Digital Exclusion (Communications and Digital Committee Report)

Viscount Camrose Excerpts

Thursday 8th February 2024 Lords Chamber

[The Parliamentary Under-Secretary of State, Department for Science, Innovation and Technology (Viscount Camrose) (Con)]

I start by sincerely thanking my noble friend Lady Stowell for tabling what we must all agree is a deeply important debate on this far-ranging and critical subject of digital exclusion, which we know affects millions of people across the UK, with costs to them as individuals and, as has been pointed out, to all society. I hope to be able to reassure noble Lords on most of the very wide range of points that were made, but I look forward to continuing the dialogue. As has been observed, this is not a problem that will go away overnight, but I hope some of the things I will put forward will provide some reassurance in the meantime.

Let me take a step back by way of introduction. Our transition to the digital age in the last two decades has brought with it a period of extraordinary change. The fourth industrial revolution has transformed our economies, our public services and our day-to-day lives. We can expect that change to continue as technology continues to develop, bringing with it opportunities that would have been unimaginable for previous generations.

On the whole, the UK is well positioned to seize those opportunities by taking the lead in technological innovation. We are able to do this because, among other things, we are building on a proud history of technological development that takes us right up to the present day, from Sir Tim Berners-Lee and the world wide web to pioneers such as Dr Katalin Karikó and Dr Drew Weissman, who led the world in the development of the Covid-19 vaccine.

Across the country, we have a wealth of science and tech expertise. We are home to four of the world’s top 10 universities, and in 2022 we became only the third country in the world to have a tech sector valued at over $1 trillion. It is important that we continue this tradition of leading technological development through digital transformation. Not only will it help us boost productivity and increase all kinds of operational efficiency but, if we manage the transition properly, these innovations can deliver wider social benefits too: we can connect communities, reduce loneliness, and make public services easier and faster to access.

But—and there is always a but at this point—we absolutely must recognise the deep, genuine concern that some will be left behind. This is something that I personally, and the Government overall, take very seriously. That is why we do not want just to drive progress in tech; we want to do so responsibly and ensure that the tech we develop improves all lives across the country. Tackling digital exclusion is a fundamental part of this and a complex issue. No one department can solve this challenge; it will require close collaboration across government.

Digital exclusion negatively affects people’s lives. Individuals who are digitally excluded are less likely to be in well-paying jobs. They have worse health outcomes and overall lower quality of life. As a result, digital exclusion creates new inequalities and exacerbates existing ones, making it difficult to participate fully in society.

Rising living costs have also made it more difficult for people to afford devices and internet access, which will increase digital exclusion. Some 18.7 million people—that is 35% of us in the UK—feel that increases in the cost of living are impacting their ability to go online, and 11.5 million—22% of people in the UK—have already taken steps to reduce the costs associated with going online by seeking alternative solutions such as libraries, community centres or, indeed, as we heard, churches for free access.

The Government have been clear that ensuring that no one is left behind in the digital age is a priority and consider that credible steps have been taken to offer needed support. Encouraging more people to engage and stay online requires overcoming the barriers to access, skills, motivation and trust. Digitally excluded people also require continued support to ensure that these barriers remain lowered, and this is what we continue to focus on across government.

I thank noble Lords on the Communications and Digital Committee for their important work on the digital exclusion inquiry last year. Since the committee’s report was published, we have established, again as a number of noble Lords observed, a new interministerial group to drive progress and accountability on digital inclusion priorities across government, to set clear objectives and to monitor delivery. I thank the noble Lord, Lord Clement-Jones, and can confirm that the Minister for Tech and the Digital Economy, Saqib Bhatti, is responsible for digital inclusion and that is why he is in the position of chairing the group. The group met for the first time in September, and departments agreed to undertake departmental mapping exercises to drive work on digital inclusion. With the group meeting, as has been said, every six months, this is the first step of many in a cross-government effort.

[Lord Clement-Jones (LD)]

Does the noble Lord believe that meeting once every six months is adequate?

