Nearly half of young people feel digitally excluded, new findings reveal

More than four in 10 people aged 18 to 24 classify themselves as digitally excluded, new research has revealed.

A study by Link, the UK’s cash access and ATM network, has revealed digital exclusion continues to be a key problem across demographic groups, with experts warning we are drifting toward a “two-tiered society”.

The new data showed almost one quarter of adults believe they are digitally excluded due to reasons including the cost of broadband, lack of skills to use the internet safely or poor connectivity.

Aside from age, race was also found to be a differentiating factor, with minorities reporting higher levels of digital exclusion. Rates were around 10 per cent higher among British Asians and Black British compared to White British.

Digital anxiety was also highest among 18–24-year-olds, with more of this age group reporting higher levels of confusion, confidence and a basic lack of understanding for completing everyday tasks such as online banking.

And, although more than one-quarter of UK adults favoured a digital approach wherever possible, almost two in 10 admitted they would prefer to bank in person where possible, suggesting the public rejects digital-only services.

Adrian Roberts, deputy chief executive of Link: “Digital inclusion matters. It affects career progression, social interactions and mental wellbeing, as well as productivity and economic prosperity. However, given the relentless speed of technological development, no matter what we do, digital exclusion will continue to exist. It’s not just about age and affordability, there is no guarantee that having the right skills today will mean having the right skills tomorrow. There is no single solution to addressing digital exclusion.

“What is certain is that we must not drift into a future where we have a two-tiered society with a digital world for the young and wealthy and a non-digital world for the older and poorer, where prices are higher and those least able to afford to pay the most exacerbated by key services designed to be accessed digitally first.”

The research forms part of a new report called “Is the UK really ready to go digital?” and builds on a yearlong digital inclusion pilot in Wales sponsored by Link to understand how online capabilities can be improved at a local level.

The project supported 150 residents through one-on-one sessions to whole-day events giving access to free SIMs or loans of laptops and tablets. Although the results from the pilot showed that “much can be done to improve”, the company said, it also showed digital exclusion “will persist and it's vital to maintain good face-to-face services”.

Roberts continued: “What is also needed is a national approach that joins up and scales up the various local initiatives that already exist to really drive down digital exclusion across the country.”

The research found the most popular policies to enhance digital inclusion were ensuring access to broadband services in poorly connected areas, strengthening community-led interventions to build digital skills and incentivising private companies to refurbish and donate old devices to digital inclusion schemes.

Roberts added: “What’s positive is that people generally don’t want an exclusively digital society, they want choice: cash and online payments, high streets and online shopping. They also want the security of knowing there is a backup when the technology fails. For example, at Link, we know that more people are choosing to pay and bank digitally. Yet, there is still a huge demand to protect cash access on local high streets through new developments such as banking hubs, which allow us to bridge the physical and digital divide.

“The reality is, we are not ready to be fully digital today, and we probably never will be.”