Frequently Asked Questions

The Connection Project is a partnership of banks, telecoms companies, broadcasters, government and civil society organisations. We share a commitment to making sure everyone in the UK can take part and thrive in a digital society.

Technology is changing fast. Over the past 30 years, most sectors have moved online to improve how they work.

But each sector has done this separately, which means we’ve made progress unevenly and created gaps. This approach won’t take us all the way to a fully connected society.

We now need to plan a shared transition to a digital future that supports growth and reduces inequality.

The next wave of change is already happening, from changes to TV distribution to AI in public services.

Government decisions over the next few years will shape how this future works.

The pace of change is accelerating, and we need to be ready.

Our aim is that everyone can live well in a digital society.

This does not mean everyone has to be online.

It means:

• People can benefit from digital services where they want to.

• If someone can’t or doesn’t want to be online, services still work for them through trusted support, assisted routes or offline options.

No. Our goal is inclusion, not compulsion.

• Many people will simply need support to use services safely and confidently.

• Others, such as people with advanced dementia, will need carers or attorneys to act on their behalf through secure delegated access.

• Organisations would also provide accessible alternatives or assisted options wherever needed.

A fully digital and inclusive UK means better services for the public and stronger growth for the economy.

For people:

• More reliable and secure services as old systems are replaced.

• Simpler access to healthcare, work, education and day-to-day services, designed to be easier for everyone to use.

For the economy:

• Research for the BBC and ETV, using PwC modelling, suggests that suggests full digital inclusion could add £21–30 billion to the UK economy every year.

• Research shows a strong return on investment — around £9.48 in social benefit for every £1 spent on digital inclusion.

• Universal digital participation supports public service reform and reduces pressure on health, welfare and justice systems.

Running both old and new systems side-by-side is expensive and often leaves the least confident users with the worst services.

Some people argue we shouldn’t push people to adapt. But the digital world is already part of everyday life and, without support, many are struggling to navigate it safely. People need to be able to live well in the society that exists today. We must design our digital systems around people.

This means:

• inclusive mainstream services,

• assisted or alternative options where needed,

• extra safeguards where risks are higher,

• simpler, secure online choices.

Our goal is not to force people to change - it’s to make the digital world work for everyone.

Past national transitions show that change can be fair. For example, during Digital TV Switchover, support was widely available and no region was left behind.

With planning and the right help, we can avoid a two-tier system.

No - the aim is to design services around real human needs.

This includes:

• Inclusive design in mainstream services.

• Assisted or alternative routes for people who need extra support.

• Simple, secure digital options.

• Safe ways for carers or trusted people to act on someone’s behalf.

Research from Age UK and Citizens Advice shows that, when we design for people with higher barriers, services become better and safer for everyone.

Digital exclusion already harms individuals, communities and the UK economy. Without coordination, the problem will grow.

For individuals and households:

• People who are offline often pay more for essentials (around £900 extra per year on average).

• They have fewer work and learning opportunities.

• They are more exposed to fraud and poor-quality services.

• They may face worse health outcomes and increased social isolation.

For the economy and public services:

• Full digital inclusion could unlock £21–30 billion in productivity and efficiency gains each year.

• Households benefit from lower costs and easier access.

• Reducing reliance on outdated systems frees up money for better design and support.

• Early action reduces fraud and avoids the growing costs of running duplicate systems.

For society:

• Digital exclusion deepens inequality.

• It increases pressure on public services as people reach crisis later.

• It undermines trust and belonging when people feel left out.

A fully inclusive digital society would reduce these pressures, deliver fairer services and unlock major social and economic benefits.