Not Looked at by a Human Yet

Earlier this week at The Well, our advice team was helping a client resolve a routine administrative issue: a simple change of address. What should have been a straightforward update turned into an exercise in patience as we were transferred between multiple departments of an external organisation.

When we finally reached the correct department, the representative on the line took a look at the file and said:

“I can see it’s here, it just hasn’t been looked at by a human yet.”

It was a telling moment. It wasn’t entirely clear whether an automated system was supposed to process the change automatically or whether the request was simply sitting in a digital queue waiting for manual review. However, the tone was clear: the file should have moved along, but instead, it had stalled in a digital limbo.

The phrase “looked at by a human” stuck with us, not just because of its honesty, but because it neatly summarises a growing challenge faced by the people who walk through our doors every day.

The Promise vs. The Reality of “Digital-First”

In recent years, lots of systems have rapidly transitioned toward digital-first models in areas such as public services, housing, immigration, banking and benefits systems to name a few. The benefits and cost savings of digitising these processes is sold as: faster processing, reduced administrative overhead, and 24/7 access for users.

What we’re seeing in practice, however, is these systems are frequently introducing new, invisible friction points:

• Digital Queues with Zero Visibility:. When an online portal stalls, queries can sit in an electronic holding pattern with no status updates, clear timeframes, or direct points of contact. It’s just there, in the digital ether, waiting. 
• The Assumption of Automation: Frontline staff often assume the automated process has taken care of a request, leading to delays, missed payments, under/over payments. And it usually results in the customer having to chase someone before anyone realises a human eye is actually needed to fix an error or push a task forward. 
• Complex Systems for Simple Tasks: Minor updates, such as changing an address, confirming a phone number, or submitting a supporting document, frequently require navigating multi-step verification portals that leave little room for something that doesn’t quite fit in the box or minor technical glitches.

Digital Exclusion Isn’t Just About Having Internet Access

When we talk about digital inclusion, the focus is often on hardware and connectivity, making sure people have smartphones, laptops, or Wi-Fi. While access is crucial, it is only half the battle.

True inclusion requires digital literacy, language skills, and the confidence to navigate increasingly rigid online interfaces. For many of our clients, particularly those dealing with language barriers, disability, or low digital confidence, an automated portal isn’t a convenience; it can feel like a brick wall.

When a system relies on automated handoffs and self-service portals, any small error can halt the process entirely. Without a direct line to a person, an individual can easily end up locked out, ignored, or left without support.

Why Do We Still Need Humans? 

Automation can move data, but it cannot exercise judgment, demonstrate empathy, or spot where a system has failed an individual.

Our experience this week highlighted why community organisations like The Well exist. It wasn’t enough to simply submit a form online; it required a persistent human advocate to follow up, ask the right questions, navigate the phone queues, and ultimately get another human to look at the screen and press “approve.”

As more services automate, the need for human-centred support doesn’t disappear, it can increase. Technology should be a tool that enhances accessibility, not a barrier that replaces accountability and care.

How You Can Help

If you’ve ever found yourself trapped in an endless loop of automated options or stuck waiting for a system update that never arrived, you know how exhausting it can be. For those already facing hardship, these delays can have serious consequences on their housing, income, and wellbeing.

At The Well, we’re committed to ensuring that no one in our community is left behind by digital transformation. Whether it’s sitting alongside someone as they navigate an online portal, or making that crucial phone call, our team is here to provide the human touch that every person deserves.

Have you experienced barriers with automated or digital-first services recently?

We’d love to hear your thoughts. Leave a comment or reach out to us to share your experience.