Why we should be thinking about digital inclusion and the role of mobile

Last week I was delighted to host a panel session at this year’s #ConnectedNorth event in #Manchester titled ‘Digital Inclusion – No One Left Behind’.?

I was joined by industry leaders working in this area, including Emma Stone , Good Things Foundation; Beena Puri , Digital Innovation and Partnerships Lead, Greater Manchester Combined Authority; Hayley Hughes , Citizens Advice Manchester; and Jason Tutin , Leeds City Council.??

We discussed many areas of digital inclusion and, in particular, joint industry and charity initiatives actively helping digitally excluded people, such as the National Data Bank from the Good Things Foundation and their most recent National Device Bank.?

The National Databank, created with Virgin Media O2 and supported by Vodafone and Three, is providing free data to 500,000 people in need and is active in 1,000 locations across the UK. BT / EE Skills for Tomorrow has a target to help 25 million people by 2026 across the UK with the provision of essential digital skills.?

What I felt was particularly important from the session was the wider discussion not just about connectivity, which is fundamental to being digitally included, but the wider aspects of why people are digitally excluded and why certain sections of society are more vulnerable.?

Many people face many challenges getting online, even with access to connectivity.??

Older people are often over-represented regarding digital exclusion, which can be for multiple reasons. Often, there is a lack of trust in using the internet or an unwillingness to try due to fears about data protection, identity theft, or simply the wealth of information available and difficulty in navigating the world wide web. ?

Websites are often not designed well enough, adding further confusion and leading many to give up. It was striking that while consumer organisations are designed with the customer in mind, far too many public sector or local authority sites are built as if web access is an add-on and not central to their function. Often many aren’t designed to be mobile-friendly, which is a big problem if a mobile phone is your only gateway to communication or source of support (e.g. people experiencing homelessness).?

Digital skills are often overlooked. I consider myself digitally literate, but a recent attempt to book a GP consultation turned into a nightmare when I was asked to sign up for multiple accounts, only to be told at the end of the process that the GP was not taking physical meetings. It would have to be via video phone. I am lucky to have a video phone, but that misses the point when I need a physical blood test. For others who aren’t digitally literate, this experience means not getting seen or ailments going unnoticed. ?

One area of the event discussion last week I found particularly positive was the role of councils to act as an enabler and signposting to services provided by the third or charity sectors. Many people out there are dedicated to helping digitally excluded people, but directing those in need to these vital services is not easy when you aren’t connected. This is where councils can step in, and we heard some fantastic examples from Leeds City Council where their team are doing just that. ?

Mobile UK is campaigning for Digital Champions, which should be funded by the central government, to help coordinate connectivity at a local level. While our campaign has focussed more on the building of infrastructure, it strikes me that by having a dedicated person or team with the skills to coordinate policy across local authorities, digital inclusion should also be a key element of this role.?