13
September
2023

Fundamental rights of older people: ensuring access to public services in digital societies

Europe’s ageing population is ever-increasing, and our societies are becoming more digitalised. Many public services are now available online, with many more services in the process of being digitalised. But the digitalisation of public services poses a risk of exclusion for older persons. In this new report, FRA explores the impact of digitalisation on the fundamental rights of older persons. The report maps the current legislation, policies and practices fostering digital inclusion. It provides an overview of the laws at the national level that provide for equal access to public services, both online and offline. The findings show how Member States safeguard older person’s rights to access services undergoing digitalisation. It outlines how Member States can support digital skills and ensure older people can fully participate in public life.

 

This chapter details national measures aimed at overcoming challenges and barriers of the digital divide and its various levels (see Sections 1.2 Digital societies and 1.3 The grey digital divide in equal access to public services that are undergoing digitalisation), and at ensuring an inclusive and just society for all. It also reflects the specific measures adopted during the COVID-19 pandemic because digitalisation accelerated then. It is based on a comparative analysis of Franet country reports.

The prerequisites to use digital public services are a digital device, internet access and the necessary digital skills, as Sections 1.2 Digital societies and 1.3 The grey digital divide in equal access to public services that are undergoing digitalisation describe. To ensure equal access, alternative ways to access the services must be ensured for those who cannot or do not want to use the digital service.

The first-level digital divide arises from unequal access to and affordability of infrastructure and new technologies, including broadband connectivity and digital devices (see Sections 1.2 Digital societies and 1.3 The grey digital divide in equal access to public services that are undergoing digitalisation), as several research papers point out. [201]For example, Van Deursen, A. J. and Helsper, E. J. (2015), ‘A nuanced understanding of internet use and non-use among the elderly’, European Journal of Communication, Vol. 30, No. 2, pp. 171–187; Wei, K.-K., Teo, H.-H., Chan, H. C. and Tan, B. C. Y. (2011), ‘Conceptualizing and testing a social cognitive model of the digital divide’, Information Systems Research, Vol. 22, No. 1, pp. 170–187.
While the first-level divide is starting to close, as coverage increases and costs decrease, affordability remains a problem for older persons and other groups at risk of digital exclusion.

This section analyses national policy frameworks with a focus on strengthening the digital infrastructure and related measures adopted to enable access to ICT for people at the risk of digital exclusion, particularly people with low incomes.

Only a few EU countries have measures to help people who cannot afford smartphones, computers or tablets to access digital public services through the internet. The Slovenian Digital Inclusion Act sets out the distribution of digital vouchers for specific population groups to purchase computer equipment. [202] Slovenia, Promotion of Digital Inclusion Act(Zakon o spodbujanju digitalne vključenosti), 28 February 2022.

Promising practice - Devices for pensioners with easy access to the internet

Slovakia’s Recovery Plan includes distributing ‘senior tablets’ to people older than 70. These tablets should contain applications providing easy access to the internet, news applications, communication tools (email, text messages, calls) and health applications (health diary, doctor’s visits calendar and potentially also connection to healthcare databases). They should also connect to selected public e-services addressing specific life situations of pensioners.

 

The second-level digital divide relates to digital exclusion because of lacking digital skills. Without this knowledge, it is impossible to fully participate in the digital and information societies of today and benefit from digital public services. The risk of digital exclusion is particularly high among older persons, especially those with low education (see Sections 2.2 European Union legal framework and 2.3 Council of Europe legal framework). National policies and measures could reflect this better.

This section analyses national policy frameworks with a focus on the digital inclusion measures addressing the different social groups. It provides examples of measures focused on strengthening digital literacy skills, and addresses the need for a participatory approach in designing policies and measures to ensure the digital inclusion of older persons. The analysis also assesses national measures providing targeted physical and digital support services.

An important part of the digitalisation process is that digital strategies and documents translate the principles of a user-centred and inclusive approach into concrete measures. An inclusive methodology can provide a framework that ensures that digital inclusion measures are effective. Only six EU Member States (Italy, Luxembourg, Netherlands, Poland, Slovakia and Slovenia) and North Macedonia [203] Information from Franet.
address the risk of digital exclusion in their policy documents and have followed them up with concrete measures to strengthen digital inclusion.

For example, in Luxembourg, the Centre for Ageing Matters together with the association the Gerontological Competence Centre promotes innovative approaches with a positive influence on the lives of older persons. They include activities related to digital inclusion. [204] Luxembourg, Gerontological Competence Centre (Kompetenzzenter fir den Alter) (n.d.), ‘Our association and its missions (‘Notre association et ses missions’).

