Accessing online services

In the UK, there are 11.7 million people who are without the digital skills needed for everyday life. Of these, 9 million are unable to use the internet and their devices by themselves. They are more likely to face social and economic exclusion, including unemployment, poverty, low literacy and disability.  

An additional 2.7 million are able to access the internet but lack the ability to use it to its full advantage. 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).