“Who can I ask for help?”

“Who can I ask for help?”: Mechanisms behind digital inequality in public transport

Durand, A.L.M. (TU Delft Transport and Planning; KiM Netherlands Institute for Transport Policy Analysis)
Zijlstra, Toon (KiM Netherlands Institute for Transport Policy Analysis; Universiteit Antwerpen)
Hamersma, Marije (KiM Netherlands Institute for Transport Policy Analysis)
Hoen, Arjen't (KiM Netherlands Institute for Transport Policy Analysis)
van Oort, N. (TU Delft Transport and Planning)
Hoogendoorn-Lanser, S. (TU Delft Corporate Innovations)
Hoogendoorn, S.P. (TU Delft Transport and Planning)

Transport and Planning

2023

Digitalisation in public transport has become pervasive over the past decade, especially in urban areas. While it benefits many, it also leaves some behind. Previous research shows that older adults, people with a lower education level, people with impairments and people with a migration background are more likely to be negatively impacted by digitalisation in transport services. In order to uncover mechanisms behind digital inequality in public transport, we interviewed 39 people belonging to these groups. They experience difficulties due to low digital skills, not using digital technologies on-the-go, not possessing the right devices and due to a complex design of technologies, among others. Many participants reap some benefits of digitalisation though. In fact, individuals can experience benefits on one aspect and difficulties on another. Nevertheless, experiencing difficulties with digitalisation does not necessarily equal to exclusion from public transport thanks to coping strategies like support from one's social network. Still, many coping strategies come with pitfalls such as hidden work and costs. Digital technologies facilitate a self-service approach that paradoxically makes some people more dependent on others. This study can support practitioners and researchers in developing a better understanding of the (sometimes insidious) consequences of technological innovations on individuals.

Digital inequality
Digitalisation
Public transport
Transport disadvantage
Transport-related social exclusion

http://resolver.tudelft.nl/uuid:52d5138a-a0ce-48e0-9683-052b2758bd68

https://doi.org/10.1016/j.cities.2023.104335

0264-2751

Cities: the international journal of urban policy and planning, 137

Institutional Repository

journal article

© 2023 A.L.M. Durand, Toon Zijlstra, Marije Hamersma, Arjen't Hoen, N. van Oort, S. Hoogendoorn-Lanser, S.P. Hoogendoorn