Digital Futures for Good - Final report

Welcome to Digital Futures for Good

 

Foreword

To participate fully in society, people need digital connectivity, access, and skills. But we're in a world where digital transformation is accelerating while digital exclusion grows deeper. Millions struggle to afford internet access and millions more lack basic digital skills. Digital exclusion is a challenge we cannot afford to ignore. 

 

Digital Futures for Good, our flagship conversation series, was born out of a simple, but urgent question: how do we ensure digital inclusion remains high on the policy agenda, especially in a general election year? The series, which ran from March to December 2024, brought together thought-leaders from across society to imagine a world where digital exclusion does not exist. Each conversation explored best practices, bold ideas, and the policy changes needed to close the UK’s deepening digital divide. 

 

To dig into the policy positions necessary to fix the digital divide, we asked every guest: If you were Prime Minister, what would you do in your first 100 days to fix digital exclusion? 

In spring 2024, the political landscape shifted. A general election was called, and the focus changed from imagining future policy to scrutinising the present. We started to ask, What should the new Government be doing now to enact meaningful, systemic change and ensure no one is left behind?

 

I spoke with world leaders, respected politicians, global influencers, and with members of the National Digital Inclusion Network. Their real-world experiences showcased the everyday barriers people face in getting online and the need for solutions that are rooted in lived experience. Their voices grounded our discussions, reminding us that behind every statistic is a person who might be struggling to navigate our increasingly digital world.

The Government's Digital Inclusion Action Plan, launched in February 2025, signals a commitment to change and some first step actions. I anticipate that the next step will be long-term solutions of the kind our Digital Futures for Good participants often spoke of - sustained, systemic, cross policy, multi agency, cross sectoral. The conversations in this series have reinforced my belief that fixing the digital divide is not just possible; it is essential. 

 

This report captures the key insights and policy recommendations from Digital Futures for Good. I hope it inspires you as much as these conversations inspired me. I encourage you to watch the videos of these powerful conversations to hear first-hand the insights and perspectives. 

 

I would also like to extend my thanks to our strategic partners Vodafone, Virgin Media O2, Nominet, and Accenture whose support made this series possible.

 

Helen Milner OBE
Group CEO, Good Things Foundation

Acknowledgements

Thank you to all of our attendees, participants and organisations that supported, including:

Interviewees:

• Andy Burnham | Mayor of Greater Manchester | Greater Manchester Combined Authority

• Baroness Harding of Winscombe | Current Member of the House of Lords | House of Lords

• Baroness Healy of Primrose Hill | Current Member of the House of Lords | House of Lords

• Baroness Martha Lane Fox of Soho | Current Member of the House of Lords | House of Lords

• Dr Minal Bakhai | Director of Primary Care Transformation | NHS England

• Emma Revie | CEO | Trussell

• Geraint Turner | (Former) Finance and Operations Director | Swansea MAD

• Hayley Nelson BEM | Director | Learn for Life Enterprise 

• Jemma Waters | Head of Customer Inclusion | Lloyds Banking Group

• Liz Williams MBE | CEO | FutureDotNow

• Nina Schick | Author and thought-leader on AI

• Professor Martin Coppack | CHASM/Fair by Design

• Professor Sam Shah | Digital Health Research Lead | UCL Global Business School for Health

• Rt Hon Alan Milburn | Lead Non-Executive Director | Department of Health and Social Care

• Sara Weller CBE | Chair | Money and Pensions Service Advisory Board

• Tamara Dewhirst | Head of External Affairs | Virgin Money

• Lincs Digital 

Commentary guests: 

• Dana Haiden | Chief Sustainability Officer | Virgin Media O2

• Hafsha Dadabhai Shaikh | Director | SmartLyte and Get Families Talking

• Jess Wilson | Chief Executive Officer | Good Things Foundation Australia

• Julie Hawker | CEO | Cosmic

• Katie Dowson | Director of Digital Transformation | South Yorkshire Integrated Care Board

