The study forms part of a new report titled Is the UK really ready to go digital? and builds on a year-long digital inclusion pilot in Wales sponsored by Link to understand how online capabilities can be improved at a local level.
Ofcom defines digital exclusion as a lack of access to reliable broadband as well as having trouble affording broadband or other internet enabled devices. But Link said it also applies to broader skills, exclusion and a lack of expertise and ability to safely navigate the online environment.
Nearly one-in-four (24%) adults classify themselves as digitally excluded in some form and this highest among 18 to 24-year-olds (42%) followed by those aged 75 and over (30%), the data reveals.
Link found a key driver is the lack of access to reliable broadband and internet-enabled devices that drives much of this perceived exclusion.
Income is the largest factor, with 44% of adults with a household income of under £10,000 identifying as digitally excluded. Digital exclusion was also higher among British Asians (36%) and Black British (31%) compared to White British (23%).
Wellness and wellbeing holidays: Travel insurance is essential for your peace of mind
Out of the pandemic lockdowns, there’s a greater emphasis on wellbeing and wellness, with
Sponsored by Post Office
The research also looked at broader confidence, preference for digital and how to improve digital capabilities.
It found that more than a quarter (27%) of UK adults favour a digital first approach wherever possible, with a further 38% tending to prefer a digital approach compared to offline. More than one in 10 (11%) tend to favour an offline approach with 5% using offline whenever possible.
Confidence for completing most ‘everyday tasks’ digitally was broadly quite high for respondents, with 96% confident in shopping for goods and services and 93% accessing government services. But only 68% said they were confident for paying for car parks digitally and 61% in applying for a mortgage. The most popular task done ‘offline’ was booking a healthcare appointment (51%).
Digital anxiety is especially problematic among 18 to 24-year-olds with more of this age group stating higher levels of confusion, confidence and a basic lack of understanding for completing everyday tasks such as online banking. Despite the perception for being digital natives and spending more time online, 18% describe themselves as ‘technophobes’.
Of all age groups 50% of UK adults felt confident enough to say that they actively choose to do all their banking tasks online. However, nearly one-fifth (18%) of people, while doing all their banking online, would prefer to bank in-person were that to be an option.
Link funded a digital inclusion pilot in Rhonda in South Wales to test ways to improve the digital capabilities of the local population.
The project reached 150 residents across all groups, aiming to support individuals in improving their digital opportunities for friendship, shopping, work, money management, health, education, and communication.
The support was provided by trainers through one-on-one sessions to whole day events giving access to free SIMs or loan of laptops and tablets.
‘Digitial exclusion affects progression and mental wellbeing’
Adrian Roberts, Link deputy CEO, said: “Digital inclusion matters. It affects career progression, social interactions and mental wellbeing, as well as productivity and economic prosperity. However, given the relentless speed of technological development, no matter what we do, digital exclusion will continue to exist. It’s not just about age and affordability, there is no guarantee that having the right skills today will mean having the right skills tomorrow. There is no single solution to addressing digital exclusion.
“What is certain is that we must not drift into a future where we have a two-tiered society with a digital world for the young and wealthy and a non-digital world for the older and poorer, where prices are higher and those least able to afford pay the most exacerbated by key services designed to be accessed digitally first.
“As we learned from our digital pilot in Wales, much can be done through targeted interventions to make a difference and this work must continue. What is also needed is a national approach that joins up and scales up the various local initiatives that already exist to really drive down digital exclusion across the country.”