In the Netherlands, the Ministry of the Interior and Kingdom Relations launched a helpline together with other organisations (the National Foundation for Older Persons, SeniorWeb, the Royal Library, VodafoneZiggo and the Digital Living Alliance). [205] Netherlands, DigiHulp (n.d.), ‘De Digihulplijn.
Anyone who has a question about using their computer, laptop, mobile phone or tablet to access online services (and needs support) can call the digital helpline, and trained volunteers are ready to answer all questions on workdays. At present, it is mainly older persons who use it. [206] Netherlands, State Secretary for the Interior and Kingdom Relations (De staatssecretaris van Binnenlandse Zaken en Koninkrijksrelaties) (2021), ‘Progress digital inclusion 2021’ (‘Voortgang Digitale Inclusie 2021’), letter to House of Representatives, 21 December 2021.

In Poland, the Prime Minister’s office launched the Digital Development Clubs. [207] Poland, Ministry of Digital Affairs (Ministerstwo Cyfryzacji) (2021), ‘Digital development clubs – correction of false information!’ (Kluby Rozwoju Cyfrowego – prostujemy nieprawdziwe informacje!), 29 October 2021.
They aim to provide digital education and help people at risk of digital exclusion familiarise themselves with new technologies.

Slovenia’s largest organisation of pensioners, the Union of Pensioners’ Associations of Slovenia is the leading partner in a project called ‘Digitally included’. It addresses the integration of older persons into the information society, reducing the digital divide between generations. [208] For more information, see Union of Pensioners’ Associations of Slovenia (Zveza društev upokojencev Slovenije) (n.d.), ‘Digitalno vključeni’.

Other Member States should consider applying the above examples of practical measures. However, they should make sure that they are available across all regions.

Promising practice – Addressing the digital divide in Italy

The Italian national initiative Digital Republic addresses the digital divide by building a ‘digital academy’. It provides everyone with educational material to ensure that digital solutions become accessible to people of all backgrounds. The initiative also promotes the development of lifelong learning programmes and materials for digital skills. It honours stakeholders by awarding National Digital Skills Awards in four categories: digital for all, digital inclusive, digital against gender gap and digital in education for schools.

For more information on the initiative and the projects it finances, see Italy, Department for Digital Transformation (Dipartimento per la trasformazione digitale) (n.d.), ‘Digital Republic’ (‘Repubblica Digitale’).

 

North Macedonia has created a national legal environment comparable to those of a number of EU Member States. It has developed three strategic documents focus on the users of public services that are undergoing digitalisation: the Methodology for including end-users in the process of improving public services,[209] North Macedonia, Ministry of Information Society and Administration (Министерство за информатичко општество и администрација) (2020), Draft – Methodology for including end-users in the process of improving public services (Нацрт – Методологија за вклучување на крајните корисници во процесот на подобрување на јавните услуги), Skopje.
the Service optimisation guidelines [210] North Macedonia, Ministry of Information Society and Administration (Министерство за информатичко општество и администрација) (2020), Service optimisation guidelines (Насоки – за оптимизација на услугите), Skopje.
and the Standards for service delivery[211] North Macedonia, Ministry of Information Society and Administration (Министерство за информатичко општество и администрација) (2020), Draft – Standards for service delivery (Нацрт – Стандарди во давањето услуги), Skopje.
The Standards for service delivery specifically note that services should be available to everyone. They add that the administration should provide a service that everyone can use, including persons with disabilities or other legally protected characteristics, and that services should be accessible to people who do not have access to the internet or who lack the skills or confidence to use it. [212]
Ibid., p. 24.

Some major EU policy instruments have the objective of enhancing digital skills. They include Europe’s Digital Decade, the European Pillar of Social Rights and its Action Plan, and the European Skills Agenda (see Chapter 2 Legal and policy instruments at EU and international levels). It is hence not surprising that almost all Member States as well as North Macedonia and Serbia see the lack of digital literacy as a major barrier to the use of digital services and promote digital skills training as an effective remedy. This is reflected in national policies and programmes that aim to enhance older persons’ digital literacy to allow for equal access to public services that are undergoing digitalisation.

