Digital-by-default service delivery and the vicious circle of digital poverty

Digital poverty affects people living on low incomes as they are more likely to be excluded from digital services. While digital services may be convenient for many, they can be a significant barrier for those without access to digital devices, unable to afford data packages, or less able to use them.

Dr Becky Faith, a Research Fellow at the Institute of Development Studies, spoke about these issues during a CSGD seminar on digital-by-default service delivery and the vicious circle of digital poverty in March 2024.

Dr Faith discussed how digital poverty is not just limited to developing countries but is also prevalent in developed countries like the UK. For example, Dr Faith's research found that young homeless women in Brighton were heavily reliant on their phones to access benefits and housing. However, they were often locked into unaffordable phone contracts, which made their situation worse.

The COVID-19 pandemic has accelerated the digitalisation of services, which has further highlighted the issue of digital poverty. With schools and universities closed, students from low-income backgrounds struggled to access online education.

Similarly, those who lost their jobs due to the pandemic found it difficult to access digital services to apply for benefits because of the costs involved and alternative access to computers with internet, such as in libraries, unavailable at that time.

Dr Faith's research suggests that good digital services should be designed to be inclusive and accessible to everyone. This means that digital services should not exclude those without access to digital devices, unable to afford data packages or who are less able to use digital devices. Alternative ways of accessing these services, such as phone lines or face-to-face support, should be available.

Watch the seminar on digital-by-default service delivery and the vicious circle of digital poverty with Dr Becky Faith.

11 April 2024