A significant portion of the over-65 population struggles to navigate the digital world, with only one in six reporting confidence in using online services, according to a report by Age UK. The charity estimates that while 1.6 million older people in England are 'digitally included,' a substantial 1.4 million never use the internet, and an additional 7.9 million fall somewhere in between.

Age UK is advocating for a sustained digital inclusion initiative from the government, alongside the protection of offline access to vital services like face-to-face banking. The charity emphasizes that the notion of older individuals being simply online or offline is an oversimplification, identifying four distinct groups on a spectrum of internet usage.

Caroline Abrahams, charity director at Age UK, stated that a position where everyone is online is unrealistic. She noted that even proficient users may face challenges due to ill-health or cost, underscoring the continuous need for non-digital alternatives to access essential services. Abrahams also pointed out that many older individuals feel pressured to go digital and can experience negative consequences, such as the risk of online scams or difficulty accessing healthcare. "We routinely hear from older people who have given up trying to get help from their GP, jeopardising their health," she said.

The report, "Digital Done Right," details how older adults face obstacles in managing finances, engaging with the NHS, and accessing council services. Age UK recommends that the government legislate to guarantee ongoing offline access to all essential services and maintain access to in-person banking. They also propose setting minimum standards for the design of digital services to ensure they are user-friendly for older individuals.

Furthermore, the charity expressed concern about the transition of television services to the internet, given its importance for companionship and information among older people. Age UK suggests that broadcasters should not proceed with this transition until issues of affordability, accessibility, and usability are addressed, with accompanying support programs.

A government spokesperson acknowledged Age UK's work and shared the ambition of supporting older individuals online. The government has invested in a Digital Inclusion Innovation Fund, which included over £365,000 for Age UK, to test effective methods for digital inclusion. Learnings from this initiative are expected to inform future support strategies. The spokesperson also affirmed the government's commitment to ensuring that essential public services offer well-supported offline routes, recognizing that some individuals will prefer non-digital options.

Internet Usage Among Older Adults

Age UK's report breaks down internet use among those over 65 into four groups:

  • Online daily or almost every day: This group comprises 1.6 million (15%) individuals who are fully digitally included, frequently using smartphones and other devices for at least 10 activities, including managing finances and healthcare. They rarely receive help to get online.
  • Online at home but not usually on the move: This larger group of 5.2 million (47%) uses the internet primarily at home, often with a single device and for fewer activities. About a third receive some assistance.
  • Use the internet about once a week: Numbering 2.7 million (25%), these individuals use the internet at least weekly, mostly on a smartphone at home. They engage in activities like email and shopping, with less frequent use for banking or healthcare. Most receive help.
  • Never go online: This group of 1.4 million (13%) is digitally excluded due to reasons such as lack of IT skills, distrust of the internet, or a perceived lack of need. Some in this group report feeling left out and isolated.