Beyond Access: Why Digital Inclusion Demands Bold Leadership and Community-First Thinking
A Conversation with Jess Flack, Digital Inclusion Lead Officer for Essex County Council.
Authors – Dr Jamie Farnell-Smith and Mark Trewin.
In a rapidly digitalising world it’s easy to assume the digital divide is shrinking but it’s not. Jess Flack, Digital Inclusion Lead Officer at Essex County Council challenges that assumption and believes it masks an uncomfortable truth: the gap between those who thrive in a digital society and those left behind is not just persistent, it’s growing, and the solution isn’t more tech, it’s smarter, more human focused leadership.
“I hate social injustice,” Jess says. “Digital exclusion isn’t just a tech issue, it’s a poverty issue. And if we don’t work together to tackle it, we’re failing the communities we serve.” Along with Mark who joined me for the conversation with Jess, as someone who has spent decades in leadership roles in public organisations with a social mission I align completely with this perspective not least because when we create a more equitable world, all boats float higher as the saying goes.
Digital Inclusion: The Three A’s That Matter
For Jess, digital inclusion is about the three A’s: access, affordability, and adoption of skills. But she’s quick to clarify that this is not the same as accessibility. “It’s not a one-size-fits-all solution,” she explains. “We need to think beyond devices and connectivity. We must support alongside digital services. Without it, inclusion becomes exclusion by design.”
Jess’s example of a local recycling centre that moved bookings entirely online, leaving those without email or devices unable to comply, is a powerful reminder of how quickly systems can alienate. I’ve long believed that with any innovation we should always question what the unintended consequences might be as if we do that we stand a better chance of designing systems and processes for everyone.
Chrome OS Flex is a perfect example of this where repurposing old and un-used devices extends the life and performance of your Macs and PCs alongside the Chromebooks you already own, for a more sustainable fleet
To enable the Council to run its fleet on the most energy-efficient cloud, while also not discarding its aging devices but revitalising them and reducing the amount of e-waste sent to landfill, is the perfect way to increase digital inclusion and reduce waste. A perfect example of a human-focused solution is the approach of revitalizing and repurposing aging or unused technology. This strategy not only extends the life and performance of a device fleet but is a powerful commitment to sustainability.
By focusing on making technology assets more energy-efficient and reducing the amount of e-waste sent to landfills, organizations can simultaneously champion both environmental responsibility and increase digital inclusion within their communities.
Leadership Must Leave the Bubble
Leadership Must Leave the BubbleJess believes many leaders operate in “curated bubbles,” unaware of how their digital decisions impact the real lives of vulnerable people. The COVID-19 pandemic offered a brief glimpse into that reality, but the lessons are fading fast. “We need to educate leaders on the opportunity cost of not addressing digital inclusion,” Jess urges. “It affects employment, access to services, social mobility, everything.”
Jess’s work with the Local Government Association has led to best practice models, like embedding digital exclusion risk indicators into equality impact assessments. It’s pragmatic, strategic, and it’s working.
Silos Are the Enemy of Progress
One of the biggest blockers to progress? Organisational silos. “We need connectors, people who break down barriers across departments,” Jess insists. Her solution is refreshingly practical: innovation events, knowledge-sharing initiatives, and even a proposed wiki of AI use cases to encourage cross-sector collaboration.
“Residents face their own barriers too, fear, self-doubt, stigma,” she adds. “We must use education and storytelling to overcome those perceptions. Data gets you partway there. Stories bring people on the journey.”
Scaling for Good: Think Big, Share Freely
Rather than hoard success, Jess champions the idea of “lift and shift”, taking proven models and adapting them nationwide. Her programme training asylum seekers as digital champions is a prime example, and her philosophy is clear: “The cost of not training someone because they might leave is far greater than the cost of investing and seeing the ripple effects.”
Jess encourages those in the sector to “think big and overcome cynicism,” a mindset she believes is essential for true systemic change.
Jess also sounds the alarm on the unintended consequences of AI. “If digitally excluded communities don’t have a voice in AI development, we risk building systems that reinforce bias and exclusion,” she warns. Her suggestion? Teach critical thinking alongside digital ones, and ensure AI auditing is baked into policy.
“AI is like a teenager, it’s still learning. But who’s teaching it? If we don’t involve everyone, its perspective will reflect only a privileged few.”
Cut the Red Tape, Unleash the Talent
When asked what single change could most accelerate digital inclusion, Jess’s answer is both pointed and inspiring: “Just get out of people’s way.”
There’s talent, passion, and innovation in communities and councils across the country, Jess argues. But too often, it’s strangled by bureaucracy. “We’ve got the people. We just need to stop putting obstacles in front of them.”
Jess Flack is a powerful voice in digital inclusion, a leader who blends community empathy with strategic insight. Her message is clear: digital equity isn’t about giving people gadgets. It’s about removing the barriers that prevent people from participating fully in society. To achieve this takes bold leadership, partnership, and a willingness to listen and learn.
And perhaps most importantly, it takes faith in people. As Jess puts it, “Work with the communities not just because they need support, but because we need them too.”
Let that be the rallying call for a more inclusive digital future.
The partnership with technology providers such as www.c-learning.net is key to making this a reality, demonstrating how smart technological solutions can have a profound and lasting impact.
To start your journey, email Connect@c-learning.net