Developing individuals’ digital skills is an effective measure to foster digital inclusion and overcome digital exclusion, according to a large body of evidence. [213]Wild, D., Kydd, A. and Szczepura, A. (2016), ‘Implementing digital skills training in care homes: A literature review’, Nursing Older People, Vol. 28, No. 4, pp. 26–29; Garcia, K. R., Rodrigues, L., Pereira, L., Busse, G., Irbe, M., Almada, M., Christensen, C., Midão, L., Dias, I., Heery, D., Hardy, R., Quarta, B., Poulain, M. M., Bertram, M., Karnikowski, M. and Costa, E. (2021), ‘Improving the digital skills of older adults in a COVID-19 pandemic environment’, Educational Gerontology, Vol. 47, No. 5, pp. 196–206.

Several EU Member States implement measures and initiatives that focus on strengthening older persons’ digital literacy skills. In Ireland, [214]Ireland, Department of Further and Higher Education, Research, Innovation and Science (2021), ‘Adult Literacy for Life’ – A 10-year adult literacy, numeracy and digital literacy strategy.
a cross-government implementation group set up under the Adult Literacy for Life strategy is considering developing relationships with community actors (peer mentors, learner champions and ambassadors) to develop a nationwide campaign on digital literacy and the creation of a single entry point into digital and literacy training.

Other countries, such as Estonia, Latvia, the Netherlands, North Macedonia and Sweden, use public libraries in promoting digital literacy and providing the necessary resources for older persons to acquire digital skills.

In Estonia, for example, the Central Library of Tallinn offers a training programme titled Digismart Seniors. Older persons can learn skills in using computers, the internet and digital public services. The course is free of charge and can be held both virtually through Skype and on-site. [215] Estonia, Tallinn Central Library (Tallinna Keskraamatukogu) (n.d.), ‘Digismart Seniors’ (‘Seeniorid digitargaks’).

Similarly, Latvian municipal libraries have regularly organised computer skills courses for seniors free of charge. [216] Latvia, Latgale Central Library (2021), ‘Computer courses for seniors again available at library (‘Bibliotēkā atkal būs pieejami datorkursi senioriem’), 1 October 2021.
In the Netherlands, the national government started the Digital Government Information Points programme by opening information points at 15 local libraries. [217] Netherlands, Ministry of the Interior and Kingdom Relations (Ministerie van Binnenlandse Zaken en Koninkrijksrelaties) (2021), ‘State of affairs information points: Digital government (‘Stand van zaken Informatiepunten. Digitale Overheid’), The Hague.
North Macedonia’s draft National ICT Strategy 2021–2025 and the accompanying Action Plan also address the important role of the public library in strengthening the digital skills of older persons. [218] North Macedonia, Ministry of Information Society and Administration (Министерство за информатичко општество и администрација) (2021), North Macedonia national ICT strategy 2021–2025 (Северна Македонија Национална cтратегија за ИКТ 2021–2025), Skopje, and the accompanying action plan.

Communication campaigns are another effective means of reaching out to groups at risk of digital exclusion. The Swedish [219] Sweden, Swedish Post and Telecom Authority (Post- och telestyrelsen) (2021), Stop the isolation – How to reduce digital exclusion for older persons (Bryt isoleringen – så kan vi minska det digitala utanförskapet för äldre), Stockholm.
Post and Telecom Authority disseminated basic information about digital services and tools by conducting an information campaign through non-digital channels such as posters at local municipalities, libraries and study associations, and information flyers.

Mentoring and peer programmes play an important role in promoting digital literacy. Some countries also recommend peer learning or intergenerational learning settings. For example, Slovenia [220] For more information, see the website of the Slovenian institute for intergenerational cooperation, Simbioza Genesis.
mentions intergenerational mentoring, while other countries use peer mentoring or trained mentors.

The digital literacy project ‘We and Our Grandparents’ in Portugal addresses info-exclusion of older persons. Students provide digital literacy sessions for people over 65, supervised by volunteers and/or teachers. The project covers the use of digital public services by teaching how to fill in the annual Personal Income Tax declaration online. It also serves as a social and intergenerational intervention in a community context, which aims to combat isolation and loneliness. [221] For more information, see the INCoDe.2030 website.

In Austria, the Association for the Improvement of Digital Competences, together with the Austrian Seniors Council, initiated ‘Coffee Digital’, a free in-person training course in digital competences, explicitly dedicated to the 60+ age group. [222] Austria, Fit4internet (n.d.), ‘Kaffee Digital’.

The vast majority of Member States provide skills training through courses, workshops or training materials. In Finland, the Programme for the Promotion of Digitalisation includes distance training (e-learning, community college and special courses) developed for older persons and other groups at risk of digital exclusion. It is based on a nationwide network and on cooperation between stakeholders, and it provides digital support services locally. [223] Finland, Digital and Population Data Services Agency (digi- ja väestötietovirasto/myndigheten för digitalisering och befolkningsdata) (n.d.), ‘Digituki.

