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Digital potential tool summary: Skills and capabilities

In July 2025, we published a report about the digital maturity and literacy of social care in Wales. 

The report contained the early findings of our digital potential tool and was based on the responses of 1,200 people from across 295 organisations between January and March 2025. 

This is a summary of the report's findings and recommendations on the subject of digital skills and capabilities. 

Strengths

  • Basic digital literacy:  92 to 95 percent are confident performing tasks like going online, searching for information, or joining virtual meetings.
  • Positive learning culture: 78 per cent are confident learning new tools, and 75 per cent are confident encouraging colleagues.
  • Person-centred care: 58 per cent are very confident supporting people with everyday digital tools, and 67 per cent confident when it comes to including technology in care plans.
  • Digital safety awareness: 96 per cent feel at least somewhat confident keeping systems and data safe.  

Areas for development

  • Workplace-specific systems: 33 per cent of staff rate their ability to solve technical issues as basic or unable to do so.
  • AI understanding and use: 41 per cent report low or no confidence, 39 per cent never use artificial intelligence (AI) tools.
  • Specialised care technology: Only 45 per cent are confident using well-being technology like therapy devices.
  • Digital safety: Six to seven per cent lack confidence in identifying data breaches, phishing, or applying GDPR.

Private and third-sector staff tend to report higher confidence in using digital tools for care delivery and administration tasks. 

  

Local authority staff often work in larger, more complex systems, which can make digital tools harder to use or access confidently. 

Key comparisons

Our research has revealed some notable differences between the digital capabilities of local authority staff and those who work in the private or third sector. 

  • Using digital care records: 33 per cent of local authority staff say they're unable to do this, compared to only five per cent in the private or third sector.
  • Using Telecare or Telehealth: 34 per cent of private and third-sector staff say they're very confident using Telecare or Telehealth, compared to only 11 per cent in local authorities.
  • Identifying digital solutions: 44 per cent of private and third-sector staff say they're confident identifying digital solutions, compared to 31 per cent in local authorities.
  • Using AI: 43 per cent of local authority staff say they never use AI, compared to 36 per cent of those who work in the private or third sector. 

Local authorities often use more integrated, complex systems which require more training and technical support.  

  

Private and third-sector providers may have simpler systems, more flexibility, and fewer barriers, making it easier to adopt and use digital tools.  

What the report recommends

The report recommends a number of steps that could be taken to help social care reach its digital potential. 

Some of the recommendations that relate to the digital skills and capabilities of the workforce are to: 

Co-develop a 'What Good Looks Like' framework for digital maturity - click to expand

By using real-life experiences and learning from relevant aspects of existing frameworks, such as England’s what good looks like guidance, a Welsh framework could help:  

  • establish clear expectations for digital maturity at different types of providers
  • give organisations a reference point for assessing their current capabilities to guide the development of targeted training and support
  • create a common language for discussing digital maturity across the sector.  

The report recommends that the framework should be co-produced with input from frontline staff, managers and digital leaders across different types of organisations to ensure relevance and buy-in. It should also involve the voice of people who use care and support, their families and unpaid carers.

It should also use the findings from the digital potential tool to help set realistic expectations based on what the current digital maturity and literacy levels are in social care in Wales. 

Create a digital capability framework and targeted skills programme - click to expand

The report recommends creating a digital capability framework with flexible learning pathways tailored to social care professionals that address the unique requirements of their roles based on the 'what good looks like' framework. 

It also suggests developing a targeted digital skills development programme that would use findings from the digital potential tool, the digital capability framework, and build on existing training to develop a programme that supports building a digitally ready workforce.  

Areas of focus for the training would begin with the areas of lowest confidence for specific groups. The programme should also acknowledge and build on their existing strengths. 

Build a national community of practice to share learning and support - click to expand

The report recommends establishing a national community of practice that provides a place for information sharing, support and encouragement.  

This would build on the work we've already done in establishing evidence-based national communities of practice.  

This approach would enhance workforce confidence to support others, improve cross-organisation sharing, and develop digital readiness at all levels. 

Improve visibility and accessibility of digital training and support - click to expand

The report recommends improving communication about digital training opportunities through existing channels, making sure staff at all levels are aware of available resources and support. 

This would include:  

  • creating clear signposting to training resources and keeping these up to date
  • using multiple communication channels to reach different staff groups
  • highlighting success stories and the benefits of digital skills development
  • making sure information is available in Welsh and English and is optimised for assistive tools such as screen readers.  

A key consideration is that information should be tailored to different audiences, recognising the different digital confidence levels across the workforce 

The recommendations are for the whole social care sector, so we’ll need to work together as national, regional and local partners to co-develop an action plan based on the findings. 

When developing the action plan, we’ll need to think about who’s best placed to take the recommendations forward, what the recommendations mean in practice, what resources are needed and how they’ll be funded. 

Find out more

You can find out more by visiting our summaries on leadership and strategy and IT and infrastructure, or by reading the full report. 

Use the digital potential tool

You can still use the tool to support your digital development. 

If you’ve already completed it once, why not use it to track your digital development over time? 

We emailed a link to everyone on our Register on 9 and 10 January 2025. If you haven’t received your link or can’t find it, please contact digital@socialcare.wales.