Digital inclusion pillars and outcomes

Digital inclusion has a broad scope and aims to promote equitable opportunities in all aspects of digital participation, including access to the internet, affordable devices, digital skills, accessible and inclusive digital services, and digital trust and safety.

Our vision

The NSW Government envisions a future where everyone in NSW can access, afford and engage with digital technologies, services and online resources – regardless of location, age, socio-economic status, cultural background, ethnicity or ability – while offline options for accessing essential services are maintained.

This strategy recognises that not all people in NSW can or will become digitally included. Some people face complex barriers that will continue to prevent their digital participation while others do not want to access services and information online.

The shift from in-person and telephone government services to digital government services has had negative impacts on some people. This is the case for some people living in regional and remote areas, where many products and services are not locally available and digital connectivity can be limited. It also impacts people who are struggling with the costs of getting online to access services that were once available in person or over the phone.

Many other people, particularly older people, also need to access government services offline because they lack digital skills or confidence to engage online. Others actively choose offline options because they prefer in-person interactions.

Accordingly, the foundational outcome of the strategy is to ensure that world-class digital government services are available to everyone, while also providing non-digital options for
those who need them. 

To realise this vision and advance digital inclusion in NSW, a community-first approach is needed.

Pillar 1: Connectivity 

Poor access to digital connectivity can be a barrier to digital inclusion. For example, 1 in 4 respondents to our public survey who live in remote or regional NSW do not have home internet. This increases to 1 in 2 for those living in social housing. Overall, almost half (47%) of public survey respondents reported having internet connection problems, with low-speed internet and frequent outages being common issues.

Having no, limited or unreliable access to digital connectivity can significantly impact a person’s quality of life, inhibiting their ability to complete daily activities and causing substantial frustration.

Outcome 1 recognises that all communities need access to high-quality digital connectivity to engage in the digital economy and society. Whether through broadband services, 4G/5G mobile networks, or newer technologies such as Low Earth Orbit satellite services, every household and community should have access to reliable, high-speed internet. With reliable digital connectivity, individuals can participate in online education, access essential services, and stay connected with families and friends.

Particularly in remote communities of NSW, improved digital connectivity would bring transformative changes to daily life. People would be able to access telehealth and consult healthcare professionals without needing to travel long distances to urban centres. Online education would become readily accessible, providing learning opportunities that were once out of reach. Remote communities would benefit from new opportunities in remote working, ecommerce and online business activities. Additionally, digital connectivity would facilitate communication with family and friends despite physical distance.

This outcome can be achieved by increasing high-speed internet access in underserved areas. A key initiative to achieving this is conducting a feasibility study to expand the Digital Connectivity Principles to more infrastructure types so they are built with the necessary connectivity infrastructure at the outset. Another initiative is developing a NSW government policy on temporary coverage to guide connectivity uplift in a systematic and coordinated way. 

Pillar 2: Affordability

More people are under financial pressure due to the increased cost of living, and this is impeding their ability to get online. For example, in 2022, 23% of people in NSW were unable to afford mobile data or internet at home. The results of our public survey also showed 34% of respondents face affordability barriers, with the top challenges being high cost of internet (86%), high cost of devices (74%), and limited knowledge of financial assistance or affordability programs (57%). 

Some people are particularly impacted by affordability barriers. This was reported by 2 in 3 (67%) public survey respondents living in social housing or in regional or remote NSW. Many households adjust their budget to cover high digital costs, with 37% of public survey respondents reporting they occasionally or often need to do so. 

People struggling to afford digital access experience a range of negative impacts. They include the inability to complete online tasks in an efficient manner due to poor internet connections or outdated devices with limited functionality or otherwise having no regular access to the internet or a device at all. Another impact is experiencing shame and stigma for relying on public wi-fi.

Outcome 2 acknowledges the need to make digital connectivity, devices and services more affordable for those experiencing financial hardship. 

