Digital Navigator Service Metrics
In fiscal year 2025, the Center for Digital Equity (CDE) saw significant growth in technology purchases, digital skill-building, and community engagement through events and volunteer support. Despite the conclusion of the Your Home, Your Internet Affordable Connectivity Program (ACP) campaigns, Digital Navigators maintained call volume and internet connectivity support.
These trends highlight changing community priorities and offer valuable insights to shape the CDE’s future efforts.
| Previous Fiscal Year FY2024 – Audited July 1, 2023 – June 30, 2024 | Previous Mid-Year Fiscal Year FY2024 – Audited July 1, 2023 – December 31, 2023 | Mid-Year Fiscal Year FY2025 July 1, 2024 – December 31, 2024 | |
| Ticket volume | 3,502 | 1,780 | 1,792 |
| Sign-ups for affordable home broadband | 1,742 | 895 | 686 |
| Purchasing affordable technology | 2,060 | 920 | 1,147 |
| Basic device and connectivity issues | 290 | 171 | 175 |
| Learning new digital skills | 761 | 375 | 314 |
| Other | 187 | 43 | 6 |
| Calls made | 11,278 | 4,587 | 6,232 |
| Events supported | 160 | Not Reported | 42 |
| Volunteers | 316 | Not Reported | 296 |
Notes to better understand the data above:
- Ticket Volume: Residents can select multiple services in one support ticket. Thus, the number of service types requested will not equal the total number of tickets.
- Signing up for Affordable Home Broadband: This request type decreased in volume from FY2024 to FY2025, due to the Affordable Connectivity Program (ACP) ending in February 2024 following a lack of federal funding renewal.
- Calls Made: Despite a reduction in overall Digital Navigation staff, CDE achieved higher call and ticket volumes in mid-year FY2025 compared to the same previous period in FY2024. While the team size decreased by 60% from 10 to 4 due to the conclusion of grants like the Your Home, Your Internet ACP campaign, the number of full-time Digital Navigators increased.
- Annual Audits: Audits of the software housing Digital Navigator Service analytics are conducted annually. These annual data review periods, in addition to other factors such as retroactive data imports, may cause data in the previous fiscal year column to differ slightly from the initial printing of past Impact Reports.