Bridging Sri Lanka’s Digital Divide Empowering Public Access through Private Partnerships

As Sri Lanka undergoes rapid digital transformation, especially in the public sector, the need to enhance digital literacy becomes crucial. This process is about integrating advanced digital systems and ensuring that the general public can effectively access and utilize these new digital public services. Bridging the gap between digital literacy and the digitalization of public services is essential for creating a more inclusive society, where all citizens can communicate effectively with the government and benefit from digital initiatives.

In this article, we’ll explore the current state of digital literacy in Sri Lanka, the digital divide, and the role of private sector investments and partnerships in supporting the creation of an intermediary digital facilitation layer. This layer can bridge gaps in understanding, provide accessible support, and enhance the overall user experience in digital public services.

1. Current State of Digital Literacy in Sri Lanka

In recent years, Sri Lanka has improved its digital infrastructure and accessibility. However, significant challenges remain in ensuring digital literacy among the general population, particularly in rural areas. While urban areas enjoy relatively high levels of digital access, rural and underserved communities face difficulties in accessing even basic digital resources, often due to limited resources, lack of digital skills, and the high costs associated with technology.

Digital literacy encompasses the ability to use digital devices and engage with online content, use internet services effectively, and understand digital security basics. For public services, low digital literacy limits citizens' ability to benefit from government services, as many remain unaware of digital tools, struggle with online forms, and lack knowledge of digital rights and privacy concerns.

2. The Digital Divide in Public Services

The COVID-19 pandemic highlighted the importance of digital access in Sri Lanka. Online services became crucial, yet the digital divide remained stark, especially in public services. Many government agencies now offer digitalized services like e-health, online license renewals, and tax filing, yet only a fraction of the population can access these without support.

This divide has both social and economic implications. Citizens who cannot access digital services may be excluded from essential benefits, losing access to timely healthcare, education resources, and welfare support. It also impacts government efficiency, as citizens who lack digital literacy may resort to traditional methods, increasing wait times, paperwork, and administrative costs.

3. Creating a Digital Facilitation Layer

To address the gap, creating a “Digital Facilitation Layer” would allow the government to interact seamlessly with citizens, regardless of their level of digital literacy. This layer would be an intermediary between digital public services and end-users, helping to facilitate a smooth user experience, simplify interactions, and ensure broader accessibility. Here’s how such a facilitation layer could operate:

• Simplified Interface and Accessibility Options: A facilitation layer would provide simplified, language-appropriate, and accessible user interfaces that cater to varying literacy levels, potentially in multiple languages. It could also incorporate user-friendly features like guided walkthroughs, voice-activated support, and visual aids.
• Community-Based Digital Hubs: Establishing community-based digital service centers or “digital hubs” in collaboration with the private sector would enable individuals to access public services locally, with on-site support staff. These hubs could be hosted in post offices, libraries, or even local government offices.
• Interactive Chatbots and Helpdesks: Chatbots and virtual assistants, capable of operating in local languages, could guide citizens step-by-step through the use of digital services. For complex inquiries, live support from trained personnel would be available.

4. Private Sector Partnerships and Franchise Arrangements

The private sector in Sri Lanka, particularly telecom providers, financial institutions, and IT companies, has the expertise, infrastructure, and resources that can support public sector digitalization. By investing in franchise-style arrangements with the government, private sector partners could establish digital service centers in underserved communities. Here’s how the private sector can contribute:

• Investment in Infrastructure: Telecom providers could collaborate with local governments to improve internet connectivity in rural areas. Increased connectivity would allow more individuals to access digital services independently.
• Training and Support Centers: Companies could fund training programs to improve digital literacy in their communities, creating both a skilled workforce and digitally literate consumers.
• Technology and Service Platforms: Companies that specialize in software or online services could create simplified platforms tailored for public service needs, providing citizens with digital service access without requiring high levels of digital expertise.

By developing digital hubs or partnering in franchise-like agreements, private sector companies can expand their customer base while supporting national digitalization goals.

5. Building Capacity for Digital Literacy

Even with digital access and infrastructure in place, effective use of digital services depends on users’ confidence and skills. Investing in digital literacy education is critical. Programs to address this could include:

• School-Based Digital Literacy Programs: Introducing digital skills into the national curriculum ensures that future generations are equipped to navigate digital public services effectively.
• Workshops and Community Training: Community-focused training workshops, offered in local languages, would target older generations and those with limited educational backgrounds.
• Public Awareness Campaigns: Through media and outreach, the government can educate the public on the availability and benefits of digital public services, increasing engagement and awareness.

6. Success Stories and Global Examples

Several countries have successfully narrowed the digital literacy gap through innovative approaches:

• India’s Digital India Initiative: India’s program focuses on creating rural digital hubs and providing affordable internet, alongside training for using public services online. Digital literacy programs at village levels are empowering citizens to access e-government services without intermediaries.
• Estonia’s e-Government: Estonia’s approach to public sector digitalization combines accessible interfaces with comprehensive training programs, ensuring that almost every citizen, regardless of background, can use e-services independently.
• UAE's "typing center" model serves as an inspiring use case. In the UAE, typing centers act as intermediaries, providing accessible entry points to complex government digital services, such as visa processing, government documentation, and other public service interactions. These centers help residents navigate online applications, submit documents, and comply with procedural requirements, especially for individuals with limited digital literacy or language barriers.

Integrating a similar network of typing centers/digital hubs in Sri Lanka could establish a facilitation layer that enhances digital access for all citizens. This model could involve private sector investment through franchise arrangements, creating a sustainable network of digital assistance hubs across urban and rural areas. These centers could provide in-person support for individuals struggling with digital platforms and facilitate smoother communication between citizens and the state. Additionally, this approach encourages economic participation from the private sector, creating jobs and improving the ease of public service interactions, thus promoting a more inclusive digital environment. This adaptation of the UAE model aligns with Sri Lanka’s goals of increasing digital literacy and ensuring equitable access to government services across the country.

Sri Lanka can draw from these examples by tailoring solutions to meet local challenges, such as language diversity and varying literacy levels.

7. The Way Forward

To bridge the gap between digital literacy and the digitalization of public services in Sri Lanka, a multi-faceted approach is essential:

• Enhancing Digital Accessibility: Expanding internet coverage and creating digital hubs in rural areas through public-private partnerships.
• Investing in Digital Literacy: Offering digital literacy programs at schools, workplaces, and community centers, ensuring that no demographic is left behind.
• Implementing a Digital Facilitation Layer: This layer can act as a bridge between the government and citizens, providing simplified, guided support for digital public services, easing the transition for those less familiar with technology.
• Collaborative Efforts: Both government and private sector entities should work together to ensure that digital public services reach all citizens effectively. Franchise arrangements or other collaborative models can support the financial and technical needs of creating an inclusive digital environment.

Bridging the digital literacy gap is a pressing challenge in Sri Lanka’s journey toward digital public service accessibility. Through a comprehensive approach that includes enhancing digital literacy, building a facilitation layer, and fostering public-private partnerships, Sri Lanka can empower all its citizens to engage effectively with digital services.

The benefits of digital inclusion go beyond accessibility; they ensure that every citizen can participate fully in the nation’s digital future, contribute to economic growth, and experience improved quality of life through digital empowerment. With strategic investment and collaboration, Sri Lanka can make significant strides toward a more inclusive and digitally advanced society.