Washington, DC's Vision for Digital Equity

The DC State Broadband and Digital Equity Office (SBDEO) is working toward a vision for DC in which every resident, every business, in every corner of DC can live, work, and thrive in the digital age—without bias or barriers.

To realize this vision, the DC SBDEO works to ensure that every DC resident and business has access to affordable, high-speed internet in their homes, and in their local community anchor institutions (CAIs). SBDEO also works to ensure that every DC resident has the skills to effectively use internet access devices, and to be both productive and safe online. SBDEO works to enable residents to gain this connectivity and these skills, both in their daily life journeys, and in their journeys over time.

This includes journeys of younger residents like “Alicia,” who uses the internet throughout the day at the homes of her parents, grandparents, school and at an after-school recreation center.

Another archetypal resident is “Darryl,” who is getting a new device and needs assistance to set it up, to grow his skills, and to access public services. Later, Darryl needs support troubleshooting and replacing a device that has malfunctioned.

Another archetypal resident is “Ana,” who starts out learning basic digital literacy skills so she can help her daughter with her schoolwork. Ana discovers a passion for technology, so she gets training that begins with entry-level skills, and takes her through to advanced training, enabling her to get a job in the high-tech sector.

The DC SBDEO seeks to enable and serve all residents on all their digital journeys, enabling them to thrive in the digital age and unlock the benefits of participation in the digital ecosystem. Support for residents on their journeys, and the “unlocks” and impacts to critical life outcomes are a component of what success looks like for DC as it drives toward digital equity.

Barriers to Digital Equity and Covered Populations in DC

In the District of Columbia, about 88,000 residents in approximately 39,000 households (13 percent) do not have a subscription to high-speed internet at home. This gap in adoption may be driven by a lack of:

• Available infrastructure: 184 broadband serviceable locations (590 households) do not have access to 25/3 Megabits per second (Mbps) service (unserved); 30 additional broadband serviceable locations (32 households) do not have access to 100/20 Mbps service (underserved).
• Affordability of subscriptions: Some 105,000 households (34 percent) are eligible for the Affordable Connectivity Program (ACP), with about 51,000 enrolled.
• Device access: About 54,000 households (17 percent) are without access to a desktop or laptop
• Digital literacy skills: 11 percent of survey respondents do not feel confident about using computers to complete basic online activities.

According to the 2021 American Community Survey (ACS), DC has a greater share of racial and ethnic minorities and people with income below 150 percent of the federal poverty line compared to the US overall. However, DC has a smaller share of veterans, aging individuals (60+ years), individuals with disabilities, and individuals with low English literacy than the total US population.

With regard to the geographic areas where covered populations reside in DC, people living below 150 percent of the federal poverty line, individuals with disabilities, and racial and ethnic minorities are concentrated in Wards 7 and 8. Wards 3 and 4 have a high population of aging individuals, and individuals with low English literacy are concentrated in Wards 1 and 4.

Broadband Adoption and Device Access

Using ACS data, SBDEO compared the broadband adoption rate for each covered population with the state average. Covered populations tend to have lower rates of broadband adoption than populations that are not covered. Every covered population in DC except veterans has lower broadband adoption rates than those not in that population. In other words, the percentage of a covered population that lacks access to broadband service such as cable, fiber optic, or DSL service nearly always exceeds the percentage for the corresponding non-covered population. For instance, 17 percent of those earning under 150 percent of the federal poverty rate are not connected, while just 9 percent of those earning over 150 percent of the federal poverty rate are not connected.

The broadband adoption gap is largest between individuals with household income below and above 150 percent of the federal poverty line (a 26 percentage point difference), followed by individuals with and without a disability (a 24 percentage point difference), individuals with and without a language barrier (a 19 percentage point difference), individuals older and younger than 60 years of age (a 13 percentage point difference), and veterans and non-veterans (a 4 percentage point difference).

When looking at race, the broadband adoption rate among Black or African American populations (64%), is lower than the rates among Hispanic (74%) and Asian populations (78%). White populations have the highest broadband adoption rate among the racial groups (87%).

The same trend is true for device access across all covered populations, including veterans. All members of covered populations have lower device access rates than members of populations that are not covered. The largest device access gap is observed between individuals with household incomes below 150 percent of the federal poverty line (FPL), and those above 150 percent and between individuals with and without a disability (a 23 percentage point difference in both instances). The device access gap between individuals with and without a language barrier (a 13 percentage point differences), followed by the gap between individuals older and younger than 60 years of age is next (a 12 percentage point difference), and veterans and non-veterans (an 8 percentage point difference).

When examining the data by racial or ethnic groups, the device access rate among Black or African American populations (77% is lower than rates among Hispanic (85%) and Asian populations (86%). White populations have the highest device access rate among the racial groups (92%).

Digital Inclusion

DC Broadband Access and Digital Equity survey respondents most frequently worry about their digital safety at least once a week. Respondents specifically expressed concern regarding the privacy and security of their personal data at 31 percent as well as concern about online fraud and phishing at 23 percent. Only after concerns for digital safety, are residents then concerned about their ability to pay for their internet services—13 percent of respondents worry weekly or more.

Both Black or African American respondents and respondents with incomes below $30,000 in DC experience these barriers at higher rates than their peers. For example, Black or African American residents report being concerned about paying their internet bill at double the rate of their peers, with 20 percent worrying one or more times a day.

