Citizens Advice Scotland (CAS) has warned that increasing numbers of people are seeking advice from Citizen Advice Bureaus because they lack the access or skills to use the internet, with a 59% increase in two years.

In the year 2023/2024 the Scottish CAB network recorded 3,065 digitally excluded clients, compared to 1,932 in 2021/2022. 

According to the charity, digital exclusion can impact individuals’ basic rights, such as using banking or council services, the availability of educational resources, and the use of health services.

Earlier CAS research has found that this manifested into people being unable to complete electronic forms, difficulties in applying for social security benefits, and social isolation.

Promoting digital inclusion has become a central issue of the Scottish Government in recent years. The launch of the Connecting Scotland programme in 2021 saw £48 million of investment go towards providing low-income households with digital devices and support, with 61,000 devices and free internet access being delivered.

Likewise, Scotland’s Digital Participation Charter, also introduced in 2021, saw hundreds of businesses and organisations across the country commit to supporting employees to develop essential digital skills and use digital services with confidence, with a refreshed Digital Inclusion Charter due to be launched in 2024. 

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More recently, Audit Scotland announced that the Auditor General for Scotland and Accounts Commission would be carrying out a joint audit on digital exclusion during 2023/24 to determine how well public bodies are tackling digital exclusion, how it affects access to services, as well as how digital exclusion impacts people and their human rights. 

“The consequences of being digitally excluded vary from being unable to apply for jobs or benefits, or unable to access consumer services like price comparison or anti-scam websites,” CAS spokesperson Kyle Scott said.

“It also excludes you from staying connected and in touch with loved ones, so it can have a big impact on people’s mental health and loneliness. 

“We have long urged governments and other agencies to make sure that essential services are available by phone and in-person as well as online. We’d also like to see greater provision of free training in digital skills.”

At a national level, the Digital Poverty Alliance, a non-profit charity aiming to eradicate digital poverty in the UK, recently launched its new Charter for Digital Inclusion, and updated its National Delivery Plan, calling on organisations of all sizes to commit to actionable goals on raising awareness, device donation, digital skills development, and partnership for impact.