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1、UK ConsumerDigital Index 2021The UKs largest study of digital and financial lives2 2Contents UK Consumer Digital Index 202103 About us04 Executive summary06 Partner quotes07 Consumer Digital Index Methodology38 Case studies46 Reflections47 Partner quotes49 Thanks to our Partners51 Appendix08 Chapter
2、 One UK digital lives in 2021 09 How digital is the UK?12 Spotlight on benefit claimants 13 How are people engaging digitally?18 National and regional digital engagement 19 Spotlight assistive tech 20 Chapter Two Digitisation and financial behaviours 21 The digital impact on financialbehaviours 22 F
3、inancial lives in a pandemic 25 Digital services and consumerbehaviour 26 Chapter Three Digital attitudes and ambitions 27 Those online 29 Those offline 31 Supporting digital capability andconfidence The 2021 UK Consumer Digital Index is the sixth in the series.It uses the behavioural and transactio
4、nal data of one million consumers to build a view of digital engagement in Britain.Join the conversation:#ConsumerDigitalIndex LloydsBankNewsDigitalSkillsIau3 3Over the last six years,the Lloyds Bank team have used a unique dataset,analytical and research capability to understand how digital the UK
5、really is.Sharing this knowledge has led to a collaborative approach,working with industry partners,think tanks and Government.The insight has shaped a number of policy outcomes,community interventions and broader awareness of the impact that digital confidence and capability can have on peoples liv
6、es,work and UK plc.It has also shaped our own work.Our Lloyds Bank Academy programme was launched as a pilot in Manchester with Greater Manchester Combined Authority,libraries and charities as key partners.Since then,we have expanded to Bristol,London,Leeds,the North East,Yorkshire and the South Wes
7、t.Small business owners and jobseekers alike,have benefitted from free financial,digital resilience and skills support and with partners,our breadth of content and scale has increased.Our colleague network is key to all of this.Aside from providing support in branches,as a response to lockdown,the t
8、eam partnered with We Are Digital to launch a brand-new free helpline to support people with over the phone expert training,devices and data.With almost 13,000 digitally excluded people supported,weve been able to connect loved ones with their relatives and provide a digital lifeline to the outside
9、world.Our Digital Champion programme is also active,with almost 20,000 colleagues donating their time and skills to support people,charities and businesses.Over lockdown our charity partners in particular,have helped us stay connected to people that need technical skills and engagement the most.Thro
10、ugh our initiatives,were able to see and understand the value and impact that digital skills and tech adoption can have.From helping people learn new skills and find employment,to small businesses being more productive,digital is an enabler helping people get to where they want to go.This report is
11、designed for and with partners.We hope it will encourage readers to understand that as we digitise our societies and economies,it is crucial that no one is left behind.We must work together to create the structures,services and systems that can help their users thrive.Thank you to everyone who has u
12、sed this report to drive the necessary action to close the digital divide.If you have any questions on the Consumer Digital Index,our propositions or partnership work,please contact us at DigitalSkillsI and LloydsBankNews via Twitter.The Lloyds Banking Group Digital Skills and Inclusion team work ac
13、ross the Lloyds Bank,Halifax,Bank of Scotland and other LBG brands.Consumer Digital IndexAbout usu4Executive summary UK Consumer Digital Index 2021Executive summaryIn previous editions of the Consumer Digital Index,it has been well evidenced that the people using digital tools and services have a re
14、al advantage.They are more likely to build their saving reserves,find new ways to save money and can more easily find and access new information,plus manage their wellbeing,keeping connected to loved ones.In the last year this moved from an advantage to a necessity.Shielding in our homes,without the
15、 lifeline of the Internet,5%of the population remain digitally excluded;locked out during lockdown.For some,fears of the unknown or the threat of Internet scammers prevail,but for others a lack of interest is a key barrier.For those online,however,much has changed.In the last 12 months,1.5 million m
16、ore people have started using the Internet,resulting in 95%of people now being online.In 2020,predictive modelling indicated that it would take to 2025 for 58%of the UK to have high digital capability.In 2021,60%of the UK now have this level of digital capability;we have made five years worth of pro
17、gress in one.72%of online consumers have bought from an e-retailer they havent bought from before;67%have used a news site for the first time and 65%experienced their first video call.Nine-in-ten(91%)plan to continue habits like these in the future.Between 2016-2020,around one-third of consumers use
18、d digital tools and websites to manage their physical and mental health;in the last 12 months that has increased by 15 percentage points to 49%,presumably as the population focuses more on their wellbeing.Consumers are not just doing more online,they are doing it more often.More than half(55%)of the
19、 online population have increased their Internet usage throughout the pandemic on average people are spending an extra 13 hours online a week.A top trigger for improving digital skills in 2021 has been the need to work from home.The difference in lockdown working styles and requirements has meant pa
20、rts of the UK workforce have digitised more rapidly than others now job type doesnt just impact current income,but rather the level of digitisation and resulting broader lifestyle benefits.93%of office workers are now confident Internet users versus 85%of manual workers,and they are 11 percentage po
21、ints more likely(73%vs.62%)to use the Internet to develop professionally and improve future work prospects.The data also shows increased personal use of the Internet,indicating a halo effect from the working day.People who are out of work are even less likely to be digitally capable and confident.31
22、%of unemployed people have Low or Very Low digital capability versus 19%who are in the workforce.There is an opportunity to prioritise the estimated 1.7 million unemployed*who will need digital access,proficiency and engagement to find work in an increasingly online career marketplace.At least one-q
23、uarter(28%)of people say they have upskilled themselves for work related reasons;11%wanted to improve their job performance and productivity and 10%wanted to learn new skills to boost employment prospects.When asked what the easiest way would be to receive digital skills support,over half(57%)said t
24、hrough their employer.Stephen NoakesRetail Transformation Managing Director,Lloyds Banking Group*Office for National Statistics,2021,ons.gov.uk/employmentandlabourmarket/peopleinwork/employmentandemployeetypes/bulletins/employmentintheuk/march2021#unemployment“In terms of digital engagement,the UK h
25、as made five years worth of progress in just one year”u5Executive summary UK Consumer Digital Index 2021The survey indicates clear motives to incentivise people in the future too 77%would improve their digital skills if they thought it would directly help them with a day-to-day task or piece of work
26、.64%would prioritise digital skills if they knew it would help them progress in their job or secure a better role.This is likely to be amplified by the socio-economic climate.As the Consumer Digital Index shows,people have shared their changing money mindsets.The pandemic has impacted peoples financ
27、ial priorities;59%are now focusing on becoming debt free and 58%are reprioritising day-to-day spend.Different populations have had different financial outcomes from the last 12 months.12%of people,as in 2020,still would struggle immediately if their income were to stop.On the other hand,56%now have
28、financial reserves that would support them for three months or more.Digital capability or enablement has not impacted this macro trend age is generally a more determining factor as younger people are less likely to have been able to grow their savings pot,and more likely to have been furloughed*.It
29、is also the most vulnerable populations who are most likely to struggle immediately;carers,people suffering long-term sickness and the unemployed.This is cause for concern.When comparing people of similar age groups,income levels or job types however,the impact of digital enablement is a greater use
30、 of saving accounts,greater savings on spend and a likelihood to earn more money.Access to digital platforms and payments is also changing behaviours the usage of Buy Now Pay Later services has increased rapidly,altering the way that people spend and manage their money.Broader Fintech services are u
31、sed by 2.8 times more people than in 2020.It is important that as new services are adopted that consumers are supported in using them to their benefit.One of the key questions for the Consumer Digital Index report is always So,what can we all do differently?2021 data indicates that,now more than eve
32、r,it is crucial that help and support is findable and focused on outcomes.67%of people have said they would improve their digital skills if they knew there was support available when needed.As outlined above,understanding how improving their digital confidence and capability could impact their futur
33、e careers and financial freedom,will incentivise action.The 2021 report demonstrates that digital and financial exclusion places individuals at a significant disadvantage.The report intends to provide evidence to shape and create a more inclusive and sustainable economy,underpinned by digital equali
34、ty for all.*BBC,2020,bbc.co.uk/news/business-53416673The UK has made five years worth of progress in one in terms of its digital engagement1.5 million more people have started using the InternetOn average people are spending an extra 13 hours online a weekAt least one-quarter(28%)of people say they
35、have digitally upskilled themselves for work related reasons67%of people said they would improve their digital skills if they knew there was support availablexu6Partner quotes UK Consumer Digital Index 2021Partner quotesCOVID-19 has changed everything and its changed nothing.The social and economic
36、impact of being digitally excluded is now well understood,while online activity has increased across society.But for all the progress,we still see debilitating digital exclusion and data poverty.It is holding millions back and threatens our economic recovery;more so in some regions than others.The f
37、inancial,social and employability benefits of having a device,connectivity and digital skills come through clearly in this new report.We must work together to ensure everyone benefits from digital and that the people hit hardest by the pandemic arent further disadvantaged,as everyday life moves more