A range of practices and measures aim to enhance the digital literacy of older persons.

In Germany, the Federal Ministry for Family Affairs, Senior Citizens, Women and Youth funds the programme DigitalPakt Alter. The programme’s digital platform provides a wide range of information and offers that relate to digital skills for older persons. The platform is also designed as an interactive tool for networking. Another programme in Germany, the Digital Compass, offers over 200 training materials in digital skills, facilitates access to the internet and serves as a meeting place for online and on-site training at over 100 locations. [224] More information is available on the Digital Compass web page.

In Esch-sur-Alzette, Luxembourg, the Information Office for Special Needs and Senior Citizens, together with the city of Esch, implemented an ‘E-senior’ project to promote digital literacy for adults aged 55 years and more. There are tailored workshops, and a local TV station disseminates video tutorials to reach people without internet access. [225] Luxembourg, Association of Luxembourg Cities and Municipalities (Syvicol – Syndicat des Villes et Communes Luxembourgeoises) (2021), ‘"E-Senior": facilitating access to the digital world for the elderly’, (“E-Senior”: faciliter l’accès des personnes âgées au monde numérique), 22 June 2021.

Promising practice - Train the trainer

The Austrian Institute for Telecommunication in Practice runs the nationwide service centre ‘Digital Seniors’. It offers consulting services to educational institutions and trainers on how to plan and implement educational offers for older persons on digitalisation. The initiative provides free training materials, free workshops and counselling sessions to educators, a quality seal on digital education measures for older persons, and a training course on teaching digital literacy to older persons.

Source: see the Austrian Institute for Applied Telecommunications (Österreichisches Institut für angewandte Telekommunikation) website on Digitale SeniorInnen.

 

Another important aspect is targeted digital skills training for public authority staff who regularly communicate and engage with people who might be less digitally literate and need support in the digital use of public services. Addressing this aspect, the European Commission’s Interoperable Initiative [226] European Commission (n.d.), ‘The new European interoperability framework.
supports the Member States directly. It focuses on how to expand the advanced digital skills of public administration staff in the area of interoperability. Interoperability allows public administration authorities to cooperate and make public services function across territorial, sectoral and organisational boundaries, while those authorities remain autonomous at all levels of government.

Key to its implementation was the foundation of the Interoperable Europe Academy [227] European Commission (n.d.), ‘Interoperable Europe Academy.
in 2019. The academy offers all-online, self-paced massive open online courses, but also events, webinars and collaboration with universities, organisations, public administration authorities and other bodies that have an active role in digital transformation and interoperability. Its mandate could potentially also focus on implementing workshops, webinars or training on digital inclusion, and providing tools for fostering digital inclusion of vulnerable population groups in the context of public services and for avoiding discriminatory behaviour in administering digital public services.

Academic discourse [228]McGrath, C., Rudman, D. L., Polgar, J., Spafford, M. M. and Trentham, B. (2016), ‘Negotiating “positive” ageing in the presence of age-related vision loss (ARVL): The shaping and perpetuation of disability’, Journal of Aging Studies, Vol. 39, pp. 1–10; Rudman, D. L. and Molke, D. (2009), ‘Forever productive: The discursive shaping of later life workers in contemporary Canadian newspapers’, Work, Vol. 32, No. 4, pp. 377–389.
has criticised this strong focus on training individuals in digital skills, for neglecting systemic barriers that prevent some older persons from training and using digital technologies. Those barriers can include socio-economic and educational background, lack of social support systems, disadvantages related to the design of technology, and disability.

Lastly, the European Skills Agenda targets basic digital skills for a great share of the population. However, “basic digital skills” may not be sufficient to independently perform public service activities online.

Providing offline or digital support channels is another widespread measure across EU Member States. They can use access points to address concrete technical questions in person, or instructional videos and manuals.

In line with the targets of the Digital Decade programme, all EU Member States, North Macedonia and Serbia have embarked on the full digitalisation of their public services. However, only nine EU Member States appear to acknowledge the importance of retaining offline public service options for those who cannot or do not want to engage online with public services (see ‘Retaining offline public service options in policy documents’ in Section 3.4 National policy frameworks on digitalising public services). Dedicated physical support services could mitigate the risk of digital exclusion, including for older persons.

