Public services: how can we design digital pathways for all groups in society?

People in need of care and support from public services are often hampered by lack of access to technology, digital skills and capabilities; perceptions about the quality or availability of services; and concerns around eligibility. This online event explored how we can enable people in every part of society – irrespective of age, gender, physical ability, ethnicity, health conditions, or socio-economic status – to benefit from government services online. 

At this event, jointly hosted by The King’s Fund and IBM Watson Health, our expert panel discussed how can we facilitate a path for people from disadvantaged groups to access the support they need, be it for health and care services, housing, disability services or employment. 

Research suggests that digital exclusion comes from poorly designed services, constraints in people’s lives and a lack of trust and confidence. Drawing on the successes and challenges of citizen-engagement projects in New York and research done and commissioned by Public Health Wales, our panel shared transferable learning on creating positive inclusion and reducing inequalities.