38、 online.This years data gives us vital insight into digital exclusion in a society slowly emerging from a global pandemic.It shows us the size of the task ahead but makes us more determined than ever to seize the moment for change,working with partners like Lloyds Bank to fix the digital divide.Our
39、reliance on connectivity has sharpened dramatically over the last year,as people found themselves needing to work,rest and play,all within the confines of their own homes.As the Lloyds Banking Group Consumer Digital Index 2021 shows,the way we interact with tech,and find ourselves needing it,has in
40、many ways been a positive force for good more people are feeling more confident doing things they never had to do before.But many are struggling,and the last year has exposed the digital skills gap like never before.At BT,we connect for good,and are invested in helping millions of people make the mo
41、st of life in the digital world.Our Skills for Tomorrow programme offers a range of free resources to help people feel more confident and learn skills to enhance their chances on the job market,keep children entertained and safe online,and ensure their businesses are successful in the digital market
42、place.We would like to congratulate and thank Lloyds Banking Group for their ongoing commitment towards digital skills and the launch of this years Consumer Digital Index.The past year has proven that digital skills have never been more crucial to our economy.Whether its been for school,work,persona
43、l wellbeing or staying connected to the ones we love,digital and tech has played a fundamental role in our everyday lives.This report provides a fantastic insight into how much society has embraced digitisation.We need to capitalise on the momentum of 1.5 million more people embracing online service
44、s,the Internet and tech products,and ensure this digitisation is embedded for the long term and across the breadth of society.We know we still have lots to do,with over 9 million people lacking foundation level digital skills,while vulnerable people are more likely to be digitally excluded.This is w
45、hy the Government has introduced a digital entitlement for adults with no or low skills to undertake improved basic skills qualifications for free,and this year we announced the Digital Lifeline Fund in partnership with Good Things Foundation,to help provide those with learning disabilities with dev
46、ices,data and digital support.The Government has continued to support the rollout of digital bootcamps,building on our Fast Track Digital Workforce Fund,which provides a way for people to upskill quickly and move into digital roles.In 2021,we will see digital bootcamps expanded across all regions th
47、rough further government investment.Our introduction of the Skills Toolkit means people can study a wide range of free online courses to further develop the digital skills that employers are looking for.Users can register for courses on AI,coding,data science,cybersecurity,and cloud computing.We app
48、laud Lloyds Banking Group in helping us with this work,including through their active membership of the Digital Skills Partnership.From mapping digital capability,to supporting individuals and businesses learning the digital skills they need to succeed,together we can make real change to help create
49、 a better digital world for all.Improving lives through digitalGillian Keegan MPParliamentary Under Secretary of State for Apprenticeships and SkillsDepartment for EducationCaroline DinenageMinister for Digital and CultureDepartment for Digital,Culture,Media and SportAndy WalesChief Digital Impact a
50、nd Sustainability OfficerBTHelen Milner OBEGroup Chief ExecutiveGood Things Foundationu7Consumer Digital Index Methodology UK Consumer Digital Index 2021Consumer Digital Index MethodologyThe insight is published to stakeholders across Government,academia and industry to facilitate insight-led change
51、 in the UK.Lloyds Banking Group then uses the insight to underpin initiatives such as the Lloyds Bank Academy,a network of circa 20,000 Digital Champions and a helpline/device campaigns to support the vulnerable during lockdown get online.The Index is publishedThe report is quality assured by our Ch
52、ief Data and Analytics Office data scientists to ensure all statistics are robust.It is also assured contextually by external experts and internal thought leaders in analytics,security,risk and legal.Partners ensure this data-rich report is fit for purpose The insight is generatedThe Lloyds Bank Res
53、ponsible Transformation team uses a blend of analytical tools and skills to interpret the data and draft the report.In the interview,they share their thoughts,feelings and attitudes on their digital and financial lives.Following completion of the research,the findings are matched to the one million
54、behavioural dataset.2,700 people are selected for a telephone interview and the findings are data matched The Consumer Digital Index begins with the creation of a sample of one million consumersThis sample is generated from an anonymised behavioural dataset of 30 million people across Lloyds Bank,Ha
55、lifax and Bank of Scotland customer bases.A diverse dataset ensures that the sample created is representative of the UK.32514Creating the Consumer Digital IndexThe UK Consumer Digital Index is a report that draws from two datasets.The largest dataset holds the behavioural and transactional data for
56、one million UK consumers.Using this dataset alone,the Digital Index Score and Segmentation are created to measure the extent to which people are capable and engaged with the digital world.For the methodology behind the Digital Index Score and Segmentation see page 52.Secondly,a subset of the one mil
57、lion sample is taken and 2,700 consumers are surveyed via telephone.This allows the report to include matched behavioural and attitudinal data.The Essential Digital Skills measure is due to be updated and published in Autumn 2021 later this year.Extrapolations in this report use the latest available
58、 UK population estimates released by the Office for National Statistics.The survey data has been weighted to be nationally representative in terms of age,gender and region(excluding Northern Ireland).It should be noted however that the survey in this report sampled only Lloyds Banking Group customer
59、s from Great Britain.Lastly,across some figures,not all data points will sum to 100%,this is due to rounding discrepancies.u8UK digital lives in 2021The last 12 months have been like no other.The way in which people in the UK have interacted with the Internet has changed significantly over this peri
60、od.This chapter illustrates the impact of this change in behaviour.1uUK digital lives in 2021 UK Consumer Digital Index 2021How digital is the UK?0Digital Engagement Index ScoreProportion of the UK population2550751005.7%0.6%0.3%2.3%0%Figure 1.Distribution of the UKs Digital Index Score,2021 and 202
61、0The average person in this segment scored zero across many measures however 14%of their spend is online,some of it on mobile phones.They tend not to use email or online banking.The average person in this segment uses email and uses a desktop computer for online banking.The average person in this se
62、gment begins to use more digital devices,managing their money online through a mobile browser or via an app.They typically pay for streaming services and purchase computing related items.In this segment people use online banking with a much greater frequency.They spend on average 61%of their money o
63、ver the Internet some of which goes on online entertainment.Over half now also use Fintech services.VERY HIGH 76-100HIGH 51-75LOW 26-50VERY LOW 0-25Segment PersonasLOW 26-50 11%(5.7 million)-2ppHIGH 51-75 41%(21 million)-2ppVERY LOW 0-25 29%(14.9 million)-4ppVERY HIGH 76-100 19%(9.8 million)+8pp+/Pe
64、rcentage point difference vs.2020Key 2021 n=999,149 2020 n=999,2989The COVID-19 lockdown has created a major uplift in digital activity since 2020In 2020,this report measured the extent of digital engagement among UK consumers in a new way*.Therefore,one year on,this study is able to produce the fir
65、st year-on-year comparison to this evolved benchmark.At an overall level the Digital Engagement Index Score,which represents peoples levels of online activity,has increased by 11%from 43.6 to 48.5.Put simply,compared to last year,on average people are spending more time online;shopping,interacting a
66、nd using technology.Given the external environment that the COVID-19 pandemic has largely shaped,it is no surprise that people are using digital platforms and services more.This report will evidence many ways in which people have digitised.*Consumer Digital Index,2020, digital lives in 2021 UK Consu
67、mer Digital Index 20212021Movement to Very Low in 2021VERY LOW 29%(n=288,338)Movement to Low in 2021LOW 11%(n=105,413)Movement to High in 2021HIGH 41%(n=413,748)Movement to Very High in 2021VERY HIGH 19%(n=191,650)20201%12%57%3%0%4%25%92%42%72%13%0%51%6%0%0%6%6%4%4%Very HighHighKeyLowVery LowUnavail
68、ableFigure 2.Movement of the UK population between Digital Engagement Segments from 2020 to 2021n=999,149Movement from Very High in 2020VERY HIGH79%21%0%0%Movement from High in 2020HIGH20%76%3%0%Movement from Low in 2020LOW2%40%50%8%Movement from Very Low in 2020VERY LOW0%5%9%86%Movement from Unavai
69、lable in 2020UNAVAILABLE*21%46%9%24%10Digital engagement is increasing across the breadth of the populationThe Digital Engagement Index Score is used to create four segments from Very Low to Very High(see page 52).Since last year there are 8%more consumers with Very High digital engagement.All three
70、 less digitally engaged segments have shrunk(figure 2).This shift is really positive and evidences improvements across the breadth of the population and not limited to those with already high levels of online activity.The following pages demonstrate who the people are behind the digital engagement s
71、egments and what has caused a change in their online behaviour.This diagram illustrates that digital capability is not a permanent state.This data serves as a reminder that service designers and providers cannot assume a continuous level of digital confidence and capability.Over time,this can change
72、,and as more complex interfaces and interactions arise,it is important consumers are continuously supported.*Consumers in the unavailable segment didnt meet all necessary criteria to be included in the sample for both 2020 and 2021.u11UK digital lives in 2021 UK Consumer Digital Index 2021SCOTLANDWe
73、st MidlandsSouth West96%96%92%96%94%92%97%96%97%88%95%92%92%95%91%90%90%92%96%94%89%85%92%93%North EastYorkshire and the HumberEast MidlandsLondonSouth EastEast EnglandNorth WestFigure 3.Have you used the Internet in the last three months?(e.g.desktop,laptop,mobile or tablet),Yes,split by region,202
74、1 and 2020WALESENGLANDKey 2021 n=2,703 2020 n=2,710Figure 4.Have you used the Internet in thelast three months?(e.g.desktop,laptop,mobile or tablet),Yes,2016 to 2021Statistically significant increase from 202091%91%92%92%95%89%n=2,703 2021n=2,710 2020n=2,715 2019n=2,713 2018n=2,717 2017n=2,707 20169
75、5%92%UK AVERAGE1.5 million more people are now onlineThere has been a significant increase in those who are using the Internet,now 95%,up from 92%last year(figure 4).Data from the Office for National Statistics*also shows a substantial year-on-year decrease among households without Internet access(f
