Digitalization of everyday services streamlines and simplifies necessities in life. Digital first choice is an established principle — and means that all suitable services should be offered digitally. Digital communication should be the primary channel for dialogue between citizens and public enterprises, as well as between business and the public sector.
Despite the fact that most of us master digital travel, research points out that several groups in society lack basic digital literacy. Those of us in question are being sidelined by the digital community. This means that, as a citizen, you do not get equal benefit from the opportunities, rights, services and products you need. For example, it concerns necessities such as paying bills, using NAV's services, booking an appointment with the doctor, getting access to your own tax card, communicating with family and friends, or buying a bus ticket. Everyone should have the opportunity to participate and master the digital everyday — on their own.
The opposite of the intention
While digitization contributes to efficient case management, savings, and short track for the user, it can contribute to the opposite for more. It is known that many people with low digital skills find it difficult to perform digital tasks at government agencies. The experience and purpose of the digital services, becomes the opposite of simplification. This creates digital class divisions and challenges that no one is served with.
What are the causes of digital exclusion?
Some of us are hindered digital participation as a result of linguistic or societal circumstances, while others strive with interest and motivation to acquire necessary skills. According to the report Population's Digital Competence and Participation (Directorate for Higher Education and Skills), people over the age of 60 are one of the main groups with weaker digital skills than the rest of the population. At the same time, it is emphasized that there are great differences between the youngest and the oldest seniors.
European Commission Declaration on Digital Rights and Principles
4The European Commission recently released a Declaration on Key Digital Rights and Principles for the Digital Transformation (January 2022). The European vision for 2030 is a digital society where no one is left behind. This underlines the challenge we face, and the need to take further action to include everyone.
