Digital Inclusion Innovation Programme

Supporting boroughs to tackle digital exclusion in London

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Status: Live


London boroughs have long been concerned about the issue of digital exclusion. The Covid pandemic has made taking action to tackle it more urgent and important than ever.

The London Recovery Board’s Digital Access for All Mission has set a goal for “Every Londoner to have access to good connectivity, basic digital skills and the device or support they need to be online by 2025.” As part of this mission, the GLA and LOTI have launched The Digital Inclusion Innovation Programme (DIIP). Working with partners in the public, third and private sectors, our goal is to use innovation methods to discover, design, develop and scale initiatives that support digitally excluded Londoners who have been left particularly vulnerable during the Covid pandemic. This work started in June 2021 and will last for 2 years.

Programme goals

The Digital Inclusion Innovation Programme aims to deliver positive outcomes for London residents, public sector and VCS staff and the wider community of organisations that support digitally excluded people:

For residents: A “minimum access package” that provides a menu of options, backed up by a range of reliable and affordable provision to meet individuals’ essential device, data and skills needs will be available to digitally excluded Londoners.

For borough / voluntary sector staff: Practitioners who work with digitally excluded Londoners will be easily able to access quality information, resources, services and peer support on digital inclusion to aid their users. The evidence base on what works – and the range of mature interventions that can be scaled – will be more extensive.

For corporates: Information on the scale and nature of digital exclusion in London will be more detailed and easily accessible, giving companies a greater ability to provide offers of philanthropic support where they are most needed.

Initial Projects

The following four projects have been identified for the first wave of activity under this programme:

  1. Mapping Digital Exclusion with Data – This project will build on a previous piece of work by LOTI boroughs to use data to map the scale and nature of digital exclusion in London. The intention is to test how data insights can help improve the targetting of digital inclusion services more effectively.
  2. Digital Inclusion Research – This project brings to light the range of digital inclusion initiatives in London, the key barriers and success factors to tackling digital exclusion.
  3. Device Upcycling – This project explores how we can encourage and help London’s public sector organisations to upcycle their retired devices to benefit digitally excluded Londoners.
  4. Digital Inclusion in Temporary Accommodation – This project aims to address the specific needs of digitally excluded individuals and families living in temporary accommodation.
  5. Supporting Dementia Carers – This project builds on a previous discovery by Community Makers to find ways to find digitally-enabled ways to support the carers of people living with dementia.

Get involved

If you work in London local government and wish to get involved in these projects or stay connected with the rest of the programme, we invite you to join our Basecamp space where we will post major announcements and opportunities.



Digital Inclusion Case Study Library

A searchable database of 28 international case studies on digital inclusion initiatives.

Guide to councils’ powers to fund digital access for disabled people

Guide on how councils can fund provision of computer devices and connectivity for people living with disabilities.

London Digital Exclusion Map

A map for digital inclusion leads, VCS organisations and others to understand the geographic distribution of digital exclusion to ward level.

London Digital Exclusion Personas

Pack of 24 personas of digitally excluded individuals, created by London boroughs as part of LOTI's mapping digital exclusion project.

Project Timeline


Tender for temporary accommodation discovery published

LOTI is seeking to commission a discovery project to help understand the needs of residents living in temporary accommodation hostels and identify potential interventions that may help address those needs. The tender documentation can be accessed via the Contracts Finder website.




Summary Notes Device Upcycling Workshop 27 07 2021


Device upcycling workshop

A joint workshop with the Pan-London Digital Inclusion Working Group to explore boroughs’ experience with device upcycling / provision and ways in which LOTI can support.


Emerging digital inclusion research findings

LOTI commissioned Will Bibby (freelance strategist and researcher specialising in social and public innovation) to undertake research on the submissions to our crowdsourcing exercise. Here’s a summary of  emerging high-level themes and insights from his interviews.

Digital Inclusion Research Findings

DDIP workshops

DIIP Workshops

To kick-off two projects, LOTI willl be hosting a workshop to explore the potential of device upcycling as a contribution to solving digital exclusion (register here), and phase 2 of the mapping project focussing on drawing insights to target interventions (register here).

Summary Notes Digital Inclusion Temporary Accomodation Workshop


Digital inclusion in temporary accommodation (TA) workshop

A project scoping workshop exploring the nature of digital exclusion experienced by residents in TA. As part of a discovery phase, we’ll seek to undertake a deeper dive into the barriers and problems experienced by residents in TA and identify potential interventions that may help with getting them online.

Device upcycling research

A report on the device upcycling practices in London’s public sector and the capacity of the upcycling market, conducted by Ruth Puttick, on behalf of LOTI and Nominet.

Device Upcycling Research

Table showing first wave of DIIP projects

First DIIP projects selected

Four projects have been selected for the first wave of activity in this programme. 1) Mapping Digital Exclusion with Data, 2) Device Upcycling, 3) Digital Inclusion in Temporary Accommodation, 4)  Supporting Dementia Carers. If you wish to get involved in these projects, please email to be connected to our Basecamp space.


Digital Inclusion Innovation Programme Workshop 2

A workshop for London boroughs to explore potential digital inclusion projects that could benefit from a collaborative approach. Find out more about the projects we’ll be conducting in the first wave here and a full summary of discussions here.

