ISO/IEC TR 38509

ISO/IEC DTR 38509
ISO/IEC JTC 1/SC 40
ISO/IEC CD TR 38509(en)
Secretariat: SA
Date: 2026-07-01
Information technology - — Governance of IT -— Responsible
governance of IT for digital inclusion
FDIS stage
ISO/IEC DTR 38509:2026(en)
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© ISO/IEC 2026 – All rights reserved
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ISO/IEC DTR 38509:2026(en)
Contents
Foreword . iv
Introduction . v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Good Governance and Digital Inclusion . 4
5 Consideration of Digital Inclusion . 5
5.1 Principles of Digital Inclusion . 5
5.2 The source of the guidance on digital inclusion . 5
5.3 Implementation Considerations . 8
5.4 Summary of digital inclusion implementation issues . 11
6 Governing Body and Digital Inclusion . 11
6.1 Accountability of the Governing Body . 11
6.2 Governance Objectives for Digital Inclusion . 11
6.3 Governing Body Activities . 13
6.4 Principles . 15
6.5 Governing body considerations for digital inclusion . 16
7 Governance Framework . 17
7.1 Introduction . 17
7.2 Direction . 18
7.3 Capability . 19
7.4 Policy . 19
7.5 Delegation . 20
7.6 Performance . 20
7.7 Accountability . 21
Annex A (informative) Application of Human-Centred Approach in Digital Inclusion . 22
Annex B (informative) Accessibility and Digital Inclusion in the Metaverse . 23
Bibliography . 28

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ISO/IEC DTR 38509:2026(en)
Foreword
ISO (the International Organization for Standardization) is a and IEC (the International Electrotechnical
Commission) form the specialized system for worldwide federation of national standardsstandardization.
National bodies (that are members of ISO member bodies). The workor IEC participate in the development of
preparing International Standards is normally carried out through ISO technical committees. Each member
body interested in a subject for which a technical committee has been established has the right to be
represented on that committee. Internationalby the respective organization to deal with particular fields of
technical activity. ISO and IEC technical committees collaborate in fields of mutual interest. Other international
organizations, governmental and non-governmental, in liaison with ISO and IEC, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are described
in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types of
document should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC
Directives, Part 2 (see www.iso.org/directives or www.iec.ch/members_experts/refdocs).
ISO drawsand IEC draw attention to the possibility that the implementation of this document may involve the
use of (a) patent(s). ISO takesand IEC take no position concerning the evidence, validity or applicability of any
claimed patent rights in respect thereof. As of the date of publication of this document, ISO and IEC had not
received notice of (a) patent(s) which may be required to implement this document. However, implementers
are cautioned that this may not represent the latest information, which may be obtained from the patent
database available at www.iso.org/patents and https://patents.iec.ch. ISO and IEC shall not be held
responsible for identifying any or all such patent rights.
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and expressions
related to conformity assessment, as well as information about ISO's adherence to the World Trade
Organization (WTO) principles in the Technical Barriers to Trade (TBT),) see
www.iso.org/iso/foreword.html. In the IEC, see www.iec.ch/understanding-standards.
This document was prepared by Joint Technical Committee ISO/IEC JTC1JTC 1, Information technology,
Subcommittee SC 40 WG1.
A list of all parts in the ISO/IEC 38500 series can be found on the ISO website, IT service management and IT
governance.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www.iso.org/members.html and www.iec.ch/national-
committees.
© ISO/IEC 2026 – All rights reserved
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ISO/IEC DTR 38509:2026(en)
Introduction
This document has been developed to give informative material to support decision-making processes that
prioritize equitable access, transparency, accountability, and the sustainable use of IT in ways that foster
Digital Inclusion.digital inclusion. This technical reportdocument is applicable to organizations that aim to
integrate the perspectives on Digital Inclusiondigital inclusion into their Governancegovernance of IT
practices.