Individuals with Disabilities

The DC Disability Tech Summit—held on October 21, 2023—highlighted two themes:

1. Digital Accessibility and Inclusivity for Disabled Populations: Learning to use new technology, especially for disabled individuals, poses a significant challenge. There is a need for more support, inclusive devices and software updates, and stronger internet to accommodate people with disabilities. Standardized accessibility regulations are required for the online environment.
2. Varied Internet Usage Among Disabled Individuals: Internet usage among disabled individuals varies; some rely on it for essential functions such as assisted living technologies, while some use it for online meetings, telehealth, and staying up to date.

Aging Individuals

Forums dedicated to senior individuals (including the Commission on Aging, Washington Senior Wellness Center) highlighted the following core themes:

Diverse needs: Seniors are using a wide variety of tech-enabled devices, including phones, laptops, tablets, and smart home appliances, for various purposes (such as streaming, communication, news, and media), all of which contribute to their daily routines, but require a bit more tech support.

Challenges in broadband access: Seniors experience a spectrum of challenges with respect to reliable internet access, including but not limited to:

• Limited awareness about available programs and the need for assistance in setting up Wi-Fi.
• Struggles with limited bandwidth, leading to slower connectivity when using multiple devices
• High internet service costs, often acting as a barrier to access.
• Lack of technical knowledge and understanding of internet-related terminology.
• Difficulties in connecting phones to Wi-Fi, or lack of knowledge on the need to connect to Wi-Fi

Desire for Convenient and Accessible Internet Locations: Seniors expressed a citywide need for having convenient access to internet services from various locations in the district, such as parks, buildings, libraries, and Senior Wellness Centers.

Veterans

An interview with the Mayor’s Office of Veteran Affairs revealed the needs and barriers of the veteran population in the District intersect with low income, low literacy, senior, and disabled populations:

Affordability barrier: Veterans with fixed have difficulty purchasing technology devices and broadband access.

Age barrier: Digital literacy amongst older vets is much lower compared to younger veterans

Barriers to broadband access disrupts veterans’ ability to register and manage their VA benefits, schedule, and attend medical appointments, or register for medical insurance

Low-Income Individuals

Low income levels—especially in Wards 5, 7 and 8—may hinder many underserved DC residents—who are disproportionately members of covered populations—from being able to afford a broadband subscription. Across DC, 21 percent of people are below 150 percent of the federal poverty line, with some wards well above this number. For instance, Ward 5 has 22 percent population below 150 percent, while Ward 7 has 34 percent and Ward 8 has 43 percent.

This disparity is apparent across many areas of DC with 72,000 households recorded as having rent burden (defined as is spending more than 30 percent of household income on rent). Although this is observable across various parts the District, the most impacted areas are in Black and Brown communities such as Wards 5, 7, and 8. Ward 8 shows the largest disparity with a recorded rent burden of 58 percent compared to the DC average of 44 percent. In fact, 36,000 DC households are recorded having a “severe” rent burden (spending more than 50 percent of household income on rent), with Wards 5, 7 and 8 again having the highest rent burden, ranging from 4,600-to-8,300 households affected.

The distribution of affordable housing in DC reflects a legacy of racially discriminatory policies, and is the long-term result of decades of redlining, according to Kathryn Zickuhr. Zickuhr’s 2018 article, “Discriminatory Housing Practices in The District: A Brief History,”’ was published by the DC Policy Center. Zickuhr wrote that jurisdictions had historically used zoning and other tools to keep certain neighborhoods comprised of low-density, single-family homes while concentrating apartment buildings in low-income areas.

In communities where the effects of redlining and rent burden are most felt, residents often struggle to afford other essentials, such as broadband. Economic disparity in these areas may contribute to broadband adoption in these wards being the lowest in the District. Adoption is 77 percent District-wide, but just 73 percent in Ward 5, 63 percent in Ward 7, and 61 percent in Ward 8. As of 2021,14.4 percent of all DC residents said they had no home internet use by anyone in the home. Of these, 24 percent cited the internet being too expensive as their main reason.

Individuals with a Language Barrier

Communities with language barriers (including Spanish, Amharic, and French-speaking communities) faced the following challenges related to internet access and usage:

• Internet affordability and accessibility: Members of these communities often do not have reliable, fast internet connections at home, with some relying on limited, phone-based services. The cost of internet services is a significant barrier for community members, impacting their ability to access the internet effectively.
• Limited awareness of digital programs: Community members might not be aware of existing programs that aim to improve digital skills or provide affordable internet access.
• Reliability and connectivity issues: Community members experience reliability and connectivity problems with their internet services, affecting their ability to access online content.

Individuals who are Members of a Racial/Ethnic Minority

Black/African American Individuals

Listening Sessions with Black and African American residents highlighted several themes:

• Lower broadband adoption and access to devices: The 2021 American Community Survey indicates that Wards 7 and 8, which are predominantly inhabited by Black and low-income residents, experience significantly lower broadband adoption (63% and 61% respectively, compared to 77% in the rest of the District) and access to broadband devices (68% and 61% respectively, compared to 83% in the rest of the District).
• More likely to experience a disruption in broadband access due to affordability challenges: The lower broadband adoption and access rates in predominantly low-income Black areas suggest affordability challenges are significant barriers. Many families rely on mobile phones for internet access due to the high cost of home internet and challenges with data plans. Affordable and accessible internet options are crucial for these families.
• Insufficient access to internet programs and resources: In addition to barriers like infrastructure constraints and high costs, Black or African American residents face the challenge of not having sufficient, readily available support and resources in locations like libraries, churches, and parent centers to address the fundamental connectivity gaps. Additionally, even where programs exist, there is a lack of awareness about those programs, creating a need to deploy tactics that drive awareness about support resources.

