<blockquote>This article was first published on Shifter.no (04.08.2025). It can be read in full <a href="https://www.shifter.no/nyheter/skal-hjelpe-dnb-a-redusere-15000-daglige-henvendelser/406089">here.</a></blockquote>‍“We see that many of the inquiries could have been solved by the customer himself,” says Rose Paulsen, project manager at DNB. ‍DNB receives an average of 15,000 inquiries from customers every day. Now the big bank will be helped by start-up company Kakadu, initially through a pilot.Kakadu creates simple digital tutorials and collaborates with <a id="" href="https://www.shifter.no/nyheter/kakadu-inngar-avtale-med-tibber-vi-jakter-selskapene-som-gar-foran/386983">technology company Tibber</a> and <a id="" href="https://www.shifter.no/nyheter/kakadu-lander-avtale-med-bankid-vi-hadde-ikke-klart-a-flytte-800000-kunder-uten-deres-hjelp/361057">BankID</a>. The company has also obtained <a id="" href="https://www.shifter.no/nyheter/det-begynte-med-en-epost-til-et-fond-i-silicon-valley-na-har-de-fatt-en-millioninvestering-tilbake/277433">million investment from Silicon Valley</a>.“We want to simplify digital, make it more visible and teach customers how to do it in a simple way. Here Kakadu is worth gold,” Paulsen says.<h3 id="">Will set a new standard </h3>Kakadu says the deal has great value in several ways.“DNB is one of Norway's largest banks, with services that reach the entire population. They have great innovation power and really skilled people, who we get the pleasure of working with,” says Ingvild Erøy, entrepreneur in Kakadu.“Our ambition is to bring the banking and finance industry together around a new standard for digital guidance. With the customer list we have now, it's safe to say we're well underway,” Kakadu says.‍<h3 id="">30,000 are asking the same </h3>One of the things DnB customers most often need help with is blocking cards, approving e-Invoices and BankID. These three Kakadu has now created tutorials on. Paulsen says that DNB receives 300,000 inquiries about BankID in a year. Kakadu has done a case study for bank customer guidance, where the company has calculated that one customer support call costs NOK 300, and that 90 per cent of customers will be able to get help from Kakadu's guides. “Thus, companies can save a lot,” says Ingvild Erøy, one of the entrepreneurs in Kakadu. DNB will disseminate information such as the guides to Kakadu by means of SMS, on the website, via bank advisers and in response in the chat bot on the website.‍<h3 id="">To be tested until September </h3>We are trying to make it accessible on all surfaces. Our customers will be very happy if they can solve things on first contact, so we are working to achieve that in cooperation with Kakadu,” says Paulsen. The guidance will be tested until September and the bank will measure the results achieved, before it is appropriate to proceed with a fixed annual agreement with Kakadu. Erøy says that DNB was clear that a pilot was important before an eventual acquisition of an annual license. “We have opportunities to do pilots in cooperation before purchasing an annual license. It's about getting started quickly to help people,” says Erøy.‍‍‍

Kakadu has signed an agreement with DNB for digital guidance for private customers

