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Appendix E: Defining Digital Inclusion

There is no universal definition for digital inclusion and no agreed way to measure it. Individual countries, businesses, charities, and local authorities use different metrics and definitions to assess the impact of their work.

The government has, through research and engagement with local authorities, Devolved Governments (DGs), expert academics and charities, developed a definition of digital inclusion. Having an agreed definition will provide a common language and assist in consistently measuring the success of policies and programmes.

Government’s definition of digital inclusion

Digital inclusion means ‘ensuring that everyone has the access, skills, support and confidence to participate in and benefit from our modern digital society, whatever their circumstances’. There are 4 priority focus areas that need to be addressed to achieve this: 

  • Opening up opportunities through skills which means developing the necessary digital skills and having access to the right training and support to meet people’s changing needs.
  • Tackling data and device poverty by ensuring access to sufficient, affordable and reliable internet connectivity and devices that are suitable for people’s lives.
  • Breaking down barriers with accessible digital services that are easy to use and save people time and / or money, with appropriate and well supported alternative pathways for those that need them.
  • Building confidence and supporting local delivery with an understanding of how being online can benefit you; trust that necessary protections for privacy and security are in place; and the ability to find support when you need help, including at a local (offline) level.

Who is digitally excluded, and how do we find them?

We recognise that digitally excluded individuals are often hard to reach, and any support we provide should meet their specific needs. Digital exclusion is a highly intersectional issue, meaning many people may belong to multiple groups, compounding their barriers to digital inclusion.

Digitally excluded people are often hard to reach and experience other factors that exclude them from being included in today's society. Barriers to delivering digital inclusion support include:

  • Lack of Awareness: Many people lack the available resources or support. This lack of information can lead to them missing out on opportunities to access digital tools and training.
  • Infrastructure Limitations: In some areas, the lack of proper infrastructure—like reliable internet connectivity—can limit access to digital tools and services.
  • Economic Factors: Financial constraints can prevent people from accessing devices, internet services, or training programs. The digital divide often mirrors economic disparities, making it crucial to address these issues together.
  • Ability and Literacy: Some individuals may lack the necessary digital literacy skills to navigate technology effectively. Disabled people may face unique challenges that require tailored support.
  • Trust Issues: Digitally excluded individuals might distrust organisations or programs offering help due to past negative experiences or general scepticism about technology.
  • Cultural and Language Barriers: Diverse populations may face language barriers or cultural differences that hinder their ability to engage with digital resources effectively.
  • Mental Health Issues: Individuals experiencing mental health challenges may be less inclined to seek out support or may face additional barriers in engaging with digital platforms.
Addressing the barriers to accessing digital inclusion support will create a more equitable environment where everyone can fully participate and access critical opportunities.

The groups that are typically most affected by digital exclusion include:

  • Young people
  • Older people
  • Disabled people
  • People living with long-term health conditions
  • People living in rural areas
  • Refugees
  • People for whom English is a second language
  • People in lower income groups
  • People with few or no qualifications
  • Unemployed people
  • People living in social housing
  • Homeless people
  • Small to medium sized business (SMEs)
  • Carers
  • Care leavers
  • Armed forces community
  • Gypsy, Roma, and Traveller (GRT) communities
  • People living with social deprivation

Glossary of Terms