Welcome to the LGA's Digital Inclusion Hub. Here, you'll find resources and guidance from local authorities, government agencies, civic society organisations, and other stakeholders to support the role of councils in addressing the digital divide.
It is well documented that digital inclusion does not exist in a vacuum; it intersects with numerous other priorities. From health inequalities and poverty to homelessness, service digitalisation, and employability, the work of embedding digital inclusion depends on a range of critical issues.
Local and combined authorities possess the responsibilities, relationships and assets that make them best placed to support digitally excluded residents within communities.
By addressing digital exclusion, local authorities, across tiers and types, can reduce loneliness, poverty, and other socio-economic challenges while improving skills and civic engagement.
This paper explores the multifaceted role of local authorities in strategic digital inclusion delivery, examining the intersecting priorities, the fragmented funding landscape, the vital partnerships that underpin successful initiatives, the strategic delivery models that drive impact, and the challenges of accurately measuring impact.
Realising the government's digital inclusion ambitions requires a fundamental shift towards recognising and sustainably investing in local authorities as strategic partners, leveraging their unique expertise and community connections.
Local Government Digital Inclusion Network
Research from Cornwall Council and Plymouth University: Exploring "No One Left Behind", a report commissioned by the council to inform their new Digital Inclusion Strategy.
Digital Communities Survey: We shared headlined from the LGA's recently published Digital Communities Survey which explored the government capacity and capability in digital inclusion
Social return on investment and impact framework for digital inclusion: We facilitated a discussion on new research led by Cambridgeshire council and discussed the network's engagement with this work
Digital Communities Survey: Colleagues had a discussion about the live survey exploring capacity and capability of councils in digital inclusion. We also shared information about ongoing LGA programme activity including case study development, a digital inclusion hub update, and upcoming research into the "multiplier effect" of dedicated digital inclusion capacity.
Good Things Foundation: We had a presentation from Good Things Foundation on work into Indicators of Digital Inclusion and the upcoming Get Online Week campaign. LGA and Good Things Foundation partnered for a webinar "Baked in, not bolted on" about greater integration of DI in local authorities.
Hyperlocal Digital Inclusion: We shared the recently launched (Independent Commission on Neighbourhoods) report into hyperlocal digital inclusion which the LGA, Good Things Foundation and Leeds City Council fed into.
Research Insights: New research, presented by Will Plant from Cambridgeshire County Council highlighted the complexity of digital exclusion, particularly among “Not for Me” and “Reliant on Others” groups, who make up over half of the digitally excluded population. The findings stress the need for nuanced, person-centred approaches and better support for proxy users.
Embedding Inclusion in Policy: A recent focus group explored how Equality Impact Assessments (EqIAs) can be used to embed digital inclusion across council services. Key needs identified include improved data collection, cross-organisational ownership, and tailored training for officers and members.
LGA Programme Updates: The LGA outlined upcoming initiatives including a national survey on council capabilities, a refreshed resource hub, a digital inclusion case study bank, and work to standardise impact evaluation. Councils were encouraged to contribute examples and join working groups.
Age UK Campaign & Offline Access: Nadine Kennedy (Age UK) presented findings from the Offline and Overlooked campaign, highlighting barriers older people face in accessing services and calling for a legal right to offline public service access.
Embedding Digital Inclusion in EqIAs: Annie Radcliffe (LGA) shared how councils can integrate digital exclusion into Equality Impact Assessments, promoting fair access and inclusive service design through updated templates and training.
Policy & Programme Updates: The Department for Science, Innovation and Technology provided updates on the Digital Inclusion Action Plan, including device donation initiatives, stakeholder engagement, and evidence gathering to support future funding and strategy.
Local Authority Workshop: Members discussed key challenges in delivering digital inclusion locally, including inconsistent funding, varied strategies, and the need for stronger leadership, coordination, and impact measurement.
DSIT Update: The Department for Science, Innovation and Technology shared updates on the now-live Digital Inclusion Action Plan, upcoming spending review priorities, and the launch of applications to join the Digital Inclusion Action Committee chaired by Baroness Hilary Armstrong.
Community Collaboration: New initiatives were introduced, including VMO2’s Better Connections Plan briefings to support local authority engagement in digital inclusion.
Data & Measurement Focus: Faye Van Flute & Vikki Paul (Lloyds Banking Group) presented findings from the 2024 Consumer Digital Index, highlighting regional disparities in digital skills and the economic benefits of digital capability.
Improving Metrics & Collaboration: Dr Emma Stone (Good Things Foundation) shared updates on efforts to align national digital inclusion metrics and address data gaps, especially at the local level, through collaboration with organisations like Ofcom, Nominet, and DSIT.
Community & Research Updates: A new Digital Inclusion Community of Practice will launch in January, contact [email protected] to join, and a new report from WPI Economics explores the link between deep poverty and digital exclusion, aiming to drive cross-sector engagement.
At this session, the LGA Digital Inclusion Network provided collective feedback to the Department for Science, Innovation and Technology (DSIT) on its proposed definition and indicators of digital inclusion.
Definition Feedback: Members broadly supported DSIT’s definition, which includes access, skills, digital services, and confidence. Suggestions included explicitly adding motivation as a key factor, and recognising the role of councils in frontline service delivery.
Indicators Feedback: While DSIT proposed indicators around connectivity, device access, and skills, members stressed the need for clarity on their purpose - whether to measure risk or impact. Concerns were raised about gaps in the indicators (e.g. confidence, service access), the risk of oversimplified benchmarking, and the need for consistent, contextualised data.
Next Steps: The network emphasised the importance of co-designing indicators with local authorities, using narrative alongside data, and ensuring any national framework reflects the complexity and local variation of digital exclusion.
