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Hi, I'm Broderick Johnson,
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Executive Vice President of Public Policy
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and Executive Vice President of Digital Equity
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here at Comcast.
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I'm thrilled to be with you all today to talk about
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how we can support digital inclusion and digital equity.
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First, I'm here with my colleagues, Matt Kalmas,
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and Hannah Hill, from the Boston Consulting Group.
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And they're here to talk about their newly released study,
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entitled A Human Approach to Closing the Digital Divide.
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This is the second report we've done together
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addressing digital equity issues.
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Last year, we've researched barriers to internet adoption.
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This year, we're focused on the role digital navigators
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can play in driving adoption.
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What is a digital navigator?
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Well, a digital navigator works in numerous capacities
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and the simplest definition,
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a digital navigator is someone who helps someone get online.
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It's what many of our nonprofit partners do each
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and every day.
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Digital navigators are teachers, librarians, volunteers,
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many are referred to as digital ambassadors.
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They might lead basic digital skills classes
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or teach more sophisticated skills like coding.
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They can also be people who set up computers
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or who help folks sign up for the internet.
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We can all agree that in our digital world,
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the bridge to opportunity is connected through high speed
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internet and digital navigators show tremendous potential
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to help get more people connected.
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Digital navigators can help families save time and money,
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engaging in things like online banking and online shopping.
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And they can help people connect with loved ones,
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near and far, with a computer and the internet.
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But, and there's always but,
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digital navigators can only help folks who have
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the ability to use high speed internet
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only if they can afford it,
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and only if they choose to connect it in their homes.
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Every major US city is well wired now.
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"Wired up and ready to go," as my former boss,
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President Obama might say,
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because a powerful high capacity network has already
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been built for virtually everyone,
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so access is not a barrier for the vast majority
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of Americans.
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Let's talk about affordability.
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While the policy makers in Washington DC just made
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a huge investment in broadband with the Affordable
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Connectivity Program, also known as ACP.
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The ACP provides tens of millions of Americans
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with a $30 a month subsidy to purchase internet service.
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That means our own internet essentials program from Xfinity
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is available at zero cost to millions of households, zero.
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Let me break it down this way.
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If you're a family of four making $55,000 or less,
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your connection to the internet is free.
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If you're an individual making $27,000 or less, it's free.
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If a member of your household is on Medicaid
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or Supplemental Security Income,
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or nearly a dozen other programs,
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your internet connection is free.
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You know, there's this expression that,
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"there's no such thing as a free lunch."
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Well, that might be true.
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However, there is free high speed internet for qualifying
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families because of the ACP.
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So if the barrier isn't about access
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and it isn't about affordability,
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what's the real problem for so many?
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Well, the real problem is about awareness,
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getting people to sign up for the ACP.
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Imagine this, imagine if Richard Williams said
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to his daughters Venus and Serena,
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"Girls, you have access to a free tennis court down
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"the street, now go figure out how to play."
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If that's all he said to them,
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I think it's fair to say the phenomenal William sisters
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wouldn't be serving 120 mile per hour aces
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and winning Grand Slams.
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It took their dad handing them rackets,
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teaching them the ferocious back hands and fore hands,
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schooling them on the rules of tennis
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and inspiring them to compete against the best,
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and to in fact become the best.
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The same goes for high speed internet.
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We can't just build a network and assume everyone will
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figure out how to use it.
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Sure, many of us have figured it out,
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but many people need our help.
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They need to know what resources exist.
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They need help signing up for the ACP.
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Some folks might need computers and some might need help
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learning how to use their devices and how to navigate
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the internet.
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So this is where digital navigators come in.
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In this study, BCG interviewed more than 1500 users
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who are helped by digital navigators across the country.
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And here are some of the highlights of what
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that study found.
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First more than 65% of users gained access to home internet
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or a computer, thanks to the help of a digital navigator.
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And among African American and Hispanic users,
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that number increased to 72%.
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More than 85% said they use home internet more thanks
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to a digital navigator.
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And best of all, almost half surveyed obtained
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better healthcare and 40% received support with basic needs
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like food, rent, and housing.
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And one in three found a new job, earned a higher income,
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thanks to the guidance of a digital navigator.
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These digital navigators can help change the trajectory
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of a person's life by helping them get connected
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and finding a new higher paying job.
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But that impact doesn't just change that one person's life.
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It changes the lives of their family as well.
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And if we do that for hundreds of thousands of people
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in the United States,
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just think of the impact that could have on our economy,
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in everyone's lives.
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Now, recently I was in Detroit awarding Comcast
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very first Digital Equity and Adoption Grants to three
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Detroit based institutions who do this digital navigator
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work every day.
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This work and these grants are all part of Comcast's
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Project Up, which we announced last year.
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Project Up is a $1 billion commitment we are making
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over the next decade.
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It will help to ensure millions of people in this country
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receive the digital tools and resources
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they need to succeed in our digital world
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and will help empower them to build a world for themselves
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with a future of unlimited possibilities,
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'cause we don't wanna just talk the talk of this powerful
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new research though.
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We also wanna walk the walk and we want to turn this study
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into sustainable action.
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So with that,
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I'll turn it over to Matt and Hannah to take us through this
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groundbreaking new study.
