SeniorNet volunteers help Rotorua residents fill in online Census forms

Rotorua's SeniorNet volunteers have helped residents overcome the "extreme barrier" of online Census forms.

Instead of a Census collector delivering paper forms before Census day, and then returning to collect them, households were sent an access code letter this year to fill in the online form.

People could also call to request paper forms ahead of Census day instead.

SeniorNet has organised more than 200 workshops nationally to help seniors complete the census.

Mary Nebbeling works through the Census form with SeniorNet volunteer Andy Gilbert. Photo / Stephen Parker

One of those was in Rotorua yesterday, when eight SeniorNet volunteers on rotation offered free support at the Rotorua Library.

At midday, SeniorNet member Keith Garratt said they' had already had 18 visitors in the first two hours.

Pauline and Peter Christie were one couple who sought help.

Pauline said the online form was an "extreme barrier" for them, and "a step too far" from the Government.

"This browser business was our trouble. The word 'browser' kept coming up and we could not get any further," Peter said.

The couple said they would now be joining SeniorNet after benefiting so much from the volunteers.

One of those volunteers was Alan Armstrong, who has been a SeniorNet tutor for more than 10 years.

"There is a great need for IT education for those who are aged over 60 or anyone else who hasn't grown up with computers, to enable them to complete online forms like this," he said.

Armstrong suspected Statistics NZ thought everyone who owned a computer knew how to use it.

"Computer ownership is not an accurate measure. A lot of people don't have the skills they're assumed to have. Stats NZ has overestimated them."

He said the 2018 Census form was more user-friendly than other government forms he had seen online, such as those from the Ministry for Social Development.

Armstrong said most MSD clients he knew did not have mobile or computer access so it was very hard for them to complete applications or renewals.

"One time when I helped someone with a Work and Income form it took me 40 minutes, and I am a professional."

Another SeniorNet volunteer Keith Garratt said SeniorNet had "quite short notice" that its help would be needed by Stats NZ.

"A demonstration would have been really good. We all had to learn on the go.

"It will be interesting to see what comes from the post-mortem."

He said the volunteers were anticipating residents would just need help to get started on the forms, but it became much more than that.

"For the majority, we have had to hold their hand right the way through."

Garratt said privacy issues were posed when volunteers had to ask people about their education and income to help complete the forms.

"We have had to make it clear we are asking about personal information."

He said the online Census rollout was a great initiative but there wasn't quite enough preparation.

"I suspect there is going to be a poor response from some areas and age-groups."

The information collected in the Census is about everyone in New Zealand. It can be used to inform decisions and make plans about services and where they should be.