Digital exclusion affects millions across the UK, deepening inequality and isolating vulnerable communities. Elizabeth Anderson, CEO of the Digital Poverty Alliance, explores how local authorities can lead the charge in bridging the divide through tailored support, repurposed devices, and scalable, community-driven solutions
Digital exclusion is a huge societal issue in the UK, affecting around 19 million people over the age of 16. It’s not just about not having access to technology or the internet, but about being unable to fully participate in a world that relies on digital tools - whether it’s accessing essential services, finding a job, staying connected with others, or getting the help you need.
For those already facing financial or social challenges, not having digital access creates a cycle of deprivation, leading to more isolation and poverty. Solving this problem means more than just providing devices and the internet; but means ensuring people have the skills and confidence to use them in today’s digital economy.
The UK Government’s Digital Inclusion Action Plan is a key step toward tackling this issue, a set of short-term steps, pilots, goals and consultation towards a long-term strategy aiming to give everyone the technology and skills they need to join the digital world. However right now, millions in the UK are still missing out on vital services and job opportunities due to digital exclusion.
The Government’s Digital Inclusion Action Plan and local authorities’ role
Local delivery is critical within the Digital Inclusion Action Plan – local case studies are referenced and DSIT have been clear that they seek scalable solutions. Local authorities across the UK will be key to wider efforts, with one of four focus areas of the plan looking at building confidence and supporting local delivery.
The government have recognised the role of tailored support meeting the needs of different communities – in the plan highlighting the Royal Borough of Kensington and Chelsea (RBKC) has made great strides with its K&C Digital Inclusion Partnership, which offers digital skills training, device donations, and access to services through libraries and community groups. In addition, RBKC is one borough where the Digital Poverty Alliance has been able to pilot a scheme to take in donations of unwanted laptops and phones from members of the public, to go back out to that local community.
Local authorities can make a real difference by focusing on the unique challenges of their area and working with charity partners. But these efforts often struggle with long-term viability due to short-term funding and lack
of resources. To truly close the digital gap, we need to provide consistent investment to help communities continue to make progress.
Research from the DPA found that frontline workers are often in need of more support on how to direct questions that relate to digital inclusion. In a study of eight areas, those in public facing roles – such as in schools, local authority helplines and even rural libraries – were unclear themselves on how local people could access support to get online.
This demonstrates the importance of communication, and opening up conversations about digital exclusion, its impact, and where to find that all important face-to-face support within a local area.
The Digital Inclusion Innovation Fund
August 2025 will see the launch of the Digital Inclusion Innovation Fund (DIIF) to support community-driven projects with the aim to reduce digital exclusion. The fund will help scale successful local programmes across the UK, whilst supporting direct delivery, and seeking to close evidence gaps – making sure that digital inclusion efforts can grow and reach more people.
Initial information on the fund expects funding both for innovative proposals that test out new concepts and support R&D, alongside schemes that scale or replicate previously successful local schemes, ensuring millions of pounds of funding targeted towards the digital inclusion sector, with the aim of creating real change and demonstrating genuine impact.
Repurposing old devices
A key commitment in the Action Plan is working with the DPA to repurpose old government devices and refurbish these for households in need of kit – with the first devices already with families who were previously offline. Across
the public sector, billions of pounds are spent each year on new IT kit, and often older devices are not re-purposed. For local authorities, this type of model presents a chance to work with a partner charity to provide devices ringfenced for their own community.
The Action Plan is clear that it is a set of First Steps. Immediate actions like these are just the beginning. To create lasting change, we need to keep investing, assess what works best, and focus on making digital inclusion a permanent part of the community, rather than a cycle of projects.
Safety and confidence in online services
The Digital Inclusion Action Plan recognises the key role of online safety, and concern about online harms, as a barrier to internet use. People must feel safe and confident online, and there are several measures aimed at protecting individuals from online fraud, abuse and harmful content. For vulnerable households who are less familiar with digital services this is vital – as when presented with access, they are potentially more susceptible to online harms.
The biggest focus has been on the Online Safety Act. Placing Ofcom as the regulator, the main protections introduced are for children, and there has been much coverage of the debate around age verification, and the workarounds being used – such as VPNs (Virtual Private Networks) which allow users to act as though they are not in the UK. For those who are digitally less confident, these protections ensure that children are much less likely to
see harmful or inappropriate content, and that adults are more of aware of the types of content they may previously have been inadvertently be exposed to.
Addressing cost barriers to the access to devices and connectivity, together with a targeted programme of skills development, are fundamental to digital inclusion. However, without the confidence and motivation to get online, many may still be left behind – fearful or unwilling to engage with digital services, and unlikely to take up local schemes to address more tangible barriers.
Empowering individuals to feel that digital is “for them” is important, as is demonstrating the real world positive impact of being digitally included. This often sits against a backdrop of concerns about screentime, scams or ‘doom- scrolling’, with a need to model and discuss the real benefits of online access – from education and knowledge development, to accessing work, or building new social connections in a safe and appropriate way. Many examples of exist of how to do this – whether linking digital skills training to accessing healthcare services, or demonstrating how online tools can help someone fulfil a much loved hobby – but all rely on funding and capacity to take a personalised approach which can only come from locally led support.
A call for systemic change
While the Digital Inclusion Action Plan represents a significant step forward in tackling digital exclusion, long-term, sustainable systemic change will require continued investment, ongoing collaboration, and clear leadership from government. There are many examples of local authorities leading the way, but they cannot do it alone. To make lasting progress, digital inclusion efforts must be scaled and sustained through long-term funding and national policy support.
It is also vital that action focuses on all areas of the digital divide – including affordability and infrastructure, skills and support, and the confidence and motivation to get online, and the accessibility and user experience of new services. Only through true collaboration between public sector organisations, industry and charities, can we build a digitally inclusive future in which individuals and families are empowered rather than left behind.
