This report assesses the causes of digital exclusion and what can be done to make digital public services inclusive by default.
The digital transformation of public services has the potential to create more convenient, accessible and responsive services. They can also help to reduce health and social inequalities by making systems more effective for public servants and patients.
The communities that could benefit most from digital public services, however, are more likely to be digitally excluded – meaning that they lack the ability to access or utilise digital technologies effectively. The digitally excluded are more likely to be older, less educated, unemployed, disabled and socially isolated.