One in five people in the UK cannot access or use essential digital government services without assistance, according to new research that suggests millions of citizens risk being excluded as government continues its shift towards digital-first public services.
The study, conducted by the Digital Poverty Alliance (DPA) and commissioned by Cognizant, surveyed more than 2,000 UK adults and examined access to online government services including Universal Credit, Pension Credit, driving licences, digital identity services, eVisas and school admissions.
It found that 20 percent of respondents said they would be unable to use these services without support from friends, family or charities, highlighting what researchers describe as significant digital inclusion gaps across the UK.
Younger users also struggling
The research also challenges assumptions about who struggles most with digital public services. While almost a quarter of respondents said they experience difficulties using government platforms, that figure rose to 40 percent among younger adults, suggesting digital confidence cannot be assumed based on age alone.
Nearly six in 10 respondents also reported having experienced difficulties logging into government platforms, underlining the usability challenges facing citizens across a broad range of services.
Devices and connectivity remain barriers
Access to suitable technology continues to present a significant obstacle. Around one in ten respondents said they lack reliable internet connectivity, with many relying on mobile data that frequently runs out, experiencing poor signal at home or feeling uncomfortable accessing sensitive government services in public spaces.
A similar proportion said they do not have access to an appropriate device. Many reported that completing lengthy government forms on a smartphone is difficult, citing the need for larger screens and physical keyboards.
Support services under pressure
Many citizens continue to rely on traditional support channels when digital services prove difficult to use. Six in ten respondents said they had previously contacted a government helpline for assistance.
Although 61 percent of those who called found the experience helpful, participants also reported long waiting times, being redirected back to online services or receiving insufficient support. Many were also unaware that dedicated digital government helplines existed.
Meanwhile, almost one in five respondents said they would be unable to access digital government services without support from friends, family members or charity workers, raising concerns about the growing reliance on informal support networks that often lack sustainable funding.
Calls for more inclusive digital design
Elizabeth Anderson, chief executive of the Digital Poverty Alliance, said the findings demonstrated the importance of ensuring digital transformation does not come at the expense of accessibility.
“As more government services move online, it is vital that digital transformation does not come at the expense of inclusion,” she said.
“For the 19 million people in the UK currently experiencing digital exclusion, this creates a real risk of new barriers to accessing essential services.
“The shift toward digital-only systems risks leaving vulnerable groups behind, particularly those without reliable internet access, suitable devices or the confidence to navigate complex online platforms.”
Anderson said government services should be designed around users’ real-world circumstances, with more intuitive interfaces, fewer technical problems and properly funded support available alongside digital channels.
She also warned that charities and community organisations are increasingly filling gaps in support despite often lacking sustainable funding or training.
‘Digital by default mustn’t mean digital only’
Yatin Mahandru, UK and Ireland head of public sector and health at Cognizant, said the findings should inform how public sector organisations approach digital transformation programmes.
“Digital by default mustn’t mean digital only,” he said. “When one in five people can’t access essential services without help, this risks further disadvantaging those that can least afford it.”
Mahandru argued that the solution was not to slow digital transformation but to build services around how citizens actually interact with government, including the devices they use and the need for assisted support where appropriate.
“Done well, modern service design and AI can make government services dramatically simpler, more accessible and more impactful for everyone,” he said. “The leaders who get this right will measure success not by how many services they move online, but by how many people they reach.”
The nationally representative survey, carried out by Censuswide, questioned 2,001 UK adults and was supplemented by research involving 70 people with lived experience of digital poverty, including focus groups held in Sunderland and Medway.
