In an increasingly connected world, digital literacy has become as fundamental as traditional literacy. Yet across Wales, a significant portion of the population remains digitally excluded, unable to fully participate in our digital society. Understanding and addressing this digital divide isn’t just a matter of technological progress—it’s about ensuring equity, opportunity, and social inclusion for all Welsh residents.

The Scale of Digital Exclusion in Wales

The statistics paint a sobering picture of digital exclusion in Wales. Currently, 7% of Welsh adults do not use the internet—equivalent to approximately 170,000 people. This figure is notably higher than the UK average, highlighting Wales as a region where digital exclusion is particularly pronounced. While this represents an improvement from 10% in July 2020, the progress underscores both the ongoing challenge and the potential for positive change.

The impact extends beyond mere numbers. Those who are digitally excluded are often among the heaviest users of health and social care services, making their exclusion from digital health innovations particularly concerning. As public services increasingly move online, these individuals risk being further marginalized from essential support systems.

Who Is Most Affected?

Digital exclusion in Wales doesn’t affect all communities equally. The most vulnerable groups include:

Older Adults

Age remains the strongest predictor of digital exclusion. Many older Welsh residents face multiple barriers to digital engagement, from physical challenges in using devices to concerns about online safety and fraud. The rapid digitization of services during the COVID-19 pandemic particularly highlighted how older adults were often left behind.

Rural Communities

Geographic isolation compounds digital exclusion in Wales’s rural areas. Poor broadband infrastructure, limited mobile coverage, and higher costs of connectivity create significant barriers. Rural residents may also have fewer opportunities to access digital skills training, creating a cycle of exclusion.

Low-Income Households

The cost of devices, internet subscriptions, and ongoing maintenance creates substantial barriers for families on limited incomes. Even when public Wi-Fi is available, the lack of personal devices or data allowances limits meaningful engagement with digital services.

People with Disabilities

Accessibility barriers in digital design often exclude people with various disabilities. Without proper training on assistive technologies or access to accessible devices, this community faces additional hurdles to digital participation.

The Consequences of Digital Exclusion

The implications of being digitally excluded in modern Wales are far-reaching:

Economic Impact

Digital skills are increasingly essential for employment, with many jobs requiring basic computer literacy. Those without these skills face limited job prospects and may be excluded from the growing digital economy. The inability to access online job searches, applications, and remote work opportunities further compounds economic disadvantage.

Health and Social Care

As healthcare services digitize—from online appointment booking to telehealth consultations—digitally excluded individuals may struggle to access care. This is particularly concerning given that those most likely to be digitally excluded are often those with the greatest health needs.

Education and Learning

Digital literacy is now fundamental to educational success at all levels. Students without home internet access or digital skills face significant disadvantages in their studies, while adults miss out on online learning opportunities that could improve their employment prospects.

Social Isolation

Digital platforms have become primary means of maintaining social connections, accessing community resources, and participating in civic life. Digital exclusion can therefore lead to increased social isolation and reduced community engagement.

Access to Services

From banking to government services, many essential functions are moving online. Those without digital skills may find it increasingly difficult to manage their finances, access benefits, or interact with public services efficiently.

Current Initiatives in Wales

Wales has recognized the urgency of addressing digital exclusion and has implemented several initiatives:

Digital Communities Wales (DCW)

This Welsh Government-funded programme represents one of the most comprehensive approaches to digital inclusion. DCW delivers free digital inclusion training to frontline staff and volunteers, adopting a ‘Digital Champions’ approach where trained individuals can then support others in their communities. The programme focuses on building confidence and skills among those who directly interact with digitally excluded populations.

NHS Wales App Support

Recognizing the importance of digital health services, DCW has developed specific training programmes to help staff and volunteers support others in engaging with digital health platforms. These sessions, delivered in both English and Welsh, address practical concerns about accessing healthcare online.

Youth-Focused Initiatives

Recent partnerships between organizations like The King’s Trust, the Open University in Wales, and the Institute of Coding have created free digital skills courses specifically for 16-30 year-olds. These initiatives recognize that even younger demographics may lack essential digital skills for modern employment.

Business Skills Development

The Flexible Skills Programme provides funding support to Welsh businesses seeking to upskill their workforce in advanced digital skills. This initiative acknowledges that digital transformation affects all sectors of the economy.

Community-Based Approaches

Organizations such as Business in the Community are working to provide devices pre-loaded with data to individuals and community groups, addressing both access and affordability barriers simultaneously.

Why Digital Skills Training Matters

Digital skills training is crucial for several key reasons:

Empowerment and Independence

Training gives individuals the confidence and capability to navigate digital systems independently. Rather than relying on family members or support services, people can access information, services, and opportunities directly.

