Excerpt: This report offers examples of good practice and recommendations for organisations that deliver services to users and help digitally excluded people with skills training.
Year Published: 2013
Date Published: 06/07/2021
Author/s: The Centre for Aging Better
Research Link: https://ageing-better.org.uk/sites/default/files/2021-07/COVID-19-and-the-digital-divide.pdf
Before the COVID-19 pandemic, people without access to the internet were already at a significant disadvantage in terms of seeking job opportunities, accessing financial support, and connecting with organisations. The pandemic has dramatically exacerbated this situation.
The Centre for Aging Better commissioned Citizens Online to understand more about the effect of COVID-19 on digital skills and usage. The research was conducted with a range of organisations, local authorities, and people aged 50-70.
The report finds that the key to building digital inclusion isn’t only about getting more people online, but also building skills and confidence.
National and local government need to recognise and promote the crucial digital support offered by local organisations to combat widening digital inequalities. It’s also important to recognise that many people still do not want to use the internet and want to continue using non-digital channels.
Summary of Key Findings
- There is a significant digital divide among 50–70 year olds, exacerbated by the pandemic.
- Digital inclusion is not just about being online, it’s also about building skills and confidence. Even a small number of skills building sessions can really boost confidence and use.
- Local and national organisations have had to adapt to continue to support users
throughout the pandemic. Most organisations who responded to our research were able to move services online (68%) or to telephone (64%). There are many examples of good practice where groups have supported people despite the challenges. - There is a lack of awareness among older adults of the support available. The
overwhelming majority of participants in our study were not aware of an organisation that could help them if they needed it, despite the prevalence of local support. This is an ongoing challenge in digital exclusion. - Organisations need more financial and peer support to support digital inclusion. Typically small, local organisations offering digital support are very effective at reaching out to people in need but have financial and resource constraints.
- Remote support has benefits beyond the role played in the pandemic. Accessing support by phone or online can be more convenient to people and more efficient for the provider.
- Non-digital channels still need to be supported. Many people still do not want to use the internet and want to continue using non-digital channels. More than half of hone poll respondents who were offline at the start of the pandemic still did not feel the need to start six months later.