We often hear that services are now “quick and easy” because they’re online.
But that’s not what we’re seeing on the ground.
Over the past few weeks in one venue, the support we have been providing hasn’t been high in volume but it’s been intense, detailed, and relentless. The common thread running through almost every situation? Online forms. In a single session this week, we supported one person to complete:
- A child disability living allowance application
- A free childcare application
- A child benefit application
- A council tax reduction application
Each form required similar information, but in slightly different ways. None of the systems connect. Nothing is saved across platforms. And every time, the person had to retell their story from scratch.
This is what “digital efficiency” looks like in practice. Not streamlined. Not simple. Just repeated effort, high mental load, and a real risk of giving up halfway through.
The forms are only one part of the challenge. They sit alongside real-life situations that are often urgent, stressful, and complex.
In the same session, we’ve supported people with:
- Challenging a Section 21 eviction notice
- Reporting fraud after a credit card was taken out in their name
- Understanding immigration status through an eVisa system
- Getting connected with SIM cards to access services in the first place
- Navigating professional accreditation, like a doctor from Norway trying to practise in the UK while improving their English
All of these situations rely, in some way, on digital systems. And all of them assume a level of confidence and understanding that many people simply haven’t been supported to build.
This is what digital exclusion looks like now. Not always visible. Not always urgent at first glance. But time-consuming, draining, and quietly blocking progress.
The shift to digital-first services has happened quickly, but without enough focus on the people expected to use them.
What we’re seeing is:
- Systems designed to be completed, not understood
- Services that don’t join up, increasing duplication
- Processes that rely on confidence, literacy, and persistence
If you already feel overwhelmed, unsure, or under pressure, these systems don’t just slow you down, they can stop you altogether.
And when forms don’t get finished, people miss out on financial support, housing stability, legal protection, and opportunities to move forward.
Digital access isn’t just about having a device or an internet connection. It’s about having the confidence, knowledge, and support to navigate systems that are often far from simple.
“We’re not seeing people fail digital systems. We’re seeing digital systems fail people.” Ryan from Starting Point
Until services are designed with real lives in mind, online forms will continue to be one of the biggest barriers to people not just accessing support, but thriving.