Lewes District Citizens Advice Featured in National Digital Inclusion Report

We're delighted that the innovative work of our local Citizens Advice service has been featured in a new national Citizens Advice report, What Works: Lessons from the Frontline of Digital Support & Advice Services.

The report explores how advice services across the country are helping people overcome digital barriers at a time when more public, financial and essential services are moving online. Citizens Advice highlights that millions of people across the UK face challenges accessing digital services, whether through a lack of skills, confidence, equipment, connectivity, or accessibility needs. 

Drawing on evidence from local services, adviser experiences and hundreds of client cases, the report identifies five key lessons for effective digital inclusion support:

• Focus on helping people complete the tasks they need to do, rather than teaching digital skills in isolation.

• Empower people to build confidence and carry out tasks independently.

• Take support into communities through outreach services.

• Build trust through face-to-face support and ongoing relationships.

• Integrate digital support alongside advice services such as debt, benefits and housing advice. 

  
  

These findings strongly reflect the approach we have developed locally. We know that digital exclusion is rarely a standalone issue. People often come to us for help with benefits, housing, employment, cost of living or consumer issues, and digital barriers can prevent them from accessing the support, services and opportunities they need.

By embedding digital support within our advice services, we help people gain the confidence and practical skills needed to manage online accounts, complete applications, access benefits, communicate with services and navigate an increasingly digital world.

The report also highlights the importance of sustainable investment in local digital inclusion services. As more services move online, ensuring everyone can access them is essential to preventing inequalities and improving outcomes for the people and communities we serve. 

We're proud that our work has contributed to national learning and look forward to continuing to develop innovative approaches that help residents overcome digital barriers, access vital services and improve their financial and social wellbeing.

Read the full report: What Works: Lessons from the Frontline of Digital Support & Advice Services by Citizens Advice.