Introduction

What is digital inclusion?

Digital inclusion sets out to give every individual the same opportunities to participate in the digital society. To do this successfully, it is essential to identify the challenges to be met.

The government has placed digital transformation at the heart of its agenda, while affirming its desire to avoid a digital divide, which would be detrimental to all. This National Action Plan for Digital Inclusion was drawn up by the Ministry for Digitalisation, in close consultation with an inter-ministerial working group dedicated to digital inclusion and with the help of bilateral exchanges with associations and various non-state actors close to populations which may be isolated from the digital world.

Based on the observation that the commitment of society as a whole is needed to avoid a digital divide, a multitude of stakeholders were involved in drawing up this Action Plan.

A concerted approach to address varied and manifold challenges

The National Action Plan for Digital Inclusion is the outcome of feedback gathered during a consultation debate in the Chamber of Deputies, organised at the Ministry for Digitalisation’s request, as well as questionnaires distributed to ministries and public administrations regarding ongoing or planned digital inclusion initiatives. In addition, numerous discussions with non-governmental actors complemented the analysis of the needs and expectations put forward.

The exchanges with the members of the inter-ministerial working group made it possible to draw up an initial inventory of current government actions as well as a catalogue of actions and projects, which the various state entities intend to implement in order to counteract a digital divide among their target audiences. This inventory was supplemented by information gathered during consultations with civil society. These exchanges allowed the Ministry for Digitalisation to fully grasp the difficulties faced by people who are isolated from the digital world.

It can be noted that the parties consulted emphasised that the obstacles to the digital world faced by citizens vary considerably depending on the individual and that the reasons for digital isolation are often manifold. The eclectic nature of society and the different needs and expectations of citizens, depending on their degree of digital vulnerability, add to the complexity of the situation. Factors such as age, disabilities, and language skills ... may also have an impact on the degree of digital inclusion.

It should also be borne in mind that technological development is a never-ending process. As a result, digital inclusion projects and initiatives must evolve in tandem with new technologies to constantly provide quality information and training.

Who is affected?

Many elderly people have no or few necessary digital skills and lack the motivation or confidence to use digital tools.
Some people with disabilities face problems of digital accessibility.
The least skilled workers often lack the necessary basic digital skills.
Among the unemployed, there is evidence that some do not have the basic digital skills needed for reintegration into the labour market.
A number of people on low incomes face problems with digital access and show a lack of motivation to use digital technology.
A number of migrants do not have access to digital technology or do not have the basic digital skills to access it.
A fraction of applicants for international protection and beneficiaries of international protection lack the means to access digital technology.
A number of women and girls still suffer from a digital literacy gap with men.
Some young people lack basic digital skills.

What are the priorities?

facilitating access to digital tools,
fostering the development of digital skills,
counteracting regional differences in digital offerings,
sensitise to online security and online information management,
motivating people to use digital technology.

According to the associations contacted, technological developments must be integrative so as not to create social vulnerabilities or present an obligation for citizens in Luxembourg. To this end, analogue alternatives must remain guaranteed. The representatives of the associations also repeatedly stressed that there is an increased need for more training for the teams of associations and other actors active in the field of digital inclusion in Luxembourg.

The non-state organisations and associations contacted also consider online security, access and digital learning as the biggest challenges for successful digital inclusion in Luxembourg. According to these organisations, access and training in digital skills will then help to develop motivation and digital confidence.

Which solutions could be put in place?

In view of the disparity of target populations, the following solutions are considered the most useful:

offering decentralised group and individual training courses,
offering physical helpdesks,
offering digital public spaces,
allowing a third party to carry out administrative procedures online on behalf of someone else,
developing tutorials and explanatory videos and offering them online.

What strategic levers and initiatives have been identified?

Based on these findings, the Ministry for Digitalisation has defined 3 strategic levers to foster the digital inclusion of all citizens. These levers bring together a set of concrete initiatives of the Ministry of Digitalisation and the actors involved in the development of the National Action Plan for Digital Inclusion.