• Kirsty Innes | Director of Technology | Labour Together

• Liz Williams MBE | CEO | FutureDotNow

• Mohini Rao | Interim UKI Corporate Citizenship and Responsible Business Lead | Accenture

• Nicola Wallace Dean | Co-Founder & Community Organiser | Starting Point Community Learning Partnership

• Oliver Coppard | Mayor of South Yorkshire | South Yorkshire Mayoral Combined Authority

• Rachel Evans | Sustainability Manager | Vodafone

• Sophia Worringer | Deputy Policy Director | Centre for Social Justice

• Vinous Ali | Deputy Executive Director | Startup Coalition

Conversation series Digital Futures for Good was made possible thanks to the support of our strategic partners: Virgin Media O2, Vodafone, Nominet and Accenture. We would especially like to thank Vodafone, Virgin Media O2 and Accenture for kindly sharing their production expertise, venues and editing skills that made the series possible.

Executive summary

While over 3.7 million people still facing barriers to connectivity, affordability, and digital skills, digital inclusion initiatives across the country are driving meaningful change, ensuring that more people can fully participate in the digital world. However, despite these efforts, the digital divide continues to deepen, leaving many without the access and skills needed to thrive and participate in our evolving digital society.

The new Labour Government has already taken crucial steps toward digital inclusion, appointing a Minister for Digital Inclusion, launching a new Digital Inclusion and Skills Unit in the Department for Science, Innovation and Technology (DSIT) and developing an action plan to replace the decade-old digital strategy. This marks a positive shift in priorities and a recognition that digital inclusion is fundamental to modern life.

This Digital Futures for Good report looks back at the progress over the last year, as well as explores digital exclusion’s impact across sectors, and showcases innovative initiatives closing the digital gap. Our insights, drawn from conversations with leading voices in civil society, finance, health, social care, and the public sector, reinforce the momentum already underway.

At the heart of these insights are the powerful conversations from our Digital Futures for Good series. Thought leaders and practitioners across industries came together to discuss how digital inclusion can shape a fairer society. These discussions provided rich perspectives on the challenges and opportunities of digital transformation. While there are many promising initiatives, the conversations also revealed the pressing need for deeper, sustained cross-sector collaboration to prevent further widening of the digital divide. From grassroots community organisers to policymakers and industry leaders, each voice contributed to a shared vision of progress, but also highlighted the gaps that still need to be addressed.

One key finding is the growing awareness that digital access is not just a luxury, it is an enabler of opportunity. Stable, affordable internet access and digital skills are the foundation for success in education, health, and finance. With increased focus on digital inclusion, more people can now access essential services, improve their financial resilience, and enhance their career prospects. The shift towards recognising digital connectivity as a fundamental right is a significant step forward.

The thought-leaders interviewed in this series called for greater leadership from the top politicians, directing the combined efforts of the public, and private sector alongside civil society. They build the case for addressing digital inclusion, for economic growth and for better lives for people in the UK. Central to this is ensuring that digital inclusion is baked in, rather than bolted on - and that there is support available for people when, and where, they need it. 

Advanced technologies like AI and data-sharing can be powerful tools for inclusion, provided they are guided by fair and thoughtful policies. While concerns around bias and privacy remain, the potential benefits are vast, from personalised healthcare to more inclusive financial services.

As digitalisation accelerates, it is heartening to see local organisations, charities, and Government bodies working together to tackle the digital divide. Rural broadband infrastructure is improving, with new initiatives reducing costs and enhancing speeds. Financially vulnerable individuals are gaining access to fairer services, allowing them to save money and build resilience.

Healthcare is also embracing digital solutions in a way that ensures no one is left behind. Many providers are now focusing on making digital healthcare more accessible and user-friendly, improving health outcomes for those who need it most. Similarly, the financial sector is innovating to cater to individuals with irregular incomes, ensuring they are not unfairly penalised.

