Lacking a Lifeline: Examining Lifeline’s Failures and Consumer Experience amid the Digital Divide

Abstract

This thesis investigates the consumer experience of low-income Americans with the Federal Communications Commission’s Lifeline program. Established in 1985 under the Reagan Administration, Lifeline offers discounted phone and internet service for eligible low-income Americans, qualifying by virtue of income level or participation in federal poverty-targeted programs. It is widely recognized that Lifeline is deeply flawed. With a low participation rate and a checkered past, the program which began to subsidize broadband service in 2016, has failed to meet the mark in helping mend the “digital divide.” As access to at-home, reliable broadband connection becomes a necessity in our digital society, effective efforts to expand broadband access to unserved and underserved communities have never been more important. While research has been conducted in recent years into Lifeline’s administration, little attention has been paid to its consumer experience. In this thesis, I investigate the experience of low-income Americans with the Lifeline program, seeking to identify areas for improvement via a survey of Lifeline users and analysis of consumer experiences posted to the social media site, Reddit. Through this analysis I developed a handful takeaways, then concluded with a discussion of my findings and frameworks for reform, referencing successful state and local broadband expansion initiatives.