Over the past month, we have been focusing on digital exclusion and the barriers many people face when it comes to technology. For some, getting online can feel confusing, expensive or simply not relevant to their lives. It is important that digital services do not become the only way to access essential things such as healthcare, banking or public services. People should always have a choice, and support should be available for those who prefer face-to-face or offline options.
At the same time, when technology is accessible and used in ways that work for the individual, it can bring real benefits. Being online is not about keeping up with the latest trends. Often, it is the simple everyday uses that can make the biggest difference.
One of the most valuable benefits is staying connected. Technology gives people more ways to keep in touch with family, friends and communities. A quick message, sharing a photo or having a video call can help people feel part of the lives of those around them, especially when visiting in person is difficult. This became particularly clear during the Covid-19 pandemic, when many people experienced isolation due to restrictions. For many, video calls and online communication provided a vital way to maintain relationships and reduce loneliness at a time when face-to-face contact was limited.
Technology can also help people stay independent for longer. Tasks such as checking information, ordering shopping, booking travel or managing appointments can save time and reduce the pressure of having to make unnecessary journeys, when done online. For someone with limited mobility, caring responsibilities or a busy routine, these options can offer greater flexibility.
There are also smaller, everyday forms of technology that can improve daily life. Smartphones can provide reminders, help people find directions, keep important contacts in one place or allow quick access to information. Tablets and computers can open up opportunities to learn, explore hobbies, listen to music, watch programmes, read the news or connect with groups that share similar interests.
Health is another area where technology can support people, whether through online information, appointment systems or tools that help manage medication and routines. However, these should complement existing services rather than replace them. Being able to speak to a person, visit a branch or make a phone call remains important.
Technology will not suit everyone, and that is why inclusion matters. The aim is not to push everyone online, but to make sure people who want to use digital tools have the support and confidence to do so. When choice is protected, technology can become a useful tool for connection, independence and everyday life.
As part of our work on digital exclusion and the right to choose, we are campaigning for a future where technology improves access rather than creates new barriers. This includes calling on banks and businesses to explore more innovative ways for pensioners to access safe banking, including workshops, easier-to-use platforms and local banking hubs. We are also asking for stronger support and guidance across the financial services sector to ensure vulnerable customers are considered. Alongside organisations such as Age UK, we are supporting calls for the Lending Standards Board and Financial Conduct Authority to have greater powers to help prevent unnecessary bank branch closures. We are also calling for greater support for banks, businesses and service providers to develop more accessible tools as society becomes increasingly digital, while making sure offline choices remain available for those who need them. Find out more about our campaign activity at cspa.co.uk/digital-exclusion/