More affordable digital connectivity, products and services will have a transformative effect on people’s lives. For example, in remote areas where internet services are often scarce and expensive, more affordable services could enable residents to access telehealth for the first time. People with disability who rely on assistive technologies to navigate the digital world will also benefit significantly from affordable options. They will be able to upgrade and maintain their devices as technology evolves. Similarly, low-income families who may not be able to afford multiple devices can equip all family members with the necessary tools for work, education and communication. This reduction in cost and cost-related stress can lead to increased digital engagement. 

Achieving this outcome will require leveraging existing resources within government and collaborating with the private sector. For example, the NSW Device Bank initiative will collect, refurbish and distribute NSW Government laptops that are no longer in use to those in need. By repurposing these devices, the NSW Device Bank helps to alleviate a significant barrier to digital inclusion – the high cost of device ownership. In future, this initiative could be expanded through partnerships with the private sector, allowing for a larger pool of devices and further reducing the digital divide in NSW.

Targeted subsidies will also make internet services more affordable. The NSW Government will advocate for the expansion of existing initiatives such as the School Student Broadband Initiative to other community groups in need. The government will also explore how it can donate unused government mobile data to communities to use for free. 

Pillar 3: Digital ability

Having digital skills means having a breadth and depth of ability across a range of online tasks, such as searching for information and joining online meetings. Having connectivity literacy means being able to suitably choose, set up and troubleshoot internet connections and digital devices. 

While many digitally excluded people have the skills to do basic online tasks such as using emails, many struggle with more complex online activities such as completing forms and registering for services. Approximately 22% of public survey respondents said they do not have the skills to perform important online tasks such as job searching, working, studying or accessing government services. Among social housing residents, this number more than doubled to 48%.

Without connectivity literacy, it is difficult for a person to become and remain digitally connected. For example, if they find it hard to choose an internet service or digital device that best suits their needs. Many people also struggle to set up internet connections at home or connect to public wi-fi and find it difficult to troubleshoot if something goes wrong.

As technology continues to rapidly change, many people struggle to maintain their digital skills and knowledge, falling further behind. In fact, more than 60% of Australians feel they cannot keep up with rapid technological changes.

People experiencing these skills and knowledge barriers are often not able to complete tasks in a timely manner, cannot complete tasks independently and experience enhanced vulnerability to financial abuse (if they are required to give others their personal information to complete digital processes). Being digitally excluded in this way can leave people feeling helpless and isolated.

Outcome 3 recognises that communities need to have digital skills and connectivity literacy to fully engage online. People will be able to purchase the right products and services. They will be confident in configuring and maintaining their digital devices and internet services, including handling common connectivity issues. They will also be able to do more complex tasks, such as completing online forms, registering for government services and applying for jobs. For example, a person in a remote area may need to register for telehealth services and with the right skills, they would be able to navigate the process independently and access healthcare without needing to travel.

Further, in cases where something goes wrong during these processes, people will not be left feeling helpless. They will be able to troubleshoot or know where to find support, whether through online guides, customer service or community centres. This capability to resolve digital issues or seek help effectively will significantly reduce the frustration and barriers that many digitally excluded individuals currently face.

Achieving Outcome 3 requires building on existing successful programs or partnerships. For example, partnering with community groups to develop a digital mentor network across NSW will offer in-person support to those in need. Private and not-for-profit organisations already run successful digital literacy initiatives and with government support, they could be extended to reach more people. For instance, the Tech Savvy Seniors program, developed with Telstra, offers low-cost or free digital literacy training for older people across NSW. Programs like Grow with Google and Microsoft’s Digital Literacy Curriculum provide free training and online courses in digital skills, internet safety and job readiness, which can enhance employability and digital confidence.

The NSW Government will also achieve Outcome 3 by partnering with the telecommunications industry to develop simplified versions of the terms and conditions for internet and telephone services. This will help people to understand what services they need and what they are paying for, boosting their connectivity literacy and ensuring they know their consumer rights.

Pillar 4: Accessibility

Inaccessible digital government products and services leave many people, particularly those with disability, unable to access essential digital services such as healthcare, social services and public information. This leads to significant social and economic isolation.

