Number of people seeking advice on how to use online services rising sharply

The number of Scots reporting they are unable to access vital services because they lack access or the skills to use the internet has risen by more than half in just two years, a charity has warned.

Citizens Advice Scotland (CAS) revealed its staff have seen the number of clients seeking help to use online services jump from 1,932 in 2021/22 to 3,065 in 2023/24.

The charity is concerned a growing number of people are being “left behind” by a push to move more essential services online.

This leaves people unable to apply for jobs or benefits or stay connected and in touch with loved ones.

CAS spokesman Kyle Scott said: “In a world that is becoming ever more digital, we are extremely concerned about the numbers of people being left behind because they lack the skills, finances or access to be able to use digital platforms.“

“The numbers affected are higher than many people think, and include people from all ages and backgrounds.

“We see them every day in the CAB (Citizens Advice Bureau) network.

“The consequences of being digitally excluded vary from being unable to apply for jobs or benefits, or unable to access consumer services like price comparison or anti-scam websites.

“It also excludes you from staying connected and in touch with loved ones, so it can have a big impact on people’s mental health and loneliness.

“Those affected include older or disabled people and those on low incomes, many of whom face complex and vulnerable circumstances.

“We have long urged governments and other agencies to make sure that essential services are available by phone and in person as well as online.

“We’d also like to see greater provision of free training in digital skills.”

A Scottish Government spokesperson said: “Digital technologies are transforming the way in which people live their lives across Scotland. They are helping to deliver better outcomes for people and provide significant opportunities to improve our essential public services.

“We do not want anyone to be left behind in the digital age and are striving to make Scotland a fully digitally inclusive nation in which our digital and data infrastructure is available to everyone.

“Our National Digital Strategy sets out the measures we are taking to support the most vulnerable and digitally excluded people in Scotland to access technology, understand its benefits and limitations and develop the skills they need to stay safe online.

“The Digital Participation Charter Fund invests in community digital inclusion projects across Scotland, with a focus on digital skills. It provides small grants to help a range of organisations tackle poverty, social isolation and other forms of inequality in society through embedding digital upskilling in day-to-day activities.”