Who will be your digital carer?

Who will be your digital carer?

As government departments, banks, utility companies and the NHS increasingly move services online, a new role is emerging in households and communities across the UK: the digital carer.

A briefing presented to the All-Party Parliamentary Group (APPG) on Digital Inclusion warns that millions of people now rely on family members, friends, neighbours and frontline staff to help them access essential online services. Yet this support remains largely unrecognised and unsupported.

The briefing, prepared by representatives from CILIP, the library and information association, and Arts Council England, argues that the UK’s “digital first” approach assumes that everyone can confidently manage online systems independently. In reality, many people cannot.
 

More than half of adults provide digital support

Research cited in the briefing suggests that around 25.3 million UK adults, equivalent to 52.9% of the adult population, helped someone else online during 2024. This can include tasks such as:

• Booking GP appointments
• Managing NHS App accounts
• Completing benefits applications
• Accessing online banking
• Paying bills
• Managing utility accounts
• Filling in council forms

The report estimates that the time spent providing this support in England is equivalent to more than 134,000 full-time workers.
 

 

Digital exclusion is not going away

While digital services can be convenient and efficient, the briefing warns that the number of people lacking confidence online is expected to increase over the coming years.

One reason is the ageing population. The number of people living with dementia in the UK is expected to reach 1.4 million by 2040, while many others experience mild cognitive impairment, memory problems or fluctuating capacity that can make digital systems difficult to navigate.

Digital barriers are not limited to older people. Disabled people, people with learning disabilities, those with limited internet access, and anyone who lacks confidence with technology may also need support.
 

When digital services become a barrier

The briefing includes examples of people struggling to access healthcare because services required them to complete online forms or use digital systems they found confusing.

One former GP described older people and disabled patients struggling to complete applications for services such as Blue Badges and Attendance Allowance. Others highlighted the difficulties faced by people who do not own smartphones or have reliable internet access.

The authors warn that when digital systems become the default route to essential services, people who cannot use them independently risk being excluded altogether.
 

Libraries providing a safety net

The report highlights the important role played by public libraries, which often provide access to computers, internet connections and staff support for people who have nowhere else to turn.

Library staff increasingly find themselves helping people navigate benefits systems, healthcare services and other online processes, effectively acting as informal digital carers.

The authors argue that trusted community services such as libraries should be recognised and properly supported as part of the UK’s digital infrastructure.
 

Calls for action

The briefing urges government to recognise digital carers as an essential part of modern public services and to undertake a cross-government review of digital dependency.

Among the recommendations are:

• Better systems for proxy access to healthcare and other services
• Clear guidance for people supporting someone else’s digital affairs
• Improved accessibility standards for online services
• Better data on the scale of digital care across the UK
• Greater support for public libraries and community organisations
• More consistent arrangements across healthcare, financial and public services

The authors argue that digital transformation can only succeed if it works for everyone, including those who cannot manage online systems independently.
 

An invisible workforce

For many readers of Independent Living, the idea of a digital carer will feel familiar. Whether helping a parent use the NHS App, supporting a partner to manage online accounts, or assisting a disabled family member with forms and appointments, millions of people already perform this role every day.

The question raised by the briefing is whether public services are doing enough to recognise that reality.

As more essential services move online, digital support may become just as important as practical or personal care in helping people maintain their independence.
 

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Further reading and resources

You can find out more about CILIP on their website (external link will open in a new browser tab or window)

You can find out more about Arts Council England on their website (external link will open in a new browser tab or window)

We have an area of Independent Living dedicated to products and services to help with dementia and cognitive impairment

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