WEBSITE COPY Of Workshop 2 Digital Inclusion Innovation Programme


LOTI Show & Tell

LOTI Central Team share the desired outcomes for the programme, the approach to engagement, and insights gathered from crowdsourcing what initiatives have been undertaken in London so far.


Digital Inclusion in London: Establishing where we are Workshop

A workshop for boroughs and their partners to share details about digital inclusion initiatives and explore ideas for future projects. The summary can be read here.

Workshop 1 Summary Notes LOTI Digital Inclusion Innovation Programme

Crowdsourcing Digital Inclusion programmes

We’ve reecived 100+ submissions from organisations in London sharing details about initiatives, projects and programmes of work they have undertaken, or are currently undertaking, to support digitally excluded Londoners. Details can be found in this blog & the airtable can be accessed here.


Digital Inclusion Innovation Programme

This deck outlines the initial areas of focus and planning timeline for LOTI’s work with boroughs and the GLA to support digitally excluded Londoners who have been left vulnerable during the Covid pandemic.

Digital Inclusion Innovation Programme
Guidance – Local Authority Duties And Powers To Fund Provisions To Enable Digital Access For Disabled People -.docx


Disability Law Service Guidance

Advice on how Local Authorities can make use of their duties & powers to fund provisions to enable digital access for disabled people.


Digital Access for All Mission

The Mayor of London has allocated £1.5 million over the next two years to work with the London Office of Technology and Innovation (LOTI) to tackle digital exclusion and help Londoners access the devices and skills they need to get online.

Mayor of London grey


Social Value in Procurement webinar

LOTI is hosting a webinar for boroughs to explore how to make use of social value clauses in procurement contracts to tackle digital exclusion.


Commissioning Research

LOTI has commissioned four days of web research to identify examples of digital inclusion best practice from around the world. The case studies found as part of that research will form part of a digital inclusion library we will share on our Resources page.

Person working at a laptop


LOTI Dragon’s Den: Bridging the Digital Divide

Full recording of LOTI’s two-hour session at Digital Leaders Week.


Pitch 7: Crowdfunding for digital devices

Philip McCorkell (Communications Manager) and Ally Round (Principal Policy and Projects Officer) shared details about the London Borough of Camden’s collaboration with Camden Learning to create a Crowdfunder to end the digital divide for Camden pupils. Full video here.

Camden Pitch_ LOTI Dragon's Den at DigiLeaders Week
Lambeth Pitch_ LOTI Dragon's Den at DigiLeaders Week


Pitch 6: Internal digital engagement campaign

Paul Tait (Delivery Manager) shared learnings from London Borough of Lambeth’s 18-month project (which is still underway) to improve their staff’s awareness of and ability with workplace technology, specifically Microsoft Office 365.


Pitch 5: Improving digital skills internally

Dionne Lowndes (Head of IT and Digital) shared details about the London Borough of Southwark’s ‘DiTO’ framework, creating an internal culture of personal responsibility for Digital and Innovation competencies development.

Southwark Pitch_ LOTI Dragon's Den at DigiLeaders Week
Brent Pitch_ LOTI Dragon's Den at DigiLeaders Week (1)


Pitch 4: Connectivity+devices+skills

Lucy Dunn (Workstream Lead – Digital Enablement) & Ala Uddin (Head of Adult Education – Brent Start) shared details about London Borough of Brent’s free package which includes connectivity + devices + skills training for residents in the greatest need.


Pitch 3: Digital skills guides

Opama Khan (Head of Digital Place) shared details about how the London Borough of Croydon developed hard copy digital skills guides as an analogue solution to a digital challenge.

Croydon Pitch_ LOTI Dragon's Den at DigiLeaders Week
Kingston & Sutton Pitch_ LOTI Dragon's Den at DigiLeaders Week


Pitch 2: Content curation & digital marketing

Daniel Green (Corporate Head of Health Behaviours & Public Health Services) shared how Royal Boroughs of Kingston and Sutton’s shared service curates relevant resources online to amplify the council’s services to those who need to access it via social media and other channels.


Pitch 1: Multi-generational buddy system

Susan McFarland-Lyons (Senior Delivery Manager) shared details about how London Borough of Hackney adapted Salford Foundation’s model to develop a multi-generational buddy system, pairing young people with older residents to teach them digital skills.

Hackney Pitch_ LOTI Dragon's Den at DigiLeaders Week

LOTI at DigiLeaders Week


LOTI Dragon’s Den at DigiLeaders Week

LOTI is hosting a two-hour session on 14 October from 12-2pm at DigiLeaders Week to showcase the products and projects that London boroughs have developed to bridge the digital divide across the capital.


Digital Inclusion Workshops Summary and Recommendations

On Monday 28 and Wednesday 30 September, LOTI held workshops to explore digital inclusion issues based on residents’ increasing need to access education, work, training, social connections.

September 2020_LOTI Digital Inclusion Workshop Notes
LOTI Digital Inclusion for Covid Recovery


Project Overview and Workshop slides

As digital exclusion is a multi-faceted issue that cannot be addressed in one go, we held two discovery workshops to explore and identify specific areas where we have the influence and ability to make change happen.

Project Kick-off