Class, race, ethnicity, geography and other factors could lead to groups of people being disenfranchised. In many countries, content must be provided in more than one language or dialect. E-government must also address the needs of those who are illiterate.

The digital divide is the gap between people who have access to the Internet and those who do not. Those without access cannot learn essential computer skills, cannot access information that can provide economic opportunities, and cannot share in the benefits of e-government.

An exemplary illustration of how the digital divide can be bridged to benefit the rural poor is the Gyandoot Project, where the Internet connected a remote part of India to the government and the services it provides. As noted above, Jamaica enlisted postal workers to teach customers basic computer skills like email, and also created computer labs in local libraries, with the goal of empowering the rural poor to explore opportunities beyond their small communities, including the opportunity for increased civic participation.

Bridging the digital divide means more than just addressing race and class issues. Successful programs will create new opportunities for those who are traditionally isolated from government programs. In particular, technology programs often leave women, immigrants and the elderly behind.

An effort must be made to include these and other vulnerable groups.

There are two issues of special concern tied to the digital divide:

• E-Literacy -- ensuring e-government programs help to create opportunities by educating those who have not used, do not have access to, or feel uncomfortable with technology.
• Accessibility -- making e-government programs available to the physically disabled.