Aims to help DNB reduce 15,000 daily inquiries 

<blockquote id="">This article was first published on Bankshift.no and can be<a id="" href="https://www.bankshift.no/nyheter/inngar-nytt-teknologi-samarbeid-det-kan-spare-bade-kunder-og-radgivere-for-en-darlig-samtale/366600">read here.</a></blockquote>‍BN Bank and Kakadu have partnered to reduce digital outsourcing gap. The collaboration involves the bank usingKakadu's tool to create step-by-step guides to help digitally insecure customers, while relieving customer service.‍An example is how to digitally sign a document. It can be complicated to explain to customers when we are not sitting together and it is difficult to make them confident in the process over the phone. That's why we have created a supervisor at Kakadu that we can send to our customers,” Signe Jepsen at BN Bank explains to BankShift.‍It is she who creates the guides that are located both on the websites of BN Bank and on Kakadu's websites. The cooperation, which is in its initial stages, has already yielded good results. In the first three weeks, the supervisors had 37,514 page views, and 96 percent of users reported getting the help they needed.‍Head of the call center at BN Bank, T om Erik Jordhøj, points out that supervisors should not replace customer advice.‍“Digital outsourcing is a problem that is increasing in scope. T technology is evolving at an ever faster pace and can be demanding to keep up, even for those under 70 years of age. That's why we create these guides. Customer advice by phone on, for example, digital signing can last for 30-40 minutes. Here, supervisors can be a better option and it can save both clients and advisers from a bad call, says Jordhøj.‍<h2 id="">Not effective with video</h2>Kakadu already has experience from cooperation with BankID, and BN Bank knew about the platform before the partnership started. Kakadu offers a solution that allows banks to create and publish supervisors without the need for their own developers.“When Kakadu was started in 2020, during the pandemic, the starting point was that there had to be a better way to teach digital skills. We quickly found that videos are often uneducational and costly to produce. With Kakadu, users can easily follow the visual steps at their own pace,” explains Kakadu Product Manager Tina Rødland.‍Jordhøj and Rødland, point out that the companies share common values and the same goal of digital inclusion. It is BN Bank itself that creates and updates all the guides, but Kakadu provides them with a platform that ensures quality and ease of use.‍---- Why not just post it on their own homepages without Kakadu?“They have a good presentation for the supervisors that we can post on our websites without our own developers. If we were to do everything ourselves it would be much more complicated,” Earthhigh replies. Kakadu offers a subscription-based service, and BN Bank takes a greater social responsibility by sharing its expertise on anti-fraud through guides that can benefit others as well.‍<h2 id="">Increases understanding in the bank</h2>When BN Bank looked at the possibilities for a collaboration, they put together a list of ten challenges for which they would create a supervisor.“It was quick to create that list, and it made it easier to get the project done,” explains Jepsen of BN Bank.In addition to reaching out to customers with supervisors who can guide them through digital waters, the process of developing supervisors has also increased their understanding of where the challenges lie within the bank.“In meetings we have had with our marketing department about this project, they have also gained a better understanding of where the shoe ispresses. I think that's good,” Jepsen smiles.‍

BN Bank has partnered with Kakadu to assist customers who are digitally insecure.

Enters into new technology cooperation: - It can save both clients and advisers from a bad call

Government strategy Digital all your life (2021) defines digital competence as knowledge, skills and judgment. The strategy, which intends to increase digital participation and competence in the population, emphasizes that digital skills are a prerequisite for participation in work, education, community life and various social contexts.‍<h2 id="">Five skill areas for digital literacy</h2>The Directorate of Education defines five skill areas for digital competence. It's about being able to digitally use and understand, find and process, produce and process, communicate and interact, in addition to exercise digital judgment. ‍<h2 id="">Skill areas in digital skills</h2>Use and understand involves being able to use and navigate digital resources inside and outside networks and safeguarding information and data security. Digital resources can include digital equipment, software and digital measuring instruments. Furthermore, it involves following digital form requirements to emphasize and convey messages using effects, images, sound, illustrations, tables, headings and bullet points.‍Find and treat involves acquiring, processing, interpreting and assessing information from digital sources, exercising source criticism, and using source citation. Information from digital sources can be information from text, audio, image, video, symbols, interactive elements, or raw data from records and observations.‍Produce and process It involves being creative and creative with the use of digital resources. This involves creating digital products using digital resources, either through innovation or further development and reuse.Communicate and interact means being able to use digital resources for communication and interaction. Digital interaction involves the use of digital resources to plan, organise and carry out learning work together with others, for example through co-writing and sharing.‍Exercise digital judgment It involves following privacy rules and showing consideration to others online. It is about using strategies to avoid adverse events and to demonstrate the ability to ethically reflect and assess one's own role online and in social media.‍<blockquote id="">Source: Basic Skills Framework (Directorate of Education)</blockquote>

Digital competence is about making use of digital technology. Technological changes and increased digitalization impose demands on knowledge, skills and understanding. Being able to use ICT equipment, interact, understand and orient ourselves online, use functions on various websites and develop digital judgment is essential for mastering a digital everyday life. 

What is Digital Competence?

