The North East and North Cumbria (NENC) Digital Inclusion Programme is driving systemic change to tackle digital exclusion and
ensure equitable access to health and care services.
Through strategic oversight, coordinated projects, and strong partnerships, the programme embeds digital inclusion across workforce practice, community support, and service design. By developing resources, identifying opportunities, and engaging the wider system, it strengthens sustainable capacity and helps bridge the region’s digital exclusion ensuring that as services move
online, no one is left behind.
The challenge
Digital exclusion in NENC is higher than the national average, with only 81% of adults reporting foundational digital skills, the lowest in England.
Delivery spans NHS organisations, local authorities, and voluntary, community, social enterprise (VCSE) partners, all operating with limited and time-bound funding.
The programme needed to:
- Target funding effectively
- Ensure fair and consistent decision-making
- Support delivery partners with limited resources
- Align digital inclusion activity with the wider system through partnerships
- Raise digital inclusion awareness across workforce.
The solution
The programme operates through structured processes, guidance, and system-wide coordination to ensure funded projects are effective and accountable.
Key components include:
- Streamlined Expression of Interest (EOI) process, generating 28 submissions in 25/26, with clear criteria aligned to NENC Integrated Care System (ICS) Digital Inclusion Strategy priorities.
- Collaboration and knowledge-sharing initiatives, such as the NENC ICS Digital Inclusion Steering Group and the Boost Learning Academy Digital Inclusion module, to encourage joined-up working across health, local authorities, education, and the voluntary and community sector.
- Development of resources and tools, including training, eLearning, and newsletters, to strengthen workforce capability and promote best practice across the region.
The results
The programme has delivered tangible results across individuals, workforce, and system-wide priorities:
- Enhanced digital skills and confidence for just under 1,000 individuals through drop-ins, home visits, and community events.
- Distributed almost 500 repurposed devices, increasing access to technology and capturing learning through a playbook.
- Captured measurable efficiency gains via the Great North Care Record: 7,400 accesses saved £8,308 of staff time.
- Exceeded workforce training targets, with Digital Inclusion packages piloted in Gateshead and Newcastle, engaging 167 participants in six months, with 96% recommending the training to colleagues.
- Doubled the NENC ICS Digital Inclusion Steering Group membership to over 60 representatives, strengthening regional collaboration and motivation.
- Reached thousands through the partnership with Foundation of Light’s high-profile NHS App awareness campaign at Sunderland’s Football Club Stadium and the Beacon of Light.
- Streamlined a new version of the Digital Exclusion Heatmap and contributed to the National Digital Exclusion Risk Atlas to support targeted approaches.
- Delivered inclusive training initiatives on Boost Learning Academy, such as deaf awareness training and with unlimited potential for wider adoption.
- Across projects, 31 volunteers were recruited and trained in digital inclusion, creating a network that strengthens skills, boosts digital confidence, and amplifies regional impact.
- Published an interactive Digital Inclusion Awareness eLearning for workforce across the North East and Yorkshire, with potential for national adoption and mandatory training.
- Developed a monthly programme newsletter to strengthen shared learning and highlight upcoming regional events.
Looking ahead
The ambition for the upcoming years is to move beyond time-limited projects and embed digital inclusion as a core principle of service design and delivery.
Key priorities include:
- Working with Department for Science, Innovation and Technology to support inclusive digital service design.
- Aligning with NHS England frameworks to embed equity from the outset utilising resources such as the National Digital Inclusion Risk Atlas and the NENC ICS Digital Exclusion Heatmap.
- Strengthening environmentally sustainable approaches, including device repurposing programmes for regional adoption with health partners.
- Embedding digital inclusion and sustainability expectations within contracts, policies, and commissioning, reducing reliance on short-term funding.
“The Digital Inclusion PMO have been a pleasure to work with, their impact has reached beyond the North East and North Cumbria, they have openly shared resources and learning with North East and Yorkshire system partners, the training module and resources on Boost have been particularly helpful to others in the NEY Digital Inclusion Peer Support Network. They have been professional, optimistic and people are very clearly at the heart of everything they do.”
Vic Grainger, Senior Digital Primary Care Manager – NHS England
“I just wanted to take a moment to share a heartfelt thank you for the continued partnership and support from the PMO team this year. Your friendly, supportive and approachable way of working, alongside the creativity and clear passion you bring to the digital inclusion mission, makes partnership working both effective and genuinely enjoyable.”
Stella Simbo, Newcastle Digital Inclusion in Health and Social Care Project Manager, Connected Voice