This podcast charts the incredible impact that AbilityNet had in 2024. By providing free support to thousands of disabled and older people, AbilityNet helped them get online and feel safe and confident about using online services. This podcast discusses the digital divide and highlights the crucial role our professional consultants and our community of volunteers play every day. Our work bridges the gap to the digital world, fostering independence and meaningful social engagement for so many people.
Mark Walker, AbilityNet
Hi there, I'm Mark Walker from AbilityNet and this is a podcast to accompany our 2024 Impact Report.
Mark Walker, AbilityNet
We're always keen to learn about new technology and its possible value for older and disabled people, so this audio has been built using AI with voice clones for me and my co-host.
Mark Walker, AbilityNet
You can download and read our report in full, but this is a conversation about how AbilityNet is closing the digital divide for older and disabled people.
Mark Walker, AbilityNet
It's a different way of communicating so please let us know what you think.
Mark Walker, AbilityNet
To help share our story I'm pleased to be joined by Gwen Bakewell, a retired teacher who's been inspired by our work.
Gwen Bakewell
Hello Mark.
Gwen Bakewell
You know, when I think about how life’s changed in the last twenty years, I think about how intimidating technology can be for so many of us. Especially for older people or those living with disabilities.
Mark Walker
Absolutely Gwen.
Mark Walker
AbilityNet's been around for 25 years. We know the challenges people face.
Mark Walker
But we've also seen how empowering technology can be for older and disabled people.
Mark Walker
The right tech can transform someone's life, but change is coming faster than ever, so our services are more and more important.
Gwen Bakewell
That's right. Things I take for granted like logging into a bank account or downloading an app, is like scaling a mountain for some of my family and friends.
Gwen Bakewell
Checking information on the Council website can seem daunting. Or paying for parking tickets with your phone.
Gwen Bakewell
They worry about their personal information, or getting stuck halfway through the process with nowhere to turn.
Gwen Bakewell
It’s healthcare, shopping, holidays, everything’s going digital these days.
Mark Walker
And it can be so isolating, especially if you can’t pick up the phone and speak to someone, or if the local branch of your bank is closed.
Mark Walker
So many people feel they’ve been left behind.
Gwen Bakewell
That's right.
Gwen Bakewell
And it’s more than inconvenience—it’s about maintaining independence and feeling safe.
Gwen Bakewell
If you can't navigate these systems, how do you pay bills? Or book a train ticket? It’s no wonder it's so stressful for so many people, and that lots of people don't go online.
Mark Walker
That's right, and it’s something we see firsthand at AbilityNet.
Mark Walker
Being digitally excluded can have a huge impact on feelings of isolation. That's why is so good that 74% of people felt less isolated after we have provided support.
Mark Walker
And for anyone who gets to grips with technology, an amazing 80% say they feel more independent.
Gwen Bakewell
And they're more confident too I expect?
Mark Walker
Precisely.
Mark Walker
More than 8 in 10 of the people we helped in 2024 say they now feel significantly more confident navigating the digital world.
Mark Walker
When they feel supported they become more confident about trying new things and it completely changes their outlook.
Gwen Bakewell
Hearing that makes me think about trust, though.
Gwen Bakewell
Everyone's concerned about safety online. How do you reassure someone who doesn’t even want to open an email for fear it’s a scam?
Mark Walker
That’s a really common fear for all of us isn't it?
Mark Walker
That's why we focus on education, showing people step by step—and keeping it simple. And teaching them how to protect themselves.
Mark Walker
Scams, weak passwords—it’s scary, but it’s manageable with the right tools and guidance.
Gwen Bakewell
And being online can be expensive, can’t it?
Gwen Bakewell
I’ve spoken to people who say the monthly costs for digital services—Wi-Fi, mobile data—just mount up. Not to mention the devices themselves.
Mark Walker
Cost is definitely a problem for a lot of people.
Mark Walker
Maybe that's a good place to mention our corporate partners who help us provide free support.
Mark Walker
In 2024 we worked with BT Group to improve the digital skills of more than 5000 older and digitally excluded people across the UK.
Mark Walker
They also recruited celebrity support from Sir Geoff Hurst, Moira Stuart CBE and Linda Robson.
Gwen Bakewell
That’s amazing isn’t it? That sort of PR support is vital to help a charity like AbilityNet raise awareness and reach the right people.
Mark Walker
It's great to have their support and it shows how partnerships can work for everyone's benefit. For example we also worked with Amazon and Samsung to provide refurbished devices.
Mark Walker
Our trusted volunteers then provide the help that people need to get the best from being online.
Gwen Bakewell
And it gives hope, doesn’t it? To know there are organisations like BT Group and Amazon and Samsung who want to work with AbilityNet, finding ways to close the gaps.
Mark Walker
Exactly. Every day at AbilityNet we see how bridging that digital divide transforms lives.
Mark Walker
Even with all the right tech and internet connections, it’s that the human touch that makes the biggest difference.
Mark Walker
Having someone you trust to give you good advice is what we can do.
Mark Walker
And that's why it’s our amazing volunteers who truly make the biggest difference. They help you get online and feel safe when you get there.
