Empowering the MK Community with AI and Digital Skills: Tackling the Third Wave of Digital Exclusion

​Works for Us as the Employability side of Citizens Advice Milton Keynes have always tried to stay ahead of the curve when it comes to digital skills, and right now, that means focusing on AI. It's a topic that’s right at the heart of everything we’re doing. Whether it's helping someone apply for a job, start a business, or just understand what’s changing in the world around them, AI is a big part of the conversation.

What We Mean by the "Third Wave of Digital Exclusion"

We’ve started calling this moment the “Third Wave of Digital Exclusion.”
Here’s what we mean by that:

• The first wave was when people were left behind because they couldn’t access or use the internet.
• The second wave came with smartphones and mobile apps, another big shift that left some people struggling to keep up.
• Now we’re in the third wave; the age of AI. And this one is moving fast.

AI is already playing a big role in things like job applications, interviews, and how employers make decisions. But many people don’t realise that tools such as Applicant Tracking Systems (ATS) are scanning CVs, scoring assessments, and even reviewing video interviews, all without a human ever seeing the applicant first. If you don’t know how these systems work, it’s easy to get left behind before you’ve even had a chance.

What We’re Doing to Help

We’re working hard to make sure people in our community feel informed, supported, and confident, not overwhelmed, when it comes to AI. Here’s how:

• We run friendly, jargon-free courses and workshops to introduce Digital and AI in simple, everyday terms.
• We’ve created guides and handouts that explain how AI tools are used in recruitment and how to work with them.
• Our team offers 1-to-1 support for anyone who wants help understanding digital or using AI, whether that’s writing a CV, prepping for interviews, or just getting started.
• We’ve introduced a series of Podcasts to reinforce the learning from our courses.
• We’re also training our own staff and volunteers, so they feel confident talking about AI too.

We’re not here to make people experts overnight, but we do want to make AI feel a lot less scary and a lot more useful.

Some of the Challenges We’re Facing

Of course, it’s not all smooth sailing. There are definitely challenges:

• Confidence levels vary—some people are still getting to grips with the basics, so jumping into AI can feel like a big step.
• There’s a lot of myths and misunderstandings out there, especially around AI and jobs.
• And because things are changing so quickly, it can be hard to keep up with the latest tools and trends, let alone some of the subscription fees that are required

But we’re learning as we go, and we’re making sure our approach is always grounded in what people really need, not what tech companies say they should know.

What’s the Community Saying?

The response so far has been really encouraging. We’ve had:

• Great turnouts for our AI courses with some incredible feedback
• Lots of curiosity and questions, especially around how AI affects job hunting.
• A growing number of people who just want to understand what’s going on and how they can keep up.

The bottom line? People want to learn; they just need the right support, in a space that feels welcoming and safe.

Final Thoughts

AI isn’t going away. In fact, it’s becoming part of everyday life whether we realise it or not. That’s why we believe it’s so important to bring everyone along on this journey—not just those who already feel confident online. At Works for Us, we’re committed to making sure this Third Wave of Digital Exclusion doesn’t leave anyone behind. Because digital skills aren’t just about devices or apps anymore, they’re about understanding the world around us, and having the tools to shape it.

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