Bridging Urban Digital Divide: Digital Helpers and the Governance of Smart Cities

Abstract

Abstract Digital inequalities shape not only the national and regional contexts, but also the urban and metropolitan landscape, amplifying existing social and spatial divides. The existing disparities are no longer limited to the peripheral areas but now affect access to services, participation, and opportunities, especially in the new highly connected smart cities. In response, several strategies, both formal and informal, have been implemented, from digital inclusion programs to development plans integrating digital access as key priority. One of the approaches that currently are gaining traction is represented by the digital helpers. These individuals, often younger family members, caregivers, social workers, or community volunteers, support others in navigating essential digital tasks, from online administration to accessing health or education services. Our paper offers a comprehensive review of the concept of digital helpers, exploring their characteristics, the contexts in which they operate, and their potential to mitigate digital inequalities. Based on a multidisciplinary literature and urban policy frameworks, the paper highlights how integrating digital helpers into local strategies can provide a flexible complement to existing policies. It concludes with recommendations for urban and metropolitan policymakers to access and cultivate this social resource to promote digital equity.