A needs-based approach to mobile digital skills training: Learnings from India and Ghana

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An estimated 3 billion of the unconnected population worldwide live in areas covered by mobile broadband but are not using mobile internet. A lack of digital skills consistently presents as one of the major barriers to mobile internet adoption among mobile users who are aware of the internet but do not use it.

To help address this challenge, the GSMA Connected Society programme launched a project to test and pilot different approaches to digital skills training in low- and middle-income countries (LMICs), in partnership with Jio in India and MTN Ghana. Using a needs-based approach, a digital skills training content was iteratively developed and tested, which were then piloted by the MNOs.

In this report, we share key learnings from developing and piloting the digital skills training in India and Ghana. The report highlights learnings on implementing impactful digital skills training, including the effectiveness of learning content and training delivery channels. It also identifies important contextual and country differences between customer segments in Ghana and India. The learnings presented in this report will provide MNOs and other stakeholders with actionable insights for designing and delivering appropriate digital skills training.

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