Why is digital inclusion critical for successful integration?

In today’s digitally driven society, access to public services increasingly depends on digital competence, services, as online platforms now serve as the primary conduit for public resources like healthcare and benefits. Finland is rapidly transforming into a fully digital society, reflecting a broader global trend toward digitalization but at a notably faster pace.

From booking healthcare appointments to filling out municipal forms or accessing the Social Insurance Institution (Kela/SII) online, public and private sector services have moved almost entirely to digital spaces. As a result, everyday participation and successful social integration depend heavily on individual digital competence. 

This shift, however, disadvantages those lacking these skills. So, what happens when individuals face language barriers, stringent authentication procedures, or lack sufficient digital skills? The answer lies in understanding the unique obstacles vulnerable groups encounter during their integration journey and looking closely at how they interact with digital systems. 

This blog is based on a localized research approach, drawing on Assefa’s (2026) Master's thesis in Digital Business and Management at Novia University of Applied Sciences. 

What is the Digital Divide? 

The digital divide describes the disparity between individuals with and without access to digital tools. This gap extends beyond mere possession of devices or internet service, encompassing the abilities, assurance, and assistance needed for proficient use of online resources. In the context of immigrant integration, this divide becomes even more complex. Practical experience in immigrant integration and master's research show that new immigrants frequently struggle to access digital services due to a complex mix of technical, social, educational, and generational barriers. The digital divide can be more intricate for immigrants, frequently involving:  

•  Language barriers that complicate navigation. 
• Unfamiliar systems that differ vastly from their home countries.

Assefa’s thesis focuses on identifying these specific digital obstacles encountered by immigrants, emphasizing the growing demand for diverse digital support services. These include crucial organizational touchpoints such as information from public services, wellbeing initiatives, city services, and targeted offerings from non-profit organizations. 

Why does this matter? Insights from case Porvoo 

There are more reasons to focus on human-centric digital support. For an inclusive society to function effectively, individuals must be able to navigate daily digital services independently. When we look at the emotional and practical data points gathered from the Porvoo community, statistical analysis highlights a significant gap between perceived satisfaction and actual independence.

When analyzing user experience data, some corporate studies show that smooth touchpoints create promoters, but the realities of digitalized immigrant integration show a stark contrast:  

• 90 % of the participants report high service satisfaction when accessing digital services through human assistance. 
• 28 % of the participants achieve independent PC usage, showing how narrow individual competence actually is. 

These findings reveal a clear paradox: digital satisfaction is strongly linked to the availability of human support rather than individual competence. When human assistance is readily available, satisfaction remains high, but actual independent literacy remains critically low. 

The Age Factor: By processing the relationship between age and digital dependency, the study found that age was identified as a significant predictor of digital dependency. Older participants require significantly more hands-on assistance and end up relying heavily on their immediate social networks just for accessing even basic digital services. 

Social Return on Investment (ROI): Investing in inclusive digital support systems is not only a social initiative but also an economic one. Just as customer journey mapping reduces corporate friction, building an inclusive digital support infrastructure has the potential to initiate projects that reduce long-term municipal integration costs, inspire service delivery improvements, create better public-sector service, and ultimately increase societal well-being and civic results. 
Without understanding users’ actual digital capabilities, municipalities risk overlooking critical “pain points” where vulnerable individuals experience frustration, confusion, or complete exclusion.

Designing Inclusive Digital Support Systems

The goal of evaluating these digital journeys is to uncover opportunities for areas of improvement to enhance the integration experience for future residents. By understanding immigrants’ needs and digital pain points, municipalities can move beyond internal assumptions and design truly user-centered services.

The study is highly important because it highlights how digitalization, while improving service delivery for the majority, can also deepen inequalities for vulnerable groups who lack sufficient digital skills or language proficiency. Critical stages such as navigating suomi.fi or strong bank authentication that have a significant, make-or-break impact on an immigrant's integration journey. Local authorities and organizations should prioritize these moments, dedicating additional attention and resources to ensure success. This process should be continuous, allowing municipal actors to monitor how improvements affect new arrivals over time. 

Conclusion

Bridging the digital gap is a powerful tool for municipalities seeking to improve social inclusion, enhance service access, and drive successful integration. By focusing on key pain points, language barriers, and digital dependencies, policymakers and educators can make targeted improvements that enhance the overall human experience. Research shows that investing in diverse, human-centered digital support management achieves higher community autonomy, better integration results, and a stronger social fabric.

Ultimately, addressing the digital gap is not just about teaching technology, it is a strategic investment that drives long-term community growth and societal success. 

For further reading 

Van Dijk, J. (2020). The Digital Divide. Polity Press.  

Helsper, E. (2021). The Digital Disconnect. SAGE Publications.  

OECD (2021). Digital skills and digital inclusion: A briefing note for the OECD Local Development Forum 2021. OECD Publishing. 

Assefa, Ezana (2026). Bridging the Digital Gap: A Mixed-Methods Analysis of Individuals Under Refugee and Temporary Protection Status in Porvoo. MBA Thesis, Novia University of Applied Sciences. https://www.theseus.fi/bitstream/handle/10024/926958/Assefa_Ezana.pdf?sequence=2&isAllowed=y

About the authors

Ezana Assefa is an experienced integration professional who has worked within municipal immigrant services as an integration counselor (kotoutumisohjaaja) in the City of Porvoo. He recently completed his Master of Business Administration (MBA) in Digital Business and Management at Novia University of Applied Sciences. 
 

 
Kristina Ström is a Senior Lecturer in Business Administration. Kristina teaches both in master’s program Digital Business and Management and the Bachelor of Business Administration program. Her areas of Expertise and Interest are Sustainable Leadership, Self-Leadership and Personal Development, Organizational Development, Artificial Intelligence and entrepreneurship, Management in Digital Transformation, Leadership Identity Development, Supervision, Executive Coaching and Positive Education. 

The blog post has been reviewed by Novia's editorial board and accepted for publication on 10.6.2026.