Every Digitally Enabled B2C Company Needs a Chief Digital Equity Officer

Ever since I started volunteering as a digital literacy instructor for Americorps, it has become obvious to me that the digital divide is an important issue we need to solve as a technology-driven industry.  Last week, I had the chance to meet with a major US hospital’s IT organization who validated my thoughts about the need for every digitally enabled B2C (Business-to-Consumer) company to have a Digital Equity Officer on staff to ensure inclusive utilization of digital tools.  The IT hospital staff shared with me that they had rolled out digital tools like e-checkin that were not adopted by the patients.  In my opinion, the lack of connectivity, device access, and digital skills all play a role in the slow user adoption of digital applications.

• 54% of individuals in households earning less than $25,000 have both fixed and mobile internet connections.

• 55% of Americans with disabilities use a Personal Computer or tablet, compared to 70% of those without disabilities.

• A recent report indicated that 13% of U.S. workers have no digital skills while 18% possess only limited digital skills. Conversely, 35% have proficient digital skills, and 33% are considered to have advanced digital skills.

• There are significant differences in internet performance between urban and rural areas. For instance, median download speeds for users can differ by over 150 Mbps between states, with urban areas generally experiencing higher speeds.

These statistics underscore the ongoing challenges in achieving digital equity across the United States, affecting access to education, employment, and essential services.   Another gap I identified when working with individuals who benefit from free or low-cost mobile devices offered by government programs is that the distributed smartphones are outdated.  Often, they are not capable of running the latest applications.

In my mind, a Chief Digital Equity Officer’s role would be to engage with the community, bridging the gap between a company’s digital tools and the ability for all to utilize these tools.  They would be responsible for developing and executing strategies that guarantee all residents and communities, particularly underserved populations, have access to affordable, high-speed internet, digital literacy resources, and the necessary technology to thrive vis-à-vis digital products and services the organization is rolling out for the sake of streamlined customer experience.

A Chief Digital Equity Officer’s key responsibilities would include:

• Developing and implementing a comprehensive digital equity strategy that aligns with the organization’s goals.

• Collaborating with public and private sector stakeholders, including technology companies, educational institutions, community organizations, and government agencies, to advance digital inclusion initiatives.

• Advocating for policy changes and funding opportunities that support digital access, affordability, and literacy.

• Overseeing digital literacy programs and initiatives to enhance technical skills and customer readiness.

• Addressing barriers to digital access, including broadband infrastructure gaps and affordability challenges.

• Leading efforts to secure private or public funding such as grants to benefit digital equity programs.

• Monitoring and evaluating the impact of digital inclusion efforts, using data-driven insights to refine strategies.

• Serving as a thought-leader and spokesperson on digital equity issues, engaging in public outreach and education efforts to support the organization’s brand philosophy.

In terms of qualifications, the Chief Digital Equity Officer would be well-versed in the following areas:

• Public Policy, Information Technology, Business Administration, or a related field.

• Digital equity, broadband policy, technology access, or a related field.

• Understanding of digital inclusion initiatives.

• Strong leadership skills, fostering cross-functional collaboration and engaging diverse stakeholders.

• Excellent communication, advocacy, and policy analysis skills.

• Familiarity with broadband infrastructure, digital literacy programs, and public-private partnerships.

• Passion for digital equity and a commitment to closing the digital divide.

In closing, I would like to share a few digital equity and inclusion references, including policies and initiatives in hope that they will inspire companies to create this important role within their organization:

• The Digital Equity Act of 2021 aims to promote digital inclusion and reduce disparities. Tools like the Digital Equity Act Population Viewer help identify unserved and underserved populations to address their specific needs. ​ 

• The Access Broadband Act of 2021’s purpose is to improve broadband accessibility through the coordination of federal broadband programs.

• The State Digital Equity Scorecard evaluates how effectively states are addressing digital equity, highlighting areas requiring improvement. ​

• Digital Inclusion Resource Library

• EveryoneOn (Low cost Internet program)

• PCs for People (low-cost quality computers and internet)

• Human-I-T (Discarded devices into digital opportunities for everyone)

• Comcast ProjectUp (Comcast’s $1B commitment to advance digital equity)

• Google.org: Google’s philanthropy (Applied Digital Skills)