The digital divide has been well documented, but most of the discussions on the topic have suggested such a divide is based on urban/rural lines. Research from Lancaster University and The Work Foundation highlights how this divide also has regional aspects to it.

The study shows that nearly 30% of people in North West England are unconfident that they can complete normal tasks, such as applying for a job, online. This rises to over 50% among over 65s.

Digital divide

The research finds that while 95% of people in the region have access to the internet, just a quarter feel like they’re able to make the most of it. A central problem is that they lack confidence in their digital skills, and this causes them to risk missing out on vital services and opportunities. Many of these people report turning to friends and family for support, which in itself can represent a problem for people who are already isolated.

It is clear that for those in the rural North West a lack of digital confidence and skills are bigger barriers to accessing key services and employment opportunities than internet connectivity,” the researchers say.

“Given the seismic shift to remote and hybrid working we’ve seen since the beginning of the pandemic, it is alarming that such a high proportion of the rural population still really struggle with these skills—especially older residents and low earners who are most likely to benefit from accessing digital services.”

Underperforming

The report reveals that the North West of England is among the worst performing areas in terms of shrinking the digital divide. For instance, the government set a target of reducing the number of people who are offline by 25% every few years. The North West has only managed 15.4%, which places it ninth out of the twelve UK regions. This is due in part to affordability issues, with 19% of homes sampled finding things like home broadband, mobile data, or a PC unaffordable. This rises to 36% among households with less than £20,000 in income.

“It was concerning to hear in our interviews that low levels of consumer confidence and technical understanding can result in people committing to costly and sub-optimal contracts, that they are then tied in to,” the researchers explain. “For example, we heard of instances where people were tied into contracts but unable to get any reliable connectivity at home– so felt they had to take out another contract at the same time, facing huge costs.

“People living in rural areas also tend to face higher costs for fast broadband connectivity, which can be enough to deter some from engaging with the online world completely and this could worsen as families struggle to make ends meet during the cost of living crisis. If Government ambitions to Level Up the UK are to become a reality, clearly more needs to be done to provide people living in the rural North West with the digital skills and access they need.”

Making improvements

The research includes a number of recommendations that the authors believe can help both local authorities and central government:

• Ofcom to ensure providers openly disclose the full range of charges included within mobile or broadband packages and ensure this information reaches vulnerable consumers in clearly understandable terms
• Help to ensure claimants of Universal Credit know they may be eligible for social tariffs which allow individuals to benefit from broadband connection at a reduced cost
• Job search platforms, recruiters and local bodies such as councils and LEPs to work in partnership to build confidence among rural residents in searching and applying for jobs online, through outreach activities in local settings and at home
• Local authorities to provide educational outreach to rural residents at the greatest risk of digital poverty, to equip them with the key skills needed to search and apply for jobs online
• Local authorities to collaborate with third parties to undertake peer-to-peer outreach to boost confidence in accessing digital services, using intermediaries and trusted individuals and via accessible community settings