Public Services: Online Communications

Baroness Armstrong of Hill Top Excerpts

Tuesday 2nd December 2025 Lords Chamber

[Lord Leong (Lab)]

My Lords, I thank my noble friend for that. We recognise that not everyone can manage complex digital systems—we acknowledge that—and that some vulnerable people risk becoming cut off as services change. Departments across government are reviewing digital pathways to make them simpler, clearer and supported by voice prompts, as the noble Lord mentioned, and voice-activated tools. We are also expanding easy-to-navigate menus and keeping the option to speak to trained staff. We aim to give people the support they need and to keep every route open, not closed.

[Baroness Armstrong of Hill Top (Lab)]

My Lords, as chair of the Digital Inclusion Action Committee, I wonder whether I can intervene. I have just spent the last hour talking with two sub-committee chairs, the Minister may want to know, precisely about easier accessibility but also about a recent report about people with learning difficulties. We want to make sure that we start with where the person is and what their service needs are. My goodness, I wish that was how public services had been organised before digital ever came in. We are determined to give the Government options, first on accessibility, to make that much more straightforward, but also to make sure that departments support carers as well as individuals in particular groups so that they are able to get the best from whatever service they need in whatever service is going to suit them as individuals most effectively.

[Lord Leong (Lab)]

I thank my noble friend for all her work on the Digital Inclusion Action Committee. She is absolutely right. She is bringing all the leaders from government, industry and the voluntary sector to shape our national response to digital inclusion. Her committee is currently setting out its priorities and gathering insights from across the UK to inform recommendations to the Government. The Government have set up the inclusion action plan with a focus on practical actions—I emphasise practical actions—that make a difference to people’s lives.