The economic impact of digital inclusion in the UK

Key statistics

• around 11.5 million people in the UK lacked basic digital skills in 2021, falling from 12.4 million in 2019
• without intervention, 5.8 million people may remain digitally excluded by 2032
• around 508,000 people per year would require digital skills training to achieve full inclusion by 2032
• every £1 invested in digital skills training is estimated to generate £9.48 in economic benefits
• digital inclusion could generate around £899 million in NHS savings between 2023 and 2032

Key messages

• digital skills are increasingly essential for participation in everyday life, employment and access to services
• large numbers of people remain digitally excluded, particularly older adults and those with lower skills levels
• improving digital inclusion can generate economic and public service benefits
• digital skills support programmes are required to reach people who are not yet online
• digital inclusion requires coordinated investment in skills, devices and connectivity

Policy implications

• sustained national investment in digital skills training is needed
• programmes should target groups most likely to remain excluded, including older adults
• digital inclusion strategies may reduce pressure on public services
• digital skills should be treated as core infrastructure supporting access to services

Gaps

• the report focuses mainly on economic modelling rather than direct health or social care outcomes
• there is limited analysis of how digital inclusion programmes affect different groups
• behavioural impacts on service use are assumed rather than directly measured
• more research is needed on links between digital inclusion and care access

Commentary
This report provides an economic assessment of digital inclusion in the UK, focusing on the potential benefits of improving digital skills across the population. The analysis frames digital inclusion as a key component of economic participation, with implications for productivity, employment and the use of public services.

The findings suggest that improving digital skills could also generate savings for the NHS, partly through increased use of online services and reduced demand for in-person appointments. This reflects the growing role of digital channels in accessing health information, services and administrative processes.

From a care equity perspective, the report highlights the risk that digitalisation of services may disadvantage people without access to digital skills, devices or connectivity. Older adults and individuals with lower digital literacy are projected to make up a significant proportion of those who remain digitally excluded in the future. Without targeted support, these groups may face increasing barriers to accessing health and social care services that are delivered or coordinated through digital systems.

Overall, the analysis reinforces the argument that digital inclusion should be treated as a core public infrastructure issue. Investments in digital skills, connectivity and support services may help reduce exclusion from digital health and care services while improving the efficiency of public service delivery.