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Thank you, Broderick.
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We will spend the next 15 minutes sharing our research.
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Through our work,
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we sought to develop a more nuanced understanding
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of digital navigators.
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To do so, we interviewed more than 40 digital navigator
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programs nationwide.
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We surveyed more than 1500 users of digital navigator
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programs and we shadowed six programs to both observe
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sessions and talked to program instructors and participants.
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We also captured learning from analogous activation
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campaigns, such as voter registration
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and Affordable Care Act enrollment.
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We use this research to examine the digital navigator
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landscape and identify key program arche types,
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to assess the program experience and impact today,
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and to determine ways to effectively invest
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and scale programs going forward.
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We'll detail our findings across all these areas today.
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As we began our research,
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we took a broad view of what it means to be
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a digital navigator,
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defining it to encompass any community based program
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or organization that supports digital inclusion.
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By using this definition,
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we recognize that many organizations are likely doing this
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work today,
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but not using the label of digital navigator programs.
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We hope that these organizations still find this research
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applicable and beneficial.
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Digital navigators often have the ability to identify
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and address multiple needs at once,
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including needs around digital adoption, usage and comfort.
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They do so through a variety of formats that meet individual
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needs, including one on one sessions,
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group sessions, and hotlines.
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We often find that many digital navigators are driven
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to address systemic inequities,
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often serving communities of color with staff
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from those communities.
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To make the experience come to life,
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we wanted to share the experience of a Digital Navigator
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Skills Training Class that we shadowed.
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It was a class of six students with a mix of beginner
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and intermediate skill levels.
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The class combines self-paced learning and group exercises
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all while providing one-on-one assistance,
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over the course of three hours.
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The students began by setting up their technology
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and logging in.
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Some experienced frustrations 'cause they couldn't
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log in and the instructors helped them troubleshoot,
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identifying extra spaces and email addresses
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or helping students recover passwords.
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The students then worked through a mix of self-paced
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learning and group exercises,
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practicing search terms and building resumes.
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The teacher worked to make it real for them.
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For example, having participants google
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where they can find certain food types
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within their local neighborhoods.
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Throughout the class,
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the teacher walked around to provide additional assistance
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and stayed after to answer more questions,
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sometimes referring students to other classes
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or resources as needed.
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There were a few things that stood out in this experience.
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One, that digital learning digital skills is not a fast
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or a one time process.
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It takes time and repetition,
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for example, to learn how to sign into your email.
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Two, that it's helpful to combine this skill building
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to its use case.
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In this situation,
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it was resumes or Google searches and that helps underscore
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why being online is so important for the students.
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And third, that the instructor is critical.
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You need an instructor that you trust to do things
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such as help you recover your password
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and you need an instructor
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with the time and patience and care to really walk people
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through step by step in those processes.
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Ultimately the digital navigator experience
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is not monolithic.
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Through our research, we identified four major archetypes
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of digital navigators
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each with their own journeys and touchpoints
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in the broader ecosystem.
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The first we called intervention specialists.
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These are digital navigators who are often staff
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at organizations like local libraries and schools
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where you would go for general information.
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They offer quick answers and basic digital support
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and often refer users to a vetted network of resources
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for digital equity related support.
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The second we call digital inclusion specialists.
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These are staff at organizations,
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fully dedicated to serving digital needs
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and advancing digital equity.
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They are the go-to referral for anyone with a digital
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question and often offer training and resources
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for other digital navigator programs.
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Because of the depth of their knowledge,
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they are especially good at improving digital usage
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and comfort for program participants.
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The third we call social change agents.
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These are staff at organizations focused on specific
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populations, for example, older adults or immigrants.
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And they might offer digital training and support to enable
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holistic life outcomes.
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For example,
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they might teach a participant to navigate the internet
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in order to access staff or housing benefits online.
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These digital navigators benefit from their trusted
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and often longstanding relationships with participants
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and their deep understanding of community specific needs.
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They also often draw users who seek support on multiple
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needs at once.
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Finally, the fourth category we call
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functional skill builders.
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These are staff at organizations who focus on functional
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skills, such as education or health
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and who offer digital skills
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training for targeted purposes, for example,
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so participants can enroll in an online GED class.
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They are particularly successful because they can align
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the digital skill building with the concrete end goal
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or outcome.
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Ultimately, we find that programs might be a hybrid
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of the different archetypes
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and a community is most successful
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when there's a mix of all four archetypes
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serving that community.
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Across the board,
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we found that digital navigators are successful
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because of their ability to foster trusted relations
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and provide personalized attention and support.
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First, referrals matter.
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We found 31% of digital navigator users heard about
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the program from someone else they knew
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and 30% had already worked with the organization.
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Second, trust is key.
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45% went to the digital navigator
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because they knew they could help,
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and 41% said the trust was a key factor that led them
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to use the digital navigator.
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And , personalized attention is also critical.
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More than 77% said that they liked the one-on-one format
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because they valued the personalized attention.
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The good news is that the model is highly effective today.
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It is a significant impact on users' digital
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and life outcomes.
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With 66% saying that they now have internet
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or a device at home and 86% saying they use the technology
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more for healthcare, benefits, and jobs,
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and 80% saying that they're now
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more comfortable using that technology.