[Viscount Camrose (Con)]

The crux of the work is done at departmental level and that feels to me more like a board meeting. So, yes, I think that set-up makes logical sense, but we will watch with interest and adapt as necessary.

Many noble Lords raised points about a new digital inclusion strategy. As the Secretary of State for Science, Innovation and Technology said to the committee on Tuesday, the Government are focusing their resources on delivery—on the doing rather than on the writing of the new strategy. The key themes for the last strategy on digital inclusion—access, skills, motivation and trust—are still relevant today. I will point to some of this action as I go through my speech.

I agree with the point that the noble Lord, Lord Foster, made very well: the digital strategy should and does include the basis for digital inclusion. The 2022 digital strategy outlined work across government that will promote digital inclusion, including broadband rollout across the UK, essential digital skills support and legislation to tackle online harms, now the Online Safety Act. I thank the noble Baroness, Lady Jones, for raising the issue of who in government is working on digital inclusion, and my noble friend Lady Stowell for asking about the relationship between teams working on AI. My department has various teams, from the newly named Responsible Technology Adoption Unit, formerly the Centre for Data Ethics and Innovation, to AI skills feeding in to work on digital inclusion. This is alongside teams working on telecom skills and the tech sector. Given its varied nature, there are teams across government that work on policy linked to digital inclusion, including the Department for Culture, Media and Sport’s work with libraries, the Department for Work and Pensions’ work on unemployment and the Department for Education’s work on digital skills. There is a new official-level working group that sits across government to support this cross-cutting work.

Starting with the issue of access, I will focus on the affordability and availability of telecom services. UK consumers have access to one of the most competitive telecom markets in Europe. The cost of a gigabyte of data, at 50p in the UK, is less than half that of the average price in the EU, at £1.18. The headline cost of an average broadband package and mobile service has actually decreased since 2019.

Prices have fallen, but usage has increased: the average household broadband connection uses 53% more data today than it did in 2019. Mobile data consumption has increased 25% year on year. We have been working hard to ensure that people have the access to the internet and broadband that they need. In March 2021, we launched Project Gigabit, our £5 billion mission to deliver fast, reliable broadband to the hardest-to-reach parts of the UK, areas that would have otherwise been left out of commercial gigabit rollout plans without government subsidy.

In 2021, the Department for Culture, Media and Sport, in partnership with the charities AbilityNet and Good Things Foundation, launched the £2.5 million digital lifeline fund. The fund aimed to reduce the digital exclusion of people with learning disabilities by providing free devices, data and digital support to over 5,000 people with learning disabilities who cannot afford to get online.

To support children with access to devices, 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.

Once again, I thank the noble Lord, Lord Clement-Jones, for his valuable contribution and for raising the broadband universal service obligation, which the Government introduced in March 2020. This gives everyone the legal right to request a decent and affordable broadband connection of at least 10 megabits per second. The broadband universal service obligation is a safety net, providing a minimum level of service to participate in society and the economy, based on information provided by Ofcom. Given the significant changes to the broadband market since the USO was designed in 2019, we want to take this opportunity to review the broadband USO and ensure it remains relevant and up to date with the current technical standards required in practice, reflects the current and future market environment, and delivers on the policy principles set out by the Government when it was established. In October last year, the Government published a consultation on reviewing the broadband universal service obligation, and a response to it will be published in due course.

I also thank the noble Baroness, Lady Armstrong, and the noble Lord, Lord Lipsey, for their thoughtful contributions, which noted the importance of social tariffs provided by telecoms companies, and the right reverend Prelate the Bishop of Bristol for her well-made point on affordability. We recognise that cost is a barrier for many. As I have noted, prices in the UK are falling and the Government have worked closely with the telecoms industry to ensure the provision of low-cost, high-quality fixed and mobile tariffs, also known as social tariffs, for those on universal credit as well as other means-tested benefits. There is of course a balance to be struck between ensuring investment in UK telecoms infrastructure and ensuring that services remain affordable.

