Case studies

Addressing the digital divide between rural and metropolitan NSW public schools

The Rural Access Gap program was set up to address the growing digital divide between metropolitan and rural, regional and remote public schools in NSW. The program, supported by the Digital Restart fund, aimed to provide schools with learning and education opportunities equivalent to their metropolitan counterparts, through modern IT equipment, collaboration tools and professional learning, and upgraded infrastructure to provide faster and more reliable internet access.

Helping people build and buy digital products and services that everyone can use

The Accessibility and Inclusivity Toolkit can be used by agencies and communities to make sure digital products and services meet accessibility guidelines, so everyone can access them. This promotes inclusivity, equal access to information and digital opportunities.

Making digital connectivity throughout the state world-leading, affordable and resilient

The NSW Digital Connectivity Index, launched by the NSW Telco Authority with support from the Department of Customer Service Spatial Services, is an interactive map measuring digital connectivity quality through access, affordability, and demographics, using 220 million datasets. It helps government agencies and communities make informed decisions, prioritise digital inclusion, and guide infrastructure investments.

An index score measures the quality of digital connectivity in an area. The higher the score, the more favourable the conditions of digital activities are in an area. NSW has an overall index score of 55. 

NSW Health’s secure virtual platform for clinical consultations

eHealth NSW collaborated with the Agency for Clinical Innovation to create a secure virtual platform for clinicians, patients, and carers. They gathered user requirements and piloted the platform with six health districts in 2019 before its statewide launch in September 2020. Leveraging existing videoconferencing services, they enhanced capacity to support widespread virtual care.

The platform streamlined clinical workflows, offered improved monitoring and reporting, and improved access to interpreter services statewide. There have been 300,000+ virtual consultations conducted in total and 16,000+ virtual consultations a month.

Breaking down barriers to digital inclusion

The NSW Government is developing the first Digital Inclusion Strategy in our state. The strategy aims to ensure everyone in NSW can access, afford, and engage with digital technologies and services. The strategy will address challenges and provide support regardless of location, age, race, gender identity, socio-economic status or disability.

The Digital Inclusion Strategy aims to support the 60% of Australians who feel they can’t keep up with rapid changes in technology.

Supporting older people in NSW with access to low-cost or free digital literacy training

This NSW Government initiative, in partnership with Telstra, provides low cost or free training sessions for older people to build confidence using online services. The low-cost or free digital literacy training at beginner, intermediate and advanced levels includes the use of computers, tablets, smartphones and online applications such as email, social media and cyber safety. Digital inclusion helps seniors to be active and independent members of their immediate and broader communities.

Highlighting the importance of cultural competence and celebrating diversity

The Multicultural Plan was developed based on community and staff feedback and aims to tailor services for multicultural communities, enhance staff workplace experiences and opportunities, and promote social and economic participation. It highlights the importance of cultural competence and celebrates diversity within the NSW Department of Customer Service’s workforce.