Exploring Digital Equity for Newcomer Services: Perspectives on Access and Challenges in Peel Region (2024)

The study investigates digital equity and inclusion in settlement‑service delivery for newcomers living in the Peel Region of Ontario. The report uncovers persistent digital inequities for newcomers in Peel, such as language, digital‑skill, and awareness barriers, while highlighting the critical role of hybrid service models and community partnerships (libraries, device‑loan schemes).

Context & Why It Matters

• Policy backdrop: Settlement services in Canada have historically been delivered in‑person. The COVID‑19 pandemic forced a rapid shift to digital platforms, exposing a digital divide among newcomers.
• Knowledge gap: While national reports (e.g., the 2023 Settlement Outcomes Report) flag low awareness and uneven digital uptake, there has been little local, mixed‑methods evidence on the specific barriers newcomers in Peel face. This report fills that gap with primary interviews, surveys, and a document‑scan of existing literature.
• Unique angle: The research applies the Digital Equity Ecosystems Measurement Framework (Rhinesmith & Santo 2022) to analyze findings, coupling quantitative demographic data from a local digital‑literacy program with rich qualitative narratives from newcomers and service‑provider surveys.
• Practitioners, funders, community groups, and technology designers can act on concrete recommendations (multilingual guides, privacy‑respectful platforms, digital‑literacy assessments) to close the gap and foster truly inclusive settlement services.

What did the researchers find?

Newcomers in Peel fall into three distinct groups that are less likely to use digital settlement services. First, many lack basic digital skills; they may be comfortable making phone calls or sending texts but cannot navigate browsers, join video calls, or share screens. Second, a sizable portion struggle with English or French, and the limited, often inaccurate, translation tools available make online portals feel unintelligible. Third, newcomers who arrive as spouses or children of already‑settled family members tend to rely on that family for guidance and therefore see little need to engage with digital platforms.

Language emerged as the most pervasive obstacle. Even when translation options exist, participants described them as “not accurate, leaving room for misinterpretation,” which forces them back to in‑person visits. Digital‑skill gaps compound this problem; interviewees explained that they could “use their phones for calling and texting, but were unable to use internet on it to access and engage with online content.” Privacy and security worries also discouraged use—mandatory webcam requirements and vague data‑handling policies left many “hesitant to use digital settlement services.”

Awareness proved another hidden barrier. A notable share of newcomers believed services were only offered face‑to‑face, and only about two‑thirds of the broader newcomer population were actually aware of the IRCC‑funded resources. Yet, despite these challenges, providers reported that 73% of surveyed organizations reported that newcomers frequently utilized digital services rather face to face services, while 17% reported they occasionally utilized digital services. Many praised the flexibility and cost‑effectiveness of online options. Still, they stressed that digital tools cannot fully replace the trust and emotional reassurance that come from human interaction, especially for older newcomers or those with limited digital confidence.

An unexpected finding was the protective role of family support: newcomers who arrived with settled relatives often bypassed digital services entirely, assuming their family could meet most settlement needs. The study also highlighted successful mitigation strategies, such as device‑loan programs and partnerships with public libraries that supply free internet and hardware, demonstrating concrete ways to bridge the access gap.

Overall, the report’s recommendations point toward a coordinated, hybrid service model that preserves the convenience of digital delivery while retaining the human connection essential for trust, empowerment, and successful settlement.

How you can use this research

Settlement service providers can use the findings to redesign intake processes, adding quick digital‑literacy assessments that identify clients needing extra support. By producing multilingual, audio‑visual guides that minimize heavy text and offering optional “camera‑off” virtual appointments, agencies can lower language and privacy barriers. Strengthening collaborations with libraries and expanding device‑loan schemes can directly address cost and connectivity issues.

Policymakers and funding bodies, such as IRCC and municipal authorities, can channel resources toward creating multilingual digital content, enforcing privacy‑by‑design standards for settlement platforms, and supporting regional “digital equity hubs” that combine technology access with community outreach. Community organizations can run targeted awareness campaigns, recruit settled newcomers as peer mentors, and host hybrid workshops that blend language instruction with hands‑on device training.

Technology vendors and platform designers are also urged to integrate easy‑toggle language selections, improve machine‑translation accuracy, provide low‑bandwidth interface options, and embed clear consent flows for video sessions. By aligning product design with the lived experiences highlighted in the report, developers can create tools that feel safer and more accessible to newcomers.

What the researchers did

The research team employed a comprehensive mixed‑methods design. They began with a systematic document scan of academic articles, government reports, news pieces, and community studies spanning the previous fifteen years, using keywords such as “digital equity,” “digital inclusion,” and “digital divide” for newcomers.

Quantitative insight came from analyzing demographic data collected by the Peel Multicultural Council’s Digital Literacy Exchange Program, which ran four cohorts between 2019 and 2023, each comprising 300 to 600 participants. This dataset illuminated which demographic groups—particularly seniors, women, low‑income households, and those without English as a first language—were under‑represented in digital service use.

Qualitative depth was achieved through twenty‑five semi‑structured interviews with newcomers conducted from May to July 2024. Eighteen participants were interviewed individually (via Zoom or in person), while seven took part in a group interview held at the Peel Multicultural Centre. Interviewees had arrived in Canada within the past ten years and represented a broad spectrum of ages, genders, ethnicities, and education levels.

To capture the perspective of service providers, the researchers distributed an online SurveyMonkey questionnaire to seventeen IRCC‑funded settlement organizations operating in Peel. The survey yielded thirty responses from managers and front‑line staff, gathering information on training received, comfort with digital tools, perceived barriers, and mitigation strategies.

Finally, the team applied the Digital Equity Ecosystems Measurement Framework (Rhinesmith & Santo 2022) to organize findings into four domains—Digital Access, Digital Inclusion, Digital Equity, and Safety in Digital Spaces—allowing a structured equity analysis. Appendices detail participant demographics, the full methodological protocol, the document‑scan results, and the complete equity‑analysis matrix.