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Why scaling connectivity is imperative to continue meeting demand

Digital inclusion falters without resilient connectivity at the core of public services

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One year on from the Government announcing its Digital Inclusion Action Plan, there is clear progress to recognize.

We’ve seen steps taken to get more devices into people’s hands, boost digital skills, and lend extra support to those who need it most.

These are positive moves, no doubt. But here’s the catch: while these efforts are helping to fix the visible issues, they’re not tackling the root of the problem.

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The underlying system - the real foundation of digital inclusion - is still struggling to keep up.

When we think about digital inclusion, it's tempting to focus just on devices and skills. Sure, having a laptop or tablet - and knowing how to use it - seems like the obvious hurdle to overcome. But here’s the thing: without reliable, secure and scalable connectivity, those devices are pretty much useless. If the connection drops, all that progress towards inclusion goes out the window.

And the scale of the challenge remains significant - around 1.7 million UK households are still digitally disconnected, while millions more lack the confidence or skills to fully participate online.

In fact, our 4 Million report suggests that 66% of people in the UK do not feel they have the skills to fully engage with digital technology, reinforcing just how wide the inclusion gap still is. And, this is already playing out across public services.

From healthcare and education to local government, demand for digital services is accelerating at a pace that existing infrastructure is struggling to match. The public now expects seamless, always-on services.

These expectations are shaped not by government, but by their experiences with the private sector. Booking appointments, accessing records, and applying for support are increasingly digital-first and data-heavy.

At the same time, these public services rely on the movement and storage of vast volumes of highly sensitive personal data. As connectivity becomes the backbone of delivery, its resilience and security become inseparable from service quality itself.

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The risk is not simply that people cannot access services, but that the systems they depend on are fragile or untrusted. Connectivity is no longer just an enabler of access. It is a point of systemic vulnerability if not designed and managed properly.

The importance of getting this right extends far beyond convenience. Digital exclusion has been shown to lead to wider inequalities which make it harder for people to access healthcare, education and employment opportunities, and increasing social isolation.

Yet connectivity is still too often treated as a background necessity, rather than the critical capability it has become.

If the UK really wants to make digital inclusion a reality, things need to shift. Connectivity should be treated as a vital national asset - just as important to our public services as roads, railways, or electricity.

And it appears the public is in some form of agreement with more than 70% of people now seeing internet access as essential for their day-to-day life. For many, it’s not just about convenience - it’s central to looking after their finances, accessing crucial services, and staying well.

This shift in thinking becomes more urgent as the next wave of digital transformation takes hold. Technologies such as artificial intelligence will not sit on top of existing systems. They will depend on them.

AI has the potential to transform everything from diagnostics in healthcare to administrative efficiency in local government. But its effectiveness is contingent on fast, reliable and secure connectivity. Without that foundation, AI will not scale, and its benefits will not be evenly distributed.

Without the right connectivity, these technologies risk reinforcing the very inequalities digital inclusion seeks to address. Those with access to high-quality networks will benefit from faster, more responsive services. Others will be left further behind.

Inclusion and security must therefore be designed together, not treated as competing priorities.

Encouragingly, there are already examples of what progress can look like. Initiatives focused on improving access to connectivity, devices and skills have already supported millions of people and businesses to cross the digital divide, demonstrating what is possible when coordinated action is taken.

However, scaling this impact will require a more coordinated and strategic approach.

Embedding connectivity at the heart of policy and investment

First, connectivity must be embedded into policy thinking at every level, from national strategies to local service design. It cannot sit separately from discussions around digital skills or device provision.

Second, investment in network infrastructure must keep pace with demand. This includes not only expanding coverage but also enhancing capacity and resilience to support increasingly complex and data-intensive services.

Third, security must be built in from the outset. As cybersecurity threats continue to evolve, public services cannot afford to retrofit security measures after systems are already in place. Secure-by-design connectivity should be the standard, not the exception.

Finally, collaboration will be key. No single organization can address these challenges alone. Government, industry and the wider ecosystem must work together to ensure that connectivity supports both innovation and inclusion.

The UK has made meaningful strides in its digital inclusion journey over the past year, but without addressing the connectivity gap, those gains risk being fragile.

Digital inclusion is not just about getting people online. It is about ensuring they can participate fully, safely and reliably in an increasingly digital society.

Digital inclusion means more than simply connecting people to the internet. As our society grows ever more digital, it is essential that every individual has a fair chance to engage confidently, securely and reliably in contemporary life.

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This article was produced as part of Tech Radar Pro Perspectives, our channel to feature the best and brightest minds in the technology industry today.

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