Gwen Bakewell
Their dedication is astonishing isn’t it?
Mark Walker
We’re so proud of what they do.
Mark Walker
Last year 531 volunteers contributed over twenty-one thousand hours of their time.
Mark Walker
We also took over 13,000 calls on our free helpline and resolved 4,386 tech queries.
Gwen Bakewell
They're incredible numbers aren't they?
Gwen Bakewell
But when you think about it it’s not just numbers—it’s lives transformed.
Gwen Bakewell
And I guess that's what drives the volunteers to give so much of their time and skills, especially in a world where everyone seems so busy.
Mark Walker
It’s such a good point. And what’s fascinating is that they don’t just help others; they find it hugely rewarding for themselves.
Mark Walker
Last year our volunteers gave us an engagement score of 8.9 out of 10.
Mark Walker
That sort of satisfaction reflects how much meaning they find in their work.
Gwen Bakewell
And isn’t that mutual benefit beautiful?
Gwen Bakewell
It reminds me of a chap I worked with as a digital mentor. He’d been struggling to use his new phone—all he wanted was to video call his grandkids, but he just couldn't get it to work properly.
Gwen Bakewell
His grandchildren wanted to help but weren't always there when he needed them.
Mark Walker
That sounds so familiar - those well-meaning family members who want to help but don't have the patience to keep repeating things.
Gwen Bakewell
Once we spent a few sessions together, just going step by step—slowly but surely—it clicked. The look on his face when he made his first video call, oh, I’ll never forget it.
Gwen Bakewell
And now he’s the one teaching his friends to use their phones. It’s like watching a light bulb switch on.
Mark Walker
Exactly! And that’s what we see time and again. Start with small success like making a video call and it builds confidence. The ripple effect is massive, whether it’s connecting with family or finding a new hobby online.
Gwen Bakewell
It takes such patience, though. The sort of patience your wonderful volunteers clearly have in spades.
Mark Walker
Patience and empathy, absolutely.
Mark Walker
And without them the scale of what we achieve wouldn’t be possible. They live all over the country and give up time to be there for all sorts of people. They visit people in their homes and they also provide help on the phone.
Mark Walker
Every tech query resolved and every new skill taught is thanks to those generous, dedicated people who care about making a difference.
Gwen Bakewell
It’s so inspiring Mark. And what a gift it must be to share your time like that, knowing you’re changing someone’s life for the better.
Mark Walker
And let's not forget we're not just here to make sure the volunteers are satisfied.
Mark Walker
Even more importantly the results from our 2024 Impact Report show that last year 94% of our clients told us they were happy with the support they received.
Mark Walker
And 98% said they felt more capable using technology as a result of the help they received.
Gwen Bakewell
That’s enormous, isn’t it? I mean, it's one thing to provide support, but another altogether to give people the confidence to actually use what they've learned in their daily lives. It’s transformative.
Mark Walker
Exactly. It’s about more than just the tech itself—it’s quality of life.
Mark Walker
One of our corporate partners, Mim Mahdaoui from The Stepstone Group, said it best. She praised our training programs, saying they not only taught her team but genuinely helped them design with accessibility in mind.
Gwen Bakewell
That’s the kind of impact we need more of, isn’t it?
Gwen Bakewell
To not just react to individual needs but to actively shape a more inclusive world altogether.
Mark Walker
Absolutely.
Mark Walker
And the scale of our reach really backs it up.
Mark Walker
Over thirteen thousand helpline calls answered last year, more than twenty-six thousand hours of direct support provided, and we provided over fifteen hundred devices.
Gwen Bakewell
Fifteen hundred devices? That’s remarkable.
Gwen Bakewell
So what sort of difference do those devices make for people?
Gwen Bakewell
I’m picturing someone receiving their first tablet and discovering a whole new way of connecting with the world.
Mark Walker
That's spot on.
Mark Walker
For an older client, for example, it might be as life-changing as making their very first video call to family.
Mark Walker
Or for someone with mobility challenges, it could mean accessing vital services without needing to leave their home.
Gwen Bakewell
And it's so easy for those of us who are more familiar with tech to take all of that for granted, isn’t it?
Gwen Bakewell
It just emphasizes that digital divide and how wide it can be between those who are confident online and those who aren’t.
Mark Walker
Exactly. And breaking down that gap is at the heart of everything we do at AbilityNet. That’s why we focus on providing not just tools but the wraparound support people need to thrive online.
Gwen Bakewell
It’s having a huge impact, Mark.
Gwen Bakewell
And knowing there’s a resource out there, one that’s so approachable, must be such a comfort to people who feel overwhelmed by technology.
Gwen Bakewell
And that’s why the details in your Report are so powerful. Hearing those real-life examples—learning to use Google Maps or feeling safe enough to install a banking app—it really brings it all home.
Gwen Bakewell
These aren’t just stories though; they’re big milestones in people's lives aren’t they?
Mark Walker
They absolutely are, Gwen. And what’s truly amazing is how widespread that impact is.
