Report: The state of digital inclusion in the UK charity sector

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Digital inclusion is an opportunity for the charity sector. In a world where digital technology has made it possible for charities to reach more people than ever, prioritising digital inclusion allows organisations to realise their full potential.

It means taking action to ensure that digital services still reach those who cannot access the online world fully, where, when, and how they need, including people with limited access to the internet, devices, and digital skills.  

To understand more about digital inclusion in the charity sector, Charity Digital launched a survey, uncovering the challenges charities are facing in reaching out to their service users and exploring how they are making the most of the digital technology they use. The findings, which have been highlighted in our new report, ‘Digital inclusion in the UK charity sector’, are illuminating. 

The survey discovered that more than half of charities (56%) find reaching service users difficult due to problems with digital technology. Similarly, two thirds of charities have struggled to implement digital technology due to lack of digital skills among service users, while 64% said the same about digital skills internally.  

It is understandable, then, that more than four in five charities (82%) say they are concerned about digital exclusion. Although charities are able to achieve more with digital technology than without it, digital exclusion limits the impact they are able to deliver.  

The report suggested three core ways that charities can address digital exclusion.  

Fewer than a third of charities currently provide digital skills training to their beneficiaries, leaving charities with fewer ways to address skills gaps that pose a barrier to their digital services. The report points to places charities can find support with digital skills and technology, including those recommended by survey respondents.  

The report also recommends that charities build digital inclusion more fully into their digital strategy. Less than two in five (37%) charities have a digital strategy, despite their benefits. A digital strategy should encompass information on delivering digital services and how users will access those services. And it allows them to design digital services with the people who use them in mind – including staff and volunteers.  

Finally, collaboration was highlighted as an action charities can take to address digital inclusion, whether it’s reaching out to local services or working with other charities to learn about the ways they are tackling digital exclusion. 

“Charities acknowledge that digital inclusion is best tackled across industries, working with libraries, technology companies, other charities, funders, and the private sector to remove barriers to accessing the online world, such as expense and expertise,” the report concluded.  

To find out more about how charities are promoting digital inclusion, download the full report below.