How to get buy-in for digital inclusion

As charities, we want to be able to reach as many people as possible to fulfil our mission. One of the ways we do this is through digital means, such as information on our website, emails to our supporters, engaging people through social media, service delivery through email, WhatsApp and web chat – to name a few.

 

 

But just how digitally inclusive is your charity?

 

Digital inclusion means investing in your processes and services – with time, resource, and money. And often that level of investment requires buy-in from senior leaders. This article explores the steps you can take to get buy-in for improving digital inclusion at your charity.

 

 

Why is digital inclusion important?

 

Digital inclusion isn’t a technology issue. It’s a social issue. Studies show that having low digital skills or difficulty in accessing information and services online can lead to financial exclusion, poorer health outcomes, social isolation, and more.

 

According to the Lloyds Bank 2023 Consumer Digital Index, 96% of the UK population is online. However, 6.8 million people, or 13% of the UK population, have ultra-low digital skills and 13 million (25%) have low digital skills. 

 

Research in 2024 by the Charity Commission shows that 9% of people said that they received charitable services, such as financial help, food, or medical support from a charity – which is up from 3% in 2020.

 

With this increase in people needing our services, it’s essential that more is done to improve digital inclusion. And that needs investment.

 

 

How to get buy-in for digital inclusion

 

Looking to improve digital inclusion within your charity? Here’s seven steps to get buy-in from senior leaders.

 

 

Build a compelling case for digital inclusion

 

There is so much research available on the importance of digital inclusion. Put together a compelling case, armed with stats and facts, on why your charity needs to invest in digital inclusion.

 

The Good Things Foundation has an entire research and evidence section on their website that covers the digital skills gap, digital exclusion, and how to improve digital inclusion. For stats around digital skills in the UK and access to the internet, read the Lloyds Bank 2023 Consumer Digital Index.

 

For stats and information specifically on charities’ digital service delivery and inclusion, read the Charity Digital Skills Report 2024.

 

Don’t forget to include your own stats on how people access your services digitally.

 

 

Align digital inclusion with strategic goals

 

If you present digital inclusion as a way to reach the charity’s strategic goals, you are more likely to get buy-in to invest in it. Break down how digital inclusion can help towards each of your organisational goals.

 

 

Build a business case for digital inclusion

 

Once you’ve identified how digital inclusion can help achieve the organisation’s strategic goals, build a business case for investment. Include the benefits, but also the risks. For example, what is the risk of not investing in digital inclusion? Highlight any cost savings too from improving digital processes and efficiencies.

 

 

Start small and scale

 

If needed, start with small tasks that can be quick wins. This can help to demonstrate value. Then, set out a roadmap of what needs to be done with clear milestones and accountability.

 

 

Involve everyone in the process

 

Whilst you may have convinced senior leaders to invest in digital inclusion, you’ll need everyone in the organisation to get onboard. Make sure that you include teams from the start. Conduct research with them on their specific area of work and work with them to produce solutions.

 

 

Communicate progress and challenges

 

It’s important to communicate throughout the process and to share milestones along the way – as well as challenges.

 

When people feel valued and involved, the project is more likely to succeed as everyone is invested in its success – and everyone feels a sense of accountability.

 

 

Remind everyone of the importance of digital inclusion

 

Build in processes to capture case studies or testimonials from services users and beneficiaries to share with the organisation as a reminder of why digital inclusion is important.

 

As well as highlighting positive stories of where someone has used a digital service and benefited, don’t forget to include feedback where people have struggled. For example, an online form with multiple pages that doesn’t have a ‘save your progress’ option. This further proves the business case for investing in digital inclusion.