A systems approach to digital inclusion

The challenge

Older people remain one of the most digitally excluded groups in the UK, facing barriers of skills, confidence, accessibility, and trust. ONS data shows adults over 65 consistently form the largest proportion of the adult non-users of the internet, with half of those over 75 offline. 

Many also experience poor health, disability, or low income, compounding digital exclusion. The consequences are significant: reduced access to healthcare, welfare and financial services, and diminished participation in the labour market. Exclusion increases financial vulnerability, risk of poor health, and increased risk of isolation and loneliness. 

The research

Is it possible to rethink digital inclusion approaches? Instead of focusing on changing the behaviour of older people, can we instead tackle the systemic barriers that cause digital exclusion?

Working in five diverse UK neighbourhoods, this research trials Behavioural Systems Mapping, an innovative, evidence-led method to explore the role of institutions and local actors in digital exclusion.

By collaborating with stakeholders including local authorities, third sector partners, and local people, this work evaluates the potential of Behavioural Systems Mapping as a method. It generates new evidence on its potential as a scalable tool for local authorities to improve skills, confidence, accessibility, and local delivery.