What is it?

As part of our work towards the Digital Inclusion Innovation Programme, we conducted face-to-face surveys with the residents of Westminster, Kensington and Chelsea to better understand the challenges, barriers and potential motivators to becoming digitally included. Following analysis, we grouped the respondents into 5 segments of digital exclusion: Not for me; Reliant on others; Unconfident; Low income and confidence; Financially constrained. For each segment, we summarised the key barriers, its defining characteristics and the types of interventions required. This information can help practitioners identify suitable services to support their digitally excluded residents.

This resource starts with an overview of each of the segments. It also contains a matrix and a list of generic digital inclusion interventions to provide guidance for how these services can be mapped to the segments. To show how this resource can work in context, we have included an example from Barnet.

Why did we create it?

This resource has been created to help practitioners design processes to signpost residents to the relevant digital inclusion services in their boroughs. It can be used as a template when creating their own resource of digital inclusion interventions available to their residents.

Who should use it?

Practitioners working in digital inclusion, or who work directly with digitally excluded residents should use this resource.

The resource can be used by those designing libraries or directories of digital inclusion services to help match between needs and available services.

When bringing together a list of available services, we advise using the Government endorsed Open Referral UK Data Standard to ensure the information is gathered in a consistent and shareable format. Here’s a link to the standard.