Older people failing to take the e-government tablet

More needs to be done to encourage older people to use e-government services, according to the latest report from the National Audit Office (NAO).

The report, released to Parliament today by the head of the NAO Sir John Bourn, says that some progress has been made - but adds that older people need to be targeted more effectively if an age-related ‘digital divide’ is to be avoided.

Ninety-four per cent of 16 to 24-year-olds have used the internet, compared with only 17 per cent of those over 65, according to the NAO. Barriers to increased use by the over 65s include the physiological effects of ageing, lack of confidence or familiarity with new technologies, cost, location and a belief that e-services are of no relevance to them, the report says.

It goes on to criticise many government websites for failing to incorporate design features that would make life easier for older people - an examination of 65 sites likely to be of interest to that demographic group revealed that none comply 100 per cent with best practice criteria.

The report also warns that interactive TV - currently seen by the government as an additional way of delivering services to older people - should be approached with caution. It advises that no further major services should be developed on this platform until existing pilots demonstrate a clear business case for the medium.

Sir John said in a statement: "Older people are major users of public services but, as a section of society, are far less likely to access those services electronically. However, these e-services are potentially a great boon to older people, many of whom have mobility problems, have difficulty in gaining access to sources of information, live alone or want to remain independent and involved."

He added: "If government is to take full advantage of the potential of technology, it must make sure its e-services are accessible to all and work to avoid a ‘digital divide’. More older people would be willing to use new technologies if they saw the benefit to them of doing so. The Office of the e-Envoy, departments and agencies have a key role to play in publicising the benefits of e-services and providing older people with the encouragement and facilities to use them."

A spokeswoman for the Office of the e-Envoy welcomed the report and said: "The government has developed a variety of initiatives to increase use of e-services by groups such as older people. A network of over 6,000 UK online centres offering access and training in IT was successfully delivered by the end of 2002. The Office of the e-Envoy has worked with Age Concern and Abbey National, to advertise and promote activities aimed specifically at older people."