Digital Inclusioninclusion is an aspect of Social Inclusion which involves ensuring that everyone has equal
opportunities to participate in and benefit from the digital services or technologies linked activities and
decisions of an organization. It involves creating an inclusive digital environment that values diversity,
removes barriers, fosters participation, and aligns with principles of social responsibility by recognizing the
broader societal impacts of organizational decisions in the digital sphere. Users who can benefit from digital
inclusion can be those with age-related, physical or mental impairments; or those who have no experience or
confidence with digital services; and those with no access to digital services.
Digital Inclusion strategies are often shaped by legal and ethical considerations, as many jurisdictions have
introduced laws and policies that promote diversity and Inclusion. For organizations, particularly those that
provide services to citizens or consumers, embracing Digital Inclusiondigital inclusion is vital. It enhances
their reputation as responsible corporate citizens and ensures that their digital services can reach and benefit
a broader segment of the community.
Effective Digital Inclusiondigital inclusion strategies can expand access to a wider talent pool, increase
employee satisfaction, and drive innovation. By prioritizing Digital Inclusiondigital inclusion, organizations
contribute positively to society while achieving sustainable growth.growt
However, Digital Inclusiondigital inclusion does not happen by chance. Achieving this depends on having a
clear vision, strong leadership, well-defined policies, and adequate resources. Implementing Digital
Inclusiondigital inclusion aligns with the principles of good Governancegovernance, ensuring accountability,
strategic alignment, and the effective use of resources to foster an inclusive Digitaldigital future.
This document provides guidance on the Governancegovernance implications of Digital Inclusion.digital
inclusion. Within the International Standards arena, the guidance in the areas of Governancegovernance of
information technology falls within the scope of ISO/IEC JTC 1/SC 40.
The primary intended audience for this document is the governing body. It is also relevant to those involved
in developing organizational policies and standards.
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ISO/IEC DTR 38509:2026(en)
Information technology - — Governance of IT -— Responsible
governance of IT for digital inclusion
1 Scope
This Technical Report provides informative guidance ondocument describes the governance implications of
Digital Inclusion digital inclusion.
It is intended for governing bodybodies and policy makers of all types of organizations (whether large or
small) in the private, public and non-profit sectors.W3C
It provides perspectives on digital inclusion considerations, the role of governing bodies in ensuring and
organisations address these considerations, as well as governance practices.
It is not intended or appropriate for certification purposes or for regulatory or contractual use.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content constitutes
requirements of this document. For dated references, only the edition cited applies. For undated references,
the latest edition of the referenced document (including any amendments) applies.
ISO/IEC 38500:2024, Information technology — Governance of IT for the organization
ISO/IEC 38500, Information technology — Governance of IT for the organization
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https://www.iso.org/obphttps://www.iso.org/obp
— IEC Electropedia: available at https://www.electropedia.org/https://www.electropedia.org/
3.1
Governance
governance
system of directing and controlling
[SOURCE: ISO/IEC 38500:2024ISO/IEC 38500:2024, 3.3]
3.2
Governance Framework
governance framework, noun
strategies, policies, decision-making structures and accountabilities through which the organization’s
Governance (3.1) arrangements operate
[SOURCE: ISO/IEC TR 38502:2017, 3.1]
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3.3
Social Responsibility
social responsibility, noun
responsibility of an organization for the impacts of its decisions and activities on society and the environment,
through transparent and ethical behaviour that
— contributes to sustainable development, including the health and the welfare of society;
— takes into account the expectations of stakeholders;
— is in compliance with applicable law and consistent with international norms of behaviour; and
— is integrated throughout the organization and practised in its relationships
[SOURCE: ISO 26000:2010, 2.18], modified — Notes to entry removed.]
3.4
Inclusive Behaviour
conductinginclusive behaviour, noun
conduct that promotes Inclusion (3.10)
[SOURCE: ISO 30415:2021, 3.14], modified — Notes to entry removed.]
