FAQs

"80% of the questions we get asked on the Information Desk could be answered by StartHere.” Librarian, East Ham Library.

Questions

  1. How and why was StartHere set up?
  2. Which geographical areas are covered by StartHere?
  3. There are lots of statutory and voluntary organisations out there. How do you decide which ones to include in StartHere?
  4. How often do you update the information in StartHere?
  5. How do I know I can trust the information I find on StartHere?
  6. Where can I use StartHere?
  7. The internet is full of information. Why would I use StartHere?
  8. How does StartHere differ from DirectGov?
  9. How is StartHere different from the Citizens Advice Bureau?
  10. How is StartHere funded?
  11. Can any organisation buy a licence for StartHere?
  12. What plans do you have for the future of StartHere?
  13. How come I haven’t heard about StartHere before?
  14. Can the StartHere model be applied outside of the UK?

Answers

1.  How and why was StartHere set up?
StartHere was set up to bridge the gap in the information chain between people who need help and the support that is available. Click here to read the background. Back to top

2.  Which geographical areas are covered by StartHere?      
StartHere is available in both national and local versions. Local information is built onto the relevant national information, and therefore all local versions include the appropriate national information too. There are four national versions of StartHere - England, Scotland, Wales and Northern Ireland.

Our model for building local versions of StartHere divides the UK into 71 local ‘regions’. As of January 2009 we have completed a local version of StartHere for 19 'regions':

 3.  There are lots of statutory and voluntary organisations out there. How do you decide which ones to include in StartHere?
The StartHere service signposts users to statutory and non-statutory organisations. We adhere to a strict editorial policy when researching and selecting the organisations to be included on the system. To see a copy of the editorial policy please click here.

The aim is to provide a wide enough selection of organisations for people to find out where they can get the help they need. By nature StartHere is a continually developing service and new or additional organisations will always be considered for inclusion in the next update (every six months), provided they fit within the inclusion criteria.

Intentionally StartHere does not provide comprehensive data on all statutory and third sector organisations in the UK. Rather, our service is intended to be the first port of call for people with social welfare issues. It contains information on local and national specialist organisations that provide at least one free service to users and to which users can self refer.

StartHere does not list individual schools, childminders, lawyers, doctors, pharmacies etc., since the user will need the advice of an intermediary on which organisations are available to them. Similarly, registered social landlords or housing associations are not listed. However StartHere does tell people where they can obtain this information. Back to top

4.  How often do you update the information in StartHere?
It took over two years to research, collate, format, and then verify, the original national StartHere database. This comprises over 3,500 screens of information signposting to over 1,000 national statutory and voluntary organisations. It is a continually developing service which is checked and updated by our in-house research and editorial team in a rolling programme with all information updated at least once every 12 months. Back to top

5.  How do I know I can trust the information I find on StartHere?

The StartHere database is researched and written by in-house editors. The basic information on health, housing, education and social issues is checked and approved by external experts, who keep us informed on national policy and legislative developments on an ongoing basis. The details for all national organisations are checked with each organisation. The local organisations are researched from existing and publicly available information sources. Back to top

6.  Where can I use StartHere?
Since it formed in 1998, StartHere, the charity, has developed its service to include 4 national versions and 19 local versions.

Each version is delivered through our client network through which organisations buy licences for specific versions of StartHere. This enables them to promote the service to their specific audience – for example, Gosport Borough Council publicise the Hampshire version through their homepage.

Click here for more information on our clients.

It is our firm belief that StartHere should be free to the end user (citizen). Our vision is to deliver this free service via a range of digital media in a variety of locations including:

  • Home and work
  • Hospitals, pharmacies, health centres and doctors’ surgeries
  • Schools, libraries, community centres and on-street kiosks
  • Post office and supermarkets
  • Police stations and one stop shops

Through our clients, partners and projects StartHere is currently available at a number of locations throughout the UK, such as various community and health centres, libraries, prisons and BT street kiosks, amongst many others. We are always working to increase the availability of StartHere and are keen work with other organisations to make StartHere more widely available, to promote its benefits and demonstrate its value. Back to top

7.  The internet is full of information. Why would I use StartHere?
The internet contains a mine of useful information, and search engines such as Google make it easier for users to get the information they need. It has become an essential resource for many and those 'in the know' are sometimes referred to as the Google Generation. But what happens if:

  • you don't know exactly what you are looking for?
  • the information you need is not available on the internet – for example you may be looking for an organisation that can help that doesn't have a website, or any web presence?
  • information is available but is out-of-date or from a non-trustworthy source?