We have established a pro-investment, pro-competition environment and remain committed to the idea that a competitive market will deliver the best outcomes for all consumers. Social tariffs are now available from 27 providers, up from 10 in November 2022, from the likes of BT, Sky and Virgin Media and across 99% of the UK. We have seen an increase in uptake of almost 160% since September 2022, but I am afraid to say that this represents just 8% of total eligible households. I absolutely acknowledge that we need to make more progress and we will continue to look at how to accelerate that.

[Lord Clement-Jones (LD)]

Perhaps the Minister can give us just a little more detail. Is there any movement towards auto-enrolment and the kind of ideas that have come out of the committee?

[Viscount Camrose (Con)]

Yes, but I am going to have to write because that would be a multi-bullet point communication.

There is also the timely issue of contract price rises. We appreciate that households across the country are struggling with their bills because of the rise in the cost of living, and that price rises in any services will be unwelcome. That is why it is essential that important clauses within telecoms contracts, such as in-contract price rises, are clear and transparent. Consumers need to be aware of what they are agreeing to when taking up a broadband or mobile contract.

In December, Ofcom completed its review of inflation-linked in-contract price rises and launched a consultation that would end CPI and RPI increases, replacing them with a clear pounds and pence figure for what consumers will pay. For the avoidance of doubt, social tariffs do not incur in-contract prices rises.

I draw noble Lords’ attention to the commitments made by industry bosses in June 2021 to support their customers. The sector agreed to allow consumers facing financial difficulties to enter into affordable payment plans or move to cheaper plans without penalty. We have been clear that any customer who believes they are facing digital exclusion can contact their provider to discuss the support that might be available.

On VAT, as noted by the noble Lord, Lord Young, it is important to remember that decisions to deviate from the standard VAT rate of 20% have to be considered carefully and based on clear evidence, as lowering tax in one place can mean raising tax in another. Taxation policy is kept under review, and we would be happy to receive evidence of the benefits of reducing VAT on social tariffs.

In addition to the provision of social tariffs, we have increased access to gigabit internet. Approximately 80% of UK premises can now access gigabit-capable broadband—a huge leap forward from 2019, when coverage was just 6%. We are on track to meet our target of 85% coverage by 2025. We will continue to expand our mobile network too. By 2025, we will have 95% coverage through the shared rural network, and we are aiming for the majority of the population to have access to 5G signal by 2027, via the 5G Testbeds and Trials Programme.

Government cannot, and should not, be expected to tackle the issue of digital inclusion alone. We call on private sector organisations to prioritise digital inclusion in their business, which they could do by joining device donation schemes, for example. We encourage telecoms providers to continue to provide social tariffs and advertise them to eligible households. We encourage companies to adhere to the public sector bodies accessibility regulations and other government accessibility guidance, which are published and freely available online, for their websites and other publicly available information.

I thank the noble Baroness, Lady Jones, and my noble friend Lady Stowell for their thoughtful contributions and for raising the important issue of high-quality localised hubs, including libraries and banking hubs. Banking hubs are a voluntary initiative provided by the UK’s largest high street banks. I agree that it is imperative that banks and building societies recognise the needs of all their customers, including those who need to use in-person services. Over 100 banking hubs have been announced so far, and the Government hope to see these hubs open as soon as possible.

Around 2,900 public libraries in England provide a trusted network of accessible locations, with staff, volunteers, free wifi funded by the Department for Culture, Media and Sport, public PCs, and assisted digital access to a wide range of digital services. My noble friend Lady Sanderson’s An Independent Review of English Public Libraries, published in January, called for the establishment of formal links between digital-by-default public services, particularly health services and libraries, to ensure the provision of one-to-one support. In his response to my noble friend Lady Sanderson, my noble friend Lord Parkinson committed to exploring her recommendations further, as part of the development of the Government’s libraries strategy, due to be published in 2024. The noble Baroness, Lady Jones, asked for a date for that, but I will have to come back to her with the timelines, as I do not have that detail.

On access to support for those seeking work, Jobcentre Plus work coaches can provide support to eligible claimants who are not online with financial support to buy six-month broadband connections. This is administered by the Department for Work and Pensions through the flexible support fund. This cross-government approach is working to reach millions of people across the UK and to provide necessary access for the digital age.

