A new study has warned that digital-first services must not become digital-only after finding high levels of digital exclusion among UK veterans.
The Veterans’ Digital Needs Study surveyed 1,607 veterans to examine digital access, barriers and needs.
It found that 41.7% of respondents reported digital exclusion, measured by whether they had ever felt excluded or disadvantaged because of a lack of digital access or skills.
 |
Get weekly jobs and transition advice. Unsubscribe anytime. |
The study said digital exclusion is not simply about whether someone owns a smartphone or has internet access.
Many veterans had access to devices and described themselves as confident using digital technology, but still reported barriers including cost, limited data, privacy concerns and difficulties using online services.
Among respondents, 60.2% reported a cost barrier and 57.7% said they sometimes or often ran out of phone data or minutes.
Just over half, 52.2%, had accessed healthcare services online in the past year, while 48.7% had accessed government or public services online. More than a quarter, 26.3%, reported difficulties using digital platforms for essential services.
The study noted that the survey was completed online, meaning veterans with the most severe digital exclusion may be under-represented.
Researchers said this suggests digital exclusion is present even among veterans who are already online.
The study also found links between digital exclusion and poorer mental health.
After accounting for a range of factors, digitally excluded veterans had 38% higher odds of probable depression, 63% higher odds of probable anxiety and 85% higher odds of probable loneliness.
The study does not prove that digital exclusion causes poorer mental health, because it was cross-sectional.
Researchers said the relationship could work in both directions, with poor mental health making it harder to use digital systems, while digital exclusion may also make it more difficult to access support, stay socially connected or complete essential tasks.
The findings come as digital services become increasingly central to healthcare, welfare advice, government support and social connection.
For veterans, online services can make specialist support easier to access, particularly where services are geographically dispersed.
However, the study warns that digital transformation can create a new barrier if online systems become the only practical route into support.
It says veterans who struggle with digital systems may face delayed help-seeking, incomplete applications or disengagement if appointment systems, forms, triage, welfare applications and charity support move primarily online.
The study calls for digital needs screening to become routine across veteran-facing services.
It says services should ask about affordability, access to data, confidence, privacy, trust and whether someone has help available, rather than simply asking whether they have a device.
It also says telephone, postal, community-based and face-to-face routes should remain available for people who cannot use digital services easily or safely.
Other recommendations include recognising data, connectivity and device reliability as access issues, providing clear explanations of how personal data is handled, and designing digital services that work on older devices, use plain language and minimise data use.
The study also says services should measure not only who uses digital provision, but who is not being reached.
Researchers concluded that digital innovation can improve access for the Armed Forces community, but only if digital inclusion is built in from the start.
They said digital-first services should be supported by practical safeguards, including privacy reassurance, help with affordability and skills, and genuinely available non-digital routes into support.
