Customer Profile: Ryan, a 32-year-old resident of Salford, found himself disconnected from the digital world. Without internet access, Ryan struggled to find employment and stay connected with his family. His story is a powerful testament to the challenges faced by many in our community.

Support Provided: Ryan approached Eccles Gateway seeking help. A Salford Council Customer Service Officer (CSO), recognised Ryan's urgent need for digital inclusion support. She provided him with a mobile device and a SIM card, granting him access to the internet through the National Databank. This support was not just about providing a device; it was about opening doors to new opportunities and connections.

Outcomes: The impact of this support on Ryan's life was profound. With internet access, he could actively search for jobs, connect with support networks, and stay in touch with his family. Ryan expressed immense gratitude for the device, emphasising how it would transform his future. The support boosted his confidence and ability to navigate the digital world, empowering him to take control of his life and aspirations.

Conclusion: Ryan's story highlights the critical importance of digital inclusion and the transformative power of Salford Council's initiatives. By providing essential digital tools and resources, the Council is not only bridging the digital divide but also empowering residents to overcome barriers and achieve their potential. This case study underscores the need for continued efforts to support digital inclusion and create a more connected and equitable community.

Background: Michael, a gentleman aged 51-70, arrived at Pendleton Gateway in urgent need of assistance. He was struggling to provide a photo of his gas and electric meter for Salford Assist and was unable to contact the company for a crucial job interview due to the lack of a device.

Support Provided: The team at Pendleton Gateway, quickly identified that Michael would greatly benefit from having a smartphone. With patience and dedication, Gill provided Michael with one-on-one training, teaching him how to use the phone, set up his email, add contacts, and download essential vouchers.

Outcomes: Thanks to Gill's support, Michael received his food and energy vouchers directly on his phone, which alleviated his immediate financial concerns. Michael made it to his job interview on time, thanks to his new ability to use the phone.

Impact: Michael was very thankful for the help he received. The support not only solved his immediate problems but also greatly increased his confidence in using digital technology. He learned how to manage his universal credit account and access Salford Assist vouchers, which helped him get out of a difficult situation.

Conclusion: Pendleton Gateway's digital inclusion support changed Michael's life, giving him the skills to handle digital tasks on his own in the future. This case shows how important digital inclusion is in improving the lives of people who face challenges with technology.

Background: Brandon, a 20-year-old recently released from prison, approached Eccles Gateway seeking assistance with food, gas, and electricity. During the application process, the Community Support Officer (CSO), identified that Brandon did not have a phone or contact number.

Support Provided: Recognising the critical need for digital connectivity, the CSO provided Brandon with a mobile device and a SIM card through the Community Calling scheme. The Eccles Gateway CSO patiently guided Brandon through the process of using the device to apply for online support services and stay connected with his probation and support workers.

Outcomes: With his mobile device, Brandon was able to maintain contact with his probation officers and support workers, which was crucial for his reintegration. He expressed profound gratitude, stating,

"‘Thank you so much for your help in applying for Salford Assist and giving me a device to help me stay in contact with my support network to help me get back on track.” - Brandon

Impact: Receiving a mobile device significantly boosted Brandon's confidence and ability to use digital technology. He could now stay in touch with his probation officer, look for job opportunities, and access support services, all of which are vital for rebuilding his life.

Conclusion: Eccles Gateway's digital inclusion support transformed Brandon's circumstances, equipping him with the skills and technology to handle future digital tasks independently. This case highlights the critical role of digital inclusion in improving the quality of life for individuals facing technological barriers.