Making Digital Access a Reality for All

Making Digital Access a Reality for All

When the pandemic hit, it didn’t just impact our health—it magnified the stark digital inequities across our state. With technology giants like Microsoft and Amazon a mere 20-minute (or 160-minute, depending on 405 traffic) drive from our office, it was impossible to believe that the internet was not available to everyone in Washington state. In fact, when we conducted a rudimentary assessment in April 2020, we calculated that approximately 290,000 students lacked access to the internet or a working laptop. A quarter of our students had no access to technology during a time when technology was the only thing keeping us going.

At a time when we were seeing a harrowing amount of division in our country and the breakdown of our social contract with one another, our communities stepped up. Small in-person schooling pods popped up everywhere. People went to Costco for their neighbors and reported when toilet paper was back in stock. Others picked up food boxes at schools for friends and family without car access or for essential staff working during pick-up hours.

We all pitched in. The EEC became one of the organizations to help distribute food vouchers throughout King County, mailing them to residents and distributing them at in-person health events. We spent countless hours sending out rental vouchers to residents and helping the Department of Health translate and interpret some of the most high-level health information into everyday vernacular, so our families could stay safe and survive the pandemic. And, when the time came, we set up some of the first vaccination sites throughout Washington State – sometimes transporting 65-year-old aunty over two hours so they could get their first vaccine.

So, when we received a call from Representative Mia Gregerson of the 33rd Legislative District, asking about our efforts to support kids and their access to school, we didn’t know anything about devices, internet speeds, broadband, or digital literacy, but we knew our communities. We knew what they needed, and we had the will to help.

We said yes. Then 200 others said yes. Soon, ConnectWA was born: a coalition committed to ensuring everyone in Washington had access to the internet, devices, and the digital skills to thrive.

Together, we formed ConnectWA, a coalition dedicated to ensuring that every Washingtonian has access to the internet, devices, and essential digital skills.

Meeting the Moment

During the pandemic, ConnectWA became a lifeline. Community navigators crisscrossed the state delivering devices, setting up hotspots, and helping residents log in—often for the very first time.

As captured in the Digital Navigation Monthly Reports, community navigators across the state rolled up their sleeves. They got to work delivering hotspots, distributing devices, and offering one-on-one tech support to Washingtonians who needed it most.

Whether it was helping someone access a telehealth appointment, log in to a child’s virtual classroom, or apply for vital services online like rental assistance or unemployment, these digital navigators were there, patiently walking folks through every click and scroll.

We have, to date, had over 229,000 interactions, with 51,000 of those interactions involving unique individuals – they weren’t just numbers; they were moments of support, one person at a time.

What made this initiative especially powerful was the collaboration. More than 40 organizations—ranging from public housing authorities to grassroots community-led and community-based nonprofits—joined forces with a shared goal: to break down digital barriers rooted in language, income, geography, and access.

One of our proudest stories comes from a community member who first came to us as a client. They were so inspired by the programming offered through our partners that they attended every class, began supporting their fellow learners, and eventually joined the team themselves, becoming a digital navigator to help others begin their journeys.

It wasn’t just about Wi-Fi—it was about trust, cultural relevance, and meeting people where they were, literally and figuratively. It was about saying “No, our kids can’t just sit outside of a Starbucks to access the internet in the middle of winter so they could do homework. The Internet is a basic right, like Water and Heat.” And following that up with hotspots, paid data, and working headsets.

Every person had a story – a reason to need to access the internet – and every digital navigator knew that story and helped.

We opened the nation’s FIRST multi-lingual, multi-generational, and multi-cultural Technology Support Hotline – TechConnect – to an amazing success:

• Answered over 2,000 phone calls
• Handled more than 4,000 chat sessions
• Resolved 500+ technical issues

This was digital equity in action, powered by neighbors helping neighbors.

Community-Driven, Not Top-Down

What set ConnectWA apart was who powered it.

This wasn’t a distant government program dropped in from above. It was powered, built, and conceptualized by local community members, many of whom were bilingual and already working as essential workers at our partner organizations, teaching moms and kids how to navigate the internet. Now, they had a title: Digital Navigator.

These navigators were trusted guides, helping seniors, immigrants, and multi-lingual speakers feel safe and supported as they learned to navigate the online world. From logging into telehealth visits to filling out job applications, trust made all the difference.

With 40+ organizations, 200 navigators, and a web of community support, the change became visible:

• Offered over 26K classes in Basic Digital Literacy
• Held over 375 classes in resume building
• Assisted in accessing over 18K interactions of telehealth
• Coordinated over 4K Substance Abuse Disorder Assistance
• Assisted over 14K interactions for deaf/hard of hearing residents

Equity, Measured and Proven

Across Washington, the impact was visible. Thousands of devices were distributed.

Free digital literacy programs popped up in apartment buildings, libraries, and community centers. Some sites even got full tech labs – like the high school in Welpinit, WA that went from having five laptops for the whole school to having a techlab with 30 laptops, or the assisted living community that didn’t have any devices to having a tech lab of 15 desktops and an on-site digital navigator that helped grandparents facetime with their family during the height of the pandemic – some grandparents seeing their newest grandkids for the first time, and also transforming forgotten computer labs into vibrant learning hubs.

We didn’t assume it was working—we measured. Using surveys, data tools, and assessments, we tracked growth in confidence and digital access across communities that had been long ignored by past infrastructure.

Celebrating a Digital Future

ConnectWA’s efforts showed that with collaboration, compassion, and civic resolve, we can dismantle systemic barriers—even during a global crisis. This was about rebuilding connections, restoring hope, and reinforcing the idea that every community in Washington deserves access, equity, and opportunity online.

As we continue striving for universal connectivity, let’s honor the 200+ volunteers and 40+ organizations whose heart and hard work made this initiative a statewide success. Their legacy is visible in every Zoom classroom, telehealth session, job search, and confident new email user across Washington.

Together, let’s continue to build a Washington where digital access is a reality for all.