Our annual Impact Review

Our Impact Review marks a celebration of collective progress. Looking back at 2023 - 24, the report highlights our joint successes and achievements, whilst also demonstrating how much more there is to do to fix the digital divide.

A year of progress towards fixing the digital divide

The past year has seen much change, both nationally and for the digital  landscape. In 2024, we’ve seen a new Government, a persistent cost-of-living crisis, and the accelerating adoption of AI which has reshaped the playing field since we embarked on our strategic journey in April 2022.

It’s become increasingly clear that the digital divide is deepening, leaving millions without access to the essential tools for participation in our modern society. However, this need has ignited a remarkable response. We’re proud to see a surge of commitment from community organisations and charities stepping up to bridge the gap. We’re equally heartened by our collaborations with the private and public sector, including our strategic partnerships with Vodafone, Virgin Media O2, Nominet and Accenture that amplify our impact and reach.

This Impact Review marks a celebration of collective progress. At the start of our strategy period, we had a small engaged network of around 700 hubs and we had reached just under 8,000 people. We’re on track to achieve our ambitious goals:

• We’ve connected just under 600,000 individuals with support, over halfway towards our target of 1 million.
• The National Digital Inclusion Network has grown to 5,000 Digital Inclusion Hubs, exceeding our initial target.

Our dedication to innovation has seen our products and services go from strength to strength - making it easier than ever for individuals to access support.

We have given out £5.1m in grants to support Digital Inclusion Hubs and our training and events programme has grown exponentially. We're proud to say that over 300,000 data packages from the National Databank have been given to Digital Inclusion Hubs since the start of our strategy.

"We've made progress, but millions remain digitally excluded. There are still 8.5m people who don’t have basic digital skills to get online, 2.4m households can’t afford their mobile phone contract and 1.5m don’t have a smartphone, tablet or laptop.

With renewed purpose, we’ll continue to advocate for people who are digitally excluded and deliver the highest quality services, hand-in-hand with our incredible network of partners. We can fix the digital divide - for good."

- Helen Milner OBE, Group Chief Executive, Good Things Foundation

Since April 2022, we’ve made a significant impact, supporting 598,000 people on their journey to thriving in the digital world. We’re on track to achieve our ambitious goal of empowering 1 million people by 2025, closing the digital divide and unlocking a world of opportunity.

The growing digital divide

The gap between those online and offline is widening, leaving many cut off from jobs,  education, financial savings, online public services and staying connected. However, there are many reasons why people don’t engage with digital:

• Connectivity data costs and access to a suitable device;
• Lack of basic digital skills needed to get online and make the most of their access;
• Barrier of confidence, having never had the opportunity to learn; or fear about scams
• No motivation, driven by a lack of awareness of the benefits of being online.

But of those that have been supported to get online:

• 92% of people feel more digitally able and/or safe
• 96% of people feel happier, healthier and/or better off

The cost-of-living crisis has intensified the need for affordable devices, with demand for phones, laptops, and computers vastly outpacing supply. We’ve seen this reflected in a surge of requests from Digital Inclusion Hubs – and we’re pleased that almost 400 hubs have joined us to equip their communities.

We know that the people we support don’t have appropriate devices to access the internet. The National Device Bank puts recycled and refurbished tech into the hands of the people who need it, unlocking opportunities and connection.

Collaborating with organisations to empower individuals and protect the planet

We’re grateful for the support of 43 organisations that have donated devices to the National Device Bank, including 14 who have incorporated device donations into their regular tech refresh cycles. This collaboration ensures a steady flow of devices to those who need them most.

The National Device Bank delivers this impact while promoting environmental responsibility. Since we launched the National Device Bank we have:

• Diverted around 100,000kg of e-waste from landfills
• Prevented an estimated 8 million tonnes of CO2 emissions, contributing to a greener future

Since April 2022, we have grown the size of the National Digital Inclusion Network to 5,549 members - marking the achievement of the target we set ourselves for the end of the strategy period.

This national movement to fix the digital divide provides a vital role in supporting people to overcome digital exclusion. Based in communities, hubs are safe, trusted spaces where people can build confidence in using digital through tailored digital support.

Staff and volunteers in hubs offer holistic support, addressing not just digital needs but also wider challenges faced by those seeking help.

Being part of the National Digital Inclusion Network enables hubs to build their capacity to deliver more digital inclusion support, through grants, training and other resources.

We regularly bring together Hubs from across the country, enabling them to connect and learn from each other as well as increasing their understanding of the wider digital inclusion landscape, with access to more knowledge, research and funding opportunities.

• 12% of Hubs are in the areas of greatest need*
• 88% of Hubs are satisfied with being a member of the National Digital Inclusion Network
• 178 training, meet-up and other support events delivered to members of the Network

 *These are local authorities with high deprivation