Employment opportunities are expanding as digital inclusion efforts grow. Programmes like Barnsley’s Pathways to Work and Manchester’s Digital Inclusion Taskforce are equipping individuals with the skills they need to thrive in the modern job market. These success stories demonstrate the power of targeted action and the importance of fostering digital skills nationwide.

Ultimately, this report underscores the momentum building towards a more digitally inclusive future. However, our Digital Futures for Good conversations have made it clear that there is still much work to be done. By strengthening collaboration across sectors and maintaining a long-term commitment to digital inclusion, we can ensure that everyone in the UK benefits from digital transformation, unlocking new opportunities and creating a fairer society for all.

As of February 2025, initiatives such as the planned GOV.UK Wallet offer potential solutions for those who are digitally confident. However, without significant improvements in smartphone access, connectivity, and digital skills, vulnerable groups will continue to face challenges in proving their eligibility for essential services, reinforcing existing inequalities rather than addressing them.

Findings

Digital exclusion is more than a lack of access to technology. It is a barrier that limits opportunities in education, employment and healthcare. Our Digital Futures for Good conversations have highlighted the need for comprehensive action to bridge the UK’s deepening digital divide. The UK Government's Digital Inclusion Action Plan, launched in February 2025, is a significant step forward.

Research indicates that embedding digital inclusion into policy and service delivery could yield a £13.7 billion return for the UK. This is not just about providing access to devices and connectivity; iIt is about empowering individuals to engage fully in society and feel confident and able to participate in the digital world.Digital Futures for Good was unashamedly about policy and how to collaborate around ideas that would improve people’s lives.

We have grouped our findings into five key themes: 

1. Leadership

2. Skills 

3. Affordable Access

4. Digital Services

5. Confidence and Local Support 

Leadership

In the  April 2024 Digital Futures for Good episode, Baroness Martha Lane Fox shared her vision for a 'Modern Britain', emphasising that true modernisation requires digital inclusion to be a priority across all Government departments - for economic growth, improved public services and equal opportunities. Over the course of the series, and since completion, much has changed. The Government’s Digital Inclusion Action Plan signals intent to show leadership on digital inclusion, whilst recognising that local and devolved Government, industry and civil society has been instrumental in much of the best practice that the Action Plan will build on. 

From Central Government

Conversations with Peers from the House of Lords, to community leaders at Learn for Life (a digital inclusion hub in Sheffield) called for the Government to demonstrate clear leadership and build cross-sector collaboration to achieve lasting digital inclusion. 

Guests pointed towards the need for decisive, visionary action from the very top, providing clear objectives and incentives for all partners. They called for a Government-led strategic framework, co-produced to provide a clear direction for national and regional efforts. 

The lack of sustained political focus on digital inclusion has significantly hindered progress in the UK. Speaking with Helen Milner ahead of the 2024 General Election, Baroness Martha Lane Fox, Baroness Anna Healy, and Baroness Dido Harding reflected on why this issue has remained on the fringes of policymaking. As Baroness Lane Fox put it:

"MPs of all shades thought this was not really an issue because everything seemed to be moving in the right direction to solve the problem, but we can see that this has not happened. In fact, it’s gotten worse."

Martha spoke passionately about bridging the digital divide and the role of strong leadership in making it happen. "[The Prime Minister] can do less than some people will imagine, but the thing they can do is keep [digital inclusion] a priority top of mind of their cabinet. We are building a modern Britain and that means using the tools of the modern age to make sure no one is left behind, that we have put modern technologies at the helm." 

Baroness Harding and Healy, members of the House of Lords Communications and Digital Committee called for leadership from the top. With Baroness Harding saying: “we need the Prime Minister to care because this is a complex problem, and we know that societies don't make those changes without leadership from the very top.” 

