Libraries have long been at the forefront in support of access and digital inclusion. Our public computer labs, access to Wi-Fi and programs are ongoing efforts. However, the technological landscape has shifted, so CML’s focus has also had to evolve.

Customers told us they wanted readily available, non-judgmental, and customer-directed help through a human-centered design sprint CML hosted with the Columbus Foundation. CML connected with ConnectUS Coalition partners to create a digital skills training course model that incentivizes customer engagement and solves multiple digital inclusion needs. The result is Digital Skills Hub, a 10-hour skills course that includes a free device upon completion. Since fully scaling the program at CML in 2025, the library has helped customers complete more than 5,000 hours of digital skills training and are leading county coalition partners towards a goal of 10,000 graduates by 2027.

CML and partners collaborated to design shared curriculum, centralized device procurement, and a unified registration platform which added efficiencies for the different partners. Using findings from the human-centered design sprint, CML offers course options in the morning, afternoon, evening, and weekends to meet the needs of busy customers. Digital inclusion work focuses on connecting customers with high-speed broadband, the right device for their needs, and adequate digital skills to achieve their goals. Digital Skills Hub solves two of three digital inclusion needs in one program, by teaching a responsive skills curriculum and donating Chromebooks to graduates.

CML has employed Digital Navigators since 2022 in multiple service models: using a Digital Navigator as the lead facilitator for Digital Skills Hub has been the most effective. Since the launch of the full-scale program, nearly 700 participants graduated from the program, achieving impressive progress. CML is leading the way toward a county-wide goal to train 10,000 residents by the end of 2027. Customer response has been inspiring, including individual stories of impact, continued high demand for class seats, and consistently high satisfaction survey responses. Digital Skills Hub has become a core digital inclusion program in Franklin County, Ohio, led by community anchors like Columbus Metropolitan Library.

Supporting Materials:

• Spectrum News Story: "Program teaches digital skills to thousands of Ohioans"