The thesis, titled Bit by Byte: Unlocking Digital Inclusion for Migrants in the Netherlands, examines the challenges and opportunities migrants face in engaging with the Netherlands’ advanced digital infrastructure.

Conducted as part of the Complex Systems Engineering and Management program at Delft University of Technology, the research employs a qualitative methodology, including literature reviews, conceptual analysis, and semi-structured interviews with migrants and experts. It focuses on three migrant groups—economic migrants, students, and forced migrants—and addresses three key research questions: (1) What are the digital inclusion needs of migrants? (2) What are their positive and negative experiences? (3) What strategies and technologies can enhance their digital inclusion?

Key findings reveal that migrants encounter significant barriers, including unclear government information, language limitations, and a digital landscape that assumes high technical proficiency. Negative experiences often stem from the complexity of Dutch digital systems, a lack of translations, and feelings of exclusion due to cultural differences. Conversely, positive experiences highlight the accessibility of digital services, the availability of help through informal networks, and the advanced nature of the Dutch digital ecosystem. The study identifies strategies such as clear and concise communication, community-based support, and the development of unified digital platforms to address these challenges. Technologies like AI-driven chat support and multilingual interfaces are proposed to enhance accessibility. And a contribution is made to the existing digital inclusion framework.

The societal relevance of this research lies in its potential to inform policies that reduce digital exclusion, thereby improving social cohesion, economic participation, and well-being among migrants. Academically, it fills a gap in the literature by focusing on underrepresented migrant groups (economic and student migrants) and the Dutch context, contributing to interdisciplinary fields such as ICT system design, policy analysis, and migration studies. Recommendations include improving government communication, investing in community-based digital literacy programs, and designing inclusive digital tools tailored to diverse migrant needs. This thesis underscores the importance of focusing on understanding the needs of migrants to allow them to fully participate in the Netherlands’ digital society, offering insights that can guide future policy and technological interventions.