Overview
This case study explores how Sunderland City Council partnered with Probrand to tackle digital exclusion through a combination of technology transformation and meaningful social value delivery. By donating devices and supporting community initiatives, Probrand has helped the council expand access to digital tools, skills, and opportunities for residents across the city.
Customer Profile
Sunderland City Council serves approximately 288,000 residents, delivering over 600 services through a workforce of around 5,000 staff. Like most local authorities, it operates across a wide range of public services - from infrastructure maintenance to financial support and economic development.
The council established a Smart City initiative and team, established to improve digital infrastructure and service delivery. The team has already enabled 82% of the city to access full fibre broadband and is currently leading 35 projects designed to enhance residents’ quality of life through technology.
One of their core priorities is digital inclusion. Despite significant progress, around 1 in 4 residents in Sunderland still face barriers to accessing or using digital technology.
The Challenge
When the Smart City initiative began, digital exclusion affected 1 in 3 residents. While this has improved, several persistent challenges remained:
Limited access to appropriate devices
Lack of affordable connectivity
Low digital confidence and skills
The council had already established a network of 37 Digital Hubs in trusted community locations such as youth centres and community buildings. These hubs provide free Wi-Fi and access to devices on-site.
However, a critical gap emerged: individuals attending digital skills courses often lacked devices at home, limiting their ability to practice and slowing their progress. This led to frustration and, in some cases, course dropouts.
The Solution
Following a successful tender through the Government Commercial Agency (formerly Crown Commercial Services), Probrand was selected as a key IT procurement partner. A major factor in this decision was Probrand’s strong commitment to social value.
As part of this commitment, Probrand - working in collaboration with Lenovo - donated £10,000 worth of technology to the council. This included 33 refurbished ThinkPad laptops, carefully selected to meet modern user needs.
The council had identified two primary requirements:
Portable, high-quality devices suitable for tasks such as job applications
Technology capable of supporting modern digital interactions (apps, QR codes, etc.)
Laptops were prioritised over smartphones due to their versatility and ability to support more complex tasks.
Implementation
The donated devices were integrated into a pilot programme aimed at supporting individuals enrolled in a 10-week digital skills course. These courses, delivered in partnership with local organisations, provide one-to-one support to build confidence and capability.
Previously, participants could only access devices during lessons. With Probrand’s contribution, a group of 10 learners were each provided with a laptop to use at home throughout the course.
This approach allowed participants to:
Practice skills independently
Build confidence at their own pace
Engage more fully with course content
Results & Impact
Although the pilot is ongoing, early feedback has been overwhelmingly positive.
Participants have reported that having access to a personal device has made a “huge difference” to their learning experience. Course providers have also described the initiative as a “gamechanger,” enabling them to deliver more effective and impactful training.
Expected long-term outcomes include:
Increased employability through improved digital skills
Enhanced self-confidence and independence
Positive impacts on mental health and wellbeing
The initiative also supports the council’s broader mission to reduce digital exclusion and create more equitable access to opportunities.
Probrand’s Contribution
Beyond the donation itself, Probrand’s approach to delivery and service has been a key factor in the project’s success.
Devices were delivered in high-quality packaging, with a presentation that avoided any perception of being second-hand - an important consideration when supporting vulnerable users. This attention to detail helped ensure recipients felt valued and respected.
The Probrand team was also praised for its responsiveness, efficiency, and commitment to understanding the council’s goals.
“Probrand demonstrated a genuine commitment to maximising value, carefully balancing cost, quality, and suitability across different device options. Their considered approach ensured the scheme achieved the best possible value for money - ultimately enabling support to reach a greater number of people.” – Nicol McConnell (Digital Inclusion Lead, Sunderland City Council)
Looking Ahead
Sunderland City Council is now evaluating the success of the pilot programme, with the potential to scale the initiative further.
Future plans include:
Expanding device-supported training programmes
Establishing a city-wide Device Bank
Exploring additional ways technology can support different community groups
Probrand is expected to play an ongoing role in supporting these ambitions, continuing to align commercial delivery with meaningful social impact.
Conclusion
This partnership demonstrates how technology providers can go beyond traditional procurement to deliver lasting community value. By combining infrastructure, devices, and human support, Probrand and Sunderland City Council are helping to close the digital divide - one individual at a time.