nab Community Referral Pilot

By testing different approaches, a successful support model was developed that can be used in the broader implementation of community referral initiatives.

Good Things Foundation delivered a pilot digital inclusion referral project with nab (National Australia Bank) and three community partners in two NSW regional locations.

The goals of the pilot were to:

  1. Offer an opportunity for nab customers at risk of being left behind in the digital world to have access to local, digital skills supports
  2. Test the success of referral pathways between nab local teams and local community partners
  3. Build an understanding of what is needed to make these local referral relationships work

The pilot program ran from February to July 2019, in Port Macquarie and Narooma, and after being trained by Good Things Foundation, nab staff in these regional centres were able to recognise and assist customers for referral to local community organisations in our network for digital skills support.


Our community delivery partners

The Tec Exec was one of the community delivery partners in the pilot, operating in the Eurobodalla region which includes Batemans Bay, Moruya and Narooma.

An education and training organisation, The Tec Exec's mission is to educate, engage and empower Australians to overcome fear to embrace and learn new technologies.

Through the pilot, 51 people booked into digital skills sessions with The Tec Exec.

“We are super excited about new South Coast partnerships between nab Bank, Council and The Tec Exec to target community organisations and grow digital literacy skills on the far south coast.”

- Trish, Lead Digital Mentor at The Tec Exec

During the pilot, Good Things Foundation provided training to local nab teams on the digital inclusion landscape in their community and introduced them to a local community partner who delivers digital skills support through the Be Connected program. We also provided support to the community partners and evaluated the success of the approach.

It was found that through this pilot, community members that did not otherwise know about local options available to them to improve their digital skills were reached with digital literacy support. Over 60 people and four community organisations were supported to find local help through these referral relationships.

By testing different approaches in two different locations in the pilot, a successful support model was developed that can be used in the broader implementation of community referral initiatives.

Working together, we supported nab customers to improve their digital skills to become digitally able, safe and equal.