A new storytelling report has revealed the profound impact digital inclusion has on the lives of Western Australians, highlighting that trusted support, access to technology, connectivity and digital skills shapes people’s ability to participate fully in society.
The Why It Matters: A Digital Inclusion Storytelling Collection, developed by Two Roads in partnership with the WA Digital Inclusion Project and funded by Lotterywest, brings together the experiences of community members and service providers from metropolitan, regional and remote parts of the state.
The report argues that digital inclusion extends far beyond simply having access to a device or internet connection. As governments, businesses and essential services continue to move online, digital access has become closely tied to people’s ability to participate in education, employment, healthcare, banking, government services and community life.
According to the report, digital inclusion is increasingly linked to dignity, safety, independence and social connection. Participants described how being digitally connected enables them to access information, maintain relationships and navigate services, while digital exclusion can leave people isolated and unable to access critical support.
“Stories gathered through workshops, interviews, video recordings and storytelling postcards revealed that digital exclusion is often experienced as a broader social issue, rather than a technological one,” WA Digital Inclusion Project Executive Manager Elliot Sawers said.
“Community members spoke about the importance of trust, safety and human connection in their interactions with digital systems, highlighting that barriers to participation can have significant impacts on wellbeing.”
The report found that the challenges of digital exclusion are not shared equally across the community. Those most affected include First Nations communities, migrants and multicultural communities, older people, young people, people with disability, individuals on low incomes, people experiencing homelessness, those affected by trauma, and residents of regional and remote areas.
For many of these groups, barriers can include the cost of devices and internet services, limited digital skills, poor connectivity and a lack of trusted support. These obstacles can make it more difficult to access essential services and opportunities that are increasingly being delivered online.
A key finding of the report is that responsibility for digital inclusion cannot rest solely with individuals or community organisations.
“As government agencies and private companies continue to design and deliver digital services, they have a responsibility to ensure those systems are accessible, affordable, safe and ethical,” Mr Sawers said.
“Community organisations, meanwhile, are increasingly required to assist people in navigating complex digital systems despite limited resources and growing demand.”
The report also notes that many frontline services are expected to bridge digital gaps that were not considered during the design of online systems.
To address these challenges, the report proposes 10 guiding principles for future digital inclusion policies and programs.
“These principles call for digital inclusion to be recognised as both a human right and a public good, and provide a shared foundation for collective action across government, industry and the community sector,” he said.
“They emphasise the importance of designing services around people’s lived experiences, promoting shared responsibility, building trust and safety, and ensuring access through both digital and face-to-face support.”
The principles also highlight the need for affordable technology, reliable local infrastructure, genuine user choice and a stronger focus on the realities faced by regional and remote communities.
Ultimately, the report concludes that digital inclusion and social inclusion are deeply connected. People who are digitally included are better able to remain connected with family and community, access support services, exercise their rights, respond to emergencies and participate in education and employment.
As digital technologies become increasingly embedded in everyday life, the report calls for digital inclusion to be treated as essential social infrastructure. It argues that lasting change will require coordinated action across government, industry, community organisations and local communities to ensure no Western Australian is left behind in an increasingly digital world.
The WA Digital Inclusion Project would like to acknowledge the contributions of:
- Raff Di Bartolomeo from Two Roads Consulting for facilitating the community engagement workshops and interviews, and authoring this report;
- Lily Newbury-Freeman, WA Digital Inclusion Project Capability and Sustainability Lead for conceiving the original idea that inspired this work;
- Sonny Yang who compiled the digital exhibition to accompany the launch; and
- Community members and community service organisations and their staff for sharing their stories for this report.