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In addition, 78% of users were satisfied
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stating that the program helped them quickly fix
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their issues and had helpful instructors.
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That being said,
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we do see differences in outcomes by race and ethnicity.
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Our research found that digital navigators are often more
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impactful for Black and Hispanic users,
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with 72% saying that they now have internet device at home
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compared with 64% of non-Hispanic white users,
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and 89% saying that they use the internet more as compared
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with 86% of non-Hispanic white users.
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However, there are frictions in the user experience
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for Black and Hispanic users.
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They tend to have lower levels of satisfaction with only 70%
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of Black users satisfied as compared with 82%
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of non-Hispanic white users, citing inconvenient hours,
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a lack of trust, and instructors that made them feel bad.
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Reflecting on this research,
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as we think about strengthening digital navigator programs,
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it's critical to make sure that there are digital navigators
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that are from each community and that they have the soft
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skills and cultural training needed to make all participants
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feel respected and encouraged to learn.
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And it is also critical to structure programs to meet
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the needs of the community.
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For example, with weekend hours.
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Ultimately, we find that while the user experience
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with digital navigators is quite strong,
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the digital navigator is able to fix issues,
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answer questions, and build confidence.
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The system around that experience is still largely nascent.
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Digital navigators rely on word of mouth or referrals
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to get new participants.
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There are likely many people who need help,
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but aren't getting it.
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It can be a burden on time and resources for digital
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navigators to build their own curriculum
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or spend time on the phone,
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helping participants navigate through the Affordable
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Connectivity Program application and internet provider
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00:15:00.450 --> 00:15:01.758
customer service.
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00:15:01.758 --> 00:15:04.358
There's also little visibility for both digital navigators
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and participants for how to navigate all the available
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resources.
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In many ways, the digital navigator ecosystem
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is still at the very beginning of the maturity curve.
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Programs have been stood up and expanded throughout
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the pandemic.
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And yet a lot more investment is needed to allow digital
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00:15:21.210 --> 00:15:24.420
navigators to operate effectively and at scale.
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00:15:24.420 --> 00:15:27.000
Scale requires focusing digital navigators on the things
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00:15:27.000 --> 00:15:30.000
that they do best and building the support around
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00:15:30.000 --> 00:15:31.768
them for everything else.
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00:15:31.768 --> 00:15:34.560
This challenge is not unique to broadband.
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00:15:34.560 --> 00:15:37.171
Other activation campaigns like voter registration
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00:15:37.171 --> 00:15:38.790
and healthcare enrollment,
355
00:15:38.790 --> 00:15:41.408
have similarly invested in the people and technology
356
00:15:41.408 --> 00:15:44.970
to get people successfully connected.
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00:15:44.970 --> 00:15:48.360
To that end, to most effectively drive broadband adoption,
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00:15:48.360 --> 00:15:51.060
digital navigators should implement the best practices found
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00:15:51.060 --> 00:15:53.544
in our research, build trust in higher staff
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00:15:53.544 --> 00:15:56.490
from the local community with an emphasis on soft skills,
361
00:15:56.490 --> 00:15:58.230
not just technical acumen,
362
00:15:58.230 --> 00:16:00.120
invest in friend and family networks
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00:16:00.120 --> 00:16:02.100
and robust referral systems from other trusted
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00:16:02.100 --> 00:16:04.328
organizations, prioritize one-on-one attention
365
00:16:04.328 --> 00:16:06.690
for beginners, and then add more group
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00:16:06.690 --> 00:16:08.165
instruction as learners advance,
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00:16:08.165 --> 00:16:10.411
leverage available resources,
368
00:16:10.411 --> 00:16:12.961
push for local partnerships to reduce the burden
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00:16:12.961 --> 00:16:16.590
on individual digital navigator's time,
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00:16:16.590 --> 00:16:18.450
and then continue to serve as the trusted voice
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00:16:18.450 --> 00:16:20.820
on the ground for understanding community needs
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00:16:20.820 --> 00:16:22.980
and finding channels to advocate for these needs
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00:16:22.980 --> 00:16:24.303
and escalate concerns.
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00:16:25.740 --> 00:16:28.980
Still, digital navigators cannot do this on their own.
375
00:16:28.980 --> 00:16:31.650
To drive broadband adoption and support digital navigators
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00:16:31.650 --> 00:16:34.020
to work effectively at scale requires investment
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00:16:34.020 --> 00:16:36.960
and action from all stakeholders.
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00:16:36.960 --> 00:16:39.180
We identified six areas of action that could enable
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00:16:39.180 --> 00:16:40.417
digital navigators.
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00:16:40.417 --> 00:16:44.340
First, we need investment in resources and tools,
381
00:16:44.340 --> 00:16:45.840
including execution, playbooks,
382
00:16:45.840 --> 00:16:48.078
and templated marketing materials and surveys.
383
00:16:48.078 --> 00:16:51.570
It's also helpful to have a central tech backbone,
384
00:16:51.570 --> 00:16:54.370
for example, to help streamline the application process.
