How Charities Are Tackling Digital Exclusion in 2025

Digital exclusion remains a major barrier for many people across the UK, and Norfolk is no exception. Around one in seven people in the UK face challenges in accessing or using digital tools, according to research by Deloitte and the Digital Poverty Alliance.  In response, 82% of charities are actively addressing the issue, says a recent Charity Digital report. 

Here’s a quick look at how charities are stepping up in 2025, and what it could mean for people living in Norfolk. Data taken from the Charity Digital Skills Report 2024. 

1. Support on the Ground and in Policy

Charities are combining local help with national advocacy. In Norfolk, this could mean more digital skills workshops in community centres, libraries, and support hubs, as well as stronger representation of rural challenges in national policy.

Key issues charities are pushing for:

• Affordable internet access
• Continued offline access to services like banking
• Media literacy education in schools
• Investment in digital skills and accessible websites

2. More Inclusive Digital Services

Around 24% of charities are working to make their digital services more inclusive. Expect better-designed websites, more use of captions and alt text, and services co-created with people who have lived experience of digital exclusion.

This could lead to easier access to local charity services for older residents, disabled people, and those in rural areas with limited connectivity.

3. Building Skills for Staff and Volunteers

Nearly half of charities (46%) are prioritising digital training for their teams. This not only boosts internal capacity but also helps charities deliver better support to the public.

Local volunteers and staff are likely to benefit from training that boosts confidence in using digital tools to support their communities.

4. Responsible Use of AI

With interest in artificial intelligence growing, charities want to understand how to use it responsibly. This includes avoiding bias and ensuring that tools support – not replace – human interaction.

5. Stronger Partnerships

Collaboration is proving to be one of the most powerful tools in tackling digital exclusion, especially in places like Norfolk, where rural isolation and patchy connectivity often make digital access more difficult.

When charities, councils, health services, schools, and businesses work together, they can pool their expertise, resources, and reach to make a bigger impact than they could alone.

The Government’s 2025 Digital Inclusion Action Plan is also helping boost these collaborations, especially in areas where internet access and digital literacy are low.

Bottom Line:

Digital exclusion is a complex issue, but charities across the UK are taking meaningful steps to bridge the gap. Whether through local training, inclusive design, or strategic partnerships, these efforts are set to improve digital access and equality across the region in the year ahead.

To explore more resources and support on digital inclusion, visit the Charity Digital Inclusion Hub.