The Digital Inclusion All-Party Parliamentary Group (APPG) recently held a round table event to discuss the importance of digital inclusion and ways to bridge the digital divide. Hosted by Chair Matt Warman MP, of the Digital Inclusion APPG, the event brought together experts, policymakers, and stakeholders to share insights and ideas on how to ensure that everyone has access to the digital tools and skills they need to thrive in today’s digital world.
As We Are Group is a new partner to the APPG, I seized the opportunity to share our unique approach to creating inclusive support services that bridge the data, skills, and educational poverty divides in the hope that this will shed light on the challenges when attempting to “fix” digital exclusion and draw awareness to how We Are Group continues to overcome these challenges.
The following gives you an insight into the main points of the discussion and my takeaways.
How is We Are Group delivering inclusive support?
We are dedicated to offering a comprehensive support system adapted to meet the needs of those who require our help the most.
Our philosophy is simple: no person should be left behind regardless of age, geographical location, race, ethnicity, ability or mobility. Hence, we provide a mix of services via various channels to ensure that our support is tailored to individual needs. This necessitates an agnostic stance towards any specific supplier or charity that provides community support. Instead, we focus on integrating ALL available support options, from one-to-one telephone or home training for those unable to visit a centre to working with local libraries and the Citizens Advice Bureau. Our goal is to present end users with the broadest range of choices based on their specific needs.
Why is We Are Group’s approach so unique?
The essence of our approach is best captured by the concept of a “one stop shop” for support. This was recommended in last year’s State of the Nation report by this APPG. Our unique Wel-Tech Platform delivers on this premise. Powered by people and reinforced by technology, we aim to effectively address users’ unique needs. Our range of inclusive services spans digital and financial well-being, and we pride ourselves on measuring the impact of our services on individuals and their communities.
An example of the tangible benefits of our approach is the case of Russell. He used the Lloyds Banking Group Digital Skills service we manage on their behalf, which delivered one-to-one training from the comfort of his home, complete with connectivity and hardware.
How are new technologies, such as AI, affecting digital inclusion in the UK?
The answer, we believe, hinges on AI’s development, implementation and regulation. If harnessed correctly, AI can be a powerful tool for inclusion, such as voice recognition technology for people with disabilities. However, without a focus on digital inclusion and skills, it could exacerbate existing inequalities by creating a gap too broad to bridge. Government policies that prioritise equal access to technology address algorithmic bias and ensure privacy can contribute positively to digital inclusion.
The AI skills gap is a complex challenge for businesses. We suggest a three-pronged approach involving staff training in data and AI skills, leveraging AI technologies to automate mundane tasks, and thereby freeing up human workers to focus on upskilling and serving their customers and communities, is needed. That’s why we believe in training colleagues and customers with the same content.
How is the continued cost-of-living crisis affecting digital inclusion in the UK?
We believe these two issues are codependent. The current cost of living crisis is intrinsically linked with digital exclusion. As the financial strain increases, many individuals simply cannot afford internet access, let alone the devices necessary to use it. This is where financial inclusion and digital inclusion intersect. The Labour Party Financial Services Review recently highlighted the need for digital inclusion to feature heavily in policy, a sentiment we wholeheartedly support.
We also know from the insights of the Lloyds Consumer Index in 2023 (with Lloyds Banking Group one of our clients and partners) and the bespoke ‘lived experience’ study with Three Hands Insight that the cost-of-living is one of the three main pain points alongside a fear of fraud and lack of motivation to learn, forcing people to be digitally excluded. Our experience and insights corroborate this, which is why our Fraud Support is such a popular service.
While recognising the challenges, it’s crucial to focus on solutions. We Are Group, and I believe that education, accessibility, and community engagement are key to fostering a more inclusive digital landscape. This is why we advocate for a “one stop shop” approach, enabling people to access the support they need when they need it most.
We at We Are Group are committed to making digital inclusion a reality for all. We look forward to continuing our collaboration with the APPG and other businesses and organisations that want to join us on this journey towards a more inclusive future.
By Julia Chippendale, Head of Business Development at We Are Group.