Digital Inclusion & Capabilities

Citizens Online defines digital inclusion as being "about ensuring the benefits of the internet and digital technologies are available to everyone". It includes both access to the internet and the ability to use it. 

Digital exclusion affects the most vulnerable, the elderly, those living in rural areas or in areas of deprivation, and those on low incomes. Its impact can mean different things for different people and often very personalised. As such, activities do not always reach the desired outcome and can be a challenge in measuring its overall impact. 

Over the years there have been multiple studies and research pieces into digital inclusion, all of these recognise that the nature of digital exclusion is complex and multi-faceted, with barriers and challenges to digital inclusion wide-ranging. The barriers and challenges to digital inclusion include: 

Access

It is essential for individuals to have access to the internet, which requires the most appropriate device for their needs (such as a smart phone, tablet, laptop or computer) and an internet connection, like broadband Wi-Fi or cellular/mobile data. The common reasons for lack of access can be related to: 

• Affordability - the cost of internet services can be a barrier for some people, especially in low-income households. Additionally, the cost of replacing or repairing devices or software can be prohibitive - especially where the individual has specific requirements or needs. 
• Disability - people with disabilities may face additional challenges in accessing the internet, such as those with mobility problems, visual or hearing impairments.

Engagement, Skills & Capability

It is important for individuals to have the skills and capabilities to participate in the digital world, allowing access to information and resources that available online, such as job opportunities, educational materials and healthcare information. The common reason for lack of digital skills and capabilities can relate to:

• Awareness - some individuals may not be aware how they can use digital technology or the opportunities that exist. 
• Motivation - some individuals may simply not be interest in learning digital skills, or may not see the value in doing so. In some cases, individuals may feel intimidated or struggle to know where to start, which can prevent them developing digital skills. 
• Trust - some individuals may be worried about cybercrime and lack the confidence to recognise and mitigate these types of attacks. 
• Generational - older generations may not have grown up with the digital technology and may not be as familiar or comfortable with it as other generations. 
• Education - some individuals may not have had access to the education or training that could have helped them develop skills that support the use of digital. 
• Language barriers - individuals who speak other languages other than the dominant language of digital information can find it difficult to participate. 

Accessibility

Public sector organisations have a duty to comply with the accessibility requirements, which build on existing obligations to people who have disabilities under the Equality Act 2010. However, it is good practice to design digital applications, website and services accessibly and inclusively (including voluntary community and private sectors), as well as, produce and publish digital materials that meet accessibility standards. The common barriers to accessibility are:

• Inaccessible design - website and digital content that are not designed with accessibility in mind can be difficult or impossible for people with disabilities to use. 
• Lack of alternative text - alternative text, also known as alt text, is text that describes impacts and other non-textual content for people who use screen readers. Without alt text, people with visual impairments may not be able to understand the content. 
• Inadequate colour contrast - website that use low-contrast colours or colour combinations that are difficult to distinguish can be hard for people with visual impairments to read. 
• Inaccessible multimedia - multimedia content, such as videos and audio recordings, should include captions, transcripts, and audio descriptions to ensure that people with hearing impairments can access to content. 
• Keyboard-only accessibility - website that rely on mouse-based navigation can be difficult or ipossible for people with motor disabilities who rely on keyboard-only navigation. 
• Inaccessible forms - online forms that are not designed with accessibility in mind can be difficult or impossible for people with disabilities to fill out. 
• Poor website structure and organisation - websites that are poorly organised or have confusing navigation can be difficult for people with congnitive disabilities to use. 
• Inaccessible documents - documents (particularly PDF) should be accessible to use screen readers, but often they are not properly tagged, which can make them difficult for people with visual impairments to access.
• Inaccessible content - poorly or complex written content can be a barrier. It is important to meet user needs by using short sentences, simple vocabulary and sub-headed sections, as well as, being specific, informative, clear and to the point. 

In ensuring everyone has access to and effectively use digital technologies, there are wide-reaching benefits and opportunities for individuals, as well as, public, voluntary and community sectors. 

