“No citizens of Bradford District will be excluded from having access to digital devices, adequate affordable connectivity and the necessary skills to use them to improve their livelihoods.”

This bold ambition lies at the heart of Bradford’s Digital Inclusion Programme – a grassroots, community-powered initiative that is starting to change how people in the area access healthcare, education, employment, and social connection in an increasingly digital world.

Sharon Sanders is working with Bradford Council leading the district Digital Inclusion Programme. As an experienced digital transformation specialist who also works independently on other projects, she prides herself on digital inclusion being at the heart of delivery for every transformation she leads

In a district where 25% of the population is estimated to be digitally excluded, and where over 100 languages are spoken across a richly diverse community, the stakes are high. Digital exclusion doesn’t just mean missing out on emails or online shopping – it can mean isolation, missed medical appointments, and barriers to essential services. But public health professionals in the area are working hard to make sure that their growing use of digital tools creates greater inclusion rather than exclusion.

Sharon Sanders

Digital inclusion as a lifeline

The programme’s impact is best understood through the stories of those it supports. Take Rubina, who was isolated and unaware of how to manage her health online. After attending digital drop-in sessions at her GP practice, she learned to use the NHS App, manage prescriptions, and access community support in her native language. “Attending the sessions helped me leave the house and meet friendly people,” she said.

Or Val, 80, who found herself increasingly reliant on digital tools after the loss of her husband. “In my first session, I learned how to use Google Maps, adjust my phone’s brightness, and connect to Wi-Fi,” she shared. “The digital drop-ins really inspired me, even at my age.”

These stories are not exceptions to the rule. They are the result of a place-based approach that embeds digital support into everyday services – GP surgeries, libraries, family hubs, and community centres – where people already go and feel safe.

Making digital friends

Central to the programme’s success is its “Digital Friends” training – an even more approachable alternative to the more common “digital champion” model. Volunteers, staff, and social prescribers are trained to support others with digital skills, using resources like Digital Unite’s 400+ user guides.

“Digital Friends sounds friendlier,” explains Sharon, “It’s about meeting people where they are, understanding their motivators, and building trust.”

The training is supported by incentives like ‘Citizen Coin’, a local rewards system that recognises volunteers’ contributions with discounts and community perks. It’s a model that builds capacity and sustainability – ensuring that digital support doesn’t disappear when the funding does.

A programme built on passion, not pounds

What makes Bradford’s approach noteworthy is not just its ambition, but its resourcefulness. As Sharon explains, “There is no base budget for this programme, it’s entirely funded through external grants. But I do this because I believe inclusion must be at the heart of transformation.”

Sharon has built a district-wide movement leveraging national partnerships, regional networks, and local community organisations to weave a web of support across Bradford. “I always say I do a Spider-Man impression,” she laughs. “I cast my net wide and connect people up.”

Unlocking hidden gold through social value

One of the programme’s most innovative strategies has been tapping into the hidden potential of social value in public sector contracts. Sharon, who views herself as a modern-day Nancy Drew, uncovered a treasure trove for Bradford in a contract with a well-known internet provider known for its philanthropic leadership: five years of free broadband for 20 community organisations, access to digital devices, and volunteer support for drop-in sessions.

“Social value is a legal requirement in procurement,” she explains. “But often, no one follows up on what was promised. We did – and it’s made a huge difference.”

The impact is tangible: over 200 people supported weekly, an estimated £80,000–£100,000 in value delivered, and a growing network of empowered community organisations.

Health at the heart of inclusion

Primary care colleagues have been key partners in this local authority-run programme, particularly in promoting the NHS App. At Bradford Moor Practice, digital awareness sessions for staff and volunteers were followed by six months of patient drop-ins. Volunteers helped 87 patients with everything from downloading the app to setting up email accounts and using WhatsApp.

Alex Sheard, Social Prescribing Lead for the Primary Care Network (PCN), praised the approach: “It wasn’t about rushing through patients, but the time spent helping people and the skills they leave with.”

Other patients, like Suki, found emotional support alongside digital skills. “I was so scared after my diagnosis,” she said. “Coming to this session really helped. I didn’t even think about downloading an app or looking at wellbeing resources.”

Creating a flexible model

While Bradford’s programme shares similarities with initiatives like 100% Digital Leeds, Sharon is quick to point out that each district is different and one size will never fit all.

“You can have a solid wardrobe framework,” she says, “but you need the flexibility to move the clothes around as the weather changes.”

Bradford’s demographics, deprivation levels, and cultural diversity require a tailored approach. That’s why the programme uses a Digital Inclusion Index to map exclusion down to street level, identifying both challenges and community assets.

Looking ahead to a collaborative future

The vision for the future in Bradford is clear – a district-wide Digital Inclusion Network embedded in every constituency, bringing together GP practices, schools, private sector partners and Voluntary, Community, and Social Enterprises (VCSEs) to co-design solutions.

“Digital inclusion is not a solo sport,” Sharon concludes. “It’s about collaboration, connection, and putting people at the heart of digital transformation.”

As public services increasingly move online, and a clear steer given within the 10 Year Plan is the Analogue to Digital shift, this work demonstrates that technology can empower, but only if everyone is invited to the table.

For more information about the health digital inclusion framework visit NHS England » Inclusive digital healthcare: a framework for NHS action on digital inclusion

For more information on the NHS App library initiative visit https://library.nhs.uk/health-information/public-libraries/

For more information around digital inclusion projects in North East and Yorkshire contact victoriagrainger@nhs.net