Scottish 4G Infill Programme Evaluation

8 Stage 2: Focus Groups / Interviews

8.1 Overview

8.1.1 As set out in Chapter 5, Stage 2 of the research involved a series of follow-up online focus groups / interviews with residents and businesses identified during the Stage 1 surveys.

8.1.2 As with the surveys, the focus groups / interviews were designed to gather information on the outcomes and impacts of S4GI and the extent to which the project is achieving its Investment Objectives. However, while the surveys aimed to gather a representative sample of data, the focus groups / interviews aimed to explore the topic areas covered within the surveys in more depth and gather individual experiences.

8.1.3 This chapter provides a summary of the findings from the focus groups. The narrative is structured into the following broad themes:

• Broadband Connectivity
• Mobile Connectivity
• Mobile phone use
• Benefits of 4G
• Disbenefits of 4G
• Continuing challenges for those unable to access 4G

8.1.4 A detailed summary of the approach to the delivery of the focus groups is included in Chapter 5. In total, six focus groups / interviews were held with ten participants in total. It is noted that only one business attended and comments relating to business benefits / disbenefits should therefore be considered in this context.

8.2 Broadband Connectivity

Improved connectivity

8.2.1 In total, four of the ten focus group / interview participants said that they had upgraded or would be upgrading their broadband connection following the delivery of S4GI. Of these, three indicated that they had switched to EE and one had not yet switched.

8.2.2 Of those who had changed, all three noted improvements compared to their previous connection with two stating that they or their partner were now able to work from home having previously been unable to do so. However, one noted that while hardware tests indicated an excellent connection, at certain times of day, connectivity was unreliable or too slow to work properly.

8.2.3 One participant also stated that while their connection had improved, they were locked into an expensive broadband contract which was data limited and that this was an issue when visitors come to stay, with insufficient data available for everyone to use the internet.

8.2.4 The fourth participant indicated that they would be using 4G to change broadband provider as their current connection was too slow to function properly. The change was intended to aid the setting up of a new business.

Little to no difference

8.2.5 Two of the ten focus group / interview participants stated that S4GI had made little to no difference to their broadband connection. However, it was unclear if these individuals had upgraded their broadband connection following the delivery of S4GI. Both participants reported connectivity being particularly slow / unreliable at times of peak demand e.g. during the evening and one respondent noted that the connection was not reliable for working from home / business use.

No broadband connectivity and choosing other options

8.2.6 Two participants (a resident and a business) stated that their connection had not improved since the delivery of SG4I.

8.2.7 One had already moved to Starlink^[63] for business purposes due to there being no signal or connection in their area. It was noted that the lack of connection (prior to moving to Starlink) had been a constraint on their business, with

• “the only work around …[being] to get in a car and drive until you find a signal”

8.2.8 The other participant was considering Starlink due to having no broadband connectivity. During the focus group, they had to move next to their broadband hub but still struggled to receive a steady enough connection and often dropped off the call. They were unable to access 4G inside or outside their home, host calls for work clients, and / or carry out activities on a higher bandwidth.

8.2.9 It was worth noting that two respondents to the survey who had initially indicated they would take part in a focus group subsequently emailed to say they had moved to Starlink because of issues with the 4G broadband connection and would therefore no longer attend the focus group. One of these stated that the 4G broadband connection had initially been sufficient for their needs but that connectivity subsequently declined resulting in their move to Starlink and the second said that the mast which had been erected via S4GI had been out of action for a considerable amount of time and they had therefore elected to switch.

Existing fibre connections

8.2.10 Two people noted that they had an existing fibre broadband connection which provided strong connectivity and therefore did not need the 4G connection to improve their broadband. Of these, one noted that they only use the 4G connection when outside or away from their fibre connection and the second noted that they can only access 4G mobile in certain locations due to limited connectivity in their area.

8.3 Mobile Connectivity

Complications with Contracts

8.3.1 Three participants had upgraded their smartphones to take advantage of 4G connectivity, and one participant had bought a mobile phone for the first time having previously had no need for a mobile due to there being no signal.

