Digital Inclusion by Design: Why Equity Can’t Be an Afterthought

Digital equity must be at the center of technology design, not a feature added during implementation or after communities raise concerns. When systems are built without considering the different ways people access and use technology, they fail large portions of the population. In city services, for example, online portals for benefits enrollment or permit applications often assume high-speed internet and computer literacy. But many residents rely solely on smartphones or public Wi-Fi, if they have internet access at all. According to a 2021 Pew Research Center study, 15 percent of U.S. households with school-age children do not have a high-speed internet connection at home, affecting their ability to complete homework or access public information online¹.

To counter this, technology teams must adopt inclusive design practices from the outset. This includes usability testing with diverse community members, mobile-first design, and plain language interfaces. Tools that meet Web Content Accessibility Guidelines (WCAG) and support screen readers and alternative input devices should be standard, not optional. Municipal governments can also partner with libraries and community organizations to pilot new digital services and gather feedback from people who are often left out of traditional tech rollouts. Inclusive design is not just ethical, it’s a practical requirement for serving the full community.

Bridging the Gap with Digital Literacy Support

Even the most well-designed platforms fall short if users are unfamiliar with the basic digital skills needed to navigate them. Seniors, non-English speakers, and individuals with limited education often need more than just a usable interface - they need targeted training. For example, older adults may struggle with multi-step authentication or understanding subscription models in app stores. Without support, they can end up paying for services they don’t use or falling for scams. AARP reports that more than 70 percent of adults over 50 say they need help learning to use new technology².

Cities can address this by embedding digital literacy into their service delivery. One approach is to co-locate tech help desks in high-traffic areas like libraries, recreation centers, or housing authority offices. These support points can assist residents with using city apps, resetting passwords, or understanding digital alerts. Another strategy is to offer community-based workshops led by trusted local organizations. By investing in human support alongside digital tools, governments reduce barriers and increase user confidence. Technology should empower residents, not create new forms of dependency or exclusion.

Procurement Practices That Prioritize Equity

Equity-focused technology begins with procurement. Too often, contracts are awarded based on cost and technical specs, without evaluating how solutions will affect different user groups. Vendors rarely have incentives to build inclusive features unless cities make them a requirement. The City of San Francisco, for example, updated its procurement guidelines to include digital equity and accessibility criteria, requiring vendors to demonstrate how their solutions work for people with disabilities and low digital literacy³.

Municipal governments can revise their procurement templates to include questions about mobile compatibility, multilingual support, and accessibility compliance. Scoring criteria should reward vendors that conduct community testing or include inclusive design certifications. Additionally, cities should consider long-term maintenance and user support in the evaluation process. Equity is not just about who can access a tool on day one, but whether that access is sustainable over time. By embedding these considerations into procurement, cities can shift the market toward more inclusive technology offerings.

Data Strategies that Reflect Community Needs

Equitable technology also depends on equitable data practices. Too often, the data used to drive decision-making is incomplete or biased, especially when it does not reflect the experiences of marginalized communities. For example, broadband availability maps from the Federal Communications Commission (FCC) have historically overstated coverage in low-income neighborhoods, leading to underinvestment in those areas⁴. If cities rely solely on such data, they risk reinforcing existing disparities.

Practitioners should prioritize community-sourced data and disaggregated metrics. This might include conducting outreach surveys in multiple languages, integrating feedback from community-based organizations, or using participatory mapping to identify digital dead zones. Open data portals can be designed to show not just service delivery metrics, but also gaps in usage and outcomes. By aligning data collection with the lived realities of residents, technology teams can make more targeted and accountable decisions.

Technology Governance with Community Input

Equitable outcomes require governance structures that include residents in the design, implementation, and evaluation of technology. Too often, decisions about digital tools are made by IT departments or consultants without community involvement. This disconnect can lead to tools that technically function but fail to meet real needs. For example, a digital payment system for transit fares might work well for smartphone users but exclude riders who prefer cash or lack a bank account.

Cities can address this by establishing advisory boards or task forces that include diverse community voices. These groups should have a formal role in reviewing technology proposals, setting priorities, and evaluating user experience. Participatory budgeting processes can also be used to fund resident-initiated tech projects. The City of Boston, for instance, has included digital inclusion projects in its Youth Lead the Change participatory budgeting program⁵. By creating formal channels for resident input, cities can ensure that technology reflects community values and needs.

Building Capacity Within Local Government

Delivering equity-centered technology requires not just better tools, but a shift in internal capacity. Many local agencies lack staff with expertise in user experience, accessibility, or community engagement. IT teams are often stretched thin maintaining legacy systems, leaving little room for innovation. To address this, governments should invest in interdisciplinary teams that combine technical and community expertise. Positions like digital equity coordinators, service designers, and civic technologists can help bridge gaps between policy and practice.

Training is also critical. Frontline staff, including caseworkers and clerks, need to understand how technology choices affect the residents they serve. Offering ongoing professional development in digital skills, accessibility standards, and inclusive communication can build a more responsive workforce. Cities can also partner with universities and apprenticeship programs to create talent pipelines focused on public interest technology. By embedding equity into the workforce, not just the software, governments can build sustainable systems that adapt to changing community needs.

Bibliography

1. Pew Research Center. 2021. “Internet/Broadband Fact Sheet.” https://www.pewresearch.org/internet/fact-sheet/internet-broadband/.

2. AARP. 2022. “Older Adults and Technology Use.” https://www.aarp.org/research/topics/life/info-2022/technology-use-older-adults.html.

3. City and County of San Francisco. 2021. “Digital Accessibility and Equity in Procurement.” Office of the Mayor. https://sf.gov/news/mayor-announces-accessibility-standards-city-technology.

4. Federal Communications Commission. 2020. “Broadband Deployment Report.” https://www.fcc.gov/reports-research/reports/broadband-progress-reports/2020-broadband-deployment-report.

5. City of Boston. 2019. “Youth Lead the Change: Participatory Budgeting.” https://www.boston.gov/departments/youth-engagement-and-employment/youth-lead-change.