Partner Article

Government must consider "digital exclusion"

The Government must remember that significant numbers of people cannot go online or have no desire to, according to a report looking at the use of online public services.

The study from the National Audit office (NAO) suggested the aim to make public services “digital by default” is broadly acceptable to most SMEs and individuals, but many still lack the access, skills or willingness to complete online tasks.

An NAO survey indicates that around 83% of people use the internet, but age, socio-economic background and disability can impact their usage.

The Government hopes 82% of transactions with public services will be carried out online, but the NAO report suggests online use of some services falls short of that level.

Preference of face-to-face contact; unwillingness to provide personal information online; and low awareness of some online public services, were the three key areas holding people back.

Amyas Morse, head of the National Audit Office, said: “Online working is increasingly central to the delivery of government services and rightly so. But it is important to remember that there are significant numbers for whom this does not work – who cannot or do not want to go online.

“As the government moves towards ‘digital by default’ services, these people will need help to go online and continued access to services in the meantime.”

Of those surveyed in the NAO study, 17% did not use the internet and 72% do not intend to go online, meaning government departments would need to plan for around four million people in England who are likely to need assistance.

The report mentions that of those not on the internet, 48% receive help from friends and family with internet access, a fact not recognised in the government’s approach to assisted digital services.

This was posted in Bdaily's Members' News section by Tom Keighley .