8.3.2 As with the Stage 1 surveys, issues with having to sign up to specific MNOs were again highlighted within the focus groups. Participants noted the issues associated with being locked into one provider or having to choose from a smaller pool with resultant price implications. One participant noted that they changed provider to EE when the mast was switched on, as they were aware this was the only way to make use of the mast and another was looking at different operators, but felt they were locked in because they had to sign up with whichever MNO operates the mast.

Topographical Barriers

8.3.3 As with the Stage 1 surveys, issues with being able to access 4G due to local topography were also identified by participants, with some attendees benefiting from full connectivity and the connectivity of others more limited.

8.3.4 Where masts were visible from housing, connectivity was reported as more reliable. Geographical barriers such as living in valleys, by the cliff edge, or in dips behind hills were the main factor in lack of 4G mobile connectivity.

8.3.5 In some areas, participants reported a lack of 4G connections inside the home and patchy 4G outside, having to rely on Wi-Fi calling and text messages instead. One participant said how they lived in a tourist location and had noticed visitors struggling with losing signal.

8.4 Mobile Phone Use

8.4.1 Most participants commented on how their usage of their mobile phone and the usage of other people that they knew had increased since the delivery of S4GI, particularly where broadband connections were unavailable / unreliable.

8.4.2 Participants identified a wide range of activities undertaken using 4G connectivity including listening to podcasts, accessing, and reading the news, checking emails, booking events, sharing photographs, using YouTube videos for DIY tips and Google searches, keeping up with friends, and learning a new language on Duolingo. One participant also noted that they use their phone for educational purposes, including researching articles and YouTube.

8.4.3 One participant noted that their own mobile phone / tablet use and that of their daughter had considerably increased and that they now use these devices for everything including reading, researching and communicating with friends.

• “it has made life busy as you are always able to do something such as watch TV or do online shopping”.

8.4.4 One participant noted that they have tried to restrict their mobile phone usage, due to the potential for phone use to get addictive but had certainly noticed a change in lifestyle.

8.5 Benefits

Access to online banking

8.5.1 A large number of participants noted that they use 4G (predominantly on mobiles) to access mobile banking. This was felt to be particularly useful where bank branches were a long drive away. However, while identified as beneficial, it was also recognised that the availability of online banking may have contributed to a reduction in the presence of physical banks and therefore the availability of in-person banking in rural areas.

Online shopping

8.5.2 Several participants had noticed an increase in online shopping.

8.5.3 Three participants commented on the impact on local shops. Two said that they still use their local shops for immediate groceries and had not noticed a reduction in usage from the local community. It was suggested that this may be because the area is popular with tourists and footfall is therefore higher. Another participant noted that online deliveries had not impacted local shops, due to a lack of amenities in the area in the first place with the closest supermarket being a long drive away.

8.5.4 While several participants had noticed an increase it online shopping, it was also noted that online deliveries were still not possible in some areas, limiting the potential for online shopping in some locations. One person noted that use of online shopping and delivery of groceries was more prevalent among elderly people in the community, or those who are not able to drive due to age, access to a car, or illness. Another raised concerns about the environmental impact of more online deliveries.

Ability to attend health appointments

8.5.5 The ability to access online health appointments using NearMe, the video consulting service was identified as a key benefit:

• “[use of online health appointments has been] vital over last year, especially when weather was bad or really busy with work. It means I do not have to take the day off for an appointment far away, say in Inverness.”

8.5.6 The participant further noted that there are more clinicians available via virtual appointments and that as a result you are generally seen more quickly and do not need to drive around the area as much. As well as herself, the participant has also assisted her elderly parents to access NearMe.

Community Activities, Social Cohesion, and Interaction

8.5.7 The benefits of improved connectivity with respect to community activities, social cohesion and interaction were highlighted by participants.

8.5.8 Connectivity was described as “life-changing” by one participant, and only having a positive impact on the local communities, with improved connectivity giving more options to people which were previously not available.

8.5.9 Participants described better connectivity with family and friends. For example, one participant noted that they can now regularly video call a friend in Australia while another gets to call their grandchildren and be part of bedtime routines.

8.5.10 It was noted that new WhatsApp groups now help with social connectivity amongst rural communities, including sharing information, and setting up group activities such as yoga classes, badminton groups, shopping excursions or shared shopping orders, as opposed to sending out physical flyers. New online messaging boards have been set up, which were not possible before, to share messages, and offer support.

