Offline, underserved and left behind? - The overlooked intermediaries that are mitigating digital exclusion


International Federation of Library Associations and Institutions & Universal Postal Union

Session 166

Monday, 7 July 2025 15:00–15:45 (UTC+02:00) Physical (on-site) and Virtual (remote) participation Room L, Palexpo Interactive Session 3 Documents

How trusted community hubs can help us close the digital divide for all

Despite decades of progress, 2.6 billion people remain offline, and billions more lack meaningful connectivity. This digital divide is not only about access—it reflects deep inequalities in digital skills, device affordability, infrastructure quality, connectivity speed, and the ability to participate fully in digital societies.


While much of today’s digital inclusion discourse rightly centers on extending connectivity to individuals and communities, this focus often overlooks a critical layer of support: local anchor institutions. As societies continue to digitize essential services, those who remain disconnected risk deeper social, economic, and digital exclusion. Yet few initiatives are geared toward supporting these populations in the interim.


This session highlights the role of libraries, post offices, and other anchor institutions in closing this gap. With extensive worldwide physical networks and a trusted presence in marginalized and rural communities, these institutions are uniquely positioned to provide in-person digital inclusion support at scale. Their services range from providing connectivity and digital skills training to offering hands-on support—sometimes even completing digital transactions on behalf of less connected users—to help them access essential services such as e-government, financial, and health platforms. In doing so, these institutions play a critical role in ensuring that no one is left behind in the digital transformation.


The Universal Postal Union’s Connect.Post initiative, which aims to connect every post office to the internet by 2030 and transform them into one-stop shops for essential digital services, exemplifies this vision. Similarly, IFLA has long advocated for the benefits of public access to the Internet and continues to support libraries worldwide in their efforts to offer free educational resources, digital collections, digital literacy initiatives, capacity building for local entrepreneurs and many other services. These are some of many examples that underscore the transformative potential of libraries as hubs of digital access and learning.

To illustrate this potential in action, the session will feature a case study from Zimbabwe, showcasing successful cooperation between libraries and postal services to expand inclusive access. The study highlights how these two anchor institutions, through complementary digital services, have significantly improved the lives of the communities they serve—offering connectivity, skills training, and access to essential digital resources. 


Looking ahead to WSIS beyond 2025, this session calls for greater recognition and investment in these often-overlooked institutions as vital infrastructure for inclusive digital transformation. By fostering collaboration with postal networks, library systems, and other public access points, we can build resilient, place-based ecosystems that expand digital inclusion far beyond the reach of individual connectivity alone.

Panellists
Ms. Maria Fernanda De Brasdefer
Ms. Maria Fernanda De Brasdefer Digital Affairs Policy Officer IFLA (Netherlands) Moderator

Maria is the Digital Affairs Policy & Research Officer at IFLA, where she leads on work at the intersection of digital inclusion, freedom of access to information and internet governance. Her current role focuses on leveraging the knowledge and expertise of the global library infrastructure to meet digital inclusion goals. She also coordinates partnerships and joint initiatives with Internet fora to facilitate a bridge between their work and the work of libraries. Before working at IFLA, she worked in the public, international and non profit sectors in projects related to peacebuilding and innovation.

Maria holds a Master's of science in Public Policy & Human Development from the United Nations University (MERIT) and Maastricht University and is passionate about information literacy, peace and education, in particular to themes and initiatives that cater to underserved and vulnerable communities. 

 


Mr. Kevin Hernández
Mr. Kevin Hernández Digital Inclusion Expert UPU (Switzerland) Moderator

Kevin Hernandez is a digital inclusion expert at the Universal Postal Union (UPU), the United Nations specialized agency focused on the postal sector. His work focuses on helping countries use existing post office networks to drive inclusive and sustainable digital transformations at the national level. He manages the Connect.Post project, which aims to connect every post office in the world to the internet and leverage them to provide inclusive e-commerce, e-government, and digital financial services through a one-stop shop model. He also researches how postal services are already contributing to digital inclusion efforts and provides technical assistance to governments and postal operators seeking to expand their role in this area. Prior to joining the UPU, Kevin was a researcher at the Institute of Development Studies at the University of Sussex for eight years, where he led projects on digital inclusion, digital governance, the future of work, and the development impacts of emerging technologies.


Dr. Gift Kallisto Machengete
Dr. Gift Kallisto Machengete Director General of the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) POTRAZ (Zimbabwe)

Dr Gift Kallisto Machengete is the Director General of the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ),having been appointed to the position in December 2016. He is a member of the ITU Digital Innovation Board, and currently serves on the Boards of several institutions in Zimbabwe.

He holds a Bachelor of Science Degree in Economics from the University of Zimbabwe, a Master of Business Administration Degree (MBA) from Southern Cross University, Australia, and a Doctorate in Business Administration also from Southern Cross University, for which he graduated with a distinction, and was awarded the University Plaque for outstanding achievement.

He has over forty-four (44) years of working experience, having worked as an Economic Counsellor at the Zimbabwe Embassy in China, Zimbabwe’s Deputy Ambassador to Malaysia and Director of Administration in the Office of the President and Cabinet, before joining the POTRAZ in 2016.

He is a former part-time lecturer for the Master of Business Leadership and Master of Security and Intelligence Degree programmes at Bindura University of Science Education (BUSE). This included working as a Research thesis Moderator. He currently serves on the Boards of several institutions in Zimbabwe.


Dr. Nancy Kwangwa
Dr. Nancy Kwangwa Director at ZITET Zimbabwe Information and Technology Empowerment Trust (ZITET) Remote Panellist

Nancy Kwangwa is a Deputy Librarian at Women's University in Africa and Executive Director at ZITEC (Zimbabwe Information and Technology Empowerment Centre).

