Age UK has warned that local authorities need to do more to improve access to public services for people who are not online.
It has published a report on the issue, with a particular focus on applying for a Blue Badge, saying that most councils now urge people to use digital channels and some do not offer offline services at all.
The national body carried out a survey of local Age UK and Age Cymru organisations on the issue. Responses from 61 of them revealed: in most areas there is now strong encouragement to access council services digitally; most authorities have alternatives ways of applying for a Blue Badge but these are often not promoted; only 13 said it was easy for local people who are offline to find out how to go through the process; and many councils direct people who are not online to seek help from organisations such as Age UK.
In addition, around two-thirds of the respondents reported that older people are having difficulties accessing other council services if they cannot do so online; and over half had contacted a council about the lack of options.
Caroline Abrahams, charity director at Age UK, said: “The digitisation of local services is accelerating but it’s important for councils to remember that not everyone is online. In fact, millions of older people are not computer users at all and are at serious risk of being excluded from services and support to which they are just as entitled as everyone else, unless really good offline alternatives are made available and properly publicised to them.”
Ensure accessibility
She said the survey revealed some examples of good practice, and acknowledged that going digital saves money for councils, but that they need to ensure their services are fully accessible to everyone.
“We hope that our findings will encourage councils across England and Wales to review their systems and work with local organisations to ensure they are open to all, because at present in some places older people who don’t use computers are undoubtedly losing out,” she said.
Abrahams added that the Local Government Association (LGA) has agreed to work with the charity on raising awareness of the issue among its members.
LGA chair Cllr James Jamieson said: “Councils have taken steps to ensure those who are digitally excluded can access services such as applying for a Blue Badge. This includes assistance offered by staff with the application process in council facilities, including libraries, community centres and council offices.
“Councils are in a key position to tackle digital exclusion in their communities but have received little strategic guidance from the Government.
“That is why it is important that the Government publishes a new framework with national-level guidance, resources and tools that support local digital inclusion initiatives.”
