May 2026 Get Online London Meet-up: Reflecting on the digital inclusion landscape in London

Network Ambassador Vick Virdee of ACDA Skills Training chaired the session, with discussions focusing on what we are currently seeing in London, and what is working well to move towards fixing the digital divide.

Rouba Sayed, Digital Inclusion Lead from Camden Council presented about their hub’s work embedding Generative AI into their digital inclusion offer. Rouba spoke about the testing and learning process, first within their own team and then rolling out skills sessions to local residents. She emphasised the importance of local offers and opportunities to pool resources and build skills. Demystifying AI and tailoring the experience to the learners were crucial to successful delivery.

In the breakout rooms, discussions were held on the changes to digital inclusion programmes over the last year; what was improving and what was getting harder. Successful approaches and ideas for small wins were also shared.

What are you seeing in London?

• Online safety as a barrier

  • Adult learners are facing significant cognitive and literacy hurdles in mastering digital devices, often resorting to physical password books that compromise their digital security. 
  • Language barriers are also significant as a barrier to engaging with digital skills learning.

• Systemic resource and funding gap

  • Providing tailored, one-to-one support is increasingly difficult due to a vast array of devices requiring technical know-how. 
  • There is a reliance on short-term (6–12 month) funding, which prevents the development of sustainable, long-term training programmes. 
  • The rising demand for support services, with sessions booked weeks in advance, puts even more pressure to provide digital skills within a limited time frame. 
  • There is often a lack of staff capacity and limited resources, leading to a gap in early-stage “handholding” support to help learners build confidence.
  • Organisations report feeling isolated and lacking in leadership in the digital inclusion sphere.

• External pressures on digital engagement

  • Many learners are having difficulty accessing essential online services, including the NHS app, particularly as different systems are often used by different services.
  • Some learners are being left behind because they do not have foundational skills, with a lack of opportunity to learn the very basics.
  • AI used during recruitment and employment processes has presented challenges for those seeking employment, necessitating upskilling in evolving technologies.

What’s working in London?

• Partnerships

  • A collaborative approach has been helpful for many hubs, with partnerships spanning across housing providers, IT suppliers, and community organisations to broaden the reach of digital programmes.
  • Collaborating with businesses provides a steady pipeline of apprentices to assist with technical troubleshooting, while outreach helps organisations tap into hard-to-reach communities.
  • The development of wider local networks allows organisations to better understand community needs and share best practice, creating a more resilient support system.

• AI integration

  • AI skills training is improving technical confidence and digital literacy within the local economy.
  • AI tools such as careers assistants are providing multilingual support for skills and employment, reaching a diverse demographic including people from migrant communities.

• Support models

  • Person-centred delivery is creating the best results, especially when prioritising confidence rather than output.
  • Welcoming environments such as libraries and community hubs are often where people feel most comfortable learning digital skills.
  • Group learning and peer support has proven more sustainable than traditional one-to-one models. This encourages learners to develop independence through ongoing engagement.
  • Volunteers and staff both emphasise flexibility and personal interests rather than rigid technical curriculums, with a focus on real world examples and relevance.