Hispanic Individuals

Listening Sessions with Hispanic residents highlighted several themes:

• Internet Accessibility and Affordability: Hispanic participants face challenges related to the accessibility and affordability of the internet. Spanish-speaking participants noted that most of do not have a reliable and fast internet connection at home, with limited and often phone-based internet service. Additionally, the cost of internet services is a significant barrier for community members, impacting their ability to access the internet effectively. Some participants found it unaffordable, while others considered it within their budget.
• Reliability and Connectivity Issues: Hispanic participants also reported issues related to the reliability and connectivity of their internet service. Recurring challenges for community members included interruptions while using streaming services like Netflix and slow internet speeds.
• Limited Awareness of Digital Programs: A common theme among Hispanic participants is their limited awareness of digital programs and support services available in their communities. Members of the community are not always able to identify specific programs or support systems designed to help them improve their digital skills or access affordable internet options.

Incarcerated Individuals

Insights from DC Mayor’s Office of Returning Citizens:

• There is a significant intersection between the incarcerated and returning citizen populations with low-income, racial and ethnic minorities, and disabled individuals.
• While incarcerated, there is a need for both devices and digital skills training to improve readiness for accessing and applying for jobs, job skills, accessing essential government services, and basic life skills upon release.
• Over 90 percent of returning citizens return to someone else’s home, and typically those homes are also underserved and may not have home internet access due to affordability challenges, and digital skills gaps.
• A barrier for incarcerated populations to gaining digital skills is the low level of skills they may have as a result of how quickly technology evolved during the time when they were incarcerated; and lower confidence/embarrassment in the depth of the need.

Digital skill needs range from the very basic, to digital skills that can improve the job readiness of formerly incarcerated individuals:

• Focus on the basic: how to work their phones, save documents, attach documents; set passwords (basic digital literacy training)
• Website development classes
• Coding; app dev
• Digital marketing
• Social media training
• Graphics

Training for the families of returning citizens is also highly valuable, and would increase the ability of the formerly incarcerated individual and his/her entire family to succeed.

Strategy and Objectives

Goal: Make high-quality, high-speed internet accessible to all residents of DC, and drive adoption

Objective: Achieve universal (100%) availability of 100/20 Mbps in DC households.

Strategies:

• Execute a competitive grant program to expand broadband access, and which offers service provider subsides which are required to make the provider business case positive.
• Where required, subsidize deployment of Wi-Fi infrastructure in MDUs, assuring that multiple ISPs can have access so that residents have options.
• Community Internet Program: Allow internet service providers (ISP) free access to the roofs of DC-owned buildings ISPs to provide high-speed connections (200 Mbps upload/200 Mbps download or higher) at reduced or no cost to households eligible for the Affordable Connectivity Program (ACP). These antennas will serve as neighborhood hubs that will feed internet to residential properties – all at no cost to DC.

KPI's:

• Number of unserved broadband serviceable locations (BSLs), with a baseline of 184 BSLs unserved, a short-term goal of 90 BSLs unserved and a long-term goal of 0 unserved
• Number of underserved BSLs, with a baseline of 30 BSLs underserved, a short-term goal of 15 BSLs underserved and a long-term goal of 0 BSLs underserved
• Number of unserved units, with a baseline of 590 unserved units, a short-term goal of 300 unserved units and a long-term goal of 0 unserved units
• Number of underserved units, with a baseline of 32 underserved units, a short-term goal of 15 underserved units and a long-term goal of 0 underserved units

Objective: Increase internet access among community anchor institutions (CAIs).

Strategies:

• Expand the footprint of DC-Net to reach DC CAIs that serve Wards 5, 7 and 8, which are the areas of DC with the greatest broadband needs and gaps.

KPI's:

• Number of Community Anchor Institutions with access to at least 1 gigabit symmetrical service, with a baseline of 1,818 CAI's, a short-term goal of 900 CAIs and a long-term goal of 0 CAIs

Objective: Get to 95 percent equitable adoption of high-speed internet.

Strategies:

• Execute targeted adoption drives with trusted community partners that focus on each priority population.
• Conduct a digital equity grant program to co-invest in top programs that demonstrate results in digital learning, adoption and improving online privacy, cybersecurity, accessibility and inclusivity
• (potential) Expand funding for DC Navigators in DC, in partnership with local stakeholders.
• Mobilize community organizations to increase broadband adoption.
• Expand the Tech Together DC partnership between the DC government, non-profit community, academia, and industry to continue to make progress in closing the digital divide through access, training, and opportunity.

KPI's:

• Percent of internet adoption District-wide, with a baseline of 77 percent, a short-term goal of 85 percent and a long-term goal of 95 percent

Objective: Increase adoption among covered populations.

