Over-70s being failed by public sector tech experience

The public sector needs to do more to enable the elderly to use digital services – including reassuring them of their data privacy and security.

That’s according to new UK research undertaken by Civica, which notes that the over 70s are very aware about privacy and data security issues, but need  support to help improve their online confidence.

Civica found that while this generation enjoy using technology, some described the “fear” they feel when entering personal information online. Many found that private organisations, such as banks, offer far better experiences than their local councils.

“With the over 70s accounting for 15 percent of the UK population – almost nine million people and growing – it should be a priority for all organisations to ensure this generation is factored into new digital developments and current online offerings,” said Tony Hughes, executive director for local government at Civica.

“This is especially important as we move out of COVID-19 restrictions, providing public sector organisations with the chance to rethink and reshape services in light of new and current needs.”

Overall, only 34 percent describe their online user experience with local government as ‘very good’. This compares to 68 percent who described their user experience with banking and financial services as ‘very good’.

Indeed, the data shows that the UK public sector isn’t factoring in this age group, with 46 percent of public leaders admitting that they do not have any digital services targeting the over 70s. Less than a third (31 percent) of public service organisations factor them in when designing services, which Civica says could cause the over 70s to fall through the digital gap during this unprecedented time.

“The pandemic has shown the power of technology in keeping us connected with each other and this study provides a welcome insight into how we can build on this, ensuring technology is accessible for all to benefit,” said Julian David, CEO, techUK.

“Public sector organisations have been extremely impressive at adapting to the pandemic, and as we look to build back better, I encourage them to take on board these valuable insights.”

UK’s older generations embracing technology

The research found a high level of technology usage for those aged 70 and over. Just under two thirds of respondents (65 percent) use a smartphone daily. Eighty-four percent confirm they are very or somewhat comfortable using a laptop and just over a quarter (26 percent) own a smart speaker.

The research also found that this age group are experienced online users of public services. More than two thirds (67 percent) have applied for a passport/driving licence or bus pass online (higher than any other age group) and three in five (60 percent) have experience in booking GP and hospital appointments or have ordered repeat prescriptions online.

The study also found the over 70s see the positive benefits in newer technologies to further improve public services. Around 58 percent confirmed biometric technology such as facial or fingerprint recognition can improve security, with a further 60 percent seeing AI enhancing medical processes.