What is this research about?
This report is based on results from two online surveys (one for service providers and one for newcomers) supplemented by phone interviews with newcomers who have been unable to access remote services. The report outlines the extent to which the transition to online service delivery has impacted newcomers, especially those in vulnerable situations in the Toronto area.
What did the researchers find?
Researches confirmed there are emerging and persisting needs around access to technology for both service providers and newcomers. There is both digital divide among newcomers that has implications for how they can access digital services. In addition to a lack of technology access (devices and stable internet connections), researchers also noted language barriers, limited digital literacy, as well as concerns about privacy and security when accessing online services. They also found that services need to be made more accessible for newcomers.