Lessons from the ‘Digital Inclusion pilot’ in the Netherlands
The Digital Inclusion pilot highlights how access to internet, devices and digital skills can empower vulnerable communities and reduce social inequality.
In an increasingly digital world, access to the internet is no longer a luxury, it’s a necessity. In the Netherlands, a country often recognized for its digital advancement, the assumption might be that everyone enjoys seamless digital access. But that’s far from the reality. 270,000 Dutch citizens don’t have access to the internet at home, and 1 in 5 has trouble using the internet without help. For the past few years, 48percent has been working alongside partners to explore the often invisible face of digital exclusion in the Netherlands, who it affects, what barriers they face, and how we can meaningfully bridge that gap.
What is digital inclusion?
At its core, digital inclusion means ensuring that everyone, regardless of income, age, or education, can participate in the digital society. It’s about more than just having internet access; it’s about having the devices, skills, and confidence to navigate an online world that increasingly dictates how we learn, work, socialize, and access essential services.
The digital divide in a digitally advanced country
Even in a country like the Netherlands, where internet infrastructure is robust, the digital divide is stark, especially for those already facing vulnerabilities. For people living with limited resources, lacking internet access is not just inconvenient; it’s a serious obstacle. It means missed job opportunities, limited access to healthcare or education, and social isolation. In many cases, digital exclusion compounds existing social and economic inequalities.
As one participant, Coralina, explained:
“Everything is digital these days. […] If you don’t see a letter on time, or haven’t completed a payment on time, then there’s a problem. You can get a debt because of the internet.”
The digital inclusion pilot: a three-part solution
To respond to this challenge, the Digital Inclusion pilot introduced a comprehensive support package:
- Connectivity: Affordable, stable internet access
- Devices: Laptops to ensure participants had the tools they needed
- Digital Literacy: Ongoing personal support and digital skills training
Together, these addressed the three major barriers—lack of connectivity, lack of devices, and lack of digital skills.
Facing the shame of digital exclusion
Through interviews with participants of the pilot, a recurring theme emerged: shame. Many participants concealed their lack of internet access, leaning on relatives or neighbors for help. But this reliance came at a cost, not just emotionally, but practically. Without internet, bills might go unpaid, children might miss school updates, and parents feel left out of their children’s education.
As one father put it:
“You’re not reachable. You don’t have WhatsApp, no Zoom during Covid. The shame. Disempowerment. You want to be involved at your children’s school. […] I’m trying my best to be a good dad, despite not having the financial resources.”
Building independence and confidence
The local support embedded in the pilot proved vital. It helped participants become more self-reliant and confident in navigating the online world. No longer needing to rely on family members or go to the library for basic digital tasks, they gained more control over their financial and personal lives. Timely bill payments, access to public services, and managing official communications became attainable goals.
When internet becomes a trade-off
For low-income families, internet access often comes at the cost of other important expenses. Participants spoke of having to choose between internet subscriptions and extracurricular activities for their children. Ironically, the internet, essential for finding affordable deals or applying for subsidies, was itself out of reach.
The ripple effect of connectivity
Digital access brought more than just functional benefits. It brought joy, freedom, and a sense of relevance. Participants spoke of using their new connectivity to read the news, research topics they cared about, or access cultural benefits through initiatives like the "city pass." Even more heartening, many wanted to pay it forward, using their new knowledge to support others in their communities facing similar challenges.
Digital participation doesn’t stop at the individual level, it radiates outward.
A warm welcome makes the difference
Participants consistently highlighted the importance of a "warm welcome", a friendly, familiar person who helped them navigate the system and answer questions that often spanned multiple domains. This human connection gave them the confidence to engage, ask questions, and stick with the program. It's a reminder that digital inclusion isn't just about infrastructure, it's also about relationships.
A collective effort
The success of the pilot was made possible through collaboration. From internet providers and municipalities to local social organizations and national policymakers, a wide range of stakeholders came together. At the end of the pilot, these groups joined a co-creation session to share learnings and shape future efforts.
What became clear is that affordability remains a key barrier. And that the sustainability of digital inclusion depends on long-term, cross-sector collaboration. Public and private actors must develop a shared frame of reference to streamline action and ensure that digital inclusion becomes a lasting reality.
Looking ahead
The Digital Inclusion pilot shows what’s possible when we take a holistic, human centered approach to digital access. It goes beyond wires and screens, it’s about dignity, opportunity, and connection. The pilot not only helped participants connect online but also empowered them to reconnect with their communities, actively participate in the rest of society, and follow society’s digital development.
Digital inclusion isn’t a one-time fix, it’s an ongoing process. But with the right support, collaboration, and care, we can build a more equitable digital society for all.