Written question WQ83521

Conversation between officials leading on digital and financial inclusion and financial service providers has been limited to date. However, we recognise the importance of this issue and I have asked officials to raise it during future meetings with banks and financial service providers.

Digital and financial inclusion is a key social justice and equalities issue. Tackling the divide between those who are digitally confident and those who struggle to overcome barriers to digital and financial inclusion is a priority for me, to ensure that no one is left behind in our society.

Our Digital Strategy for Wales, a Programme for Government commitment, makes clear our aim to support everyone to gain the motivation, confidence and basic digital skills needed to make informed decisions and choose how they participate in, and make the most of, our increasingly digital world.

To many people, trust and security concerns are key barriers to them embracing digital, and thus accessing financial services. Through our joint digital inclusion and health programme, Digital Communities Wales: Digital Confidence, Health and Well-being, we are working with organisations from all sectors that can help reach digitally excluded people. The programme provides training and support to front line staff, volunteers and organisations to engage with and develop the digital skills of citizens. The training includes information and tips on how to stay safe and secure online, including protecting privacy.

In addition, DCW shares resources produced by National Trading Standards, around scam awareness through social media to encourage families, friends and neighbours to raise awareness, and support vulnerable and isolated people.

To fulfil the needs of Welsh speaking communities, Welsh Government funds GetSafeOnline in order to host, maintain, update, educate and raise awareness for both English and Welsh first-language speakers. The website includes information on protecting individuals, computers and other devices and responsible social networking. The ‘News’ section of the website includes the latest updated information on known scams, such as the recent fake Digital Covid Passport email scam.

Welsh Government also funded the translation of Learn My Way, a platform which supports individuals to develop their basic digital skills free of charge, at a pace and location convenient to them.

Our work is reliant on partner organisations across the public, private and third sectors, as well as committed individuals who can provide the support needed for digital learners of all ages to become digitally confident and to access and use financial services with confidence.

Financial service providers have a role to play in this critical agenda. We know through our work with our own Financial Inclusion Steering Group, the Money and Pension Service Forum and our Digital Inclusion stakeholder network that banks are involved in digital inclusion and financial inclusion education activities - it is clearly in their interest to do so. However, they could and need to do more to ensure that customers are supported to get the digital skills necessary to exploit the full range of banking services confidently and safely. The Barclays Digital Eagles initiative is a good example of the how the financial sector can help to educate and improve the basic digital skills and confidence amongst its customers.

Our DCW programme has engaged with Lloyds, Barclays and NatWest to better co-ordinate digital inclusion activities with customers and communities – but there is always more that can be done.

Through the ‘Digital Inclusion Charter’ which exists to support and champion those organisations in Wales working in the public, private or third sectors who are willing to promote basic digital skills and help people get online, only NatWest has signed the Charter. It consists of six pledges and is a way for organisations to show their commitment to helping digitally excluded people enjoy the benefits of being online and to access financial services and products, particularly older people, people with disabilities, unemployed people, social housing tenants, families in poverty and ethnic minority communities.