385
00:16:55.290 --> 00:16:57.840
We then need to expand the staffing capacity with more
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00:16:57.840 --> 00:17:01.770
people recruiting, local staff from high schools, colleges,
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00:17:01.770 --> 00:17:03.060
community organizations,
388
00:17:03.060 --> 00:17:06.030
or even setting up a national digital navigator core.
389
00:17:06.030 --> 00:17:08.070
We also need the training to ensure new digital navigators
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00:17:08.070 --> 00:17:09.620
can help participants including training
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00:17:09.620 --> 00:17:11.267
in cultural competencies.
392
00:17:11.267 --> 00:17:14.730
Third, we need mechanisms for knowledge sharing,
393
00:17:14.730 --> 00:17:15.563
for example,
394
00:17:15.563 --> 00:17:17.175
through local working groups and discussion forums
395
00:17:17.175 --> 00:17:19.803
or shared resource sites and feedback channels.
396
00:17:20.790 --> 00:17:23.213
Fourth, we can continue to support execution.
397
00:17:23.213 --> 00:17:25.695
For example, with shared information on websites,
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00:17:25.695 --> 00:17:28.618
dedicated customer support lines, and technical guidance
399
00:17:28.618 --> 00:17:31.890
for digital navigators or national marketing campaigns
400
00:17:31.890 --> 00:17:32.943
and cross-sector events
401
00:17:32.943 --> 00:17:35.493
such as a Digital Inclusion Day or Week.
402
00:17:36.600 --> 00:17:39.090
Fifth, it's important to recognize that this research
403
00:17:39.090 --> 00:17:40.260
is just the beginning.
404
00:17:40.260 --> 00:17:42.780
Ongoing research and evaluation are critical to identify
405
00:17:42.780 --> 00:17:45.750
the most effective digital navigator approaches
406
00:17:45.750 --> 00:17:49.080
and conduct ongoing evaluation to refine program design
407
00:17:49.080 --> 00:17:50.880
and continue to expand impact.
408
00:17:50.880 --> 00:17:52.978
And finally, this is all brought together with funding.
409
00:17:52.978 --> 00:17:55.890
We need sufficient funding across the public, private,
410
00:17:55.890 --> 00:17:58.345
and philanthropic sectors to expand outreach,
411
00:17:58.345 --> 00:18:00.239
support digital navigator activities,
412
00:18:00.239 --> 00:18:02.613
and track successes and impact.
413
00:18:03.750 --> 00:18:06.556
What's notable to me on this page are two things.
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00:18:06.556 --> 00:18:10.500
One, no stakeholder can solve the problem on their own.
415
00:18:10.500 --> 00:18:12.300
We need cross-sector collaboration
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00:18:12.300 --> 00:18:14.190
to solve the digital divide.
417
00:18:14.190 --> 00:18:16.890
And two, every stakeholder plays a role
418
00:18:16.890 --> 00:18:18.120
and we need everyone to take
419
00:18:18.120 --> 00:18:20.670
on their roles in order to make a difference.
420
00:18:20.670 --> 00:18:21.510
Agreed.
421
00:18:21.510 --> 00:18:23.880
And there is money to have impact starting now.
422
00:18:23.880 --> 00:18:26.400
Federal funding for broadband has money that can be put
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00:18:26.400 --> 00:18:27.540
to digital equity,
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00:18:27.540 --> 00:18:29.070
including digital navigator programs
425
00:18:29.070 --> 00:18:30.630
in the very near future.
426
00:18:30.630 --> 00:18:33.324
Now is the time to put the investments in place
427
00:18:33.324 --> 00:18:35.580
so that we can start seeing impact sooner
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00:18:35.580 --> 00:18:37.882
and have an even greater ROI from our efforts.
429
00:18:37.882 --> 00:18:39.930
With that, I will turn it back to Broderick
430
00:18:39.930 --> 00:18:41.133
for a few closing words.
431
00:18:42.330 --> 00:18:44.550
Thank you, Matt and Hannah, for your incredibly
432
00:18:44.550 --> 00:18:47.580
insightful research and for taking the time to make sure
433
00:18:47.580 --> 00:18:50.800
we all understand the findings and their implications.
434
00:18:50.800 --> 00:18:52.110
But before you go,
435
00:18:52.110 --> 00:18:54.780
we were able to collect a few questions from partners
436
00:18:54.780 --> 00:18:57.600
who must have read the report within minutes of its release.
437
00:18:57.600 --> 00:18:59.050
So here's the first question,
438
00:18:59.940 --> 00:19:02.820
this pandemic has been going on for more than two years,
439
00:19:02.820 --> 00:19:05.610
and people are starting to get back to a new normal
440
00:19:05.610 --> 00:19:07.290
sense of life.
441
00:19:07.290 --> 00:19:09.991
For example, students are largely back in the classroom.
442
00:19:09.991 --> 00:19:13.747
So Matt, why is this research important today?
443
00:19:13.747 --> 00:19:16.590
This is important now for a few reasons.
444
00:19:16.590 --> 00:19:19.740
While efforts to close the digital divide have been heroic,
445
00:19:19.740 --> 00:19:21.390
the work is not done.
