Digitally Included!

Problem Description

The local government of Sint‑Niklaas receives European, federal, and Flemish funding to strengthen digital inclusion. All new initiatives financed through these funds, as well as existing efforts to close the digital divide, are grouped under the umbrella name “Digitaal Mee!” (“Digitally Included!”). These actions focus on four key domains:

1. Access to digital technology
   (e.g., hardware lending services, affordable internet offers, public computer spaces)
2. Digital skills
   (e.g., workshops, training sessions, courses)
3. Motivation
   (e.g., thematic communication campaigns, outreach)
4. Support
   (e.g., digi‑points, digi‑cafés, digital buddies, home assistance)

The local government seeks insight into the impact these initiatives have on reducing the digital divide. To this end, they request that the contractor conduct a needs assessment among Sint‑Niklaas residents, as well as a baseline measurement and subsequent impact measurements.

Research Questions

1. Needs Assessment

A study among residents of Sint‑Niklaas (and sub‑municipalities) to analyse the digital divide.
Key questions include:

• What barriers and challenges do residents experience?
• What do they need to become fully digitally included?

This assessment helps determine whether current initiatives target the right domains.

2. Baseline Measurement (Zero Measurement)

Mapping the current situation in all four domains—access, skills, motivation, and support—for residents of Sint‑Niklaas.
The purpose is to establish a benchmark that enables meaningful impact evaluation.

3. Impact Measurement

Periodic assessment of the impact of the various e‑inclusion initiatives on the four domains.
These impact insights support policy adjustments, improvement, and long‑term continuation of the programme.

Methodology

An accurate assessment of the complexity of an intervention is essential for developing useful theories of change. For Digitaal Mee! in Sint‑Niklaas, it is advisable to analyse the programme theory at two main levels:

1. Service Delivery Level

Focusing on the services and support offered to the primary target group:
adult residents at high risk of digital exclusion.

2. Governance and Collaboration Level

Analysing local cooperation between involved stakeholders and the structures that frame this collaboration.

The theories of change can also be organised according to the initiative’s primary objectives or the organisational structure.

Expected Deliverables

1. Needs Analysis Report
   Summarising residents’ needs and the needs of the initiatives themselves, and identifying key points of attention for the social impact evaluation.
2. Brief Note on the Registration System
   Assessing the strengths and limitations of the current system and offering concrete recommendations for indicators.
3. Monitoring Notes (Three Measuring Moments)
   Short reports summarising key indicators in a dashboard format, including guidance on how to interpret the data.
4. Presentations and Discussion Sessions
   To share and reflect on interim results with the client and stakeholders.
5. Final Evaluation Report
   Integrating insights from the needs assessment (WP1), baseline measurement (WP2), and impact measurement (WP3).
   The report will:
   • present key lessons learned
   • describe realised impact
   • outline mechanisms and conditions required for effective digital inclusion policy