While many of us upskill and upgrade as technology changes, a good many of us are unable to, can't afford to, or simply just don't want to. That's their choice, and we should respect it, not shove it down their throats as the only possible available option to people. The CAB are pointing out that in many cases, especially with Government departments, digital is the only option that is offered to people in many cases. And by excluding people who do not access digital services, we end up excluding some of our most vulnerable in our society: the disabled, the elderly, and the poor.