Technology-led approach to digitalisation in public services has excluded groups of people, including those not connected to the internet. The Covid-19 pandemic has exacerbated inequalities in access to local authority statutory functions raising major concerns around duty of care. During the last 12 months, the 'Digital by Default' strategy with its focus upon web-based processes has left public bodies without the means to communicate and interact with digitally excluded communities. Lessons from the past 20 years of digital government research shows that digital exclusion will continue as-is unless significant changes are made.
Appreciation of why, when designing digital services, public institutions and local government authorities must simultaneously address issues of exclusion, cohesion and wellbeing; and
Appreciate why, when designing welfare policies and practices, simultaneously formulate digital strategies.
Appreciate the role of private and third sector in supporting digital inclusion
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