Older people
- Lack of up-to-date digital skills
- Outdated software and devices; no broadband
- Digital formats and requirements are challenging
- Unaware of the support available, or support is not suitable (e.g., not 1-1, too fast paced, irrelevant content)
- Lack of trust and fear of scamming
- Lack confidence and feel embarrassed
- Confused by multiple sources of information
- Don’t want to be forced online
People with disabilities
Many of the same barriers as older people, plus:
- Barriers specific to the disability
- Visual impairment: lack of awareness of what’s available, digital formats not suitable, can’t absorb information passively, need special software/apps/hardware, frustration
- Learning difficulties: digital formats not suitable, need more video content, simplified forms and websites
- Physical disabilities: difficult to access digital support, lack of confidence
People for whom English is not their first language
Varies by group:
- Asylum seekers/immigrants: lack of devices and data (e.g., modern smartphone, laptop), may not have reliable Wi-Fi/broadband, varying levels of digital skills, changing circumstances and/or poor English make it difficult to access formal digital support, complex digital forms and processes
- Older females: limited digital skills, fear of doing something wrong online or being scammed, lack confidence to access support outside the family, confused by multiple sources of information
Unemployed or economically inactive
- Lack access to modern devices, reliable Wi-Fi and broadband (financial barrier)
- Chaotic lifestyles make it difficult to access formal digital support
- Limited digital skills
- Reluctance to learn: not interested, can’t see the benefit, fear, lack of confidence, low literacy
- Complex digital forms and processes
People in social housing
- Financial: can’t afford smartphone, laptop, broadband or mobile phone contracts; or can’t afford to replace them
- Digital forms and processes are too complex
- Those with children are unable to support them with a suitable homework device or advice on staying safe online
- Limited digital skills
- Attitudinal: not interested, don’t see why they should do things online, lack confidence
Homeless people and those at the fringes of their community
- Financial: can’t afford smartphone, laptop, broadband or mobile phone contracts; or can’t afford to replace them
- Circumstances: chaotic lifestyles make regular online access difficult, frequent phone number changes cause problems, bigger things to worry about than digital inclusion
- Digital forms and processes are too complex
- Limited digital skills
- Attitudinal: lack of trust in the system