“I think that the Prime Minister needs to ensure that his cabinet understands how digital exclusion impacts practically every element of the things that Government's trying to do. I mean, it improves the health service, improves skills, improves access to public services, it will give people a better chance to see their own communities flourish.” Baroness Healy

For Baroness Harding, digital inclusion is inseparable from the UK’s broader ambitions: "You can’t be a science or AI superpower without a digitally included population." Without a clear, sustained commitment to bridging the digital divide, the UK risks falling behind, not only in global technological leadership but also in realising the economic and social benefits of a truly connected society. Research shows that unrealised savings and productivity gains from improved digital access are estimated at £45 billion per year, equivalent to 4-7% of public sector spending. Yet, without strong leadership and a long-term vision, progress remains slow.

Alongside the Digital Inclusion Action Plan, there are further signs of joined-up leadership. Encouragingly, the Treasury’s recent recognition of digital inclusion as part of financial inclusion policy marks an important step. With thousands of bank branches closing across the UK, digital finance has become the default, yet many individuals remain ill-equipped to navigate it. Martin Coppack, CHASM/Fair by Design, framed the issue starkly: "Access to the internet is [now] like a passport to essential services. You cannot gain and work within the system without it." However, barriers such as weak connectivity, limited access to devices, and a lack of digital skills continue to exclude those on low incomes, older adults, and people with disabilities. Sara Weller, Chairperson of the Money and Pensions Service and Non-Executive Director at BT, stressed the need for clear Government leadership in defining financial inclusion, while Coppack pointed to the challenge of achieving alignment among regulators and policymakers.

The message from our discussions is clear: digital inclusion cannot remain an afterthought. It must be embedded into national policy, driven by leadership that understands its fundamental role in building a fairer, more innovative, and economically strong Britain. With the right commitment and action, we can ensure that digital progress benefits everyone, not just those already online.

From Devolved Government 

National leadership is needed, but that needs to be translated into action in communities across the four UK Nations and in English regions. Greater Manchester Mayor, Andy Burnham echoed Martha’s ‘Modern Britain’ idea as he sees a future where digital access is considered as fundamental as running water or electricity, an essential service that supports participation in society. When discussing his role as a leader in devolved Government, he described “setting a vision of a digital city region in all aspects, to be a digital city region you’ve got to be a place where everybody’s connected.” 

Burnham points to innovative initiatives trialled in the region, with social housing providers and businesses. He says:

“Devolution has shone like a bright light, hasn't it? Here in Greater Manchester, but in other places as well.”

Initiatives like this have now been highlighted as best practices in the Digital Inclusion Action Plan. 

South Yorkshire Mayor, Oliver Coppard later called digital exclusion “deeply systemic.” Pointing out that Government and local support services are often too complicated, with overlapping services and convoluted application processes.

During his interview, Burnham argued for devolved authority over benefits and technical education, believing that locally tailored approaches can better address digital disparities. Manchester's 'live well system' exemplifies this vision, offering personalised support to help individuals gain digital and financial independence. Former Health Secretary Alan Milburn shares this perspective, stating, "You have to get (central Government) agencies working together, at the moment they’re like ships passing in the night." He points to local initiatives such as Barnsley’s Pathways to Work Commission, which successfully secured commitments from local employers to create 200 jobs for economically inactive residents, as evidence that locally led solutions can drive real change. Alan Milburn also pointed out the essential connection needed between local, regional and national leadership; talking about solutions to tackling compounding exclusion for people who are economically inactive, he said “ [the report shows] how a solution could work, based both upon what could happen locally, but what needs to happen nationally in terms of public policy, with the new government.”

Sophia Worringer, Deputy Policy Director at the Centre for Social Justice, adds that international models provide valuable insights. "Before the COVID-19 pandemic, the UK was the second best in the G7 for economic inactivity, but COVID blew that out of the water… we’re now trailing almost every country in Europe." She cites the Netherlands as an example of effective employment policy, where devolving employment support and adult education has accelerated progress at three times the rate of the UK.

