The definition of digital exclusion in the context of the Hardware Access Scheme is essentially an individual not able to use digital technologies, particularly the internet, due to the lack of access to a device and as a beneficiary of this scheme, it could enhance their lives and contribute to them overcoming other disadvantages which they might face.

The quality of the decision is based on the quality of the referral. The best way is to provide detailed context around the client, their circumstances and how receiving a device could help them overcome challenges that they currently face. As our stock of devices is limited and we want to be able to support those residents in the most need, please ensure that a full and valid reason for referral is included. All referrals are assessed by a human, although we may use automation for routine tasks, like the email updates. 

Examples of detailed reasons are what the beneficiary will use the device for; how it will benefit them now and, in the future; whether they already have any devices available to them either at home or within local facilities they can use; which eligibility criteria they meet and how they meet the digitally excluded criteria, any specific employment outcomes they may achieve, how it would improve their current life, wellbeing and financial position, what they would use the laptop for. Such details must be included with every application. 

For the Education Pathway, details can be included such as: what year they are in and what subjects the laptop will support with, whether they have any siblings who would also benefit from the laptop, the financial situation of the family and why a laptop cannot be acquired elsewhere, details of any homeschooling and the plans in place to ensure learning continues, if the young person is engaged with any KCC teams, details of any EHCP or educational frameworks put in place that a laptop would support with. Such details must be included with every application. 

If we receive reasons that are limited and with little detail, then applications that are made on behalf of your clients are more likely to be declined, as we are unable to make an informed decision due to lack of information. Please do not use copy and paste reasons for referrals, as this again gives us little to work from to ensure we are maximising the benefit of the scheme. Please note that we check all applications we receive for AI generated reasons and outcomes. The more personal effort put in to an application, and in depth details of the need of the client, the better chances of acceptance. 

Only eligible professionals can make a referral to the scheme on your behalf, examples of eligible professionals can be found below: 

• Local council or Local Authority employees
• Charity employees
• GPs and specialist doctors
• Teachers or Lecturers
• Case workers
• Employment Advisors

Please note that Councillors or elected officials cannot make referrals.

You can refer in anyone that meets the criteria in one of the below eligibility groups. 

Group A1: Financial Hardship

To be eligible for this criteria group, you must:

• be digitally excluded
• be aged 18 or over
• be a Kent resident, permanently living within one of the 12 local authorities covered by Kent County Council
• be in receipt of means tested benefits, or your household income is less than £40,000 per annum before tax
• not have more than £1,000 in savings

For this eligibility group, we only acccept professional referrals.

Group A2: Veterans

To be eligible for this criteria group, you must:

• be digitally excluded
• be aged 10 or over
• be a Kent resident, permanently living within one of the 12 local authorities covered by Kent County Council
• be a veteran or be a direct relative of a veteran within the same household (we will require service documents or a valid HM Armed Forces Veteran Card to evidence this) 

For this eligibility group, we only acccept professional referrals.

Group B: Education

To be eligible for this criteria group, you must:

• be digitally excluded
• be aged 10 to 16 (or up to 25 with an Education, Health and Care Plan (EHCP))
• be a Kent resident, permanently living within one of the 12 local authorities covered by Kent County Council (this excludes Medway)
• be in a household with an income less than £40,000 per annum before tax
• be in a household that does not have more than £1,000 in savings
• be in education and/or training, and meet one of the following statements:
  • have a special educational need or disability
  • be eligible for free school meals
  • be eligible for pupil premium funding
  • be a young carer
  • be aged 14 or above and have been identified as at-risk of becoming NEET (someone who would not be in education, employment or training)

For this eligibility group, we only acccept professional referrals.

Group C: Not In Education, Employment or Training (NEET)

To be eligible for this criteria group, you must: 

• be digitally excluded
• be aged 16 to 18 (or up to 25 with an Education, Health and Care Plan (EHCP))
• be a Kent resident, permanently living within one of the 12 local authorities covered by Kent County Council (this excludes Medway)
• not in education, employment or training; and actively engaged or have a willingness to actively engage with Kent County Council's NEET Support Service(s)

For this eligibility group, we only acccept professional referrals.

Depending on demand, we usually provide a decision within 10 working days of the referral being made to either progress or not progress. You (and where applicable the professional referrer) will get an email outlining this once a decision has been made. Please note that delays in providing the consent form for professional referrers, may delay us in processing our decision. 

• Universal Credit
• Jobseekers' Allowance
• Employment and Support Allowance
• Pension Credit
• Housing Benefit
• Council Tax Support
• Personal Independent Payments
• Disability Living Allowance

In exceptional circumstances, yes we do. However, we make an assessment on a case by case basis. It is worth providing as much detailed context around the client, their circumstances and how receiving a device could help them and others in the household overcome challenges that they currently face. As our stock of devices is limited and we want to be able to support those residents in the most need, please ensure that a full and valid reason for referral is included.

Currently a maximum of five referrals can be made by any one professional during a seven-day rolling period.

Yes. Professionals must ensure that the beneficiary being referred into the scheme are aware that the device is being provided by Kent County Council's Digital Kent team, that they understand our privacy policy and that they will be contacted for monitoring and evaluation purposes. In addition, we require explicit consent to be sent to us before processing applications - you need to use our downloadable consent form. Failure to notify the beneficiary could result in future referrals from your organisation being automatically declined.

Currently no. We are looking at how we can do this in the future, such as a Device Loaning Scheme.

We strive to provide 2-in-1 devices (can be used as a tablet and a laptop). However, it depends on what laptops are available in the market at the time of purchase. In addition, we purchase remanufactured devices that are carbon neutral and officially certified (and BSI kitemarked). 

These are generally a Lenovo Yoga 11e (with 11.6" Touchscreen). 

No. Devices will run on the Windows operating system, with no other software installed. If you require specialist accessibility software, please get in touch with us. 

If you require Microsoft Office products, you can go to office.com and sign up for the free version of Microsoft 365. 

If you require Google Doc products, you can go to google.com/docs/about and sign up for free. 

Each device gifted by the Hardware Access Scheme is supplied with a limited 12-month warranty and any faults must be reported using the My Warranty Claim Form.

For any issues that are not covered by the warranty, we are unfortunately unable to support with. 

Digital Kent will be able to help residents that need digital support. There are a few options, including: 

• Digital Support & Support - where clients will be matched with a Digital Champion or one of our team. 
• Community Sessions - where we are facilitating or supporting a community session, which clients can either drop-in or book onto. 
• Digital Hubs - where we have established 'Hubs' (usually in a local library), which clients can book into. 

Approximately every three months each recipient of a gifted laptop will be sent an evaluation form, either in the post or electronically, which needs to be completed and returned to Digital Kent. These forms focus on the benefits of gifting a free device to you, such as improvements with education, employment, household finances, or health and wellbeing. This will enable Digital Kent to evidence the impact we are having and secure our Schemes into the future to continue to help other residents.

Emails can be sent to hardwareaccess@kent.gov.uk, including your reference number in the subject line. You can also contact us by telephone on 03000 410 950.