Economic Participation

Basic digital skills open doors to employment opportunities and enable participation in the modern economy. From online shopping to digital banking, these skills provide access to services that can save time and money.

Health and Wellbeing

Digital health services can improve health outcomes by making healthcare more accessible. Training helps individuals understand how to book appointments online, access health information, and engage with telehealth services.

Social Connection

Digital platforms enable people to maintain relationships, join communities, and access social support. Training helps individuals navigate social media safely and meaningfully.

Civic Engagement

Digital skills enable participation in democratic processes, from accessing government information to engaging with representatives online.

Key Components of Effective Digital Skills Training

Successful digital skills training in Wales should incorporate several essential elements:

Accessibility and Inclusivity

Training programmes must be designed to accommodate different learning styles, physical abilities, and comfort levels with technology. This includes providing materials in Welsh and English, offering various formats (in-person, online, hybrid), and ensuring physical accessibility of training venues.

Practical, Relevant Content

Training should focus on skills that directly improve participants’ daily lives. This might include online banking, accessing government services, video calling family members, or finding health information online.

Ongoing Support

One-time training sessions are rarely sufficient. Effective programmes provide ongoing support, whether through follow-up sessions, peer support networks, or access to help desks.

Trust and Safety

Many digitally excluded individuals have concerns about online safety, fraud, and privacy. Training programmes must address these concerns directly, teaching practical skills for staying safe online while building confidence in digital engagement.

Device Access

Training is most effective when participants can practice on devices they’ll actually use. This may require lending programmes, partnerships with device manufacturers, or creative solutions for providing affordable access to technology.

Building a Digitally Inclusive Wales

Creating a truly digitally inclusive Wales requires coordinated action across multiple sectors:

Infrastructure Development

Continued investment in broadband infrastructure, particularly in rural areas, is essential. However, connectivity alone isn’t sufficient—affordable access options must be available to low-income households.

Education System Integration

Digital skills should be embedded throughout the education system, from primary school through adult education. This includes training educators to effectively teach digital literacy and ensuring all students have access to necessary technology.

Healthcare System Adaptation

As health services digitize, healthcare providers must ensure that digital transformation doesn’t leave patients behind. This requires both staff training and patient support programmes.

Employer Engagement

Businesses have a role to play in supporting digital skills development, both for their own employees and the broader community. This might include providing training opportunities, supporting community initiatives, or offering internships and work experience.

Community Partnership

Libraries, community centers, voluntary organizations, and faith groups all play crucial roles in supporting digital inclusion. These trusted community spaces can provide both training venues and ongoing support networks.

The Path Forward

Bridging the digital divide in Wales requires sustained commitment and investment. The progress made so far—from 10% to 7% digital exclusion—demonstrates that change is possible, but much work remains. Key priorities for the future include:

Scaling Successful Programmes

Initiatives like Digital Communities Wales have shown promise and should be expanded to reach more communities across Wales. This includes increasing funding, training more digital champions, and developing new partnerships.

Addressing Affordability

The cost of connectivity and devices remains a significant barrier. Policy solutions might include subsidized internet access for low-income households, device lending programmes, or partnerships with telecommunications providers.

Improving Accessibility

Digital services and training programmes must be designed with accessibility in mind from the outset. This benefits not only people with disabilities but creates more inclusive experiences for everyone.

Measuring Impact

Robust data collection and evaluation are essential for understanding what works and where improvements are needed. Regular surveys, feedback mechanisms, and outcome tracking help ensure resources are used effectively.

Creating Sustainable Models

Long-term success requires sustainable funding models and community ownership of digital inclusion initiatives. This might involve training local community members to become ongoing digital champions or developing revenue-generating social enterprises.

Conclusion

The digital divide in Wales represents one of the most significant social and economic challenges of our time. With 170,000 Welsh residents currently unable to participate fully in our digital society, the stakes are high. However, the progress made in recent years, combined with innovative programmes like Digital Communities Wales, demonstrates that positive change is achievable.

Digital skills training is not just about teaching people to use computers—it’s about ensuring that every Welsh resident has the opportunity to participate fully in modern society. It’s about health equity, economic opportunity, educational access, and social inclusion. As Wales continues to develop its digital infrastructure and services, ensuring that no one is left behind must remain a central priority.

The path to digital inclusion requires sustained effort, adequate funding, and genuine community partnership. But the goal—a Wales where everyone has the digital skills and access they need to thrive—is both achievable and essential. By continuing to invest in digital skills training and addressing the root causes of digital exclusion, Wales can become a model for digital inclusion that other regions can follow.

The digital future of Wales must be inclusive, accessible, and designed for everyone. With continued commitment to digital skills training and community support, that future is within reach.