Digital Equity in Lucas County

Supporting Sponsor: Greater Toledo Community Foundation

For more than 50 years, the Library has been a trusted partner for digital access and skills.

The first task was to complete a community scan to gain a clear picture of the current community conditions for broadband access, affordability, and digital literacy. Using the BroadbandOhio model, CRD examined at the following:

The planning process began by analyzing a myriad of data to determine variables such as download/upload speeds (critical for streaming and potentially work), poverty levels that might impact affordability, and which areas (zip codes and census tracts) had an internet subscription and computing devices (such as a laptop or tablet).

Data collection began with questions that were central to these specific issues and included:

• Where in our community are fewer people connected to internet?
  • Why?
• Where are eligible households not accessing the Affordable Connectivity Program (ACP)
  • Why?  
• Where are people lacking devices

For context, certain speeds are required for common online activities:

Federal Poverty Guidelines for a family of three is $24,860 in 2023.

Looking more broadly at where these census tracts above are located, we found that many of them were concentrated in several zip codes: 43604, 43605, 43608, 43609, 45610, and 43620. These zip codes are largely contiguous and located within Central City Toledo. These came to be known as "Hot Zone" zip codes and a focus of outreach efforts that would take place later in this process. This work was critical to identify those communities, neighborhoods and populations who are mostly likely to lack access the internet regardless of reason.

These data points indicated that there was a concentrated area where despite having internet connections available, people and families still lacked internet.

One important sector to engage was the community institutions serving Lucas County residents to better understand the impacts of digital exclusion on their clients, and specifically, how this impedes their ability to offer workforce development, education, and health and human services. A targeted survey was created for these organizations and responses were requested regarding technology, their use of technology for clients to access services, and their perceptions about how their clients/families/customers/patients used technology for key services.

• A survey was conducted of institutional partners and community serving groups, including non-profits, healthcare, schools, and many others. Central to the survey were the following questions:
• How do you perceive connectivity (internet access) and device access in your clientele?
• What do you see as the largest barriers/challenges to connectivity for your clients?
• What are the greatest/most significant impacts of connectivity/lack there of for your clients?
• How would greater access and connectivity change your work or your ability to meet client needs?
• What is your top priority for increased access?
• If you offer online portals for services (billing, test results, etc.) are clients utilizing this?
• How much do you rely on online portals and applications to reduce staffing demands and/or increase client access to services?

Perhaps not surprisingly, the number one issue for client access is affordability, followed by Digital Literacy, Device Access, and Device Affordability.

One question dealt with device access and the perception that the institutions had regarding their clients' access to devices. The largest response here was that access was average.

Top institutional concerns: 1. Broadband Affordability 2. Digital Literacy 3. Device Access 4. Device Affordability

Another area surveyed was portal utilization. Specifically, how portals are offered and used by institutions to provide access to information for clients/patients and how much these are helpful in reducing staffing demands. Without broadband and device access, important information such as test results, billing, grades, etc. might not be available.

Many organizations use portals to help reduce staffing demands to one degree or another. For instance, if a parent can pay fees or a patient can view test results, a staff member does not need to be available for these tasks.

Most institutions responded that some or many of their clients are utilizing the portals.

The Coalition wanted to ensure a robust public engagement to get input from the general public and those who are most likely to lack internet access. This engagement was built upon targeted areas and populations from research in the Community Scan phase of this project. This meant that we were actively working within the Hot Zone zip codes of 43604, 43605, 43608, 43609, 43610, and 43620. (See above for a map of these zip codes.)

Central to our outreach efforts were the following questions: 1. What barriers and challenges are people in low-connectivity neighborhoods in our community experiencing? 2. What connectivity and access programs and resources do they know of? 3. What connectivity and access programs and resources are they utilizing? 4. What types of supports would best benefit them in increasing their connectivity? 5. What are the impacts of connectivity or lack thereof on their lives- economic, social, and health?

An electronic survey was created to distribute throughout the community with the assistance of the Library and its community partners. Partners were asked to share the survey link on social media, in newsletters, etc. A shorter version of this survey was created for computer users at the Library. A QR code as well as social media posts were also created to enable community partners to share this easily.

