Background
As part of LOTI’s (London Office of Technology and Innovation) ‘Data Week’, a survey was conducted by the Insight and Intelligent team to understand how Barnet residents feel about data collection and use.
The survey used Barnet’s Citizen Panel, a group of residents selected randomly to represent the community.
By 2023, 1,138 residents were part of the panel, and starting in 2024, 600 new members will be added each year to keep the panel size at around 2,400 members.
Responses
The survey received 416 digital responses, which were adjusted to ensure they represent the community accurately. The findings have already been used to inform a follow up engagement around Barnet’s Open Data Charter. Additionally, they will also guide future discussions with residents about using data, AI, and digital technology.
- 91% of respondents use the internet daily, with 97% expressing confidence in their internet skills
- Respondents tended to use laptops/computers (89.5%) or a smartphone (87.4%) to connect to the internet
- 61.7% of respondents have a “My Account” with Barnet Council, however, 70.9% have no direct contact with council departments.
Most respondents recognised that data could be used for public good 83%, and for service improvement (88%). However, they’re concerned that that not everyone will benefit equally, and they also don’t feel in control over their personal data.
- Only 29% feel they have control over how their data is used>
- 23% believe all groups in society benefit equally from data use
- trust issues persist regarding private and public sector data use.
Most respondents (81%) felt they had at least some understanding of their rights under UK Data Protection legislation. This is likely because most respondents are confident internet users, with 97% reporting daily internet usage and frequent engagement with data and data-driven technology.
Respondents were more aware of their rights to be informed, access their data, and have it rectified under UK Data Protection legislation. However, they were less familiar with their rights to object, data portability, and protection from automated decision-making. This highlights a knowledge gap and an opportunity to improve understanding of UK Data Protection laws.
- 82% are comfortable with Barnet council on using data to deliver core services (for example bin collections, street cleaning)
- 79% support data use for addressing societal issues
- 76% support data use to tailor services
- 79% agreed with using data to check services are fair to different groups
- 77% of respondents are comfortable with Barnet council using data for automating identity verification
- 64% supported using CCTV to monitor footfall and traffic/vehicle behaviour in Barnet
- 77% were comfortable with matching social care and NHS records
- 70% agreed with matching multiple datasets for enforcement purposes
59% of respondents trust the UK Government to use personal information appropriately.
Generally, public and third sector organisations are also more trusted over private companies
- 85% of respondents trusted the NHS with their personal data
- 76% trusted the London Fire Brigade to use personal information appropriately
- 73% trusted Barnet Council to use personal information appropriately
- 61% trusted Metropolitan Police to use personal information appropriately
- 55% trusted local charities and voluntary organisations based in Barnet to use personal information appropriately
- trust in services acting on behalf of Barnet Council was low at 38%, similar to trust levels for private sector businesses. This suggests further research is needed to understand and address the low trust in these services.
- banks and financial institutions had higher levels of trust 65.3%, compared to other private sector organisations
Trust in institutions varied by age and area of residence, with respondents from more deprived areas generally trusting public sector institutions more than those from less deprived areas.
AI was mostly seen with concern and worry, though some respondents were curious or excited about its potential
A survey by the Centre for Data Ethics and Innovation also found AI to be seen as scary and futuristic, especially amongst those with lower digital familiarity
Concerns were raised over the use of data and AI replacing human interaction, particularly through Ai chatbots and the current council systems and services were poorly perceived
Younger people were more comfortable with AI being used in council processes like information requests and application updates
Generally, respondents saw opportunities for AI and data to improve collaboration across the council and improve service delivery, as long as safeguards were in place
- 72% of respondents were comfortable with Barnet Council using AI-generated responses for general questions or information requests (e.g., answering when bins will be collected)
- 52% of respondents were comfortable with Barnet Council using AI-generated responses to provide updates on applications or contact made to the council (e.g., progress of a planning application)
These findings indicate that Barnet council would need to engage with residents to build trust in AI and ensure alternatives to AI are available and promote transparency.
Additionally, using data more effectively to improve services will require clear communication to enhance understanding and trust in how the council uses data.
Demographic analysis: key insights
Groups with higher agreement:
- Renters, Muslim residents, and those in Brunswick Park, West Hendon, and Underhill showed higher agreement (30% above the average).
Groups with lower agreement:
- Residents in Golders Green, East Barnet, Edgware, and Edgwarebury had lower agreement (40% below the average).
- Residents aged 55-69 had lower agreement on 'use of data' and 'sharing personal information'.
Disabled residents expressed a statistically higher level of agreement with survey questions compared to non-disabled residents.
Conclusion
Overall, these results indicate a broad range of opinions on data use in Barnet, suggesting the need for improved communication and transparency to build trust and understanding about how the council uses data and technology.