Many citizens remain vulnerable in the face of rapid digital transformation. Businesses have an important role to play in strengthening access to and trust in digital technologies.
The widespread use of smartphones might suggest that everyone has now become a connected citizen, able to navigate modern digital services with ease. However, the findings of the Digital Inclusion Barometer, a report published every two years by the King Baudouin Foundation, paint a very different picture.
Among Belgium’s more disadvantaged populations, nearly one in five people never uses the internet. The report also reveals that 39% of citizens have low digital skills. Between tech-savvy users and those who struggle to adapt to e-banking, e-commerce, e-government, and online health services, the risk of a significant digital divide is very real.
Digital inclusion
To address this issue, more than 150 companies, social organizations, and public institutions have come together under the banner of DigitAll, an initiative launched by BNP Paribas Fortis.
The goal is to promote better digital inclusion through a series of initiatives and best practices aimed at supporting the most vulnerable groups — from at-risk youth to elderly people and those living below the poverty line.
AI: both a solution and a challenge
It remains unclear whether the rapid development of artificial intelligence will further exclude these groups or, on the contrary, help them connect more easily. “On the one hand, AI and language-based solutions can have a positive impact when it comes to communicating or generating interactions that are understandable for everyone on a website or in an application,” explains Linde Verheyden, Director of Public Affairs at BNP Paribas Fortis and initiator of the DigitAll ecosystem. “On the other hand, when misused, AI fuels networks of fake news and scams. People who do not feel confident distinguishing between true and false information may react by rejecting these technologies altogether. In that case, AI becomes a factor of exclusion.”
Today, around 40% of Belgians aged 16 to 74 are in a situation of vulnerability or at risk of digital exclusion.
Catherine Bals, Group Sustainability Lead at Proximus and a partner in DigitAll, confirms thisconcern. To strengthen trust in digital tools, the telecom operator recently launched “Smart en ligne”, an interactive platform designed to help users protect themselves against potential online abuse. “By increasing people’s sense of security, we improve access to digital tools for everyone,” she explains.
Charter
DigitAll also relies heavily on companies and their representatives to move its mission forward and spread its message. As an action plan, the coalition has created a nine-point charter signed by all member organizations. In addition to BNP Paribas Fortis, Proximus and Accenture – the project’s main sponsors – the signatories include BECI, Actiris and Agoria, as well as Brussels-based companies of all sizes such as Bnode, Campfire and Securex.
“We deliberately avoided overly detailed commitments so that each company can adapt them to its own reality,” says Linde Verheyden.
For example, members commit to promoting digital inclusion both within their organizations and externally, while also introducing procedures to assess how well this inclusion is supported among employees, clients, and beneficiaries.
Another key resolution is the sharing of experiences and best practices.“Digital inclusion is a step-by-step process. It is better to learn from what other organizations are doing what works and what doesn’t — rather than reinventing the wheel,” adds Catherine Bals.
More than just ESG
The reasons for getting involved go far beyond corporate social responsibility. “A company that takes action demonstrates that it understands that even internally, new technologies can create digital stress among employees,” Catherine Bals explains. She also notes that improving digital accessibility benefits not only vulnerable users but all customers, especially seniors.
For companies looking to take the plunge, DigitAll has developed the “Digital Inclusion by Design Index.” This tool helps them assess how accessible a digital product is and provides guidance on how to reduce barriers for users. It is available at : digitalinclusionindex.digitall.be
- 40% of Belgians are at risk of digital exclusion
- 32% have low digital skills
- 8% do not use the internet at all
According to the Digital Inclusion Barometer 2024 by the King Baudouin Foundation
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