More than 60% of those over 65 years of age use the mobile phone with a frequency and daily routine that would demolish many of the ageist prejudices that usually start up when faced with the image of an old woman fiddling with a smartphone. However, the digital transformation of society is advancing in great strides and often does not take into account those who cannot keep up. In fact, “80% of retired people feel lostalone when they have to face a digital procedure”, says Lucía Velasco, economist and author of ‘Is an algorithm going to replace you?’. The main obstacles: accessing the administration and digitalized banks, two aspects – health and pension – that are central to their lives.
The expert points out that this “being left behind” means seeing diminished the exercise of their rights as citizens. “It gives them a feeling of isolation, exclusion, they feel clumsy, they go into loops of frustration –says the specialist–. And in the end, this gap generates more dependency”.
“The digital divide causes a feeling of exclusion and frustration, they feel clumsy and in the end it generates more dependency”
Lucia Velasco. Economist and author of ‘Is an algorithm going to replace you?’
According to Velasco, processes mediated by technology end up generating digital gaps between those who can use them and those who cannot. “Those over 65 years of age fall into the category of those who have it the worst: it does not mean that they reject the digital transition, but rather that it is not designed for them.”
The prototypical person who marks digitalization is an individual who sees and hears perfectly, knows how to navigate intuitively and has a good connection.
Designers develop devices and systems from their perspective and that of the people in charge of testing them. In this way, a large part of the population is left out. “The normative thing is that one is healthy, see perfectlyhave a big screen, good connection and battery in the mobile, and know how to navigate intuitively on the web,” he lists. “Some of these characteristics are no longer met after age 65.”
Elimination of the previous appointment
In recent years, procedures with the administration have become increasingly digital. Although it meets criteria of effectiveness and efficiency, recurring complaints and protests from groups have alerted institutions that this transformation has not taken older people into account.
The Generalitat has decreed the end of the mandatory nature of prior appointments
Months ago, the trustee of Greuges, Esther Giménez-Salinas, demanded that all administrations stop making an appointment as a requirement to access the citizen service and registration offices. Last July, the Generalitat decreed the end of the mandatory nature of prior appointments.
Disappearance of windows and branches
Banking entities are also increasingly betting on digitalization: ATMs and mobile banking have replaced in-person service. Every time there is fewer branchesand the schedules of attention to the public of those that remain are reduced to a few hours daily. “The banks started saying that we didn’t have to go to the counters, but to the ATMs. “And a time has come when branches are only for business,” denounces Lluís Guasch, a 74-year-old retiree who defends the rights of older people in the face of digitalization.
“People who have been loyal customers for years now find themselves helpless”, explains Guasch. “I have seen people in front of an ATM crying, because they did not know how to do operations.” He also denounces the digitalization of public administration. “The digital divide can imply a significant level of dependency: Many self-employed older people need help or depend on children or relatives to be able to do paperwork” .
Loli Hurtado, a 92-year-old resident of L’Hospitalet, accuses the disappearance of the branches in her neighborhood. “When my husband died, there were three banks. Now there are none.” There are only ATMs left, and her family is afraid to take out the money in the street for fear of being robbed. Now it is up to her son to manage her money.
Physical communication and training
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“We are talking about basic needs, like going to the doctor or communicating with the administration about any matter, you force them to do things for which they are not prepared.” Hence, Velasco defends that, although digitizing has many advantages, anyone should be able to communicate physically and personally with the public administration. “There should be attention spaces so that they can be helped with digital procedures,” he adds.
Another way to eliminate this dependency would be to impart training on internet use to whoever needs them. Eugenia Madrid, head of the Older People Unit of the Badalona City Council, defends the need to work on the digital autonomy of the group. “Administrations are becoming more and more pseudo-electronic, and it is very complicated for the elderly. “It’s a mountain for them,” she explains. “We can’t stop it, but we have to give them tools so they don’t get left behind. With help, they can keep up with society.”