Choosing a better digital future

Written by Natalie Ceeney CBE, this article explores what is needed to build a better digital future in the UK, focusing on improving digital inclusion and participation. It highlights how digital services must work reliably for everyone, as more essential services move online.

The piece calls for coordinated action across government, industry and the third sector to create systems that are accessible, trustworthy and designed around real user needs. It emphasises the importance of inclusive design, reliable access and ongoing support to ensure digital services work for all.

Over the past few months, we and our many partners have been exploring a huge and complex challenge: is the UK’s digital society actually working for everyone, and if not, how can we make it better?

Digital services now underpin everyday life – from banking and healthcare to communication, media and public services.

For many people this has brought real benefits.

But we have also heard consistently from industry, charities and individuals that digital systems work well for many people, but a surprising number of people find themselves locked out, confused or anxious.

Most people aren’t fully confident or fully excluded.

Many are “part-confident” – able to complete some digital tasks but struggling with others, particularly when the stakes are high.

The Connection Project’s first report, Misconnected, explores this challenge.

Our report highlights three important insights:

• The UK’s investment in digital infrastructure is not yet translating into widespread participation and value.

• Mass participation is essential if digital systems are to deliver economic and social benefits.

• The scale of the challenge is larger than commonly assumed – between 14 and 22 million people experience barriers navigating digital systems.

Digital participation isn’t something that any single sector can fix.

Increasingly, the systems people rely on every day are interconnected, which means we need to look at the system as a whole.

This is why we launched The Connection Project.

If we get it right, the prize is significant: better services, lower costs and a digital society that works better for everyone.

We deliberately haven’t put forward any solutions yet.

We wanted to frame this challenge in a new way, dispel some persistent myths that have been holding progress back, and to show the art of the possible.

Over the summer, we’re keen to hear from as many people as possible to guide the next phase of our work. 

We’re now getting practical. In September we’ll publish our final report that will set out practical solutions and a roadmap to create a digital UK that works better for everyone. 

We’d love to hear your thoughts.

Do read the report and drop us a line, either using the online form here or at misconnected@connectionproject.co.uk