<blockquote id="">This article was first published on the Norwegian Smart Care Cluster website and can <a id="" href="https://www.smartcarecluster.no/aktuelt/2024/2/digihjem-digital-inkluderin">read here.</a></blockquote>‍<h2 id="">DigiHome project</h2>Digi Rogaland has received a grant from the Ministry of Local Government and the District to work on increasing digital participation and expertise. The purpose of the grant is to establish low-threshold tutoring offerings for people with little digital expertise. In this context, the DigiHjem project was created, and the Norwegian Smart Care Lab has been given the role of project manager. ‍<h2 id="">Collaboration with Kakadu and Sensio</h2>Digi Rogaland has established a partnership with Kakadu, where training materials in Kakadu's solution will be developed and tested, with the goal of helping residents who are struggling digitally. Kakadu has developed recipes that will provide users with step-by-step guides so they can learn how to adopt new technologies. The project explores whether municipalities with digital recipes can save time and resources when it has been adopted to adopt location technology for a family where someone is affected by cognitive impairment. Sensio's mobile security alarm (Safemate) has been chosen as the welfare technology solution for which guidance materials will be developed. It should be fully tested and evaluated by the summer of 2024. ‍<h2 id="">The value of testing</h2>We have conducted testing with potential users. The purpose of these tests is to further develop the service in cooperation with users. The testing includes step-by-step review of the solution, followed by joint dialogue to collect feedback. These dialogues have revealed what worked well, but also some challenges, which are valuable in the development process. Involving users in the testing is crucial to ensure that the solution meets their actual needs and expectations. Involvement can help create a sense of ownership and increase satisfaction with the final product. This can also increase the likelihood that users will adopt and continue to use the solution in the long term, as it is tailored to their needs.<figure id="" class="w-richtext-figure-type-image w-richtext-align-center" data-rt-type="image" data-rt-align="center"><div id=""><img id="" alt="Sahra fra NSCC sammen med testdeltaker Jan Salve Torgersen" src="https://cdn.prod.website-files.com/65ae59cb595991cd79d474f9/67370b5bc8e8382626532b89_65e068a4b9dd6e38f5339515_digi6.png" width="auto" height="auto" loading="auto"></div><figcaption id="">Sahra from NSCC together with test participant Jan Salve Torgersen</figcaption></figure>“When launching new products or solutions, it is almost necessary that some users have tested it. The fact that NSCL offers companies a user panel of qualified users is useful for continuous product development. It is important to constantly develop and get feedback from the market before proceeding with production”, says Jan Salve Torgersen (one of the test participants).‍<h2 id="">Everyone has to go!</h2>In today's digitized world, access to digital resources and services is essential to fully participate in society. This includes access to education, job searching, government services, health information and social networks. Without access to digital tools and skills, individuals and groups can be excluded from vital resources and opportunities. The DigiHome project is about promoting equal opportunities for all, regardless of their digital expertise.<figure id="" class="w-richtext-figure-type-image w-richtext-align-center" data-rt-type="image" data-rt-align="center"><div id=""><img id="" alt="" src="https://cdn.prod.website-files.com/65ae59cb595991cd79d474f9/67370b5bc8e8382626532b8c_65e068e877890ba8d4a48b5f_Publisering_bilde_Digi_2.jpeg" width="auto" height="auto" loading="lazy"></div></figure>‍‍‍

Digi Rogaland partners with Norwegian Smart Care Lab, Kakadu and Sensio to ensure safe use of mobile security alarms. Testing with potential users is already underway.

Together for digital inclusion, everyone should join!

