The Denver Public Library (DPL) launched its digital navigator program in April 2022. Since then, the program has worked to bridge the digital divide providing one on one support to customers across the city.
DPL’s digital navigator team provides individual assistance to community members in targeted neighborhoods who need affordable home internet service, affordable internet-capable devices, and/or coaching in introductory digital skills in order to become effective home internet users. They do this by building relationships based in trust with customers and working with them over multiple sessions to reach the customer’s personal goals related to technology.
There are seven digital navigators that provide these services, six are part of DPL’s Digital Inclusion department and work primarily out of branch libraries and one is part of the Mobile Services department and provides assistance to people at Bookmobile stops all over town.
DPL digital navigators currently offer appointments in 12 library branches and a variety of community locations like Safe Outdoor Spaces, Community Re-Entry Fairs and Denver Housing Authority properties. The team has also partnered with PCs for People to distribute free hotspots and refurbished Chromebooks to people living in the Safe Outdoor Spaces and Tiny Villages who qualify for free internet service via the Affordable Connectivity Program (ACP.)
In the first year of the program, DPL digital navigators conducted 2,924 sessions with 948 customers. They signed 346 customers up for free internet service via the ACP and distributed 464 Chromebooks to people who needed a device. Our digital navigators serve a diverse population: 76% of our customers identify as a race/ethnicity other than White, 22% speak a language other than English, and 60% are older adults.
In the coming year, the program will expand by increasing the number of appointments available, visiting more community locations, and preparing to make digital navigator service available seven days a week as branch hours expand.