Rush to digital across public services ‘reinforcing’ inequalities, study suggests

 “Major gaps” in digital transformation plans is putting vulnerable people at risk, a study has found.

The rapid digitisation of essential services is “deepening inequalities” for minoritised ethnic communities, according to the Protecting Minority Ethnic Communities Online (Prime) study. 

The work, led by a Scottish researcher, examined the impact of digitisation on healthcare, housing, and energy services.

Conducted in Bradford, Manchester, Glasgow and London, the study found all three sectors to have “little regulatory oversight” of how minorities engage with digital services.

The Prime team found the healthcare sector lacked any “clear framework” to ensure fair access for minority ethnic communities, causing many to struggle to book appointments and access records. The report said there is “little accountability for how digital inequalities affect health outcomes”.

It follows on from both the Scottish and UK governments announcing plans for a tech-driven overhaul of public services. Earlier this year, First Minister John Swinney announced a Scottish health and care app will be in place by 2026 in “a much-needed addition to improve patients’ interaction with the NHS”.

Professor on racial justice Gina Netto, who led the study, said: “While digital technology has enormous potential, it can also entrench existing inequalities.”

Netto, who teaches at Heriot-Watt University, added: “For those with limited English proficiency, digital literacy or access to adequate digital devices and internet connectivity, the barriers to navigating online systems can be insurmountable.

"And in areas like healthcare, where privacy and human interaction are crucial, over-reliance on digital services can actually create harm.”

In response to the survey, the team has developed a raft of measures to help service designers embed racial and linguistic inclusivity into their platforms, including a code of practice, videos and policy briefs.

The team has also created a suite of free-to-use technology tools, to counter discriminatory processes in digital services. One the tools is an app, which uses machine learning techniques on Prime survey data to create personas of people from minority ethnic communities.

“The shift online must not leave people behind,” Netto said. “We need a fundamental change which puts digital inclusion at the heart of service design and actively uses digital services to address existing inequalities.”