AbilityNet responds to report revealing the UK’s growing digital participation divide

Imagine if...

Sometime in the not too distant future, the UK had a joined-up, practical plan in action for a digital future where everyone can thrive?

Sounds, as they say, like a plan!

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AbilityNet welcomes today’s publication of Misconnected: How the UK Can Choose a Better Digital Future the first major report from the cross-sector industry funded The Connection Project, outlining the initial phase of a national initiative focused on digital inclusion in the UK.

The report warns that despite decades of digital innovation, millions of people across the UK are being held back by systems that are not designed for them, do not reflect real life, and too often erode trust rather than build it. 

While the UK has strong digital infrastructure, participation has not kept pace, says the report.

Furthermore, the report reveals that between 14 and 22 million people face at least one barrier to using digital services confidently, with common issues including inaccessible design, inconsistent authentication processes, unreliable connectivity, and a lack of trusted support when things go wrong.

These barriers are felt most acutely during high-risk moments such as managing money, accessing healthcare or proving identity. 

Existing solutions could roll out nationwide

The Connection Project provides the impetus to generate an infrastructure whereby a digital future where everyone can thrive can actually become a reality.

Free support is available in the form of experienced third sector service providers like AbilityNet, which operates a national programme of support offering advice, training and tech support across the four nations.

Using blueprints like AbilityNet's existing successful digital education community outreach projects and tech volunteer network, The Connection Project's vision for a coordinated approach will enable broad inclusion and collaboration with those people in society who need help the most.

We hope to be able to scale these proven solutions to address this 'ticking timebomb' and create a digital nation where everyone thrives.

What is The Connection Project?

The Connection Project is a UK collaboration aiming to make digital change work for everyone, keeping essential services inclusive and reliable.

It brings together key stakeholders in digital inclusion across the private, public and third sector, taking a non competitive approach to making digital change work for everyone. Participants include:

Accenture, BBC, Barclays, BT, Capgemini, Deloitte, EY, HSBC, ITV, Lloyds, NatWest, UK Finance, Openreach, PWC, AbilityNet, Age UK, Citizens Advice, Good Things Foundation, Ofcom, Financial Conduct Authority and many more.

The Connection Project is the brainchild of Natalie Ceeney, who now chairs the coalition.

Natalie led the landmark 2019 Independent Access to Cash Review and went on to set up Cash Access UK, the organisation behind the UK’s banking hubs. With a background that spans public service and regulation, including roles as CEO of the Financial Ombudsman Service and a civil service Director General, she brings deep experience in shaping systems that work for everyone.

AbilityNet’s role and response to the report

The 'Misconnected' report examines how the UK can create an inclusive, trustworthy, and effective digital future by addressing gaps in digital participation and more effectively managing ongoing technological transitions.

AbilityNet strongly endorses the report’s call for a coordinated, citizen centred approach to the UK’s digital future - one that embeds accessibility, safety and usability from the outset, not as an afterthought. 

As an expert advisory partner in The Connection Project, AbilityNet brings its nearly 30 years’ experience as a charity specialising in accessibility, inclusive design and evidence‑led practice. Part of that role is to provide impartial, trusted and independent advice and technical support - services our clients tell us they need and value.

Drawing on a long track record of supporting major brands, including our partnerships with BT Group, Capgemini and Deloitte, AbilityNet shares insight with the coalition into how to create accessible digital experiences within complex organisations. 

AbilityNet's combination of in-depth knowledge about digital accessibility and user-centred design together with our front-line experience supporting tens of thousands of older and disabled people each year helped shape the report’s understanding of the real-world challenges users encounter and the kinds of solutions that genuinely build confidence and participation. 

Amy Low, CEO of AbilityNet:

“It’s energising to see major brands, regulators and civil society organisations coming together through The Connection Project.

AbilityNet works at the intersection of innovation, policy and frontline delivery in this space, having a proven, turn-key solution to help people to get online and a long track record in advising major brands across essential services to design and deliver accessible inclusive digital experiences.

This report confirms what we see at AbilityNet every day: digital can make life easier, but only if it works for everyone.

When systems are designed without the people who stand to benefit most from digital participation, they create mistrust, confusion and, ultimately, deeper marginalisation.

Co-designing solutions with disabled people, older people, carers and people facing the highest barriers isn’t optional - it’s the fastest and most efficient route to building confidence, dignity and fairness into tech experiences.

AbilityNet’s vision of a digital world accessible to all is deeply aligned with what The Connection Project is setting out to do and we look forward to working together to firmly place people who have lived experience of barriers at the centre of how we take this forward."

What are some of the digital gaps in consideration?

The report shows that despite strong infrastructure, the UK currently faces lower satisfaction and trust in digital services than other countries:

• Digital skills gaps affect 8 million adults and 7.3 million workers, impacting economic benefits.
• Digital success depends on standards, support, trust, and participation, not just infrastructure.

