Rethinking Communication for Digital Exclusion

Problem Digital exclusion remains a significant challenge across the UK, preventing many individuals—particularly those in vulnerable circumstances—from accessing critical information and services. As energy networks increasingly rely on digital channels for communication, those without internet access, digital skills, or confidence in using online tools face barriers in receiving important updates, such as emergency notifications and service disruptions. Current communication strategies, while effective for digitally engaged users, fail to reach those who are excluded due to economic, geographic, or personal barriers. This project seeks to bridge this gap by rethinking communication strategies to ensure all consumers, regardless of digital access, receive the information they need in a timely and accessible manner. Project Aims & Key Objectives Building upon the learnings from the previous Digital Exclusion project (NIA_CAD0088), this project aims to develop new, inclusive communication strategies that enhance engagement with digitally excluded individuals. The research project will determine what new approaches may be able to be adopted by energy networks to aid consumers who could otherwise be left vulnerable due to being digitally excluded. By adopting a human-centred approach, the project will:

• Understand how digitally excluded individuals currently access information and navigate daily life.
• Identify barriers in existing energy network communication strategies.
• Co-design and test new approaches that improve information delivery and engagement for those excluded from digital channels.
• Provide recommendations for scalable, long-term improvements in energy communication infrastructure. Project Outputs The project will deliver the following tangible outputs across the following stages: Stage 0 – Outreach
• Identification of priority demographics which are most affected by digital exclusion.
• Engagement with several digital inclusion hubs to identify and introduce stakeholders to the project.

Project Plan – Rethinking Communication for Digital Exclusion

Stage 1 - Insight

• A comprehensive research report detailing the lived experiences of digitally excluded individuals.
• Analysis of existing communication strategies used by energy networks, highlighting gaps and opportunities.

Stage 2 - Collaboration

• A series of co-design workshops engaging key stakeholders to generate and refine potential solutions.
• Prototype solutions tested in real-world settings, with iterative refinement based on feedback.

Stage 3 - Impact

• A strategic roadmap for scaling successful solutions across the energy sector.
• A final report consolidating research insights, prototype evaluations, and recommended implementation strategies. Expected Benefits
• For digitally excluded consumers: More effective, trusted, and accessible communication methods ensuring they receive vital energy-related information.
• For energy networks: Improved customer engagement, compliance with accessibility standards, and enhanced reputation for supporting vulnerable groups.
• For wider stakeholders: Development of scalable best practices that can be applied beyond the energy sector to improve communication with digitally excluded populations. TRL
• Start TRL: 2 (Technology concept formulated)
• End TRL: 5 (Technology validated in a relevant environment)