Digital inclusion (e-inclusion), that is, the inclusion of citizens in the information society, is based on technological solutions that must be supported by adequate strategies to boost the demand. The main challenge is digital literacy, starting from the total elimination of the digital divide.

The key issue of e-inclusion was initially identified with access problems to the Internet and IT software by people with disabilities. The introduction of digital services by the public administration urged for the adoption (starting from the very design phase) of practices to make these services accessible to all. At legislative level, this need was implemented in Italy by Law 4/2004 (“Regulations to encourage the access of people with disabilities to IT tools”) establishing as mandatory the accessibility of web services of public administrations.

In the last few years, digital inclusion has been intended as the full participation of all citizens in the information society. Digital inclusion is analyzed also from the economic perspective, with regard to its impact on sales, employment, new social models and possible business models.

At EU level, digital inclusion features prominently in the Digital Agenda for Europe  (DAE), adopted by the European Commission in May 2010. In particular, under Pillar 6 "Enhancing digital literacy, skills and inclusion", the Commission proposes a series of measures to promote the use of digital technologies by potentially disadvantaged groups, such as the elderly, people with a low level education or with a low income. Improving access for people with disabilities is another of the policy actions set by the Digital Agenda. An important part of the digital inclusion agenda bears in mind demographic ageing and the help that ICT can provide in this area: a better quality of life for the elderly, reduced costs of care, business opportunities in the ''silver economy".


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