Strategies:

• Execute targeted adoption drives with trusted community partners that focus on each priority population.
• Conduct a digital equity grant program to co-invest in top programs that demonstrate results in digital learning, adoption and improving online privacy, cybersecurity, accessibility and inclusivity.
• (potential) Expand funding for DC Navigators in DC,in partnership with local stakeholders.
• Mobilize community organizations to increase broadband adoption.
• Expand the Tech Together DC partnership between the DC government, non-profit community, academia, and industry to continue to make progress in closing the digital divide through access, training, and opportunity.

KPIs:

• Percent adoption rate among racial and ethnic minorities, with a baseline of: (1) 64 percent for Black residents, (2) 74 percent for Hispanic residents, and (3) 78 percent for Asian residents; short-term goals of: (1) 80 percent for Black residents, 90 percent for Hispanic residents, and (3) 85 percent for Asian residents; and a long-term goal of 95 percent for all
• Percent adoption among households below 150 percent of the federal poverty level (FPL), with a baseline of 58 percent, a short-term goal of 85 percent and a long-term goal of 95 percent
• Percent adoption for aging individuals, with a baseline of 64 percent, a short-term goal of 74 percent and a long-term goal of 95 percent
• Percent adoption for individuals with disabilities, with a baseline of 54 percent, a short-term goal of 75 percent and a long-term goal of 95 percent
• Percent adoption for individuals with language barrier, with a baseline of 56 percent, a short-term goal of 75 percent and a long-term goal of 95 percent
• Percent adoption for veterans, with a baseline of 71 percent, a short-term goal of 85 percent and a long-term goal of 95 percent

Objective: Increase adoption in high-priority wards (5, 7, 8).

Strategies:

• Execute targeted adoption drives with trusted community partners that focus on each priority population.
• Conduct a digital equity grant program to co-invest in top programs that demonstrate results in digital learning and adoption
• (potential) Expand funding for DC Navigators in DC, in partnership with local stakeholders.
• Mobilize community organizations to increase broadband adoption
• Expand the Tech Together DC partnership between the DC government, non-profit community, academia, and industry to continue to make progress in closing the digital divide through access, training, and opportunity

KPIs:

• Percent adoption in Ward 8, with a baseline of 61 percent, a short-term goal of 78 percent and a long-term goal of 95 percent

Objective: Ensure no DC resident needs to pay more than 2 percent of gross income per month for high-speed internet.

Strategies:

• In addition to ACP drives, identify key areas of the District where CAI connectivity is needed to support residents facing deep affordability challenges, and determine custom approaches to support the community with broadband access.

KPIs:

• Percent of BSLs with access to at least 1 affordable internet plan (less than $30/month) for reliable broadband, with a baseline of 61 percent, a short-term goal of 76 percent and a long-term goal of 100 percent

Objective: Increase uptake of Affordable Connectivity Program (ACP)

Strategies:

• Execute targeted adoption drives, and an ACP knowledge campaign, with trusted community partners that focus on each priority population.

KPIs:

• Percent of ACP-eligible DC residents who are enrolled, with a baseline of 49 percent, a short-term goal of 65 percent and a long-term goal of 80 percent

Goal: Provide sustainable, low-cost, or no-cost devices and IT support and/or software to under-served residents.

Objective: Effectively communicate the value of a connected device to all DC residents and ensure all have access to one.

Strategies:

• (potential) Expand funding for DC Navigators in DC, in partnership with local stakeholders.
• Continue/grow device distribution programs with DC Public Library, DACL and device loaner programs
• Partner with pledge partner companies and non-profits (e.g., PCs for People) to scale up device distribution efforts

KPIs:

• Percent device access, with a baseline of 83 percent, a short-term goal of 90 percent and a long-term goal of 100 percent

Objective: Increase device access among covered populations.

Strategies:

• Execute targeted device provision drives with trusted community partners that focus on each priority population.
• Partner with pledge partner companies and non-profits (e.g.,PCs for People) to scale up device distribution efforts
• Conduct a digital equity grant program to co-invest in top programs that demonstrate results in device distribution and device loaner programs

KPIs:

• Percent device access among racial and ethnic minorities, with a baseline of: (1) 77 percent for Black residents, (2) 85 percent for Hispanic residents, and (3) 86 percent for Asian residents; a short-term goal of (1) 85 percent for Black residents, (2) 90 percent for Hispanic residents, and (3) 90 percent for Asian residents; and a long-term goal of 95 percent for all
• Percent device access among households below 150 percent of the federal poverty level (FPL), with a baseline of 70 percent, a short-term goal of 85 percent and a long-term goal of 95 percent
• Percent device access for aging individuals, with a baseline of 74 percent, a short-term goal of 85 percent and a long-term goal of 95 percent
• Percent device access for individuals with disabilities, with a baseline of 64 percent, a short-term goal of 80 percent and a long-term goal of 95 percent
• Percent device access for individuals with a language barrier, with a baseline of 72 percent, a short-term goal of 85 percent and a long-term goal of 95 percent
• Percent device access for veterans, with a baseline of 78 percent, a short-term goal of 85 percent and long-term goal of 95 percent
• Percent device access for incarcerated individuals

Objective: Stand up a responsive, omni-channel customer service center that serves as a one-stop shop for all residents. Establish a mature ecosystem in DC for affordable tech repair and refurbishing services.