From Industry

Businesses, too, have a role to play. Collaboration across sectors emerged as a vital theme in our conversations. Andy Burnham stressed the need for partnerships: "We alone cannot reach all the digitally excluded people in the UK. We’re going to have to collaborate with the industry and with people from outside of our industry who can bring unique expertise and know-how." 

FutureDotNow’s Chief Executive Liz Williams leads a rallying call:

“As prime minister I’d call a round table of business leaders and say, ‘Look we’ve all got to step up here, let’s work in partnership!’”

Continuing, Williams looks to the Government for leadership, saying convening power must come from the Government. Sara Weller agrees, “Every business can do a lot for its own customers and its own colleagues, we also need to better join up between businesses … coordination needs a coordinator [and] that’s the role of the Government.”

However, whilst businesses play a key role in fixing the digital divide, they are also forced to move to keep up with the emerging technologies like Generative AI and quantum computing shifting the landscape. Companies must step up to support workers through digital skills training. As AI thought-leader Nina Schick points out: "Businesses are faced with a real conundrum. How do they harness new technologies at pace … while potentially re-skilling an entire workforce. Digital skills are going to shift."

Sara Weller also points to the fact that businesses all doing their own thing isn’t what the nation needs either; she said “one of the things that we need to do much better is join up between businesses. Because what's very, very clear is, if you've got eight and a half million people digitally excluded .. these are not challenges that any individual business can meet on its own. It's just not physically possible for us to do that. And therefore we really need to coordinate much better. And I'm very conscious that coordination needs a coordinator. It needs a place to lead this from. .. Where I've seen government work really well is when they do a good job of painting the lines on the playing field so that the rest of us know which game we're playing and what the rules are.”

From Civil Society

There was recognition in all the conversations that national charity leaders keeping digital inclusion in the spotlight over the last decade has been critical to making action happen. The voices of local community leaders were also inspiring. But overall there was clarity that no one sector will fix the digital divide alone; Nina Schick said: “So we've got the big businesses who've got the deep pockets. We've got governments who hopefully understand that there's potential and they need to be embracing it and harnessing it. And then you've got charities in the third sector who can actually bring a citizen view of it as well. So I'm always optimistic that we can bring everybody together, and we can create a wonderful world.”

Skills

With the UK Government set to “support the skills pipeline in the UK” by embedding the Essential Digital Skills framework across Government as outlined in the Action Plan, the focus is on ensuring people have digital skills to navigate the digital world. 

Digital exclusion and unemployment go hand-in-hand. It’s imperative that the Government prioritises the integration of digital inclusion into employment support programmes, ensuring that all individuals have access to the digital tools and skills they need to participate in the workforce and/or access training. Digital skills should be embedded and access guaranteed throughout the standard curriculum – from early years to life-long learning. 

Conversations during the series focused on digital skills to support people into employment, with Baroness Harding saying “in 2030, digital skills will be the biggest skills gap in our workforce.”  Liz Williams talked about the skills gap already affecting the workforce: “if you haven't got the foundation skills, and you haven't got the skills for life, then you're very unlikely to have the skills for work.”

The digital divide has serious consequences for the UK labour market. While technological advancements create new job opportunities, a staggering 92% of businesses report a shortage of digital skills. As technology becomes increasingly integrated into all sectors, generic IT capabilities are now essential across a wide range of occupations. The gap between demand and supply of these skills is holding back both economic growth and productivity.

Oliver Coppard points out that tackling economic inactivity and poor health outcomes is a long-term challenge, one deeply rooted in the legacies of industrial decline and social scars that stretch back to events like the miners’ strike. He believes that these historical injustices continue to influence local communities, making it all the more crucial to address the digital skills gap. Research at the local level further reinforces this concern. For example, the Pathways to Work Commission in Barnsley identified the lack of digital skills as a key barrier to employment in an area already grappling with high levels of deprivation. Barnsley’s story highlights how poor health, low wages, disability, and insufficient skills can perpetuate a cycle of economic inactivity, ultimately limiting opportunities for many.