3.5
Fairness
fairness, noun
principle that everyone is subject to policies, processes, and practices that are equitable and, as far as possible,
free from systematic bias
[SOURCE: ISO 30400:2022, 3.7.14]
Field Code Changed
3.6
Accessibility
accessibility, noun
extent to which products, systems, services, environments and facilities can be used by people from a
population with the widest range of user needs, characteristics and capabilities to achieve identified goals in
identified contexts of use
[SOURCE: ISO 9241-112:2017, 3.15]
Field Code Changed
3.7
Usability
usability, noun
extent to which a system, product or service can be used by specified users to achieve specified goals with
effectiveness, efficiency and satisfaction in a specified context of use
[SOURCE: ISO 9241-210:2010, 2.13]
Field Code Changed
3.8
Human Factors
Ergonomics
human factors, noun
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ergonomics, noun
scientific discipline concerned with the understanding of interactions among human and other elements of a
system, and the profession that applies theory, principles, data and methods to design in order to optimize
human well-being and overall system performance
[SOURCE: ISO 26800:2011, 2.2], 2.2, modified — Note 1 to entry removed.]
3.9
HCD, noun
Humanhuman-centred design, noun
approach to system design and development that aims to make interactive systems more usable by focussing
on the use of the system; applying human factors (), /Ergonomics (3.8) and Usability (3.7) knowledge and
techniques
[SOURCE: ISO 9241-210:2010 3.7], 3.7, modified — Notes to entry removed.]
3.10
Inclusiveness
Inclusion
inclusiveness, noun
inclusion, noun
process of including all stakeholders
Note 1 to entry: This involves stakeholders from different groups being accepted, welcomed, enabled to have a voice, and
to develop a sense of belonging.
[SOURCE: ISO 25550:2022, 3.11– — modified, deleted “in organizational contexts”, deleted Note 1 to entry,
deleted Note 2 to entry, and changed “Note 3 to entry” to “Note 1 to entry”]”.]
3.11
Reasonable Adjustment
Reasonable Accommodation
reasonable adjustment, noun
reasonable accommodation, noun
necessary and appropriate modification and adjustments not imposing a disproportionate or undue burden,
where needed in a particular case, to ensure that persons with disabilities enjoy or exercise on an equal basis
with others all human rights and fundamental freedoms
Note 1 to entry: In order to avoid confusion, Reasonable Adjustment (3.11) is the term used in this document.
[SOURCE: United Nations Convention on the Rights of Persons with Disabilities, Article 2, available at
https://www.un.org/development/desa/disabilities/convention-on-the-rights-of-persons-with-
[10]
disabilities.html ,, modified — 'reasonable adjustment'"reasonable adjustment" is now the permitted term.]
3.12
Digital Inclusion
digital inclusion, noun
equitable, meaningful, and safe access to use, lead, and design digital technologies, services, and associated
opportunities for everyone, everywhere.
[SOURCE: UN Round Table – Digital Inclusion, available at https://social.desa.un.org/issues/poverty-
[11]
eradication/digital-inclusion ]]
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3.13
Adaptive Technology
adaptive technology, noun
technology used by individuals with disabilities to enable the performance of functions that might otherwise
be difficult or impossible
[SOURCE: Note 1 to entry: Adapted from the definition of Assistive Technologyassistive technology by the World Health
Organization (WHO).]).
3.14
Social Inclusion
social inclusion
process of improving the terms on which individuals and groups take part in society to improve the ability,
opportunity, and dignity of those disadvantaged on the basis of their identity
[SOURCE: World Bank Group - Social Inclusion, available at https://www.worldbank.org/en/topic/social-
[12]
inclusion ]]
3.15
Trustworthiness
trustworthiness
ability to meet stakeholders' expectations in a verifiable way
[SOURCE: ISO/IEC TS 5723:2022 Information technology — Trustworthiness — Vocabulary,, 3.1]
4 Good Governance and Digital Inclusion
Digital inclusion, the equitable access to and effective use of digital technologies and services, is essential for
ensuring that all individuals and communities can participate fully in the digital economy and society. The
governance of digital inclusion requires intentional leadership, inclusive policies, and accountable decision-
making structures that embed inclusivity as a strategic objective, not a peripheral concern. Governance is the
system through which an organization is directed, controlled, and held accountable.
