Problem Description
Evaluating the Digibanks project is highly relevant in light of the persistent digital divide and the accelerated digitalisation of (social) services since the COVID‑19 crisis. The Barometer for Digital Inclusion 2022 shows that nearly one in two Belgians aged 16–74 remains vulnerable to digital exclusion. Overall digital skills levels barely seem to improve, while expectations from service providers and society continue to rise.
Recent figures highlight large and persistent inequalities in the population. Digital exclusion strongly correlates with socioeconomic status, education level, family composition, migration background, and age. These differences are also reflected in the use of essential online services such as e‑banking, e‑commerce, e‑administration, and e‑health. As a result, digital exclusion is directly linked to an increased risk of under‑protection.
The three objectives of the Digibanks—(1) improving access to digital technology, (2) strengthening digital skills, and (3) ensuring access to essential services—align closely with the challenges of digitalising (social) services. Given the urgency of these issues, it is crucial to assess the effectiveness, shortcomings, opportunities for growth, and support needs of this expanding field.
A theory‑driven evaluation approach broadens the effectiveness question from “What works?” to “What works, for whom, why, and under which circumstances?”
Research Questions
- Which factors—relating to both service design and project context—determine the effectiveness of local Digibank projects in reaching diverse target groups and achieving the intended outcomes?
- What is the impact of local Digibank projects on digital inclusion among the target groups?
In addition to reach, we investigate changes in:- environment
- motivation
- knowledge
- self‑reliance or self‑efficacy
- actual use of digital technologies
- How effective is the Flemish Digibanks programme in supporting sustainable local partnerships for digital inclusion?
This relates to the contribution of the support system provided by the Department of Work and Social Economy (e.g., preparatory trajectory, knowledge exchange, implementation support).
Methodology
The project uses a mix of quantitative and qualitative methods:
- Literature review on factors that determine the effectiveness of Digibanks
- Secondary data analysis of existing data collected by local Digibank projects
- Additional surveys administered to coordinators of existing Digibank projects
- Focus groups with involved professionals
- Face‑to‑face surveys with the final target group
- Critical incident interviews exploring decisive moments in service delivery
Output
At the end of the project, the results will be made publicly available and presented during a public closing event. The format of the outputs will be determined in consultation with stakeholders and disseminated through the researchers’ networks, as well as through the Digibanks project, civil‑society umbrella organisations, and the Department of Work and Social Economy.
The research will map the diversity of strategies and practices within the Digibanks project. Based on the experiences of coordinators, volunteers, clients, and staff, we will identify the key mechanisms, effective principles, and critical conditions for setting up and managing successful Digibanks.
These insights will be compiled into a practical guide offering inspiration and concrete tools for both ongoing and new Digibank initiatives.