DigiShift 99: digital behind walls - how people are being locked out of services

As charities digitise more of their services, are we accidentally building digital walls around the people we most want to reach?

Digital services can make things faster, easier and cheaper. But what happens when the drive to put services online starts shutting people out?

In this Digishift we'll be joined by Kat Dixon Senior policy researcher at Citizens Advice to talk about their new research that shows how people can become locked out of essential services when digital becomes the default. Their research draws on frontline advisers, a nationally representative survey and more than 800 cases.

For charities, this raises some big questions. Are our digital services genuinely making things easier for everyone? Or are we unintentionally creating new barriers?

Join us for an SCVO DigiShift conversation exploring digital services design and its impact.

Kat Dixon (they/she) is a Senior Policy Researcher with Citizens Advice. They have a background in digital inclusion research, focused on people in temporary accommodation and place-based community solutions. They serve on the Digital Inclusion Action Committee with DCMS, have launched large-scale digital skills programmes in partnership with Google, TikTok and Microsoft, and continue to be a vocal advocate for inclusive digital access.

We’ll explore

• The digital walls we don't always see:  Who might be struggling with the way our services are designed, and would we even know?
• The right to a human: When should people be able to step out of a digital process and speak to someone?
• Online or offline shouldn't be a one-way door: Can people easily move between digital, phone and face-to-face support as their circumstances change?
• When "digital exclusion" is actually bad design: If someone can't complete an online form or gets trapped in a chatbot loop, is the problem really their digital skills?
• What does good, inclusive digital design actually look like?: What practical changes can charities make to ensure digital makes their services more accessible rather than less?

Kat Dixon (they/she) is a Senior Policy Researcher with Citizens Advice. They have a background in digital inclusion research, focused on people in temporary accommodation and place-based community solutions. They serve on the Digital Inclusion Action Committee with DCMS, have launched large-scale digital skills programmes in partnership with Google, TikTok and Microsoft, and continue to be a vocal advocate for inclusive digital access.

This session is for anyone in the voluntary sector, public service leaders, digital practitioners, policymakers, and those interested in the future of digital government and service design. Whether you’re responsible for digital strategy, service delivery, or simply passionate about building better services, you’ll gain invaluable insights and practical ideas to take forward.

Since March 2020, DigiShift has helped thousands of charities and non-profit organisations learn and collaborate. Run in collaboration between SCVO and Third Sector Lab, and supported by the National Lottery Community Fund (Scotland), DigiShift offers practical and actionable advice from digital experts.