<blockquote id="">This article was first published on NTB's own website and can <a href="https://www.ntb.no/kunder/sprakteknologi-ntb-arkitekst-loftet-sprkroboten-vr-mange-hakk">read here.</a></blockquote>‍Startup of The Year winner Kakadu offers free step-by-step recipes for digital services such as bank IDs, online stores and travel planners. With recipes and tutorials in understandable language, Kakadu enables anyone to perform tasks on PC and mobile.<blockquote id="">Our goal is to make digital solutions accessible to everyone, and then the language must be easy to understand. NTB Arkitekst makes the language of our solutions clear, clear and inclusive,” says Ingvild Erøy Prestårhus, commercial manager and co-founder of Kakadu.</blockquote>‍<h2 id="">Clear and inclusive language with enhanced language robot</h2>The computer linguists and language consultants in <a id="" href="https://www.ntb.no/kommunikasjon/spraaktjenester">NTB Arkitekst</a> Amongst other things, they adjusted the prompt so that it contained more principles for clear and inclusive language, and they gave the robot a clearer role with more precise instructions. O resultado é que o robot nu criar textos en un idioma intelligible y accessibles.<blockquote id="">NTB Arkitekst's expertise and experience in working with our language robot has been invaluable,” says Prestårhus.</blockquote>‍<h2 id="">Language technology that combats digital outsourcing</h2>Kakadu's goal is to make digital services accessible to everyone, including the elderly and people who, for various reasons, may have challenges participating in the digitized society. By offering clear recipes in clear language, more people will be able to participate in digital arenas, such as shopping for pharmacy products online or logging in to read a newspaper digitally.It is Kakadu's customers who themselves create the recipes for their products and services. In this process, they can rely on Kakadu's language robot, which suggests improvements along the way in their writing and justifies their answers.<blockquote id="">The collaboration with NTB Arkitekst allows us to combine language, technology and user insights to create a service that benefits society,” says Priestårhus i Kakadu. “It makes a big difference for the least digital among us.</blockquote>‍<figure id="" class="w-richtext-figure-type-image w-richtext-align-center" data-rt-type="image" data-rt-align="center"><div id=""><img id="" alt="__wf_reserved_inherit" src="https://cdn.prod.website-files.com/65ae59cb595991cd79d474f9/67370b6ce5df9a82926f497e_664eff23efb8666172ef3fc4_50632264c38c85312deaf1b134c8b1b2dbe3a1bf-8256x5504.jpg.webp" width="auto" height="auto" loading="lazy"></div><figcaption id="">The Gang in Kakadu</figcaption></figure><h2 id="">NTB Arkitekst has helped Kakadu to</h2><ul id=""><li id="">develop Kakadu's clear, clear and motivating tone</li><li id="">Adjust the settings and prompts of Kakadu's language robot</li><li id="">improve the language robot's suggestions and explanations</li><li id="">design a list of difficult and technical words for the language robot to replace or explain</li></ul>Läs mer om <a id="" href="https://www.ntb.no/kommunikasjon/spraaktjenester">NTB's language services.</a>‍‍‍

Can a Language Robot Help Prevent Digital Outsourcing? With the help of NTB Arkitekst, Kakadu has acquired a language robot that ensures clear and inclusive language in guides for digital services.

Language technology: — NTB Arkitekst lifted our language robot many notches

After the internet saw the light of day, courses and person-dependent meetings have been the solution to today's digital problems. This is also the case in 2022, despite the fact that 70 percent want the municipality's guidance offer to be made digitally (Directorate for Higher Education and Skills). Kakadu's collected data from Suldal Municipality shed light on many of the challenges associated with traditional education of the elderly. Suldal is one of 20 municipalities that received funding from the central government to improve citizens' digital skills. In a small municipality, you'd think this would be a fruitful contribution. With good intentions, a skilled administration, and enthusiasts on the team, there have nevertheless been several challenges in stacking a mentoring offer on its feet. It is difficult to find course holders who possess both the right competence and the ability to communicate. There are also no learning outcomes. <h2 id="">Good help, but not sustainable </h2>The digital training that takes place to a large extent is based on informal learning from children and acquaintances or NGOs. Training will be random and sporadic. In addition, there are large differences in local government Norway related to resources and competence bases. It turns out that it is challenging for employees in the municipality to establish permanent, quality-assured training offers to citizens. Several municipalities report that they rely on volunteer resources and third parties to implement guidance. This is due to the lack of necessary skills to conduct digital training. <h2 id="">The offers are not for everyone </h2>A common denominator is that the tutoring offers are varied and resource-intensive, despite the good efforts and benevolence of those who supervise. Another challenge is that, for various reasons, not everyone shows up for physical tutoring offers. Those who need it most may end up being left at home, unaided. For many, having a digital helper in close relationship will be valuable training. Unfortunately, this offer is not open to everyone. In addition, the offer varies in terms of level of competence, educational approach and accessibility. In other words, one of the most used resources is not sufficient. According to the Directorate of Higher Education and Skills, it is also challenging that this form of assistance creates an obstacle to becoming better yourself. The user becomes dependent on informal help structures. Fragmented learning does not contribute to sufficient skill building, despite the good efforts of those who are learning away and those who are going to acquire new skills.<h2 id="">‍</h2>

We know that there are several initiatives in society to raise the necessary digital skills. However, the need for training is huge and growing. In addition, the cost of maintaining concrete individual measures is high. Why is today's education not sustainable enough?

