Julie’s story: Removing the mask of affluence in Cornwall

When services move online

In Redruth and across the county, essential services are retreating from the physical world, creating a high-stakes digital wall. Julie notes that

"what becomes really clear when you talk to people on the ground with real lived experience... the disadvantage and suffering is so clear."

This shift is most critical in healthcare. Julie highlights residents managing conditions like diabetes who "can't get the support they need by walking into a GP; they're sent online." When life admin becomes "baffling," the human toll is significant. As a Redruth Library representative explains,

"The stress that can put on a person is huge... knowing there’s somewhere people can go to say, 'I really don’t know how to do this' is vital."

The magic triangle of barriers

Julie identifies a specific set of challenges she calls the "Magic Triangle": the essential balance of Device, Data, and Skills.

A striking takeaway from her recent work is that "connectivity is still a big challenge here." Despite Cornwall’s past reputation as a leader in infrastructure, rurality and geography mean many "live with a rubbish internet experience and the uncertainty of whether they will or won't be online." This lack of infrastructure, paired with low digital confidence, creates a "masking of social and economic deprivation" hidden by Cornwall’s reputation for affluence and second homes.

The solution: trusted partnerships

Through the Digital Inclusion Innovation Fund, Cosmic and Good Things Foundation are working with Cornwall Council to iterate a five-year strategy. Julie argues the best way to reach the root of the problem is through "trusted partners like the Good Things Foundation, Cosmic, and the library team." Because residents "trust the people they're in the room with," they are more likely to open up and talk more candidly about the challenges.

The Redruth Library has stepped up as a Digital Inclusion Hub and National Databank. Starting in 2026, the hub will provide free SIM cards to low-income residents, ensuring data is not a luxury. Library staff believe "joining forces is the way forward because it really takes away the limitations of what you can achieve," with future plans for mobile vans to reach remote communities.

Julie’s call for change

Julie believes capturing these lived experiences is "gold dust" for influencing policy. Her ideal scenario for support includes:

• Strategic collaboration: Local authorities must base strategies on actual lived experience.
• Infrastructure investment: Addressing 'no-spots' to ensure connectivity is a right, not a gamble.
• A human-first approach: Maintaining physical hubs where people can resolve complex tasks in a friendly environment.

Julie concludes that

"If we can remove that mask and shine a light on those people who really need this support, that for me is absolutely what we should be working to achieve."