Question

To ask the Secretary of State for Digital, Culture, Media and Sport, whether she is taking steps to ensure that people can access government services through direct contact with a person, rather than solely through digital channels.

Point 5 of the Government Service Standard makes clear that all services delivered by central government must be accessible and designed so that everyone can use them.

Departments are expected to ensure that well-supported offline routes, such as telephone, paper and face-to-face support is available to those who need it. This is known as assisted digital support - guidance for designing assisted digital support is set out in the Government Service Manual.