Bridging the Digital Divide: Hong Kong’s Ethnic Minorities Face Hurdles in Accessing Online Services
Hong Kong’s ethnic minority communities exhibit near-universal ownership of digital devices, yet their ability to fully leverage online services, particularly those provided by the government, remains significantly underdeveloped. This disparity has prompted calls for enhanced digital inclusion, with recommendations focusing on the strategic integration of Artificial Intelligence (AI) to offer multilingual support and streamline the often-complex registration processes for essential digital platforms.
A recent study, delving into the digital landscape of ethnic minority groups, revealed a striking paradox: while smartphones are ubiquitous, the user-friendliness of government applications falls short for a substantial portion of the population. The Equal Opportunities Commission (EOC), which commissioned the research, highlighted that while digital device penetration is exceptionally high, its practical application for daily tasks such as transactions and accessing vital government information shows considerable room for improvement.
The research, conducted by a team from the University of Hong Kong, involved in-depth interviews with 412 members of ethnic minority groups between July 2024 and March of the previous year. The objective was to understand their digital engagement patterns, specifically concerning public information, healthcare services, social media consumption, and interaction with government applications.
Key Findings from the Study:
- Near-Universal Smartphone Ownership: Over 99 per cent of respondents reported owning a smartphone and engaging with social media on a daily basis, a level of digital access described as “universal” by the research team.
- User-Friendliness Gap: Despite widespread device ownership, only 55 per cent of respondents found the information presented within government applications to be user-friendly.
- Healthcare App Underutilization: While more than 60 per cent of interviewees had registered for the Hospital Authority’s “HA Go” app, a mere 25 per cent actively used it for booking appointments.
- Preference for Traditional Methods: A significant majority, almost 60 per cent of respondents, expressed a preference for walk-in appointments or telephone bookings over digital alternatives.
Focus group discussions illuminated the underlying reasons for this engagement gap. Complex registration procedures and lower levels of digital literacy, particularly among older generations within these communities, were identified as significant barriers.
Language Barriers: A Critical Obstacle
Language emerged as another formidable hurdle. The study found that only 18 per cent of respondents were native or fluent in Chinese, the primary language of many government services and applications in Hong Kong. Compounding this, a notable 13 per cent were neither native nor fluent in English, the other official language.
“In Hong Kong, most apps, particularly government apps, are mainly available in Chinese and English only,” stated Linda Lam Mei-sau, Chairwoman of the Equal Opportunities Commission. “This presents a significant challenge for some ethnic minority groups who are not proficient in either language.”
The report cited New York City as a benchmark, where major government online platforms offer multilingual support in over 100 languages, demonstrating a more inclusive approach to digital service delivery.
Recommendations for Enhanced Digital Inclusion:
To address these disparities, the EOC has put forth several actionable recommendations:
Leveraging AI for Multilingual Support
Doris Tsui Ue-ting, Head of Policy, Research and Training at the EOC, emphasized the potential of AI-powered translation tools. She suggested that the government should deploy these technologies across all digital platforms to provide comprehensive support in a wider array of languages, including those spoken by significant ethnic minority populations in Hong Kong, such as Urdu, Hindi, Nepali, Punjabi, and Tagalog.
Simplifying Digital Access
The commission also recommended simplifying the registration processes for key government applications. This includes platforms like the “iAM Smart platform,” which serves as a digital identity and authentication service. Furthermore, the development of AI-powered multilingual help desks was proposed to assist ethnic minority members in navigating these digital interfaces.
Establishing Dedicated Support Structures
The EOC called for the creation of a dedicated working group tasked with specifically addressing the digital needs and challenges faced by ethnic minority groups. This group would be responsible for:
- Applying artificial intelligence to monitor digital usage patterns within these communities.
- Coordinating digital inclusion initiatives across various government departments.
- Ensuring that the unique needs of ethnic minorities are central to all digital strategy development.
Inclusive Design and Development
A crucial recommendation involved fostering collaboration between technology developers, service providers, and members of ethnic minority groups. The commission urged that these communities be actively involved in the design and development phases of digital services, and that their feedback be systematically gathered and implemented to ensure that services are truly accessible and beneficial to all.
By implementing these strategies, Hong Kong can move towards a more equitable digital future, ensuring that all residents, regardless of their linguistic background, can fully benefit from the convenience and opportunities offered by online government services.