Good governance means that decision-making within the organization is based on the organization’s ethos,
culture, norms, practices, behaviours, structures and processes.
Good Governancegovernance can assist organizations in achieving three broad outcomes:
— Effective performance: Ensuring that organizational objectives are efficiently, effectively and continuously
met.
— Responsible stewardship: Managing resources sustainably for current and future needs.
— Ethical behaviour: Upholding values and ethical standards in all organizational activities.
Good governance creates and maintains an organization with a clear purpose that delivers long-term value
consistent with the expectations of its relevant stakeholders. As explained in ISO 37000:2021 the
implementation of good governance of an organization is based on leadership, values, and a framework of
mechanisms, processes and structures that are appropriate for the organization’s internal and external
context.
Good governance is essential for enabling digital inclusion. Good governance fosters an organizational culture
where inclusivity is a core principle rather than an afterthought. Key practices include:
— Actively engaging stakeholders, including underserved communities, in shaping policies and standards.
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— Upholding high standards of inclusivity in internal operations and external service delivery.
— Ensuring that equity, transparency, and ethical practices are foundational to all decisions and activities.
By embedding digital inclusion into governance, organizations can better meet stakeholder expectations, build
trust, and contribute to a delivery of more equitable digital services.
5 Consideration of Digital Inclusion
5.1 Principles of Digital Inclusion
Digital inclusion is structured around core principles that guide policy development, technological innovation,
and programs aimed at bridging the digital divide. The following principles are essential:
— Equitable Access: Ensuring all individuals have affordable access to digital technologies, including digital
devices and assistive technologies.
— Digital Literacy and Education: Empowering users with the skills to engage meaningfully with digital
tools and platforms, for example, aligned with the UNESCO Digital Literacy Framework.
— Universal Usability and Human Centred Design: Designing interfaces that support diverse user needs,
aligned to ISO 9241-210:2010 series and ISO/IEC 30071-1:2019.
Field Code Changed
— Affordability and Infrastructure: Developing cost-effective solutions and extending infrastructure to
underserved communities, reinforced by the UN Sustainable Development Goals (SDGs 9 and 10).
— Stakeholder Engagement and Inclusion: Ensuring that diverse perspectives are meaningfully
incorporated into the design, delivery, and governance of digital systems, building trust and
responsiveness, as emphasized in ISO 26000:2010 on Social Responsibility.
Field Code Changed
5.2 The source of the guidance on digital inclusion
5.2.1 The following subsections describeGeneral
This clause describes the key standards and frameworks that provide guidance for achieving digital inclusion.
5.2.15.2.2 Human Centred Organization Standards and There Role in Digital Inclusion
Human-centred organization standards establish principles that guide organizations in embedding inclusivity
and user well-being into governance and operations. ISO 27500:2016 outlines values such as:
Field Code Changed
— Capitalizing on individual differences as an organizational strength - recognizing diversity of skills,
knowledge, and characteristics as opportunities rather than constraints.
— Making usability and accessibility strategic business objectives -positioning them as core to strategy,
policy, and service delivery, both internally and externally.
— Being open and trustworthy - ensuring transparency, honest communication, and timely information
sharing with stakeholders.
— Acting in socially responsible ways - considering wider societal impacts, aligning with ethical behaviour
and ISO 26000:2010.
Field Code Changed
Complementing this, ISO 26800:2011 defines ergonomics as the optimization of human-system interaction,
ensuring intuitive, adaptable, and efficient digital systems. It general principles include:
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— Human-centred approach - systems shouldought adapt to people.
— Consideration of human diversity - accounting for abilities, limitations, and characteristics.
— Systems thinking - recognizing interaction among people, tasks, tools, and environment.
— Criteria-based evaluation - assessing effectiveness, efficiency, safety, usability, and well-being.