Strategies:

• Partner with local private companies to pilot an expanded Digital Navigators program, which has an on-the-ground presence to support break/fix in targeted areas of DC (areas most in need).
• In partnership with pledge partners, create a cohort of DCDigital Navigators, which includes select locations where there will be drop-off and in-person break-fix support
• Collaborate with government agencies and local vendors to stand up a subsidized customer service center for all residents

KPIs:

• Number of DC residents who receive free tech support, with a long-term goal of 25,000

Objective: Ensure residents feel confident using connected devices and getting the troubleshooting support they need.

Strategies:

• (potential) Expand funding for DC Navigators in DC, in partnership with local stakeholders
• Assess resident satisfaction through a periodic survey
• Support trusted partners to develop and scale digital literacy and skills programming in high-priority areas across the district

KPIs:

• Percent of DC residents who express satisfaction with device distribution and tech support (survey results), with a long-term goal of 80 percent

Goal: Create navigable pathways for DC residents across the spectrum of digital literacy and digital skills

Objective: Enable all residents to be proficient and safe when navigating information and communication technologies.

Strategies:

• (potential) Expand funding for DC Navigators, in partnership with local stakeholders
• Partner with digital equity practitioners in the District to create an online tool that maps all available programming, skills developed, and how to access them
• Conduct a digital equity grant program to co-invest in top programs that demonstrate results in digital learning, adoption and improving online privacy, cybersecurity, accessibility, and inclusivity.

KPIs:

• DC residents ages 16- to-65 lacking digital literacy, with a baseline of 65,000 to 75,000, a short-term goal of 45,000-50,000 and a long-term goal of less than 20,000
• DC residents trained in digital literacy under 65 years old
• Percent confidence in digital skills among racial and ethnic minorities, with a baseline of 90 percent of Black residents, a short-term goal of 92 percent and a long-term goal of 95 percent
• Percent confidence in digital skills among households with income below $30,000, with a baseline of 88 percent, a short-term goal of 92 percent and a long-term goal of 95 percent
• Percent confidence in digital skills among aging individuals, with a baseline of 89 percent, a short-term goal of 92 percent and a long-term goal of 95 percent
• Percent confidence in digital skills among individuals with disabilities
• Percent confidence in digital skills among individuals with language barrier
• Percent confidence in digital skills among veterans
• Percent confidence in digital skills among incarcerated individuals

Objective: enable DC to use technology to improve learning, and the ability to access the tools and jobs of the digital economy.

Strategies:

• Partner with the private sector to expand workforce development programs focused on digital skills, and link them to the feeder core digital literacy programs from which talent can be pulled and developed

KPIs:

• Number of jobs acquired post-training, with a long-term goal of 2,000

Objective: Track resident feedback and work toward increases in well-being, connectedness, and use of digital tools and apps for quality of life (e.g., eHealth, social connections).

Strategies:

• Conduct a digital equity grant program to co-invest in top programs that demonstrate results in increasing well-being and health access
• Assess resident satisfaction and perspectives on well-being through a periodic survey
• Continue to host Tech 101 workshops, which provide free technology workshops to residents who want to build the types of basic skills needed to be successful in a digitally connected world. The goal is to help residents navigate the digital landscape and make technology relevant in their daily lives. These classes help establish a solid technology foundation for residents who may be interested in more advanced digital literacy classes in the future
• DC Tech Locator: Allow residents to find public computer access, free Wi-Fi, and technology training locations in DC

KPIs:

• Number of DC residents receiving public health insurance who have used telehealth
• Number of of DC residents who have used digital channel for at least one government service

Goal: Leverage increased access to broadband, devices and digital skills in strategic partnerships and initiatives with DC agencies to affect economic development and workforce goals, health outcomes.

Objective: All students are prepared for 21st-century economy and academic success, including access to a device and broadband at home

Strategies:

• Develop a centralized asset map detailing all broadband-related resources, state-sponsored programs, and digital skills trainings available to students and families, which improve the online accessibility and inclusivity of public resources and services.
• Partner with the DC Public Schools and other related entities to promote digital skills competencies among K-12 students

KPIs:

• Percent of students with broadband at home, with a long-term goal of 100 percent
• Percent of students with a device at home, with a long-term goal of 100 percent

Objective: The use of telehealth increases, resulting in overall higher access to care and wider healthcare options

Strategies:

• Provide support to partner organizations and grantees to develop digital literacy programs that provide information and educate residents on tools designed for digital health, which improve the online accessibility and inclusivity of public resources and services.
• Provide in-home and public use devices and broadband service to enable access to telehealth appointments and other healthcare-related services

KPIs:

• Percent population that uses telehealth
• Percent population satisfied with telehealth

Objective: Sign-ups for key social services (e.g., SNAP, TANF/Cash Assistance and Medical Benefits) go up due to ease of access via internet

Strategies:

• Analyze web services available throughout the state and create a resource bank of offerings available from the state for enrollment into assistance programs relating to workforce, education, healthcare access, and general civic engagement, which improve the online accessibility and inclusivity of public resources and services.
• Partner with the Workforce Investment Council to promote the use of their existing ‘My Journey DC’ online platform to promote the awareness and utilization of supportive services, which improve the online accessibility and inclusivity of public resources and services.