What is the challenge of today's digital skills development?

<blockquote id="">“This article was first published in the handbook “How to Include Everyone in Our Digital Society?” which was a collaborative project between Kakadu, the Norwegian Directorate of Health and Ryfylke IKS</blockquote>‍<h2 id="">How can digital outsourcing be prevented? </h2>I think it's important to recognize that digital otherness is something more than being online or not. There are many degrees of outsidership and one can experience outsidership in some venues and not in others. ‍ It is also important to view digital outsourcing in a larger socio-economic perspective as we see that this form of outsourcing is related to other forms of outsourcing. Therefore, digital outsourcing is a complex phenomenon that requires effort on many levels. ‍ The development of user-friendly digital solutions (universal design) and competence building measures is important and perhaps what is most often thought of. At the same time, it is also important to consider that not everyone has the opportunity to adopt digital solutions. It is therefore necessary that society makes it possible for them to have access to the information and services to which they are entitled. It can be by retaining access analog services or by facilitating the opportunity to get help (for example, by relatives, neighbors, and health care providers). ‍ Today, for example, many helpers venture into gray areas when assisting with financial transactions. Changes are needed both in legislation and in technological solutions that can make it easier to assist those who, for various reasons, are not digital. <h2 id="">How can seniors be motivated to develop their digital skills? </h2>I think it is important that one must directly see the value of using digital solutions in order to be motivated at the same time that training-opportunities must be readily available and that the costs are not too high. ‍ Many seniors have this motivation and actively seek help from their immediate family or participate in various training offers, but surveys (cf the survey Digital competence in Norway from 2021) also show that there is some if not want to develop their digital skills. Some may think that they have a spouse, children and grandchildren to help them and that for that reason they do not need training, others simply cannot bear it. ‍ How to motivate this group, I have no easy answer. A motivating factor for some may be when they discover that they are being left out in more and more areas as more and more functions of society are digitized, but in order for them to actively step in to do something about it, probably more things need to be in place, such as easy access to training and follow-up. I also believe that it is important to work with attitudes, that is, to show concretely the importance of digital competence for having access to information and statutory services. <h2 id="">What needs to be taken into account when seniors develop their digital skills? </h2>It is especially important not to go too fast, that is, to have plenty of time and work incrementally. In addition, it is important to have a lot of repetitions. Seniors need more time for the skills to sit. It is also important that they get help quickly when there is something they cannot do. I also find that many people have little confidence and faith in their own skills. Therefore, it is important to show respect and normalize trial and error. <h2 id="">How can sectors across the board contribute to skills development among seniors? </h2>A little difficult to answer this briefly, but one area for cooperation across the board may be reaching out to people who would not normally sign up for different training offers. For example, health and care services will often be in contact with seniors who are in need of assistance and can assist in finding appropriate training offerings (often run by volunteers) for those who want it. Otherwise, there are many good examples of cooperation between the public sector and NGOs and/or volunteer centres. Here, for example, the public sector can provide premises for courses or other activities. ‍ I also think that a solution that could give people digital help in the home could have helped reach out to more seniors. It applies both to those who would not otherwise participate in training offers, but it would also have helped many when they are stuck. Today, many people do not know who to contact when problems arise, or if they contact suppliers or private actors it can often be very expensive. A form of digital home help/digital response team as a low-threshold offering could have been rigged as a collaboration between the public and voluntary sectors. <h2 id="">What does it take for digital services to help make people's lives easier and more social — not harder? </h2>Also a difficult question, but I think that it is important to continue the work on making the digital solutions more user-friendly (which assumes a large degree of user participation). In addition, it is important to continue to develop different training offers, but perhaps to provide more varied offers based on different needs. ‍ As mentioned in the points above, I think it is necessary to convey the value of some digital solutions to motivate people, but also to put in place arrangements that make it easier to be a helper so that those who cannot use the solutions themselves can access through others. Otherwise, it is important to ensure that those who 'venture out' have easy access to help and support, for example with a digital response team or by establishing easily accessible digital 'help desks' in key locations in cities or towns.<h2 id="">‍</h2>

Professor Elin Thygesen at the Centre for e-Health, University of Agder, has been researching the area for several years. She is keen on targeted moves to include more digitally.

