Baked In, Not Bolted On: Good Things’ Response to the Government’s Digital Inclusion Action Plan

In February, we celebrated the much anticipated Digital Inclusion Action Plan (DIAP) from the Government, signalling their commitment to digital inclusion. With over a decade since a Government published a view on the digital divide, I described this moment in February as feeling like I’ve spent a decade walking in the desert, and now I have been given a big jug of water and a really good map to an oasis. It’s great progress, but it is only the first step.

Since the launch, we have been reflecting on the action plan. Reflecting internally with our experts who have spent years developing digital inclusion services, researching the issue and building strong partnerships to ensure we reach those most in need. Collaborating externally with our wider partners - the hyperlocal organisations committed to supporting people to ensure they have the access, skills and confidence they need to thrive in today’s society; and with our Strategic Partners committed to innovative initiatives (like the National Databank and AI Literacy learning) that address digital inclusion. 

A collaborative approach 

It’s through this time and reflections that we have developed our response to the action plan, submitted this week through the Government’s call for evidence. Over the last month, we have also been working hard to raise awareness of the DIAP with the National Digital Inclusion Network - local organisers who we know are so busy helping people that they might not have the time to respond to the DIAP - but who absolutely need to have their voices heard about the next national steps. Working with members of the Network, through online meetings and shared documents, we also submitted a response on their behalf, ensuring that they have their say collectively. 

Our response 

We agree that the four pillars (“focus areas”) are the right areas, however, much more needs to be done to ensure the holistic nature of digital exclusion is reflected in action for digital inclusion.

We urge the Government to be much bolder and future focused, setting a vision (with targets and milestones) for how digital inclusion can drive not just a fairer modern Britain but also a stronger one with opportunities for all. A future of better lives, an inclusive society and a stronger economy.

We are drawing on the work of Good Things Foundation, our Strategic Partners (Accenture, Vodafone, Virgin Media O2, and Nominet), other partners, and the National Digital Inclusion Network, to show that there is significant knowledge already in place for successful approaches to achieving digital inclusion. However, we are also clear that there are opportunities for innovative thinking, and increased cross-sectoral working. 

We are asking the Government to: 

1. To set a bold vision for a digitally included nation, where anyone can get support to benefit from digital. Digital inclusion needs to be embedded in all Government departments - #BakedInNotBoltedOn.
2. To identify and use critical change moments to accelerate digital inclusion. 2G / 3G switch off, 5G roll out, Public Switched Telephone Network (PSTN) switchover etc. - provide great moments to raise awareness and drive digital inclusion opportunities for everyone.
3. To not risk a postcode lottery in community provision of support: Co-invest in the National Digital Inclusion Network alongside industry partners to provide community-based support for people in need in collaboration with regional and local Government.

And, at the headline level:

• On Skills: The Government should take ownership of the Essential Digital Skills framework for life and work to reflect changes in the online world, now, and in the future. 

• On Access: In addition to action on affordable access to devices, through potential gamechangers like the device charter; access needs to include affordable (and free) data connectivity. There are many solutions out there - and we look forward to sharing and developing those further with the Government: national, local and regional. 

• On Confidence: People should have the knowledge and confidence to seek out support where they need it; and every neighbourhood should have somewhere to get support with digital inclusion. If digital inclusion is baked in, not bolted on, then the Government should be joining the dots between departments, and across policy areas.

• On Digital Services: We urge the Government to ensure all online public services are digitally inclusive, and fully accessible, and that they are rigorously tested with different audiences. The action plan provides an opportunity to embed digital inclusion in all Government and vital services - let’s make sure this isn’t missed.

• On Measurement: The area requiring significant development is on measurements, we would like to offer our, and our partner’s, expertise in helping to develop a core set of indicators to track progress. 

We identified three areas missing from the Digital Inclusion Action Plan: 

• How can we be more future focused as a nation as people and technology evolves? What does a future nation look like, and how can we ensure it is an inclusive and strong nation with opportunities for all?
• How to innovate on funding and financing digital inclusion for the nation?
• What are the explicit roles and interdependencies of the various committees and Departments involved in delivering success for digital inclusion? 

We look forward to continuing investing time into the Government's digital inclusion efforts and sharing our knowledge and expertise as they deliver on their next steps - because the future is digital, and we want everyone to benefit from it.