Closed petition Provide a legal right to access certain services without a digital device

Government responded

This response was given on 25 November 2025

We are committed to ensuring public services are accessible and inclusive for all. We are determined to ensure everyone benefits from technological change, and understand some people may need support.

Digital inclusion can transform people’s lives for the better. Families can save money on their groceries and energy bills when they shop online; those looking for work can find better job opportunities and earn more; and people can more easily access the services they need – including the NHS and welfare. Research from the Centre for Social Justice (https://www.centreforsocialjustice.org.uk/library/left-out) shows that people who are online are more likely to be in well-paying jobs and can save up to 25% on things like home insurance, train travel and food compared to consumers who are not online.

That is why we published the Digital Inclusion Action Plan, which sets out our immediate actions to deliver digital inclusion for everyone across the UK, regardless of their circumstances. One of these actions is to make government digital services easier to use by improving the whole experience for users to save them time and money. Other actions include boosting digital skills and confidence and getting support to people in their own communities.

UK citizens can access essential public sector services using digital or non-digital means. The government is committed to ensuring public services delivered online and through digital channels are accessible and inclusive.

This is a legal requirement under the Public Sector Bodies (Websites and Mobile Applications) Accessibility Regulations 2018, which means most public sector websites and apps must meet accessibility standards and publish an accessibility statement. The statement should explain compliance status, list any non-accessible features, provide alternatives, and include contact details for reporting issues.

Below we set out some of the ways that people can access public sector services, with or without digital skills or devices, ensuring everyone is supported.

NHS:

To ensure patients are not digitally excluded, GPs should provide the option of telephoning or visiting their practice in person, and all online tools must be provided in addition to, rather than as a replacement for, other channels for accessing a GP. The NHS have also committed to work with digital transformation teams in integrated care boards (ICBs) and with groups at risk of digital exclusion to ensure digital solutions are inclusive.

People unable to access online services, or visit their GP in person, can ask for a feature called proxy access available through the NHS App. This function allows a trusted relative or carer to act on the patient’s behalf and can be set up through the patient’s GP surgery, so that they can help them manage their health and care.

Local councils:

Local councils have a legal obligation to ensure their services are accessible. This includes offering non-digital options for all vital services, such as applications for Council Tax reductions, Housing Benefit, and Blue Badges. All public sector bodies, including local councils, must comply with the Web Content Accessibility Guidelines (WCAG), an internationally recognised set of recommendations for improving web accessibility. Services must achieve WCAG 2.2 Level AA as part of meeting government accessibility requirements, meaning websites and mobile apps must be perceivable, operable, understandable and robust.

Government Digital Services:

We are committed to ensuring all public services are accessible and inclusive. This means designing web and digital services that work for everyone. We are doing this by setting strong accessibility principles for public services, through the Government Service Standard. We are also ensuring offline routes are well supported, easy to use and publicised; for example telephone support, alternative paper forms and postal routes, or face-to-face assessments where needed.

Driving licenses:

The Driver and Vehicle Licensing Agency (DVLA) provide effective and efficient alternatives to digital channels, including the paper application route, meaning customers can choose to transact with the DVLA at a time and place that suits them.

Passports:

When applying for a UK passport, you can use a paper passport application form and visit your local Post Office (http://www.postoffice.co.uk/branch-finder) to apply by post. If you need help, Post Office staff can check you’ve filled in the form correctly through the Check and Send service (https://www.gov.uk/how-the-post-office-check-and-send-service-works).

National Digital Identity:

The government has committed to a new, free national digital pass to empower people in their lives. It will be inclusive, secure and useful - supporting fairness across society, built with robust privacy, resilience and security measures, while making it easier to access public services from a modern digital government.

Inclusion is central to the government's plans. As part of our consultation in the new year, we will be considering approaches like a digitally-enabled physical alternative for those without access to technology, in-person onboarding support for those who struggle to engage digitally, and a dedicated case working function for those who may struggle to initially prove their identity and access the system.

Department for Science, Innovation and Technology