21st November 2024
The digital world remains challenging to navigate for older individuals, leaving a significant portion of society excluded from essential services and social life without regular alternatives to online options. This issue was highlighted by the Office of the Equal Opportunities Ombudsperson in a recent study on the digital divide.
Survey Findings
According to the study, 40% of respondents aged 55 and older reported difficulties booking doctor’s appointments or other specialist services online. A third found it challenging to purchase public transport tickets digitally, and almost 4 in 10 faced serious obstacles accessing discounts tied to mobile apps. Additionally, 20% expressed concerns about paying taxes online.
The difficulties are most pronounced among people over 75, older women, and residents of smaller towns and rural areas. For example, 1 in 4 individuals over 75 does not use online banking due to its complexity, and 15% of this group only use it with the help of another person.
Declining Access to Key Services
“The study revealed that the digital divide affects all major aspects of daily life—healthcare, transportation, finance, and retail,” said Jolita Miliuvienė, Seimas Ombudsperson, who also temporarily serves as the Equal Opportunities Ombudsperson. She noted that the rapid transition of services into the digital space, without preserving traditional alternatives, is making access increasingly difficult or even impossible for older adults who lack digital skills.
J. Miliuvienė also warned that excessive digitalization could limit service options, deepen social isolation, increase dependence on others, and even violate fundamental human rights.
“We understand the importance and inevitability of technological progress, but we must bear in mind that a significant part of society cannot adapt to it so quickly for objective reasons. The state has no right to leave these people behind. Especially since our legal acts, including the Law on Equal Opportunities, oblige us to ensure equal access to services for all residents of the country, regardless of age”, emphasizes J. Miliuvienė.
The Need for Alternatives
According to the J. Miliuvienė, it is important for digital changes to be implemented gradually, and to ensure equal opportunities for all groups in society, it is essential to maintain alternative ways of providing services. This need is also echoed by the majority of participants in the digital exclusion study.
“For example, creating conditions for in-person or phone consultations to access essential services, allowing individuals to be identified by means other than electronic tools, ensuring the option to pay in cash, and compensating for service fees when non-digital payment methods are unavailable. In cases where digital services are offered at a lower price than in-person services, older people should be allowed to access these discounts with assistance,” said J. Miliuvienė.
The Office of the Equal Opportunities Ombudsperson notes that intensifying education would help alleviate the effects of social exclusion. There is a shortage of digital skills development programs tailored to individual needs, as well as accessible and convenient systematic support for managing digital devices and services for older people.
The non-representative study, conducted between July and September, surveyed 1,982 residents aged 55 and older and their relatives. Participants completed both online (85%) and paper (15%) questionnaires and shared experiences of digital exclusion in accessing services or purchasing goods. Focus groups with 24 older people were also conducted.