Identification and Validation of Indicators and Criteria for Evaluating the Quality of Public Access to Information and Information and Communication Technology (ICT) Services in Public Libraries of Selected Middle Eastern Countries

Introduction
Universal access to information and communication technologies (ICT) has become one of the principal responsibilities of public libraries in advancing sustainable development, lifelong learning, digital inclusion, and information justice. As public libraries increasingly expand their digital infrastructure and online services, ensuring equitable access to information resources for all members of society has become a strategic priority. Reliable evaluation frameworks are therefore essential for assessing service quality, identifying gaps in accessibility, and supporting evidence-based decision-making. Although international organizations such as IFLA and UNESCO have introduced general guidelines for inclusive library services, no comprehensive and validated framework has been specifically developed to evaluate the quality of universal access to information services and ICT in public libraries across the Middle East. This study addresses this gap by identifying and validating a comprehensive set of indicators and evaluation criteria tailored to the regional context.
 
Methodology
This applied research employed a descriptive–exploratory design. Data collection began with a comprehensive review of printed and electronic literature, international standards, policy documents, professional guidelines, and previous empirical studies related to public libraries, universal access, digital inclusion, ICT accessibility, and information equity. The preliminary indicators extracted from the literature were subsequently evaluated using the Delphi technique. A panel of experts specializing in library and information science, public library management, and information systems participated in multiple Delphi rounds. During each round, participants assessed the relevance, clarity, applicability, and importance of the proposed indicators. The iterative Delphi process continued until a satisfactory level of consensus was achieved, resulting in the validation of a comprehensive framework for evaluating the quality of universal access in public libraries.
 
Findings
The Delphi process confirmed that the quality of universal access to information services and ICT in public libraries is represented by four interrelated dimensions: user empowerment, access to information resources, reduction of the digital divide, and information equity.
Within the user empowerment dimension, information literacy, digital literacy, lifelong learning, artificial intelligence literacy, and digital skills development were identified as the most influential indicators for strengthening users' capabilities and enhancing their effective participation in the digital society.
The access to information resources dimension emphasized unrestricted and equitable access to scientific, educational, governmental, agricultural, health-related, and specialized information resources, alongside digital collections, electronic databases, online reference services, and remote information services that support informed decision-making and community development.
The reduction of the digital divide dimension highlighted the importance of strengthening digital infrastructure through reliable high-speed Internet connectivity, modern computer facilities, assistive technologies, accessible digital platforms, continuous technological innovation, and user-centered digital services. These indicators contribute to minimizing disparities in access to information technologies among different population groups.
The fourth dimension, information equity, focused on ensuring inclusive and equitable services for disadvantaged and vulnerable populations, including people with disabilities, older adults, women, children, immigrants, rural communities, and economically marginalized groups. Equal opportunities to access information regardless of demographic, social, economic, or physical characteristics were identified as essential indicators of high-quality public library services.
Collectively, these validated indicators provide a multidimensional perspective for evaluating universal access and demonstrate the close relationship between digital inclusion, information justice, technological accessibility, and sustainable public library development.
 
Discussion and Conclusion
The validated framework developed in this study offers a comprehensive and evidence-based model for evaluating the quality of universal access to information services and ICT in public libraries throughout the Middle East. By integrating internationally recognized principles with the specific cultural, social, and technological characteristics of the region, the framework addresses an important gap in the existing literature and provides a practical instrument for systematic library assessment.
The proposed indicators enable policymakers, public library administrators, and decision-makers to evaluate current services, identify strengths and weaknesses, prioritize strategic investments, improve technological infrastructure, and formulate evidence-based policies that promote equitable access to information. Furthermore, the framework supports digital inclusion initiatives, strengthens information equity, and contributes to achieving broader sustainable development goals through more inclusive public library services.
From a theoretical perspective, this research expands the literature on universal access by presenting a regionally validated evaluation model that combines concepts of digital inclusion, information justice, ICT accessibility, and user empowerment. The framework also provides a foundation for future comparative studies, benchmarking initiatives, and the development of standardized assessment instruments applicable to public library systems in the Middle East and other developing regions.