76、rom 7%to 4%).Please see pages 29-30 for detail on those who remain offline.The Midlands and Yorkshire and the Humber have shown the greatest leaps with Internet usage since 2020In fact the West Midlands is now the joint leader alongside London in terms of its proportion of connected citizens(figure
77、3).Welsh citizens have also made strides to get online in the last year,however still lag behind all other regions and nations(excluding Northern Ireland,which was not measured in this survey).As can be seen from the increase in the West Midlands in the last 12 months,it is possible to move the dial
78、.*Office for National Statistics,2020,ons.gov.uk/peoplepopulationandcommunity/householdcharacteristics/homeinternetandsocialmediausage/bulletins/internetaccesshouseholdsandindividuals/2020#internet-access-households-and-individuals-datau12Spotlight on benefit claimantsUK digital lives in 2021 UK Con
79、sumer Digital Index 2021SCOTLANDWest MidlandsSouth West34%37%37%34%34%31%28%32%34%38%33%34%39%44%42%40%39%36%35%37%40%43%39%40%North EastYorkshire and the HumberEast MidlandsLondonSouth EastEast EnglandNorth WestWALESENGLAND34%40%UK AVERAGEFigure 6.Proportion of benefit claimants with Very Low digit
80、al engagement.Split by nation and region,2021 and 2020Key 2021 n=999,149 2020 n=999,298Figure 5.Behavioural segmentation applied to benefit claimants,including those on Universal Credit,2021Benefit claimants34%9%34%23%Very HighHighKeyLowVery LowUK average29%11%41%19%n=999,149Over one-third of UK ben
81、efit claimants have Very Low digital engagementIn this report,benefit claimants have been identified through the transactional dataset and includes recipients of Universal Credit*.The data indicates that this group have polarised digital engagement.Building on findings from the 2019 Consumer Digital
82、 Index,figure 5 shows a higher proportion of benefit claimants,than the UK average,with the highest levels of digital engagement.Benefit claimants are also more likely to have less digital engagement compared to the rest of the population,showing a greater digital disparity within this group.In the
83、Spring 2020 lockdown,there were over ten times the usual level of Universal Credit claims made in the first two weeks alone*.Given the inability to leave home,the 2021 data indicates there is a live challenge that millions of people across the UK would struggle to engage with the online services req
84、uired to access support.The level of challenge differs by region(figure 6).Geographically there is a range of ten percentage points between the areas with the highest and lowest proportions of benefit claimants with Very Low digital engagement.Positively however,digital engagement has also increased
85、 for this population across the board,since 2020.*For this analysis,Benefit claimants includes those receiving the following allowances:1.Disability 2.Housing 3.Income 4.Job Seekers 5.Other 6.Tax Credit 7.Universal Credit.Other includes:1.Social Fund 2.Widows Benefit 3.Bereavement Payment 4.Educatio
86、n Maintenance Allowance 5.Cold Weather Payment 6.Training Payment 7.Industrial Injurys Benefit.*Department for Work&Pensions,2021,gov.uk/government/statistics/universal-credit-statistics-29-april-2013-to-14-january-2021/universal-credit-statistics-29-april-2013-to-14-january-2021#claims-on-uc-header
87、uHow are people engaging digitally?UK digital lives in 2021 UK Consumer Digital Index 2021 59%2020 65%20212.8x 6%2020 17%2021Smartphone banking usage has increased by six percentage points since 2020There are 2.8 times as many consumers using Fintech services compared to 202013Consumer use of Fintec
88、h services boosts overall digital engagementTaking a closer look at the transactional and behavioural data that underpins the Digital Engagement Index Score,helps to shed light on the overall growth since last year.There are 2.8 times as many customers using Fintechs*(e.g.Transferwise,GoHenry etc)in
89、 2021 vs.2020.External research describes the positive and rapid response from the Fintech industry to ideate and deliver products and services to help UK consumers in new ways.For example,helping carers to shop for those who were shielding and allowing the self-employed to verify their income for s
90、tate support*.Consumers are increasingly using mobiles over other devices for online bankingCompared to 2020,there has been a slight decrease in tablet and desktop usage for online banking.The decrease in usage for these devices may have been channelled into smartphone banking usage,which has increa
91、sed from 59%to 65%.(Appendix 1).100%of Very High digitally engaged consumers use mobile banking(16%are tablet users,and 47%are desktop users)Only 7%of mobile banking users are Low or Very Low Digitally Engaged consumers.Despite the preference for mobile,multi-device usage has remained similar overal
92、l.This is particularly interesting as this could reflect the tough economic environment and financial situations many people have faced,which could mean fewer people are investing in multiple devices.In households where there are already more than one device,homeschooling for example,will have chang
93、ed behaviour.See page 14 for more information on household device usage.Those aged 60+have made large increases in their digital engagementSince last year,there has been fundamental movements across the segments(figure 2 on page 10):On the whole,the Digital Engagement Score increases have been in in
94、crements of less than ten points.However,for some key segments the changes are drastic.For example,11%of people over 60 increased their digital engagement score by more than twenty points(to move up one segment)indicating a leap forward in digital capability rather than a step.However,older less aff
95、luent groups are more likely to make up the group who have decreased their engagement since last year.People on incomes of less than 35,000 are more prone to larger decreases in digital engagementIn the broader context of increased digital engagement in the UK,analysis was undertaken to understand m
96、ore about those with decreasing digital capability.The standout characteristic of people with a lowering score,is that they earn less than 35,000 a year.Two-thirds of those who have substantially decreased their digital engagement from Very High to High(by more than ten points)have an income of less
97、 than 35,000.Streaming,shopping,and mobile banking have stood to gain in the pandemicCompared to last year,people are making far more computing related purchases(52%vs.37%in 2020),streaming online entertainment(49%vs.44%)and using mobile banking(65%vs.59%).These are all products,services and channel
98、s which have enhanced relevance as a result of the pandemic,and have had an impact on increasing digital engagement overall.*Fintech user defined as having made a transaction using a Fintech service in the last three months*EY,2020, people with High digital engagement in 2020 have stepped up to the
99、Very High segment21%of people with Very High engagement have stepped down to the High segment20%21%u14UK digital lives in 2021 UK Consumer Digital Index 2021Figure 7.Thinking specifically about your use of the Internet during the COVID-19 crisis (overall,including for work and leisure).Would you say
100、 that your use of the Internet hasIncreased a lotIncreased a littleNo real change/stayed the sameDecreased a littleDecreased a lotDont know/prefer not to say 2%n=2,55941%28%27%1%2%*BBC,2020,bbc.co.uk/news/uk-england-53323405*OFCOM,2021,ofcom.org.uk/about-ofcom/latest/features-and-news/digital-divide
101、-narrowed-but-around-1.5m-homes-offlineFemalesLondonersUnder 50sHigher Digital Engagement SegmentsOn average,people are now spending an extra 13 hours online per weekNInternet usage has increased on average by 13 hours per weekThe pandemic has not just encouraged new people online,it has also meant
102、that those who were already online are more invested in it than ever before.More than half(55%)of the online population has increased their Internet usage throughout the pandemic(figure 7).Among those who have increased their time online,on average,people are now spending 13 hours more per week.The
103、data shows this group with increased time spent online are more likely to be(Appendix 2a-2d):Device usage impacts what families do onlineExternal research and lived experience have shown that homeschooling throughout the pandemic has placed a burden on families*.Not just through time and effort requ
104、ired for the task,but on Internet and device usage as well.Ofcom have evidenced that 20%of children have not always had access to a device for online learning while schools were closed*.Transactional data shown on page 13 highlighted that people are becoming more likely to use one device for their o
105、nline banking.There could be a few reasons for this shift,with one being simply that people prefer the convenience of mobile banking as smartphones are normally close to hand.However,another likely factor is that families are increasingly sharing tablet and laptop devices,particularly for online lea
106、rning and therefore devices are spread more thinly across the household.Figure 10(see page 17)shows how online learning engagement has changed since 2016.It is not just office workers increasing their time spent online one-quarter of skilled manual workers have also increased their Internet useBeyon
107、d any digital interactions needed for work,the data shows that people with office-based jobs have seen a broader and more significant Internet usage.34%of office workers say they are spending more time online than ever before.By comparison,only 24%of skilled manual workers report spending a lot more
108、 time online(Appendix 2e).Whilst volume of time online by no means indicates a greater sense of capability,it does indicate confidence and comfort,which could mean office-based workers are more likely to adapt to digital changes.It is also important to reflect on the link between professional use an
109、d digital engagement and the halo effect it may have on personal usage.u15UK digital lives in 2021 UK Consumer Digital Index 2021Figure 8.For which of the following,if any,have you used the Internet for the first time(or in new ways),during the COVID-19 crisis,2021n=2,559VERY LOWLOWHIGHVERY HIGHUK A
110、verageApplying for school vouchers2%2%4%6%4%Coding/Programming4%7%9%10%9%None of these11%9%3%3%5%Sustainable/Green activities e.g.seeking out sites for clothes recycling11%15%19%21%18%Looking for/Securing employment14%14%22%22%20%Online learning20%28%41%45%38%Working from home22%31%41%43%38%Using CO
111、VID-19 related services28%31%42%46%40%Paying bills/Making payments36%48%58%63%56%Video calls e.g.Zoom,Microsoft Teams43%52%68%70%65%Social Media(e.g.Facebook,Twitter,Instagram)46%47%62%68%60%Keeping up with news of COVID-1953%56%69%73%67%Buying goods online56%65%74%77%72%The pandemic has caused many
112、 people to use the Internet in new waysAs the data has shown,many people are online for the first time and others are spending far longer on their devices.The question becomes;how are people spending their time online?Many first time uses of the Internet during the crisis have been needs driven e.g.