In addition to the electronic survey, we conducted extensive outreach in person to reach the general public. Below is a list of all of the events and meetings we attended and participated in to get surveys completed. September 12 - City of Toledo Information Session (Mott Branch Library) September 17 - Momentum Arts Festival September 19 - City of Toledo Information Session (Washington Branch Library) September 26 - Backpacks for Humans September 26 - City of Toledo Information Session (Birmingham Branch Library) October 3 – City of Toledo Information Session (Kent Branch Library) October 13 – Haunted Art Loop October 16 – Backpacks for Humans October 17 - City of Toledo Information Session (West Toledo Branch Library) October 24 - City of Toledo Information Session (Heatherdowns Branch)

This outreach was seen as a critical step in the public engagement process. The Coalition wanted to ensure a robust public engagement effort to get input from community members and those who are most likely to lack internet access. This engagement was built upon targeted areas and populations from research in the Community Scan phase of this project. This meant that we were actively working within the Hot Zone zip codes of 43604, 43605, 43608, 43609, 43610, and 43620. (See above for a map of these zip codes.)

We specifically chose locations that were taking place in or would attract those who live within the Hot Zone zip codes.

In addition to location selection, we attempted to reach specific populations such as housing insecure and non-English speakers. We took paper copies of the survey to groups such as a senior center and for those facing homelessness or housing insecurity. In instances where we were concerned with literacy, we conducted more interview style surveys rather than relying upon the respondent to read and fill out the survey. This allowed us to talk more in-depth with important constituencies and even gather data that we might not have captured otherwise. This information played an important role in the data collection.

We also translated the survey into Spanish and attempted to disseminate that among the Spanish speaking community. The responses to that were quite low, presenting an opportunity for future data collection.

Ultimately, a total 656 surveys were completed.

We found that within the Hot Zone Zip Codes, families were more likely to lack an internet subscription or rely on their phone to go online. This was true for the online surveys, but also was true anecdotally when we were conducting the in-person outreach listed above.

Pew research in 2015 found the following, "Although whites, blacks and Hispanics have similar rates of smartphone ownership, minorities tend to rely more heavily on their phone for internet access, according to Pew Research Center’s  recent report on smartphone adoption . Some 13% of Hispanics and 12% of blacks are smartphone-dependent, meaning they don’t have a broadband connection at home and have few options for going online other than their cellphone. In comparison, only 4% of white smartphone owners rely heavily on their cellphone for online access." (https://www.pewresearch.org/fact-tank/2015/04/30/racial-and-ethnic-differences-in-how-people-use-mobile-technology/)

These differences in device ownership are important because of the limitations of cell phones for accessing the internet. These are powerful devices, but many websites are simply not optimized for mobile viewing. Additionally, some processes are quite complicated - such as job applications that might require creating a resume. These can make some activities unreachable to those without full capacity devices such as a laptop or Chromebook.

Broadband affordability rose to the top of the issues that prevented people from having a subscription at home. This highlights the importance of Affordable Connectivity Program discussed above that provides $30 towards monthly internet costs. This federal program will be key in meeting the need for broadband in low-income households that would qualify for this.

Using the  BroadbandOhio  model, we know that the other prong to accessing all that the internet has to offer is digital learning: How to effectively use devices and apps, understanding basics such as email or zoom to connect with others, or even checking test results from your doctor. Most employers expect that employees have at least a rudimentary understanding of business software so this is critical for job seekers. Nearly 18% of those questioned about classes for these basics responded that they would be interested. Some listed specific products (such as Microsoft Office) or areas they were interested in learning to advance their careers. One such instance was a request for Computer Aided Design (CAD).

The strategy development process includes several components, including the development of strategic goals and objectives, the outlining of action plans and implementation items for each goal. Also, included are the identification of benchmarks and timelines for each goal, and the creation of a governance structure as well as a continuity plan to oversee implementation and strategy updates. These components were developed in an iterative fashion over the course of several meetings of the GTDEC.

To develop goals and objectives, the Coalition met for a half-day strategy planning session. The Coalition began by crafting mission and vision statements to direct the strategy.  Four priorities were identified, and strategic goals were developed under each priority.

1. Connectivity

2. Literacy and Capacity Building

3. Devices

4. Network Building

Digital Equity Implementation & Evaluation Planning

After goals were finalized action items were identified to move implementation forward for each goal. Action items were accompanied with timelines, benchmarks, and other possible measures for success.

