What is digital inclusion?

What it is

Inclusion means not shutting anyone out. Digital inclusion is the Dutch government’s goal that everyone can take part now that more and more things are digital. That does not happen by itself, because not everyone can use digital services equally easily: someone may lack the means or the skills, for example, or have a disability.

Taking part takes more than being handy with a phone. You need a device, such as a computer, tablet or smartphone, and you need to be able to read, write and do maths. You also need to understand how the digital world works, for example what is safe.

Digital skills are measured in five areas, such as communicating online and protecting your privacy. In 2023, 95 per cent of people aged 12 and over had more than basic skills in communicating online, but in protecting their privacy this was 74 per cent.

Why it matters

The Netherlands is far ahead with digitalisation, and that is why the consequences are big if you cannot keep up. With limited digital skills, you get stuck with things like an invitation by email, a QR code, logging in to a portal or a video call. This applies to many people: in 2025, 84 per cent of Dutch people aged 16 to 75 had at least basic digital skills, so about 1 in 6 did not. People over 75 were not counted.

Older people, people with a lower level of education or a lower income, and people who find reading and writing difficult benefit less from digitalisation. The differences are large: in 2023, 70 per cent of people with hbo (higher professional education) or university had more than basic skills, compared with 29 per cent of people with at most vmbo (pre-vocational secondary education). Among 25- to 45-year-olds this was more than twice as common as among 65- to 75-year-olds, and four times as common as among people over 75.

For people who find reading and writing difficult, the chance of limited digital skills is three times as high. In the Netherlands, about 3 million people aged 16 to 75 have difficulty with reading, writing and/or maths; you can read more about this in Recognising and discussing low literacy.

Many people do want to take part, but do not know how, or need some help with it. And asking for help is hard, because people may feel ashamed.

How to do it

1. Ask about it, without judging. Ask whether your client wants to take part digitally, and whether they have a device and internet. Mention that many people find it difficult, and do not decide for your client whether they want to take part digitally. The quickscan from Pharos (a Dutch knowledge centre on health inequalities) gives you example questions to start the conversation. You can read how to recognise signs in Recognising and discussing low literacy.
2. Make a warm referral. Put your client in touch with local help yourself, instead of only giving them an address. The Informatiepunt Digitale Overheid (Digital Government Information Point) helps people to arrange things online themselves, for example with the municipality, UWV (the Dutch employee insurance agency) or the Belastingdienst (the Dutch tax authority). The library often helps too: there are more than 300 Taalhuizen and Taalpunten (local places where adults can learn language and digital skills) in libraries, where people can practise. At the DigiHulplijn (0800 1508), trained volunteers answer questions about computers, smartphones and the internet.
3. Keep a route without a screen open. For example phoning, visiting in person or a letter. This is important for people without a smartphone, tablet or computer, and for people who get stuck online. With our tool Schrijfmaatje (in Dutch), the recipient does not need a screen: the card comes by post, and they can write back on paper. Also give appointments on paper.
4. Make your own tools together with clients. Test them with people who are less digitally skilled. How to do that is in Designing a digital tool together with clients. Also look at your own letters and website, for example with the Checklist for a text at language level B1.

Example: an online application to the municipality

A client has a letter from the municipality. She has to apply for something online, and has never logged in with DigiD (the Dutch government login). You do not make the application for her with her details. But you can write down together what she wants to ask for, and go together to the Informatiepunt Digitale Overheid in the library. There she makes the application herself, with help.

For other matters, such as her tax return, she can authorise someone with DigiD Machtigen (the DigiD service for giving someone else permission to act for you).

Points to watch

• Do not log in with your client’s details. Are you helping a client with DigiD? DigiD login details are never given to someone else. So use DigiD Machtigen: your client then chooses which task you may do, and for how long. If your client does not have DigiD, they can authorise someone by calling the DigiD helpdesk. The code then comes by post.
• Do not quietly take over. If your client wants to learn it themselves, help them with that. If you do it yourself for a moment anyway, agree that it is temporary. Also read Self-direction and digital tools.

Find out more

• Recognising and discussing low literacy
• Making your website accessible
• Choosing a digital tool for your client
• Designing a digital tool together with clients