Public Sector Websites (Data Charges)

I beg to move,

That leave be given to bring in a Bill to require providers of electronic communications networks to allow their customers to access certain public sector websites free of charge; and for connected purposes.

It is a pleasure to present the Bill, which would make a significant difference to the financial security of so many struggling households up and down the country. As we all know, the cost of living crisis has squeezed the household finances of millions. The last thing our constituents need, when they are already worrying about choosing between heating their homes or putting food on the table, is to run out of data to access vital public services on the internet.

In October 2023, the digital inclusion all-party parliamentary group found that nearly 2 million households in the UK were struggling to pay for broadband—nearly double the number in the year before. Indeed, a Citizens Advice study in May last year reported that 12% of households surveyed said they have had to cut back or stop spending on broadband entirely during the previous 12 months. For those on universal credit, the situation is even starker. The study found that 16% of claimants said they were behind on their broadband bill, compared with just 4% of non-claimants. Some 14% of universal credit claimants who said they had to cut down on their internet usage due to cost, also found it difficult to manage their universal credit account as a result.

In an age when we are increasingly able to access public services via the internet, particularly via mobile browsers, we must ensure that we do not leave people behind during this digital revolution. Our reliance on the internet became acutely clear during the pandemic: NHS Digital recorded 1.2 billion visits to NHS webpages between October 2021 and September 2022, with 131 million visits to the vaccination booking pages. The increasing prevalence of public information and resources available online is a good thing—as a former NHS worker, I know it has the capacity to make our public services more efficient, more agile and better value for money for taxpayers—but being able to access the NHS website should not be constrained by someone’s financial situation. Likewise, someone on universal credit should not have to worry about not being able to access their account because of their data allowance. Simply put, we know that those with the greatest need to access online services are often the ones facing the greatest barriers to do so.

During the pandemic, operators such as Vodafone, EE, Virgin Media, O2 and Three gave their customers free online access to the NHS website, covid information, the NHS app and online education resources such as BBC Bitesize and Oak National Academy. The operators recognised the huge surge in need and the barriers that some people would face as a result. This procedure is known as zero-rating, whereby accessing any of those websites would not consume a user’s mobile data allowance. Indeed, since the pandemic, Virgin Media, O2 and Three continue to offer zero-rating to their customers for various public service websites after seeing what a vital help it can be for the least well-off during the cost of living crisis. My Bill simply proposes that we continue the good work that some operators have already done by extending this precedent into a legal requirement for all network providers operating in the UK. By making the gov.uk and nhs.uk sites zero-rated, we can extend universal free access to the most vital services, such as universal credit, local authority services and NHS health information, to everyone no matter their financial situation.

Zero-rating public service websites is by no means a silver bullet, but it would help to ease one of the many financial burdens that households currently face. By giving users free access to gov.uk webpages, for instance, we could ease some of the financial pressure and stress for some of the most vulnerable in society. Many households rely on a mobile phone for all their internet access, but they are often dependent on expensive data top-ups to stay online. By removing costs from gov.uk and nhs.uk sites, households who visit these services will not have their data affected and will still be able to access them even when they are out of data.

In my constituency of Wakefield, we have a fantastic organisation called Wakefield Technology 4 All, which provides vital digital access support, as well as digital devices themselves, to so many households. A young woman who came to its support hub last year needed help to rebuild her life after multiple incidents of sexual violence. As well as having a tight budget to support herself and her children, she had to deal with having no carpets, no beds and no curtains. What she did have was a donated laptop from Wakefield Technology 4 All, but she struggled to find money for data. Accessing websites for Government services, the NHS and local council services would often be reactive and unplanned, and she would often find herself running out of data when she needed to access those vital services. During unimaginably stressful circumstances, she would have to rely on seeing someone face to face at another location, or simply do without the services until she was able to purchase more credit.

Many of the poorest and most vulnerable households have enough on their plate without the constant worry about how they will access crucial public services and information if their data allowance runs out. My constituents should not have to worry about the lack of data preventing them from accessing the vital public services and information they need.

With Bills such as this one, there is often the question of how, but this is a rare situation where it has been done before. As I set out, during covid and the ongoing cost of living crisis, some networks stepped up and introduced zero-rating. Clearly, deployable technology for zero-rating already exists. Zero-rating was described by a Three mobile representative during the pandemic as being as simple as “flicking a switch”. Indeed, some networks already offer zero-rated access to social media as a perk for their customers.

Compared to social media, the cost for operators to zero-rate access to domains such as gov.uk and nhs.uk is tiny. The Government services covered by the Bill are largely text-based, so the amount of data consumed is a minute fraction of what it would take to, for example, stream a 4K video on YouTube. Once domains are established, verified and shared with operators, it would be a seamless transition to ensuring that millions of the most vulnerable households are still able to access vital health, education, employment and benefit services, even when their data runs out.

My Bill will not solve the financial problems that so many are facing up and down the country; that is not the intention. It would, however, ensure that everyone can still access the essential services they need to get on in life, even if they run out of data. I pay tribute to all those who are working so hard, across this House and in the other place, on digital inclusion. In particular, I am extremely grateful to the digital inclusion all-party parliamentary group, which has worked tirelessly on so many aspects of digital inclusion. I also pay tribute to organisations outside Westminster, including Virgin Money UK, which I was able to visit in my constituency a few weeks ago. It is working with the amazing team at the Good Things Foundation to provide a national data bank, increasing access to the internet for its customers and some of the most vulnerable households up and down the country.

In closing, the Bill would give millions of households the security of knowing that they can always access the crucial public services they depend on, from health advice to information about their universal credit applications and accessing important local Government services. We still have a long way to go before we solve all the problems of digital exclusion, and the Bill does not try to fix all the myriad problems that come with it, but with the technology ready to go and the clear need for action, the Bill would none the less take us one step nearer to closing the digital divide for good.

Ordered, That Simon Lightwood, Dame Angela Eagle, Stella Creasy, Mrs Sharon Hodgson, Kate Hollern, Fabian Hamilton, Nadia Whittome, Ms Marie Rimmer, Cat Smith, Naz Shah, Sarah Edwards and Dr Rupa Huq present the Bill.

Simon Lightwood accordingly presented the Bill.