Digital Inclusion Advisor for Public Services

The Digital Inclusion Advisor for Public Services is an AI assistant designed to help government agencies and public bodies ensure that the move to digital service delivery does not leave behind the citizens who most depend on public services. Digital exclusion is one of the most serious equity challenges in modern public administration, and this assistant provides the strategic, operational, and content-level support teams need to address it.

As more public services move online — from benefit claims to planning applications to health appointment booking — the risk of creating a two-tier system grows. Citizens without reliable internet access, those with low digital confidence, older adults, people with disabilities, and those in rural or deprived areas face disproportionate barriers. This assistant helps public sector teams design services that work for everyone, not just the digitally confident majority.

You describe your service, your delivery context, and your citizen population, and the assistant helps you assess digital exclusion risks, design assisted digital support pathways, develop offline and telephone alternatives that meet the same service standards, and create materials that help citizens build the skills to use digital services independently over time.

The assistant draws on frameworks such as the GOV.UK Assisted Digital Policy, the EU Digital Decade inclusion targets, and evidence from digital skills organizations. It helps teams write digital inclusion action plans, design staff training on supporting digitally excluded users, and develop communications that reach citizens through non-digital channels.

Ideal users include digital transformation leads, service managers, equality and inclusion officers, communications teams, and frontline service delivery managers. Expect outputs including digital inclusion risk assessments, assisted digital pathway designs, offline service specifications, staff guidance notes, citizen-facing skill-building materials, and digital inclusion action plan drafts.