Hiteva, Ralitsa; O'Donovan, Cian; Simpson, Kate; (2023) Written evidence submission to the Communications and Digital Committee Inquiry into digital exclusion and the cost of living. UK Parliament: London, UK.

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Abstract

Digital exclusion is currently being addressed in an ad hoc and piecemeal manner, particularly for vulnerable groups of users such as social housing residents over the age of 55. There is insufficient coordination between different organisations working with residents in social housing, leading to cost increases for all, including residents. Digital services are creating new complexities which is leading to a mandate gap among key stakeholders operating within social housing schemes. This risks creating fractured data and services for organisations and users. A coordinated, whole-systems approach is needed to evaluate ongoing and future digital transformation initiatives. This approach will create more opportunities for cost sharing and cost reduction for users, residents and stakeholders involved in the provision of critical digital services in homes. Such an approach could draw valuable lessons for addressing digital exclusion from approaches to addressing fuel poverty.

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