Benefits

Implementing the initiatives under the NSW Digital Inclusion Action Plan will have far-reaching benefits for communities, government and the economy in NSW.

Community

Improving digital connectivity, particularly in remote areas, offers substantial economic benefits to community by enhancing access to essential services and improving quality of life. For instance, accessing services like myGov can save significant time, with an estimated annual benefit of $41.4 million compared to in-person or phone-based interactions. Telehealth provides even greater time savings, generating an annual benefit of $205.7 million.

By providing affordable devices and internet services, initiatives under the Affordability pillar will alleviate the financial burden associated with technology ownership and make it accessible for everyone. With digital skills and technology access, people can save time by using important services like online banking, shopping and essential government services.

Initiatives under the Digital Ability pillar will provide people with resources to learn how to use digital tools, improving their job skills and employment opportunities. This knowledge leads to better job prospects, including opportunities for remote work and roles in the gig economy. A 2023 study conducted by Amazon Web Services in collaboration with Gallup found the average Australian worker with advanced digital skills earns 24% more than workers with a similar education background who do not use digital skills at work. It also found workers who use intermediate digital skills earn 16% more than their counterparts who do not use digital skills. 

While the Accessibility pillar primarily focuses on people with disability, many initiatives within it improve digital usability for all. Accessibility delivers features that are essential for some and helpful for everyone, for instance, some people may have age related challenges that require accessible options. Initiatives under the Accessibility pillar will make the digital landscape more accessible, user-friendly and easier to navigate. Research by the Centre for Inclusive Design states, “Inclusively designed products and services that have edge users in mind can reach and benefit up to 4 times the size of the intended audience.”

Initiatives under the Digital Trust and Safety pillar will also empower people to make informed choices about digital products and services, helping them avoid scams and unnecessary expenses. Understanding technology reduces fear of these risks and encourages more active participation in online activities. As people become more adept with technology, they gain confidence and trust in using digital platforms safely. The existing Be Connected program demonstrates that for every $1 invested, a social return on investment of $4 is created.

Government

Digital inclusion initiatives enhance access to government services and public participation. Initiatives under the Accessibility pillar will make online services more accessible, enabling government to reach more people and making it easier for people to access the services and information they need and engage in civic activities.

Another major benefit for government is streamlined government services. When more people can complete transactions online, such as applying for benefits, renewing licences or accessing public records, it frees up government capacity to focus on more complex cases that require personal attention. This not only improves efficiency of service delivery but also enhances the overall quality of customer service. 

Economy

A digitally skilled workforce is more productive, which enables businesses to operate more efficiently and competitively. This boost in productivity contributes to overall economic growth. Digital skills also drive innovation and job creation because more people are equipped to develop new digital solutions and start businesses. The previously mentioned study from Amazon Web Services and Gallup shows advanced digital skills could add $41 billion to Australia’s annual Gross Domestic Product (GDP).