Digital Exclusion

Sarah Dyke Excerpts

Wednesday 28th February 2024 Westminster Hall

[Sarah Dyke (Somerton and Frome) (LD)]

It is a pleasure to serve under your chairmanship, Ms Harris. I congratulate the hon. Member for Ellesmere Port and Neston (Justin Madders) on securing this debate.

As we have heard today, the modern world is digital. We need digital technology to study, access banks, make health appointments and use local services and Government resources. However, in rural areas such as Somerton and Frome, access to the digital space is limited by poor broadband and mobile connectivity. Rural areas such as Somerset have an ageing population that is more reliant on diminishing in-person services and Somerton and Frome has an average age of 54 compared with the national average of 40. In Somerton and Frome, only around 40% of houses have access to full fibre broadband and 75% of my constituency is a partial 5G notspot.

I often hear from constituents that they feel disenfranchised from the modern world due to their poor broadband and mobile connectivity. A constituent in Sticklinch told me recently that they have a download speed of only 6 megabits per second on their broadband. For comparison, the shared rural network, which aims to roll out 4G to 95% of the country, estimates that the average download speed in rural areas when using mobile data will be 7 megabits per second. My constituents tell me that they want to be “dragged into the 21st century” and not left “isolated from modern communications”. Although we have seen some improvements in that area, we need to go further and faster.

A recent report from the National Audit Office on the shared rural network stated that it is behind where it is meant to be, and I know that my constituents are frustrated that they will be let down and left behind yet again. Rural areas have watched the modern world move online. They have been instructed to join in, but far too often they have been left without the tools that they need to participate. They feel excluded, they are let down and they are on the wrong side of the digital divide.

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[Sarah Dyke]

Will the hon. Lady give way?

[Kirsty Blackman]

I am really sorry but I will not; I am just going to finish.

As I was saying, it is really important that people can access those things, and like-minded individuals. When my son had Kawasaki disease, it was something that hardly anybody had ever heard of, but I was able to access other parents whose children had been through the same thing to find out how my son’s disease might progress and how things might change—so access to the internet is really important.

Lastly on disenfranchisement, if someone wants to get a voter authority certificate, the main way they can do that is online. It is possible to get a certificate by post, but the process of proving their identity in order to access a certificate—a requirement that the UK Government have brought in—is mainly online. Therefore, people who are disenfranchised and unable to access those services are even more disenfranchised by the fact that the service is mainly online. I encourage the Government to ensure that particularly things like voter authority certificates are as available as possible to people, and that they are not just available online.

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[Saqib Bhatti]

I thank my hon. Friend for making that point and I will come on to some of the issues that she has raised; I am also happy to have a conversation with her about what support her community needs.

We know that, in addition to excellent coverage, we have competitive pricing in the UK. The cost of a gigabyte of data is 50p in the UK; that is less than half the average price in the EU, which is £1.18. We have also worked closely with the telecoms industry to ensure the availability and provision of low-cost, high-quality fixed and mobile social tariffs in the market. In total, 27 operators now offer social tariffs across 99% of the UK to those on universal credit and some other means-tested benefits.

We have seen social tariff take-up increase by almost 160% since September 2022. Although this represents just 8% of the total number of eligible households, progress is being made and we will continue to work with telecoms providers to increase awareness of this provision. We have also supported access to devices and wi-fi. Around 2,900 public libraries in England provide a trusted network of accessible locations with free wi-fi, which is funded by the Department for Culture, Media and Sport.

The Department for Education has also delivered over 1.95 million laptops and tablets to schools, trusts, local authorities and further education providers for disadvantaged children and young people since 2020. This is part of a £520 million Government investment to support access to remote education and online social care services. To support those seeking work, our Jobcentre Plus work coaches can provide support to eligible claimants who are not online, with financial support to buy six months’ worth of broadband connection. This scheme is administered by the Department for Work and Pensions through the flexible support fund, and I thank my right hon. Friend the Member for Suffolk Coastal (Dr Coffey), who did excellent work through the pandemic. I am sure that I must have written to her on behalf of my constituents during that very uncertain time, and I will certainly take away her points and ideas.

[Sarah Dyke]

Will the Minister give way?

