A device bank repurposing government laptops and more support to protect vulnerable people from cyber risks are two key initiatives to be delivered through the NSW Government’s first Digital Inclusion Strategy.
The strategy aims to bridge the digital divide for people living in NSW by addressing challenges faced by vulnerable and disadvantaged communities when engaging online.
The all-of-government approach is built around five pillars – digital ability, affordability, accessibility, connectivity, and trust and safety – helping people to gain the access, tools and confidence to thrive in a modern digital world, while maintaining offline options for essential services, said Minister for Customer Service and Digital Government, Jihad Dib.
“The NSW Digital Inclusion Strategy is about giving people a fair go in the digital world and helping to bridge the digital divide,” said Mr Dib.
“Whether you’re in social housing, a remote community, living with disability or struggling with the cost of staying connected, we are looking at ways Government can help and make life easier for communities.
“Through these initiatives we can make a real difference for those who most need support. As the first strategy of its kind in NSW it gives us a great launchpad to work with industry, not-for-profits and our communities to all play a role in lifting digital access.
“We know prioritising digital inclusion isn’t just the right thing to do, it’s the smart thing to do. By making strides to close the digital divide in NSW, we can help boost productivity and our economy through increased education, jobs and opportunities for people to reach their full potential.”
According to ScamWatch, Australians reported losing more than $2 billion to scams last year, with more than 67,000 scams reported by NSW residents alone.
Vulnerable groups who can least afford to be targeted are at significant risk, whether they are retirees or low-income earners, said Minister for Disability Inclusion, Kate Washington.
“The pandemic and recent disasters have shown us digital access isn’t a luxury, it’s a lifeline. It’s how we work, learn, connect with loved ones, access healthcare and stay informed during emergencies,” said Minister Washington.
“When people are excluded from digital spaces, they’re excluded from essential parts of modern life. That’s why the NSW Digital Inclusion Strategy is so important.
“By listening to people with disability, carers and advocates, this Strategy takes an important step toward a more inclusive NSW—helping more people access digital services, stay connected, and participate safely and confidently in everyday life.”
Consultation on the strategy revealed more than 80% of respondents had experienced online scams, privacy breaches or harassment, with at-risk groups disproportionally affected. This includes Aboriginal and Torres Strait Islander people, those who are culturally and linguistically diverse, people in the LGBTIQ+ community and people living with disability.
As part of the strategy, ID Support NSW will build on their work to assist vulnerable communities through workshops and tools to help people protect themselves from hackers and scammers, strengthen password security, spot a scam or safeguard against digital threats.
To provide more equitable access to digital services, the NSW Government will work with industry to pilot a NSW Device Bank to refurbish government laptops for disadvantaged families and individuals to connect, learn, work and access vital information. Each year, the NSW Government retires around 2,300 laptops, which can be given a new lease on life.
A key deliverable under the NSW Digital Strategy, the NSW Digital Inclusion Strategy will also help drive broader economic benefits including improved access to education, employment and healthcare.
“The launch of the NSW Digital Inclusion Strategy marks a critical step forward in closing the digital divide across the state. In today’s world, digital participation is not a luxury – it is essential for accessing education, employment, healthcare, community services, and government support,” said Chair of the Australian Digital Inclusion Alliance, David Spriggs.
“Digital inclusion is about more than just access to technology. It is about empowering people to fully participate in society and the economy. The NSW Digital Inclusion Strategy provides a clear roadmap for building a digitally capable, connected, and resilient community. We look forward to supporting the NSW Government to implement the strategy and making digital inclusion a reality for all.”
The digital inclusion strategy builds on research and consultation with the public, community organisations, government agencies and the technology sector. More than 1,630 submissions were received, highlighting barriers to digital inclusion.
Findings show more than one in five people (22%) feel they lack skills for using the internet for everyday tasks, with older people and people living in public housing the most affected.
The NSW Digital Inclusion Strategy has been developed by the NSW Telco Authority and can be viewed on the NSW Digital Inclusion Strategy web page.
“We understand how critical connectivity is, whether it’s supporting emergency services and communities in remote areas, or helping families stay online during challenging times. We’re committed to working with our partners to deliver this strategy and provide practical solutions that make a real difference in people’s lives,” said NSW Telco Authority Managing Director, Kylie De Courteney.