Together, these standards highlight the importance of designing organizations and technologies that respect
human diversity and prioritize inclusivity. In the context of digital inclusion, they provide a foundation for
embedding accessibility and usability as organizational priorities rather than optional features. They
encourage governing bodies to view digital inclusivity as a driver of long-term value, trust, and societal
responsibility. By aligning governance practices with these principles, organizations can reduce digital
barriers, support equitable participation, and create technology ecosystems that are sustainable, adaptable,
and centred on people’s needs.
5.2.25.2.3 Accessibility Standards and Their Role in Digital Inclusion
Accessibility standards establish guidelines and technical specifications to ensure digital technologies are
inclusive. These standards are fundamental to digital inclusion as they provide a framework for designing,
developing, and implementing technologies that are accessible to all users, including those with disabilities.
By ensuring compliance with accessibility standards, organizations can create an inclusive digital
environment that supports full participation in society.
The relationship between accessibility standards and digital inclusion is crucial because:
— They ensure equitable access – Standardsstandards provide guidelines for developing technology that
accommodates diverse needs, removing barriers to access.
— They support universal design – Accessibilityaccessibility standards promote the creation of digital
services that can be used by everyone, regardless of ability.
— They enhance usability – Clearclear principles for user interface design improve the usability and
effectiveness of digital tools.
— They drive policy and regulation – policies and regulations incorporate accessibility standards to promote
digital inclusion strategies.
These international standards provide structured approaches and best practices to ensure digital systems and
services are usable, accessible, and inclusive across diverse user needs and contexts:
— ISO/IEC 40500:2025 – Information technology — W3C Web Content Accessibility Guidelines (WCAG) 2.2.
Defines how to make Web content more accessible to people with disabilities.
— ISO/TR 25060:2023 – Systems and software engineering — Systems and software Quality Requirements
and Evaluation (SQuaRE) — Common Industry Format (CIF) for usability: General framework for
usability-related information – Systems and software engineering — Systems and software Quality
Requirements and Evaluation (SQuaRE) — Common Industry Format (CIF) for usability: General
framework for usability-related information. It provides a usability framework that supports the
specification and evaluation of user-centred software design and interfaces, essential for digital
inclusivity.
— ISO/IEC 25010:2011 – Systems and software engineering — Systems and software Quality Requirements
and Evaluation (SQuaRE) — System and software quality models – Systems and software engineering —
Systems and software Quality Requirements and Evaluation (SQuaRE) — System and software quality
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ISO/IEC DTR 38509:2026(en)
models. It defines quality characteristics for systems and software, including usability and accessibility as
components of "quality in use."
— ISO/IEC Guide 71:2014 – Guide for addressing accessibility in standards. It offers guidance to standards
developers on incorporating accessibility features, including principles like perceivability, operability, and
compatibility with assistive technologies—core to digital inclusion.
— ISO/IEC 29138-1:2018 – Information technology — Accessibility considerations for people with
disabilities — Part 1: User needs summary. It summarizes user accessibility needs that can inform design
and evaluation of digital products and services, helping organizations meet a broad range of user
requirements.
— ISO/IEC 30071-1:2019 – Information technology — Development of user interface accessibility — Part 1:
Code of practice for creating accessible ICT products and services – Information technology —
Development of user interface accessibility — Part 1: Code of practice for creating accessible ICT products
and services. It is a comprehensive standard providing practical guidance to developers and managers for
embedding accessibility in ICT development processes, aligning well with governance of digital inclusion.
— ISO/IEC 24786:2009 – Information technology — User interfaces — Accessible user interface for
accessibility settings – Information technology — User interfaces — Accessible user interface for
accessibility settings. It provides requirements and recommendations for enabling users to access and
adjust accessibility features in IT environments—essential for supporting assistive technology users.