113、nearly three-in-four are shopping in new categories online,perhaps for groceries or clothing(figure 8).Some first time activities may highlight concerns:People living with impairments are under represented in the newly working from home group,as well as those using COVID-19 related services(Appendix
114、 3).Online learning as a new activity is more likely to have been attempted by 18-29 year olds and those with High or Very High Digital Engagement(Appendix 4a and 4b).This is important considering it is the less digitally engaged and often older age groups who struggle most and may have the greatest
115、 need for online learning.Interestingly,those who are going online for the first time to engage in activities relating to sustainability,such as recycling clothes online,are more likely to be those under 40 years of age and female(Appendix 5).u16UK digital lives in 2021 UK Consumer Digital Index 202
116、1Figure 9.Do you think you will continue to use the Internet for one or more of these tasks post-pandemic?n=2,559Dont knowKeyNoYes2%91%6%Nine-in-ten people plan to continue with their new online activities in the futureAlmost all people who have engaged online more or in new ways through the pandemi
117、c,intend to continue these new habits going forward(figure 9).Tech-celeration is a term many have started using to name the rapid advances society has made in adopting technology.For example,some think adoption has jumped ahead five years in a matter of weeks and cashless transaction have jumped for
118、ward by two to three years*.In terms of online shopping,consumers are among the most likely to intend to continue with this behaviour after having tried it for the first time.Online learning has gained particular value during the pandemic External research has shown which products and services peopl
119、e value most in a pandemic.Whilst TVs,digital communication services and public spaces were the most popular,online shopping showed a nine percentage point increase between February and May 2020*.Online learning is also growing,statistics show that this market is set to nearly double between 2019 an
120、d 2026*.This growth has been fuelled by the pandemic and it is no surprise that the data shows 38%of Internet users have engaged in e-learning for the first time or in new ways(figure 8).*Economist,2020, digital lives in 2021 UK Consumer Digital Index 2021Key 2016 n=2,404 2020 n=2,490 2021 n=2,493Ma
121、naging physical or mental healthOtherAccessing Universal CreditManaging mental healthSelling products/servicesApplying for jobsManaging physical healthOnline gamesRating products/servicesSolely content for workLearningAccessing local council informationPosting/sharing photosor videosStreaming/downlo
122、ading mediaSocial MediaUsing online messaging servicesBuying products/servicesOnline banking/money managementEmail95%91%81%84%79%71%70%64%57%55%63%54%58%60%57%59%70%43%43%51%37%37%35%33%26%23%25%14%11%3%9%8%22%31%27%41%43%55%48%74%89%89%92%89%Some response options are new this year e.g.online bankin
123、gFigure 10.For which of the following do you use the Internet?2021,2020 and 2016 The pandemic has reinvigorated digital activity in some areasThe 2020 Consumer Digital Index*showed that the proportion of people carrying out key online activities such as;email,shopping,learning and accessing local co
124、uncil information online,had declined compared to 2016.This year the pandemic has caused a reverse in this trend,but whether this is a permanent change remains to be seen(figure 10).These activities for many people have been invaluable due to the nature of the restrictions seen as a result of COVID-
125、19.People are 12 percentage points more likely to use the Internet to manage their physical health compared to mental healthLast year the data from this report showed that 22%of people were managing their health online through activities such as;researching their conditions,ordering prescriptions an
126、d even finding exercise programmes.This year the survey split this into physical and mental health for more detail.It is clear that currently people use the Internet more for their physical health(37%)than mental health(25%).Online workouts have grown hugely in popularity due to the effects of the p
127、andemic,and people are becoming increasingly more aware of how digital tools can support their mental health.People are spending on average 1,800 more online compared to 2020By now it is no surprise as to how much more relevant online commerce has become as a result of the restrictions.Figure 10 sho
128、ws that 89%of people are now making purchases online,an increase of eight percentage points since 2020.The transactional data from this report reveals that consumers,who were online shoppers last year,have increased the number of online transactions they made by 18%since then resulting in an 8%incre
129、ase of spending amount.This means on average individuals made 30 more online transactions and spent an extra 1,800 in 12 months(Appendix 6).In the last 12 months people have spent 1,800 more online*Consumer Digital Index,2020, and regional digital engagementUK digital lives in 2021 UK Consumer Digit
130、al Index 2021%offline(table ranked on this)n=2,7035%4%13%8%6%3%8%4%4%8%3%4%5%Very Low Digital Engagement n=999,14929%30%33%27%30%20%32%30%27%30%30%30%28%Net Confident using Internet(excluding offline)n=2,55985%88%88%83%86%90%83%85%86%86%85%84%86%Wouldnt have coped through pandemic without tech(exclu
131、ding offline)n=2,55953%56%48%54%48%68%54%58%50%47%53%52%53%with net increase in Internet usage through pandemic(excluding offline)n=2,55955%63%53%51%54%68%46%58%57%52%52%51%55%Digital skills have improved as a result of pandemic n=2,70329%35%23%27%26%41%23%27%31%24%27%26%28%LondonWest MidlandsNorth
132、EastNorth WestYorkshire and the HumberEast MidlandsWALESSouth EastSouth WestEast EnglandSCOTLANDUK AVERAGEENGLAND3rdKey2nd1stFigure 11.Selected digital engagement and Internet usage data points,split by nation and region,2021BENEFITSBARRIERSScotlandWhilst Scotland has one of the highest numbers of p
133、eople with Very Low digital engagement(30%),figure 11 shows it is by no means a laggard across other vital digital metrics.The country is second in most metrics ahead of all English regions apart from London,who have improved their digital skills and increased Internet usage the most.WalesWales has
134、historically seen a lower level of digital enablement,this year 13%of the Welsh population have not used the Internet in the last three months,which is particularly high with the context of lockdowns over the past year.However the data also shows that when online,Welsh citizens are only behind Londo
135、n in the proportion who feel confident using the Internet.EnglandWithin England,as per previous Consumer Digital Index reports,London is still by some margin a leader in digital engagement and overall usage and reliance it has 13 percentage points fewer inhabitants with Very Low digital engagement c
136、ompared to Wales.The North of England is a place of paradox.8%of people in the North East remain offline and the region has some of the lowest levels of digital confidence and usage.The North West contrasts this with half the number offline(4%)and 85%are confident in their Internet usage.In the last
137、 year,a number of local authorities,combined authorities and nations have relaunched their regional strategies with digitisation at the core.As the 2021 data describes,despite a consistent need across the UK,digital disparities still exist between nations and regions*.The data on this page provides
138、a snapshot of key digital capability and confidence indicators(figure 11).*Data for Northern Ireland omitted due to sample size limitations u19Spotlight assistive techUK digital lives in 2021 UK Consumer Digital Index 2021Figure 12.Which,if any,of the following technologies do you use?2021 and 2020K
139、ey 2020 2021Technology to helpwith dexterity/mobile impairmentsVoice assistants such as Alexa,Siri orGoogle AssistantFace,fingerprint or other biometric recognition toolsScreen readers such as Jaws,Dragon,Texthelp orClaroReadn=2,70355%45%44%39%8%4%5%12%In the 2020 Consumer Digital Index the proporti
140、on of people with an impairment engaging with technology saw an increase on 2019.2021 has seen a similar increase.14.1 million people*in the UK have a disability,so the extent to which organisations online presences are accessible are important.Biometric recognition tools see significant jump in usa
141、geFigure 12 shows the assistive technologies used by all device users,not just those online.Since last year all four of these categories have seen changes.Unsurprisingly both voice assistants such as Amazon Alexa and face or fingerprint biometrics have both increased by five and ten percentage point
142、s respectively.This is interesting given news around struggling smartphones sales,due to both faltering supply chains*and budget-conscious consumers*.This suggests a side effect of the pandemic has encouraged contactless technology.Impairment specific assistive tech sees significant decrease in usag
143、eWhat may not have been as expected is the decrease in both screen reading and dexterity tech categories since last year.This is interesting given the data shows that Internet usage has increased by three percentage points since 2020 for those with impairments,therefore it is not clear why this may
144、be(Appendix 7).Assistive technology has a lower take-up rate amongst those with Low digital capabilityAll of the tools in figure 12 are more likely to be used by people with High or Very High digital engagement,including the impairment specific tech.This suggests that they are not easily accessible
145、for those with impairments who are less digitally active a group that could gain a lot(Appendix 8).Last years report highlighted the same issue,which calls for more focus on making these tools accessible to those who are less digitally capable.Screen readers and dexterity tools could benefit older a
146、ge groups,as much as those with sight and physical impairmentsScreen readers and dexterity tool usage are both over-indexed in the 30-39s however very under-indexed in the older age groups.This older age group could benefit hugely from this type of tech even though it is designed for those living wi
147、th sight and physical impairments(Appendix 9).*Scope,2020,scope.org.uk/media/disability-facts-figures/#:text=Number%20of%20disabled%20people,disabled%20people%20in%20the%20UK.*BBC,2020,bbc.co.uk/news/technology-51981841*Consumer Technology Association,2020,cta.tech/Resources/Articles/2020/What-the-C
148、oronavirus-Pandemic-Means-for-Tech-Devicu20Digitisation and financial behaviours This chapter reviews consumers changing financial behaviours and how this intersects with their digital lives.2u21Digitisation and financial behaviours UK Consumer Digital Index 2021The digital impact on financial behav
149、ioursCompared to the most digitally engaged,saving three times less frequently and 2.5 times less moneyPay the least on their utility bills(211 on average per month compared to 230 for the Very Low)Manual workers with High or Very High digital engagement,earn 421 more per month than less digitally e
150、ngaged peers in the same rolesNearly half(44%)earn less than 20,000 per yearOnly 17%earn less than 20,000 per year39%have had no money management advice or guidance from listed sources(Appendix 10)22%have had no money management advice or guidance from listed sources(Appendix 10)61%are quite/very co
151、nfident using the Internet but still prefer face-to-face relationships for their banking94%are quite/very confident using the Internet and prefer managing money online74%are concerned about using sites/tools to enter personal details58%are concerned about using sites/tools to enter personal detailsC
152、heck their bank accounts five times a monthCheck their bank accounts 49 times a monthVERY HIGH 19%9.8 millionMore likely to use a tablet for online banking than customers in the Very High segmentLOW11%5.7 millionManual workers with High or Very High digital engagement,earn 421 more per month than le
153、ss digitally engaged peers in the same rolesHIGH41%21.1 millionVERY LOW29%14.9 millionFigure 13.High level trends in peoples financial lives,split by Digital Engagement Segment,2021Figure 13 illustrates the financial traits associated with each Digital Segment and the impact of digital confidence an
154、d capability on peoples financial lives.This is important to reflect on,particularly in light of the 2020 Money and Pensions Service Financial Wellbeing Strategy*digital will continue to be a key element of delivering a financially healthy nation.The relationship between digital and financial lives
155、is nuanced and higher digital engagement,skills and confidence are not a guarantee for greater financial capability.Regarding bank account visits,checking a balance more often does not necessarily mean better financial outcomes or behaviours.More online banking visits could stem from negative driver
156、s,such as financial worry and pressure.There are however some clear examples of financial benefit.For example,manual workers with High or Very High digital engagement earn on average 421 more per month,than the least digitally engaged people in the same roles.People with the most digital engagement