446
00:19:21.390 --> 00:19:24.539
For example, a recent Philadelphia study found that the city
447
00:19:24.539 --> 00:19:28.440
of Philadelphia's investment in and promotion of free
448
00:19:28.440 --> 00:19:31.605
and discount programs helped push the share of households
449
00:19:31.605 --> 00:19:35.349
with high speed connections from 70% before the pandemic
450
00:19:35.349 --> 00:19:38.550
to 84% in mid 2021.
451
00:19:38.550 --> 00:19:40.980
While this jump is truly commendable,
452
00:19:40.980 --> 00:19:43.680
many households in Philadelphia and elsewhere are still
453
00:19:43.680 --> 00:19:47.520
unaware of the available low cost and free options
454
00:19:47.520 --> 00:19:50.340
or face additional challenges related to adoption,
455
00:19:50.340 --> 00:19:51.768
including low literacy rates,
456
00:19:51.768 --> 00:19:55.770
weak digital literacy skills and housing and security.
457
00:19:55.770 --> 00:19:59.130
Digital navigators are critical to closing this divide.
458
00:19:59.130 --> 00:20:02.334
Moreover, digital innovation will continue across sectors
459
00:20:02.334 --> 00:20:04.500
with more learning work,
460
00:20:04.500 --> 00:20:07.290
healthcare and services being offered online
461
00:20:07.290 --> 00:20:10.590
and digital skill requirements will continue to grow.
462
00:20:10.590 --> 00:20:13.140
Digital navigators will remain essential to ensuring
463
00:20:13.140 --> 00:20:16.860
that every American is equipped to thrive in the digital age
464
00:20:16.860 --> 00:20:18.712
of today and the future.
465
00:20:18.712 --> 00:20:21.990
This research is also especially topical now
466
00:20:21.990 --> 00:20:24.150
because the federal government recently passed
467
00:20:24.150 --> 00:20:27.777
the Infrastructure Investment and Jobs Act, or IIJA,
468
00:20:27.777 --> 00:20:31.170
which contains several programs designed to address
469
00:20:31.170 --> 00:20:32.430
the digital divide.
470
00:20:32.430 --> 00:20:35.194
The program includes more than $14 billion in funding
471
00:20:35.194 --> 00:20:38.760
for the Affordable Connectivity Program or ACP,
472
00:20:38.760 --> 00:20:41.130
which subsidizes internet service for millions
473
00:20:41.130 --> 00:20:43.200
of low income households.
474
00:20:43.200 --> 00:20:45.780
As of June 2022, more than a year
475
00:20:45.780 --> 00:20:47.190
after the program launched,
476
00:20:47.190 --> 00:20:49.490
more than 12 million households had signed up,
477
00:20:50.627 --> 00:20:53.180
yet 36 million of eligible households remain unenrolled.
478
00:20:53.180 --> 00:20:55.950
Digital navigators are key to ensuring households
479
00:20:55.950 --> 00:20:57.723
can take advantage of this program.
480
00:20:59.190 --> 00:21:01.530
Those are great points. Thank you.
481
00:21:01.530 --> 00:21:03.240
Second question.
482
00:21:03.240 --> 00:21:04.920
You said you looked at similar adoption
483
00:21:04.920 --> 00:21:06.495
and activation campaigns.
484
00:21:06.495 --> 00:21:09.873
Can you tell us a little bit more about those findings?
485
00:21:10.740 --> 00:21:13.380
And is this issue unique to broadband?
486
00:21:13.380 --> 00:21:14.640
In short? No.
487
00:21:14.640 --> 00:21:17.190
The issue in the solutions we are discussing today
488
00:21:17.190 --> 00:21:19.620
are far from unique to broadband.
489
00:21:19.620 --> 00:21:22.140
We looked at similar campaigns to drive adoption,
490
00:21:22.140 --> 00:21:24.780
including voter registration and affordable healthcare
491
00:21:24.780 --> 00:21:27.750
enrollment and all offered learnings for how to invest
492
00:21:27.750 --> 00:21:30.300
in people and technology to get households
493
00:21:30.300 --> 00:21:31.683
connected successfully.
494
00:21:32.550 --> 00:21:35.820
For example, Rock The Vote uses celebrity influencers
495
00:21:35.820 --> 00:21:38.790
like Michelle Obama and Steph Curry to encourage people
496
00:21:38.790 --> 00:21:40.170
to register to vote.
497
00:21:40.170 --> 00:21:43.080
And they built a technology backbone that enabled more than
498
00:21:43.080 --> 00:21:45.959
a thousand other groups to register voters from the field
499
00:21:45.959 --> 00:21:48.510
in a streamlined and coordinated way,
500
00:21:48.510 --> 00:21:49.773
boosting voter turnout.
501
00:21:51.180 --> 00:21:53.910
In healthcare, the US government built a roster
502
00:21:53.910 --> 00:21:56.370
of certified application counselors to drive awareness
503
00:21:56.370 --> 00:21:58.260
and adoption of healthcare options
504
00:21:58.260 --> 00:22:00.600
under the Affordable Care Act.
505
00:22:00.600 --> 00:22:02.880
The government rigorously trains counselors,
506
00:22:02.880 --> 00:22:05.130
many of whom are based in community health centers
507
00:22:05.130 --> 00:22:08.198
and hospitals, not only on the technical health basics,
508
00:22:08.198 --> 00:22:11.280
but also on the soft skills needed to support vulnerable
509
00:22:11.280 --> 00:22:13.500
and underserved populations.
