Bridging the Digital Divide: Ensuring No One is Left Behind

In today’s increasingly digital world, older adults are facing a mounting challenge. According to Age UK's recent research, one in three people over 60 – that’s 5.1 million individuals – say their lives have become harder in the last five years due to the growing number of services moving online. While many of us take digital services for granted, this shift is leaving older people feeling excluded, isolated, and disadvantaged.

The Struggle for Digital Access

Digital exclusion is a growing concern, especially among older people. The research highlights stark inequalities between older adults in different parts of the country. Only half (52%) of older people in the 20% most deprived areas of England use the internet daily, compared to 80% in the least deprived areas. These figures shed light on the depth of the problem: as services become more digitised, those without access or the necessary skills are increasingly left behind.

Cleo Smith, a representative from Age UK, points out, “It’s not just about convenience; it’s about access. When essential services like healthcare and government assistance go online, older people without the digital means to access them are at a serious disadvantage.”

For many, using the internet is not simply an inconvenience; it’s a barrier that prevents them from living their lives fully. Services like booking GP appointments, managing finances, and even applying for benefits are becoming increasingly difficult for those who don’t feel confident using technology.

The Emotional Toll: Frustration and Isolation

When asked about their experiences, older people shared feelings of frustration, stress, and alienation. Over half of the respondents (53%) admitted feeling frustrated when they were told to go online to access services, and 29% felt left behind. In some cases, the shift to digital-first services has even been described as ageist, with older adults being left out of decisions that directly affect them.

Cleo Smith explains, “The digital shift is not only creating barriers but is also damaging older people’s confidence. Many feel they are being told that they don’t matter, or that their needs are less important than the push for everything to go online. This is particularly tough for those who may never be comfortable using technology, and it impacts their independence, mental health, and sense of autonomy.”

Older adults are also increasingly relying on family and friends for help. Two-thirds (64%) say they receive assistance from loved ones, and 41% would like to have help from a local charity or community organisation. This reliance, though vital, can undermine their sense of independence, and in many cases, leave them feeling like they are a burden.

A Step in the Right Direction: The Digital Inclusion Action Plan

The UK Government’s recently published Digital Inclusion Action Plan presents a valuable opportunity to address this issue. Age UK warmly welcomes this initiative, but we believe that it must go beyond providing opportunities for older people to get online. We need a systemic approach that ensures all older adults, particularly those in deprived areas, have the support they need to access digital services confidently – or have an alternative when they cannot.

“The Government’s plan needs to ensure that digital inclusion isn’t just about getting people online,” says Cleo. “It’s about giving older people a legal right to access public services offline if they cannot use the internet. This isn’t just about digital literacy; it’s about respecting their autonomy and their right to engage with essential services in a way that suits them.”

Age UK is also calling for a cultural shift. Older people’s voices need to be central in the design and implementation of digital services that affect them. Too often, older people are not consulted on digital solutions that directly impact them, leading to frustration and missed opportunities for better solutions.

Bridging the Gap with Action

To truly tackle digital exclusion, we must ensure that digital inclusion programmes are targeted at those who need them most. This includes tailored support for older people in areas of high deprivation, where digital access is often limited. It also means prioritising the development of user-friendly systems that meet the specific needs of older adults, whether they are new to technology or unable to use it at all.

Cleo adds, “We are at a crucial point where we can either continue to marginalise older people or work towards a more inclusive society. The Digital Inclusion Action Plan is a great first step, but we need to ensure that it leads to tangible, meaningful change for those who are offline, and that no one is left behind.”

What You Can Do

Age UK is leading the charge on this issue with its Offline and Overlooked petition, which has already garnered more than 67,000 signatures. This petition calls for the right to access essential services offline, ensuring that older people are not excluded simply because they cannot use the internet.

As more and more services move online, it’s vital that we work together to bridge the digital divide. We can all play a part in making sure that older people have the tools, support, and rights they need to live independently and confidently in an increasingly digital world.

Let’s stand with older people and ensure that the shift to digital does not leave anyone behind.

To sign Age UK’s Offline and Overlooked petition, visit this link.