157、also pay less for important bills such as utilities,saving an average of 228 per year compared to the least engaged(figure 13).Manual workers with High or Very High digital engagement,earn 421 more per month than less digitally engaged peers,in the sameroles d*Money&Pensions Service,moneyandpensions
158、service.org.uk/uk-strategy-for-financial-wellbeing/u22Financial lives in a pandemicDigitisation and financial behaviours UK Consumer Digital Index 2021Manual workers and the self-employed are most likely to now have financial reserves to cope with a loss of income(Appendix 12c)Figure 14.Imagine now
159、that you suffered a financial shock and you suddenly lost your regular income.Based on financial reserves you have in place,for how many months do you think you could cope i.e.paying living expenses like food and bills,if no replacement income was immediately available?42%6%5%34%11%14%11%10%12%12%10
160、%12%12%11%Would struggle immediatelyCould cope for one monthCould cope for two monthsCould cope for three monthsCould cope for more than three monthsDont knowPrefer not to sayKey 2020 n=2,710 2021 n=2,703Those unemployed or long-term sick and those shielding are more likely to struggle immediately(A
161、ppendix 12a and 12b)2021 data indicates that the financial disparity between people in the UK has deepened.As in 2020,there are 6.2 million people who would struggle immediately,largely those in vulnerable circumstances e.g.long-term sick,shielding,carers or those financially constrained.These are p
162、eople who require the greatest support.Compared to 2020 however,there are eight percentage points more people who have financial reserves of more than three months.This group are more likely to be self-employed or manual workers a hypothesis being that due to the instability of lockdown and consiste
163、ncy of their work,they are prioritising building their reserves.Since 2016,the Consumer Digital Index has evidenced age has more of a bearing on financial circumstance than digital capability.People with the highest levels of digital engagement are more likely than those less digitally engaged to st
164、ruggle immediately,following a sudden loss of income(Appendix 11).Age however is the determining factor.It has been long documented that increasing age correlates to increasing financial capability and reserves,and digital capability is highest amongst the youngest populations.However,when isolating
165、 each age group and comparing those with Low versus High digital capability,people with higher digital engagement are saving more and more often than their non-digital peers.Comparing 18-24 year olds with Very Low digital engagement versus those with Very High digital engagement,they;3xSave over thr
166、ee times asmuch in valueMake six times more savingstransactions6xCheck their balances nearly eight times more frequently 8xu23Digitisation and financial behaviours UK Consumer Digital Index 2021KeyNoYesFigure 15.How has the COVID-19 situation changed your financial priorities,if at all?Would you say
167、 due to the virus.2021Those who are most likely to report spending impulsively are most likely to be(Appendix 13a-13c):25-29 year olds34%Annual income of 10,000-15,00037%Semi or unskilled manuallabourers32%n=2,70359%41%“I am more focused on being debt-free”27%73%“I am more inclined to spend my money
168、 on things that I enjoy without thinking about the future consequences”58%42%“I have re-prioritised my day-to-day spending on what is important to me”What has changed is the UKs money mindset and feelings of financial well-being.2020 saw UK citizens re-evaluating their relationships with money.The d
169、ata in figure 15 shows that,59%are now focusing on becoming debt free,58%are reprioritising day-to-day spend and 27%have found themselves spending more impulsively.Younger people may have competing financial prioritiesThe difference in mindset here is again,age.Younger age groups are more likely to
170、feel inclined to spend,regardless of future consequences,particularly 25-29 year olds(34%).However the data shows again it is the younger age groups who are also most likely to be focusing on reducing their debts(70%of 18-24 year olds compared to 57%of 60-69 year olds).These goals are likely to be a
171、t odds with one another in most situations and young people will need help assessing and targeting financial priorities.Digital engagement also influences money mindsetSeeking to understand whether digital engagement is helpful or exacerbates money worries,the data shows that highly digitally capabl
172、e consumers are eight percentage points more likely to have their sleep impacted by money worries compared to the least digitally engaged(Appendix 14).This is true even when comparing the same age groups within different digital engagement segments.Nearly one-third(30%)of 18-29 year olds,with the hi
173、ghest digital engagement have their sleep affected by money worries.This compares to only 21%of the same age group who have the least digital engagement.The reasoning why is only speculative.For the most digitally engaged,having their finances at their fingertips may serve to compound existing conce
174、rns.u24Digitisation and financial behaviours UK Consumer Digital Index 2021Figure 16.When it comes to how you think and feel about your finances,how much do you agree or disagree with these statements?2021n=2,703I feel on top of my day-to-day financesThe way Im managing my money means I can enjoy my
175、 lifeIm on track to have enough money for my futureWorrying about money often affects my sleepingDont know/prefer not to sayDisagreeKeyNeither agree nor disagreeAgree68%10%22%1%9%11%79%1%21%16%61%1%n=2,703 21%Yes,some of the time 71%No 8%Yes,oftenFigure 17.Does your current financial situation cause
176、 you to feel stressed or overwhelmed?202112%are supporting a family member unable to work15%are benefit claimants18%have an impairment10%9%80%1%Women are 1.3 times more likely than men,to feel anxious abouttheir money(Appendix 15)dFour-in-five people say they feel on top of their finances*Scottish W
177、idows,2020,scottishwidows.co.uk/yourfuture/The most digitally engaged(27%)The gender pension gap is holding women back from financial freedomWhilst many may feel financially secure,this is not felt evenly between men and women.In fact,57%of women feel on track to meet their future financial needs co
178、mpared to 64%of men.Research from Scottish Widows highlights the gender pension gap,which was 100,000 in 2020*.Now is the time to correct disparities like these.Those unemployed and living with impairments have the most money worriesIt is not just age and digital capability that have a bearing on a
179、financial situation other life circumstances come into play.Overwhelmingly,71%of the UK said they are not stressed or overwhelmed by their financial situation.However,the groups who are most likely to often worry about this are most likely to have an impairment or are benefit claimants.Those most li
180、kely to have their sleep impacted by money worries are:Unemployed(43%)Living with an impairment(32%)18-24 year olds(27%)u25Digital services and consumer behaviourDigitisation and financial behaviours UK Consumer Digital Index 2021Figure 18.Combined BNPL providers total monthly transactions and month
181、ly consumer count,2018 to 2020n=999,149KeyNumber of transactionsNumber of peopleJFMAMJJASONDJFMAMJJASOND140,000120,000100,00080,00060,00040,00020,0000201820192020Buy Now Pay LaterOn this page,the data shows how new digital services are changing consumers financial behaviours.As non-essential stores
182、were closed for much of 2020,e-commerce grew rapidly as people moved to ordering more online(see page 16).This shift has provided an opportunity for Buy Now Pay Later(BNPL)services to flourish.This is typically a free payment service allowing consumers to try before they buy,paying for goods in eith
183、er 30 days or other short-term instalments.More recently there have been concerns over whether consumers fully appreciate the terms and conditions of service.This has led to a review being undertaken by the Financial Conduct Authority.Of the 2021 transactional sample of one million consumers,8.5%hav
184、e used BNPL services between August 2019 and July 2020.Figure 18 shows these services were in a state of rapid growth(from a small base)in the second half of 2019,before seeing the typical January dip after the holiday period.BNPL then experienced a sharp growth phase when the first lockdown happene
185、d in April.37%of consumers using these services are aged 18-29(Appendix 18)These people are nearly twice as likely to be female(65%compared to 35%male)(Appendix 17)BNPL is almost exclusively a service used by those with High or Very High Digital Engagement(91%)(Appendix 16)The data does not vary muc
186、h geographically(Appendix 19)7u26Digital attitudes and ambitionsThis chapter illustrates the digital ambitions of people in the UK and how todigitally upskill the nation.3u27Digital attitudes and ambitions UK Consumer Digital Index 2021Those onlineFigure 19.To what degree do you personally agree or
187、disagree with each of the followingstatements about technology For those online,2021n=2,559Dont know/prefer not to sayDisagreeKeyNeither agree nor disagreeAgree“I will often use/access one or more devices at the same time”“Technology plays a vital part of my life and I would be lost without it”“Nobo
188、dy really watches TV or listens to the radio anymore,its all about streaming content”“Its easier to express myself through emojis rather than written words”“I never switch off and my life is always online”“I use the Internet mainly for gaming”“I am always looking out for new technologies”“Technology
189、 helps me in many ways,making my life so much easier”“I stream content but dont feel comfortable doing tasks such as online banking”61%6%32%55%12%32%24%10%67%20%13%67%19%9%72%14%8%78%44%17%38%77%10%13%1%19%7%74%1.5 million more people are now onlineWith more people online than ever before,it is impo
190、rtant to understand their attitudes and ambitions.As the data on page 10 illustrates,digital capability can flex and change over time.As the tech landscape evolves,for both personal and work use,understanding the level of comfort with tech adoption is helpful for indicating the direction of travel f
191、or UK digitisation.The 2021 survey sought to understand the extent to which technology is embedded.63%of people quarantining at home,have said they wouldnt have coped without technology(Appendix 20).As figure 19 indicates,three-quarters(77%)of those online acknowledge that technology helps them in a
192、 number of ways,making their lives easier.44%of people are always looking out for new technologies,although there are gender differences.53%of men seek out new tech,compared to only 33%of women(Appendix 21).People with an impairment are seven percentage points less likely than those without to say t
193、hey are looking for new tech.This could be a reflection on the lack of accessible promotion and communication around new technology,or the feeling of a lack of relevant technology(Appendix 22).26%of those aged 60-69 NET agree(compared to 13%of 18-24 year olds)44%of those with Very Low digital engage
194、ment NET agree(compared to 14%ofthose with Very High Digitalengagment)xu28Digital attitudes and ambitions UK Consumer Digital Index 2021Figure 20.Here are some things people sometimes say about going online.Do you agree with the following statements?Split by office workers and manual workers,2021,20
195、20 and 20021Office workersManual workersI am concerned about my high levels of Internet use-18%18%18%17%I am concerned about using sites/tools where I have to enter my personal details-67%65%61%64%I am concerned that my digital skills arent good enough-21%20%12%22%I am confident using com
196、puters/smartphones/tablets-90%90%96%90%I am reliant on the Internet for my day to day life-49%52%63%46%I use the Internet outside of work but dont use it for my job-47%44%26%59%I wouldnt have coped through the Coronavirus crisis without digital technology-53%57%52%Im able to teach myself how to do n
197、ew online tasks-80%82%89%80%It has helped me find and get a job-49%50%53%56%It helps me connect better with friends and family74%81%85%88%84%It helps me develop professionally and improve my future work prospects-60%63%73%62%It helps me feel less alone-38%51%51%47%It helps me manage and improve my p
198、hysical and mental health(e.g.receiving help andadvice online or using health apps for fitness/well-being)35%34%49%52%45%It helps me save money(e.g.train fare reduction or going to pay a direct debit)70%66%67%72%66%It helps me save time so I have more time to enjoy myself63%67%64%68%64%It makes it e
199、asier for me to organise my life(e.g.check train times or weather)63%74%73%79%69%It makes me feel more part of a community-47%53%54%53%My use of digital tools has helped me feel more positive during the Coronavirus crisis-60%64%57%The Internet provides me with more benefits than it does disadvantage
200、s-83%88%93%87%2016:n=2,404 2020:n=2,493 2021:n=2,559BENEFITSCONCERNED67%say it helps them to savemoney53%of people say they wouldnt have coped through the Coronavirus crisis without digital technology51%say the Internet helps them to feel less alone49%of people say the Internet helps them manage and
201、 improve their physical and mental healthOffice workers are more consistently dependent on tech fortheir personal and work livesxu29Those offlineDigital attitudes and ambitions UK Consumer Digital Index 2021Figure 21.You have said that you have not used the Internet in the last three months.Please c
