Why Inclusion Is Essential to Building Smarter Cities

Digitalization is not limited to sensors and high-speed internet. All technological tools make sense only if they are accessible to every citizen. That is why inclusion in a smart city covers many issues: from basic digital literacy to creating an urban space where a person can be heard and involved.

The Uncomfortable Truth About Digital Inequality

Large-scale studies by urbanists point to a worrying trend: when communities actively introduce digital tools, they are more likely to engage only active citizens. Meanwhile, older people, people with disabilities, low-income groups, and ethnic minorities remain on the margins of digital life.

Instead, true inclusion means that the city sees everyone as equal participants in digitalization from the very beginning. They should not be treated as “special cases” for whom certain functionality will be added later.

What Does This Actually Mean?

• Universal design: applications are designed so that, without additional adaptation, they are accessible to people with any physical or cognitive abilities.
• Community engagement: older people and vulnerable groups take part in technology planning, while free training programs are provided in parallel for those with no experience using technology.
• Economic accessibility: digital services, such as smart transport, must be financially accessible to people with low incomes.

How This Is Already Being Implemented Around the World

In the United States, inclusion focuses on equal access to digital services. The federal government funds programs that provide internet access and digital literacy training for vulnerable groups. For example, Los Angeles is preparing to become a fully digital city by the 2028 Olympic and Paralympic Games. Inclusive ideas include automated passenger transport systems at LAX airport and the unified L.A. Business Portal.

In Europe, inclusion is regulated at the legal level through standards, grant mechanisms, and incentives to improve accessibility. For example, the Access City Award annually recognizes the best inclusive cities. In 2026, Zaragoza, Spain, became the winner thanks to its fully barrier-free tram network, expanded step-free pedestrian routes, and inclusive digital services.

The Asian experience is based on the rapid implementation of technology and the active use of artificial intelligence and big data. Singapore, as part of its Smart Nation programme, is developing digital literacy for older people and integrating artificial intelligence to optimize transport and environmental monitoring. The city is automating processes while also ensuring that the older generation is not left out of digital life.

Inclusion Is a Test of Maturity

If technology is accessible only to those who adapt quickly, and engagement is limited to formal feedback that does not take into account the needs of people of different ages, the city cannot be called smart. Successful global cases prove that involving everyone in digitalization is entirely possible. The key is to start with the right question: who is our city for?