Every digital service should have a human alternative

DIGITALISATION has brought undeniable benefits to businesses, government and the public.

However, it has also created unintended difficulties for many elderly citizens who grew up in an era where banking, paying utility bills, making medical appointments and dealing with government agencies were done face-to-face.

Today, many of these services require a smartphone, Internet access and familiarity with mobile applications. For some elderly citizens, these are significant barriers rather than conveniences.

The assumption that everyone can quickly adapt to digital technology is unrealistic. While many elderly persons have embraced smartphones and online services, others face challenges due to declining eyesight, reduced dexterity, limited digital literacy or financial constraints.

They deserve understanding, not criticism.

Several developed countries with ageing populations have recognised this challenge. Japan, Australia, the United Kingdom and Canada continue to provide physical service counters, telephone assistance and paper-based alternatives alongside digital platforms.

Their objective is not to slow down digital transformation but to ensure that no citizen is excluded from essential public services.

Malaysia could adopt a similar approach by embracing the principle of “digital by default, but never digital only”. Every digital service, especially those involving healthcare, welfare, banking, public transport and government transactions, should have a human alternative.

A staffed service counter or telephone helpline should always remain available for those who need assistance.

At the same time, community organisations, local councils and government agencies should expand digital literacy programmes for senior citizens. Many elderly Malaysians are willing to learn if patient guidance is available.

One day, today’s digitally savvy generation will also grow old. Technology will continue to evolve, and future innovations may leave them struggling just as many elderly individuals are today.

As Malaysia’s population continues to age, ensuring that the elderly can access essential services without unnecessary barriers should become an important consideration in future policies affecting older persons.

WONG SOO KAN

Petaling Jaya