202、hoose from the following options to say why you have not,2021,2020 and 2016 2016 n=303 2020 n=217 2021 n=144I have an impairment that prevents me from using the InternetI dont have access to broadband in my areaPoor connectivity due to no mobile Internet coveragePoor connectivity inmy area due to sl
203、ow broadband speedsI dont have enough timeI want to but I dont know where I would get helpOtherI dont understand thebenefitsIts too expensiveIm worried about the way organisations use my dataThe Internet doesnt interest meId rather spend my money on other thingsI think the Internet is too complicate
204、d to useIm worried about having my identity takenIm worried about my privacy and security22%33%47%61%17%15%17%13%44%32%51%38%63%51%36%50%19%10%32%53%26%21%17%23%31%14%12%38%6%7%7%36%18%26%25%19%47%38%56%Key2.6 million people are still offlineAs outlined on page 11,it is now only 5%of the UK populati
205、on who have not used the Internet in the last three months.Data from this report shows that;Wales,East of England,South West and the North East are the nations and regions with the highest proportions of people still offline(see page 18).In previous editions of the Consumer Digital Index,age has bee
206、n a defining characteristic of someone offline.The older an individual,the more likely they are to be digitally excluded.However one-in-ten of those offline are under the age of 50,indicating there are still broader factors,other than age,at play(Appendix 23).Those offline have raised significant ba
207、rriers to their digital transitionWith the number of people offline decreasing,those who remain digitally excluded state a variety of barriers to getting online.It is increasingly difficult for them to make the transition online without significant sustained support and perhaps new approaches to dig
208、ital inclusion.Figure 21 shows vast increases across challenging hurdles nearly half of those offline say they are due to a lack of interest,up 11 percentage points in a year.Internet security-related responses have all significantly increased.While service providers are making efforts to communicat
209、e the security of their online services,often this is done via digital marketing channels and misses the offline population.A redirection of this messaging might prove useful in giving those offline some confidence their data will be managed securely,were they to engage digitally.Offline communicati
210、ons are also important in clarifying the benefits of digital inclusion one-quarter still dont understand why they should be online and what they stand to gain(26%).55%of those offline earn under20,000(Appendix 24)dOne-in-ten(10%)of those offline are under 50 years oldAs the offline population decrea
211、ses each year,the response data becomes more volatile and hence there are large year-on-year differences in figure 21.u30Digital attitudes and ambitions UK Consumer Digital Index 202144%25%40%24%39%22%36%24%33%21%33%21%48%32%31%28%23%19%27%14%26%26%18%24%12%Figure 22.Could any of the following encou
212、rage you to use the Internet?Key 2020 n=217 2021 n=144AccessibilityCostConnectivityMindsetDataSupportThe ability to use new assistive technology e.g.Alexa,Google Assistant,SiriIf websites or apps were easier to use or understandCheaper cost of devicesCheaper cost of mobile dataCheaper cost of Intern
213、etImproved mobile coverageBetter Wi-Fi or broadband provision in your areaNothingUnderstanding more about the benefits and what you could use the Internet forMore transparency about the data organisations have on me and how they are using itThe ability to easily stop organisations from using my data
214、Formal training or training courses(paid or free)Getting support from someone to help (e.g.friends and family)How could the UK become 100%digitally included?When asked what may encourage those offline to get connected,the response nothing has decreased by a third(figure 22).This indicates an underly
215、ing appetite to explore the options to get online which is a good starting point.The Government has recently announced more detail of its plans to install broadband in remote UK locations,which should help the 27%(700,000 people)who remain offline due to a lack of adequate Internet connectivity*.*BB
216、C,2021,bbc.co.uk/news/technology-56414966#:text=The%20first%20to%20benefit%20will,and%20the%20Isle%20of%20Wight.As the offline population decreases each year,the response data becomes more volatile and hence there are large year-on-year differences in figure 22.“I dont trust it.Nothing is safe once
217、online”“I only need it for transactions when I need to do it”“Because of my dyslexia”“My daughter does that for me”u31Supporting digital capability and confidenceDigital attitudes and ambitions UK Consumer Digital Index 2021n=2,559Figure 23.Do you think your digital skills have improved as a result
218、of the outbreak of the Coronavirus crisis,2021(and whether digital engagement has improved,worsened or stayed the same for those who say their digital skills have improved as result of the crisis,2021)n=2,703Figure 24.How confident would you say that you are in using the Internet,2021Very confident5
219、2%Quite confident33%Neither confident,nor unconfident6%Not very confident6%Not at all confident1%Dont know0%No,although I do feel they need improvingDont know/prefer not to sayDigital engagement improvedDigital engagement worsenedStayed the same3%12%57%29%60%31%9%YesNo,but I do not feel they need im
220、proving29%believe they have improved their digital skills in lockdownThe transactional data match shows that for 31%of this group,they have in fact seen reduced digital engagement and capability,indicating a mismatch between their perception of skills improvement versus behaviours and capability.Thi
221、s serves as a reminder that perception and reality are not always aligned.60%of the 29%,have indeed seen greater digital engagement.12%of people have reflected that they do not believe their digital skills have improved,although they do feel they need improving.This group are largely in the Low and
222、High digital capability segments,indicating an opportunity to move them further up the digital engagement spectrum.The following are most likely to belong to the 12%who acknowledge their digital skills need improving(Appendix 25a-25c):Online over-confidence?New data this year reveals that more than
223、four-in-five(85%)of Internet users are confident in their online abilities(figure 24).Comparing this data to the 2020 Essential Digital Skills measure*indicates that 78%of people had the full set of skills for their day-to-day lives,to be able to confidently use the Internet for their needs.It will
224、be interesting to understand what the 2021 EDS measure reveals later this year.MalesWales60-69 year oldsThose retired and living on state pension*Consumer Digital Index,2020, attitudes and ambitions UK Consumer Digital Index 2021Figure 25.What was the trigger or motivation for improving your digital
225、 skills,2021n=74429%7%7%23%5%5%5%14%10%8%3%28%18%11%4%4%4%9%Other*Needing to work at homeBoredom during lockdownKeeping in touch with friends and/or familyI have chosen to do tasks online I would normally do in person due to the CoronavirusWanting to improve your performance and productivity at work
226、Learn new skills to boost employment prospectsI was encouraged by my employer to do it for my current roleNo particular reasonShielding/quarantining during Coronavirus crisisOpportunity to get support from friends or family membersWanting to access online savings opportunities i.e.vouchers,discount
227、codesFreely available online training coursesCheaper cost of devices and Internet accessSomeone telling me about the benefits I personally could have by being onlineLife event e.g.having a baby,moving house,bereavementI was encouraged by my employer to do it to prepare for future role(s)Needing to a
228、ccess Universal CreditHave upskilled for work related reasons*Example verbatim responses for Other:Zoom Trying to find employment againSustainability reasonsStarted a new businessOrdering medicationxWorking from home pips boredom to the post as a main driver behind improving digital skills29%of peop
229、le in the UK feel they have improved their digital capability,figure 25 details the variety of triggers and motivations which underpin this.The most commonly cited driver for this improvement was around the change to working from home.In the largest category Other verbatim reveals a further common t
230、hread.Learning how to use video calling software,such as Zoom,was another standout trigger.A key factor for improving digital skills in 2021 has been the need to work from home,meaning at least one-quarter of people have up-skilled for work related reasons.The difference in lockdown working styles a
231、nd requirements has meant some of the UK workforce have digitised more rapidly than others job type now does not just impact current income,but rather the level of digitisation and resulting broader lifestyle benefits.93%of office workers are now confident Internet users compared to 85%of manual wor
232、kers,and they are 11 percentage points more likely(73%vs.62%)to use the Internet to develop professionally and to improve future work prospects(Appendix 26).On page 34,the survey indicates clear motives to incentivise people in the future 77%would improve their digital skills if they thought it woul
233、d directly help them with a day-to-day task or piece of work.64%would prioritise digital skills if they knew it would help them progress in their job or secure a better role.u33Digital attitudes and ambitions UK Consumer Digital Index 2021Figure 26.Job type/working status split by digital engagement
234、 segments*compared to UK average,2021 and 20202021202015%10%51%24%8%9%55%28%15%8%52%26%18%13%44%25%15%52%14%19%17%38%15%30%15%57%13%15%UK averageOffice workers(junior,intermediate and higher managerial)Manual workers(skilled,semi-skilled,unskilled)Unemployed or long term sick Very HighHighKeyLowVery
235、 Lown=925n=2,703n=682n=2,703n=657n=653n=218n=15519%58%13%10%Given the previous page has shown how working from home has been the leading driver behind improved digital skills,it is worth understanding how digital engagement looks across job types*.The hypothesis has been that individuals who have ha
236、d to digitise and upskill to work from home,have seen a knock on effect in digital capability and confidence in their personal and work lives.Figure 26 shows how digital engagement has changed since 2020 for those likely to be in office jobs,compared to those with manual roles and those unemployed o
237、r on sick leave.The data shows that 26%of manual workers now have Very High digital engagement,an increase of 11 percentage points in one year.Whilst most groups have increased digital engagement,the growth in this segment for manual workers is among the highest compared to other job types.Another p
238、ositive to take from this data is that one-quarter of those unemployed have the highest levels of digital engagement,which presents a good opportunity for businesses who may be thinking about recruiting digitally adept employees.However it is worth noting that the proportion of manual workers with V
239、ery Low digital engagement is still nearly twice as much as for those in office jobs(15%compared to 8%).*Digital engagement segments on this page differ to the UK averages due to occupational demographics only being available through survey data.u34Digital attitudes and ambitions UK Consumer Digital
240、 Index 2021n=2,703Figure 27.Which of the following statements apply to you if you were thinking about what would encourage you to improve your digital skills,2021Nothing I avoid adopting technology where I can8%I would if it could help me progress in my job or secure a better role64%I would if I tho
241、ught that it would directly help me with a day to day task or piece of work77%I would if I knew there was support available to help me as or when I needed it67%I would if devices andInternet access were cheaper53%Im always interested in technology and will actively look to adopt it61%u35Digital atti
242、tudes and ambitions UK Consumer Digital Index 2021Figure 28.And when you are learning new digital skills,which of the following apply to you,2021People have a range of preferences to cater for when providing digital skills support.38%59%47%65%72%45%65%49%66%93%It needs to be organised or recognised
243、by my place of workIt needs to be live so I can ask questionsAn industry-recognised qualification at the end of the course is important to meIt needs to be led by a digital expert or trainerIt needs to be free for me to take partI prefer to learn the content by reading user guides in my own timeI wo
244、uld prefer face-to-face as and when it becomes available againI would prefer to learn from friends,family or work colleaguesI prefer recorded tutorials,so I can play back content if neededI need to learn by having a go myselfeswLess than half of people require online digital skills courses to be liv
245、e41%of people may be willing to pay for digital skills trainingFace-to-face learning still has its place when it comes to digital skills training for two-thirds of peoplen=2,703u36Digital attitudes and ambitions UK Consumer Digital Index 2021Figure 29.What would be the easiest way for you to learn n
