The Seattle Housing Authority equips residents with Surface Laptop Go to foster digital equity and accessibility

The Seattle Housing Authority (SHA) is an independent public corporation in Seattle, Washington. It provides long-term, low-income rental housing and rental assistance to more than 37,000 people. SHA owns and operates close to 9,000 apartments and single-family homes at more than 300 sites throughout the city. 

SHA’s mission is to enhance the Seattle community by creating and sustaining decent, safe, and affordable living environments that foster stability and self-sufficiency for people with low incomes. SHA recognizes that self-sufficiency in the 21^st century requires computer skills—and not having those skills hinders people from finding jobs and educational opportunities, accessing health and community resources, and filling out required paperwork for government entities.

Making technology more widely accessible to all

In 2018, SHA launched a formal Digital Initiative, which included a three-pronged approach to technology access: digital data collection for communications, extended emergency communications, and—a vital component of the strategy—digital equity. While SHA clients represent a variety of backgrounds and have different priorities, digital enablement is the universal key to finding employment and essential services. Asfaha Lemlem, Digital Equity Coordinator for SHA, outlines the objectives of the Digital Initiative: “How can we make sure residents not only have devices, but also the digital skills to use technology? How can we make their lives much better and easier so they can find a job?”

The agency installed free wi-fi in community rooms at numerous properties, set up computer labs in several residential buildings, provided on-site group training for email management and using online resources, and in 2020 launched the Digital Navigators program for one-on-one instruction.

Responding to the pandemic with innovation

When COVID-19 was declared a national emergency, SHA had to close the computer labs. Although the lab closures were a setback, SHA quickly realized it had an opportunity to do more with the digital equity funding allotted as pandemic relief. The organization collaborated across internal departments and with external partners to develop strategies for providing their diverse community with streamlined access to technology. SHA needed to address the question of public versus personal computers. For high-risk populations such as the elderly or people with underlying health issues, accessing public computers can be difficult. And their 5,400 public school students living in SHA-assisted housing needed a computer at home to continue their education.

“There are real positives to people having their own devices,” says Maria Ursua, Supportive Services Coordinator at SHA. “They can save things, and upload or download them, as well as having access to a device whenever they need. It’s just more convenient. Everything is online. And for people with disabilities, it means they don’t have to leave their house.”

These insights led SHA to take the unprecedented step of equipping many residents with their own laptops.

Empowering residents with more accessibility

Mobility was a priority for SHA, so their device choice needed to be both lightweight and durable. Accessibility and cost-effectiveness were also significant criteria. After reviewing several options, SHA decided on the Surface Laptop Go, a lightweight, durable device that offered extensive accessibility features.

“I got really excited about the accessibility features of the Surface Laptop Go,” says Ursua. “We have a lot of monolingual residents that speak many different languages. One of the features I liked was the fact that you could change your language and change your keyboard.”

The extended accessibility features of Microsoft Windows built into the Surface Laptop Go devices enable users with special needs. For example, function keys can be programmed to create shortcuts and the screen aspect ratio can be adjusted. The color filters and magnifiers are particularly helpful for visually impaired users. As one resident says, “I would prefer to receive information by email or text, as my disability makes other methods challenging. So, thank you for encouraging this.”

Extending digital equity through hardware, software, and training

SHA launched a series of events to distribute the laptops to resident households who had been randomly selected. Today, SHA is focusing distribution on families with school-age children, youth who have aged out of the foster care system who are living in SHA housing, individuals seeking employment, adult college students, persons with disabilities and others with a high need for computer use. “I had not thought I would need it as I have a desktop computer,” says one resident. “But in the short time that I've had this Surface Laptop Go, I've found myself using it quite a bit more than I expected!” 

Residents receive training from SHA’s Digital Navigators to set up and use laptops. Moving forward, SHA plans to conduct classes, as well as upgrade eight computer labs and add four mobile labs to help provide in-depth instruction for those with limited technical skills. SHA is enthusiastic about the partnership with Microsoft’s Affordable Computer Initiative through which they purchased 1,200 of the Surface Laptop Go and 1,200 Office Home and Student 2021 licenses, offering access to modern productivity tools.

Connecting to social, economic, and educational opportunities

The impact of accessing the internet and services from anywhere via the Surface Laptop Go extends across the SHA community. SHA resident families can share the laptop to connect to loved ones, participate in telemedicine appointments, fill prescriptions, and complete online forms or applications. Residents can use their laptop to access the online platform for SHA’s JobLink program to search and apply for jobs—a key component of the 21^st century self-sufficiency envisioned by SHA.

SHA continues to expand its trend-setting digital equity initiatives. In addition to distributing devices, they’re improving internet access in every building and expanding the technology literacy training programs. Susanna Linse, SHA Communications Manager maintains that “access to a computer is life-changing for our tenants.” One of the SHA Digital Navigators elaborates: “Digital access is becoming one of the biggest necessities especially nowadays because of the pandemic. Hence, I want to make sure that I have done everything within my power, so my people have equitable access to this necessity.”

SHA Director of Communications Kerry Coughlin underscores the imperative of digital access for low-income populations: “You start with housing; you have to have housing as the basis. But we’re so much more than four walls. We want to help people further improve their lives. The world is socially, economically, educationally – in every way—conducted on the internet now. That’s why digital equity is so important.”