KPIs:

• Number of monthly visitors to District Direct
• Percent of eligible DC residents signed up for key social services

Implementation Plan and Key Activities

Core implementation activities have been determined based on the vision, goals, and objectives outlined in SBDEO's plan. These activities will address existing digital equity gaps within the District.

State-Led Programming

The DC State Broadband and Digital Equity Office (SBDEO) currently runs multiple programs to advance digital equity in the District, including partnerships with other state agencies. As part of the implementation strategy, the DC SBDEO may use funds to implement the State Digital Equity Plan, to scale existing programming (e.g., Tech 101 workshops, ACP outreach, and other programs), and to collaborate with other state agencies including universities on new programming and research (e.g., a telehealth pilot program and a digital navigators program, longitudinal research on impact of programming).

To ensure that these activities are sustainable and effective, the DC SBDEO will:

• Secure additional sources of federal or local funding to maintain current programs.
• Select partners with expertise and community knowledge to share resources and to deliver programs effectively.

To ensure that these activities are regularly evaluated and updated, the DC SBDEO plans to:

• Define and regularly track KPIs for each program and tie them to the KPIs defined for the DC State Digital Equity Plan.
• Periodically survey program participants for feedback and suggestions on program improvement.

Telehealth Pilot Program

Research suggests that telehealth can be equivalent to, or more clinically effective than, in-person care. The benefits of telehealth include increased patient satisfaction, efficient and high-quality care, and lower costs.

The DC SBDEO aims to support programs that can improve outcomes for covered populations by partnering with DC’s Department of Health (DC Health), and potentially with local universities, to expand access to telehealth across the District in a telehealth pilot program. Given the two agencies’ common focus on increasing healthcare opportunities and achieving health equity in DC, the proposed partnership would ideally provide additional healthcare options to historically disadvantaged communities with limited access to adequate health insurance and medical care. The options included in the state-led telehealth pilot could range from primary care to expanded treatment opportunities in areas such as mental health.

Pilot objectives may include:

• Providing equipment for telehealth services and facilities
• Ensuring access to reliable devices and internet service with the bandwidth necessary for real-time interaction between patients and healthcare professionals
• Providing digital learning and/or digital navigator support to help participants use new devices and applications
• Increasing the use of, and satisfaction with, remote healthcare among covered populations through awareness and education programs
• Providing real-time access to mental health counselors for K-12 students in the school district.

Tech 101 Workshops

The DC SBDEO plans to continue its current Tech 101 workshops. These digital skills workshops are free for DC residents and hosted across the District. The DC SBDEO currently estimates that 120,000-130,000 DC workers may have at most “limited” digital literacy skills, but a 2021 assessment of the number, type, and capacity of digital skills programs in DC showed a capacity of just 34,000. Skills programming is clearly needed, particularly in Wards 5, 7, and 8.

Current workshop topics include:

• Smartphone 101: This workshop helps participants to develop a basic understanding of web-enabled mobile devices. Topics include text messaging, downloading apps, accessing the internet, and setting privacy restrictions.
• Social Media 101: This workshop teaches participants how to use social media. Topics include common uses of social media, popular platforms, frequently used terms, and other useful instruction.
• Cybersecurity Awareness: This workshop teaches participants how to stay safe online. Topics include important definitions, protecting personal information, tips for browsing safely, and advice for parents who want to protect their children online.

In addition to the above sessions, specialized training sessions for small and large groups are available throughout DC. These sessions give residents an opportunity to ask for help with specific topics that may be unique to them and their community. If ongoing funding is secured for this program, and it is scaled up as part of the implementation of the State Digital Equity Program (SDEP), workshops could be held more frequently, the topics covered could be expanded, and specialized training could be developed for small and large groups.

Digital Navigators Program with DC Public Libraries

Digital navigators are trusted community resources who help to resolve basic technology issues. The DC public library system has a digital navigator program at four libraries. The program offers support for computers, laptops, tablets, and phones, as well as for email and internet use, online applications and forms, PDFs and printing, and other topics.

In partnership with the DC SBDEO, this program could expand to additional library locations, including a call center where residents could talk to digital navigators from their homes rather than visiting a library in person. Support could be offered in multiple languages.

ACP Outreach

The DC SBDEO has an existing ACP strategy that is funded by the ACP Outreach Grant Program and entails hosting in-person enrollment events, digital and print advertisements, and using residents’ benefits portal homepage (the page residents use to apply for TANF and other essential benefits). The plan includes offering in-person enrollment assistance in targeted neighborhoods to reach low-income residents, minority residents, and other hard-to-reach groups. All local internet service providers and relevant community-based organizations will be present to simplify the sign-up process.

The program’s goal is to increase ACP sign-ups for the following groups:

• Individuals who received devices through a library partnership
• Youths and members of covered populations who are residents of Wards 5, 7, and 8.

Scaling and continuing this program could involve increasing the number of events as well as increasing the volume and frequency of digital and print advertisements.

Public-Private Partnerships

Through stakeholder engagement efforts, multiple innovative ideas for:

• Increasing digital literacy, digital skills, online privacy, cybersecurity, accessibility, and inclusivity
• Expanding access to devices and broadband and giving residents easy access to resources that would allow them to better engage in digital life.