For example, the Germany-wide initiative DigitalPakt Alter, funded by the Federal Ministry for Family Affairs, Senior Citizens, Women and Youth, provides support at ‘places of experience’; 150 sites in municipalities across the country where older persons can go for help. These spaces provide a low-threshold support programmes for enhancing older persons’ digital skills. [229] For more information about the programme, see the DigitalPakt Alter website.
In Luxembourg, the implementation of the National Action Plan for Digital Inclusion includes a project that encourages the creation of physical contact points at national and municipal levels. [230] Luxembourg, Ministry for Digitalisation (Ministère de la Digitalisation) (2021), ‘Call for projects promoting digital inclusion (‘Appel à projets pour l'inclusion numérique’), 14 January 2022.

Greece has local Citizens’ Service Centres which help people to find information and fill out forms. They can also help people interact digitally with public administration services that are undergoing digitalisation, in relation to health services, military service, education and other matters.

In the Netherlands, [231]Netherlands, Ministry of the Interior and Kingdom Relations (Ministerie van Binnenlandse Zaken en Koninkrijksrelaties) (2020), NL Digitaal: Data agenda government (NL Digitaal: Data agenda overheid), The Hague.
alongside the initiative DigiHulpline, [232] Netherlands, DigiHulp (n.d.), ‘De Digihulplijn.
people with difficulties in accessing digital services can go for support to physical Digital Government Information Points. [233]Netherlands, State Secretary for the Interior and Kingdom Relations (De staatssecretaris van Binnenlandse Zaken en Koninkrijksrelaties) (2021), ‘Progress digital inclusion 2021 (‘Voortgang Digitale Inclusie 2021’), letter to House of Representatives, 21 December 2021.
These points also provide training to improve digital skills. By 6 April 2022, 450 information points had opened. [234] Netherlands, Ministry of the Interior and Kingdom Relations (Ministerie van Binnenlandse Zaken en Koninkrijksrelaties) (2022), ‘Government: More money each year for digital government information points’ (‘Kabinet: jaarlijks meer geld voor Informatiepunten Digitale Overheid’), 6 April 2022.

Promising practice - Service points bring administration closer to the citizens

In order to bring public services to the citizens wherever they live, the French government created a new reception structure: ‘France service centres’. Over 2,000 information points are housed in small offices, information booths or sometimes travelling buses. They are part of an approach to re-establish the presence of counters and physical reception structures for users, which is the opposite of the idea of providing all public services only online.

Source: France, Ministry of Ecological Transition and Territorial Cohesion (Ministère de la Transition écologique et de la Cohésion des territoires) and Ministry of the Energy Transition (Ministère de la Transition énergétique) (n.d.), ‘France services’.

 

Various digital support services such as instruction videos and online live chats are available in several EU Member States.

Instruction videos are very useful measures, raising awareness about the services available online, and explaining access to these services. In Austria, [235] For more information on the electronic health record portal, see ELGA GmbH (n.d.), ‘FAQ: ELGA-Portal.
a video on access to the electronic health records portal was extensively used during the COVID-19 pandemic. The public statutory pension portal also features an informational video explaining how to use it. [236] See ‘Und so funktioniert’s on the MeineSV website.

Another tool used for digital support services is online live chats. The Maltese [237] Malta, Ministry for Senior Citizens and Active Ageing (2021), National strategic policy for active ageing, Valletta.
electronic portal servizz.gov has a live chat function allowing users to receive real-time support.

Another example of digital support services is helplines. In Czechia, [238] Czechia, Act on civil service (Zakon o statnej sluzbe), 1 November 2014.
free helplines, some of them provided by municipalities, provide support in accessing all public services that are undergoing digitalisation.

Other countries have helplines for specific public services. For example, in Cyprus the online payment system has its own digital user support system, SISnet. [239] For more information on the user support centre of the online system for the payment of the social insurance services contributions, see the SISnet website.
In Denmark, Public Statutory Pensions services are undergoing digitalisation, and support in accessing them is available by telephone but also online. [240] Denmark, Ministry of Finance (Finansministeriet), Proposals to act amending various legal provisions on applications, notifications, requests, notifications and declarations to public authorities (Forslag til Lov om ændring af forskellige lovbestemmelser om ansøgninger, anmeldelser, anmodninger, meddelelser og erklæringer til offentlige myndigheder), 20 March 2013.

Promising practice - Enhanced support for the use of digital services to safeguard equality

The Finnish Programme for the Promotion of Digitalisation includes a range of measures to improve accessibility and support, to safeguard equality in access to all services. Support ranges from online support via chat, phone or video, through local physical support services such as guidance points, peer support and support at home, to targeted training through e-learning, community college and special courses. Older persons are a key target group for the digital support services.

