Findings

• The City of Austin and the center of Travis County is assessed to have more internet infrastructure with outlying areas showing less availability. However, there are significant portions of the Austin/Travis County region that have relatively lower internet subscription rates which tend to align with patterns of where low-income households are.

• Populations that face higher digital barriers include immigrants and refugees, individuals with disabilities, individuals with low literacy levels, justice impacted individuals, low-income individuals, older adults, people with language barriers, racial or ethnic minorities, rural residents, unemployed individuals, unhoused individuals, and veterans and their families.

• The top challenge for the study’s participants to accessing and using the internet was the ability to afford it and lacking adequate digital skills. Low-income populations tend to be less connected partly due to the costs of adopting technology and maintaining connectivity. There are higher income opportunities associated with using the internet and having higher digital skills.

• Disruptions to internet availability, quality and reliability came up as barriers for those with internet service both in and outside the home. The primary factors were power outages, weather events, and unreliable internet service. When disaggregating survey data by demographic categories, some groups had higher average levels of home internet disruption, particularly groups that are lower income, identify as Latino/Hispanic, are older, are employed part time or unemployed, have lower educational attainment, or identify as female. The impact of lacking internet or adequate devices have the potential to create significant consequences or negative outcomes for individuals or families, particularly if they are already facing other challenges.

• For study participants, mobile data is the most utilized technology to regularly access the internet outside the home.

• Many activities are more easily or fully accomplishable on a computer, however, not everyone regularly uses one. When disaggregating survey results by annual individual earnings, a higher proportion of individuals with higher earnings regularly use a computer to access the internet.

• In the study, individuals often stated if they could not afford both, they would choose cellular internet subscriptions over home internet.

• For participants in the study who were without home internet, the library is an important place to connect to internet outside the home.

• Study participants primarily use self-help solutions (such as Google and YouTube) to get assistance with the internet or technology. However, this can require multiple devices, higher-level digital skills, and an ability to navigate large amounts of information. Libraries, retail sites, and customer support sources are also places used for technology support; however, they have their own barriers to access (such as transportation to and from these sites, limited hours of operations, limited locations, requirements to make a purchase to access the internet at retail sites, and security risks).

• Study participants noted various concerns around consumer protection (such as spams, scams, and data privacy and ownership, unfair or confusing market practices, planned obsolescence and lack of affordable repair options, and internet options in multi-tenant environments).

• Accessibility features (such as larger touchscreens and buttons, accessible devices and software, and accessibility technology) are needed.

• The lack of trust of technology, government, internet service providers were widely prevalent among participants.

Recommendations

• Provide targeted support to populations that have higher digital barriers.

• Identify and support strategies to make sure all consumers know what low-cost internet options are available and how to compare and sign up for plans.

• Increase availability, accessibility, and awareness of free public-access internet options.

• Support mobile connectivity.

• Advocate for the accessibility of services, programs, and information online, especially on mobile.

• Identify, support, and promote sources of low-cost devices.

• Increase the availability, awareness, and affordability of options to have devices repaired or receive technology support.

• Support the ability of consumers to repair their own devices.

• Teach community members what they want to know (such as how to use a smartphone or tablet, manage passwords and credentials, complete an online job application, maintain safety online, protect personal data and maintain privacy, use parental controls on devices, and navigate internet plan selections).

• Provide digital skills training in diverse ways that meet different learning styles, contexts, and schedules.

• Support people's ownership of their own data as a default.

• Provide the public with information on anti-spam laws.

• Support the decision-making autonomy of tenants when it comes to their decisions about internet and technology.

Read the full report.