Digital inclusion isn’t just Wi-Fi: it’s whether people can use the information you publish
Local authorities are under intense pressure to move services online, benefits, housing, adult social care, waste, council tax, consultations, the lot. Done well, this can save time, reduce friction, and widen access. Done poorly, it can lock people out of essentials.
That’s why the Local Government Association’s Digital Communities Survey matters. It shows councils are actively trying to improve digital inclusion, but progress is being constrained, most notably by funding pressure and capacity.
As Access Bliss, I read this survey with a very specific lens: digital inclusion succeeds or fails at the “content layer”, the everyday posts, webpages, forms, PDFs, videos, and campaign assets people rely on to understand what support exists and how to access it.
What the LGA survey tells us about the reality on the ground
The LGA surveyed English councils in September–October 2025 (83 responses; 26% response rate). The findings paint a clear picture:
Financial constraints are the biggest barrier, cited by 77% of respondents.
Just over half (56%) reported at least one member of staff responsible for digital inclusion, and the average reported resourcing equates to around 1.24 FTE for councils involved in DI work.
49% reference digital inclusion in a digital strategy; 33% reference it in another strategy.
70% deliver signposting and public Wi-Fi; 56% deliver digital skills training.
Councils collaborate widely (voluntary sector, NHS), but only 42% reported having a formal mechanism to support digital inclusion partnerships.
When asked what would help officers play a more active role, 90% pointed to dedicated funding streams.
This is a sector trying to do the right thing, while operating inside real constraints.
The missing piece: digital inclusion is also about accessible communications
The LGA describes digital inclusion as ensuring people have the access, skills, support and confidence to participate in a modern digital society. The survey and accompanying commentary also emphasise that connectivity alone is not enough if people lack skills, confidence, and support.
I’d add a closely related point: access, skills and support still don’t land if the information itself is inaccessible.
This is where exclusion often happens in plain sight:
A benefits explainer video posted without captions
A “key update” shared as an image-only graphic with tiny text
A service change announced via a scanned PDF
A consultation page that’s technically online but unusable with screen readers
A social post that links out without summarising what residents will find, or what they need to do
These are rarely “big budget” problems. They’re process problems—fixable with standards, templates, and training.
7 low-cost, high-impact actions councils can take this quarter
If funding and capacity are tight, the goal is to prioritise changes that reduce avoidable exclusion quickly.
Adopt an “accessible by default” social media standard
One-page rules: captions always, plain language, high-contrast text, no image-only announcements, and consistent signposting.Caption every video: and write a real summary in the post copy
Captions support Deaf/HoH residents, people in noisy environments, and those with cognitive fatigue. Summaries reduce the “click cost”.Stop using images as your only format for critical information
If it matters, it needs a text version (in the post and/or on a webpage). Graphics can support the message—but shouldn’t be the message.Move “PDF first” to “webpage first” for resident-facing information
PDFs can be made accessible, but they’re often shared in inaccessible ways. A short HTML page (with clear headings and bullets) is usually the better default.Create a simple “digital inclusion” content checklist for every campaign
Before publishing: can someone understand this with captions off, sound off, and without opening a PDF? Would it work with a screen reader?Build a feedback loop that isn’t only digital
Digital inclusion includes confidence and support—so ensure there is a phone/offline route alongside online messaging (and that it’s easy to find).Train elected members and senior stakeholders on what “good” looks like
The survey notes training and awareness as a key support need for elected members.
A short practical session can prevent avoidable mistakes and reduce comms risk.
Why this matters now: the national picture is moving
The survey aligns with the Digital Communities APPG’s “Reconnecting Britain” report, which frames digital connectivity as central to economic growth and social inclusion, while warning that persistent gaps in coverage risk undermining national ambitions.
The Digital Communities APPG’s Reconnecting Britain report sets out recommendations for national government, local authorities, industry, and regulators to improve digital inclusion and connectivity. At a national level, it calls for stronger law and regulation, alongside effective implementation, so progress is consistent rather than fragmented.
For local government, the report is clear that collaboration is essential: “Local and regional government sector representatives should collaborate with the mobile and telecommunications sectors to improve understanding of the planning system, constraints and local need.” In practice, that means aligning infrastructure rollout with what communities actually require, and removing preventable barriers that slow delivery.
The report also highlights the need for better analysis and reporting on digital accessibility, so exclusion is measured properly, gaps are identified sooner, and investment can be targeted where it will have the greatest impact.
If the UK is serious about “digitally equipped places”, then councils need support not only on infrastructure and skills, but on how public information is designed and delivered.
Where Access Bliss fits (practically, not theoretically)
Access Bliss exists to reduce exclusion through accessible communications systems, especially for teams who are stretched and don’t have specialist accessibility capacity built in.
Typical ways I support councils, VCSE partners, and place-based programmes:
Digital Inclusion Communications Audit (web + social): quick findings, priority fixes, and an implementation plan
Accessible Social Media Toolkit: templates, captioning standards, alt-text guidance, and post formats that work for more people
Training for comms and service teams: how to write accessible posts, brief designers, and publish in an accessible way under time pressure
Campaign delivery support: turning service messages into multi-format, accessible content that residents can actually use
If you’re already doing the “big” digital inclusion work, devices, support sessions, libraries, community partners, this is the layer that helps residents benefit from it.
