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Digital-first should not mean digital-only: why digital inclusion matters for the future of policing
We recently submitted a response to Police Scotland's consultation on its Digital, Data and Technology Strategy 2025-2028. We support the overall direction of the strategy and recognise the potential for digital, data and technology to improve policing and make services more accessible.
They can make it easier to report non-emergency issues, access information and support, and receive updates. They can support crime prevention and detection, improve efficiency and help create a more joined-up experience across public services.
But digital transformation only works if it works for everyone. Digital exclusion is more than being offline
Digital exclusion can result from a lack of devices, affordable connectivity, limited skills or confidence, accessibility, literacy or language barriers, and concerns about sharing information digitally.
In a policing or justice context, these barriers can be heightened by distress, trauma or personal circumstances. A service being available digitally does not necessarily mean it is accessible or usable.
The strategy makes a commitment to “inclusive design”, but inclusive design and digital inclusion are not the same. Designing an accessible and usable digital service does not solely , address the wider circumstances that may prevent someone from engaging with it.
Digital should increase choice, not narrow it
We strongly support providing more accessible and flexible ways to engage with Police Scotland.
But expanding digital channels must be accompanied by a clear commitment to digital inclusion.
Police Scotland should adopt an inclusive, choice-based service model, rather than assuming digital should become the default.
Digital services should be designed so as many people as possible can use them independently, while telephone, face-to-face and other appropriate routes remain available without disadvantaging those who need them.
Accessibility needs to be built in from the outset. This goes beyond technical compliance to include plain language, accessible authentication, language and interpretation needs, and cognitive demands.
Digital uptake is not the same as digital inclusion
The strategy identifies increased digital engagement and reduced contact with service centre operators as measures of success.
While digital channels can provide greater choice and convenience, these measures could unintentionally incentivise channel shift without considering whether digital is appropriate or accessible for everyone.
Reduced operator contact should not be assumed to represent a successful outcome.
It could reflect people successfully completing an interaction digitally. But it could also reflect people abandoning interactions, being unable to access human assistance or choosing not to engage.
Police Scotland should measure not only how many people use digital services, but who does not use them, who requires support, where people abandon interactions, whether particular groups face greater barriers, and whether appropriate alternatives remain available.
Success should not be measured by digital uptake alone, but by whether technology makes policing more accessible, effective and equitable.
Lived experience should shape digital transformation
Police Scotland should recognise third sector and community organisations as strategic partners in digital transformation as these organisations have trusted relationships with communities and can identify barriers that may be missed through conventional consultation.
This would allow Police Scotland to involve those at risk of digital exclusion throughout the design and evaluation of services.
Our current discovery work with organisations supporting people involved in the justice system and their families reinforces this.
Emerging themes include people requiring support from another person to engage digitally; difficulties keeping track of appointments, information and case updates; barriers relating to devices, connectivity and data costs; and low digital confidence or skills.
These experiences demonstrate why transformation should be designed around people's actual circumstances rather than assuming everyone can engage digitally in the same way.
Putting inclusion at the heart of digital transformation
We believe that the final strategy would be strengthened by making digital inclusion a clear, cross-cutting commitment.
No one should have reduced access to policing because of their digital access, skills, confidence, accessibility needs or circumstances.
As Police Scotland continues its digital transformation, people most likely to experience digital exclusion, alongside the organisations that support them, need to be involved in shaping what comes next.
Digital transformation should give people more ways to engage with policing, not create new barriers.
Digital-first should never become digital-only.
