The Issue...

Ofcom's work on access and inclusion covers a wide range of issues, with the Access and Inclusion team working with colleagues from across the organisation. These are all important issues for consumers, and range from access to broadband and mobile, emergency mobile roaming and services for disabled consumers. In 2009 Ofcom brought these different issues together under one project in order to more clearly articulate its priorities in this area and to take a more consistent and co-ordinated approach. The Panel was engaged with Ofcom throughout this process, commenting both on the overarching approach and providing feedback on the particular issues within that broad approach. 

Our Objective...

To help shape the priorities for Ofcom's access and inclusion work and to ensure that this work is informed by an understanding of the needs and perspectives of consumers, particularly vulnerable consumers. 

Our Current Position...

• Ofcom's work on access and inclusion covers a wide range of issues. Bringing these together under a single overarching project and treating them in a consistent and co-ordinated way is important for ensuring that the needs of consumers, particularly vulnerable consumers, are met.
• It is important that those conducting this work view issues from the perspective of consumers and citizens, and design policy initiatives that take account of the full range of their needs.
• Digital participation is a crucial element of access and inclusion and Ofcom should be clear about how all of its access and inclusion projects contribute to digital participation.
• Universal broadband is also key to access and inclusion. The government's universal broadband commitment is welcome, but should be procured in a way that enables the level of service to be increased easily and efficiently should this prove necessary.
• Ofcom must give the issue of mobile coverage greater priority.
• The work Ofcom has done to prompt industry to introduce emergency mobile roaming is very welcome.
• Ofcom should continue to take a broad approach to consumer empowerment, underpinned by an understanding of people's needs and how they make decisions.
• Ofcom should focus on promoting the availability of easy-to-use and accessible equipment and services, particularly (but not only) for people with disabilities. While Ofcom has limited powers in this area it can still play an important role in persuading stakeholders and providing the evidence base for others to act. Ofcom should also consider making the case to Government about how increased powers in this area would enable it to better meet people's needs.
• The Panel strongly supports the provision of TV access services and values the contribution that they make to enabling people with disabilities to participate in society.

Relevant Links...

Response to Ofcom's consultation on Access and Inclusion, July 2009

Response to Ofcom's Consultation on TV Access Services, Nov 2009

Our Impact...

The Panel's engagement helped persuade Ofcom to bring together their work on access and inclusion. The Panel's ongoing input helped ensure that the work remained on track. The Panel also had an impact through its advice on specific policy areas.  

Our Actions, Outputs and Stakeholder Engagement...

In February 2009 the Panel received a presentation from Ofcom's Access and Inclusion Team on their work in a range of areas, including media literacy, TV access services, universal service, broadband availability and take-up, 999 mobile roaming, and relay services for hearing and speech impaired users. The team also outlined its plans to publish a consultation document, setting out its intention to bring together these different strands of work into a single overarching project treat them in a consistent and co-ordinated way. The Panel gave feedback on the specific areas of work as well as welcoming the intention to bring these different elements together.

In March 2009 issued a consultation document, setting out its five priority work areas for access and inclusion: broadband availability and take-up; 999 roaming; services for people with a disability; a review of the existing universal service obligation in telecommunications; and media literacy. In May 2009 Ofcom colleagues attended a Panel meeting to discuss the consultation and it was agreed that the Panel would submit a response.

In July 2009 the Panel published its response to the consultation. The response welcomed Ofcom's intention to bring together all the issues that have a bearing on access and inclusion under a single overarching project and treat them in a consistent and co-ordinated way. The Panel also commented on a number of those issues in detail. The Panel's response can be found below.

The Panel continued to engage informally with Ofcom's access and inclusion team, providing feedback and monitoring progress.

In November 2009 the Panel responded to a separate Ofcom consultation on TV Access Services. The Panel strongly supports the provision of TV access services and values the contribution that they make to enabling people with disabilities to participate in society.

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