This kind of cross sector collaboration is essential if we’re to scale this impact to reach everyone that stands to benefit and create a connected nation where digital strengthens inclusion rather than eroding it.

"The UK can and must choose a digital future where everyone benefits. AI and robotics offer even more opportunity to bring down barriers but again, only when deployed with the widest audience considered and included,” Amy Low continues.

Spotlight: Inclusion and innovation in digital banking

AbilityNet's impact providing digital support

AbilityNet already supports tens of thousands of people to participate in the digital world every year and the impact this support has is profound.

A small selection of comments from clients we've supported via free digital support:

• "I’d like to thank Sean for helping me out of my quarry and helping me to see the path ahead.  He was very patient and very knowledgeable. Lots of tips too.  I’m so grateful.  Thank you AbilityNet." 
• “I had no clue when I first started but when I started having support I've progressed massively.” 
• "David took his time to explain a number of things I could not understand and would never have worked out on my own. I look forward to being a little more confident when working on the laptop. "
• “Don was very helpful and polite and he gave me such good advice. He fixed my problems with expertise and more. There was a lot to do but he was happy to stay and help as I’m recently bereaved and clueless.” 

In addition, during the past year AbilityNet was able to:

• Open more than 800,000 digital doors* to improve accessibility and inclusion for people who are digitally excluded.
• Deliver over 23,000 hours of free technology support via in-person visits, group sessions and online webinars.

Those supported report:

• 98% are better able to use technology at home
• 89% find it easier to manage day to day life
• 86% enjoy greater participation in new activities online
• 94% are more knowledgeable about tech
• 92% feel more confident with tech
• 90% more independent
• 83% less stressed
• 83% less isolated

*We count digital doors as every instance of tech, digital skills and accessibility support; ranging from volunteer 1-2-1s, to factsheet views, to accessibility audit recommendations.

Working in partnership across sectors 

AbilityNet’s partnership with BT Group demonstrates how coordinated action between charities and major organisations can translate into real‑world impact.

By investing in trusted, community based digital skills support, the partnership has reached over 14,000 learners so far, accelerating AbilityNet’s ability to reach older and disabled people at moments where confidence, safety and human support matter most.

Sarah Brain, Head of Free Services, AbilityNet: 

“What this report highlights so clearly is that digital participation doesn’t come from infrastructure alone, it comes from confidence, trust and support at the point of need.

AbilityNet's partnership with BT Group has enabled us to scale community based digital skills support that meets people where they are, in ways that feel safe, human and relevant to real life."

By working together, we’ve been able to reach more older and disabled people, earlier in their digital journey, and support them to build the confidence they need to engage with essential services and everyday digital tasks.” 

Digital participation as a shared responsibility 

The report’s analysis shows that poorly designed digital services shift the burden onto families, frontline staff and charities, creating what it calls a “hidden workforce” that props up systems not built for real-world needs. AbilityNet believes in a 'nothing about us without us' approach to co-design with people who face the highest barriers.

"AbilityNet strongly believes that we have reached a tipping point where the business case for inclusive design and national coordination of efforts with trust at its core is now undeniable," says Low. 

AbilityNet supports the report’s call for a more coordinated, inclusive approach to avoid the risk of drifting into a “fragmented digital nation”, where change happens organically, inconsistently and without shared standards, leaving millions stranded on outdated, degrading systems. We urge policymakers, industry leaders and service providers to prioritise: 

• Clear, consistent service design standards 
• Affordable, reliable connectivity treated as essential infrastructure 
• Interoperable systems that reduce cognitive load and duplication 
• Trusted, human support available early and then when required
• Safe, auditable delegation options for the millions who assist others 
• Co-designed solutions that recognise the diversity of user needs 

Following the publication of this initial report, next steps include gathering public and stakeholder input for policy recommendations. AbilityNet's Amy Low will be joining other consortium members at an upcoming roundtable event at Anthropy to discuss future actions.

How you can get involved

From employee volunteering to sponsorship, fundraising and social value work, join other successful organisations including BT Group, Capgemini and Deloitte, who have made strides in building their social impact with AbilityNet by helping older, disabled and digitally excluded people to access and use technology.

You'll engage your staff, boost your brand, increase your customer base, and most importantly, it's the right thing to do.

Partner with AbilityNet

Free webinar: Digital Voice UK landline to digital switchover - are you ready?

Additional online support with digital skills

If you or someone you know is looking for digital skills support, AbilityNet's resources will help: 

• Download free digital skills factsheets
• Book AbilityNet's popular disability awareness training for your team
• Get step-by-step device guides on our My Computer My Way site
• Request help from an AbilityNet volunteer or call AbilityNet's helpline on 0300 180 0028