Digital inclusion: how to promote digital access?

14 million French people declare themselves to be digital illiterates: they feel they have difficulties with Internet use, and therefore make little or no use of it. Today, however, the dematerialization of administrative procedures, the digitization of education and job-seeking via the Internet underline the importance ofdigital inclusion. The government, aware of the challenges ofdigital access and committed to reducing factors of exclusion, wishes to encourage the emergence of an inclusive and humane digital society. With the aim of guaranteeing universal access to public services, it has rolled out a National Strategy forDigital Inclusion.

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Digital inclusion and illiteracy: definitions

Digital inclusion refers to the process of making digital technology accessible to all. The aim is to pass on the necessary skills to people who are far from it, so that digital technology becomes a lever for their social and economic integration.Digital access is closely linked to the issue of access to rights for the most socially vulnerable, who lack digital equipment and/or skills. While the dematerialization of public services saves time and provides comfortable flexibility for those who are at ease with digital technology, it represents a real obstacle for others. People who are excluded from the digital world encounter major difficulties in exercising their rights, accessing and maintaining social benefits, finding a job, keeping up with schooling, and gaining access to training and information. Today, the use of digital technology is indispensable in almost every professional or private situation in our daily lives:digital inclusion therefore concerns a very broad public, and not just the elderly or those with disabilities.

People who lack the necessary skills to use digital equipment are referred to as suffering from illiteracy. They find themselves unable to communicate, use basic software or surf the Internet, due to a lack of hardware (lack of computer tools) or teaching (lack of skills). The accumulation of these difficulties does not depend solely on access to equipment at home, but on a more global situation ofaccess to the digital world, which exacerbates social inequalities. Today, 3 out of 5 French people say they are unable to carry out administrative procedures online, and over 19% of French people over the age of 15 are illiterate, according to INSEE.

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National strategy for digital inclusion: the 3 development axes

As part of his five-year term, President Macron is committed to the theme of digital exclusion and illiteracy. To combat these societal phenomena, in 2018 he announced the launch of the National Strategy forDigital Inclusion. This aims to train people in the use of digital technology by mobilizing social organizations, local authorities and major private companies. This strategy is based on 3 fundamental axes providing concrete answers to the challenges ofdigital inclusion in France.

Equipping and training caregivers

The first line of development of the National Strategy aims to professionalize the digital mediation sector by training caregivers, whether volunteers, social workers or service agents. The latter are called upon to accompany people who are not self-sufficient and to provide them with answers to digital emergencies - whether it's completing a tax return at the CAF or registering a child at the canteen. At the same time, the State will fund the modernization of local structures to equip digital caregivers. The aim here is to give resources to social centers, third places, but also to town halls and libraries by offering specific support dedicated to acquiring computer equipment or docking stations.

Supporting local networks and financing training courses

The second axis of the National Strategy reflects the State's ambition to offer free training in digital skills to anyone who wants it. These individuals will be able to access training under the guidance of professionals in various locations - digital public spaces, third-party sites, libraries, France Services, social centers - close to their homes. The French government intends to help by funding these training courses and supporting the proliferation of places designed to help everyone learn digital skills.

Defending local and regional initiatives

The third axis of the National Strategy sets out the need to support the initiatives of local and regional authorities, in order to implement coherent actions tailored to the real needs of local residents. In response to this need, new regional players - territorial hubs - have been created to animate the territory by providing training for mediators, access to digital mediation services, and support for projects rooted in their territory.

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Promoting digital inclusion: 3 solutions

With the aim of developingdigital inclusion, the French government has already put in place a number of measures to meet the three key challenges of its strategy.

Facilitating the work of caregivers with appropriate resources

People suffering from illiteracy require the assistance of trained and equipped social workers. To this end, the French government has already deployed :

• Aidants Connect: the aim of this tool is to provide digital caregivers with legal security when carrying out online procedures on behalf of a user;
• Rapid intervention kit: this device produces advice guides designed to support digital caregivers;
• FranceConnect: this identification and authentication system has been developed to provide universal access to over 700 services offered by French online administrations, using a single individual account.

Developing digital access with dedicated tools

Since the announcement of the launch of the National Strategy forDigital Inclusion, a number of tools have been deployed for the public, including :

• The digital pass: presented in the form of a book of vouchers worth €10 each, it enables beneficiaries to sign up for free digital coaching workshops and training courses;
• The Pix tool: this online public service tool enables users to diagnose their skills. It also offers a range of digital training pathways, and delivers a certification attesting to the acquisition of digital skills after evaluation.

Digital signage is one of the communication media that can be used in training anddigital access support facilities. This moving, attractive and entertaining channel can be used to broadcast a wide variety of interactive content with high memorizing power. The Cenareo solution contributes to the development and dissemination of communications designed to promotedigital inclusion. Easy to use and highly flexible, it is the ideal partner for deploying engaging campaigns on all screens.

Creating a digital network of territories

The French government is determined to provide concrete responses on the scale required. This is why it intends to develop a number of local structures and spaces, designed to revitalize territories:

• Territorial hubs: regional players whose role is to animate their territory by contributing their expertise, but also by providing training, services and support;
• Third places: workspaces open to the public for learning and sharing digital knowledge;
• Territoires d'action de numérique inclusif: a label and incentive scheme for local authorities to set up their own local digital strategies and potentially benefit from the support and tools they need to develop their strategies.

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