Despite Alan Milburn describing digital access as a "vital utility," the Pathways to Work report overlooked digital inclusion in its recommendations. However, it’s becoming increasingly clear that reliable connectivity and opportunities for individuals to develop or update their digital skills must be central to any strategy aimed at reducing economic inactivity.

Digital transformation is rapidly becoming a cornerstone of modern society, making it essential for individuals to not only have access to technology but also the skills to use it effectively. As we've seen, digital exclusion compounds existing financial and health inequalities, and the same challenges apply to education and employment. Without reliable connectivity or digital skills, many are left behind, missing out on opportunities to succeed and thrive.

As Baroness Healy points out: “We can't go forward into this century hoping to achieve all these great technological improvements without bringing the population with us.”

The rise of AI and algorithmic decision-making introduces new challenges in delivering digital support through systems like social security. As AI thought-leader Nina Schick says: “There are so few people in the world who know how to build these models, and even with the best of their intentions, they might be biased, they might be building that into their systems, and the impact is so disproportionately large, right?”

Emerging technologies, such as Generative AI, are advancing at a rapid pace, with the potential to completely redefine both who interacts with technology and how they do so. Nina Schick argues that AI isn’t just a tool for innovation, but a transformative force capable of reshaping how we teach, learn, and engage with information.

Historically, integrating new technologies has meant requiring new literacy skills. This raised concerns that many would be left behind, unable to adapt. Today, however, tools like ChatGPT represent a shift toward technology that adapts to the user, rather than requiring users to adapt to technology. These tools lower barriers to literacy and numeracy, democratising access to services that were once out of reach for many. Now, users can draft legal documents, write cover letters, or file complaints, tasks that once required specialist knowledge and costly professional services.

However, the true democratisation of AI depends not just on making these tools available, but on ensuring accessibility for individuals in communities with limited infrastructure, poor digital skills, or cultural barriers. Without addressing these gaps, AI risks reinforcing existing inequalities rather than bridging them. Beyond individual access, the rise of Generative AI raises significant questions about education and workforce transformation. As traditional professions face disruption, there is growing demand for a reimagined education system that better prepares individuals for the future of work.

In her conversation, Schick suggests that education must shift toward mindset-oriented pedagogy, prioritising adaptability and entrepreneurial thinking over rigid, standardised competencies. While this is an exciting vision for the future, it raises important questions: What specific skills will prepare students for the rapidly evolving technological landscape? Is entrepreneurial thinking alone enough, or do we need to prioritise critical thinking, digital ethics, and AI literacy as well.

Affordable Access

One of the four key focus areas for the Government’s Digital Inclusion Action Plan is tackling data and device poverty - with the Department for Science, Innovation and Technology (DSIT) seeking evidence on which to build their medium and long-term activities. Throughout Digital Futures for Good, guests spoke of the policies that they would like to see to address digital exclusion exacerbated by poverty. Trussell’s Chief Executive, Emma Revie referred to the charity’s campaign with Joseph Rowntree Foundation, when asked what she would do as Prime Minister:

“My Government would be putting in place an Essentials Guarantee, and because digital connectivity, internet access, is one of those essentials, by setting in legislation that there's a level at which Universal Credit will be set that covers those essentials, we'd be ensuring that people were able to access the internet. I'll be looking to tackle those wider issues around people having a secure place to live. And I think with also being able to afford internet access, you'd be able to have a secure place to live with digital connectivity in your home.”

Rachel Evans, Sustainability Manager at Vodafone, reinforced this sentiment: "Ensuring people have a basic income is what will actually fix this for good, rather than being a sticking plaster."

