Fresh research from LINK, the UK’s cash access and ATM network, shows digital exclusion remains a stubborn problem across the country, leading to painful real-world consequences across society.

LINK’s latest report, ‘Is the UK really ready to go digital?’, shows that almost a quarter of UK adults (24%) consider themselves digitally excluded in some form, rising to 44% among those with a household income of under £10,000.

Surprisingly, the data shows that 18- to 24-year-olds feel the most digitally excluded (42%), with those aged 75 and over following (30%). Although unexpected, the research claims that this is due to limited access to reliable broadband and internet-enabled devices, driving a sense of exclusion among younger age groups.

Digital exclusion was also higher among British Asians (36%) and Black British (31%) compared to White British (23%).

LINK’s survey, conducted among 2,000 people across the UK, found that over a quarter (27%) prefer using digital methods whenever they can, while 38% often prefer a digital approach. Meanwhile, 11% of respondents said they tended to opt for offline methods, with 5% choosing offline options whenever possible.

When online, people are generally confident in their digital skills, with 96% reporting they were confident in shopping for goods and services online, as well as 93% feeling positive about accessing government services.  

However, only 61% said they were confident in applying for a mortgage online, and only half (50%) feel confident enough to actively choose to do all their banking tasks online. Nearly one-fifth (18%) of people said they would prefer to bank in-person were that to be an option.

Digital confidence seems to be more of an issue for young people, too. The research shows that 18-24 year olds are feeling more digital anxiety than others, stating higher levels of confusion, confidence and a basic lack of understanding for completing everyday tasks such as online banking.

Despite the perception of this age-group spending more time online and being digital natives, in reality 18% describe themselves as ‘technophobes’.

The research underpins LINK’s recent UK digital exclusion pilot in Rhonda, South Wales, which tested ways to improve digital capabilities among the local population.

The project reached 150 residents across all groups, aiming to support individuals in improving digital opportunities for activities like work, money management, health, education, and communication.

“Digital inclusion matters. It affects career progression, social interactions and mental wellbeing, as well as productivity and economic prosperity,” said Adrian Roberts, deputy CEO at LINK.

“As we learned from our digital pilot in Wales, much can be done through targeted interventions to make a difference and this work must continue. What is also needed is a national approach that joins up and scales up the various local initiatives that already exist to really drive down digital exclusion across the country.”

Recommended reading

• Scots Firms Joint Most Confident Across UK Last Month
• Should Scotland’s Startup Ecosystem Really Be Like Silicon Valley’s?
• Digital Exclusion Growing in Scotland
  

Recent data showed that more than half of Scottish adults are unable to use essential digital services due to a lack of skills and online access, according to Citizens Advice Scotland which reported a 59% increase over two years in people seeking advice on how to use digital services.

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.