Recommendation 6

HM Government Accepted

The government agrees with the Committee on the need for government action and leadership on digital inclusion, and the benefits of funding locally delivered initiatives. The government understands that digital exclusion creates new inequalities and exacerbates existing ones. We also know that certain groups, including older people, are at greater risk. Tackling this issue is a priority for this government. In the Digital Action Plan outlined above, we identify five target groups who will benefit most from digital inclusion interventions, including older people, and outline the first five actions that we are taking to promote digital inclusion by boosting digital skills and confidence, widening access to devices and connectivity, and getting support to people in their own communities. One of these actions is establishing the Digital Inclusion Innovation Fund, which will support a range of activities designed and implemented by local stakeholders to increase digital participation. The fund will aim to identify and scale innovative best practice, with an ambition to replicate successful digital inclusion activities across the country. DSIT will announce additional details on the innovation fund in due course. The government wants everyone to have the access, skills, support and confidence to participate in our modern digital society and economy, whatever their circumstances. We also understand, however, that some people will remain offline by choice, and that accessible offline alternatives to government services need to be readily available. The government will establish standards and guidance for the creation of our digital services, including the requirement to provide offline alternatives or ‘assisted digital support’ via telephone, post, webchat or face-to-face options. Meeting these standards is part of the required ‘service standard’ for all services on GOV.UK, but we are also looking to revise these further to incorporate requirements covering wider issues of inclusion. This reflects one of our first five actions: making government digital services easier to use, with a renewed focus on digital inclusion. In addition to setting these standards, we also aim to define what a truly digitally inclusive service looks like and establish ways to measure this. By doing so, we can monitor progress, assess the effectiveness of our services, and continually improve them to ensure they meet the needs of all users. Through these actions we hope to promote best practise by setting an example for service design across public and private sectors. Ensuring access to sufficient, affordable connectivity is a cornerstone of delivering digital inclusion. Without it, people cannot take advantage of the many benefits of being online. That is why, through Project Gigabit, the government is committed to delivering nationwide gigabit coverage, ensuring 99%+ of premises can access a gigabit-capable connection by 2030. For those not due to receive an improved connection through Project Gigabit or suppliers’ commercial rollout, the government is exploring options for where support might be required to accelerate the deployment of appropriate technologies. The Digital Inclusion Action Plan represents our first steps towards the UK government’s long-term ambition on delivering digital inclusion for everyone across the UK, whatever their circumstances. We recognise that long-term systemic change is needed, and we will continue to work rapidly to address this complex issue.