Minister’s foreword

As the Minister for Customer Service and Digital Government in New South Wales (NSW), I am honoured to present the first NSW Digital Inclusion Strategy.  

In the digital age, access to the internet and digital technologies is not a nice-to-have but a necessity. It is the gateway to information, education, job opportunities and essential services.  

Rapid advances in technology and connectivity have benefited many, while for others it has increased their risk of being left behind. Digital exclusion occurs in different ways and at different life stages, which makes closing the digital divide complex and multifaceted. 

Yet in our increasingly digitised society, it has never been more important to provide opportunities so everyone can participate equitably.  

Digital inclusion means addressing barriers like access, affordability and safety for people using digital technologies, services and online resources – regardless of their location, age, socio-economic status, ethnicity, cultural background or ability. The overriding principle is inclusion, which is why services must also remain available for people who cannot or choose not to participate in the digital world.  

The NSW Digital Inclusion Strategy sets out how we can achieve a more digitally inclusive state by focusing on 5 pillars: connectivity, affordability, digital ability, accessibility, and digital trust and safety. 

The strategy has been shaped by the needs of the community, informed by consultation and research, and developed to address a range of digital inclusion barriers. It outlines practical and meaningful initiatives aimed at delivering better outcomes for all communities. 

Taking an all-of-government approach, this strategy will have far-reaching benefits for communities, business, government and the economy in NSW. 

Together, we can provide better access to digital resources and connectivity, improve digital literacy and skills for increased participation, and promote accessibility in government digital services along with enhanced cybersecurity awareness.  

An inclusive digital future will enable enhanced social and economic inclusion. Making people’s lives better, while boosting innovation and productivity, is the government’s vision and the NSW Digital Inclusion Strategy provides the roadmap.