Digital Inclusion Gap Analysis
MediumIdentifying citizens who cannot access digital services and understanding their needs.
The Pain
Digital services save money and improve convenience for many citizens. But some citizens cannot access them—due to connectivity, devices, skills, or disabilities. Teams lack visibility into who is excluded and why. Service design assumes digital access. Equity concerns grow as more services go online.
What's Possible
AI can analyse service access patterns, demographic data, and connectivity information to identify digital inclusion gaps. Teams see which citizens are excluded from which services and why. Insights inform service design, alternative channel provision, and digital inclusion investments.
Signals This Is Worth Exploring
Some demographic groups have much lower digital service uptake
Alternative channels are being cut without understanding who needs them
Digital inclusion investments lack targeting
Service complaints mention access barriers
Impact
Clear map of digital inclusion gaps by geography and demographic
Better targeting of digital inclusion investments
Informed decisions about alternative service channels
More equitable service access
Typical Approach
Assess
Gather data on service access and citizen demographics.
Pilot
Analyse gaps for one high-volume service.
Scale
Extend analysis across services with ongoing monitoring.
What to Watch Out For
Data gaps may hide some exclusion
Addressing gaps requires investment
Digital-first policies may conflict with inclusion
Some exclusion factors are hard to address
Questions to Think About
Before we talk, you might want to consider:
What digital services do you offer?
How do you track channel usage by demographics?
What alternative channels do you maintain?
What digital inclusion programmes exist?
Build On This
Once the basics are working, you can expand:
Barrier analysis
Understand specific access obstacles
Intervention testing
Measure what improves inclusion
Predictive inclusion
Identify citizens at risk of exclusion
Want to explore if this fits your organization?
Book a 30-minute call to discuss your situation and whether this use case makes sense for you.
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