Who are the people you serve with your mission? Describe briefly.

Community Tech Network envisions an Internet with equitable access to inclusive and diverse content and technical support. We believe that access to the Internet is a human right and that those without the skills to use a computer are at risk of social and economic disadvantage. As public services and essential information are increasingly moving online, many people are left without access. All too often, America’s broadband internet gaps mirror its racial gaps. Given the health and equity benefits we know that broadband can deliver to people and communities, this disparity is unacceptable. Community Tech Network supports and empowers communities of color through equal access to affordable broadband and the digital skills to use it.

How is your organization collecting feedback from the people you serve?

Focus groups or interviews (by phone or in person), Case management notes, Constituent (client or resident, etc.) advisory committees

How is your organization using feedback from the people you serve?

To identify bright spots and enhance positive service experiences, To make fundamental changes to our programs and/or operations, To inform the development of new programs/projects, To strengthen relationships with the people we serve

With whom does your organization share the feedback you got from the people you serve?

The people we serve, Our staff, Our board, Our funders, Our community partners

How has asking for feedback from the people you serve changed your relationship with them or shifted power - over decisions, resources, rules or in other ways - to them?

We have expanded our program to become capacity building and direct services. We have become experts in helping community partner's clients get access to low-cost broadband and teach digital literacy in 8 languages. The client input directly affects our customization of programs for them. We are building out other programs as a result of their input. We become respected partners,

What challenges does your organization face in collecting feedback from the people you serve?

We don't have any major challenges to collecting feedback

Briefly describe a recent change that your organization made in response to feedback from the people you serve.

In 2020 Community Tech Network (CTN) pivoted its business model within 6 weeks of the pandemic striking. Older adults were no longer able to go to libraries, labs, senior centers, or senior housing for in-person digital literacy training. With the SF Office of Aging support, CTN moved to remote-only training. CTN helped senior learners get low-cost broadband, we provided an internet-capable device, up to hours of digital literacy training including telehealth, and how to use zoom to say in touch with family and friends, (reducing isolation) order medications, and groceries. We aimed to protect the most vulnerable and underserved communities. Since our pilot we have expanded across the country and have added other programs base on the need of the community partner.