Lloyds Banking Group’s digital inclusion mission began with a simple question:“As the UK’s biggest bank, how can we help the most?” This inquiry sparked a movement that evolved from initial insight into a robust strategy embedded in every division of the Group.
Lloyds developed a Consumer Digital Index, benchmarking digital capability across its customer base and the UK. This data-led approach informed public policy such as grant funding and programmes for other FTSE organisations including international organisations such as the Bank of New Zealand. Eventually, it led to the decision to host its own Digital Academy, ensuring greater and more sustainable long-term impact. By working with the divisions, we also led the largest FTSE employee volunteering scheme for digital education.
Approach
Data Driven Insight
Created a national Digital Index and a league table to track divisional impact.
Internal Activation
Used findings to launch a Digital Academy and build the UK’s largest digital champion network.
Test-and-Learn Culture
Embedded pilots first, then scaled with public, reportable commitments.
Customer Empowerment
Positioned for customers as both beneficiaries and service improvement.
Solution
Localised delivery
Identified data gaps and prioritised trusted delivery through “trusted faces, local places.”
Asset reuse
Used existing people, data, and channels to drive measurable UK impact.
global alignment
Expanded the initiative internationally.
Impact
individuals supported
digital champions in first year
Widespread reach
Supported 2.5M+ individuals, charities, and small businesses through in-person training.
Policy Influence
Index insights cited by Central Government and the FCA in shaping policy and practice on digital inclusion and vulnerability.
Sector collaboration
Used data insights to strengthen partnerships with third-sector organisations such as the Good Things Foundation and Digital Unite to help in their funding models.
Legacy infrastructure
Established a long-term values led team to scale and sustain the strategy. The Consumer Digital Index and Digital Academy still run annually today, anchoring Lloyds’ leadership in digital inclusion nearly a decade on.
“I’m pleased Lloyds Banking Group has committed to offer face-to-face training to an additional 2.5 million individuals, small businesses and charities.. and welcome the insight in this report.”
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