Ofcom Media Literacy Strategy: Fay Lant (Ofcom) shared their draft Media Literacy strategy, highlighting digital inclusion as a key theme and inviting feedback ahead of its official release.
Digital Skills Help Finder: George Unsworth (Mortar) and Doug Parrant (Essex County Council) showcased a new tool – the Digital Help Finder - to assess digital needs, connect users to services, and track progress, co-designed with the VCSE sector.
Age UK Campaigns: Age UK presented findings from their Offline and Overlooked report, calling for councils to maintain offline service options and improve digital skills support for older adults.
AI in Local Government: The LGA shared updates on its AI support and advocacy work, highlighting responsible adoption, digital inclusion considerations, and the launch of an AI practitioners network to help councils navigate ethical and practical challenges.
AbilityNet Support Offer: AbilityNet showcased their free digital support services for older adults and people with disabilities, including in-person visits, remote help, and training - plus new initiatives to support the PSTN switchover and device distribution.
EHRC ‘Digital by Default’ Project: Jonathan Timbers (EHRC) discussed the risks of digital-first services excluding older, disabled, and non-native English speakers, and the need for better data and non-digital alternatives to meet equality duties.
Minimum Digital Living Standard: Dr Emma Stone (Good Things Foundation) shared research defining what’s needed for digital inclusion today, highlighting that 4 in 10 households with children fall below this standard.
Health & Local Authority Collaboration: Good Things Foundation and Connected by Change shared early findings from research into how councils and health partners collaborate on digital inclusion, highlighting shared priorities like skills, trust, and access, and introducing a new maturity scale for partnership development.
Digital Inclusion Triage Tool: Karen Snape (Salford City Council) and George Unsworth (Mortar) presented progress on a triage tool helping frontline staff match residents with tailored digital support. The tool, a LGA pathfinder funded initiative is also being tested across multiple councils as ‘associate partners’.
UKSPF-Funded Digital Inclusion in Preston: Preston City Council outlined their UKSPF-funded digital inclusion work, including a new digital cooperative model developed with Community Broadband Network to expand affordable internet access through VCSE-led delivery.
Adult Social Care Information & Advice: Ben Bennetts (Socitm Advisory) shared progress on a project supporting councils to improve adult social care information services, with a focus on accessibility for digitally excluded groups. Key outputs included a toolkit, webinars, and a new community of practice.
Health & Digital Inclusion Research: Good Things Foundation facilitated a workshop to gather local authority insights on collaboration with NHS partners. Discussions informed a national research project exploring joint digital inclusion efforts across health and local authorities.
Opportunities to Contribute: Attendees were invited to share case studies, feedback, and examples of good practice to support both projects and shape future guidance.
Liverpool City Region Strategy: Rob Benson (LCR) shared how the Combined Authority is coordinating grassroots digital inclusion through a regional network, digital champions, and partnerships with industry and VCSEs, including targeted support for vulnerable groups.
Digital Skills & Connectivity: Paul Fleming (FutureDotNow) presented the UK Workforce Digital Skills Roadmap, while Gareth Elliott (MobileUK) highlighted the role of mobile connectivity in tackling digital exclusion, calling for improved access, skills, and infrastructure.
Digital Switchover & Campaigns: The LGA updated on preparations for the 2025 telephone digital switchover, and Louise Branch (Good Things Foundation) promoted Get Online Week, the UK’s largest digital inclusion campaign.
Primary Care & Digital Inclusion: Dr Ofra Koffman (NHS England) introduced new practical guidance: 10 Top Tips - to help general practices and health partners support digital inclusion, developed with Good Things Foundation and VCSE partners.
Digital Skills & Accessibility Support: Chris Grant (AbilityNet) showcased their volunteer-led digital skills support and accessibility tools, including My Computer, My Way, and encouraged local authority collaboration.
The Digital Exclusion Risk Index tool: The Digital Exclusion Risk Index (DERI) visualises the risk of digital exclusion for every LSOA (Lower Super Output Area) across England, Wales and Scotland.
Lloyds Consumer Digital Index:Updated yearly, the Lloyds Consumer Digital Index is the UK’s largest study of digital and financial lives. First published in 2016, the report uses transactional and survey data.
Digital Inclusion News: Updated by the 100% Digital Leeds team as part of their Digital Inclusion Toolkit.
The Minimum Digital Living Standard: The MDLS is 'the basket of “digital goods, services and skills” that facilitate an individual’s digital capabilities to effectively live a life they value'.
Good Things Foundationare the UK's leading Digital Inclusion Charity, developing evidence, building partnerships and powering community based activity to fix the digital divide.
The National Databank: is a partnership between Good Things Foundation, Virgin Media O2, Vodafone and Three, and provides free mobile SIM cards for people who can’t access the internet
AbilityNet: support a wide range of users; from older or disabled people looking for help with their technology to digital professionals advocating for accessibility and inclusion best practices within their organisation.
The Digital Poverty Alliance:develop policy and advocacy, gaining evidence, and bringing the DI community together to create the social change needed to end digital poverty by 2030.
FutureDotNow:is a coalition of industry leaders focused on closing the digital skills gap for working age adults. They are coordinating industry action to equip people across the UK with the Essential Digital Skills (EDS) they need to thrive in work and prepare for the digital future.
Jangala: is a pioneering technology charity with the a goal of connecting 4 million people to the internet by 2030. Born from a grassroots effort in 2015, they provide connectivity solutions to those at the "sharp end" of digital exclusion, working with leading aid agencies and community organisations worldwide.
Periodic Table of Internet Access: Good internet access is elemental to UK life. This free resource by Data Poverty Fellow Kat Dixon summarises an area of internet use with real-life example elements.
If you have any questions, or would like to get in touch, please contact [email protected]
