Digital Inclusion Strategy
The NSW Government is developing its first Digital Inclusion Strategy to create a framework the NSW Government and industry can use to improve access to digital services and resources for all communities across the state.
The Digital Inclusion Strategy forms part of the NSW Connectivity Strategy, which aims to improve digital connectivity outcomes across NSW.
Your thoughts about the strategy matter to us. By being part of the consultation, we will be able to create a strategy that benefits the people of NSW.
We are particularly interested to hear from the following groups:
- Aboriginal and Torres Strait Islander peoples
- people with disability
- culturally and linguistically diverse (CALD) communities
- socio-economically disadvantaged communities
- geographically remote communities
- demographic and gender diverse groups.
The public consultation phase has now closed.
Addressing the digital divide in NSW
Not being able to participate in the digital world can have long lasting effects on people’s lives, leading to economic, social and health disadvantages for some of the most vulnerable people in our state.
The NSW Digital Inclusion Strategy will adopt a comprehensive, whole-of-government approach. It will build on existing initiatives and establish a strategic framework for collaborative partnerships, with the aim of increasing equitable opportunities for everyone. This means people can access, afford and engage with digital technologies, services and online resources, regardless of where they live, if they have a disability, their age, socio-economic status, race or gender identity.
The strategy will address five key pillars:
- digital ability
- affordability
- accessibility
- connectivity
- digital trust and safety.
What is involved in the public consultation
As part of the public consultation, a discussion paper was released to outline the approach to developing the strategy and the feedback being sought.
The public consultation sought to gather insights into key pain points, needs and priorities for digitally excluded people and community groups. This includes availability of digital connectivity, affordability of internet and devices, accessibility of digital services and resources, digital ability to engage with them, and digital trust in technology.
In addition, an external research partner conducted qualitative research on the perspectives and experiences of targeted digitally excluded communities. This includes a series of focus groups and individual interviews.
Engagement with Aboriginal communities
The engagement with Aboriginal and Torres Strait Islander communities is being led by the Department of Customer Service Aboriginal Outcomes Unit in partnership with the non-government organisation BlaQ Aboriginal Corporation. This involves substantial community engagement and is aligned with the broader strategy to provide culturally appropriate engagement and minimise duplication.
Contact for more information
Please reach out to our team at: digitalinclusionstrategy@customerservice.gov.au.
Key data points that demonstrate the digital divide in NSW
Measuring Australia’s digital divide
The Australian Digital Inclusion Index 2023 found between 24 and 42 per cent of the identified cohorts can be described as highly excluded from digital services. The intersectionality of these groups leads to some facing even more digital exclusion.
Affordability
In 2022, 20 per cent of people in NSW were unable to afford mobile data or internet at home. In Greater Western and South Western Sydney, 39 per cent of residents reported having to reduce essential household costs to afford internet access.
Regional NSW
In regional NSW, 18.6 per cent of households lacked internet at home compared to 11.2 per cent in Greater Sydney. In the far west of NSW, 15 per cent of public-school students lacked home internet access, compared to just one per cent in Sydney's northern suburbs.
Aboriginal people in remote areas
The digital inclusion gap is particularly pronounced for Aboriginal people living in remote and very remote communities. For example, 49 per cent of Aboriginal households in western NSW did not have access to the internet compared to 28 per cent of other households in the region.
Aboriginal people
Survey data indicates that 53.3 per cent of Aboriginal people ‘sometimes’ sacrifice essentials to stay connected and are increasingly vulnerable to online scams, reporting a total of $5.1 million financial losses to Scamwatch in 2022, up five per cent compared to 2021.