— ISO 9241 Series – Ergonomics of Human-System Interaction. This series covers a wide range of standards
relevant to human-centred and accessible design. Key parts include:
— ISO 9241-171:2008 – Ergonomics of human-system interaction — Part 171: Guidance on software
accessibility – Ergonomics of human-system interaction — Part 171: Guidance on software
accessibility. It offers detailed guidance on how to design software that supports users with
disabilities, supporting accessible service delivery.
— ISO 9241-220:2019 – Ergonomics of human-system interaction — Processes for enabling, executing
and assessing human-centred design within organizations – Ergonomics of human-system
interaction — Processes for enabling, executing and assessing human-centred design within
organizations. It defines the human-centred design process at an organizational level, emphasizing
governance structures that support inclusive design.
— ISO 9241-112:2025 – Ergonomics of human-system interaction — Principles for the presentation of
information – Ergonomics of human-system interaction — Principles for the presentation of
information. It provides principles that support clear, perceptible, and understandable presentation
of information—critical for inclusive user interfaces.
5.2.35.2.4 Global Frameworks and Policies for Digital Inclusion
International agreements and policies in advancing digital inclusion play a critical role by setting strategic
frameworks that promote equitable access to digital resources. These frameworks help establish guidelines
for accessibility, user rights, and compliance with international standards, ensuring that digital technologies
support inclusive participation in all aspects of life. Key framework promoting digital inclusion include:
— UN Convention on the Rights of Persons with Disabilities (CRPD):
— Article 5: Prohibits all discrimination on the basis of disability and ensures equal and effective legal
protection, requiring reasonable accommodation.
— Article 9: Accessibility – Mandates equal access to physical environments, ICT, and services.
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— Article 21: Freedom of Expression – Ensures access to information through accessible formats.
— UN Convention on the Rights of the Child (CRC):
— Article 17: Access to Information – Emphasizes the child’s right to access appropriate information,
including digital content.
— Article 23: Children with Disabilities – Promotes accessibility and inclusion for children with
disabilities in digital spaces.
— Article 28: Right to Education – Encourages the use of technology to enhance education and digital
literacy.
— Madrid International Plan of Action on Ageing (MIPAA):
— Calls for enhanced digital literacy programs for older adults to reduce the digital divide.
— Encourages age-friendly ICT design and digital accessibility policies to support active ageing.
— Promotes lifelong learning opportunities through digital platforms for older persons.
— European Accessibility Act (EAA) – Ensures that digital services and ICT products comply with
accessibility standards.
— UNESCO Digital Literacy Framework – Establishes a global reference for developing digital competencies,
supporting education systems, and promoting lifelong digital learning.
— UN Sustainable Development Goals (SDGs, Goals 9 and 10) – Advocate inclusive infrastructure
development and reduced inequalities, reinforcing the affordability and accessibility of digital
technologies.
— ISO 26000:2010 – Provides guidance on social responsibility, emphasizing stakeholder engagement,
inclusivity, and accountability in organizational governance.
These frameworks reinforce digital inclusion by ensuring legal protection, setting accessibility standards, and
guiding national and international initiatives to bridge the digital divide. Their integration with digital
inclusion strategies ensures that technology remains a tool for empowerment, equal opportunity, and
inclusive social and economic participation.
5.3 Implementation Considerations
5.3.1 General
This sectionclause describes general implementation considerations relating to digital inclusion. The
following subsections provide guidance onIt describes key factors that organizations shouldcan address when
implementing digital inclusion initiatives.
5.3.15.3.2 Human Centred approach
Implementing digital inclusion begins with establishing a human-centred approach. This orientation ensures
that digital systems, services, and governance processes are designed around the needs, abilities, and
expectations of people, rather than requiring people to adapt to technology.
A human-centred approach promotes inclusivity by:
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— Recognizing diversity: acknowledging that users vary in skills, knowledge, physical and cognitive
characteristics, and cultural backgrounds.
— Embedding accessibility and usability: treating them as strategic enablers of organizational performance
and social value, not as compliance obligations.
— Applying systems thinking: considering the interaction among people, tasks, technologies, and
environments when designing or improving digital services.
