A practical, interactive digital inclusion toolkit designed to help individuals, students, volunteers, community organisations, and partners understand the field — and turn understanding into practical action.
This toolkit is designed to help people understand digital inclusion clearly, identify where they fit, and take practical next steps.
Understand it clearly. Use it practically. Build from there.
A toolkit is most useful when it leads to action.
Digital inclusion means ensuring that everyone has the access, skills, support and confidence to participate in and benefit from our modern digital society, whatever their circumstances.
Digital inclusion is not only about getting online. It is about whether people can benefit from being online in real and practical ways.
Digital access is necessary. Meaningful participation is the goal.
Click through the stages below. The cycle shows how access only becomes meaningful when it leads to confidence and participation.
Access is the starting point: devices, connectivity, and the practical ability to get online.
Skills are about knowing what to do once connected — from basic use to navigating services safely.
Confidence determines whether people feel able to try, ask questions, and continue engaging.
Participation is the outcome: being able to benefit, engage, and take part in society.
Digital inclusion happens through connected systems, not single organisations acting alone. Networks, data support, local delivery, and volunteers all play distinct roles.
No single organisation solves digital inclusion alone.
Digital exclusion doesn't look the same for everyone. These are the real people behind the numbers — each with their own barriers, needs, and potential.
Situation: Lives alone since her husband passed. Her GP moved to online booking only. She has a smartphone her daughter set up but finds it overwhelming.
Barrier: Confidence. She worries about "breaking something" or being scammed.
Need: Patient, jargon-free one-to-one support in a familiar setting.
"I just want to be able to book my own appointments."Situation: Has a tablet but struggles with fine motor control. Many websites aren't accessible — small buttons, no keyboard navigation, poor contrast.
Barrier: Technology designed without him in mind. Inaccessible services.
Need: Assistive technology guidance, accessible tools, and services that work with his setup.
"The internet assumes everyone's hands work the same way."Situation: Has a smartphone but uses a prepaid SIM that runs out. Navigating UK services — benefits, housing, school enrolment — requires online accounts she can't maintain.
Barrier: Data poverty, language, and a system that assumes digital fluency.
Need: Free data access, bilingual support, and a trusted guide through digital services.
"I have the phone. I just can't afford to keep it on."Situation: Left school at 16 with no qualifications. Uses his phone for social media but has never written a CV or applied for a job online. Has no laptop or home broadband.
Barrier: Lack of digital skills for employment, no device for productive tasks, low confidence.
Need: A device, practical skills training, and a non-judgmental entry point.
"I know how to use my phone. I just don't know how to use it for work."Situation: Gave up her job to care for her mother with dementia. Carers allowance, benefit renewals, and social care forms are all online. She's not digitally confident and has no time.
Barrier: Time, confidence, and a system that doesn't make allowances for carers.
Need: Flexible, task-focused support — help completing specific forms and accessing specific services.
"By the time I've looked after Mum, I don't have the energy to figure out a website."Situation: Uses a screen reader but finds most websites aren't built with accessibility in mind — missing alt text, unlabelled buttons, poor tab order.
Barrier: Inaccessible design and a lack of awareness from developers and service providers.
Need: Accessible tools, advocacy, and organisations that understand WCAG standards.
"I can use technology fine. It's the websites that can't use me."These personas represent common experiences — not fixed categories. Many people face overlapping barriers: a disabled older adult, a refugee with a visual impairment, a young carer. Effective digital inclusion starts by understanding the person, not the label. Use the Stage Index to assess needs and identify the right entry point.
Real delivery creates real insight. Small, targeted interventions can create meaningful outcomes, especially where digital exclusion overlaps with hardship and isolation.
Through initiatives like Winter Data Care, individuals facing financial hardship, isolation, and digital exclusion can receive simple forms of support that make a direct difference.
Small interventions can create significant outcomes.
Winter Data Care is key because digital exclusion often becomes more severe during winter, when households face higher pressure, deeper isolation, and more difficult choices between staying connected and meeting basic needs.
Support Winter Data Care
Access may be improving, but participation is still uneven. People often need more than connection.
People need systems they feel safe using.
Support has to matter in real life.
People need to feel able to engage.
Practical help often makes the difference.
Inclusion does not automatically lead to participation.
Digital exclusion is not an abstract national problem. In London, it is a daily reality for hundreds of thousands of people — and the numbers make the scale visible.
Sources: Ofcom Technology Tracker 2024; Lloyds Essential Digital Skills survey; LOTI Digital Exclusion Mapping research (Southwark, Barnet, Brent, RBKC, Westminster); Good Things Foundation / Public First polling 2025; Southwark Council Digital Strategy 2024–26.
These are not problems technology solves on its own.
You do not need to be an expert to contribute. Students can enter digital inclusion through technical support, community support, outreach, and insight.
Start where you are.
The field can feel broad at first. The most useful way in is to begin locally, stay practical, and learn from real people and real experiences.
Join a local initiative, repair hub, or community-led activity where digital inclusion is already happening.
Offer practical support, curiosity, and consistency. Contribution matters more than perfection.
Focus on people, not just technology. Digital inclusion is as much about trust and confidence as it is about tools.
If this resonates, take the next step — access tools, join networks, or partner with IFB Gaming.
Once you understand the basics, the next step is to move from awareness into action.
Use the Digital Inclusion Stage Index to understand where you or your organisation currently stand and which areas need attention first.
Focus on one realistic next step, such as learning, local volunteering, access support, or improving a service pathway.
Come back to the toolkit and repeat the assessment later so you can track change and build stronger practice over time.
There are wider national pathways that can help students, volunteers, tutors, and organisations build confidence and get involved in digital inclusion in practical ways.
Digital inclusion grows through practice, shared learning, and participation in wider networks and campaigns.
Learn My Way is a practical digital skills platform that can help people start learning, build confidence, and support others. Students and organisations can explore it as a starting point for learning, and may also get involved as tutors or network members.
Explore Learn My WayGet Online Week is a useful way to connect local action to a wider national moment. It offers an opportunity for organisations, community groups, and emerging contributors to take part in awareness, learning, and practical support activities that encourage digital inclusion.
Explore Get Online Week
Use this form to start a conversation with IFB Gaming about the toolkit, becoming a Data Waypoint, partnerships, student engagement, or digital inclusion support.
Complete the form below and we will review your enquiry and respond by email.