510
00:22:13.500 --> 00:22:15.570
The counselors then have the credentials to access
511
00:22:15.570 --> 00:22:17.926
application information for the people they're helping,
512
00:22:17.926 --> 00:22:20.340
ensuring that the counselors can stay up to date
513
00:22:20.340 --> 00:22:23.460
and can best support individuals throughout the process.
514
00:22:23.460 --> 00:22:27.060
In parallel, pharmacies have established dedicated lines
515
00:22:27.060 --> 00:22:29.700
for counselors to call and speak with more experienced
516
00:22:29.700 --> 00:22:32.910
service representatives about technical insurance questions,
517
00:22:32.910 --> 00:22:35.310
which leads to a faster and more seamless resolution
518
00:22:35.310 --> 00:22:36.498
of issues.
519
00:22:36.498 --> 00:22:38.444
Well, those are important examples.
520
00:22:38.444 --> 00:22:41.640
Maybe in the future this research we've done will help
521
00:22:41.640 --> 00:22:44.970
inform an adoption issue we can't even conceptualize yet.
522
00:22:44.970 --> 00:22:48.210
Now you both spoke briefly about how this research ties
523
00:22:48.210 --> 00:22:49.710
to digital equity.
524
00:22:49.710 --> 00:22:52.410
Could you say a bit more about how you think about digital
525
00:22:52.410 --> 00:22:54.930
equity in the context of this research?
526
00:22:54.930 --> 00:22:55.890
Definitely.
527
00:22:55.890 --> 00:22:58.410
Digital equity is part and parcel to closing
528
00:22:58.410 --> 00:22:59.850
the digital divide.
529
00:22:59.850 --> 00:23:02.910
20% of Americans lack access to broadband internet
530
00:23:02.910 --> 00:23:04.470
or devices at home,
531
00:23:04.470 --> 00:23:08.010
but the gaps not equal across population segments.
532
00:23:08.010 --> 00:23:11.640
Low income, Black, Hispanic, and rural populations,
533
00:23:11.640 --> 00:23:14.100
disproportionately lack access.
534
00:23:14.100 --> 00:23:16.980
This disparity only exacerbates existing barriers
535
00:23:16.980 --> 00:23:18.570
to pursuing in education,
536
00:23:18.570 --> 00:23:21.570
earning higher incomes and obtaining essential services like
537
00:23:21.570 --> 00:23:23.880
healthcare and financial services.
538
00:23:23.880 --> 00:23:26.070
And this disparity will grow over time.
539
00:23:26.070 --> 00:23:27.767
if the gap is not closed.
540
00:23:27.767 --> 00:23:29.880
More specific to this research,
541
00:23:29.880 --> 00:23:32.580
we find that digital navigators often see equity
542
00:23:32.580 --> 00:23:35.280
is foundational to the work that they do.
543
00:23:35.280 --> 00:23:38.130
Organizations we spoke to said that their work is racial
544
00:23:38.130 --> 00:23:41.070
justice work and that they are fundamentally committed
545
00:23:41.070 --> 00:23:43.222
to building a more equitable community.
546
00:23:43.222 --> 00:23:46.590
Others spoke about how nearly all the people they serve
547
00:23:46.590 --> 00:23:48.379
are from Black, Hispanic, immigrant,
548
00:23:48.379 --> 00:23:50.910
and other underserved communities,
549
00:23:50.910 --> 00:23:52.757
and that they find they're most effective
550
00:23:52.757 --> 00:23:55.920
and trusted when doing so in multiple languages,
551
00:23:55.920 --> 00:23:59.310
and with staff who reflect the population they serve.
552
00:23:59.310 --> 00:24:01.860
It is especially important to implement these best
553
00:24:01.860 --> 00:24:04.950
practices, given our research finding that Black
554
00:24:04.950 --> 00:24:07.770
and Hispanic users today are often less satisfied
555
00:24:07.770 --> 00:24:09.840
with their digital navigator experience
556
00:24:09.840 --> 00:24:13.050
due to a mix of logistical and emotional concerns.
557
00:24:13.050 --> 00:24:15.840
Well, you're absolutely right, Hannah and as diversity,
558
00:24:15.840 --> 00:24:18.900
equity and inclusion continues to be a national priority,
559
00:24:18.900 --> 00:24:22.565
it is so vital that we address the issues feeding into it
560
00:24:22.565 --> 00:24:24.495
like digital equity.
561
00:24:24.495 --> 00:24:26.105
Last question,
562
00:24:26.105 --> 00:24:28.700
'cause we've covered a lot in the last 20 minutes,
563
00:24:28.700 --> 00:24:31.710
what is one thing you would want people to take away
564
00:24:31.710 --> 00:24:33.510
from this research?
565
00:24:33.510 --> 00:24:35.220
What I want people to take away
566
00:24:35.220 --> 00:24:37.620
is that digital access matters.
567
00:24:37.620 --> 00:24:40.735
It's the foundation of our society today and in the future.
568
00:24:40.735 --> 00:24:43.920
And we have the potential and the need to make sure
569
00:24:43.920 --> 00:24:46.200
that every household is connected.
