Dutch libraries contribute to digital inclusion

Abstract

Story: Many people (about 2,5 – 4 milion elderly, young adults, low literate people and newcomers) have questions about DigiD, taxes, benefits, healthcare, housing, work, student finance etc., difficult forms or letters from the local and national government and other partners. To offer them a place where they can go for help, the KB, national library of the Netherlands and all public libraries start working together with governments and other partners and developed the Digital Government Information Point (IDO). Here, people get information and help in libraries or they can learn basic (digital) skills. The service is friendly, free and accessible for everyone, also non-library members. Results: 1.) A Digital Government Information Point in nearly 700 Dutch libraries; 2.) About 100.000 questions are asked; 3.) A network collaboration of national, provincial and local library organizations, governments and public and private partners on social issues; 4.) A national program on staff training (e-learning and communication skills), marketing and monitoring. Impact: People who need help with digital matters can go to a place nearby where there is somebody to help them further on. 88% of the visitors is satisfied with the help they received. (http://www.informatiepuntdigitaleoverheid.nl)