“You can’t make your grandson check the registration online every night to see if there’s a possibility to reserve a place for doctor’s appointment. The discrimination in this field is terrible,” said one person. Another shared, “My aunt is 82 years old and was going to visit me from another town. She said it was terrible, because everyone around her was showing e. tickets in their phones, but she and other older ladies were stuck at the bus terminal platform with no tickets and no possibilities to buy them from the driver.” Someone else explained, “Young people buy bus tickets online, but if you’re old, you have to stand in line. I’ve even missed the bus because of this.”

These are just a few quotes from a survey on the digital divide conducted by the Office of the Equal Opportunities Ombudsperson. The survey revealed that older people face the biggest challenges in healthcare and public transport.

The study involved nearly 2,000 older adults, most of whom filled out anonymous questionnaires. Group discussions were also held. The main complaint was that people who lack digital skills or devices struggle to access basic services. This leaves some feeling excluded and forces them to rely on family members for help, which can also be inconvenient.

Mintautė Jurkutė, an expert at the Office of the Equal Opportunities Ombudsperson, explained, “Some older people feel like they’ve been left behind.”

Access to healthcare system called a mockery

One area where many older people experience difficulties is the healthcare system. 40 percent of those surveyed complained of problems registering with doctors through the “E.sveikatos” website (online system for healthcare services), 35 percent – through another online medical institution system.

About one-third of survey participants said they faced challenges accessing their health test results online (35%) or via email (28%). Slightly more than a quarter (28%) struggled to pay for healthcare services at self-service payment terminals. Fewer participants (22%) reported difficulties consulting with doctors over the phone.

During discussions, older adults highlighted that as digitalization progresses, it is becoming harder to address healthcare issues in person—whether by phone or at medical facilities. Many participants felt that this shift not only makes the process difficult and time-consuming but also reduces their independence, forcing them to rely more on others for help.

“If I can call, I call,” said Juozas from Vilnius, a participant in the group discussion. “I’ve tried using the E. sveikata system to register, but it’s so complicated—it feels like you need a degree to figure it out.”

Even when phone consultations are possible, participants expressed frustration with long waits to speak with a receptionist or needing to call repeatedly for days. “I hang up in frustration. Calling the clinic feels like a joke—there’s no privacy, and it’s so inefficient,” complained Rimutė from Vilnius.

Mintautė Jurkutė, a representative of the Office of the Equal Opportunities Ombudsperson, noted that repeated complaints about registering for medical services by phone show that this alternative to digital systems is not an effective solution.

You have to stay at the bus stop because all bus tickets are sold out online

The digital divide among older adults is also noticeable in public transportation. Three out of ten survey participants struggle to buy intercity bus tickets online, through an app, or at self-service kiosks. Similar problems exist for city public transport, where 32% of respondents find it challenging to purchase and validate tickets via apps.

Additionally, between a fifth (23%) and a third (34%) of respondents avoid using digital payment methods altogether for public transportation, opting instead for traditional alternatives.

However, according to Mintautė Jurkutė, access to these traditional options is steadily decreasing.

“Participants in the study shared that challenges are particularly severe when the trip starts or ends at intermediate stops,” Jurkutė explained. “For instance, on routes like Vilnius-Klaipėda, buying tickets in person may no longer be possible, as tickets are sold in advance and some buses or trains no longer offer on-board ticket purchases. This makes public transport inconvenient, limits access to essential services, and hinders social connections.”

This difficulty was echoed by Mrs. Violeta from Molėtai, who shared her struggles during the discussions. “It’s hard to get home from Santara Clinic,” she said. “After seeing the doctor in Vilnius, I have to figure out how to buy a ticket in advance, even though I don’t know when I’ll be done. Sometimes, you end up waiting because tests take longer than expected. I’ve seen people standing by Clinics when I’m going back from Vilnius bus station, and no one is picking them up. In the afternoon, where are they supposed to go? It’s only manageable if they have family nearby.”

Without Electronic Tools, Even Confirming Identity Can Be Difficult

A significant number of older adults reported that digitalization creates challenges in managing everyday tasks related to their daily lives, households, and finances. One of the most frequent complaints is the long distance to a bank branch or ATM, a problem cited by 42% and 36% of respondents, respectively.