 Digital Equity Governance

The final step in the strategy building phase was the development of a continuity plan and a governance structure to oversee strategy implementation, maintenance, and performance monitoring. The GTDEC will maintain the strategy and monitor performance through quarterly meetings and an annual strategy review. Sub-committees will be developed around priority areas and goals to implement action items and gather data on performance measures.

Goal 1: Increase ACP adoption rate by 15% in low connectivity Hot Zones through targeted campaigns and Greater Toledo Digital Equity Coalition (GTDEC) collaboration. Objectives: A. Connect with community and neighborhood groups, organizations, and coalitions to facilitate conversations to reveal the true barriers to digital equity. B. Establish a feedback loop between organizations and GTDEC as situations shift and information is revealed.

Goal 2: Advocate to local, state, and federal elected officials regarding regulation, infrastructure, and affordability of broadband. Objectives: A. Create subcommittee of GTDEC to facilitate advocacy efforts to local, state, and federal officials regarding regulation, infrastructure, and affordability of broadband access. B. Leverage city and county participation in identifying and addressing barriers. C. Increase state level advocacy and engagement. D. Advocate for federal support i.e. ACP continuation and other resources for local digital connectivity work.

Goal 1: Provide courses and literacy needs assessments for individuals. Objectives: A. Provide point of entry assessments where residents can go for help. B. Provide incentive-based digital literacy courses such a tablet or laptop after completion of courses.

Goal 2: Provide digital navigators for community member needs Objectives: A. Provide consultation to residents about eligibility for programs and resources. B. Present options for skills training and resources obtainment.

Goal 1: Increase devices access, ownership, and utilization for across the community. Objectives: A. Increase appropriate device ownership in areas identified as low-connectivity Hot Zones. B. Increase device utilization across the community.

Goal 1: Within one-year community members and digital equity advocates know exactly to whom to turn for resources around affordable connectivity, training and access to devices. Objectives: A. Develop shared list, email, or listserv for digital equity advocates and providers. B. Create a website with a database of digital equity advocates and providers. C. Ensure referral process is in place for resources based on community asset list. D. List public events throughout the region for providers and community members.

The GTDEC members met in order to review and evaluate the goals and objectives from the previous year, and to set new goals to build on the successes. Below, the new goals and objectives are outlined. These were established at a meeting in early March 2024.

Goal 1: In the absence of the Affordable Connectivity Program (ACP) continue to advocate for affordable broadband, especially for those in Hot zones, as established in the GTDEC’s digital equity gap analysis. Objectives A. Ensure information is shared among GTDEC members regarding affordable plans and access points.

Goal 1: Increase devices access, ownership, and utilization for across the community. Objectives: A. Provide point of entry assessments where residents can go for help. B. Incentive based digital literacy courses – provide a tablet or laptop upon completion of courses C. Incentive based digital literacy courses – provide a tablet or laptop upon completion of courses

Goal 2: Digital Navigators Objectives A. Provide consultation to assist residents with defining digital needs and identifying resources they may be eligible/qualify for. B. Identify digital navigator programs C. Relationship building D. Provide technical support for devices, especially those obtained with the assistance of local programs.

Objectives A. Creation of online guide for the general public with information regarding device access and programs. B. Find ways to e-Cycle devices, especially with local companies.

Goal 1: Within one-year, community members and digital equity advocates know exactly to whom to turn for resources around affordable connectivity, training, and access to devices. Objectives A. Shared list/email/listserv for DE advocates and providers. B. Webpage with information for digital equity providers for literacy and device referral. C. Referral process in place for organizations for digital literacy and device acquisition and digital navigators. D. Increase public knowledge of digital equity resources and opportunities E. Determine who has capacity and willingness to leverage funding for ongoing activities To join our efforts, visit toledolibrary.org/digital-equity as we strive to bring connectivity and devices to our communities.

The coalition met in April 2024 to review the previous goals, celebrate accomplishments, and decide on a path forward in light of changes to the broadband landscape. These changes most notably included the expiration of the Affordable Connectivity Program. Below are the revised goals to reflect the changes and to ensure that the coalition continued to make forward movement on broadband access in the community.