Response to consultation on NSW Digital Inclusion Strategy

We live in a rapidly changing world, where the ability to access, afford, and effectively use digital services is not a luxury, it’s essential. As identified in the consultation paper, Digital inclusion is a requirement for full and equal participation in contemporary life to enable people to access essential government, education, social and health services.

However, 1 in 4 Australians are digitally excluded.

Good Things research shows that 1 in 5 Australians feel overwhelmed by the constant changes in technology, with 63% not feeling confident that they can keep up.

This ‘digital divide’ between those who can and can’t keep up affects some groups of people in Australia more than others. People on low incomes or with low levels of education, people with disability, First Nations people, new migrants and refugees, and people over the age of 65, face the greatest risk of being left behind in our digitised world.

Ultimately, digital inclusion is a driver of social inclusion. It provides access to information, services, connections with the community and greater employment and education opportunities.

With the explosion of Generative AI into public use and the increased digitisation of government and other essential services, ensuring people are able to access affordable technology and have the confidence and skills to use it is more important than ever.

Given the importance of digital inclusion for a healthy Australian society and economy, we thank the NSW Government for the opportunity to provide our insights and input into the development of the NSW Digital Inclusion Strategy.

Overall, we recommend that:

1. The Digital Inclusion Strategy recognises the need for all areas of government to hold responsibility for improving digital inclusion, with measures aided by investment to ensure implementation can support all people in NSW to equally benefit from the digital economy and society.
2. The NSW Government funds a network of local-community based digital literacy programs that support key communities not already supported by other initiatives, including low income families, people with disability, First Nations peoples, new migrants and refugees, and women.
3. The ability to understand and use Artificial Intelligence is built into the Digital Ability initiatives and the government has a clear policy on the development and use of AI.
4. The NSW Government supports permanent affordable access measures, including contribution to a National Device Bank, to support people struggling to afford appropriate tech with free devices and data.

More detailed recommendations for each area are outlined in our full submission.