Devices
- Old and damaged phones cause access issues because the software can no longer be updated and may not support certain websites/apps. A broken screen makes it difficult to use, or the battery life is severely impaired.
- Phones may break, get lost or stolen, be confiscated by the police, or must be left behind in domestic abuse cases.
- Homeless people can’t charge their phones easily.
Logistics & Infrastructure
- Outdated software on older devices (not compatible with latest websites/apps, slow, insecure). Many are unaware of the importance of updating software.
- Frequent phone number changes or delays in accessing emails can be problematic (e.g., linked to benefits accounts, services keeping in touch). Easy to miss appointments, incur benefit sanctions or be labelled as ‘not engaging’.
- Most digital support is limited by capacity or opening times, whether that is access to physical computers or skills support.
In schools
- In primary schools, there are not enough devices for children to use regularly or old devices that are slow to get going or too difficult to move from an IT suite to the classroom.
- Having to move back to pen and paper in primary schools for homework so children without a tablet at home can still take part. Missing out on practising digital skills and accessing helpful learning websites.
“I try to fill in the forms myself by translating it bit by bit with Google translate, but I only have this old mobile phone which keeps crashing because the wifi drops out or the form is too complicated.”
“Phone number changes cause problems. They’re trying to access their email and the system sends a verification code to a phone they no longer have.”
Disability
- The elderly often struggle to use smartphones without widely spaced, raised buttons.
- Phone screens are often too small for those with a visual impairment or the elderly.
- Web interfaces, website/app redesigns and updates can be a problem where insufficient thought has been given to colours or contrast used.
- Lack of awareness of what’s freely or cheaply available for those who are neurodivergent, have limited dexterity, or other needs (e.g. different mouse, keyboard overlays, Microsoft’s ease of access centre).
- Those with a learning difficulty cannot absorb written information online easily. Too complex for them; need more video content and easy read websites.
- Need help to complete forms.
- Those with a mobility disability find it difficult to access physical support locations (e.g. HIVE, libraries).
Awareness & circumstances
- Many don’t know what digital support is available around the city. Much of it is advertised digitally (which they don’t see).
- Some are overwhelmed by life with bigger things to worry about than digital inclusion; focused on housing or food, living very busy, sometimes chaotic lives.
- ‘No recourse to public funds’ status limits what support some people such as ex-offenders or refugees can access.
- Those in coercive or controlling relationships may have online access withheld.
- A significant consequence of being digitally excluded is exclusion from important areas of life such as social opportunities and practical information about the area where they live (amongst many others)
“I don’t feel I know what’s going on around me anymore.”
“I don’t know how I would cope if my son didn’t help me out with forms and that.”
“Most people with additional needs don’t know what’s available, where to get it or how to use it.”
