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Digital-Only Services: How They Exclude People from Essential Tasks
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- No internet access: People in rural areas or low-income households who lack broadband or reliable mobile data cannot access online services (e.g., apply for benefits, file taxes, book healthcare appointments).
- Lack of devices: Those without smartphones, tablets, or computers (elderly, homeless) cannot use digital-only platforms to complete tasks like renewing IDs or submitting documents.
- Digital literacy gaps: Older adults, people with limited education, or those new to technology may be unable to navigate websites, online forms, or security steps required for banking, benefits, or medical portals.
- Disability barriers: Websites or apps that aren’t accessible to screen readers, keyboard-only users, or people with cognitive impairments prevent tasks such as arranging social care, voting, or accessing legal help. (See WCAG accessibility standards.)
- Language and literacy limits: Non-native speakers and low-literacy users struggle with complex online instructions for immigration forms, tax filings, or welfare claims.
- Identity verification hurdles: Digital ID systems that require smartphone cameras, biometric scans, or third-party apps can block people without appropriate devices or technical confidence from opening bank accounts or receiving government services.
- Intermittent power/connectivity: People in crisis situations or areas with frequent outages cannot rely on continuous online access to manage urgent tasks like prescription refills or emergency benefits.
- Trust and privacy concerns: Survivors of domestic abuse, undocumented migrants, or those wary of surveillance may avoid online systems that require personal data, preventing access to housing, legal aid, or healthcare.
References: World Wide Web Consortium (W3C) Web Content Accessibility Guidelines; UK Government Digital Exclusion research; Pew Research Center reports on internet access and digital divides.
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Digital Literacy Gaps and Exclusion
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Short explanation:
When services move online, people with limited digital skills—commonly older adults, those with less formal education, or individuals new to technology—can struggle to complete essential tasks. Difficulties include navigating complex websites, filling multi-step online forms, managing passwords and two-factor authentication, or recognising and avoiding scams. These barriers can prevent access to banking, applying for benefits, booking medical appointments, or obtaining prescription refills, effectively denying people essential services unless alternative, accessible options remain available.
References:
- van Dijk, J. (2020). The Digital Divide. Polity.
- Friemel, T. N. (2016). The digital divide has grown old: determinants of a digital divide among seniors. New Media & Society, 18(2), 313–331.
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Why Friemel (2016) Matters for Digital-Only Exclusion
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Friemel’s 2016 paper examines how and why a distinct digital divide persists among older adults. Using survey data and statistical analysis, the study shows that chronological aging is now a stronger predictor of non-use and limited use of the internet than traditional socio-economic factors. Key determinants include physical and cognitive impairments, lower digital self-efficacy, weaker social networks that encourage online adoption, and attitudes toward technology. Friemel argues that policy and service design cannot treat internet adoption as merely an economic or educational problem: age-related barriers and the social context of older people must be addressed.
Why this selection fits your context:
- Highlights a large, growing population (seniors) likely excluded when services go digital-only.
- Emphasizes non-technical factors (health, confidence, social support) that digital access policies must consider.
- Supports the need for alternatives to online-only channels and for targeted interventions (training, accessible design, assisted access).
Reference:
Friemel, T. N. (2016). The digital divide has grown old: determinants of a digital divide among seniors. New Media & Society, 18(2), 313–331.
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