Similarly, 42% of survey participants said they struggle with completing declarations online, 40% reported difficulties registering for consultations with specialists at various institutions, and 32% faced challenges filling out applications for compensation.

Slightly fewer people reported issues with submitting meter readings (24%) and paying for utilities or telecommunications services online (23%). These results highlight how digital barriers affect essential aspects of life for many older residents.

“Digitalization is clearly transforming how services are paid for and how people communicate with service providers,” says M. Jurkutė, a representative of the Office of the Equal Opportunities Ombudsperson. “Many older people view these changes unfavorably because they haven’t had enough time to adapt. Most survey participants agreed that digitalization has reduced direct contact with service providers, which creates challenges when immediate consultation or problem-solving is needed.”

Jurkutė highlighted that among the hardest-to-reach service providers were the electricity and gas companies Ignitis and Eso, along with organizations managing utilities.

“It’s extremely difficult when someone doesn’t have e-banking or a mobile signature. When they try to visit in person or send a letter, they’re often turned away with, ‘Sign it electronically, or we won’t consider it,’” shared Gediminas, a Vilnius resident who took part in the discussions.

Another participant described how Ignitis requires identity confirmation exclusively online: “Three years ago, when my mother—now 95 years old—went to the Ignitis customer service department in person with a valid Lithuanian ID, she was unable to confirm her identity because their rules only allow for electronic verification.”

Discounts—Accessible Only for the Digitally Savvy

Retailers that offer discounts exclusively through mobile apps and other digital methods are frustrating older customers. Four out of ten survey respondents reported difficulties with this approach, and one in five said they don’t use such apps at all. Additionally, a third of respondents noted challenges with using self-service checkouts or renewing and purchasing discount cards.

“It’s no secret that discounts are particularly important to the more socially vulnerable elderly population,” says M. Jurkutė, a representative of the Office of the Equal Opportunities Ombudsperson. “It’s paradoxical that many of these individuals cannot access discounts simply because they don’t have or use smartphones. As a result, they not only face financial hardship but are also placed in an unequal and demeaning position compared to other shoppers.”

Older adults often find that help from employees with mobile apps or self-service checkouts is insufficient and complicated. “One cashier can’t explain how the app works when there’s a crowd of people waiting,” said Danutė, a study participant. “Let’s be realistic—visit a store and see how much time they actually have to help.”

Digitalization also poses challenges in leisure and entertainment services. According to the survey, 44% of respondents struggle when a restaurant provides only an electronic menu that requires a smartphone to access. Over one-third reported difficulties purchasing event tickets sold exclusively online, and another third experienced issues at restaurants or cafes that don’t allow payment in cash.

“As with most service provisions, older adults express a strong need to maintain traditional payment and consultation methods—such as cash payments, in-person service at cash registers, and phone consultations,” says M. Jurkutė. “These options would not only make services more accessible but also provide emotional benefits, as live communication is a vital form of socialization for many.”

The importance of personal interaction was also highlighted by study participants. “Now you’re alone at the computer—shopping, making doctor appointments, consulting over the phone. There are no people anymore,” lamented Kristina from Vilnius. Another participant, Diana, shared, “We aren’t communicating with people but with screens. We’re becoming more and more isolated, and we, the elderly, already suffer greatly from loneliness.”

According to data from the Ministry of Social Security and Labour, as of early 2024, Lithuania had 586,900 residents aged 65 and older, accounting for about one-fifth of the country’s population. Among them, over 65,000 individuals (approximately 11%) have disabilities.

The non-representative digital divide study was conducted from July to September 2024. Older residents aged 55 and above, along with their relatives, shared their experiences of digital exclusion through paper and online questionnaires. Some also participated in live community discussions. A total of 1,982 individuals took part in the survey: 1,675 (85%) completed the online questionnaire, and 307 (15%) submitted paper responses. Additionally, 24 individuals participated in group discussions. To protect their privacy, the names of participants quoted in the study were changed.