Govt needs to do more for digital inclusion: NAO

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7% of those online lack confidence

The National Audit Office (NAO) has published “Digital Britain 2: Putting users at the heart of government’s digital services” according to which the government needs to do more to implement its digital inclusion plan, if its digital by default agenda is to succeed.

The report has found that even those who the government counts as being online do not necessarily have the confidence to complete an online task: “Over 90 per cent of those surveyed who used the internet were experienced users who felt confident about completing online tasks without help. However, seven per cent of those online lack confidence and may need assistance.”

The report points out three main reasons why people do not use more public services online:

  • Preference for face-to-face contact
  • Unwillingness to give personal information online
  • Low awareness of online services

Digital Britain 2 also notes that “of those not on the internet, 48 per cent receive help from friends and family with internet access, a fact not recognized in the government’s approach to assisted digital services.”


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