Nearly a quarter of adults feel digitally excluded, according to a recent survey. The study also highlighted that a higher number of individuals feel at ease shopping online compared to paying for parking or applying for a mortgage digitally.
Research conducted by cash access and ATM network Link revealed that confidence in completing various tasks digitally remains generally high. The survey found that 96% of people feel confident shopping for goods and services online, while 93% feel the same about accessing government services.
However, the comfort level decreases when it comes to other tasks. Only 68% of respondents feel confident paying for car parking digitally, with 61% expressing confidence in applying for a mortgage. Interestingly, booking a healthcare appointment emerged as the most popular offline task, favoured by 51% of those surveyed.
Half of the adults surveyed (50%) feel confident enough to conduct their banking activities entirely online. Nevertheless, nearly one-fifth (18%) of individuals who manage their banking online would opt for in-person banking if given the choice.
The survey also uncovered that 24% of people perceive themselves as digitally excluded to some extent, a figure that rises to 44% among those with a household income below £10,000. Approximately 27% of respondents stated a preference for a digital approach wherever possible, while 38% tend to lean towards a digital approach.
Adrian Roberts, deputy chief executive at Link, emphasised the importance of digital inclusion. He highlighted that digital exclusion impacts career progression, social interactions, mental wellbeing, productivity, and economic prosperity. Roberts noted that technological advancements pose challenges as skills relevant today may not be sufficient in the future, underscoring the need for ongoing efforts to address digital exclusion.
Link funded a digital inclusion pilot project in Rhondda, south Wales, aiming to enhance the digital capabilities of local residents. The initiative targeted various aspects of life, from friendship and shopping to work and communication.
Roberts stressed the significance of offering choices to individuals, acknowledging that people desire a balance between cash and online payments, as well as between physical and online shopping. The goal is to prevent a two-tiered society where certain groups are left behind in a non-digital world.
The survey, conducted among 2,000 individuals across the UK in July and August, sheds light on the importance of bridging the digital divide and ensuring equal access to digital services for all members of society.