Accessing online services
In the UK, 29% of adults have very low digital engagement, not having the digital skills needed for everyday life (Lloyds, 2021).
75% of people want essential services to be accessible both online and offline (Demos, 2021). However, 10 million people in the UK cannot get online independently (Lloyds, 2021). These people are more likely to face social and economic exclusion, including unemployment, poverty, low literacy and disability.
Many of the groups who are more likely to interact with public services, are also more likely to be without the digital skills needed for everyday life.
Socially excluded groups tend to be the heaviest users of many government services, yet they are also less likely to be able to use online channels; 40% of benefit claimants have ‘very low digital engagement’ (as measured by the Lloyds Bank UK Consumer Digital Index).
Related new insights
Piloting Digital Support with HM Courts and Tribunals Service
Director of Digital Social Inclusion, Adam Micklethwaite, reflects on Good Thing Foundation's project working with HMCTS to increase digital inclusion in courts and tribunals services.
HMCTS Digital Support Service: Implementation Review
Good Things Foundation has been commissioned to co-design and pilot face-to-face digital support in HMCTS' £1bn reform programme, redesigning the way courts and tribunals services are provided.
Clearing the path: Online Centres help people connect with government
As 2019 marks our HMRC project's fifth year of supporting people in communities to use HMRC services, Digital Social Inclusion Manager Natalie Thorpe looks at the impact the project has had.