Interview with Elin Thygesen - an expert answers

<blockquote id="">This article was first created and shared by NTB and can be found in full <a id="" href="https://kommunikasjon.ntb.no/pressemelding/18031339/tommel-opp-for-digital-bankid-hjelp?publisherId=15683096&lang=no">here</a></blockquote>‍BanKid's latest solution, BankID app, is now the most common login method with 2.1 million users. But not everyone is happy about moving on to something new. “BankID is a habit and a bit scary to change. What one has always used feels safest, or one simply refuses to switch to something new. With these digital recipes, we believe that even more people will test our newest and safest solution, the BankID app,” says Jan Bjerved, Head of BankID.‍<h2 id="">Digital recipes help</h2>BankID BankAxept today uses the Kakadu service to create digital tutors that work for anyone who dares, almost regardless of digital level. The first version of the guides is located at <a id="" href="https://bankid.no/kom-i-gang-med-appen">bankid.no</a> and <a id="" href="https://www.kakadu.no/bankid">Kakadu.no,</a> and is used by both banks and volunteers who train others.In addition, Kakadu and BankID BankAxept are working together on tomorrow's solution for digital inclusion: a major innovation project that has also been validated and funded through Innovation Norway.The BankID tutors have around 2,200 visitors a day, while the single-day record is 5,600. Altogether, people used digital tutorials on BankID over 200,000 times over the course of a month. Our recipes have an effect! This confirms both users and the speech of the figures. Simplifying is one of the hardest things to do, and here we have put a lot of time into it. We also have a lot of exciting technology under the hood that helps reduce digital class gaps,” says Ingvild Erøy Prestårhus, one of the founders of Kakadu.‍<h3 id="">Elderly people struggle the most</h3>Around 800,000 prefer to use BankID with a code chip. It is the age group over 60 who use the code chip the most, according to a country-representative survey conducted by Kantar for BankID BankAxept. Over 40 percent of code chip users have not heard of the app, and those who have heard of it need help and good arguments to switch to the app: “Good training, both through digital recipes and face-to-face guidance, is essential to keep older users safe. Many go to the bank for help, but also other arenas for training become important going forward. We hope the recipes can become an important resource for anyone who wants to guide others in BankID,” says Bjerved.BankID BankAxept is a partner with Livsjoy for the Elderly, which has created a Digivenn project in which senior pupils share their digital knowledge with the elderly in the municipality. Recently, BankID BankAxept has also signed an agreement with Digna, which will help ensure that information about BankID reaches environments that do not speak Norwegian or English.‍<h3 id="">Practice makes master</h3>Grethe M. Robertsen, who works for Seniornett at Frogner Senior Center, has switched to the app. “I'm working on the Bankid app and have been using it for a long time. It was a little hard to install it, and a bit unaccustomed to finding back to the site I was going to log into. But things are going very smoothly now.Grethe guides many seniors in the use of digital services, and often it is BankID that they need help with. Her advice is to practice every day.“If you want to learn to master the digital, it is important to repeat and use it in everyday life, because otherwise it will quickly be forgotten,” says Grethe.She highly recommends the digital tutors: “I recommend everyone to get help from the digital tutors at Kakadu, they are very good and educational, just what many people need to get started with something new,” says Grethe.Bjerved emphasizes that it is allowed to get help to get started with the BankID app, but that one must never share or show the password to the helper.‍

Many seniors find it difficult to make the leap to BankID app. A new digital aid has got many over the knee; nine out of ten give the thumbs up for getting the help they needed.

Thumbs up for digital BankID help

Despite the fact that most of us master digital travel, research points out that several groups in society lack basic digital literacy. Those of us in question are being sidelined by the digital community. This means that, as a citizen, you do not get equal benefit from the opportunities, rights, services and products you need. For example, it concerns necessities such as paying bills, using NAV's services, booking an appointment with the doctor, getting access to your own tax card, communicating with family and friends, or buying a bus ticket. Everyone should have the opportunity to participate and master the digital everyday — on their own.<h2 id="">The opposite of the intention </h2>While digitization contributes to efficient case management, savings, and short track for the user, it can contribute to the opposite for more. It is known that many people with low digital skills find it difficult to perform digital tasks at government agencies. The experience and purpose of the digital services, becomes the opposite of simplification. This creates digital class divisions and challenges that no one is served with. <h2 id="">What are the causes of digital exclusion? </h2>Some of us are hindered digital participation as a result of linguistic or societal circumstances, while others strive with interest and motivation to acquire necessary skills. According to the report Population's Digital Competence and Participation (Directorate for Higher Education and Skills), people over the age of 60 are one of the main groups with weaker digital skills than the rest of the population. At the same time, it is emphasized that there are great differences between the youngest and the oldest seniors. ‍<h2 id="">European Commission Declaration on Digital Rights and Principles </h2>4The European Commission recently released a Declaration on Key Digital Rights and Principles for the Digital Transformation (January 2022). The European vision for 2030 is a digital society where no one is left behind. This underlines the challenge we face, and the need to take further action to include everyone. ‍

