Digital Inclusion: Are We Reaching Everyone We Need To?

Chris Kibbey

As a Digital Inclusion Outreach Worker with Age UK, I see firsthand how transformative technology can be for older people—but also how many are still being left behind.

Through the Digital Champion Programme (running 2022–2026), Age UK recruiting and training volunteers to support older adults in building digital confidence. They’re not just teaching skills, but also loaning devices, offering tailored support, and helping people reconnect with the world around them. I’ve seen someone go from never touching a smartphone to video calling their grandchildren in another part of the world every week. It’s powerful.

Age UK are not alone in this effort. Partners like AbilityNet and BT Group are offering free digital skills training across the UK, and many local Age UKs run computer classes and drop-in sessions. The appetite is there—but so are the barriers.

Despite all this, Age UK’s July 2025 analysis revealed that 2.4 million older people still have limited internet use. Four million say poor IT skills hold them back, and nearly three million don’t trust the internet at all. That’s a huge portion of our population at risk of being excluded from essential services—especially as more public services go “digital-first.”

Smart tech like wearables and voice-activated devices are being hailed as solutions for independent living and social isolation. But I often wonder: are we designing these tools with older users in mind, or just assuming they’ll adapt?

The government’s 2025 Digital Inclusion Action Plan is a step in the right direction, focusing on local support, skills, devices, and accessible services. And with the Online Safety Act now in play, mobile operators are rolling out new tech to verify ages and tackle digital fraud—potentially making the internet safer for older users.

But here’s what I’d love to hear from others:

Are we doing enough to make digital inclusion truly inclusive?

Should offline alternatives to public services be protected?

Is smart tech empowering older people—or unintentionally widening the gap?

What more could we be doing at the community level?

I’d really value your thoughts—especially if you work in tech, healthcare, or community outreach.