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Context: During the 2020 consultation for Equality Outcomes 2021-2025, Edinburgh, West Lothian and Midlothian Councils, NHS Lothian, and regional partnerships gathered feedback on digital inclusion barriers affecting different groups.
Approach: A joint consultation was conducted from November 3 to December 22, 2020, receiving 257 responses from individuals, organisations, and community groups across the Lothian region.
Key Consultation Findings:
- Consultation respondents identified that older people may feel less confident about using online methods or uncomfortable about sharing confidential information online
- Feedback revealed that people in abusive relationships may have limited IT access or usage monitored
- Respondents noted that Gypsy/Traveller community members tend not to have internet access or equipment, may not use social media and may experience literacy issues
- Consultation highlighted that some people may not be able to afford digital devices, which increases the digital divide
- Feedback emphasised that online access to services does not suit everyone and that this must be acknowledged
Consultation Recommendations:
- Alternative service access options must be made available for those who cannot access digital services
- Public services should work collaboratively with the third sector to address digital exclusion
- Locations such as libraries, offices, job centres, and community centres could be used to facilitate digital learning and provide facilities
- Consideration must be given to how different groups are communicated with to ensure equality outcomes deliver benefits for them
- Impact on Policy Development: The consultation feedback directly informed the development of equality outcomes across the partnership, with accessibility and digital inclusion becoming a key theme in the 2021-2025 equality frameworks.
Key Learning from Consultation:
- Different protected characteristic groups face distinct digital barriers
- Generic digital inclusion approaches may not address specific community needs
- Consultation feedback demonstrates the importance of maintaining non-digital service options
- Evidence gathering through consultation reveals the need to consider how different groups access and use digital services
(Source: Equality Outcomes 2021-2025 Consultation feedback, Edinburgh Council)