How we can support all people with digital inclusion

Change never stops and yet we’re never quite ready for it. It can terrify, overwhelm, and cause poor outcomes. However, change can work if we support people through it.

I've shared previously how change management initiatives can support local government officers through change, meaning they can be better placed to improve outcomes for residents. However, this is only the start. I believe we need to apply these same initiatives to also support residents themselves. One of the most key areas for this is technology.

Technology is becoming more prevalent in our lives and it's not going away. In fact with the uptake in AI, it's only becoming more important. Yet the gaps in understanding and having the necessary skills to utilise technology, only seem to grow wider. This is why it's heartening to see that the UK Government are acknowledging this with their announcement of the £9.5 million Digital Inclusion Innovation Fund.

In Devon 96.6% of premises have access to superfast broadband, however this doesn't match with perceived digital competency. According to the ONS, East Devon has one of the lowest predicted online confidence skills in the country. With rates likely being similar elsewhere, what can we do to increase digital inclusion?

Giving someone a tool doesn't mean they know how to use it. You wouldn't give someone a car without teaching them how to drive. Technology is no different. With all of the things that can go wrong, it's right that people are cautious when using technology. This is why we need to lead people through. We need to hold their hand, teach them not just what buttons to press but what to watch out for and why they might benefit from increasing their digital skills. People need encouragement, not abandonment.

AI is the word on everyone's lips at the moment. Devon hosted its own AI summit earlier this year and while adoption in Devon is growing, we only receive a small amount of funding. There are also significant concerns for what AI means for jobs and our way of life.

All of this means people are more scared about AI than other technologies. What we need are open discussions to increase understanding and allay fears. People grow in confidence when supported and when they have understanding. It's why I believe all technological investment should not just be spent on developing the tools, but supporting people in using them safely and confidently.

My vision for the future of technology adoption

I would love to see a network of free to access digital hubs throughout the country. Expanding on the offer seen in libraries, these would be modern and inviting spaces that gave access to different tech devices, but was also a space of engagement and learning.

Dedicated, tech experienced staff would be on hand to talk through concerns, show how to use technology but more importantly, why people might want to. Tech specialists would visit different hubs on specific days to support people with special queries. I also envisage talks and round table events on topics like AI and digital inclusion, to increase engagement and to understand how services can be better tailored to the needs of the community.

I believe the only way for technology adoption to improve is to have a friendly environment where people feel able to question and share without fear. I see digital hubs as being that space.

So much of the narrative around AI is how it will replace us and make us redundant. I think this is false, we just need to refocus. What AI cannot replace is the human-to-human connection. Let's be human and show the best of us.