As the WEF explores in the feature video, as technologies reshape our world, the digital divide risks deepening unless urgent action is taken.
To ensure everyone can benefit from the intelligent age, we need to take practical steps to bridge digital gaps.
Digital inclusion, in the context of digital service design, refers to the intentional and systematic approach to creating digital services, platforms, and products that are accessible, usable, and valuable to all individuals, regardless of their socioeconomic status, physical or cognitive abilities, geographic location, or digital literacy levels.
It ensures equitable participation in the digital world by addressing barriers to access, skills, and engagement as an integral part of the design process. Digital inclusion programs aim to ensure equitable access to digital technologies, skills, and opportunities, particularly for marginalized or underserved groups.
Digital Lifelines
An exemplar blueprint of these best practices is the Scottish Government’s Digital Lifelines initiative, launched in April 2021 with £3.2 million in initial funding, which aims to reduce drug-related harm and deaths by enhancing digital inclusion for vulnerable individuals who use drugs.
Managed by the Digital Health & Care Innovation Centre (DHI) in partnership with the Scottish Council for Voluntary Organisations (SCVO) and Simon Community Scotland, the program provides digital devices, unlimited data connectivity, and digital skills training to connect participants with essential services, family, and support networks, aiming to reduce drug-related deaths by enhancing access to digital tools and services.
Since its inception, DLS has supported 5,502 individuals, distributed 3,044 devices, and trained 518 staff and volunteers across 35 organizations. Key initiatives include:
- Digital Inclusion: Providing devices, connectivity, and digital skills training to at least 2,400 at-risk individuals and 300 staff/volunteers, empowering them to stay connected with support services, family, and friends. Over 30 organizations have been funded to support this effort.
- Digital Products and Services: Funding the development of harm reduction tools like the “By My Side” app, co-designed with women for evidence-based support, and the “Here4U Scotland” app to assist those using drugs alone. Projects like the OLE project explore telehealth to improve treatment access for opioid users.
- Grant Funding: Through programs like Early Adopters, the initiative has provided grants (e.g., £15,000–£85,000) to organizations addressing digital inclusion in areas like homelessness and post-custody support, with a focus on learning effective interventions.
- Co-production and Research: Emphasizing collaboration with people who have lived experience, the program works with partners like the Drugs Research Network Scotland (DRNS) to evaluate outcomes and shape future services.
The program uses a person-centered approach, co-designing solutions to address systemic barriers, with ongoing evaluations to ensure sustainability and effectiveness in reducing drug-related harm.
The By My Side app is a harm reduction tool designed specifically for women who use drugs in Scotland. It aims to address the disproportionate rise in drug-related deaths among women, particularly those over 35, which increased by 293% from 132 deaths in 2009 to 387 in 2021. The app was co-designed with women supported by SCS, ensuring it meets their specific needs and challenges.
The app provides evidence-based information on safer drug use practices, such as safer injecting techniques, overdose prevention, and wound management. It aims to fill the gap in accessible, user-friendly harm reduction knowledge, as much existing information is tailored for professionals rather than users.
The initiative has secured £783,150 for 2025/26, with plans for further expansion over the next two years, subject to funding. It operates through six workstreams, including Digital Inclusion and Digital Products, developing tools like the By My Side harm reduction app and the Here4U overdose detection pilot.
An evaluation by Figure 8 Consultancy Services highlighted significant improvements in digital access, wellbeing, and harm reduction. The program’s success has drawn international attention from countries like Ireland and the UAE.