To make these ideas a reality, the DC SBDEO plans to work through public-private partnerships, including but not limited to:

1. DC Tech Hubs
2. Omni-channel tech support and break/fix ecosystem
3. Device-lending and distribution program

To ensure that these activities are sustainable and effective, the DC SBDEO plans to:

• Select public and private partners who have the expertise and community knowledge to share resources and to deliver programs effectively. Public sector partners may include other DC agencies and universities.
• Collaborate with partners who can contribute resources (financial and otherwise) to continued efforts.

To ensure that these activities are regularly evaluated and updated, the DC SBDEO will:

• Define and regularly track KPIs for each program and tie those KPIs to the KPIs defined for the DC State Digital Equity Plan.
• Periodically survey program participants for feedback and program iteration.

DC Tech Hubs

“DC Tech Hubs” could serve as accessible, welcoming spaces that meet DC residents’ broadband and digital inclusion needs. Tech hubs are physical, public spaces that would be primarily located in Wards 5, 7, and 8 (the areas of highest need with the lowest broadband adoption rates and the lowest rate of access to devices) and would serve covered populations. Tech hubs present a great opportunity to partner or co-invest with a private company.

The physical spaces would include:

• Small study rooms and workspaces equipped with internet-connected devices and multi-media technology for remote learning
• Private call areas that are suitable for telehealth appointments or other private conversations
• Large-group training rooms outfitted for in-person and virtual skills development courses for adults
• Collaborative community and event space
• High-speed Wi-Fi
• Hours allowing for community use.

Programming may include:

• Training for staff/volunteers to become digital navigators who could assist community members in internet adoption, device use, software use, applications, and the internet
• Broadband sign-up assistance and programs that provide technology support
• Multi-lingual outreach to support adoption and digital literacy
• User training in cybersecurity, privacy, and other digital safety matters
• Digital literacy/upskilling (from beginner-level to advanced)
• Computer science, coding, and cybersecurity education programs
• A device-lending library and device demonstrations
• Resources and courses for small businesses (with topics such as “how to build a website” and “how to grow a social media presence”).

Omni-Channel Tech Support and Break/Fix Ecosystem

In partnership with the District of Columbia and private organizations, a responsive, omni-channel customer service center could be set up to serve as a “one-stop-shop” for all residents. This program would be a step toward a mature ecosystem in DC for affordable tech repair and refurbishing services. Participants would better understand how to use, troubleshoot, and fix their devices, and residents would have a way to maintain and service their devices – especially devices distributed through a device-lending and distribution program. This solution is considered to be “omni-channel” because residents would be able to get live help in person or by phone, and they could drop off their devices for repair.

Device Loan/Distribution Programs

DC has existing device distribution and lending programs, such as the recently piloted DC Public Library device distribution program, which has distributed over 8,000 Chromebooks to residents, and the Department of Aging and Community Living’s Senior iPad program. In cooperation with private partners, DC could assist the 17 percent of residents without access to a device, particularly those who belong to covered populations.

In one potential model for this program, companies and residents could donate their old devices. In partnership with sponsoring companies and non-profits, the devices could be refurbished and lent or distributed to residents in need.

Due to the cost of devices, private partnership, and guidelines for determining residents’ qualifications would be necessary. Devices could be distributed through an online ordering system, through non-profits and other partners, or through tech hubs. To ensure sustainability, devices could also be offered at low cost, and subsidized repairs would be available. Residents could choose the type of device they would like to use (e.g., an iPad or a Chromebook), and devices could come pre-loaded with relevant apps and bookmarks (such as a bookmark for DC’s essential services).

DC Digital Equity Grant Program

The DC SBDEO recognizes that many local and community organizations are already actively engaged in digital equity work with various covered populations throughout DC. To support and enable DC residents to further benefit from the work already underway, the SBDEO will use a portion of BEAD funding to launch a Digital Equity Grant Program.

To ensure an effective program, the SBDEO will conduct a fair, open, equitable, and competitive selection process that prioritizes the programming most needed by DC’s covered populations and that has stated community support. While each sub-grantee’s approach and focus may differ, the program’s outcomes are intended to support and expand digital equity initiatives across the District.

Eligible sub-grantees may include (but are not limited to) community and economic development agencies, educational institutions and programs, and nonprofit organizations. Both new and existing partners are encouraged to participate. The selection process will encourage the participation of minority-owned businesses and other socially or economically disadvantaged, individually-owned businesses.

To qualify for a grant, potential sub-grantees should:

• Have a clear plan for measurable impact, and the data and metrics they will track to show the program’s progress.
• Demonstrate relevant experience and expertise through proven success in broadband and digital equity programs or through innovative ideas.
• Have a community presence – with strong relationships in the population they intend to serve – and community support for the application.
• Have access to funding outside DC digital equity grant programs to ensure sustainability, and/or have a plan to achieve sustainability.

Potential programming that may be funded includes:

• User training in cybersecurity, privacy, and other digital safety matters
• Remote learning or telehealth services/facilities
• Digital literacy/upskilling (from beginner-level to advanced)
• Computer science, coding, and cybersecurity education programs
• Broadband sign-up assistance and programs that provide technology support
• Multi-lingual outreach to support adoption and digital literacy
• Prisoner education to promote pre-release digital literacy, job skills, online job acquisition skills, etc.
• Digital navigators.

