Digital Champions Programme Transcript

Chapter 1 – Setting up a Digital Champions Programme

[Video title]
Setting up a Digital Champions Programme.

[Introduction to the programme and DC role definition]

At Lloyds Banking Group, over twenty-five thousand colleagues have registered as Digital Champions, pledging to raise the digital skill level of individuals and organisations in the UK each year.

In this series of videos, we’ll give you practical examples and tips on setting up your own Digital Champions Programme. We’ll talk you through embedding the programme within your organisation, getting people involved and supporting them with training and recognition.

[Wider picture of digital skills in the UK today]

The Digital Champions Programme at Lloyds Banking Group is key to our Help Britain Prosper plan.

People in Britain today who lack digital skills are missing out on the financial and social benefits that being online brings.

For example, saving money, finding information, problem solving and connecting socially with friends and family.

For businesses, a lack of digital skills means potentially missing out on revenue and talking to customers online. The more digital the organisation, the better their balance sheet is, the greater their cost savings are and the more likely they are to operate internationally.

[Reasons to set up a DC programme]

You can do your bit by setting up your own Digital Champions Programme in your organisation.

The role of a Digital Champion is to improve the digital capabilities of others whether in an informal family setting, in their community or directly with customers. At Lloyds Banking Group, each Digital Champion takes a pledge to help at least two individuals or organisations each year. This pledge can be amended to suit your organisation.

Together we can help reduce the digital divide of the UK by growing the Digital Champions network and increasing digital capabilities.

[What’s next]
In our next video, we’ll look at how to launch a Digital Champions Programme in your organisation.


Chapter 2 – How to Launch a Digital Champions Programme in your organisation 

[Video title]
How to launch a Digital Champions Programme in your organisation.

[Introduction]

Develop a Digital Champions Programme which aligns to your organisation’s overall strategy. You can embed this into your organisation by creating a logo and brand, setting realistic goals, measuring success and getting senior stakeholder buy-in.

[Getting senior buy-in]

Senior leaders are key to promoting the programme and inspiring colleagues to get involved. Encourage them to embed the success of the Digital Champions into their division or regional strategy by sharing the goals and benefits of the programme.

[Divisional and regional reps]

The next step is to recruit divisional and regional Digital Champion representatives, who will play a key part in driving engagement in their local area.

Your organisation can measure success by creating a process for recording the number of new sign-ups and activity in each area, for example a dashboard showcasing progress of the programme. Give them some simple targets to aim for and set up a league table – a little competition is always healthy.

[Internal processes]

Encourage your customer-facing colleagues to look for opportunities to help customers with their digital skills as part of their role. Support them with training materials so they are able to recognise when customers might need help and how to give that help effectively.

Digital Champions who are volunteering in their local community might need time away from their normal role to fulfill their pledge. At Lloyds Banking Group, we offer a minimum of one volunteer day a year where colleagues are able to complete their Digital Champions pledge. Digital Champions can also help friends and family in their own time.

Signing-up as a Digital Champion can also become part of a colleague’s personal development plan and performance reviews. This is a simple way to showcase the benefits of being a Digital Champion to colleagues.

[What’s next]
In our next video, we’ll look at effective engagement methods and ways you can get your colleagues active as Digital Champions.


Chapter 3 – How to effectively engage and get your colleagues active as Digital Champions

[Video title]
How to effectively engage and get your colleagues active as Digital Champions.

[Introduction]
Getting people involved is all about tactical engagement events and on-going activation including digital skills-related campaigns. Make communication a priority and offer opportunities for your Digital Champions to fulfill their pledge.

[Internal comms]

Effective and regular communication with all Digital Champions is key.

Make it easy for your Digital Champions by creating a one-stop intranet site to host supporting materials and resources such as: case studies, key messages, partnerships, videos and toolkits.

Make use of your existing internal communications channels or create new ones for example a regular update email or newsletter to showcase some great stories and headlines or promote upcoming events.

You can also get people involved by updating them at team meetings with information on how they can help customers, colleagues and communities with their digital skills.

[Engagement events]

Face to face engagement events are crucial to promoting and maintaining the programme across your organisation. Your divisional and regional representatives should be on hand to support the events. This is a great way to get colleagues involved and highlight the benefit of helping colleagues, customers and communities improve their digital skills. These should be consistent in terms of approach but can be adapted for your local region or division.

Posters and banners will help generate anticipation and excitement around events and promotional items like lanyards and pens help generate interest.

Make the signup process at events as simple as possible. We found having a device like a tablet on hand to allow people to sign up instantly worked really well.

[Activation events/ campaigns]

Once you’ve got people signed-up as Digital Champions continue to build momentum with activation events and campaigns. At Lloyds Banking Group, we support campaigns such as, Safer Internet Day and Get Online Week, as well as creating internal campaigns like Digital Champions week.

These campaigns help to galvanise colleagues across your organisation to unite behind a single goal. To fulfill their pledge as a Digital Champion and help increase digital skills across the UK. Supporting a range of campaigns can help target a variety of audiences to support individuals, businesses and charities.