246、ew digital skills?Versus;How have you learnt how to use online services and develop your digital skills?None of these OtherEvening classes SchoolBank staff Local support(e.g.online centres;local library,digital skills charity)Large company/recognisable brandThrough work Family Friends Self-taught On
247、line information sources(e.g.YouTube)80%79%21%21%31%23%5%15%10%31%31%35%35%43%57%63%3%3%1%2%80%68%Key (2020)How have you learnt how to use online services and develop your digital skills?n=2,493 (2021)What would be the easiest way for you to learn new digital skills?n=2,559How do people want to impr
248、ove?Figure 29 draws differences between actual behaviour in 2020 compared to intended behaviour this year.This year four-fifths of people say theyd find it easiest to develop their digital skills by using online information sources.However last year,the data showed that only one-fifth had actually u
249、sed online sources to upskill.This indicates that appetite for these channels outstrips actual usage.Figure 29 shows;Four-in-ten people look to large corporates to help them upskill digitally 35%are looking to bank staff as a population who could help them learn new digital skills Friends and family
250、 represent one of the cornerstones of digital support,more than six-in-ten turn to familiar facesAs indicated in figure 29 there is an uplift in all mediums of support,highlighting a greater level of appetite,hopefully more of which will convert into actual uptake.However it is worth acknowledging t
251、he quality of provision varies within and across all of these formats of support.Online sources for example will include everything from high quality interactive webinars,through to content lacking true learning outcomes.Picking the right approach to digital supportAs evidenced in previous years,bot
252、h propensity to learn,and preference for support varies by age.The data shows that older age groups(typically requiring more digital support)are more reluctant(and under-indexed)to turn to any of the available areas of support(figure 30).The same is true for those with Low or Very Low digital engage
253、ment(Appendix 27).This reluctance makes upskilling this group more challenging and a different approach is required.Compared to younger more engaged segments the least digitally engaged prefer family and friends for support,whilst self-teaching and online sources are best for those who are more adva
254、nced and confident(Appendix 28).u37Digital attitudes and ambitions UK Consumer Digital Index 202162%39%50%75%88%87%68%55%41%54%1%1%66%39%35%75%89%85%65%54%41%42%0%3%59%33%33%69%82%80%62%48%35%32%1%3%69%21%29%62%62%70%29%24%26%11%3%2%63%36%39%68%86%82%69%49%40%41%1%2%62%25%28%61%76%76%55%36%31%16%2%3
255、%Figure 30.What would be the easiest way for you to learn new digital skills?Split by age,202118-24 year olds25-29 year oldsKey30-39 year olds40-49 year olds50-59 year olds60-69 year oldsBank staffEvening classesFamilyFriendsLarge company/recognisable brandLocal support e.g.Online Centres;Local libr
256、ary,digital skills charityNone of theseOnline information sources (e.g.YouTube)Other SchoolSelf-taughtThrough workThose aged 60-69 prefer their family above most other means to learn new digital skills62%of people aged 60-69 who are online think YouTube would be the easiest way to upskilln=2,559u 38
257、 Duggs StoryDuggs,55,lives with his partner in Holmfirth,Yorkshire,and is now retired,previously working in local government.Read how technology has really boosted the efficiency of his community ventures,during the Coronavirus crisis.u39Case study UK Consumer Digital Index 2021Taking an early retir
258、ement,Duggs loves spending his spare time outdoors,tending to his allotment and going fishing.An avid member of his community,he dedicates much of his time to charity and community work.Initially training as a youth and community worker,he now plays an active role in his local community,using digita
259、l as his secret weapon for engagement.Duggs is confident online,having always used email and video calls throughout his career within local government.Even at home,Duggs was a digital native,actively using technology for several years.Now,hes never too far from his phone,which allows him to stay con
260、nected,check the news and shop online.When the pandemic began in March 2020,Duggs rallied support from his community and set up a network of volunteers.Initially,he coordinated local volunteers to deliver food parcels to those who were shielding,then moving on to organise teams of volunteers at loca
261、l vaccination centres.Through his work,setting up and mobilising these volunteering groups,digital has played a fundamental part.The emergency response required a team of volunteers to connect and act quickly and digital was the vital enabler.Throughout the pandemic Duggs used online groups as a pla
262、ce to store shared resources,an easy,free and convenient way to communicate and share documents between members.Now,as the administrator of the local Facebook pages,he brings everyone together with a shared sense of purpose and has created a place where everyone can discuss local issues.Many volunte
263、ers have never even personally met,but digital has allowed them to connect and communicate,replacing the need for face-to-face interaction at a time when it just was not possible.And for Duggs,digital has helped him keep connected even closer to home.Where previously he would speak to his family onc
264、e a month,theyre now getting together virtually much more regularly.Duggs has witnessed the power of video calling amongst other groups too.Parish Council meetings were previously all held face-to-face in the evenings,which was a challenge for many of the members,particularly in the winter.Zoom has
265、enabled them to always attend meetings from the comfort of their own home and Duggs expects that this will continue even when face-to-face meetings can resume.With no other choice,Parish Council members who would have been the first to reject digital are now seeing the benefits first-hand and have b
266、ecome the biggest enthusiasts.Whilst Duggs is confident with his own digital skills,and cant see much more he could do to develop them right now,he couldnt imagine a world without technology.“I spend a lot of time looking at eBay,YouTube videos,scanning for news articles,doing research,clicking link
267、s,going into emails or Facebook chats.”“Everything is done digitally,the communications,making payments and meetings.Its free and accessible and were using it to organise.”“Im doing family Zoom calls every two weeks.Mental health wise I am in a better place.Its very,very positive.”“30 years ago nobo
268、dy had mobile phones or emails.Its unbelievable the speed at which you can organise now.The power of digital is unbelievable.”u40Shaunas StoryShauna,27,is married to her partner Fraser and they live together in Fife,Scotland.She is a Network Marketeer for The Body Shop.Read how she has supported her
269、 mental health and accelerated her career in beauty during lockdown.u41Case study UK Consumer Digital Index 2021When mental health issues impacted Shaunas career in financial services,she took her destiny into her own hands and found digital unlocked a whole new world.Turning her passion into a new
270、business venture,Shauna played to her strengths and now runs a network marketing business from the comfort of her own home in Fife.Through Facebook,Shauna was able to build a team of like-minded people to sell and promote Body Shop products.She coaches her team online as well as managing her own cus
271、tomer base,which has helped grow her successful business.Virtually training her team with hints and tips on social media marketing and how to engage customers with different content,Shauna is sharing her skills and seeing the success stories.With Shauna able to manage her team online using Zoom and
272、Facebook,she has been able to take her business wherever she goes addressing queries when shes out and about.She has also found an unexpected benefit from setting out on her new journey.Shauna has created a supportive community for others who suffer from anxiety and depression.So much so that she is
273、 now improving her digital skills through online learning to create an online support group,focused on helping people like herself get back to their best.With COVID-19 restrictions impacting on Shaunas wedding plans,she was able to move quickly to take her planning online.With all the organisation g
274、oing virtual overnight,she was able to order decorations,find the perfect outfits and keep everyone updated online.The day was a huge success,and the more intimate setting was even better than the original plans,and couldnt have gone ahead without digital.As for Shaunas mental health she believes th
275、at her recovery has also been aided digitally.She praises Facebook for enabling her to work from home on her own terms and at her own pace,taking her away from the stresses of traditional working structures.Now shes exploring further online learning and is upskilling to become a beauty therapist,all
276、 without having to leave her own home.With her confidence growing,as well as her ability to interact with her team,customers and community in a virtual way,the future is bright!“I have suffered from quite poor mental health.I have really bad anxiety,which is kind of why I do the job I do,because it
277、means that I can now work on my own terms.As long as Ive got the Internet,then I can do the work at home.”“The wedding was always planned but it wouldnt have been what it was without being able to do things digitally because of Coronavirus.”“Being able to work digitally has taken the pressure off.It
278、s given me the freedom to do my recovery at my own pace.I feel my recovery has gone better thanks to being able to work online.”u 42Steves StorySteve,54,is married to his partner Louisa,living in South Devon.He is currently volunteering looking for paid work.Read how digital is more important now th
279、an ever,in helping him secure paid employment.u43Case study UK Consumer Digital Index 2021As the primary carer for his wife for over ten years,Steve has recently begun his search for work.With additional support from his family,as well as a recent move into the city,Steves excited at different oppor
280、tunities he could take up with a new career.Prior to caring for his wife,he had a varied working life,including being employed in maintenance,cleaning a nursing home,as a department manager in a supermarket and even a roof thatcher.Steve knows the importance of digital more than most.The Internet wa
281、s a real lifeline to the outside world for him.Being a full-time carer and until recently,living in a remote location,his ability to shop online and communicate with friends and family was vital for managing day-to-day life.Not only did Steve and his family see the financial benefits of online shopp
282、ing,it was also convenient and easier for them to order groceries and household items from the Internet.Steves use of digital has increased markedly in his pursuit of a new job.His search has involved using employment websites,like Indeed as well as social media,to look out for possible opportunitie
283、s.Whilst he hasnt found any employment yet,he has managed to secure a part-time position volunteering at a local Oxfam,which he found online.Not only has this helped build his confidence and broader skillset whilst he continues his search,its also helping his digital skills improve,as he is learning
284、 to sell books on their website.Steve has always tended to try and learn new skills himself,which he admits can be quite challenging.Where he needs to,he looks to his daughter,and to an extent his wife for advice on how to improve his skills.His confidence is growing and hes using his smartphone mor
285、e and more,including for mobile banking.Having received Universal Credit,Steve has always been good at managing his money through his mobile banking app and enjoys the convenience it offers.In fact,Steve has found claiming for benefits online to be a much less daunting process than expected.Having a
286、ccess to a scanner,printer and the Internet at home,hes been able to quickly download,sign and send off documents to Department for Work and Pensions to support his changing circumstances.Steve is keen to build on his digital skills in future.With a ten-year gap since his last job,he understands the
287、 need for digital skills in the workplace is now more important than ever.Thats why he is so open to learning new things.Not only will this help him secure paid employment,he is hoping to embrace technology and become much more digitally savvy in his personal life too once he is working.“Before we m
288、oved here we were right out in the sticks,so were used to mostly buying stuff online and also because of prices,its just cheaper for buying stuff online.”“The speed and the quick access mean you can get to your account easily and it feels safe at the same time.”u 44 Karens StoryKaren,59,lives on her
289、 own in Cardiff,Wales and works for a Housing Association.Read how lockdown has led to Karen boosting her digital and financial skills and how she will never look back,now that she has these new-found skills.u45Case study UK Consumer Digital Index 2021With a full-time role within a Housing Associati
