Digital Exclusion is on the rise – here is why this matters…

What is Digital Exclusion?

Digital exclusion is when certain communities are at a greater disadvantage regarding being able to use IT. Digital exclusion can include (but is not limited to), a lack of access to digital resources such as the internet, broadband, mobile devices or lacking essential digital skills. These factors can also effect people’s confidence in using the internet or accessing information.

In fact, nationally 1 in 20 people in the UK don’t have access to the internet in their homes, with 2.1 million people offline. Of these, 15% are under the age of 50 and amongst the most digitally vulnerable.  People aged 65 + make up a large proportion of those who are considered to be digitally excluded. Other demographics include: 

• people with disabilities, 

• people from low-income households,

• people who are unemployed, 

• young people in care or out of education or work and

• those living in remote and rural areas. 

Other communities and groups such as minority ethnic groups, women and LGBTQIA+ also face challenges and exclusionary barriers. 

Why is Digital Exclusion a concern?

Over the last few years digital exclusion has been on the rise, sped up by the lasting impact of COVID-19. For many, digital exclusion has a significant impact on their education, their ability to stay in employment or find work. It can also result in people reducing their participation within society; while people with a lack of essential digital skills or lower digital confidence are more susceptible to being victims of online scams, deep fake AI generated content and misinformation. 

It also affects people’s ability to access personal and financial information and ability to book GP appointments or access medical services, including vital NHS services. 

Services provided by the NHS and local GP practices have become increasingly digitalised with the introduction of the NHS App in December 2018. People are now able to make appointments, manage and request prescriptions or access personal and medical information through the app. The number of people registering on the NHS App has increased from 2 million in 2021 to 30 million recorded in 2023.

For people who face digital challenges, accessing digital resources or information can be difficult, making it hard to book appointments or difficult to navigate NHS services.  Almost a third (30%) of people who are offline express that the NHS’ online services are some of the trickiest to navigate and understand. 

Similarly, this is an issue for those who receive income related benefits or Universal Credit. Those who are offline or have limited digital skills can sometimes find it tricky accessing information about their accounts online. In the 2024 National Audit Office report on Universal Credit, it was expressed that people who faced challenges digitally encountered issues with inputting the correct information or completing applications to receive Universal Credit online. In addition, such instances can create more stress for those who are already digitally vulnerable.

Get Involved:

At Citizens Advice Stevenage, we are undertaking research into the issue of digital exclusion within our local community. 

We kindly invite you to complete this anonymous survey.

Your participation would assist us in our research in understanding the extent to which some individuals are either not online or unable to access digital resources. 

To access the survey online please click on this link: Digital Exclusion Survey – Fill out form

We also encourage you to share this survey with anyone you know in Stevenage who may be experiencing some form of digital exclusion. 

We hope that with our research, people in Stevenage are better informed about the issue of digital exclusion within our local community and that we can direct people to the available local services, programmes and groups that are actively working to improve people’s digital skills and increase inclusion. 

If you need assistance

If you require any advice or support to access digital services, please contact  Citizens Advice Stevenage: visit our website at https://www.castevenage.org.uk/get-advice 

or calling ‘Adviceline’ free on 0800 144 8848 (available Monday 10am-8pm, Tuesday -Friday 10am-4pm, and Saturday 9am- 1:30pm; calls to Adviceline are free from mobiles and landlines). 

Additionally, below are some other local resources should you need to access information or assistance related to digital services. 

Stevenage Central Library 

Southgate, 

Stevenage, 

Hertfordshire, 

SG1 1HD

0300 123 4049 

Stevenage Central Library offer digital services such as booking a computer. For library members you can access it for 2 hours free of charge and any extra time needed costs 4p a minute. For non-library members it costs £3 for 30 minutes to use the computer. Other additional resources include access to free Wi-Fi, printing, and scanning, access to Hublet tablets, IT one-to-one support and taster sessions for individuals who are new to using computers or tablets. Further information can be found by clicking the link (Library Hublet tablets | Hertfordshire County Council) 

To book a library computer or use a printer, you can click the link here. If you require any assistance or have any queries you can contact a librarian (https://www.hertfordshire.gov.uk/services/libraries-and-archives/other-library-services/ask-a-librarian/ask-a-librarian.aspx) or visit the front desk at the address provided for further assistance. 

To find out more information about the services provided by the library including, opening, and closing times, click here. 

CDA Herts (Community Development Action for Herts) 

Unit 2 

Mead Lane Industrial Estate

Merchant Drive 

Hertford

SG13 7BH 

01992 289060 

 rural.digital@cdaherts.org.uk

CDA Rural Digital Learners Programme 

CDA Herts run a digital learners programme to support people in rural and smaller areas in Hertfordshire. The scheme includes helping people with shopping and paying bills online, prescriptions, using the NHS App, emails, photos, video calls, contacting others online, as well as learning to use the internet safely and securely. There are digital learner drop-in sessions in Little Hadham, Datchworth, Benington, Tewin, Ickleford and Aston. The sessions are 90 minutes each and participation is free.  

You can visit the CDA Herts website to access more information about the CDA Rural Digital Learners programmes and the drop-in sessions available by clicking here .  

North Hertfordshire College 

Monkswood Way, 

Stevenage,

Hertfordshire, 

SG1 1LA

01462 424242

enquiries@nhc.ac.uk 

Digital Confidence Course 

North Hertfordshire College run a course for people who have little or no knowledge of how to use digital resources or for those looking to improve their confidence with using computers, smart devices such as phones, tablets or want to learn more about how to use the internet. The course covers a range of skills such as creating and using an email, how to safely use the internet, how to store files and create folders, spotting scams online, storing personal information, making strong passwords, as well as, how to use cloud storage. 

For more details on the Digital Confidence course, start dates and funding for the course, you can visit (https://www.nhc.ac.uk/course/tailored-learning-digital-confidence/).