8.5.11 One participant described how their community council now meets online in winter when bad weather could lead to unsafe and dark roads to travel to an in-person meeting. While the participant said they didn’t enjoy the online meetings as much due to the lack of human interaction, the benefits of still being able to meet / attend were recognised.

Resilience

8.5.12 As with the Stage 1 surveys, the resilience benefits provided by 4G were also identified by a number of the participants. It was noted for example, that the weather often leads to power cuts, landslides, and road closures and that the availability of mobile connectivity means people can still access services, safety updates, and communicate where broadband is unavailable. It was noted that local community groups share information about road closures or incidents via WhatsApp and social media such as Facebook. It was also noted that it is possible to hotspot from phones to laptops in such instances.

Safety and Security

8.5.13 One participant said how mobile connectivity meant they felt safer when engaging in their hobby (sailing) and more secure on the water being able to contact someone in case of emergency. Another had not considered the impacts on their personal safety but had noticed it was easier for hikers to access remote areas through apps like AllTrails and feel connected in case of emergency.

8.5.14 Another said how improved connectivity and access to social media had enabled people to demonstrate support for others / raise awareness following a recent spike in criminal activity in the local area. One participant who owns properties said that connectivity had also added a level of security, with the “ability to link security cameras and access the footage”. Another added that they could be further away from their home and work on their land, and use cameras to know when deliveries were due, rather than wait at home.

Working from home / setting up own business

8.5.15 Where a reliable connection to 4G was available, the SG4I Programme was described as having a positive impact on work and business.

8.5.16 One participant who works for a multi-agency firm highlighted that she can now join calls at work, due to her stronger 4G broadband connection. This participant used to travel for work but because of SG4I, she is able to work from home full time.

8.5.17 Another participant who is starting their own business specifically emphasised the benefits of 4G connectivity:

• “I wouldn’t be able to send files without 4G connection, or do what I do without 4G, so it has given me confidence to pursue my own business.”

Visitor numbers

8.5.18 Two people noted that they had noticed an increase in visitors where they live and it was noted that from a digital point of view, the area was easier to publicise through social media. One participant commented on their area going viral as it has been easier to advertise that the northern lights are visible from the area. However, while the increased connectivity had helped encourage more visitors to the area, it was noted that “the roads and infrastructure haven’t kept pace with the volume of people that want to visit the area”.

Impact on decisions to move to the area / vitality of rural and island communities

8.5.19 While most respondents had lived in their current location for a relatively long time, and therefore the improved connectivity offered by S4GI had not been a factor in their decision to move, several commented on the importance of connectivity for attracting people to the area. Three participants (residents) noted the importance of connectivity for the long-term sustainability of rural and island communities:

• “Connection is critical to island communities, if you want younger working age people to live in rural communities.”

8.5.20 One participant noted how they had heard of younger people moving back to the island now that they could work from home and be connected although it was unclear as to whether this was directly a result of S4GI or wider improvements in broadband connectivity.

8.5.21 Comments were also made about the importance of connectivity in terms of people’s decision to stay in the area:

• “It has made the area plausible to live in – you are not at a disadvantage from living there. The ability to online shop, get deliveries, and work from home has enabled us to live in the area more comfortably and is a factor in allowing us stay in the area.”

8.5.22 This respondent and one other noted that if they were to move again, connectivity would be a key consideration, in part because they now work from home:

• “Having digital services would impact the decision if I was to move as I work from home to some extent.”

8.6 Disbenefits

Community Activities, Social Cohesion, and Interaction

8.6.1 While, as discussed above, a range of benefits with respect to the above were identified, some participants also highlighted disbenefits.

8.6.2 For example, there was a concern that messaging via a mobile phone, and the internet more generally had taken the place of phone call conversations. One person felt conflicted about the perception of a real connection versus a digital one, and how greater mobile connectivity led to a feeling of being less connected:

• “…because it’s easier to do a superficial sharing of photos, and messages than it is to take the time to have a conversation with someone. I think I’m more distant from relatives because of this form of communication which is popular and accessible, and I do think we are losing something fundamentally real.”

8.6.3 Another echoed this sentiment adding:

• “…distance is created by being focused on phones rather than social engagement, and we are now able to see more of everyone’s lives”.