[Saqib Bhatti]

I will make some more progress, if that is okay.

That package, which includes free wi-fi, access to devices and affordable fixed and mobile tariffs for 99% of the UK, supports access to the digital products and services that are needed for modern life.

Now I turn to the issue of digital skills. As well as working to provide the right access, we are working to ensure that everyone has the right skills to be able to navigate their personal and professional lives. On a personal note, this is a particular passion of mine and something that I wholeheartedly believe in. My hon. Friend the Member for Derbyshire Dales (Miss Dines) mentioned digital skills in her contribution, as did other Members in theirs.

Digital skills are central to the jobs of today and the workforce of tomorrow. Ensuring that the workforce has the digital skills for the future will be crucial to meet the UK’s ambition to be a global science and tech superpower. We are supporting skills development at every level—or, as I like to say, at every age and at every stage.

The Department for Education supports adults with low digital skills through the digital entitlement, which fully funds adults to gain essential digital skills qualifications, based on the essential digital skills framework. Since the introduction of the digital entitlement in 2020, the Department has supported over 40,000 learners to study for a qualification in essential digital skills. We are working closely with the Department for Education, industry and academia through the digital and computing skills education taskforce, which was launched last summer to increase the numbers of students choosing digital and tech educational pathways into tech careers.

To inspire the next generation of tech professionals, we have also launched two initiatives: the Cyber Explorers platform for 11 to 14-year-olds, which has reached almost 60,000 students; and the CyberFirst Girls competition, which supported 12,500 12 and 13-year-old girls in 2023 alone.

The Department for Education also funds digital skills provision through Community learning, which is an important stepping stone for learners, particularly post-19 disadvantaged learners, who are not ready for formal accredited learning or who would benefit from learning in a more informal way.

In June 2022, the Government launched the Digital Skills Council, which I co-chair. It brings together Government and industry to strengthen the digital workforce. Last year, the Digital Skills Council partnered with FutureDotNow to fund the publication of the digital skills roadmap, which lays out collective commitments to ensure that all working-age adults have basic digital capabilities.

Finally, we are also supporting people to develop advanced skills in our priority technology areas. We have established the £30 million data science and artificial intelligence conversion programme course to broaden the supply of AI talent in the UK. It funds universities to develop masters level or data science courses suitable for non-STEM students and up to 2,600 scholarships for students from under-represented backgrounds. Just last week we launched a pilot advertising campaign designed to generate awareness of the benefits of learning advanced digital skills and to drive people towards a new website that has details on Government-funded digital skills bootcamps. These bootcamps are 16-week courses that are fully funded, with a guaranteed job interview at the end.

To support workers to understand and apply AI in their jobs, last year, in partnership with Innovate UK and the Alan Turing Institute, we published the first version of a new guidance document that helps businesses to identify what skills their non-technical workers need to be able to successfully use AI in the workplace.

The secondary barriers of trust and motivation, which I mentioned at the start, must be tackled to have a truly positive impact on digital inclusion, but those are harder to measure. We recognise that some people are hesitant to access online services because they fear they may become victims of fraud or that it is an unsafe environment for their personal data. We are taking a number of steps to improve the safety and trustworthiness of the online space, including through the Online Safety Act 2023. The Act will ensure that technology companies take more responsibility for the safety of their users online, particularly children. It is a major step in protecting UK citizens from the scourge of online scams. The motivation barrier requires influencing decision making and motivation at the individual level. That challenge is difficult to overcome and is best addressed through ensuring that access, skills and trust are in place, which is why those remain our focus. That is why we have supported work through libraries, charities and communities, including the digital lifeline fund, and why we continue to fund free public wi-fi in libraries across the UK.

There are many community-based initiatives at the local level, including work through libraries, as I have mentioned, and from the third sector, such as the National Digital Inclusion Network, run by the Good Things Foundation, which is a vital resource to many working in this space. The excellent work done by the Good Things Foundation, Age UK and others plays an important role in providing support with technology and the internet. Those charities supplement Government engagement by offering guides, training courses and volunteers to help people make the most of the internet.