We know that, in addition to access, the right skills are needed, as many noble Lords rightly pointed out, to be able to use and take advantage of digital content and services. 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 is important to meet the UK’s ambition to be a global science and tech superpower.

I thank the noble Baroness, Lady Jones, for raising the skills gap. Tackling the digital skills gap and the shortage of digital workers across the economy cannot be done by government alone, which is why the Government launched the Digital Skills Council in June 2022, bringing together government and industry to strengthen the digital workforce. The council is focused on addressing industry’s current and future demand for digital skills, including through digital apprenticeships and by increasing the amount of business-led upskilling.

I thank the noble Baroness, Lady Jones, for raising also the role of the employer to support training staff. More than 80% of those who will be in the 2030 workforce are already in the workforce today. Given the need to continually refresh digital skills, upskilling existing workers with workplace training be essential. We have put employers at the heart of our apprenticeship system, empowering them to design the standards they need. Employers in the digital sector have developed 30 apprenticeship standards in digital. These high-quality apprenticeships are in a wide range of occupations and emerging technologies, including data scientist, software developer, cybersecurity and artificial intelligence specialist.

The noble Baroness, Lady Jones, also raised investment and support for young people. For children and young people, we are supporting and inspiring the next generation of technologists. It is crucial that we challenge perceptions of what being in a tech career is all about if we are to attract diverse and high-quality talent into our digital workforce. To achieve this, we are working closely with the Department for Education, industry and academia through the Digital and Computing Skills Education Taskforce, launched last summer to increase the numbers of students choosing digital and tech educational pathways into tech careers.

We are also working in partnership with industry and other government departments to inspire and engage students before they make key subject choices at GCSE and A-level—for example, through the CyberFirst programme, which encompasses technology-focused initiatives, from free online extracurricular learning to national competitions and bursaries. This includes DSIT’s Cyber Explorers programme, launched in February 2022, which seeks to support the teaching of computing in schools and to inspire young people aged 11 to 14 to take up computer science for GCSE and the opportunities that a career in cybersecurity can offer. Over 60,000 students are registered across nearly 2,500 schools.

I thank my noble friend Lord Holmes for his question on the national curriculum. In addition to the programmes that I have just outlined, the DfE introduced computing as a statutory national curriculum subject in 2014 from key stages 1 to 4. In addition to this, we are investing a total over the Parliament of £3.8 billion in skills in England by 2024-25 and, in October, we quadrupled the scale of skills bootcamps.

I thank the noble Baroness, Lady Jones, for raising the essential digital skills framework. The Department for Education has used that framework as the basis for the national standards for essential digital skills of 2019, which set out the skills that the qualifications funded and that the adult digital statutory entitlement must cover.

I thank the noble Baroness, Lady Lane-Fox, for her important question on the links to community groups. These really are an important part of the digital inclusion landscape. The Department for Education funds community learning and other non-regulated learning, such as building confidence in essential digital skills for learners who are not ready to take a qualification.

I reassure noble Lords that I am almost at the point of closing. The secondary barriers of trust and motivation must be tackled to have a true, positive impact on digital inclusion, but these are harder to measure. We recognise that some people are hesitant to access online services for fear that they may become victims of fraud, or that it is an unsafe environment. We have introduced the Product Security and Telecommunications Infrastructure Act, which will come into force in April this year.

[Lord Foster of Bath (LD)]

My Lords, I know that time is very short, but I asked about the accountability of the cross-Whitehall group being set up. We know that it is going to meet only once every six months. One assumes that it will receive at each meeting a report of progress that has been made in a wide range of areas in the preceding six months. Could the Minister at least agree that copies of the report that will be received by the group will be made public to Members of Parliament?

[Viscount Camrose (Con)]

I can take that up with the chair of the group, my colleague Minister Bhatti, to understand his intentions for assuring accountability.

I once again sincerely thank my noble friend Lady Stowell for securing today’s debate, and all noble Lords who have spoken so well and clearly on this absolutely critical subject. With that, I conclude my remarks.