The increasing use of the internet for accessing key services-such as banking, government and council services-has implications for those who are not equipped, unable or unwilling to use them. Digital exclusion (including a lack of increasingly so as more move online by default.
Citizens Advice Scotland survey (2018) showed respondents unable to download or save online documents without help, or only able to access the internet through their phone, making completion of forms online very difficult. One example from the sheriff Court showed a claim from with eleven pages even before any information is entered by the user, with fairly large sections of text required to explain the case circumstances.