A growing consensus is forming around the need for Government intervention to set a clear minimum standard of support. Revie continues: "We are hindering ourselves [...] by not ensuring that there is a level under which we will not let any citizen of our country fall. We need to start there."

Nina Schick agrees: “I think the Government needs to reassess pedagogy and education and subsidise access to devices, make sure that the kind of infrastructure and connectivity is there. But you need people such as yourselves [Good Things Foundation] to work in the community and work with those who are most marginalised.”

The Digital Inclusion Action Plan looks promising for devices, with a pilot for cross-department donations of unused tech - addressing digital exclusion and reducing e-waste; alongside a pledge to set up a device donation charter with Good Things Foundation, Vodafone and Deloitte. This welcome announcement follows years of campaigning from charities like Good Things, alongside powerful advocates like Baroness Healy, who in February 2024 said that the Government “should be donating more devices. Public services should be setting examples. I know the Government said it's too difficult, security wise.” This progress is a real milestone, and should unlock many more devices for those in need.

Piers Claughton, Virgin Money, spoke about the benefits of businesses backing charity initiatives to ensure that people can access data, such as Virgin Money becoming Databanks in partnership with Good Things Foundation. He said that when people access free pre-paid SIM cards,

“there's an opportunity to talk to them more about their financial position and understand if there's more that we can do to help and support them. Getting them online and then showing them how to use the benefits calculator that we've embedded has been hugely successful in helping lots of people identify benefits that they previously were unaware of.”

Whilst there are many successful cross-sector partnerships and initiatives, there is no clear answer for those facing data and device poverty in the Digital Inclusion Action Plan. However, the Call for Evidence and focus on developing a strong bed of evidence on which to develop longer-term actions may yield greater results in time.

Digital Services

Digital access is no longer a luxury, it is a gateway to essential services. From applying for jobs to managing finances, digital exclusion locks people out of opportunities and deepens existing inequalities. As Baroness Harding summed up: “If you have public services that are designed for people that can't access them, they don't work.” Helen Milner agreed, “It's frustrating how much money is spent on digitising public services without any kind of understanding that some of the same investment needs to be in digital inclusion, because it's just leaving people behind, that need it most.”

The connection between deep poverty and digital exclusion was a central theme in our discussions. Emma Revie highlighted the 'poverty premium', the additional costs faced by those without reliable internet access. Families who are unable to go online miss out on lower prices and online-only deals, compounding financial hardship. "We know that access to the internet now is not a nice-to-have. We need it to look for work, do our homework, apply for things online, and secure better deals on energy. If people are unable to afford food, they are also very likely to be digitally disconnected. In fact, one in six people we see in our food banks have no access to the internet at all," Revie explained.

Martin Coppack emphasised the necessity for reform in financial services, arguing that those paying more simply because they are living in poverty must not be ignored. Credit and insurance costs often rise for low-income individuals, who are perceived as high-risk, reinforcing financial instability. 

Beyond employment and financial resilience, digital exclusion is a major driver of health inequalities. Technology has the potential to transform healthcare, improving access and efficiency, but without inclusive implementation, it risks leaving the most vulnerable behind. Dr. Minal Bakhai warns,

"Digital exclusion is multifactorial. It may stem from poor infrastructure in rural or coastal areas, limited broadband or mobile data, affordability issues, inaccessible technology design, or concerns around skills, trust, motivation, and data privacy. Addressing it requires a complex response, but there are some really green shoots."

Despite universal healthcare, many groups, including low-income individuals, older adults, and those experiencing homelessness, struggle to access digital health services. Ofcom’s October 2024 affordability tracker revealed that a quarter of UK households faced difficulties affording communication services. In households with children, 17% had no parent with the necessary digital skills to support their family, while 14% lacked confidence in engaging with schools online. These statistics highlight the need for a more inclusive approach to digital healthcare.

