The digital navigator programme in the time of COVID-19: A case study on Philadelphia’s programme

The onset of the COVID-19 pandemic posed dire challenges for digital inclusion and digital literacy among marginalized communities. This article adopts a case study approach to analyse how the digital navigator programme (DNP) in Philadelphia addresses these challenges. The DNP in this city implements a policy design and governance strategy, which presents a novel approach to bolstering universal access to information and communication technology (ICT) infrastructure, digital inclusion and digital literacy in order to combat the pandemic’s pernicious impact in worsening the digital divide in the city. This policy approach entails collaborative governance and cross-sector partnerships to address digital equity issues exacerbated by the pandemic. This study offers empirical evidence on the demands that the city’s residents placed on the DNP to address their digital inclusion and digital literacy issues. It also provides an understanding of the measures that the DNP’s partners adopted to respond to the citizens’ needs for digital equity.