Mark Walker
We know that, after working with us, 78% of our clients said managing their daily lives became easier.
Mark Walker
And 71% try new activities they’d never done before.
Gwen Bakewell
What a transformation. It’s like opening a door to possibilities that might have seemed completely out of reach.
Gwen Bakewell
And it’s not just technical help, either, is it? It’s about building community connections.
Mark Walker
Exactly, Gwen.
Mark Walker
And it's not just about our volunteers and their one to one support. AbilityNet has also been a global pioneer in digital accessibility for 25 years.
Mark Walker
What's the point of helping people get online if they can't use the websites and apps they want?
Mark Walker
Gwen Bakewell
It's like you're closing the digital divide from the other side of the equation? Helping people get online but also making sure they can use the services they want when they get there.
Mark Walker, AbilityNet
Exactly - and the surpluses we make from our services help fund what we offer for free.
Gwen Bakewell
That social enterprise model is very powerful isn't it?
Gwen Bakewell
It must be so motivating for your customers to know that their work with you is helping support disabled and older people?
Mark Walker
Mark Walker
Gwen Bakewell
Those big brands clearly expect you to to act like a business and deliver professional services so that's a really important way to show the quality of what you do.
Mark Walker
Gwen Bakewell
That's a great approach. When you think about it there must be so many websites in the world that you can't possibly fix all of them? And you need designers, developers, product managers, marketing people - the whole digital team needs to be in tune to make this impact of their every day work.
Mark Walker
Gwen Bakewell
And I guess that is part of your wider role in the UK and global accessibility community?
Mark Walker
We've been pioneers for since the late 1990s, so we've seen huge changes in the technology as well as the growth in the accessibility community.
Mark Walker
And that sense of community really comes alive at our annual TechShare Pro conference.
Mark Walker
For 8 years we've brought together organisations like Apple, Google, Microsoft, HSBC and many other global brands.
Mark Walker
We also connect with disability leaders, people with lived experience of disability and accessibility specialists, like our own consultancy team.
Mark Walker
It’s an incredible opportunity to have an impact on digital accessibility on a global scale.
Gwen Bakewell
I can imagine. To have that many minds and ideas all in one place must be electric.
Gwen Bakewell
And what would you say is the biggest takeaway from a conference like that?
Mark Walker
Well, for me, it’s that collaboration is key.
Mark Walker
No single organisation can tackle digital accessibility alone. Events like TechShare Pro show how working together on shared goals can spark real progress across industries.
Gwen Bakewell
And that brings it back to the local level doesn’t it? The changes in people's everyday lives if those websites and apps are easier to use.
Gwen Bakewell
I keep thinking of those over-55s in community training sessions, many of them approaching technology with so much hesitation at first.
Gwen Bakewell
And yet, step by step, their confidence grows, and suddenly they’re navigating the digital world like pros.
Mark Walker
Right, and it’s exactly those moments that keep us going. It’s knowing that we’re not just teaching someone to use a device, but connecting them with family, helping them manage stress or even find a new job. It’s about transforming lives.
Gwen Bakewell
And what a transformation it is.
Gwen Bakewell
I think my big takeaway from today is simply how empowering technology can be when it’s accessible to everyone. It’s not just wires and screens—it’s independence. It’s inclusion. It's better healthcare and feeling safe and connected to your community.
Mark Walker
Absolutely, Gwen.
Mark Walker
And that’s really what AbilityNet is all about.
Mark Walker
The work we do on digital inclusion is all about making sure no one is left behind in this digital age. Whether it’s over-55s, people with disabilities, or organizations wanting to do better—we’re here to make a difference.
Gwen Bakewell
It’s fantastic work, Mark. Thank you for sharing all of this today—and for the work you and your team do day in and day out. Truly inspiring.
Mark Walker
Thank you, Gwen.
Mark Walker
And thank you for helping shine a light on the impact we're having. I'd love it if everyone listening to this podcast takes a look at our Impact Report for 2024 and sees all the amazing stories about the people we work with and how the support we give them has changed their lives.
Gwen Bakewell
Yes I'd encourage all our listeners out there to go on the AbilityNet website and find out more about your work,
Gwen Bakewell
And I also hope you’ll take something practical from this conversation today.
Gwen Bakewell
Maybe it’s reaching out to a loved one to see how AbilityNet can help them.
Gwen Bakewell
Or maybe it’s reaching out for help yourself—because, as we’ve learned today, help is there to give you confidence and help you feel safe online.
Gwen Bakewell
On that note, take care everyone, and we’ll see you next time.
Mark Walker, AbilityNet
Thanks Gwen and thank you to everyone listening - please find out more by visiting w w w dot abilitynet dot org dot uk slash impact
Chapters (4)
About the podcast
Founded 25 years ago AbilityNet is a UK Charity that bridges the digital divide for disabled and older people. In this AI-generated podcast our hosts discuss the many ways that AbilityNet's free services and support are transforming the lives of people in the UK and around the world - you'll learn about the challenges that older and disabled people in an increasingly digital world and how our amazing volunteers are providing the trusted one-to-one advice to help them feel safe and supported
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