— Building trust and accountability: ensuring transparency in decision-making and fostering stakeholder
confidence in the fairness and reliability of digital services.
By creating a human-centred approach, organizations establish the foundation for balancing accessibility and
reasonable accommodation, and for ensuring that stakeholder engagement is meaningful and effective. This
approach sets the direction for subsequent considerations on “what” and “how” to implement digital inclusion.
Annex A (informative) provides illustrative examples of how human-centred approaches have been applied
in practice, including policy initiatives, corporate adoption, and performance measurement.
5.3.25.3.3 Accessibility and Reasonable Accommodation (What)
Accessibility refers to the proactive design of products, systems, services, environments, and facilities so that
they can be used by the widest possible range of people without requiring adaptation. It is a systemic approach
that creates inclusive digital ecosystems benefiting entire groups.
Reasonable accommodation, in contrast, refers to individualized and reactive adjustments made to meet the
specific needs of a person in a particular situation. Examples include assistive technologies, modified
schedules, or customized resources.
The distinction between these concepts is essential: accessibility promotes broad usability, while
accommodation ensures equity for individuals. Both are critical to digital inclusion, but their application and
implications for organizations differ significantly.
Digital inclusion is therefore often described as a balance between meeting diverse needs and avoiding undue
burdens. Unbalanced or overly prescriptive requirements can lead to unintended consequences, such as
disputes over what constitutes “reasonable convenience” versus an “unreasonable burden.” To mitigate such
risks, organizations benefit from setting clear and achievable goals that respect both systemic and individual
needs.
Integrating stakeholder perspectives into decision-making is essential for effective digital inclusion.
Governing bodies may take into account the following:
— Identify stakeholders, particularly those with unique needs.
— Engage with them to understand their lived experiences and interactions with digital systems.
— Integrate these insights into policies and practices, ensuring that reasonable accommodations are
prioritized alongside broader accessibility efforts.
By embedding both accessibility and reasonable accommodation into decision-making, organizations can
create digital services that are inclusive, equitable, and responsive to the expectations of their communities.
These challenges are even more pronounced in emerging environments such as Virtual Reality and the
Metaverse. Annex B (informative) illustrates these considerations in greater detail.
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5.3.35.3.4 Practices for Stakeholder Engagement (How)
5.3.3.15.3.4.1 Considering diverse digital accessibility Requirements
Organizations can consider diverse digital accessibility requirements to foster stakeholder engagement. This
includes adhering to guidelines such as ISO/IEC 30071-1:2019, which provides a code of practice for creating
accessible ICT products and services. Key considerations include:
— Support for Multimodal Interfaces: Providing voice-based interfaces for communities with low literacy
rates and offering alternative text and audio features for individuals with visual and hearing impairments.
— Elimination of Language and Cultural Barriers: Implementing multilingual support and designing
interfaces that consider cultural contexts to enhance inclusivity.
— Compatibility with Assistive Technologies: Ensuring interoperability with screen readers, braille
displays, and voice input systems.
5.3.3.25.3.4.2 Considering Stakeholder Diversity
In line with ISO 27501:2019, which emphasizes the principles of a human-centred organization, organizations
can consider IT strategies that reflects the diversity of all users. Strategies include:
— Application of Human-Centered Design (HCD): Following principles outlined in ISO 9241-220:2019 to
develop services and systems that address the needs of vulnerable user groups.
— Establishment of Stakeholder Analysis and Feedback Systems: Actively gathering input from socially
marginalized groups, such as women, children, and individuals with disabilities, to inform IT policies.
— Implementation of Digital Divide Reduction Programs: Offering educational initiatives to bridge
information gaps and ensure accessibility.
5.3.3.35.3.4.3 Considering Meaningful Stakeholder Engagement
Meaningful stakeholder engagement is essential for organizational success and considers several key
practices:
— Two-Way Communication: Organizations and stakeholders can engage in open dialogues, freely
expressing opinions and sharing perspectives to achieve mutual understanding. This collaborative
approach fosters trust and ensures that all voices are heard.
