf
in person, through a home visit or at the support provider’s location (eg high street or office)