She is passionate about social justice issues that empower communities and is responsible for setting the strategic direction of the organisation, strategic partnership building and resource mobilisation. She has over 10 years working experience in the academic environment and the non-profit sector. She uses the experience in the design of information and digital literacy programmes. She holds a Master’s Degree in Library and Information Science and a Bachelor’s Degree in Library and Information Science both attained from the National University of Science and Technology. Nancy has acquired professional qualifications on community leadership, humanitarian project development and project monitoring and evaluation.  She is the Community Solutions Program Fellowship alumna, a leadership development programme offered by the U.S Department of State. She is currently pursuing her Doctoral Studies in knowledge management at the University of Cape Town in South Africa.


Ms. Irene Kaggwa
Ms. Irene Kaggwa Giga Program Manager International Telecommunications Union (ITU)

Irene Kaggwa is the Programme Manager at the International Telecommunications Union (ITU) for Giga, a joint ITU-UNICEF initiative that seeks to connect all schools to the Internet by 2030.  

Prior to that, she worked in different roles within Uganda Communications Commission - the regulator in the communications sector in Uganda, for a period of more than 23 years. Her experience spans policy development, research, strategy, communications regulation, radio spectrum management, cyber security and implementation of the various aspects of fostering ICT and ICT enabled socio-economic development. 

A registered engineer, Irene holds a Master of Science in Communications Systems and Signal Processing from the University of Bristol and a Master of Science in Economic Management and Policy (Business Economic Pathway) from the University of Strathclyde in the United Kingdom. She did a Bachelors in Electrical Engineering at Makerere University in Uganda.


Mr. Guilherme Canela
Mr. Guilherme Canela de Souza Godoi Director of the Division for Digital Inclusion and Policies and Digital Transformation, and Secretary of the Information for All Programme (IFAP) UNESCO

Since January 2025, Guilherme Canela is the Director of the Division for Digital Inclusion and Policies and Digital Transformation, and Secretary of the Information for All Programme (IFAP) at UNESCO headquarters, in Paris.
He has a B.A. in International Relations from the University of Brasília (UNB) and a Master’s Degree on Political Science from the University of São Paulo (USP).


Topics
Capacity Building Digital Divide Digital Inclusion Digital Skills Digital Transformation Education Ethics Human Rights Infrastructure
WSIS Action Lines
  • AL C2 logo C2. Information and communication infrastructure
  • AL C3 logo C3. Access to information and knowledge
  • AL C5 logo C5. Building confidence and security in use of ICTs
  • AL C7 E–GOV logo C7. ICT applications: benefits in all aspects of life — E-government
  • AL C7 E–BUS logo C7. ICT applications: benefits in all aspects of life — E-business
  • AL C7 E–LEA logo C7. ICT applications: benefits in all aspects of life — E-learning
  • AL C7 E–EMP logo C7. ICT applications: benefits in all aspects of life — E-employment
  • AL C8 logo C8. Cultural diversity and identity, linguistic diversity and local content
  • AL C11 logo C11. International and regional cooperation

C2. Both libraries and post offices are part of the broader information and communication infrastructure.
C3. They provide essential access to information and knowledge, and are a crucial point of access to information for marginalized and underserved communities.
C5. They commonly offer capacity building and/or training for people of all ages and are trusted institutions.
C7. They are a common point of access for e-government services, e-learning opportunities at very low or no cost and use the expertise of their staff to improve access to e-employment opportunities. Post offices commonly contribute to the local e-business ecosystem through e-commerce and other means, acting as a one-stop shop for digital services.
C8. Libraries have been historically tied to cultural and linguistic diversity. They commonly offer tailor made content for the communities they serve, which is tied to the local identity and cultural history.
C11. Post offices and libraries exist everywhere in the world, which makes it easier for other actors to collaborate with them on a variety of topics.


Sustainable Development Goals
  • Goal 4 logo Goal 4: Ensure inclusive and equitable quality education and promote lifelong learning opportunities for all
  • Goal 8 logo Goal 8: Promote inclusive and sustainable economic growth, employment and decent work for all
  • Goal 9 logo Goal 9: Build resilient infrastructure, promote sustainable industrialization and foster innovation
  • Goal 10 logo Goal 10: Reduce inequality within and among countries
  • Goal 11 logo Goal 11: Make cities inclusive, safe, resilient and sustainable
  • Goal 16 logo Goal 16: Promote just, peaceful and inclusive societies

Life long learning contains of various forms of education and training, formal and informal which are commonly offered by both libraries and post offices. The fact that most of them are accessible to the public contributes to the vision of equitable access for all.
Libraries and post offices provide free access to information, internet, education, and job resources, helping to bridge the digital divide and support workforce development. They also serve as inclusive community spaces and offer tools for small business growth and essential services such as mail delivery, bill payment, and government communication reach all areas, including rural and low-income communities.

Making the above services available to all tends to reduce inequalities and therefore make cities more inclusive for all its citizens. 
By empowering individuals with free access to knowledge, encouraging informed participation in public life and helping citizens understand their rights, responsibilities, and current events they strengthen dialogue, tolerance, and mutual understanding across diverse groups. Both institutions offer neutral, accessible spaces that build social trust, reduce inequality, and foster peaceful coexistence by connecting people to each other, to their governments, and to opportunities for a better life.

GDC Objectives
  • Objective 1: Close all digital divides and accelerate progress across the Sustainable Development Goals
  • Objective 2: Expand inclusion in and benefits from the digital economy for all
  • Objective 3: Foster an inclusive, open, safe and secure digital space that respects, protects and promotes human rights