Vulnerable Consumers Research

Smart Data is the secure sharing of customer data, upon the customer's request, with authorised third-party providers (TPPs). TPPs can typically be defined as organisations who are neither the customer nor original service provider (e.g, the bank)& are offering services to the customer. Authorised TPPs use customer's data to provide innovative services for the consumer or business, such as automatic switching & account management, for example via account aggregation. The incumbent industry (e.g, the service provider such as bank) may also choose to innovate and offer similar services. These innovations will save time, money and effort for customers who can more easily find and choose better-suited deals and manage their money. Consumer vulnerability is the broad term which refers to any situation in which an individual may be unable to engage effectively in a market and because of this, is at high risk of getting a poor deal. There are many different vulnerabilities that can cause a consumer to be unable to engage in a market effectively. The Financial Conduct Authority uses the following as examples of consumer vulnerability: poor health, such as cognitive impairment, life events such as new caring responsibilities, low resilience to cope with financial or emotional shocks and low capability, such as poor literacy or numeracy skills. Although Smart Data intends to improve equality, there is a risk that not all groups will benefit. E.g, the less digitally engaged, such as the elderly, may not use Smart Data enabled services which would mean they do not fully realise the associated benefits. Research on vulnerable consumers highlights that consumers who are digitally excluded may experience a 'poverty premium' due to their inability to access and engage with the market effectively . Over 2021, 5% of the population remained digitally excluded,188 and as of October 2020, 53% of all adults in the UK showed characteristics of vulnerability . BEIS is looking for a partner to conduct research into the issue of how to make future smart data schemes inclusive. The results of this research will be used to inform future smart data schemes on how they can make sure that vulnerable consumers are able to access the benefits. This will be based on evidence and the testing of potential solutions. The supplier will be responsible for ensuring the project fulfils the research aims and objectives outlined by BEIS. The overarching aim is to find out how we can make sure that future smart data schemes are inclusive.

We are running a pre-market engagement session for suppliers on the 27th October 14:00-15:00 held via MS Teams. To register your interest, please email Lauren Middleton ([email protected])

Additional information: The supplier will be responsible for ensuring the project fulfils the research aims and objectives outlined by BEIS. The overarching aim is to find out how we can make sure that future smart data schemes are inclusive. This includes answering the following broad questions to find those answers: 1. What vulnerabilities are more likely to be excluded by smart data schemes? 2. How do we make sure that all consumers are able to access the benefits of the schemes? 3. What scheme characteristics are needed to make sure Smart Data schemes are inclusive? 4. What design features of Smart Data schemes lead to excluding vulnerable consumers? 5. What do app providers and data holders believe are the barriers to Smart Data schemes being inclusive and how to combat those issues? 6. What lessons can be learnt from research to make future Smart Data schemes more inclusive to all consumers?