Supporting Central Government Departments to Deliver Inclusive, Digital-First Public Services

Central government is rapidly transforming how services are delivered, moving to digital-by-default models at scale.

But millions of people remain unable to access these services independently.

We Are Group works with departments including the Home Office and Department for Work and Pensions (DWP) to ensure no one is left behind delivering community based and human-centred support that bridges the gap between digital systems and real-world users.

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Why Our Model Works for Central Government

Community-first

We reach individuals that digital channels and traditional services cannot.

End-to-end delivery

From referral to measurable outcomes, no drop-off in support.

Real-time reporting

Live dashboards via Salesforce provide full transparency on performance and impact.

The Challenge Central Government is Facing

1. Digital-by-default services are excluding high-risk users

Core services (e.g. eVisa, Universal Credit) are now fully digital, but millions of users lack the skills, access, or confidence to engage independently
The most vulnerable groups — migrants, asylum seekers, older people, and those in hardship — face the greatest barriers to access
Exclusion from these systems leads to severe consequences, including loss of legal status, income, housing, or access to essential services

2. Digital exclusion is increasing cost-to-serve and operational strain

Users who cannot self-serve digitally rely on high-cost channels such as telephony, Jobcentres, and caseworker intervention
These individuals typically have the most complex needs, placing disproportionate demand on frontline staff and systems
Departments face a structural tension: digital transformation reduces cost at scale, but increases the complexity and cost of serving excluded populations

3. Departments face growing policy, legal, and reputational risk

Government must meet statutory and policy commitments to ensure no one is left behind (e.g. Digital Inclusion Action Plan)
Failures in digital access are already attracting legal challenge, public scrutiny, and political risk (e.g. eVisa judicial review, Windrush legacy)
Departments must demonstrate measurable social value and inclusive outcomes under the Procurement Act 2023 and evolving commissioning frameworks