570
00:24:46.200 --> 00:24:48.547
We know that digital navigators work at getting people
571
00:24:48.547 --> 00:24:51.890
connected and ensuring that they feel confident
572
00:24:51.890 --> 00:24:53.027
and capable online.
573
00:24:53.027 --> 00:24:56.763
With this, it's so critical to invest in digital navigators.
574
00:24:57.900 --> 00:24:58.830
Building from that,
575
00:24:58.830 --> 00:25:01.320
I want people to take away that every stakeholder
576
00:25:01.320 --> 00:25:02.190
has a role.
577
00:25:02.190 --> 00:25:04.230
No matter where you sit or what you do,
578
00:25:04.230 --> 00:25:06.600
we all play a role to ensure that digital navigators are
579
00:25:06.600 --> 00:25:09.480
successful and effective in connecting people.
580
00:25:09.480 --> 00:25:11.820
There's so much momentum right now with ACP
581
00:25:11.820 --> 00:25:14.130
and all of the infrastructure funding that it's important
582
00:25:14.130 --> 00:25:16.830
to not forget about activating on all of the infrastructure
583
00:25:16.830 --> 00:25:19.110
that's already been built or is being built.
584
00:25:19.110 --> 00:25:21.300
We have the opportunity to invest in a really powerful
585
00:25:21.300 --> 00:25:23.820
and proven intervention to drive connectivity
586
00:25:23.820 --> 00:25:26.130
and digital literacy that will improve lives
587
00:25:26.130 --> 00:25:29.233
with real impacts across so many dimensions of life.
588
00:25:29.233 --> 00:25:31.500
Thank you both.
589
00:25:31.500 --> 00:25:33.912
This has been such an eye-opening conversation
590
00:25:33.912 --> 00:25:36.552
and I know this research will guide digital equity work
591
00:25:36.552 --> 00:25:38.497
for years to come.
592
00:25:38.497 --> 00:25:41.314
So now that you've learned about the research findings,
593
00:25:41.314 --> 00:25:44.232
we'd like to introduce you to a nonprofit organization
594
00:25:44.232 --> 00:25:48.390
right here in Philadelphia called Beyond Literacy.
595
00:25:48.390 --> 00:25:51.176
Beyond Literacy is the largest adult literacy organization
596
00:25:51.176 --> 00:25:52.319
in the city.
597
00:25:52.319 --> 00:25:54.990
And they have been acting as digital navigators
598
00:25:54.990 --> 00:25:58.233
for their adult learners since the onset of the pandemic.
599
00:25:59.142 --> 00:26:01.020
(upbeat music)
600
00:26:01.020 --> 00:26:02.520 line:15%
My name is Kimmell Proctor
601
00:26:02.520 --> 00:26:05.280
and I have the privilege of leading Beyond Literacy
602
00:26:05.280 --> 00:26:07.230
as its CEO.
603
00:26:07.230 --> 00:26:10.830 line:15%
Here at Beyond Literacy, our mission is to expand
604
00:26:10.830 --> 00:26:13.360 line:15%
opportunity and improve lives through the power
605
00:26:13.360 --> 00:26:16.590
of free high quality education.
606
00:26:16.590 --> 00:26:20.262
We serve adults, families and outta school youth.
607
00:26:20.262 --> 00:26:23.183
My name is Dawn Hannah and I'm chief program officer
608
00:26:23.183 --> 00:26:24.673
at Beyond Literacy.
609
00:26:24.673 --> 00:26:28.263 line:15%
And my primary role is to provide guidance and support
610
00:26:28.263 --> 00:26:31.101
for our adult education, ESL,
611
00:26:31.101 --> 00:26:34.230
family literacy and tutoring programs.
612
00:26:34.230 --> 00:26:36.120
When the pandemic first hit,
613
00:26:36.120 --> 00:26:41.120
we invested in some technology so that we could immediately
614
00:26:41.468 --> 00:26:43.797
put our classes online.
615
00:26:43.797 --> 00:26:47.970
What we found was that over 30% of our students said
616
00:26:47.970 --> 00:26:51.840
they were unable to participate in those online classes,
617
00:26:51.840 --> 00:26:54.600
and we realized we need to do more.
618
00:26:54.600 --> 00:26:57.660
We didn't really have digital navigators by name.
619
00:26:57.660 --> 00:27:00.690
We had case managers who helped our learners overcome
620
00:27:00.690 --> 00:27:02.940
barriers that would get in the way of studying.
621
00:27:02.940 --> 00:27:04.410
After the start of the pandemic,
622
00:27:04.410 --> 00:27:08.370
those case managers had to become digital navigators to help
623
00:27:08.370 --> 00:27:10.200
our learners get access to the internet,
624
00:27:10.200 --> 00:27:14.100
get devices and the skills needed to study remotely.
625
00:27:14.100 --> 00:27:17.190
That's where our partnership with Comcast has been a real
626
00:27:17.190 --> 00:27:21.540
game changer and allowing them to have affordable,
627
00:27:21.540 --> 00:27:25.320
reliable internet through programs, such as ACP,
628
00:27:25.320 --> 00:27:29.490
the Affordable Connectivity Program and internet essentials.