You can use campaigns like these to raise awareness directly with customers or as a great opportunity for Digital Champions to volunteer in their local community, or simply help family and friends during the campaign period.

[Creating opportunities]

To help Digital Champions fulfill their pledge It is vital to create a central volunteering hub and work with partners to provide different opportunities. Organisations such as Online Centres and local libraries are a good place to start, to ensure our Digital Champions have opportunities to share their training and skills with people who need them.

[Partnerships]

Working with partners is key to running a great Digital Champions programme. One of our key partners at Lloyds Banking Group is Good Things Foundation, who are the UK’s leading digital inclusion charity. At Lloyds Banking Group, we worked closely with them to create an online volunteering map, bespoke training material, and dedicated toolkits that are hosted on our intranet site. The team at Good Things Foundation are also regular guest speakers on our Digital Champions Webinars.

[What’s next]
In our next video, we’ll explore how to train your Digital Champions and provide support and recognition.


Chapter 4 – How to train, support and provide recognition to you Digital Champions

[Video title]
How to train, support and provide recognition to your Digital Champions.

[Introduction]
Developing bespoke training materials and toolkits is a key part of the on-going success of your Digital Champions Programme alongside offering plenty of support and recognition of colleagues’ efforts.

[Training]


At Lloyds Banking Group, we offer two online training courses for Digital Champions. The first is a “how to be a great Digital Champion” with hints and tips. The second is to support colleagues to improve on their own digital skills.

It’s a good idea to create a bank of bespoke materials colleagues can access from your dedicated Digital Champions intranet site to help them.

[Support Tools]

It’s a good idea to provide a toolkit with a variety of How to Guides they can use when hosting specific digital skills sessions for example, how to introduce people to social media. You could also create bespoke content aimed at the different groups you are trying to help such as individuals, charities or small businesses.

And always give your Digital Champions plenty of opportunity to ask questions and access inspiring content. A great way to do this is to host interactive Webinars inviting guest speakers to present on hot digital topics.

[Recognition]

Recognition is a really important part of making your Digital Champions Programme a success.

You can motivate people to engage with the programme by integrating recognition with existing schemes. At Lloyds Banking Group, we offer incentives in the form of vouchers when people share success stories and hold a black-tie dinner for our most outstanding champions once a year where we present awards to those who go above and beyond

[What’s next]
In our next video, we’ll hear from Lloyds Banking Group Digital Champions about their experience of taking part in the programme.


Chapter 5 – Our experience as a Digital Champion in Lloyds Banking Group

[Video title]
Our experience as Digital Champions in Lloyds Banking Group.

VO: In this chapter we’ll hear from Digital Champions about their experience from taking part in the programme.

Denise Dunne: “I think for me it’s such a simple thing. Its things I do every day. Its talking to the kids about internet safety, it’s getting my dad to buy things online. So it’s really, really simple things.

Shaun John-Baptiste Defreitas: “Being a Digital Champion means to me that I can give back to our local community and I can support my colleagues in making sure that they are ready to support others”

Wayne Withers: “We are there to raise awareness amongst the public of what they can do online and the wonders of the internet, but also to be able to keep them safe”

Aaron Thurston: “All you have to do is look around you at the world to see that every day it is becoming more and more digitally advanced. Digital Champions are available to give top tips and advice on how to use things like computers, laptops and tablets or generally getting online and using online services.”

Zak Mian: “It is easy to forget or perhaps take for granted, how comfortable we are and how key digital is to the things we do every day at work. It is easy to make sure that we can use all that knowledge to help people who have become, for a whole collection of reasons, just less familiar with digital.”

Wayne Withers: “It pushed me on to learn far more about the internet, to learn far more about internet security and a lot of people don’t realise how much they can do and how safe it can be, if they know what they are doing.”

Denise Dunne: “It is so simple and it makes such a difference when you have one of our elderly customers come through [the branch] and you are able to talk them through some very basic steps and make a real difference to their experience. I find it very rewarding.”

Sanaa Khan: “So I volunteer at a local primary school in Pudsey working with a qualified teacher, teaching kids how to code which could potentially influence them in the future if they wanted to do something like that. It gives them the opportunity to have a taster of it.”

Chris Kempster: “I’ve had a big impact in helping over 200 children to learn about how to use the internet in a safe and proactive way.”

Wayne Withers: “At the end of last year we did a two day event in Cwmbran [wales] and we dealt with an excess of 5,000 people over two days.”

Denise Dunne: “We had the guys talking together in team huddles and we also did really good thigs called ‘Digital Depots’. So a ‘Digital Depot’ is where a couple of colleagues come together in a canteen or atrium and the ‘[Digital] Champions’ set up their stalls and it was a peer to peer information sharing session but also a great opportunity for them to talk about the great things about Digital Champions, how they could get involved and what difference they could make as well so it was a really, really good recruitment tool.”

Wayne Withers: “Just do it! Do it! Don’t think about it just do it. You can raise your own awareness of what it takes to be a Digital Champion, what it takes to help people in the digital world we are now living in.”