Access to the internet has become known in some circles as the fourth utility, as vital as the heat in our homes and the water in our taps. Digital exclusion can potentially leave some of the most vulnerable sections of society isolated and cut off from vital services. As one of those present at the discussion said: ‘The Victorians made sure we all had clean water, our job is to make sure we are all digitally enabled.'

Yet it remains an emerging issue of which many are unaware – it has not yet been identified as an issue in every part of the country. One delegate conceded: ‘It's not a problem that has been particularly on our radar before, but that's something we should be thinking about.'

However, most spoke of digital exclusion as being a significant problem in their own areas.

‘We are a relatively affluent borough – one of our challenges is having an elderly and rural population,' said another delegate. ‘Even though they might have an interest, they don't have the means.'

Digital exclusion boils down to a lack of internet access or IT skills, but the reasons behind this are varied. It can be due to disability, poverty, or even a location poorly served by the infrastructure required – one person said: ‘We have been trying to get BT to do a rollout in our area. It has gone so far, but won't go any further.'

The most common factor among those excluded cited by delegates was that they come from older generations who have not grown up with IT.

One explained: ‘It's a significant problem. People are excluded partly because of cost, and partly because they don't want to – a number of people, particularly elderly people, are scared of it. With things like universal credit moving online, it's going to get worse.'

There was a consensus that the introduction of universal credit means it is more crucial than ever to furnish people with the digital skills required to manage their benefits online.

Research has found that as the Government moves to self-serve channels, people who are digitally excluded are often those most in need of their services: nearly half of those seeking help on tax issues do not have access to a computer.

One attendee said: ‘The Government is driving through 100% online access to benefits – there's no logic to that.'

However, the experience of setting up universal credit applications online has had the effect of deterring people from exploring all that the digital world has to offer.

‘It takes two hours with one-to-one support to do a universal credit application,' said one person. ‘Some people are OK with it, but some people don't want anything to do with it. We have to be a bit more subtle about it.'

Another agreed: ‘The universal credit forms are absolutely horrendous. Even if you're digitally savvy, it's really tedious. They have to be the most soul-destroying way into digital.

‘If we said your children can do their homework better and you can save hundreds of pounds – all these things we take for granted – that's the way to do it. There will still be a core of people whose lives are chaotic and those who just don't want to.'

On delegate pointed out: ‘Shopping is cheaper online – for people living on limited resources, that's limiting them even further,' while another said: ‘Some GP surgeries will deliver prescriptions, but if you are not online you can't order it.'

Although many authorities offer digital training, they have found motivation proves to be a significant barrier for many they are trying to reach.

An attendee said: ‘It's a huge issue for us. We are trying to provide access through libraries. The problem with doing classes is that people don't want to look stupid, so we are trying to provide one-to-one sessions.'

Another said they had made headway with their scheme: ‘We have found people like it because it's easy to learn and do it in your own time, and it rewards you with gold, silver and bronze awards.

‘We have got to do a variety of things to reach the community, because the community is so varied. It's not just doing one thing on its own.'

Taking the basis that broadband represents a basic utility, many delegates agreed that the technology should be provided to households in the same way as energy or water.

‘Social housing should be digitally enabled,' one person suggested. ‘Social landlords should provide basic home internet access for tenants. I don't think library access is the answer – it's unreasonable to ask people to travel into town in the hope of getting onto a computer. It's a sticking plaster rather than a solution.'

But another countered: ‘Lots of social landlords do something about digital exclusion, our problem is the private rented sector. The public sector has a responsibility, but cost is a huge barrier.'

In the case of social housing provided by councils, such provision could prove beneficial on an economic basis to the authority, by enabling people to access self-service options, which are more cost effective, one delegate suggested.

‘We are saving money by people going digital,' they said. ‘Are we building that into costs – when is it the time to invest? Millennials want everything online – they want to do it now.'

Comment from 6GInternet

According to Ofcom, households on the lowest income are almost twice as likely to not have access to the internet. For those unable to afford home broadband, this also impacts on their ability to find a job, connect with family and find the cheapest deals on everyday goods and services.

From our own trials, we know that people getting by on restricted or irregular incomes can struggle with long term contracts and late payment fees, which is why we are working with social landlords to connect properties to permanently free basic home broadband. Residents can use our internet at any time, with unlimited access to government websites and the option to upgrade to faster, unlimited broadband on a pay as you go basis.

Our service involves no contract, monthly costs or late payment fees, meaning residents are in complete control of what they pay and when. It's part of 6G Internet's commitment to providing 20% of its network for free to benefit social causes. To learn more, call us on 0872 624 2500.

Round table attendees

Tahir Mohsan Founder, 6GInternet

Ian Clough Head of digital social inclusion, 6GInternet

Neil Taylor Chief executive, Bassetlaw DC

Robin Tuddenham Chief executive, Calderdale MBC

Kath O'Dwyer Acting chief executive, Cheshire East Council

Eamonn Boylan Chief executive, Greater Manchester Combined Authority

Aidan Rave Chief executive, South Kesteven DC

Pam Smith Chief executive, Stockport MBC

Merran McRae Chief executive, Wakefield City Council

Michael Burton Editorial director, The MJ (chair)