Digital exclusion affects around 20% of the population, creating a significant challenge for energy networks seeking to communicate effectively with these customers, particularly during gas emergencies or planned works.

Many individuals may lack access to digital devices, have limited digital skills or simply choose not to engage with digital platforms. As a result, traditional communication channels are not always effective in reaching those most in need.

To address this, we launched an innovative project to better understand digital exclusion and develop new ways of communicating with these customer groups.

Working in partnership with Cadent, National Grid and specialist organisations, Thunk and Good Things Foundation, the project focused on engaging directly with digitally excluded communities to understand how they receive information and identify the ways to best communicate with them.

Through extensive research and face-to-face engagement, we gathered insights from people with limited or no access to digital technology, people who do not speak English as a first language, and migrant communities.

The work highlighted the complexity of digital exclusion and confirmed that no single solution would meet all needs.

Using these insights, the project team co-created a range of potential solutions designed to improve communication with digitally excluded customers.

Each concept was developed based on real customer needs, ensuring solutions were practical, inclusive and user focused. The initial phase of the project successfully delivered these two viable concepts, with both now progressing into prototype development.

This next stage will focus on testing the solutions in real-world settings, refining designs based on user feedback and exploring how these innovations can be scaled across the network.