Sunderland aims to lead UK on digital inclusion

Sunderland is aiming to become one of the UK’s most digitally inclusive cities by 2035, with a strategy that moves beyond connectivity to embed digital skills, confidence and support across every community.

The city’s new digital inclusion strategy targets persistent inequalities linked to access, skills and affordability, as more essential services move online. In Sunderland, digital exclusion remains closely tied to wider social challenges, disproportionately affecting lower-income households, people with disabilities and those without formal qualifications.

Liz St Louis, Director of Smart Cities and Enabling Services, Sunderland City Council, told Cities Today that the city’s ambition goes beyond infrastructure to focus on long-term inclusion.

“For us success is a truly digitally inclusive city. A city where everyone, regardless of age, ability, income, or background has the access, skills, confidence and support they need,” she said. “Our City Digital Inclusion Board and its four workstreams will lead impactful projects with clear deliverables throughout the life of this strategy, turning its priorities into action.”

Since 2023, Sunderland has helped more than 10,000 residents get online through a growing network of community-based digital health hubs (main image), while full-fibre connectivity has expanded from 25 percent to 82 percent of households. Over the same period, the proportion of digitally excluded residents has fallen from one-in-three to one-in-four.

From access to confidence

While improving access to affordable internet, data and devices remains a core priority, city leaders are placing equal emphasis on building digital confidence and skills, particularly among harder-to-reach groups.

Sunderland’s digital health hubs–which have expanded from 22 pilot sites in 2024 to 37 today–are central to this approach. Delivered within local communities, they provide informal support alongside structured training, helping residents develop practical skills in a familiar environment.

The city has also introduced smart and assisted living technologies in more than 6,900 homes, supporting vulnerable residents to live more independently while engaging with digital services.

“Access to internet, data and devices is a vital part of our strategy–without it, some people simply can’t participate,” St Louis said. “Beyond that, we have a wide range of initiatives rooted in community Digital Health Hubs. Digital volunteers… share digital tips and stories with residents as part of a social experience.”

Programmes such as Techy Tea Parties, Confidence Clubs and peer-led support from nearly 200 “Tech Mates” are designed to reduce barriers to engagement and make digital participation more accessible.

A joined-up approach

A defining feature of the strategy is its emphasis on partnership and coordination. Sunderland City Council is working with health services, community organisations and other partners to deliver a more integrated approach, addressing common challenges such as fragmented services and short-term funding.

“We see this not as Sunderland City Council’s strategy–but the city’s,” St Louis said. “When different services work together on digital projects, the whole city becomes more connected and fairer.”

The strategy also introduces a clearer framework for delivery, including a dedicated Digital Inclusion Board and multiple workstreams focused on areas such as skills, access and service design. Among the measurable goals is a year-on-year increase in residents achieving recognised digital skills certifications.

“This is a complex and nuanced topic, but the principle we always return to… is that innovation should improve people’s lives,” St Louis added. “Digital is for everyone, so the greatest pitfall is to put the technology first, people second.”

Images: Sunderland City Council