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Simply described, a hybrid service delivery model suggests a combination of in-person and online/remote (digital and non-digital) services for newcomers to Canada. It occurs when services are offered in-person as well as at a distance. It is both a tool and strategy that guides Settlement practitioners to determine how technology can be used effectively in service delivery, while ensuring support and room for in-person support.

In the Digital Maturity Model approach, change management is crucial. People, processes, leadership, and organizational readiness require attention and development.

Our preliminary report identified that settlement practitioners gradually acquired digital technology knowledge and integrated digital skills into service delivery. Digital literacy is a foundational skill that must be developed in a hybrid service delivery model, alongside established skill sets. This section reviews the discussions and available digital literacy frameworks to enhance support to digital inclusion in the sector.

Addressing digital inclusion is complex. It requires recognition of the challenge and sustained effort to address it. There is no single strategy or method that could address all populations’ needs. Instead, localization and customization of different programs in Service Providing Organizations (SPOs) requires flexibility. Digital inequity is multifaceted, and intersects with culture, gender, age, class, and educational background.

This report from the Settlement Sector and Technology Task Group presents findings, insights, and recommendations generated through a comprehensive exploration of hybrid service delivery over 6 months in the immigrant settlement sector in Canada. The report analyzes the unique experiment in digital service delivery created by the pandemic and reviews sector innovation and collaboration while providing a roadmap for the sector and its largest funder, Immigration, Refugees, and Citizenship Canada (IRCC) towards a hybrid service delivery model.

In this 2014 ten minute LearnIT2teach Podcasts episode, Nicola Finnson of Carleton Trail College describes the challenges newcomers and the college faced, and the impact of the pilot program on learners, their course attendance and participation, and their workplaces.

This session focused on how cutting-edge technology has the potential to support and enhance current models of service delivery through automation and the application of solid data analysis. Presenters shared current and practical applications of AI and other technology innovations in the sector.

In this keynote presentation at the 2021 Pre-Arrival Virtual Conference I spoke about a future connected to our values and vision, which is not so much disruptive, but 'constructive innovation.' A future where newcomers are supported through our collaboration, using systems that help them, and us.

The Digital Messaging for Settlement and Integration (DMSI) project is all about connecting newcomers with the information they need to successfully settle in Canada, when and where they need it.