We have a one-size-fits-all approach, and the digital approach across Government has been another example of that. It systematically fails significant groups of people. The CAB research has shown us that it's failing people who lack access to computers and internet, or who don't have digital literacy. They're possibly the obvious groups we'd think might struggle in a digital approach, as well as those with low incomes, who can't afford fancy computers that go fast or can't afford the internet access; but also people with literacy challenges, and people where English is not their first language, and people with disabilities that make reading or processing the information and being able to communicate their own needs in a written way difficult, and those who have no desire to be online—and viva those people. 