Information Systems To Support An Inclusive Digital Society

Abstract

The rapid growth of digital technologies has accelerated the development of digital societies, yet inclusivity remains a significant challenge. This study aims to explore how information systems can support an inclusive digital society by accommodating diverse user needs and capabilities. A qualitative approach was employed through in-depth interviews, observation, and document analysis involving users with varying levels of digital literacy. The findings reveal that digital inclusion is not solely determined by system availability, but by the ability of systems to support user diversity, provide inclusive interaction design, and be complemented by social support mechanisms. The study identifies that many users experience hidden exclusion, where systems are accessible but difficult to understand or use effectively. Furthermore, digital inclusion is found to be a layered process consisting of access, understanding, usage, and benefit stages. This research proposes a conceptual model linking user diversity, inclusive system design, and support ecosystems to the achievement of inclusive digital society outcomes. The findings contribute to a human-centered perspective on digital transformation, emphasizing inclusivity as a key determinant of sustainable digital development.