Academic researchers have published a study which issues a warning that, unless there is a ‘fundamental change’ in approaches to design and implementation, transformation of key services risks causing harm

The pace and prevalence of digital transformation of public services risks “deepening inequalities” among minoritised ethnic communities, a report has warned.

The Protecting Minority Ethnic Communities Online study examined the impact of digitisation on healthcare, housing, and energy service, with research conducted among participants in Bradford, Manchester, Glasgow and London. The report found that all three sectors to have “little regulatory oversight” of how minorities engage with digital services.

The research team found the healthcare sector lacked any “clear framework” to ensure fair access for minority ethnic communities, causing many to struggle to book appointments and access records. The report said there is “little accountability for how digital inequalities affect health outcomes”.

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Professor on racial justice Gina Netto, who led the study, said: “While digital technology has enormous potential, it can also entrench existing inequalities.”

Netto, who teaches at Edinburgh’s Heriot-Watt University, added: “For those with limited English proficiency, digital literacy or access to adequate digital devices and internet connectivity, the barriers to navigating online systems can be insurmountable. And in areas like healthcare, where privacy and human interaction are crucial, over-reliance on digital services can actually create harm.”

In response to the survey, the research team has developed a raft of proposals to help service designers embed racial and linguistic inclusivity into their platforms, including a code of practice, videos and policy briefs.

The team has also created a suite of free-to-use technology tools, to counter discriminatory processes in digital services. One the tools is an app, which uses machine learning techniques on survey data to create personas of people from minority ethnic communities.

“The shift online must not leave people behind,” Netto said. “We need a fundamental change which puts digital inclusion at the heart of service design and actively uses digital services to address existing inequalities.”

A version of this story originally appeared on PublicTechnology sister publication Holyrood