629
00:27:29.490 --> 00:27:33.630
So folks like our student, Diamond, working already 40 to 50
630
00:27:33.630 --> 00:27:37.320
hours a week, and then coming to classes on top of that.
631
00:27:37.320 --> 00:27:40.050
In order for her to take advantage of our online classes,
632
00:27:40.050 --> 00:27:42.510
we were able to hook her up with one of our digital
633
00:27:42.510 --> 00:27:45.570
navigators who told her about ACP,
634
00:27:45.570 --> 00:27:49.530
so she now has home internet that's reliable, affordable.
635
00:27:49.530 --> 00:27:52.260
Beyond Literacy contacted me and let me know
636
00:27:52.260 --> 00:27:54.077
about the ACP program,
637
00:27:54.077 --> 00:27:57.520 line:15%
and they walked me through the steps on my laptop.
638
00:27:57.520 --> 00:28:02.130 line:15%
That helped out a lot because I have to focus on school,
639
00:28:02.130 --> 00:28:03.390
have to focus on work.
640
00:28:03.390 --> 00:28:06.840
I need to use internet essentials for everything I do
641
00:28:06.840 --> 00:28:07.950
involving school.
642
00:28:07.950 --> 00:28:10.470
That's one thing I don't have to stop to do.
643
00:28:10.470 --> 00:28:13.699
I just know what's going to be always paid and on.
644
00:28:13.699 --> 00:28:16.980
Having internet at home helps me a lot with preparing
645
00:28:16.980 --> 00:28:17.910
for college.
646
00:28:17.910 --> 00:28:21.810
I wanna become a therapist because I wanna help people
647
00:28:21.810 --> 00:28:24.210
that kind of been through the same thing as me.
648
00:28:24.210 --> 00:28:26.220
So it's very important to me.
649
00:28:26.220 --> 00:28:27.630
And the help of the digital navigator
650
00:28:27.630 --> 00:28:29.040
did not stop there.
651
00:28:29.040 --> 00:28:31.963
They continue to maintain connection with her.
652
00:28:31.963 --> 00:28:35.400
They check in on her as she completes each phase
653
00:28:35.400 --> 00:28:36.990
of her GED.
654
00:28:36.990 --> 00:28:40.756
Beyond Literacy digital navigators have been helping me
655
00:28:40.756 --> 00:28:45.756
with job opportunities and walking me through steps
656
00:28:45.810 --> 00:28:47.006
to attend college.
657
00:28:47.006 --> 00:28:49.290
That's why I love this program.
658
00:28:49.290 --> 00:28:52.590
They go out they way to make sure you succeed.
659
00:28:52.590 --> 00:28:53.880
Students who are studying English,
660
00:28:53.880 --> 00:28:55.135
students who are studying for the GED,
661
00:28:55.135 --> 00:28:57.281
students who are in our family literacy program,
662
00:28:57.281 --> 00:28:59.580
trying to be able to support their kids,
663
00:28:59.580 --> 00:29:01.920
all of those folks can benefit and have benefited
664
00:29:01.920 --> 00:29:03.960
from our digital navigation work.
665
00:29:03.960 --> 00:29:05.550
Education is foundational.
666
00:29:05.550 --> 00:29:07.140
It leads to opportunity.
667
00:29:07.140 --> 00:29:11.040
It leads to learning, communication, innovation.
668
00:29:11.040 --> 00:29:14.610
Our partnership with Comcast is making a significant impact
669
00:29:14.610 --> 00:29:18.306
on our community and allowing us to bridge the divide
670
00:29:18.306 --> 00:29:20.310
one learner at a time.
671
00:29:20.310 --> 00:29:22.033
Diamond is a perfect example.
672
00:29:22.033 --> 00:29:25.560
She is going to be walking with our class of 2022
673
00:29:25.560 --> 00:29:29.553
and is a success story for our digital navigation program.
674
00:29:36.300 --> 00:29:37.410
Wow.
675
00:29:37.410 --> 00:29:39.238
That was truly inspiring.
676
00:29:39.238 --> 00:29:42.180
The work done by community serving organizations
677
00:29:42.180 --> 00:29:44.880
like Beyond Literacy and countless others
678
00:29:44.880 --> 00:29:47.730
across the country is not only inspiring,
679
00:29:47.730 --> 00:29:51.319
but it's vital to the success of students like Diamond.
680
00:29:51.319 --> 00:29:52.470
To learn more,
681
00:29:52.470 --> 00:29:55.300
please go to comcast.com/digitalnavigators
682
00:29:56.801 --> 00:29:59.740
and for more information about Comcast participation
683
00:29:59.740 --> 00:30:03.679
in the Affordable Connectivity Program and how to sign up,
684
00:30:03.679 --> 00:30:08.580
please visit xfinity.com/acp
685
00:30:08.580 --> 00:30:12.270
or call 1-800-XFINITY.
686
00:30:12.270 --> 00:30:15.030
I hope you all enjoyed learning about the promising role
687
00:30:15.030 --> 00:30:17.547
digital navigators can have in helping to close
688
00:30:17.547 --> 00:30:19.103
the digital divide.
689
00:30:19.103 --> 00:30:21.783
Thank you all for joining us today.