People with Disabilities and Digital Exclusion in the UK
People with disabilities, those living in poverty, or with serious health conditions are facing significant challenges due to digital exclusion. The Department of Work and Pensions’ (DWP) unchecked roll-out of new technologies has left many in a bureaucratic limbo, according to a recent report. The report, “Too Much Technology, Not Enough Empathy,” highlights how the constant testing, implementation, and rollback of costly AI and digital systems for Universal Credit (UC), Personal Independence Payment (PIP), and other social security programs have created a system that is inaccessible for those already marginalized.
Many claimants do not have reliable access to digital devices or the internet. Affordability, language barriers, and long phone wait times have all contributed to this digital divide, making it difficult for people to navigate the DWP’s systems.
“The DWP’s focus on reducing costs fuels an overreliance on problematic technologies. Meanwhile, people struggle to meet basic needs due to cuts in social security, yet the department prioritizes experimental tech to monitor claimants,” said a researcher specializing in technology and human rights.
This tech-driven system for claiming and managing benefits adds to the strain on vulnerable individuals, increasing their sense of dehumanization while they fight to access essential support.
Research Background
This report builds on Amnesty International’s 2025 study, “Social Insecurity,” which details how the UK’s social security system needs a complete overhaul to comply with human rights standards and secure a decent living for all. The findings come from questionnaires and focus groups with 782 social security recipients and advisors, conducted between October 2024 and January 2025.
The Perfect Storm: Pre-existing Flaws and New Challenges
Years of austerity cuts combined with new digital technologies have created a perfect storm. Existing flaws in the social security system are worsening, while new issues arise from automated systems and AI-driven assessments. These technologies carry risks of biased or incorrect decisions that can seriously affect claimants’ lives.
Digital exclusion often stems from a person’s living situation, education, health, and income — factors that automated systems struggle to fully understand. One claimant noted how gender and socio-economic status limited her ability to access online services.
She explained: “I’m quite illiterate. Many women and men my age can’t use these systems. They send me letters on my phone that I can’t open. I don’t have an iPad and can’t afford one. So I call, but then I can’t open the info they send me.”
Human Rights Concerns
The extensive data collection behind these digital systems raises serious concerns about privacy, data protection, and human dignity. While using data to determine eligibility isn’t new, the scale and speed of processing today introduce fresh risks.
“Treating people as data points and relying on whether they fit predefined criteria ignores their complex realities. This approach diminishes their needs and reduces access to personal support from human caseworkers,” the report states.
Amnesty International has called for an independent review of the social security and digital systems used by the DWP, urging the removal of any technology that violates human rights. They emphasize the need for AI regulations that ensure transparency, explainability, and that digital systems should never be mandatory.
Moving Forward
The challenges presented by digital exclusion and automation in social security require urgent attention. Government officials must balance efficiency with empathy, ensuring that technology supports rather than hinders access to essential services.
For those working in government roles, understanding these issues is crucial. Digital tools should enhance service delivery without creating barriers. Clear policies, accessible alternatives, and human oversight are key to protecting the rights and dignity of all claimants.
To learn more about AI and automation’s impact in public services and explore practical courses on ethical and effective AI use, visit Complete AI Training.
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