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2 November 2021: The 2021 Australian Digital Inclusion Index indicates improvement in technology access, but many are still considered left out of the digital revolution.The recently published Index reports access to technology accelerated to 71.1 from 67.5 points the previous year, indicating significant improvement among middle-aged and senior Australians. It remains to be seen if this pace of progress can be sustained in the next year, considering the impact of the COVID-19 pandemic on online participation.

Why it’s Important

When planning digital engagement, service and marketing teams need to be aware that access to digital services is not ubiquitous. This is especially important for public sector organisations, where the failure of equitable delivery services may harm the most at-risk segments of society. However, it is also important for private sector organisations, as they plan multi and omnichannel services.

The Index provides important information that can help with planning digital services.

Some of the report's key findings necessary for policy implications include the following: 

  • The metro-regional gap has narrowed in different regional areas to 67.4 from 62.3 points
  • The national access score has improved to 70.0, but it is not shared evenly by all citizens, with 11 per cent of the population still being excluded
  • A slight boost in the digital ability score has been achieved at 64.4 points, although basic operational skills (setting passwords, connecting online, etc.) have dropped.
  • 14 per cent of Australians would need to pay more than 10 per cent of their income to afford a reliable internet connection
  • The gap between citizens with the lowest and highest income has slightly widened from 25.3 to 26.5 points.

These survey results indicate the need for solutions to remove barriers to inclusion, such as affordability of devices and lack of training for better digital literacy. In particular, the Index recommends improvement in network access and critical infrastructure through the ongoing pandemic, and provision of more affordable broadband connections across all regions and cities.

Who’s impacted

  • CIO
  • Managers
  • Business analysts

What’s Next?

When planning digital services, look for qualified sources of information on the extent to which the new services will be accessible and, importantly, who may be excluded. Discuss the impact of any exclusion on both those being excluded and your organisation. What additional, non-digital channels will be needed, and how will these channels eventually find their way back into the multi or omnichannel strategy?

Related IBRS Advisory

  1. Staff need data literacy – Here’s how to help them get it
  2. Trends for 2021-2026: No new normal and preparing for the fourth-wave of ICT