The A-Zs of digital inclusion

Advocating for the ABCs of digital inclusion at party conferences

It’s party conference season - a crucial opportunity for us to shape the future of digital inclusion. Party conferences are gatherings of politicians, party members and affiliated groups like charities and activists, aimed at rallying support for the party and its mission. 

At the Liberal Democrat, Labour, and Conservative party conferences, we'll be engaging with decision-makers and fellow advocates to champion digital inclusion. With our message loud and clear (you’ll spot us in sandwich boards shouting about the £13.7 billion benefit to the economy if we fix the digital divide!), we'll be asking policymakers to focus on the ABCs of digital inclusion - the building blocks that can close the digital divide once and for all.

So what do the ABCs of digital inclusion stand for? 

A – Affordable access

Access to devices, connectivity and the internet is the foundation of digital inclusion. Without reliable and affordable access, people remain disconnected from essential services, opportunities, and information. 

Currently 2.4 million households can’t afford their mobile phone contract and 1.5 million people don’t have a smartphone, tablet or laptop. Our National Databank and National Device Bank are two innovative solutions offering free mobile data and devices to those in need. However, demand for devices is five times greater than current supply. More needs to be done to help people access affordable devices and broadband at home, ensuring that digital access isn’t a luxury, but a necessity.

B – Basic digital skills

Basic digital skills have become an essential - especially in this rapidly evolving AI age. But barriers such as cost, lack of support, language & literacy challenges and fear of online risk can create significant obstacles for people with no to low digital skills. Motivational and tangible barriers paired with the rate and volume of services that are moving predominately online are exacerbating the digital divide.

And it’s affecting 8.5 million people who lack basic digital skills in the UK. Empowering people with the skills and confidence to navigate the internet is at the heart of what we do, and our basic digital skills learning platform Learn My Way has already helped nearly 100,000 people become digitally included. But to fix the digital divide for good, we need to significantly scale this support so that everyone can feel digitally equal, able and safe.

C – Community support

Community organisations are the lifeline of digital inclusion. They provide free local support to help people learn basic digital skills, access devices and get online.

Over the past few years, there’s been a surge of commitment with over 5,000 community organisations joining our National Digital Inclusion Network. These Digital Inclusion Hubs have stepped up to deliver essential support to their communities, helping people access public services, apply for jobs and more. However, more support is needed to increase the reach of these hubs and ensure everyone knows where to get the help that they need.

Building on the ABCs: the full A-Z of digital inclusion

Affordable access, basic digital skills and community support are the foundations of digital inclusion - which is why we’re advocating for them at this years’ party conferences. And once we have the foundations in place, there are many other barriers that will need to be addressed to fix the digital divide for good.

Let’s explore the full A to Z of digital inclusion.

D – Digital literacy

Digital literacy builds on basic digital skills to include critical thinking. It involves not only understanding how to use technology but also assessing the credibility of online information and using the internet ethically. 

E – Equity 

An equitable digital society goes beyond simply providing access; it must ensure that everyone—regardless of socioeconomic background, geographical location, age, ability, or education level—has fair and meaningful opportunities to participate in and benefit from the digital world.

F – Financial barriers

Beyond affordable devices, broadband and mobile data, there’s several other digital financial barriers holding people back from thriving in the digital world. This can include the cost of digital skills training & professional accreditations for employment, the cost of repairs or upgrades on older devices or tools and software for productivity.

G – Government services

Government services, like scheduling GP appointments or renewing a driver's license, are moving online at a rapid rate. This shift creates barriers for people who lack digital skills or internet access. When we spoke to Rosie, she told us that without getting support at Digital Inclusion Hub, North Somerset Training, she would have been sanctioned for missing emails about her Universal Credit. Ensuring everyone can engage with these critical public services is essential for true digital inclusion.

H – Health 

Digital exclusion can have a severe impact on someone’s health and wellbeing. Digitally excluded people are more likely to experience health inequalities without access to online healthcare resources or services.  We work closely with the Health and Wellbeing Alliance and NHS England to enable and encourage greater access to - and improved experience of - digital healthcare.

I – Inclusive design

Digital services and tools need to be designed inclusively, considering diverse needs such as accessibility features, language options, and usability. Good Things offer free resources such as our doing digital inclusion with people with learning disabilities handbook and accessibility and inclusion guidance to help organisations in and beyond the National Digital Inclusion Network to write and design accessible content.

J – Job readiness

92% of UK businesses say there’s a digital skills gap due to rapidly changing tech developments and a scarcity of skilled candidates. With the right support, many more people would be able to learn essential digital skills for work and enhance their job readiness. Additionally, they must have adequate access to search and apply for jobs online.