Dr. Bakhai advocates for a patient-first model, prioritising need over convenience and rejecting a one-size-fits-all approach. Similarly, Professor Sam Shah, Digital Health Research Lead at UCL, notes that digital health initiatives often overlook the most marginalised groups, assuming that digital transformation benefits all users equally.

A 'whole-of-system' approach is required, one that integrates policies across housing, education, and employment to tackle the root causes of digital exclusion. The NHS, with its complex and fragmented structure, must ensure that digital transformation does not inadvertently widen existing health disparities. A long-term, multi-year strategy, akin to 'net zero' climate targets, may be necessary to set clear goals, measure progress, and hold Governments and stakeholders accountable.

Building Confidence and Supporting Local Delivery

For Lane Fox, digital inclusion isn’t just a Government responsibility. She highlights the incredible work of grassroots organisations, like the National Digital Inclusion Network, that are tackling this issue community by community. Local solutions, she believes, are key to ensuring that digital skills and access reach those who need them most. But this work must be grounded in a deep understanding of the lived experiences of those facing digital exclusion.

"Unless you start with real empathy and compassion for what [an] excluded person's life is like, and work out [a] use case for them that will make their life better, I don't think we'll crack the problem. I don't know if that gets solved by better, cheaper, easier tech; I think it needs more proactive intervention than that." 

Members of the National Digital Inclusion Network, such as Swansea MAD and Learn for Life in Sheffield, demonstrate how local, face-to-face support builds trust and confidence, helping individuals develop digital skills in a way that feels relevant to their lives.

Rejecting a one-size-fits-all approach, Swansea MAD provides welcoming spaces where staff and volunteers tailor services to meet individuals' unique needs. Similarly, Hayley Nelson of Learn for Life combines English language lessons with digital skills training, helping asylum seekers and other vulnerable groups access essential services and cost savings online. These grassroots approaches show that real change happens when digital inclusion efforts are rooted in the realities of people’s daily lives.

One promising solution comes from Milburn’s idea of a ‘system steward’, a dedicated role providing personalised guidance within the complex landscape of social support. This aligns with Gordon Brown and Tom Clark’s proposal to create a network of ‘million advice ambassadors,’ who would assist people in accessing financial and social support. Additionally, leveraging smart technologies and data protocols could streamline administrative processes, automatically applying social tariffs without burdening users with complex applications.

Schick also highlights that the greatest challenge posed by AI may not lie in its potential to displace jobs, but rather in how malicious actors could ‘weaponise’ its capabilities. Increasingly, we are seeing the misuse of synthetic content, such as non-consensual pornography, AI-generated voice cloning used in scams, and sophisticated AI-driven phishing schemes. These are real harms that need immediate attention. But beyond these issues, there’s a deeper concern: the lack of global governance frameworks to regulate AI and protect vulnerable populations.

The absence of clear safety measures increases concerns around bias, misinformation, and regulatory gaps, reinforcing the need for a clear, accountable approach to AI governance.

The challenge of advancing technologies doesn’t just lie in their introduction, it’s about ensuring that people understand and can use them to improve their lives. This goal is often hindered by barriers such as fear, distrust, and a lack of motivation. As Hayley Nelson of Learn for Life points out, people are often fearful of the unknown, of appearing inadequate, or of being scammed. These concerns, combined with the practical difficulties of accessing devices like computers or tablets, create significant obstacles to engaging with technology.

As Baroness Anna Healy, Nina Schick, and others emphasise, overcoming these barriers will require collective action. Government, businesses and civil society organisations must work together to build public trust and enhance digital skills. At the heart of this effort is trust, trust in AI providers, regulatory systems, and the ethical integrity of digital technologies. Transparent AI governance, ethical standards, and widespread education are essential to ensuring that AI serves all communities fairly and equitably.

Critically, investment in digital transformation must be matched by equal investment in digital inclusion. Without a cohesive vision and strategic framework, the opportunity to create systemic change will be lost, hindering the UK's progress towards a truly inclusive digital future.