From pilot to policy: shaping the future of digital inclusion in the Netherlands
When the COVID-19 pandemic hit in 2020, it became clear that not everyone in the Netherlands had the tools to participate in a society that suddenly operated almost entirely online. Schools closed, education moved into virtual classrooms, and families were left scrambling. Some households lacked internet altogether; others had too few laptops to share among family members, forcing painful decisions about who could log on and who could not.
48percent.org was officially founded only months before the outbreak. The pandemic didn’t just accelerate our work, it revealed the hidden challenges of digital exclusion in a country often celebrated as digitally advanced. While 98% of Dutch households have internet access, numbers alone don’t tell the full story. Our pilot aimed to look beyond statistics and ask: what does digital exclusion mean in practice, and what changes when people are truly able to participate online?
To answer this, we launched the ‘Digitaal Meedoen Pakket’ in English: the Digital Inclusion Pilot. Recently, we spoke with two people involved: Pollien, who initiated and led the project on behalf of 48percent, and Vera, policy officer at the municipality of Westerkwartier.
Origin of the pilot
When 48percent was founded, the intention was not only to contribute internationally, but also to explore how we could make a difference closer to home. This thought ultimately culminated in the Digital Inclusion Pilot, bringing stakeholders from various sectors together to understand barriers to digital inclusion in the Netherlands. We previously shared more about the origin of the project, which you can read here. Through this pilot project, the project partners offered affordable internet connection for homes, laptops, skills training and assistance to be able to utilize it. Over the course of the project, the project partners selected households in the Westerkwartier municipality to assess the effectiveness of a district-driven approach.
By involving the Municipality of Westerkwartier, Pollien made sure that the north of the country was represented. This way, the project reflected the realities of communities outside the big cities and ensured a broader perspective on digital exclusion in the Netherlands.
Vera, policy officer in research and innovation at the municipality of Westerkwartier, joined during the implementation phase. She recalls: “I joined at quite a crucial moment, close to wrap-up. My focus was on securing results, understanding how we can translate the learnings into policy, and making the impact structurally sustainable.”
Challenges to digital inclusion
Throughout the pilot, several core challenges to digital inclusion were highlighted. “Digital inclusion touches on a variety of policy areas.” Vera explains. “That’s positive, because everyone recognizes the urgency. But it also means there’s no single problem owner. And yet, Vera emphasizes, municipalities cannot lose sight of their core purpose: “You are there to represent the interests of residents and businesses within the municipal area.”
Pollien agrees, noting that digital literacy and access strengthens the municipality itself. “Municipalities know that digitally literate citizens are easier to support and better able to access services. In each instance, the internet is seen as an improvement and accelerator. But with the current fragmentation, no one sees it as their responsibility.”
At the same time, municipalities cannot solve this alone. They depend on national policy, funding, and clear direction. Pollien stresses the need for a broader framework: “We need continuous lobbying and national policies that set out where responsibility lies, and what the minimum acceptable level of digital participation is. Without that, municipalities can’t act effectively.”
Working with many stakeholders during the pilot was valuable and similarly challenging. From the national government, local authorities and institutions, to non-profit and welfare organisations, and commercial companies, everyone has their own interests.
Building on what already exists
Despite the challenges, the pilot proved that change is possible when you work together and build on what already exists. They both agree that digital inclusion for all is possible, but a challenge to achieve.
For Pollien, the pilot shifted from showcasing a ready-made solution to highlighting the need for less fragmentation nationally. “By embedding digital inclusion into existing policy domains, we showed that it’s something within reach. That was a big success factor.”
Vera highlights connection as the biggest opportunity: “Participation isn’t only about digital participation, it’s about being able to participate in society as a whole. There is an ever-increasing urgency to maintain connections within society. We’ve seen the real, significant impact this makes in people’s lives.”
A key to success in Westerkwartier municipality was the introduction of a participants coordinator, essentially a familiar face to which the participants could turn to for any question. Not just about the pilot itself, but also about any questions relating to the municipality itself, or any other organizations involved, or even about the devices and internet connection and the subscription for that. This singular point of contact, combined with it being a person that took the time, came to the participants homes, and was someone they got to know and trust. This was essential to break the barriers which people found held them back in asking for help or support.
Looking towards the future
In Westerkwartier, the municipality has already taken concrete steps to embed the lessons of the pilot. Vera explains: “The continuation of the digital inclusion pilot is now part of our poverty policy.” She highlights that those who face compounding challenges in life benefit most from reliable internet access and the skills to use it: “For them it can have a great impact for employment opportunities, work, educational opportunities, access to information; in everything.”
A significant development happened after the pilot ended: Westerkwartier was one of the first to be selected for the ‘Digicoach’ project, one of many projects resulting from Nij Begun, a major provincial subsidy programme linked to the Groningen earthquake compensation. Digital literacy is a central theme of this program.
The municipality’s readiness was not coincidental. Thanks to the Digital Inclusion Pilot, Westerkwartier already had:
- the practical experience of coordinating multiple partners
- the internal cooperation structures needed for implementation
- and the proven model of a participants coordinator, which demonstrated how personal guidance can break down barriers for residents
Closing thoughts
For Pollien, the future requires a shift in mindset: “We need to start seeing internet access as a basic need, just like water or heating. Declaring the internet a basic service implies that you also take all kinds of structures into account. That means ensuring people aren’t cut off immediately if they can’t pay for a month. It’s not possible to function without the internet in today’s society, especially for those who already face obstacles.”
The Digital Inclusion Pilot revealed both the complexity and the possibility of tackling digital exclusion in the Netherlands. It showed that while statistics may suggest near-universal access, lived realities tell a different story. By working across sectors, embedding digital inclusion into existing policy, and listening directly to people’s needs, it is possible to make progress.
At 48percent.org, our reflection on the pilot extends beyond the immediate results. We learned that digital inclusion cuts across nearly every policy area, yet lacks a clear problem owner. Municipalities feel the urgency but cannot carry the weight alone; national frameworks, long-term financing, and clearly defined responsibilities are essential. Collaboration among government bodies, non-profits, welfare organisations, and private partners is crucial, but without structure it remains fragmented.
The pilot also demonstrated that meaningful progress relies on the human element. The participants coordinator, a trusted, approachable point of contact, was vital in helping residents overcome intimidation and ask for support. Most importantly, the developments in Westerkwartier showed us that pilots can have powerful ripple effects far beyond their intended scope.
Finally, the Digital Inclusion Pilot underlined a truth that guides our work at 48percent: connectivity is not a luxury, it is a basic need, essential for full participation in society.
Read our other articles about the Digital Inclusion Pilot and visit our project page.