What does digital inclusion really mean in a world rushing towards AI, automation and digital-first services?

Send us Fan MailIn this episode of Up, Up and Away, Dom Burch and Saira Arif sit down with Emma Weston, founder of Digital Unite, to explore one of the most important—and often overlooked—questions in digital health and public services:Who are we leaving behind?As Digital Unite marks its 30-year anniversary, Emma reflects on why digital exclusion remains such a persistent challenge. The conversation explores how decades of well-intentioned effort have failed to shift the dial—largely because we’ve been trying to solve a systemic problem with short-term, project-based thinking.Emma makes a compelling case for reframing digital inclusion—not as a side initiative, but as a core organisational responsibility. In a world where digital is now the front door to healthcare, services and opportunity, inclusion must be treated as a long-term investment in people, access and outcomes.The episode also examines the growing impact of AI. While full of promise, it risks widening existing inequalities if we haven’t yet addressed the fundamentals—digital confidence, literacy and access. From people without email addresses to care leavers navigating a digital-first world, this conversation brings big ideas back to real human experiences.Crucially, it’s not all doom and gloom. Emma shares what is working—from Digital Champions to community-led support—and leaves listeners with a practical challenge:Where are we still treating digital inclusion as a bolt-on—and what would it look like to make it part of how we operate every day?🔑 Key ThemesDigital exclusion isn’t going awayDespite 30 years of effort, the problem persists—and in many cases is getting worse.We’re solving the wrong problem the wrong wayShort-term projects can’t fix a long-term, structural issue.Digital literacy is now a basic life skillAs essential as reading, writing and arithmetic in modern society.AI could widen the gapWe’re accelerating into the future without fixing the foundations.Access doesn’t equal inclusionDevices and connectivity aren’t enough—confidence, skills and usability matter.The power of Digital ChampionsPeer-to-peer support and community networks are key to scaling impact.From funding to investmentDigital inclusion should be embedded into how organisations operate—not treated as a nice-to-have.Start with conversation, not perfectionSmall, practical steps—especially across teams—can begin to drive real change.Find out more Emma Weston and Digital Unite.