UK urges businesses to make essential digital services more accessible

The UK’s Department for Science, Innovation and Technology (DSIT) has urged businesses to make essential digital services more accessible, reliable and easier to use, arguing that better service design is key to reducing digital exclusion.

In an open letter to industry leaders, DSIT noted that digital platforms are now central to everyday activities such as banking, bill payments, transport and access to information. It invited businesses to work with government to improve the accessibility and usability of essential online services.

The department warned that digital exclusion extends beyond internet access and technical skills. Around 27% of UK adults are classified as ‘narrow internet users’, while 43% rely on someone else to complete online tasks, suggesting that many existing digital services remain difficult to use.

The initiative encourages organisations to simplify digital journeys, consider the needs of disabled users and people at risk of digital exclusion, and maintain strong standards for safety, privacy and security. DSIT is seeking industry support for shared standards, a cross-sector roadmap and practical improvements to service design.

Why does it matter?

The initiative reflects a growing recognition that digital inclusion depends not only on internet access, but also on whether online services are designed to be understandable, accessible and usable for diverse groups of people. Poorly designed digital services can create barriers even for those who are already connected.

By encouraging voluntary collaboration between government and industry, DSIT is also signalling a broader shift towards treating accessibility and user experience as essential elements of digital public policy alongside cybersecurity, privacy and digital infrastructure.

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