On the other hand there are people who are not engaged with technology, the so called 'digitally excluded'. Research shows that a high percentage of socially excluded people are also digitally excluded. So what if you need help but you haven't got the skills or confidence to use search engines?

StartHere is intuitive, simple-to-use and highly accessible. It contains up-to-date, verified local and national information – some of which is not available through internet search engines.

Our aim is to navigate people – in times of distress and whatever their level of technical competence – through the mass of information out there, and get them to sources of help quickly and easily. Back to top

8.  How does StartHere differ from DirectGov?
DirectGov provides a wide range of central government information and services. As well as government departments, the site links through to relevant third parties that can offer trusted advice and support. StartHere provides an alternative route into government services and also provides information on the services offered by the voluntary sector. StartHere is easy to use and available through a range of digital media, and can therefore help reach the socially and digitally excluded, which other organisations find it difficult to do. Back to top

9.  How is StartHere different from the Citizens Advice Bureau (CAB)?
The CAB gives advice to citizens; StartHere does not give advice but aims to connect people to the agencies best equipped to deal with the problem in hand. The CAB provide face to face services, StartHere does not. The CAB focuses mainly on financial and housing rights and benefits. StartHere covers a much broader range of subjects. StartHere’s unique interactive software programme acts as an intelligent mapping system for citizens needing information and support.

Where appropriate StartHere signposts users to the CAB as a potential source of advice and support, and in this way StartHere acts as a ‘front end’ for the CAB. StartHere believes that the two services work in tandem – StartHere signposts and directs citizens who need support from the CAB to the appropriate (national or local) CAB office. Back to top

10.  How is StartHere funded?    
StartHere believes the service should be free to the end user because those most in need should have free access to find the information and support available to them. The StartHere service – delivered via websites, PCs, mobile phones, kiosks or digital tv – is available to all local authorities, commercial organisations and voluntary organisations, under annual licence with the pricing strategy being determined on a population basis. Back to top

StartHere has, over the years, received charitable donations from some of the largest grant giving Trusts and Foundations in the UK, including The Esmée Fairbairn Foundation, The Gatsby Charitable Foundation, Lloyds TSB Foundation for England and Wales and The Garfield Weston Charitable Trust. This year we have secured repeat grants from The John Lyon’s Charity and The City Bridge Trust as well as new support from The Vodafone UK Foundation. StartHere has also received substantial support from central government with grants from the Department of Health, Defra and HM Treasury. Over the next few years StartHere intends to move further towards its goal of securing a commercial, sustainable business model funded through licence fees. Back to top

11.  Can any organisation buy a licence for StartHere?
StartHere is not just a database but a unique interactive software programme which acts as an intelligent and intuitive mapping system guiding users to the support and advice they require. Licences for the StartHere service are available to statutory organisations, voluntary organisations and companies to enable them to provide StartHere to their citizens, client groups and/or employees. We also offer a consultancy service to design and write other content for your specific requirements. Back to top

12.  What plans do you have for the future of StartHere? 
We have lots of ideas for the next phase of StartHere development. Our intention is that version 2 will be more interactive and feature community-owned information generated by our users. You can read more about our plans for future development here. Back to top

13.  How come I haven’t heard about StartHere before?
StartHere has only recently built a sufficient amount of content to be in a position to deliver a service across the country. Therefore until this point StartHere has not carried out any marketing activities. In the next year we expect the profile of StartHere to increase significantly, both through our own PR & Marketing activities and also through that of our distribution partners and clients. Back to top

14.  Can the StartHere model be applied outside of the UK?
We have no immediate plans ourselves to take StartHere outside the UK; however we would be happy to talk to interested third parties on this matter. Back to top