I will address some of the issues raised around financial services. The Government recognise that digital payments play an incredibly important role for businesses and individuals, with many making payments faster, easier and cheaper. However, the Government also believe that all customers, wherever they live, should have appropriate access to banking and cash services. It is imperative that banks and building societies recognise the needs of all their customers, including those who still need to use in-person services. The Government legislated through the Financial Services and Markets Act 2023 to protect access to cash for individuals and businesses. The Act establishes the Financial Conduct Authority as the lead regulator and provides with it responsibility and powers to ensure that reasonable provision of cash withdrawal and deposit services is made, including free services for individuals.

The FCA recently consulted on proposals for its regulatory regime and expects to finalise its rules in the second half of the year. An alternative option to access everyday banking services can be made by telephone banking and via the Post Office or banking hubs. The Post Office allows personal and business customers to carry out everyday banking services at 11,500 Post Office branches across the UK, and banking hubs are a shared initiative that enables customers of participating banks to access cash and banking services in shared facilities.

The issue of local authorities was also raised. Digital inclusion interventions are included in a UK shared prosperity fund prospectus. That has allowed local authorities to allocate funding to digital inclusion interventions. That is because we know from key stakeholders that digital inclusion interventions work best when they are tailored to local needs and when support is provided in the community on an ongoing basis. I was surprised to learn of the issues raised by my hon. Friend the Member for Erewash (Maggie Throup), who spoke about the disparity in non-digital access and cost discrimination. I did check, and I know that her Labour-led council are the ones in charge of this matter. I hope they are listening to this, and realise and appreciate that this is a priority for Government and that it should be a priority for them, too.

My hon. Friends the Members for North Devon (Selaine Saxby) and for North Norfolk (Duncan Baker) raised some important points about the switchover from the public switched telephone network. There was a wonderful plug for the all-party parliamentary group that my hon. Friend the Member for North Devon runs, and I am sure that has been heard loud and clear. The fact is that the way that landlines work in the UK is changing. Communication providers, such as BT and Virgin Media, are upgrading their old analogue landline network—also known as the PSTN—to a new digital technology that carries voice calls over an internet connection, which is also known as Digital Voice. The decision to switch off the analogue landline network was made by the telecoms industry, and a transition to Digital Voice networks is an industry-led process, which is expected to conclude in 2025.

However, the Government were made aware of some serious shortcomings in how the telecoms industry managed the PSTN migration. As a result, the Technology Secretary convened a meeting in December 2023 with the UK’s leading telecoms providers to discuss ways to improve the protection of vulnerable households through the migration. In response, the major telecoms providers have now signed a charter committing to concrete measures to protect vulnerable households, particularly those using telecare alarms. That is a positive step, which we hope will ensure that safety continues to be at the heart of the nationwide switchover.

Let me turn to next steps. Digital skills permeate through every aspect of policy. I view it as part of a cross-Government agenda to integrate digital inclusion into all policy decisions, rather than a stand-alone issue. My hon. Friend the Member for St Ives (Derek Thomas) mentioned the cross-Whitehall ministerial group for loneliness; I can assure him that I attended a meeting last week. I chair the group on digital inclusion, and I will be addressing some of the issues that have been raised there. All Departments are considering the needs of people who are digitally excluded in their policymaking.

The ministerial group on digital inclusion first met in September. It discussed issues such as parking payments, website accessibility and device donation schemes. I am looking forward to hearing updates on those areas from my ministerial colleagues at our next meeting in three weeks’ time. Since our last discussion, the Department for Transport, which leads on the national parking platform, has already said that it expects the full features of the NPP to be available from late 2024, making parking simpler and less stressful. The group also agreed to undertake a departmental mapping exercise and to review the viability of each Department joining donation schemes. This work is an important step forward in our joint efforts to tackle digital inclusion, and I look forward to building on these conservations.

In closing, I again thank the hon. Member for Ellesmere Port and Neston for raising such an important issue. I am hopeful that we can work together. We are working hard on this issue across Government and we have made some credible steps to tackle it. As the digital transformation picks up pace, we know that there is more to do to ensure that no one is left behind in our digital age, but we are already rising to that challenge. Departments forming the cross-Whitehall ministerial group will work hand in hand across Government, as well as with industry and our partners in the third sector, to deliver the benefits of a better digital future for communities all over the country.