Access to information

Digital inclusion provides people with access to a vast amount of information that they would not have been able to access otherwise. This includes, information on healthcare, education, employment, public services and more. 

Economic opportunities

Digital inclusion opens up economic opportunities for people, such as online jobs, entrepreneurship and e-commerce. 

Social connection

Digital inclusion enables people to connect with others, regardless of their location or physical ability. This can help combat social isolation and loneliness.

Education and learning

Digital inclusion provides access to educational resources and opportunities for lifelong learning. 

Improved health outcomes

Digital inclusion can improve health outcomes by providing access to telecare, telemedicine, health education and other health-related resources. 

Environmental benefits

Digital inclusion can reduce the need for travel and paper-based processes, which have a positive impact on the environment. 

Increased civic engagement

Digital inclusion can increase civic engagement by providing access to public service, information about policies and issues, and platforms for public advocacy. 

Enhanced creativity and innovation

Digital inclusion can stimulate creativity and innovation by providing access to tools, resources and platforms for expression and collaboration. 

Improved accessibility

Digital inclusion can improve accessibility for people with disabilities by providing assistive technologies, accessible websites and other accommodations. 

Greater productivity

Digital inclusion can increase productivity and efficiency in a variety of contexts, such as work, education, and healthcare, by streamlining processes and reducing barriers to access.

Improved financial literacy

Digital inclusion can improve financial literacy by providing access to financial tools and resources, such as budgeting apps, online banking, and investments platforms. 

Expanded cultural and linguistic awareness

Digital inclusion can expand cultural and linguistic awareness by providing access to diverse perspectives, languages and cultural expectations. 

Increased digital safety and security

Digital inclusion can promote digital safety and security by providing access to resources and training on online safety practice, privacy protection, and cybersecurity.

Online security threats

Being digital included means that you are more likely to use online services, which could make you vulnerable to security threats such as hacking, identify theft, and phishing scams. 

Cyberbullying and harassments

The anonymity of the internet can lead to increased incidents of cyberbullying and harassment, which can have serious emotional and psychological effects on individuals.

Online addiction

Access to digital technologies can lead to addictive behaviour, such as spending excessive amounts of time online or playing video games, which have negative effects on mental health and relationships.

Exposure to inappropriate content

Digital inclusion can also expose individuals, especially children and young people, to inappropriate content, such as pornography and violent videos.

Online radicalisation

The internet provides a platform for extremist groups to spread their ideologies and recruit new members. Digital inclusion can expose individuals to these groups and make them more vulnerable to radicalisation. 

Privacy violations 

The widespread use of digital technologies can result in the collection and use of personal data by companies and public sector bodies. This can lead to privacy violations and the use of personal information. 

Disinformation

The internet has made it easier for false information to spread quickly and widely, leading to confusion and misinformation. This can have serious consequences, such as influencing elections and public health crises.

Technology obsolescence

The rapid pace of technological change can result in devices or systems becoming obsolete quickly, which can lead to a loss of access to important information or services. 

We want everyone in Kent to have access, skills, confidence and motivation they need to participate in, contribute to, and benefit from a digital world - improving education, health and economic outcomes for the county, enabling digital transformation, and increasing accessibility for all. 

Kent County Council is developing their digital inclusion strategy, however we have adopted some fundamental principles in improving digital inclusion together with partners. These have been embedded in our activities that include digital inclusion.

Tailored

Ensure that digital inclusion interventions are tailored to the needs of the individuals being supported. 

Empowered

Empower individuals and organisations to take control of their own digital journey, providing a safety net of support to sustain digital inclusion. 

Accessible

Ensuring that the accessibility needs of individuals are championed, embedded and met. 

Cohesive

Facilitate a cohesive, collaborative and partnership-led approach to improve digital inclusion across the county. 

Holistic

Sustain digital inclusion by identifying and tackling with other services the wider social and economic barriers faced in parallel.