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Why Digital Inclusion Still Matters in 2026

Written by Roz Dean

It’s 2026, you say — so why are we still talking about digital inclusion? Everyone has a smartphone, right?

Wrong.

Between 2018 and 2021, I worked as a Digital Inclusion Officer, and it was eye-opening to see just how many people are digitally excluded. It can really surprise you — some people have made an active choice to stay analogue, while others are vulnerable, overwhelmed or simply confused by technology.

Often, when we talk about digital exclusion, we are also talking about digital poverty. Just think about how expensive broadband packages can be, never mind how confusing they are, and how large companies often seem to profit from that confusion.

Recently, I found myself in a very stressful situation trying to change my fibre optic package. It was incredibly difficult to navigate, and I’m someone who has been actively online since I was 17 and considers myself reasonably digitally savvy. I remember thinking: Imagine if I were a vulnerable client. I could easily have ended up paying three or four times more than necessary.

So, what are the main factors that cause digital exclusion?

Cost and affordability

One of the biggest barriers is simply the cost of:

  • broadband or mobile data
  • devices such as laptops or smartphones
  • software subscriptions and digital services

Lack of digital skills and confidence

Many people have limited digital skills or feel anxious about using technology. This can include:

  • using email
  • completing online forms
  • online banking
  • navigating government services
  • spotting scams and misinformation

Age-related barriers

Older adults are statistically more likely to experience digital exclusion, particularly if:

  • they did not use digital technology during their working lives
  • they have limited support networks
  • they struggle with rapidly changing platforms and apps

Disability and accessibility challenges

Disabled people can face major barriers if websites, apps or devices are poorly designed. Common issues include:

  • inaccessible websites
  • lack of screen-reader compatibility
  • small text and poor contrast
  • complicated navigation
  • lack of captions or alternative formats

Poor connectivity and infrastructure

Some rural and coastal areas still experience:

  • slow broadband
  • unreliable mobile coverage
  • limited public Wi-Fi access

Even where infrastructure technically exists, quality and affordability may still be poor.

Education and literacy

Lower levels of:

  • general literacy
  • digital literacy
  • media literacy

can make online participation difficult.

Language barriers

People who speak English as an additional language may struggle with:

  • government websites
  • healthcare systems
  • online applications
  • technical terminology

Trust and safety concerns

Some people avoid digital services because they:

  • fear scams or fraud
  • distrust data collection
  • worry about privacy
  • have experienced online abuse or harassment

Services are becoming “digital by default”

A growing number of UK services now assume internet access, including:

  • benefits systems
  • banking
  • GP appointments
  • job applications
  • transport services

Social isolation and lack of support

People are more likely to become digitally included when they have someone who can help them learn informally. Those who are isolated may lack:

  • family support
  • community learning opportunities
  • trusted guidance

A lot of organisations have gone digital without fully considering their users’ needs, from government organisations and GPs to banks, bill payments and more. This has contributed to a wider digital divide, alongside poverty and educational inequalities.

What can organisations do to improve digital inclusion?

Being online can benefit health, wellbeing and opportunity, but how can we, as an organisation, improve the support we offer to some of our most vulnerable users and customers?

  • Improve access to technology: Provide affordable or free access to devices and Wi-Fi, if you have a physical space where clients access services.
  • Build confidence alongside skills: Create supportive environments where people feel comfortable asking questions, especially when they need help completing online forms or accessing services.
  • Consider delivering relevant training for staff and customers: Focus on real-life needs such as online safety, job applications, marketing, business growth and access to services.
  • Design accessible and inclusive digital services: Use plain English, mobile-friendly platforms, captions, accessible documents and simple navigation.
  • Offer ongoing support: Provide opportunities for drop-ins or informal support sessions where individuals can ask questions.
  • Promote digital wellbeing and online safety: Help people manage privacy, scams, misinformation, ethical AI use and healthy digital boundaries.
  • Work with trusted community partners: Collaborate with local organisations and build referral pathways for clients who may need additional digital support or training.
  • Train staff in digital inclusion practices: Ensure teams understand accessibility, inclusive communication and the barriers people face online.
  • Measure real impact: Track improvements in confidence, independence, wellbeing, employability and participation, not just attendance numbers. This can help improve future services and may even contribute to your organisation’s social value work.

Digital inclusion is a social issue

Digital exclusion is increasingly seen as a wider issue of social inequality rather than simply a technology problem. Organisations such as Good Things Foundation are helping to tackle this through community-based Digital Inclusion Hubs, free mobile data, access to devices and digital skills training.