Digitalization of everyday services streamlines and simplifies necessities in life. Digital first choice is an established principle — and means that all suitable services should be offered digitally. Digital communication should be the primary channel for dialogue between citizens and public enterprises, as well as between business and the public sector.

What is digital exclusion?

<h2 id="">Learning to use and understand with Kakadu </h2>Through educational measures and safe frameworks, Kakadu contributes to competence development through recipes based on familiar user patterns from the internet. The purpose is to teach users skills that they can apply to different websites as the same patterns often recur. Examples of user patterns Kakadu encourages its users to apply include menu structure, navigation with buttons, and the use of tabs. These elements are highlighted and designed in the easiest way possible in Kakadu. In this way, users will gradually learn digital structures they will encounter on the internet and will have to deal with. ‍To ensure that Kakadu hits the target audience and is a high-quality skill building tool, the content has been user tested for several rounds. What areas is it necessary to develop skills to master? This has been, and will continue to be, necessary to identify for the best possible insight into what challenges users themselves are experiencing. User tests have also revealed which concepts are difficult to understand, but also which concepts they are confident in. There is a point that Kakadu downplays “technological language” to be as user-friendly as possible. ‍In order to provide the best possible skill building, Kakadu's digital pages are designed with the least amount of “unnecessary” content. It should be easy to focus on one task at a time. In order to be able to navigate smoothly in the interior, it is a point to give users a simple direction. In parallel, users encounter various pegs with guidance where necessary. ‍<h2 id="">Learning to find and treat with Kakadu </h2>Through the use of Kakadu one encounters information with a clear direction. Visual advances, in addition to large fonts and simple language are measures that will make it easy for the user to locate and be able to process the information they encounter. Access to explanations will be helpful if you are unsure. These explanations consist, for example, of what the user is portrayed for, who is the sender and how it works. In addition, the user is met with guidance along the way in the process. Where appropriate, there are several solutions to perform a digital task, based on what the user prefers. ‍<h2 id="">Learning to manufacture and process with Kakadu </h2>Employees who will use Kakadu to produce guidance materials will, in the face of a simple tool, be given an arena for training and road- wiring to those who need it. Kakadu will act as a resource to produce, further develop and reuse necessary content to develop a service for users. In this way, you will learn how to produce and process content with Kakadu, for the benefit of the company, the business, and the users for which it is intended. ‍<h2 id="">Learning to communicate and interact with Kakadu </h2>In the work with Kakadu, interaction as a concept has stood strong. The solution wants to enable seniors to take a bigger part in everyday life that is increasingly becoming more and more digitized. By teaching partially digital users how to effectively adopt online services, Kakadu wants to give them back control of everyday tasks. For the users themselves, of course, this is of extremely great value, but for society as a whole this will also strengthen democracy through interaction, communication and participation for all. ‍<h2 id="">Learning to exercise digital judgment with Kakadu </h2>Kakadu as a learning resource provides guidance in general digital navigation, network intelligence, judgment and online security. By developing user skills and a greater understanding of digital tasks, Kakadu will additionally provide users with training in separating information on different web pages. It's a point to learn to distinguish what information is important and what is the “extra fill” on web pages users operate on. Depending on the task we want to solve, there are different elements that one is made able to recognize. ‍

The Directorate of Education has defined five skill areas for digital competence. These are about being able to digitally use and understand, find and process, produce and process, communicate and interact, as well as exercising digital judgment. Here we highlight how Kakadu contributes to skills uplift based on these basic digital skills.


How do Kakadu's tutorials help less digital ones solve puzzles?

