Digitalization Excludes Many from Services and Information Access, Survey Finds

The digitalization of services is creating significant barriers for many, particularly the elderly, according to findings from Soste, the Finnish Federation for Social Affairs and Health. A recent organization barometer survey highlights that over a third of social and health organizations encounter considerable difficulties among their clients when accessing digital services.

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Difficulties in using digital services are very common among people encountered by social and health organizations.

While organizations serving the elderly reported the most issues, the problem extends to other vulnerable groups, including people with disabilities, those with chronic illnesses, and individuals struggling with substance dependencies. These groups face challenges that can lead to exclusion from essential information and services, and in some cases, prevent them from receiving benefits altogether.

The reliance on digital platforms for essential tasks can also diminish individuals' autonomy and increase their dependence on others. This raises concerns about equitable access and the potential for digital services to exacerbate existing social inequalities rather than alleviate them.

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If digital interaction is difficult, it increases dependence on other people and narrows self-determination.

To address these challenges, respondents to the Soste survey suggest several solutions. These include the use of plain language and clear instructions for digital services, increased resources for digital support, and the crucial maintenance of alternative, non-digital channels for accessing services. This approach aims to ensure that digitalization benefits everyone, rather than creating a new divide.

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We need plain language and clear instructions for using digital services, additional resources for digital support, and alternative channels for interaction.