8.6.4 One had concerns that they do not engage or interact with the community as they much as previously did, even if community forums help address this void in communication.

8.6.5 Similarly, one participant highlighted a specific example of a film group which was unsuccessful because “it had such low attendance as most people could watch the film on Netflix; the idea that it is important to meet up with others is disappearing.”

8.6.6 However, views on the subject were mixed, with one person commenting that in remote areas, 4G mobile connectivity does not replace face-to-face contact as there were few people to speak to locally in the first instance and that as a result “general connectivity and the increase in the use of smartphones outweighs the negatives”.

Differential impact on those of different ages

8.6.7 Some participants noted concerns that elderly neighbours do not have access to broadband or smartphones, and would not know how to use them, meaning that they would be digitally excluded. One participant said they help some elderly neighbours who are not connected to the internet with tasks. Another has noticed a digital skills gap in the older demographic, particularly with services such as banks as these are predominantly online with the nearest branch over two hours’ drive away. This participant said how they help their parents (who are in their 80s) with services such as online banking.

8.6.8 One participant did however note that local people are available to help with IT issues, and the local community school runs sessions to improve IT skills. Another said how they would expect to see a gradual escalation of IT skills, with younger people being more IT literate and able to help families and friends with any issues.

Visual Amenity and Environmental Impacts

8.6.9 One participant highlighted concerns around the potential environmental impacts of installing masts in extremely rural locations where there are no population centres:

• “We have towers being installed where there are no houses. My reservations around this are around the supposed need to blanket cover the landscape with mobile connectivity, with the argument of making hill walkers safe. If we don’t have an area that is untouched by human intervention it might be difficult in the future to determine the cause of problems, such as the impact of installation on animal populations, interactions etc.”

8.6.10 Concerns around visual amenity of the masts were raised by another consultee who felt that the consultation process was poor and concerns raised by the community had not been adequately considered. The participant noted that the community had requested one small mast but while, for environmental reasons, only one mast was installed instead of four as originally intended, it was larger than needed:

8.6.11 “The result has been a larger mast, in a scenic area, which does not cover the whole area and has to be serviced by 12 telegraph poles, rather than the 4 that was suggested by the community.”

Coordination with the Shared Rural Network Programme

8.6.12 One participant questioned a lack of coordination between the SG4I Programme and the Shared Rural Network (SRN)^[64].

• “Any masts with the SRN that are ready to go could augment what SG4I is doing for the area … it is great having the S4GI Programme, but there are 20 masts with the Westminster Government that are not being connected to the Scottish government masts. This [SG4I Programme] is a great scheme, but why is there no connection between the two rural networks?”

8.7 Continuing challenges for those unable to access 4G

8.7.1 While not a disbenefit per se, a number of continuing problems were identified for those who were still unable to access 4G connectivity. For example, the business attendee who had been unable to access broadband via 4G noted that this has impacted their local holiday cottages, noting that prospective holiday makers had been put off by the lack of connectivity:

• “when we say [broadband connectivity is]… not good some say they are not coming, so it’s a constraint on bookings, and [while there is a ]… minority [that] don’t want a connection for a break, … they are the minority.”

8.7.2 This participant noted that eight businesses (including their own) had moved to Starlink after the S4GI masts installation, due to limited 4G connectivity in their area. The limited connectivity was said to be due to topographical issues, despite being in the SG4I boundary. It was noted that other businesses in the town are reportedly “struggling on with the limited connectivity”.

8.7.3 One participant noted that the lack of connectivity in their area, due to topography, was negatively impacting their experiences in the property market. They were in the process of carrying out home improvements and noted that elements of this depend on a secure internet connection. For example, installing smart meters to understand energy and water usage, and consequently carry out works to improve their Energy Performance Certificates (EPCs). In Scotland, new regulations will mandate all privately rented properties to meet a minimum EPC rating of ‘C’ by 2025. The participant noted that their BT landline connection is not strong enough to connect smart meters; and the SG4I Programme had not improved connectivity, for either improved broadband services or through mobile 4G. The participant described this as imposing a disadvantage on homeowners:

• “they are disadvantaged and discriminated against because of their location, and economically disadvantaged as if the signal was better, this would remove the need to pay for a landline.”