Digital Inclusion

What is digital inclusion?

Digital inclusion is the process of working alongside people and communities to ensure they can get online through supporting individuals to develop their digital skills, helping people to explore their connectivity options, and ensuring devices and services appropriately meet a person’s needs. However, there is currently a significant digital divide in Scotland meaning that some people are digitally excluded.

In 2019, the Scottish Household Survey highlighted that 71% of people with a long-term physical and/or mental health condition regularly use the internet compared to 94% of people without a long-term condition. The cost of living crisis is also further excluding people from the digital world. Citizens Advice research from May 2023 shows that people receiving Universal Credit are more than six times as likely to have cancelled their broadband in 2022 than people not receiving Universal Credit. At Carr Gomm, we support over 4,000 people each year who are most at risk if this digital divide continues to grow.

“So many people we support would not have the choice and opportunity to get online if it wasn’t for person-centred support to build their digital confidence. Some people will always require this support. Crucially, frontline Support Practitioners are already in the lives of thousands of people each day who face digital exclusion; and so embedding digital inclusion alongside the support we already provide is an amazing opportunity to reach those who are most at risk.”
Shannon McNee, Digital Inclusion Development Manager

Digital Inclusion at Carr Gomm

In February 2021, we launched our Digital Inclusion Research Project (DIRP). DIRP was a process of action research led by our dedicated Digital Inclusion Researcher, Shannon, to learn more about the digital needs of people we support, and Carr Gomm staff, to ensure everyone has the choice and opportunity to get online in a safe and meaningful way.

Over a period of two years, Shannon collaborated with people we support, Support Practitioners, and Managers across 18 services to design and deliver bespoke approaches to embedding digital inclusion and supported over 100 people to enjoy getting online. At the heart of this process is appreciating our existing, trusting relationships as a key foundation in supporting people to feel motivated, comfortable, and confident in getting online.

Each service explored digital inclusion in their own creative way, including:

Upskilling people we support to take their hobbies and interests to the next level, like learning how to DJ
Supporting people to continue their education and career development online
Supporting people to host online social events, like sing-alongs and cooking nights
Designing digitally enhanced support plans to ensure people have an active voice in the support they receive

Throughout this process, we have seen the significant impact that being digitally connected can have on the lives of people we support through increased opportunities for connection, choice, and control.

“Two weeks ago, it was my very first time getting in touch to speak to my psychologist online […] I thought, ‘I’ve been shown how to do this about ten times, I should know how to do it’…and I done it. I felt brilliant. I got onto the call, I was like ‘YES! I done it!’ […] It was a BIG achievement for me. It will give me a wee bit of control over my own life. That’s what it’s all about, control. You can do stuff for yourself, stuff you don’t need other people to do, if you can help it.”

Person We Support, Midlothian

“The four people we support now have their own email addresses. It brings me out in shivers. That’s something we take for granted in this day and age. One of the ladies we support, I used to email her mum every Monday but now whoever is supporting her can do that alongside her. Her mum will send pictures of the dog or her nieces and nephews – it’s amazing!”

Service Manager, Forth Valley

Digital Inclusion Development Project

In September 2023, DIRP became the Digital Inclusion Development Project, recognising our ongoing commitment to embedding digital inclusion; appreciating digital choice as a fundamental human right and marker of high-quality social care support.

Rolling out digital inclusion support across all Carr Gomm services
Launching updated digital skills training to support all frontline staff to feel comfortable and confident supporting people to get online
Continuing development on Open Minds, our new safe online space for people we support to connect with others, look after their wellbeing, and learn new things.

To learn more about our approach to empowering frontline staff to embed digital inclusion support, get in touch with Shannon (Digital Inclusion Development Manager): shannonmcnee@carrgomm.org