To ensure that subgrantees’ activities are sustainable and effective, the DC SBDEO plans to take the following measures:

• Require sub-grantees to demonstrate their qualifications for digital equity funding, including:
  • The ability to carry out activities funded by the subgrant competently and in compliance with all applicable federal, Eligible Entity, and local laws.
  • The financial and managerial capacity to meet the subgrantee’s commitments under the subgrant and the requirements of the program.
  • The technical and operational capability to provide the services promised in the subgrant in the manner contemplated by the subgrant award.
• Provide technical assistance to potential sub-grantees.

To ensure that subgrantees’ activities are regularly evaluated and updated, the DC SBDEO plans to adopt the following mechanisms:

• Require potential subgrantees to define and regularly track KPIs for each program and tie them to the KPIs defined for the DC State Digital Equity Plan.
• Oversee and regularly audit sub-grantees’ activities (e.g., require reports from grant awardees on their program’s progress and success).
• Require sub-grantees to collect feedback from program participants and incorporate the feedback into their reporting.

The DC SBDEO may conduct site visits and supplemental interviews and surveys of participants to further assess the programs’ impact.

Stakeholder Engagement

Critical to designing, executing, refining, and improving an effective digital equity program is feedback from stakeholders. This feedback must first come from the residents whom the SBDEO seeks to enable, especially covered populations; of its total population, DC has higher percentages of low-income residents, racial and ethnic minorities, and Black individuals than the overall US does. Feedback should also be gathered from the multiple resident groups, non-profits, and other community organizations whose priorities align with the DC SBDEO’s vision for broadband access and digital equity, as well as from government agencies, ISPs, private businesses, and academic institutions. To ensure that all core activities and strategies are implemented with a holistic view of the community and stakeholders, the DC SBDEO will continue to engage stakeholders throughout the implementation period.

Stakeholders will be engaged through the following channels during the implementation process:

1. TechTogether DC: TechTogether DC is a values-led partnership among the DC government, non-profits, academia, and the broadband industry. The partnership works to bridge the digital divide by offering access, training, and opportunity. TechTogether has been a pillar of the stakeholder engagement process for the BEAD Five-Year Action Plan and the State Digital Equity Plan. SBDEO plans to host bi-monthly TechTogether DC meetings through the end of 2024.
2. DC SBDEO engagement with and support of community events: As implementation proceeds, the SBDEO will actively engage with the community and provide opportunities for live feedback.
3. Periodic alignment meetings with agency partners: The SBDEO will have regular touchpoints with government agencies that have aligned priorities or serve as partners on initiatives.
4. Regular resident surveys, with a focus on covered populations: The SBDEO will regularly survey residents, targeting covered populations and Wards 5,7, and 8. This survey will measure residents’ satisfaction with programs and explore digital literacy topics.

To ensure that this activity is sustainable and regularly evaluated, the DC SBDEO will adhere to its planned calendar, which incorporates regular evaluations. Effectiveness will be measured by regular survey results.

DC Wants to Hear From You

SBDEO's draft Digital Equity Plan is open for public comment until December 19, 2023. Members of the public can submit their feedback using SBDEO's designated email (techtogether@dc.gov.) More information about broadband efforts in DC can be found on the SBDEO website.

More in this series:

• Oregon's Plan for Meaningful Broadband Access
• Massachusetts' Unified Vision of Digital Equity
• Alaska's Plan to Address Broadband Adversity
• Georgia's Plan for Digital Connectivity
• In a New York State of Digital Equity
• A Plan for Digital Equity in Delaware
• Equity for the Digital Age: Maryland's Plan
• North Dakota's Collective Approach to Digital Equity
• A Plan for Connecting New Jersey
• Achieving a Digitally Inclusive Ohio
• A Digital Access Plan for All Idahoans
• Envisioning a Connected, Interconnected Alabama
• Missouri Pursues Sustainable Digital Opportunity Initiatives
• A Digital Equity Plan to Connect All Kansans
• South Dakota's Plan to Leverage Digital Equity to Reach Economic Goals
• Aloha Spirit Inspires Hawai'i Digital Equity Plan
• The Plan for Closing Nevada’s Digital Divide
• Wisconsin's Digital Equity Values
• ¡Su opinión cuenta! Puerto Rico Releases Initial Draft of Digital Equity Plan | ¡Su Opinión Cuenta! Puerto Rico Pública el Borrador Inicial del Plan de Equidad Digital
• Kentucky Pursues Full and Equitable Digital Access for All
• Tennessee Drafts a Digital Opportunity Plan
• Washington State Sets Digital Equity Goals
• West Virginia's Plan to Conquer the Digital Divide
• Rhode Island Works to Bring Broadband to All Residents
• Wyoming Seeks Feedback on Digital Access Plan
• Communities Know Communities Best: Michigan's Digital Equity Plan
• Montana's Digital Opportunity Plan
• Achieving Digital Independence in Utah
• Maine's Vision of Digital Equity
• A Look at Louisiana's Draft Digital Equity Plan

The Benton Institute for Broadband & Society is a non-profit organization dedicated to ensuring that all people in the U.S. have access to competitive, High-Performance Broadband regardless of where they live or who they are. We believe communication policy - rooted in the values of access, equity, and diversity - has the power to deliver new opportunities and strengthen communities.

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