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Addressing digital inclusion in the UK

Insight Published on 20 August 2024

In a society where many of us have access to the internet 24/7 through the phones in our pockets, it’s easy to forget that not everyone has access to the digital world or the skills needed to navigate it. Despite significant technological advancements, digital inclusion remains a pressing issue in the UK, with many people still excluded from the benefits of the online world.

Understanding the digital divide in the UK

The digital divide in the UK stems from inconsistent access to information and communication technologies, leading to inequalities in opportunities, knowledge, and services. This exclusion occurs for various reasons, including limited internet access, a lack of digital skills, or a lack of motivation to engage with technology. Factors such as age, region, socioeconomic status, and disability further deepen this divide.

Despite living in an increasingly online world, large parts of the UK remain digitally disconnected. Shockingly, one in ten adults has never used the internet, with many more missing out on the opportunities that the digital world has to offer. Those most affected by digital exclusion are often older, with non-users being twelve times more likely to be over the age of 65. Additionally, individuals with health conditions or disabilities are twice as likely to be excluded from digital opportunities.

“Around three billion people are digitally unconnected from the rest of the world, which limits them from accessing health and education, to gender equality and sustainability.” - ITN Business

Rural digital literacy issues 

Growing up in a rural village in Scotland, I witnessed first-hand how everything in our community was always delayed - whether it was the post, newspapers, poor TV connections, or more recently, access to the digital world.  Fast forward several years and the same problems still exist, with digital exclusion remaining a significant challenge in rural areas. Limited access to high-speed internet or reliable mobile coverage continues to prevent members of rural communities from connecting, accessing information and participating in online activities.  

Older residents in these areas, who make up a substantial part of the population, often lack the confidence and skills necessary to benefit from technology. This leaves them unable to take advantage of essential services such as online banking, shopping, job applications, seeking advice, or learning new skills. 

Digital exclusion can also exacerbate social isolation. Many people living in rural locations are unable to see family and friends regularly, and without access to social platforms like FaceTime or WhatsApp, they are unable to stay connected with their loved ones.

Healthcare and essential services are also affected by digital exclusion. The lack of internet access means that obtaining healthcare advice or arranging supermarket deliveries is much more difficult, furthering the existing inequalities in rural communities. 

Residents in these rural areas frequently raise these issues and are well aware that to bridge this divide, improvements in broadband availability and reliable mobile phone coverage are essential. 

What is the UK government’s role in the digital inclusion challenge? 

A report on digital exclusion by the Communications and Digital Committee stated that:

“the Government’s ambition to make the UK a technology superpower and boost economic growth is being undermined by high levels of digital exclusion.”

The Committee believes the scale of the problem is a direct consequence of political lethargy. Although the UK aspires to be a global hub for AI regulation, the government lacks a credible strategy to address digital exclusion. 

The situation has worsened with the cost-of-living crisis, leading to more households reducing or cancelling their internet services. Ofcom reports that 6% of households with fixed broadband and 8% with a mobile phone are struggling to afford these bills. Individuals claiming benefits, living with disabilities, or from minority ethnic groups are disproportionately affected. 

The Committee believes that the government’s failure to decisively address digital exclusion is leaving millions of citizens being left behind, with significant impacts on economic growth, public health, and levelling up. Overall, the shortage of digital skills is estimated to cost the economy up to £63 billion annually. 

As online services become more widespread, those who remain offline face growing disadvantages. Currently, 90% of job advertisements are posted online and the increasing use of machine learning in both public and private sectors further marginalises those who are digitally excluded, as they are often underrepresented in datasets. 

The Committee's findings are stark:

  • 2.4 million people are still unable to complete a single basic digital task to get online
  • 5 million workers will be acutely under skilled in basic digital skills by 2030
  • 1.7 million households have no broadband or mobile internet access
  • 1 million people have cut back or cancelled their internet packages in the last year due to affordability issues.

These figures highlight the urgent need for action and cannot be ignored. 

The crucial role of public and private partnerships in bridging the digital divide

Public-private partnerships (PPPs) have emerged as a powerful tool for bridging the digital divide. By combining public sector funding, regulations, and infrastructure with private sector expertise, innovation, and investment, these partnerships are helping to ensure equitable access to digital tools and fostering sustainable community development. 

Travis Heneveld of Geeks Without Frontiers highlighted the importance of broadband for education, health, and economic development, and emphasised the availability of substantial funding for rural and remote communities. The Geeks Without Frontiers' N50 Project focuses on increasing digital adoption through collaborative efforts across various sectors.  

These partnerships ensure equitable access to digital tools and enable sustainable community planning. Initiatives like Microsoft’s Airband Initiative and AT&T’s Access Program provide affordable internet to underserved areas, while the Good Things Foundation’s Digital Skills Pathway, funded by the UK Government, tackles digital inclusion through local support networks and training programmes. These platforms offer free courses to improve digital skills, with public libraries and educational institutions also playing a crucial role by providing free workshops and training.  

By partnering with educational institutions, businesses can develop and deliver digital literacy programmes, offering practical experience through internships and apprenticeships. These initiatives demonstrate the significant economic and social benefits of investing in digital skills and connectivity. 

Supporting digital inclusion projects across Scotland

According to Citizens Advice Scotland, more than half of Scots are unable to use essential digital services due to a lack of skills and online access. In response, the Scottish Government’s £2 million Digital Inclusion Programme will allocate over £500,000 from the Connecting to Care Fund to support seven projects across Scotland. These initiatives aim to reduce health inequalities and improve access to services by promoting partnerships between digital inclusion organisations and mental health or housing services.

Building on the success of the Digital Pioneer Fund, which allocated £690,000 to 13 projects, this next phase targets groups at risk of digital exclusion, including older people, carers, those with severe health conditions, people in poverty, and those affected by drugs and alcohol.  

Health Secretary Neil Gray emphasised the importance of online access and digital skills, especially for healthcare services. Managed by the Scottish Council for Voluntary Organisations (SCVO), this phase will benefit 229 staff and volunteers and reach 720 beneficiaries. According to Digital Health and Care Scotland, supported projects will participate in regular ‘Community of Learning’ sessions to share experiences and inform future service development.

The Connecting to Care Fund will support seven projects across Scotland:  

  • Fife Council - providing digital health tools for older people;  

  • Advocard - offering digital advocacy support in Edinburgh for people with mental health conditions;  

  • Lead Scotland - providing digital learning for people with disabilities;  

  • TACT/NHS Ayrshire - supporting patients and staff in Ayrshire's integrated mental health facility and community hospital with digital tools for self-management; and  

Act now to close the digital skills gap

Digital inclusion continues to be a significant challenge in the UK, and without effective government intervention, the digital divide will only widen. As technology continues to evolve, even those currently proficient may struggle to keep up. The government should not assume that digital exclusion will naturally resolve itself as the older generations leave the workforce or pass away.

In the UK, there are 5 million workers lacking digital skills and almost 2.5 million people unable to complete even the most basic digital tasks. These figures cannot be ignored. The government should follow techUK’s advice and develop a comprehensive, cross-departmental digital exclusion strategy. As techUK’s Deputy CEO, Antony Walker, puts it:

“We have bits and pieces of policy but we do not have a strategy”.  

Immediate and decisive action is essential. The UK government and private sector must work together to bridge the digital divide to ensure that going forward, everyone can fully participate in the digital age.  

Topics

  • Inclusivity
  • Digital
  • Social Value

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