Digital Communities Wales: Digital Confidence, Health, and Well-being (final evaluation) (summary)

The Welsh Government’s Digital Communities Wales (DCW): Digital Confidence, Health and Well-being programme is a six-year initiative delivered between July 2019 and June 2025 which aims to reduce digital exclusion and help improve basic digital skills levels across Wales. The Welsh Government invested £6m revenue funding ^{[footnote 1]} into the programme over a three-year period between 1 July 2019 and 31 June 2022 (the first phase, Years 1 to 3). Additional revenue funding of £6m was made available for a further three-year period between 1 July 2022 and 31 June 2025 (the second phase, Years 4 to 6).

DCW aims to reduce digital exclusion and help improve basic digital skills levels across Wales with a focus upon supporting priority groups. Up until the end of March 2024 these were older people aged 50+; working age economically inactive and unemployed people; disabled people and social housing residents. Since April 2024, the programme has focused on supporting older people aged 50+, social housing residents, health sector staff and patients, as well as Black, Asian and Minority Ethnic communities, including Gypsy, Roma and Traveller communities). The programme is delivered by Cwmpas, in collaboration with the Good Things Foundation and Swansea University.

OB3 Research, was appointed by the Welsh Government to undertake an evaluation of the DCW: Digital Confidence, Health and Well-being programme.

The aims of the evaluation were to:

• review and summarise existing evidence around the relationship between digital inclusion and health
• review the effectiveness and efficiency of the delivery of the programme
• assess the extent to which the programme aims have been achieved and targets met
• provide evidence of the outcomes of the programme for individuals and the services they access

The evaluation was undertaken across three key stages to include a process evaluation and Theory of Change (ToC) published in 2021; an interim process and outcome evaluation published in 2022; and this summative final evaluation. It was originally intended that this final evaluation would be conducted in 2022 but was extended to 2025 to coincide with the programme extension. In light of the funding extension, a short update report was prepared in 2023 to review programme performance against targets for the delivery period between July 2019 and June 2023 ^{[footnote 2]}.

This final evaluation draws on activities undertaken between July and November 2024, which involved:

• an inception stage to refine and agree the final stage work programme
• a desk based review of recent policy and strategic documents, DCW programme documentation and monitoring data
• drafting discussion guides for interviewing contributors
• interviewing a total of 13 Welsh Government officials and programme delivery staff from Cwmpas, Swansea University, and the Good Things Foundation
• gathering feedback via interviews and focus groups with 32 staff and beneficiaries from  six case study organisations who engaged with DCW, as well as four DCW advisors who supported these organisations
• re-interviewing representatives from four organisations who contributed to the interim process and outcome evaluation in 2021
• undertaking fieldwork in relation to DCW’s work around the Digital Inclusion Alliance Wales (DIAW) which involved surveying 38 members and facilitating a discussion with members of the DIAW Steering Group
• undertaking fieldwork in relation to DCW’s work with Gypsy, Roma and Traveller communities and disabled communities which involved interviews with representatives from three different organisations which support these communities
• synthesising the findings of the fieldwork and desk-review and preparing a final evaluation report

In terms of programme rationale

There has been a sustained and positive policy focus on digital inclusion issues across Wales, and DCW is frequently recognised as a key programme for advancing these policy objectives.

DCW has positively contributed and influenced digital inclusion policy development in Wales, particularly in the creation of Wales’s Minimum Digital Living Standard (MDLS).

DCW has made a positive contribution to reducing the number of digitally excluded. people in Wales although other external factors, such as the COVID-19 pandemic and a rise in online services, have also been instrumental in halving the proportion of adults in Wales not using the internet since 2012/13.

There has been a recent levelling off of the proportion of digitally excluded people in Wales and those who remain digitally excluded are becoming increasingly difficult to reach. They are also more likely to need more intensive, hands-on, face-to-face support to engage with the digital world. As a primarily virtual intervention, DCW is currently not designed to provide this level of targeted support.

There is a strong case for continued Welsh Government investment in digital inclusion initiatives across Wales. There is also a need for the Welsh Government to provide greater direction to the health sector on what constitutes good practice, such as the need for a digital inclusion strategy and digital transformation teams.

In terms of the progress made by the programme

DCW has undergone considerable change since our interim evaluation report was prepared. The introduction of a thematic approach since April 2024, in response to proposed funding cuts, has enabled DCW to work in a more targeted manner.

The intensified support for Gypsy, Roma and Traveller communities appears to be effective and could serve as a model for engaging other under-represented groups in the future.

DCW has become more strategic in its operation over time, and is fulfilling its ambitions through stronger collaboration with key stakeholders.

DCW has established itself as a highly respected entity and the DCW brand, which has become highly recognised and valued, should be retained in the future.

In terms of programme performance

DCW has performed well against its various Key Performance Indicators (KPIs) over its six-year funding period and it looks realistic that the programme will achieve, possibly exceed its current KPIs by June 2025.

Whilst progress against the target of supporting health and social care staff was initially slow, this improved over time due to increased engagement from health and social care organisations.

Recruiting and training volunteers has remained challenging since the pandemic. Whilst removing these targets from April 2024 onwards was appropriate, it does raise questions about the underlying theory of change for DCW, given that it was originally designed on the premise that volunteers would cascade digital skills and knowledge to others.

