Digital Inclusion Benchmark

This measurement area looks at the extent to which a company helps to make digital technologies widely available, affordable and accessible. While some companies contribute to enhancing digital access through their business practices, best practice involves going beyond that and reaching people who lack digital access, typically from low-income groups and living in areas where the potential revenues from providing digital access are often lower than the cost of providing it.

A lack of digital skills remains a significant barrier to digital inclusion. Vulnerable groups, such as women and girls, those with limited income, older adults and people with disabilities, are disproportionately affected by gaps in digital literacy. Addressing these disparities requires targeted efforts to provide accessible training and support for these groups, empowering them to participate fully in the digital economy and society. Moreover, as technology evolves, more advanced digital skills are increasingly essential for many jobs. For workers, this means continuous upskilling to stay relevant in a rapidly changing job market.

This measurement area covers company practices that ensure safety of information assets, safeguard personal data, respond to security threats and respect child rights in the digital environment. While many factors affect use of digital technologies, trust is one of the most critical. Users need to be confident that digital technologies are safe and secure. Data security and customer privacy are considered highly material for digital companies. However, much work needs to be done in this area. According to a 2024 Ipsos survey, more than half of the adults are concerned about personal data leaks on the Internet and people around the world are increasingly concerned about the use of their personal data.

Innovation in goods and services is a critical enabling mechanism through which a company can aid both digital technology access and use. Innovation also drives the creation of new digital technologies with cross-cutting potential to accelerate achievement of the SDGs. This measurement area looks at a company’s support for open standards and open source technology that help drive innovation, investment in bottom-up innovation, implementation of ethical AI and diversity and inclusion in research and development (R&D).

Many digital companies generate substantial economic value by offering digital goods and services worldwide, often through minimal local infrastructure, while benefiting significantly from business and consumer interactions in each market. This approach can create economic value for companies, but it also raises questions about their contributions to local economies through taxes, job creation and investment. Additionally, digital companies' activities contribute to greenhouse gas (GHG) emissions, which must be measured to mitigate environmental impacts. Resource efficiency, including energy and water use, is equally important.

This measurement area captures the foundations of responsible business: respecting human rights, providing decent work, and acting with integrity. Companies achieving strong performance here demonstrate that social responsibility is integral to their business model.