Government websites and digital services can fail to meet accessibility standards (such as the Website Content Accessibility Guidelines and Accessibility Requirements for ICTProducts and Services (AS EN 301 549)) and lack compatibility with assistive technologies, such as screen readers, causing significant frustration and exclusion for people who need them.

In fact, 1 in 5 people who responded to our public survey reported facing digital accessibility barriers. In addition, 1 in 2 people with a disability and Aboriginal and Torres Strait Islander people who responded said they experienced challenges such as inaccessible form formats, complicated language and lack of key accessibility features. These numbers highlight the urgent need for improved accessibility solutions and support systems to help everyone to fully participate in the digital world.

Of the public survey respondents, 1 in 3 who face digital accessibility challenges also said they rely on family members or friends to resolve them. Our qualitative research found this was the case for many people from CALD communities with lower English language proficiency who rely on others to translate important information due to the lack or quality of translated content on websites. This is problematic when dealing with sensitive information a person may not feel comfortable sharing or that may expose them to financial abuse. Broadly, this reliance on others to navigate the online world can also cause social isolation and a sense of shame. 

Outcome 4 recognises that to enhance accessibility, government digital products and services must be designed to be inclusive and user-friendly, while accommodating for diverse needs and circumstances.

To achieve this, the government will introduce a NSW Digital Inclusion Standard to ensure government agencies develop digital products, services and programs to be inclusive and accessible for everyone. This will ensure consistent delivery of government services through both digital and non-digital channels, improving the overall experience for everyone.

The NSW Government has accepted in principle a recommendation of the Disability Royal Commission to set clear expectations that all NSW Government agencies must uphold accessibility and inclusion commitments when buying digital products and services.

The aim is to foster a culture of accessibility within government that prioritises user experience and inclusivity, helping to ensure that everyone can access and benefit from online government services.

This outcome is underpinned by the NSW Government’s commitment to digital accessibility, as shown by its response to the Disability Royal Commission recommendations 6.1, 7.18 and 7.23, its commitments under the NSW Digital Strategy to make NSW Government services accessible by 2030, and a style guide for Easy Read versions of publications.

Pillar 5: Digital trust and safety

A significant number of people do not feel safe online due to rising numbers of digital scams and privacy breaches. In fact, 83% of public survey respondents told us they have been victim to online scams, privacy breaches and/or harassment.

Some community groups are more susceptible to these incidents. For instance, 92% of Aboriginal and Torres Strait Islander people who responded to our public survey told us they have experienced an online scam. In 2022 across Australia, scammers stole $66 million from Aboriginal and Torres Strait Islander people, the CALD community and people with a disability. Our public consultation survey also found that 2 in 3 LGBTIQ+ respondents and respondents with disability have experienced an online privacy breach.

Many people who responded to our public survey reported feeling overwhelmed online, with major concerns being a lack of understanding of online scams and fraud, as well as the growing complexity of cybersecurity issues.

Another challenge is that many people do not trust government to keep their personal data secure online. In 2021, for example, EY surveyed 1,000 Australians and 39% said they did not think data should be shared within the public sector. In 2023, Publicis Sapient surveyed over 5,000 Australians and approximately 19% indicated concerns around personal data being stored on government databases.

For some people, this distrust can lead to digital exclusion if they do not feel comfortable or safe sharing their personal details with an online government platform. For people experiencing distrust, they may feel that government’s collection of personal data is excessive and invasive. They may even fear that government will use their personal data against them. Some community groups in NSW are more likely to experience this fear, particularly those with negative or traumatic experiences of governments, such as some CALD groups, refugee and migrant groups, and Aboriginal and Torres Strait Islander people.

Outcome 5 recognises an urgent need to enhance digital safety and privacy skills in NSW communities and build greater trust in government’s use of personal details online. 

To achieve this, government will encourage more public access to cybersecurity, online privacy and Digital ID training, and continue to help people whose personal details have been leaked online.

Government will also monitor and report annually on public trust in digital government services through a Trust Measurement Framework, as it continues to prioritise and strengthen an inclusive online environment in NSW