Digital by Default

A public-sector service design strategy, formalised in the UK from 2012, that treats online channels as the primary (and often sole) means of accessing government services, with phone and in-person support positioned as exceptional fallbacks. While framed as delivering efficiency and convenience, 'digital by default' has been shown to systematically exclude disabled people, older adults, people with communication disabilities, and those without reliable devices, internet, or digital literacy. Critics argue it devolves access labour onto claimants and the intermediaries — family, advocates, charities — who compensate for inaccessible systems.