290、on,like many people at the beginning of the pandemic,Karen began working fully remotely.Choosing where and when she worked was a challenge at first,but she has adapted and now loves the flexibility.Along with agile working,she was introduced to Teams and SharePoint for the first time through work,an
291、d she has had to upskill quickly.Thanks to intensive training from her employer,Karen was able to get to grips with,and make the most of,the new software and found this support invaluable.She now spends her days speaking to colleagues online and working collaboratively on documents.Before,paper was
292、king in the office with everyone scribbling their comments onto a document.The use of Office365 has meant that everyone is seeing the ease and efficiencies of using different digital tools.Its not just collaboration tools which have helped Karen in the workplace.Shes also found that digital has open
293、ed new communication channels across her organisation,with less meetings and easier to access updates and briefings.For Karen,digital and agile working has led to numerous benefits in her personal life too,from more spare time to more disposable income.Pre-Coronavirus,Karens social life was about se
294、eing friends and family and spending time outdoors.As a member of not one,but two walking clubs,initially,lockdown and the associated isolation hit her hard.Being unable to go out in groups,Karen needed to get creative with virtual social interaction instead.With Zoom and different social media plat
295、forms,Karen was able to stay connected to her loved ones,setting up group calls and a weekly Zoom quiz with family.The pandemic led to Karen building her digital and financial capabilities as well.With no desire to write and post cheques,and a desire to shield safely,she began using online and mobil
296、e banking more.From transferring money to making payments to individuals and businesses much more frequently,shes even using contactless now when it comes to making physical purchases.Karens confidence has grown alongside her skillset,shes now much more comfortable ordering online.For Karen,this has
297、 meant she feels much more in control of her finances and can keep a closer eye on her different accounts and savings pots.The pandemic has exposed Karen to new digital experiences and opportunities,all of which have boosted her skillset and confidence.Even as restrictions relax,and she can do more
298、of what she loves,and she is still keen to learn more and build on her digital skills.She has no desire to return to how things were digitally pre-Coronavirus,embracing the new normal in our online world.“I am quite techie.I suppose thats because I still work full-time and you need a degree of compu
299、ter skills,its certainly improved over the last 12 months.”“We phone and see one another over the computer,have a discussion,which saves on costs,and is very quick and efficient.It has improved my computer skills.”u46Reflections UK Consumer Digital Index 2021ReflectionsThe pace of change across the
300、UKs digital landscape has been rapid in the last 12 months.In fact,the data in this report shows that the level of digital engagement measured in 2021 is where it was projected to be in 2025.This indicates that the UK has made five years progress in just one year.A question must be asked though how
301、sustainable is this change?Over the last six years,the Consumer Digital Index has measured progress as being slight or stagnant,despite the active efforts of numerous organisations.In contrast,the latest report shows significant change,with 60%of people having high levels of digital capability and p
302、eople spending on average an extra 13 hours online a week.Of those doing new activities online,91%intend to continue digital activities adopted during lockdown,indicating a lasting change.Concerns around online security and fraud still loom large though.With more people doing more online,we must ens
303、ure that digital adoption is coupled with online vigilance too.We also cannot assume that digital engagement is constant.The transactional data shows that 21%of those who had the highest levels of digital engagement in 2020,are now engaging less.If we are to have a digital economy and society that e
304、veryone can participate in,a culture of life-long learning and confidence building is key.As new financial products and services are developed,it is important to acknowledge that even if consumers have the digital skills to access them,this does not guarantee they have the financial capability or ac
305、umen to do so effectively.In fact,digital engagement can exacerbate money worries,indicating the importance of ongoing guidance and support for all.In addition,recognising the consequence that financial worries can have on mental health,the right advice and onboarding support is key.Given the change
306、able job market,it may come as no surprise that more than ever before,workplace success is a lever for change in digital adoption and life-long learning.64%say they would undertake digital skills training,if they knew it would aid them with career progression and 67%would improve their digital skill
307、s,if they knew support is available when needed.With workplaces increasingly providing online security guidance,digital payslips and online communication,there is likely to be a halo effect on consumers personal lives.The heart of this topic though,is inclusion.Whilst the report evidences the financ
308、ial merits and workplace benefits of improving digital capability,there are clear concerns about the offline and low-digital capability population.Saving less money,unable to participate in online communications and accessing key services from home,the report finds that 2.6 million people remain com
309、pletely offline.A further 20.5 million adults have Low or Very Low digital engagement.As the data shows digital poverty is exacerbated by existing vulnerabilities,never more so than in the last year.In the last two years particularly,digital inclusion,capability building and tech adoption have becom
310、e a focus of local delivery plans.It is important that this agenda has a UK-wide focus extending to,and linking up,local authorities.The Digital Skills Partnership,FutureDotNow,the Scottish Participation Charter and other coalitions bring together a myriad of partners across all sectors to face into
311、 the challenge.This issue warrants joined-up investment at a UK-level,shared learning across regions,and a clear and consistent public narrative on the benefits of digital adoption.We must provide the motive and capability for these individuals to get online and provide an environment in which they
312、are comfortable and confident to learn.Given the faster pace of technological growth and a world that now assumes digital competence,it is even more crucial that organisations design interactions that are as frictionless,accessible and as simple as possible.Service providers have a duty to ensure th
313、at assistive technology and inclusive design principles are applied throughout service development,enabling everyone to participate in a digital society.u47Partner quotes UK Consumer Digital Index 2021Partner quotes One-in-four of us experiences a mental health problem every year,and the pandemic ha
314、s exacerbated many of the risk factors.Connecting people to information they need can guide them through difficult times.It is disheartening that people are 12%less likely to use the Internet to manage their mental health,compared to their physical health.Last year,over three million people visited
315、our websites for support.Whether through our award-winning advice or online peer support at Mental Health UK we wont stop until everyone has the tools to manage their mental health and live their best possible life.Katie LeggDirector of Strategy and PartnershipsMental Health UK While digital activit
316、y has,not surprisingly,increased by 11%last year,a significant hidden middle still exists.Over the past year many organisations rallied to support those digitally isolated,yet nearly 15 million people still have Very Low digital capabilities.We need to level up,so FutureDotNow is calling on all busi
317、nesses to ensure their employees are kept up to date with the Essential Digital Skills necessary for us all to thrive today and in the future.Sir Peter EstlinChair of FutureDotNow Ensuring all people have the digital skills that our future economy needs will be crucial both to economic competitivene
318、ss and to social equality.The report is an excellent showcase of the challenges that still lie ahead,with a sizeable number of people concerned that their digital skills arent good enough for the accelerated transformation of the workplace.Were pleased our work with forward-thinking partners such Ll
319、oyds Bank and others,allows us to create access to inclusive learning programs that bridge the digital divide at scale.Gori YahayaCEO and FounderUpskill Digital The results of Lloyds Banks 2021 Consumer Digital Index report are indicative of the wholescale shift to digital that has taken place acros
320、s our work and social lives.Whilst encouraging,we have a way to go to unlock our potential and translate this new-found confidence into jobs and inclusive,long-term sustainable growth.We will be taking these insights through into our own skilling programmes,including GetOn2021,to better equip and en
321、courage employee upskilling and the development of skills for the very real opportunities that exist in digital.Simon LambertChief Learning OfficerMicrosoft UK Its unsurprising to see the increasingly critical role the Internet has played in our lives over 2020,with 1.3 million more people now onlin
322、e and many claiming they couldnt have coped in the pandemic without it.While this is to be welcomed as is the indication that we will retain many of our new,beneficial digital habits too many remain digitally excluded.Over half of these earn low incomes and many live with impairment.We must provide
323、the support they need to overcome barriers and ensure all of society can enjoy the benefits of a connected life.Eleanor BradleyInterim CEO and MD,Registry&Public BenefitNominet The insights from this report make it clear the pandemic has had a tangible impact on how people use the Internet and assoc
324、iated technologies to manage their physical and mental health in particular.At Lloyds Banking Group the accelerated efforts within digital healthcare have allowed us to support and provide medical services to all of our colleagues at LBG during these challenging times.Dr Alasdair EmslieChief Medical
325、 OfficerLloyds Banking Groupu48Partner quotes UK Consumer Digital Index 2021 The pandemic has turbo-charged the pace of change as we move to being an increasingly digital society.It has also highlighted the gap between those with digital skills and those without,and the impact that being digitally e
326、xcluded has both from a social and economic perspective.Within West Yorkshire and as a Digital Skills Partnership,making sure no one is left behind and everyone has the opportunity to develop essential digital skills as we build back better has never been more important.The report provides great ins
327、ight into regional and national trends and signposts the importance of digital inclusion,the growth of digital skills and the fact that all parts of society require these skills to engage and thrive in the post pandemic world.Mandy Ridyard and Bill JonesCo-chair of the West Yorkshire Digital Skills
328、Partnership This report shows in detail how COVID-19 has shone a spotlight on the huge importance of digital inclusion.Millions more are now online,due to the wonderful array of projects supporting people digitally,in whatever way matters most to them.Yet the dial of impact still moves slowly,with h
329、uge numbers of citizens left behind in the digital world,something the report clearly states still mainly impacts those on low incomes.But digital is the leading lever to tackle these problems.We are excited to have played our part this year with our support of LBG customers through our helpline.Mat
330、thew AdamChief Executive OfficerWe Are Digital In Greater Manchester we believe that everyone whatever their age,location,or situation,should be able to benefit from the opportunities digital brings.In 2020,GMCA launched the Digital Inclusion Agenda for Change with a strong ambition to become a 100%
331、digitally enabled city-region.The Lloyds Bank UK Consumer Digital Index will be an important tool in helping GM achieve this ambition,helping us understand the extent of residents digital and financial capabilities,as well as better understanding how residents are engaging with an increasingly digit
332、al world post-pandemic.Phil SwanDigital DirectorGreater Manchester Combined Authority Before the pandemic,millions of disabled people already faced barriers accessing digital technology.But,for those who were shielding over the past year,some of whom still are,digital has been the only access point
333、for engaging with society.Disabled people have raised concerns with Scope about access to food and other essentials,paying utility bills,and remaining connected to loved ones.The unexpected silver lining of the pandemic has been the embracing of flexible home working by businesses,after decades of resistance.For many,this has led to an easier,more accessible,work environment.However,vital action m