<h2 id="">Digitalization can stand in the way of democratic participation</h2>‍ Technology allows even more people to participate in democracy. For some, the opposite happens. Those who are then already standing outside will become even more vulnerable, and fall from. Besides contributing negatively to public health, the problem of digital outsourcing can pose a threat to freedom of expression and participation in democracy. Public debates, news, public life and public speaking in general take place more digitally. A digital divide exists in our society. The distinction runs between those who can take full advantage of an accessible and secure digital space, with a full range of services - and those who can't. The COVID-19 pandemic revealed a new “digital poverty”, making it crucial to ensure that all citizens can leverage the digital transformation for participation in our democratic society. <h2 id="">The challenge will not go away </h2>It may be close to thinking that the challenge of digital outsourcing will disappear with today's seniors. Much suggests that this is not the case. In just ten years, for the first time, we will be more older than younger. Technology is advancing at a furious pace. The requirement for what are considered basic digital skills is increasing. In order to follow the digital development, everyone will need opportunities for skills development, but the needs will vary. In other words, it will not be enough to master today's digital solutions if tomorrow's technology looks completely different. The distinctions between digitally competent users, and non-or partially digital users, will become even clearer. ‍ <h2 id="">We are no more digital than the weakest link</h2>Although most people are engaged in an increasingly digital everyday life, society as a whole will be no more competent than its weakest link. It becomes important not to run from those who have the most need to hang out. This is not to say that we should not develop society in a more digital and efficient direction. On the other hand, we need to build the digital society with tools that work. We are many who need to help include more. <h2 id="">A practical example </h2>In February 2021, Oslo Municipality asked the first priority vaccination group to register digitally to receive the COVID vaccine. This became challenging for many. The target audience at the time was seniors between the ages of 75 and 84. Among other things, one would have to click on a link in an email, use BankID, use two-step verification with a PIN sent to SMS on the mobile phone, create a new PIN code, as well as give consent to the use of a number of personal data by several public service providers. It was learned that many were insecure in the face of this digital task. The case is a prime example of why a digital skills boost for seniors is needed.<h2 id="">‍</h2>

How well does the digital community work if someone is outside? The divide between those who stand within, and those who stand on the outside of the digital community has rapidly widened. Our community is supposed to be inclusive. The welfare state's public schemes should be available to all. Then it is important that the entire population has sufficient skills to apply the necessary services. It is a societal problem when public services, social events and democratic participation in society become inaccessible to more people.

Why is digital exclusion a societal problem?

In our recent webinar, we debunked three popular myths around digital inclusion: “It only applies to the elders”, “The problem is not SO big for us”, and “We have great designers who take care of this ourselves”. We highlighted how these misconceptions can hinder real progress in making digital services accessible to all. Bjørn Granlund, Head of Marketing at BankID Bankaxcept, shared how BankID has helped 370,000 people with user guides, revealing the key to increased practical execution power among a customer group that often needs a little extra follow-up.Furthermore, Andreas Sandvold, Product Manager Payment at Sparebank1 SR-Bank, presented how they handled the transition from disposable code app to BankID app in an inclusive way. With over 50,000 customers getting the help they needed, this proved to be a success story in digital inclusion. Tina Rødland gave an introduction to the collaboration and how progress and success are measured.‍<h2>Watch the webinar here</h2><div data-rt-embed-type='true'>
<script type="text/javascript" async src="https://play.vidyard.com/embed/v4.js"></script>


<img  style="width: 100%; margin: auto; display: block;"  class="vidyard-player-embed"  src="https://play.vidyard.com/dq3iMRp7W1KZsU5rqy8ZRf.jpg"  data-uuid="dq3iMRp7W1KZsU5rqy8ZRf"  data-v="4"  data-type="inline"></div>‍<h2 id="">Are you considering helping with the digital skills promise?</h2>Do you want to know more about our cooperation with BankID or SpareBank 1 or want to know more about Kakadu? Get in touch and we can look at how your company can easily work with digital inclusion. <a id="" href="https://utforsk.kakadu.no/kontakt-oss">Get in touch with us here</a>

On Tuesday, June 11, we gathered in Kakadu people in the financial sector for a digital webinar. Together with representatives from BankID and SpareBank 1, we explored how Kakadu has assisted them in their work with digital inclusion.

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