Infrastructure Organisations

This year, 90 (13%) of our responses are from infrastructure organisations, much higher than the 59 in 2024. Last year, they were slightly further ahead with digital in comparison to other groups, with a stronger focus on data and using AI tools. This trend continues in 2025, with infrastructure charities making strong progress with AI, digital services and inclusion. 

Digital stage and progress

• 51% are at an early stage with digital (13% curious and 38% starting out).
  
  
• 49% have a strategy in place for digital (36% advancing and 13% advanced).
  
  
• 79% made significant or good progress with digital this year.
  
  
• 83% say digital is a high or medium priority of their organisation (vs 75% overall).
  
  
• 69% stopped or reduced using X (formerly Twitter), vs 51% in our main sample.

Digital services and inclusion

• A higher proportion are digital first in their services (24%, vs 9% overall), while 52% use digital in a supportive role (vs 44% overall). 
  
  
• A greater proportion focus on inclusion when choosing digital suppliers:
  
  
  • 55% say commitment to diversity is very important (vs 42% overall) 
    
    
  • 51% say values and ethics are very important (vs 45% overall). 
    
    
• Infrastructure organisations are prioritising accessibility, diversity and inclusion in digital services (35%, vs 28% overall).

Key areas of progress in the last 12 months

• Social media engagement (57%)
  
  
• Revamping our website (48%)
  
  
• Data collection, analysis or use (44%, vs 35% overall)
  
  
• AI tools, use cases, opportunities and risks (41%, vs 29% overall)
  
  
• Digital communications (41%).

Priorities

1. Improve/use our data to improve services or operations (51%, vs 39% overall).
   
   
2. Develop our strategy (for digital, data or AI) (50%).
   
   
3. Grow staff/volunteer digital skills (47%).
   
   
4. Develop a strategic approach to using AI (47%).
   
   
5. Improve our use of digital tools in service delivery (38%).
   
   

Use of AI

• 89% are using AI tools, much higher than the 76% in our overall sample. 36% are actively adopting AI tools (vs 23% overall) and 4% are using AI strategically (vs 2% overall).
  
  
• AI is mainly used for administrative tasks (75%) and documents and reports (68%), as well as communications and fundraising (33%).
  
  
• 87% agree or strongly agree that AI developments are relevant to them, while 59% feel they are responding to the opportunities and challenges (vs 42% overall). 
  
  
• However, 66% remain worried about the implications of using AI.
  
  
• 58% are developing an AI policy (vs 48% overall).
  
  
• Key barriers to moving forward with AI are data privacy, GDPR and security concerns (42%).