1st October 2024
As digital services become increasingly widespread across the country, many older persons have expressed discomfort with these changes. They often express concerns that cafés accept payment only by bank card and that menus are available only in electronic format. They also note that having cash no longer guarantees access to events, like concerts, where tickets now must be purchased online or through digital platforms. A recent survey conducted by the Office of the Equal Opportunities Ombudsperson highlighted these challenges, showing the difficulties older people face in adapting to the increasing reliance on digital services.
Since late July this year, older individuals have been invited to fill out questionnaires and anonymously share their experiences with challenges in using digital technology to access services or purchase goods. Nearly two thousand responses were collected – both online and on paper – and additional insights were gathered through in-person meetings with communities of older people.
According to Jolita Miliuvienė, Acting Equal Opportunities Ombudsperson and Parliamentary Ombudsperson, although the study is not representative, it still underscore an important issue: “We have only systematised the preliminary survey data, but we can already confirm that a recurring concern among older people is their inability to access the same services as other customers, especially when cash options are unavailable.
The completed questionnaires revealed that one-third (33%) of individuals aged 55 and older encountered difficulties in cafés or restaurants because they could not pay with cash. This number rose to 44% among those aged 75 and older. Additionally, nearly half of all respondents reported challenges with restaurants and cafés that only offered menus in digital format.
Furthermore, more than one in three (36%) senior citizens reported difficulties purchasing event tickets because they were only available online.
“It is clear that the growing use of electronic payment methods presents significant challenges and risks excluding a considerable segment of society. Some older residents lack the digital skills or the financial means to purchase smart devices and other necessary tools. As a result, their access to certain services may be limited, especially if no alternative options are provided,” comments J. Miliuvienė.
According to her, while the shift toward digital technology does not amount to discrimination, it is important that this transition respects the principle of proportionality and increases accessibility. ” Not everyone is quick to adapt to new technologies, so a transitional period may be needed, during which traditional methods remain available alongside digital solutions,” suggests the Acting Ombudsperson.
The Office highlights that digital exclusion occurs when essential services are only accessible digitally, leaving individuals without digital skills, devices, or internet access unable to use them.
According to EUROSTAT data from the Statistics Department, last year, 33% of Lithuanian residents aged 55 to 64 had basic digital skills, while only 15.5% of those aged 65 and older had these skills.
This text is issued on the occasion of International Day of Older Persons. The Office will publish the comprehensive results of its study on digital exclusion among older individuals later this year.