Public Services: Online Communications

Lord Hayward Excerpts

Tuesday 2nd December 2025 Lords Chamber

[Lord Leong (Lab)]

I thank the noble Baroness. As I mentioned earlier, we are not closing off any of the options available, whether that is the voice-activated system or speaking to a human being. The option is still there. We know that millions of people in the UK are still unable to take part in this increasingly digital society and we recognise that digital exclusion falls hardest on disabled people. That is why this Government are committed to improving digital inclusion for everybody. In August, we launched a £9.5 million digital inclusion innovation fund, which supports community projects across the country and helps people build the skills and confidence they need to get online.

[Lord Hayward (Con)]

My Lords, can I pick up on the comment at the end of the question from the noble Lord, Lord Cashman, in relation to speaking to people voice to voice? Blind spots exist in the web and the web crashes on many occasions, so it is not just those unfortunate people who are disabled or do not have links who lose contact with vital services; on many occasions, it can be far broader, and every service should have access to a human talking to a human.

[Lord Leong (Lab)]

My Lords, absolutely: digital progress must never mean less choice. The NHS continues to provide face-to-face routes, telephone access and supported appointments for those who need them. We are investing in accessible contact centres, clearer phone menus and trained staff who can guide patients through the next steps. At the same time, we are improving simpler digital options for those who want them. In line with the action plan, we are keeping non-digital routes open and strengthening assisted support.