Source: Finland, Ministry of Finance (valtiovarainministeriö/finansministeriet), ‘Promoting digitalisation’.

 

Ensuring inclusive and accessible digital service design is another important step towards ensuring equal access to digital public services. Participation of older persons in the creation and design of national policies, programmes or measures is a challenge for the digitalisation process.

Service design measures beyond those related to the EU Web Accessibility Directive [241]Directive (EU) 2016/2102 of the European Parliament and of the Council of 26 October 2016 on the accessibility of the websites and mobile applications of public sector bodies, OJ 2016 L 327.
were rarely included in national policies or programmes or as specific measures under the NRRP, FRA’s findings indicate. A few Member States, however, specifically address user-centred service design as part of their digitalisation strategies, but without a focus on older persons or other vulnerable groups.

For example, the Estonian Digital Agenda 2030 [242] Estonia, Ministry of Economic Affairs and Communications (Majandus- ja Kommunikatsiooniministeerium) (2021), Digital agenda 2030 (Digiühiskonna arengukava 2030).
stresses the importance of fostering inclusive design and accessible public spaces not only in physical contexts but also in digital architecture. The Finnish government programme calls for public services that are organised in a people-centric way, taking into account the specific needs and circumstances of citizens, businesses and organisations. Services are to be developed together with the clients and should be “easily accessible, understandable, interoperable, safe and reliable”. [243] Finland (2019), Inclusive and competent Finland – A socially, economically and ecologically sustainable society, Publications of the Finnish Government 2019:33, Helsinki, p. 86

The National Digital Strategy [244] Cyprus, Deputy Ministry of Research, Innovation and Digital Policy (2020), Digital Cyprus 2025.
in Cyprus adopts a principle-based approach towards digital transformation. ‘User-centred’ and ‘inclusive and universal’ are its guiding principles. It promotes a new delivery model for developing end-to-end high-quality digital services, called the Digital Services Factory model. The Digital Services Factory aims to enhance citizens’ quality of life by providing 100 % of public services online, in a user-friendly, efficient and effective way. Citizens with diverse backgrounds will be involved throughout the design process to ensure the greatest possible usability.

Promising practice - Inclusive design

The Portuguese Usability and Accessibility Seal celebrates the application of best practices in websites and mobile applications. It aims to make using online public services better, simpler and more efficient for citizens, specifically those with disabilities who interact with computers or mobile devices through assistive technologies. The Declaration of Accessibility and Usability brought the usability seal into being. It aims to promote best practice in content design, and partnerships between public administrations and civil society to promote best practice for user experience.

For more information, see the website of Portugal Digital.

 

The third-level digital divide is about inequalities of outcome, even if access and skills are equal. An example is how during the COVID-19 pandemic it became obvious how important ICT is for online banking, e-shopping, and communication so that people can participate and remain independent and healthy. Yet older adults are often stereotypically portrayed as incapable, technophobic or unwilling to engage with ICT. This may contribute to the digital divide, as age stereotypes have the power to act as self-fulfilling prophecies. [245] Köttl, H., Gallistl, V., Rohner, R. and Ayalon, L. (2021). ‘“But at the age of 85? Forget it!”: Internalized ageism, a barrier to technology use’, Journal of Aging Studies, Vol. 59, 100971.

Many older persons are already using digital devices in various areas of life (see Sections 1.2 Digital societies and 1.3 The grey digital divide in equal access to public services that are undergoing digitalisation). However, the pandemic and the associated electronic registration for vaccination were particularly challenging for older persons. A significant proportion of older persons may not be able to follow all the digital developments, even with support and training.

FRA activity - Equitable access in the COVID-19 vaccine rollout

To ensure equitable access to vaccines and overcome the digital divide, all EU Member States established a variety of ways to register. They catered for the specific needs of older persons, persons with disabilities and those with low digital skills or without access to digital technology, FRA’s evidence shows.

Online platforms were the main way to register for vaccination across the EU. In addition, it was possible to register by telephone, through medical doctors, at pharmacies, at the workplace or directly at a vaccination centre. In some cases, local authorities and civil society organisations helped older persons, persons with disabilities and other vulnerable people to register electronically for vaccination.

For more information, see FRA (2021), Coronavirus pandemic in the EU – Fundamental rights implications: Vaccine rollout and equality of access in the EU, Luxembourg, Publications Office.