Insight: Digital inclusion must be at the heart of public services design

Good Things Foundation’s annual reception brought together organisations from across government, business and civil society to discuss how the UK can build a more digitally inclusive society. Good Things Foundation is the UK’s leading digital inclusion charity, working with community partners to help people build the access, skills and confidence needed to participate in a digital world.

The event also marked the launch of Digital Nation 2026, a new snapshot of digital inclusion across the UK. While the report highlights the scale of the challenge, it also offers a timely reminder of the opportunity that greater digital inclusion presents for individuals, communities and public services alike.

Speaking at the event, Baroness Lloyd, Minister for Digital Economy, underlined the importance of this agenda and welcomed the contribution of the Digital Inclusion Action Committee, which has been established by DSIT to act as an expert advisory group. She acknowledged that digital inclusion cannot be viewed as the responsibility of one department alone. Instead, it requires a whole-government approach, with collaboration across sectors to ensure everyone can benefit from an increasingly digital society. As the Minister noted, "Digital Nation 2026 highlights both the scale of the problem and the progress made."

The new data certainly does both. Three key reflections stood out for us.

1. Digital exclusion remains a mainstream challenge, not a niche issue

When we talk about digital exclusion, there can sometimes be an assumption that it affects a relatively small minority. The latest evidence paints a very different picture.

According to Digital Nation 2026, only one in three adults are comfortably online. Behind that headline sits an even more striking reality: 34 million adults use the internet with some form of barrier or vulnerability, 8 million adults lack basic digital skills, and 2.2 million people remain offline altogether.

These figures matter because we live in a society where digital access and confidence are increasingly assumed. Whether applying for work, managing health appointments, accessing government support or staying connected with friends and family, many aspects of daily life depend on being able to engage digitally.

Digital exclusion is therefore not simply a technology issue. It is a question of participation, opportunity and equality. If public services are designed on the assumption that everyone can confidently navigate digital channels, millions risk being left behind.

2. The benefits of inclusion go far beyond getting online

The report does more than quantify the challenge. It also reinforces the value of tackling digital exclusion.

People who are digitally included are not only better connected to services and opportunities, but they are also often happier, healthier and better off. Digital confidence can help someone access employment opportunities, manage their finances, maintain social connections and take greater control of their health and wellbeing.

This is an important reminder that digital inclusion should not be viewed as an end in itself. The goal is not simply to increase the number of people using technology. The goal is to enable people to participate more fully in society and access the opportunities that many of us take for granted.

For government, digital inclusion is not a separate policy agenda, but is fundamental to delivering better outcomes across employment, health, education and public services more widely.

3. Digital inclusion is delivered through human relationships

For organisations working on the frontline of public services, the findings are a valuable reminder that digital inclusion cannot be solved through technology alone.

Devices, connectivity and digital skills programmes all matter. But meaningful digital inclusion often happens through trusted relationships and everyday interactions: a conversation with an adviser, a practical demonstration, a supportive nudge or the confidence that comes from being able to ask for help without judgement.

This is particularly important for people who may face multiple barriers at once, including low confidence, poor health, financial insecurity, language barriers or previous negative experiences of services. In those circumstances, digital inclusion is rarely achieved through a purely digital route.

The most effective services will therefore be those that combine digital access with human support, offering people genuine choice in how they engage and building confidence at a pace that reflects their needs.

As public services continue to embrace digital transformation and new technologies create fresh opportunities for innovation, we must ensure that inclusion keeps pace.

Looking ahead, the challenge is not simply to get more people online. It is to ensure that everyone has the access, skills, confidence and support they need to participate fully in an increasingly digital society. Digitally enabled public services should remain human-centred public services, ensuring that technological progress widens opportunity rather than deepening exclusion.