DCW has faced challenges in meeting its target for private sector organisations, and programme performance against this KPI has been unsatisfactory. On the basis of this under-performance, it would be worth exploring alternative approaches to work with the private sector in the future.

There may be a case for DCW to use more of its resources over the remaining programme period to provide intensive support for under-represented, digitally excluded individuals.

Revisions to DCW’s KPIs to accommodate the impact of external changes and changes to programme delivery, has made it difficult to quantify the overall achievements over the six-year period. Adopting broader KPIs which offer greater flexibility and which align with the definitions set out for the MDLS would be worth exploring in the future.

In terms of the difference made by the DCW programme

There has been an increase in awareness and meaningful engagement with digital inclusion, and therefore the DCW programme, across target organisations, particularly amongst health sector organisations, over time.

The loaning of digital equipment to organisations and their users or members is a highly effective component of the programme, where this is embedded into wider support and training provision.

There is good evidence that DCW has supported organisations to identify digital skills gaps within their workforce and provided targeted digital skills training to help address these.

DCW has significantly enhanced the training capacity of organisations that would otherwise be unable to deliver such a comprehensive programme to their workforce.

Whilst the evaluation has highlighted excellent examples whereby trained staff share their newly acquired digital skills with colleagues and members of the public, this does vary from one setting to another.

There is good evidence that individuals supported by DCW, such as library users, care home residents, community group members and health patients, are using technology to better manage their health and wellbeing. Improvements in wellbeing and mental health have been experienced as a result of improved digital connectivity which helps alleviate loneliness or by enhancing individuals’ ability to manage their own health using various digital equipment.

There is evidence of increased ownership of digital inclusion amongst supported organisations. In some cases, digital inclusion has been fully embedded into organisational strategy and resulted in the establishment of digital transformation teams and an ongoing programme of digital training for the workforce.

The withdrawal of DCW intervention could result in a loss of momentum across some supported organisations who face leadership issues, financial constraints and limited policy support to sustain their digital inclusion efforts.

In terms of the Digital Inclusion Alliance Wales (DIAW)

The network has grown and expanded its membership base but further diversification of membership is necessary. It has also secured greater clarity in its purpose and adopted a more structured approach to delivering its priorities.

The DIAW has been an effective mechanism to share best practice, facilitate cross-sector collaboration and provide a strong platform for advocating digital inclusion.

The network is not in a position to be self-sustaining and without further Welsh Government support, there is a risk that it will cease to exist.

There is scope for the DIAW to become more involved in tangible, on-the-ground initiatives to directly address issues such as data poverty.

The evaluation offers 10 recommendations for the Welsh Government to consider for the future.

1. Digital inclusion warrants a greater priority across the Welsh Government and Welsh Government funding for digital inclusion should be considered as a cross-cutting area of work, and not restricted to one or two Welsh Government departments.
2. Any future funding for digital inclusion initiatives should include resources to target and offer intensive support for under-represented, digitally excluded individuals. There is scope to explore the use of flexible, place-based mechanisms to deliver more hands-on support to specific target audiences, drawing as appropriate upon the input of volunteers and successful DCW initiatives such as Digital Heroes.
3. The thematic approach adopted during 2024 should be maintained and used to inform the design and structure of future digital inclusion programmes.
4. There is value in retaining the DCW brand beyond June 2025, along with the national strategic and coordinating functions undertaken by the programme.
5. The Welsh Government should consider how the private sector could be better engaged to address digital exclusion issues across Wales. Consideration should be given to working with an appropriate organisation or initiative which has the necessary reach and influence across this sector.
6. More flexible funding targets should be set for any future digital inclusion programmes, which do not need to be amended to accommodate major revisions to the programme of work over time.
7. Any future digital inclusion interventions should capture and report on outcomes which are aligned to the definitions set out within the MDLS.
8. Any future digital inclusion initiative should continue to make available digital equipment to organisations and their beneficiaries on a loan basis, provided this forms an embedded element of the support provided.
9. The Welsh Government should continue to financially support the DIAW over the next three years. Over this period of time, member organisations should be required to make a financial contribution to the DIAW, with the aim of gradually reducing the Welsh Government's share of overall funding over time.
10. Any future Welsh Government funding provided to the DIAW should require the DIAW to test proof-of-concept initiatives and be aligned to specific outputs and outcomes. Given DCW has had relatively little success in engaging the private sector, this might be one suitable area to explore.

[1] Revenue funding differs to capital funding in that it funds fixed or short-term activities such as staff. Capital funding is used to fund purchases which can be used over a longer-term period such as equipment.

[2] Digital Communities Wales: Digital Confidence, Health and Well-being

Report authors: Bryer, N; and Bebb, H; (2025)

Views expressed in this report are those of the researchers and not necessarily those of the Welsh Government.

For further information please contact:
Dr Angela Endicott
Social Research and Information Division
Knowledge and Analytical Services
Welsh Government
Cathays Park
Cardiff
CF10 3NQ
Email: SocialJusticeResearch@gov.wales

Social research number: 16/2025
Digital ISBN: 978-1-83715-319-0