A significant portion of the UK's over-65 population faces challenges with online access, with many struggling to engage with vital services like banking, healthcare, and local government. Age UK, a charity focused on older people, released a report stating that only one in six individuals over 65 are confident using the internet. The report estimates that 1.4 million older people in England never use the internet, while an additional 7.9 million use it to varying degrees.
Age UK is calling on the government to launch a substantial and sustained digital inclusion initiative. Crucially, the charity advocates for the protection of offline access to essential services, including face-to-face banking. The charity asserts that the notion of older people being simply 'online' or 'offline' is an oversimplification, identifying four distinct groups based on their internet usage.
Caroline Abrahams, charity director at Age UK, stated that "Ministers must realise that we will never reach a position in which everyone is online." She further noted that even proficient internet users may encounter difficulties due to physical or mental ill-health, or cost. Therefore, "There always needs to be a good non-digital alternative for accessing essential services. Legislation and national standards should be put in place to guarantee this," Abrahams urged.
The charity's report, titled "Digital Done Right," highlights that many older individuals feel pressured to adopt digital technologies and face negative perceptions if they lack the same skills as younger generations. This can have serious consequences, with some older people reportedly abandoning attempts to access healthcare services, thus jeopardizing their health.
Age UK recommends that the government legislate to ensure continued offline access to all essential services and protect access to in-person banking. Additionally, the charity wants the government to establish minimum standards for the design of digital services, such as those used by banks, the NHS, and customer support, to make them more user-friendly for older adults.
The charity also expressed concern regarding the future transition of television services from digital terrestrial and Freeview to internet-based platforms. TV is a critical source of companionship and information for many older individuals. Age UK suggests that broadcasters should not proceed with these transitions until issues of affordability, accessibility, and usability are resolved, and that these changes should be accompanied by a support program.
A government spokesperson acknowledged Age UK's work and shared the ambition to support older people in getting online. The spokesperson mentioned the government's £11.9 million Digital Inclusion Innovation Fund, which has supported organizations, including Age UK, to test effective methods for digital inclusion. The learnings from this fund are intended to inform future support strategies. The government also stated its commitment to ensuring that essential public services offer well-supported offline routes, recognizing that some individuals prefer non-digital options.
Age UK's report further detailed the internet usage patterns among older individuals. It found that one in five older men are 'digitally included,' compared to one in ten older women. Individuals without disabilities, in better health, and with more comfortable financial situations are more likely to be confident internet users. The report categorized over-65s into four groups based on their online engagement: those who are fully digitally included (1.6 million people), those who use the internet at home but not typically on the move (5.2 million), those who use the internet about once a week (2.7 million), and those who never go online (1.4 million).