Research and analysis

Assisted digital and digitally excluded support needs

This research explores the characteristics and needs of UK adults who are digitally excluded or require support to engage with HMRC's digital services.

• From: HM Revenue & Customs
• Published: 8 October 2020

Documents

Assisted digital and digitally excluded support needs

Ref: HMRC Research Report 580

PDF, 732 KB, 70 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email different.format@hmrc.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

This report provides updated information on the prevalence, characteristics and support needs of adults in the UK who are digitally excluded or require support to access HMRC’s digital services.

The objectives of this research were to:

• identify the size and make-up of the population are digitally excluded or need support to access digital services (assisted digital)
• understand awareness of HMRC digital services
• understand the barriers to using digital services
• understand the support people need to use digital services
• understand how the barriers and support needs differ across assisted digital and digitally excluded populations

Published 8 October 2020