Digital transformation in cities often takes place at a faster rate than citizens’ ability to access and engage with digital and online services, leading to new inequalities. This paper focuses on that gap by examining the Smart and Wise Turku project in Turku, Finland, a mid-sized European city. Using a mixed-methods approach (n=348 survey responses; 86 in-depth interviews), this study analyzes how municipal support, digital literacy, infrastructure, and public awareness shape digital accessibility and engagement. The results indicate that municipal support is the strongest predictor, followed by literacy and awareness, while infrastructure alone is insufficient. These findings demonstrate that visible, multilingual, and skill-oriented support services are decisive levers for inclusion. The contribution of this study is twofold: an empirical study quantifying the unique impact of municipal support in a smart-city context, and transferable recommendations for designing inclusive digital services in mid-sized European cities.