K – Knowledge sharing

Digital inclusion thrives on knowledge sharing between sectors. When organisations and communities share best practices and resources, they’re equipped to support more people. We facilitate regular meetups and resource sharing for Digital Inclusion Hubs in the National Digital Inclusion Network. In August 2024, we also organised four roundtables on behalf of the Department for Science, Innovation and Technology, giving stakeholders, decision makers and advocates from the private, public and third sector a space to share their knowledge and insights on what works–and what doesn’t– for digital inclusion.

L – Lifelong learning

Lifelong learning is a crucial aspect of true digital inclusion. As technology continues to evolve, it's essential that everyone is equipped with the skills and knowledge to adapt and participate in the digital world. Good Things recently launched an introductory video as part of a new series of content for people with basic digital skills to learn about AI. 

M – Mentorship

Mentors and peers are so important in helping people gain confidence to use the internet. Many Digital Inclusion Hubs in the Network recruit Digital Champions who not only guide people through digital skills learning, but also to simply listen, understand and offer encouragement. 

N – Networks

Building strong networks of organisations, partners, and volunteers helps expand digital inclusion efforts to reach more people. It’s the reason we founded the National Digital Inclusion Network, work with our strategic partners, and hold close relationships with key policymakers.

O – Online safety

Teaching people how to stay safe online, avoid scams, and protect their personal information is arguably one of the most critical aspects for someone to feel digitally able and safe. The fear of online risk is one of the key motivational barriers preventing people who are new or limited users of the internet from getting online. Our safety and security topic on Learn My Way helps guide people through mitigating “everyday” online risks.

P – Partnerships

We can’t fix the digital divide alone. Partnerships between all sectors - public, private, and voluntary - are key to delivering coordinated digital inclusion efforts and making sustainable change. Since launching our strategy to fix the digital divide, we’ve developed strong partnerships with a number of trusted organisations which has amplified our reach - but we need more help to build a truly inclusive digital society.

Q – Quality of life

Becoming digitally included can improve quality of life. It helps people become digitally equal, able and safe, so that they can be happier, healthier and better off - 96% of people supported by the National Digital Inclusion Network agree. And for some, like Minaj, getting digital inclusion support completely changes their lives through opportunity and connection.

R – Rural connectivity

Rural connectivity must be improved to ensure people living in remote areas have access to the same digital opportunities as those in urban areas. Those living in rural locations often experience other compound disadvantages, such as higher deprivation or infrastructure barriers. There’s more to do to grow the National Digital Inclusion Network in rural areas, and fix the rural digital divide.

S – Social connection

The internet is a lifeline for maintaining social connections. When people are digitally included, they can more easily stay in touch with friends, family and their community, reducing loneliness and isolation. Without a digital connection, Victoria was in a dark state of mind–but once she received a free device with data, she was able to reconnect with her family overseas and find a place in her local community. It made her smile for the first time in years.

T – Tech for social good

Reusing tech for social good creates an opportunity for organisations to tackle two challenges in tandem: the digital divide and the linear economy. Private and public sector organisations can extend the lifecycle of their unused tech while making a real difference by donating it to the National Device Bank, where devices are refurbished and given a second life for people who experience digital exclusion.

U – Understand it’s essential

We need the Government to understand that connectivity is essential by recognising the importance of affordable internet and helping eradicate data poverty. By addressing digital divides and investing in infrastructure, we can ensure that everyone has access to the internet and can participate fully in today's digital society.

V – Volunteers

Volunteers are invaluable in delivering digital inclusion initiatives, offering time, skills, and support to help others get online and build confidence. After getting support at a Digital Inclusion Hub, Nick was empowered to become a volunteer and help others overcome the same challenges he once faced, fostering a sense of connection and shared progress.

W – Wellbeing

Digital inclusion contributes to both physical and mental wellbeing. Through digital access, people can do things like track their fitness, manage stress and anxiety, and access mental health support. Equally important, being digitally included enables people to reconnect with their families, like Samuel did. Samuel’s mental health was suffering without being able to keep in touch with his daughter and grandchildren abroad. The support changed his life drastically.

X – eXperience (user experience)

The user experience (UX) of people with low digital skills must be a critical consideration when designing digital platforms and services. Any organisation–private or public sector– should ensure they are intuitive and accessible to all users, which will enhance digital inclusion.

Y – Youth empowerment

Digital inclusion provides youth with the chance to shape their futures. Empowering young people with access not only helps them succeed individually, but it helps to break the cycle of exclusion. Additionally, it’s not just about access—it’s about ensuring they have the knowledge to navigate the digital world safely and responsibly, protecting themselves from the potential dangers of the online world.

Z – Zero barriers

Striving for zero barriers means that we’re on a mission to help everyone become digitally equal, able and safe, so that they can be happier, healthier and better off!