Kyle Scott on fighting for digital inclusion

We received a lot of very positive feedback from our recent column here that detailed how the Citizens Advice Bureau (CAB) in West Dunbartonshire is challenging the stigma of poverty.

This week I want to share an example of how our network as a whole is making a real difference in fighting against digital exclusion.   

Smartphones are a staple of modern life. Indeed, it’s increasingly difficult to stay in touch with friends and family and to access services without one. But what about the thousands of people that can’t afford one of their own? 

We are working with Virgin Media 02, Hubbub, and the Scottish Government in a new project to distribute re-furbished mobile phones along with a data package to people who are digitally excluded. In total around 1,200 devices are being made available and distributed free by local CABs to those most in need. 

The project is a culmination of work with public, private and third sector partners, and we’re so pleased to see devices now getting into the hands of those who need them the most. This is where policy, advocacy and influencing meets practice with a real solution to change peoples’ lives. 

One of these people is Elaine (not her real name), who is disabled, lives on a low income on a Scottish island and recently visited her local CAB for support because her phone was about to cease functioning as it used 2G and 3G technology, and she couldn’t afford an upgrade. One of the re-furbished phones delivered to the CAB was given to Elaine and her adviser then did a home visit to help set up the phone and show her how to use it. Elaine now remains connected and can continue to manage her assisted care package herself via her new device.  

This of course is just one example, but the phones are being issued to people like Elaine across the Scottish CAB network and making a real difference, allowing them to maintain connections with family and friends and access public services, welfare benefits or the jobs market. This would not have been possible without this project, and we’re excited to see what comes next and to hear the stories of the impact it has made for individuals’ lives 

However, we also know that a single initiative like this is just a drop in the ocean and more needs to be done to promote better digital connections. We need to see more affordable products, enhanced digital skills and a more resilient infrastructure so that all of Scotland can benefit from stable connections. We also need to ensure that public services are designed with a variety of channels in mind and provide additional digital support services where needed. CAS will continue to influence policy and legislation on all these issues to help tackle the digital divide, but it needs a multi-agency approach. 

With both the Scottish and UK Governments increasing their focus on digital exclusion we’re hopeful that real change can happen. As this project shows, the CAB network certainly stands able and willing to help make digital exclusion a thing of the past. 

Kyle Scott is manager of the Strong Communities team at Citizens Advice Scotland.

This column was first published in the Herald.