February 11th 2026
Reflections from the Digital Poverty Alliance network day
Spending time outside familiar policy conversations can be revealing. At a recent network day hosted by the Digital Poverty Alliance, Fiona Florey, Engagement Manager at Digital Care Hub, joined practitioners, funders and policymakers to reflect on where the digital inclusion agenda stands – and where it may need to shift next.
A year on from the government’s Digital Inclusion Action Plan, there was recognition that digital inclusion has regained national attention. Yet the mood was reflective rather than celebratory. The debate has moved beyond making the case to asking what sustained commitment looks like and how delivery will be measured.
Digital inclusion as a spectrum
A recurring theme was the limitation of framing people as either “digitally included” or “excluded”. In reality, digital access and confidence sit on a spectrum shaped by affordability, literacy, disability, language and changing life circumstances.
Someone may shop online confidently but struggle with a complex public service portal. A household might have broadband but ration mobile data. People counted as included in national statistics can still find multi-factor authentication or lengthy forms difficult.
This lens highlights those in the middle: connected, but not consistently confident or supported. They are rarely described as excluded, yet are often most at risk of disengagement as services digitise.
When “free” is not truly free
Discussion of the Digital Poverty Alliance’s Zero Rating Report: When Data Decides Access grounded this in everyday realities. If accessing a public service requires paid-for data, can it genuinely be described as free? For households on tight budgets, even small data costs can delay engagement with services or deter online applications.
Chris Ashworth, Head of Social Impact at Nominet, questioned whether the term “zero rating” is widely understood. Beneath the technical detail lies a broader principle: as more of the welfare state moves online, affordability cannot be treated as marginal.
Local innovation and device reuse
Practical responses were also shared. Laura Weller from Coventry City Council outlined a circular economy model for devices, focused on reuse and redistribution. Surplus equipment from NHS Trusts and other organisations is refurbished and provided to people who might otherwise struggle to afford it.
The benefits are environmental and social. Crucially, a dashboard is being developed to evidence both, shifting the conversation from good intentions to measurable impact.
Digital ID and inclusive design
A panel on digital identity explored proposals for a voluntary, digitally compliant model, potentially linked to biometric passports and accessed through an app. Even if voluntary, panellists noted it may feel necessary if embedded across services.
Questions centred on trust, long-term governance and accessibility. If credentials such as driving licences are digitised, is additional infrastructure required? Across perspectives, there was agreement that inclusion must be designed in from the outset, not added later.
Beyond affordability: visible support
Affordability is only part of the picture. Digital services are often launched with an assumption that support will follow. Whether it is the NHS App, tax systems or multi-factor authentication, funding for hands-on help can be fragmented.
Genuine inclusion requires visible, local support: community hubs, clear offline alternatives and sustained human assistance. Without this, attention can drift towards adoption metrics rather than meaningful use. Small businesses, with limited capacity to absorb rapid change, may be particularly stretched.
Why this matters for social care
For social care, these debates are immediate. Digital exclusion shapes how people access health services, manage benefits and communicate with providers. It affects family members coordinating support, frontline staff adopting new systems and smaller providers balancing innovation with constrained resources.
Reflecting on the day, Fiona noted that digital inclusion is fundamentally relational. Devices and connectivity matter, but so do trust, language, design and sustained support. Access alone is rarely enough.
We look forward to exploring this further as part of our Digital Care in Focus in November.
For further information on digital inclusion initiatives, visit the Digital Poverty Alliance and the Good Things Foundation.
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