— Acting in Good Faith: Organizations often seek to understand how their activities impact stakeholders
and prepare to address any adverse effects. Similarly, stakeholders commonly convey their interests and
concerns in an honest manner. Both parties are expected to participate with genuine intentions.
— Responsive Engagement: Engagement need be proactive, involving stakeholders before decisions are
made, especially those likely to be affected. Providing timely and relevant information enables
stakeholders to make informed decisions and contributes to more effective outcomes.
— Ongoing Engagement: Stakeholder engagement is not a one-time effort but a continuous process
throughout the lifecycle of a project or activity. Regular interactions help adapt to evolving needs and
reinforce commitment from all parties involved.
By implementing these practices, organizations can build strong, trust-based relationships with stakeholders,
leading to sustainable and mutually beneficial outcomes.
© ISO/IEC 2026 – All rights reserved
ISO/IEC DTR 38509:2026(en)
5.4 Summary of digital inclusion implementation issues.
The Table 1 summarizes the issues that that are commonly considered in the implementation of digital
inclusion. Not all issues are relevant in all circumstances.
Table 1
Principles Considerations Source Organisation Benefit
1.Equitable Ensure that everyone, UN CRPD mandates Promotes inclusivity, meets
Access including individuals with accessibility; WCAG provides legal obligations, and fosters
disabilities, can participate global standards for equal participation.
equally in the digital world. accessible design.
2. Digital Empower users with the skills UNESCO Digital Literacy Builds user confidence and
Literacy and to engage meaningfully with Framework emphasizes ensures equitable
Education digital tools and platforms. capacity-building; societies participation.
expect training programs to
bridge knowledge gaps.
3. Universal Simplify interfaces to ensure ISO 9241 series emphasizes Improves adoption, user
Usability and usability for all technical skill usability; societies demand satisfaction, and engagement.
Human Centred levels and device types. inclusivity for diverse users.
Design
4. Affordability Reduce cost barriers, ensuring UN SDGs (Goals 9 and 10) call Promotes economic inclusion
and digital services are accessible for equitable access to and reduces inequalities.
Infrastructure to low-income and technology; fair pricing
underserved groups. models are a societal
expectation.
5. Stakeholder Ensure digital services reflect ISO 26000:2010 highlights Enhances trust, ensures
Engagement and diverse user needs through social responsibility and service relevance, and
Inclusion meaningful stakeholder inclusive engagement. supports inclusive and
participation. responsive governance of IT.
6 Governing Body and Digital Inclusion
6.1 Accountability of the Governing Body
The governing body has a critical role in establishing digital inclusivity in digital services. This involves setting
the tone, defining values, ensuring there is an adequate system for managing risks, overseeing senior
management, monitoring performance, engaging stakeholders, and driving continual improvement. The
governing body is also accountable for the organization's digital inclusivity as part of its overall accountability
for its performance. It is thus also accountable for the digital inclusivity of the digital services offered by the
organization. The governing body is generally expected to understand the implications of stakeholders and
digital inclusivity for strategic objectives, to be aware of evolving legislative requirements, and to seek
assurance that digital inclusivity is embedded into the organization.
6.2 Governance Objectives for Digital Inclusion
6.2.1 General
The governance of IT in support of digital inclusion enables the organization to pursue three overarching
governance outcomes as described in ISO 37000:2021. Each outcome reflects how digital inclusion policies,
systems, and practices contribute to organizational success and societal value.
© ISO/IEC 2026 – All rights reserved
ISO/IEC DTR 38509:2026(en)
6.2.16.2.2 Effective Performance
Governance of IT for digital inclusion supports effective performance by ensuring that digital services reach a
broader base of users, including those in marginalized or underserved communities. By promoting equitable
access, affordability, and human-centered design, organizations can increase participation, expand service
reach, and improve user experience. Inclusive design principles, participatory governance, and Adaptive
Technology contribute to more effective digital services that function reliably and a
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