Helen Milner OBE’s message was disarmingly simple: you can build the slickest online government in the world and still fail—if a meaningful share of citizens can’t afford connectivity, lacks basic skills, or doesn’t trust the digital channel. Speaking from the UK experience of both Government Digital Service (GDS) and her work leading Good Things Foundation, Milner framed digital inclusion as the missing operating system for digital government: not a “nice-to-have” social add-on, but a prerequisite for better services, stronger trust, and measurable economic gains
