6.2 Impact of Digital Technologies

Increased reliance on digital systems has changed how organisations operate:

• Changes in communication methods (face‑to‑face, email, video calls)
• Higher productivity expectations and availability outside work hours
• Increased monitoring of staff activity
• New working practices (remote, hybrid, in‑office)
• Automation of services, including use of artificial intelligence (AI)

Digital technologies have significantly affected society:

• Loss of jobs due to automation
• Shift in required skills and retraining needs
• Reduced human decision‑making and loss of empathy
• Privacy concerns (digital footprint and surveillance)
• Changing behaviours and digital identity
• Access to wider social and professional networks
• Access to online services (government, commercial, entertainment)
• Potential isolation due to lack of skills, equipment, or connectivity
• Improved access to information
• Increased use of AI, including generative AI (text, images, video, audio)
• Globalisation through access to global media sources

Digital inclusion ensures fair access to digital services for all users. This includes:

• Access to suitable hardware and software
• Reliable connectivity
• Conformance to codes of best practice
• Public sector website and mobile app accessibility regulations

Accessibility regulations aim to ensure digital services can be used by people with additional needs.

The effectiveness and inclusivity of digital systems are influenced by:

• Age of the user
• Digital and literacy skills
• Internal or external audience needs
• Cultural issues, including bias in digital systems
• Additional needs and accessibility considerations

Ongoing professional development is essential in a digital sector:

• Increased competence within industry and sector
• Improved employability and job security
• Access to knowledge of and adherence to industry standards