(l-r) Yang, Tan and Pawe member Shireen Ho say their organisation is looking for instructors who can tailor lessons for older people. — YAP CHEE HONG/The Star
When it was announced that a MyDigital ID would be required as the sole sign-in method for the MyJPJ app, Malaysians rushed to register.
Reflecting on the situation in October last year, Prof Dr Suhaidi Hassan recalls being among those who faced difficulties signing up for the MyDigital ID through the app.
“It was such a hassle that I couldn’t successfully complete the eKYC process and just gave up on the online registration,” says Prof Suhaidi.
The Transport Minister later announced that the full integration of MyDigital ID into the MyJPJ app was postponed. A few weeks afterward, Prof Suhaidi attended a tech event in KL, where he noticed a MyDigital ID booth.
“There was a team assisting people with the sign-up process. I provided my details, and they helped me obtain a MyDigital ID. After that, I could easily sign into the MyJPJ app using the MyDigital ID. It’s so convenient I don’t even have to remember a password,” he shares.
Prof Suhaidi says it’s unrealistic to expect older users to manage online sign-ups on their own. — PROF DR SUHAIDI HASSAN
As a professor of computing networks at the School of Computing in Universiti Utara Malaysia, he reflects on his own struggles with the MyDigital ID registration and empathises with others, particularly the elderly, who might have faced similar challenges.
Prof Suhaidi says the younger generation easily adapts to technology due to early exposure.
“However, it’s unrealistic to expect older users to handle online sign-ups alone, as they’re likely unfamiliar with the process,” he explains.
This also applies to rural residents, who may be hesitant about digital payments due to limited exposure, he adds.
According to the head of the department for Foundation in Engineering, Science and IT/Multimedia and lecturer at Swinburne University of Technology in Sarawak, Chai Ching Yi, digitalisation measures have the potential to transform the lives of older people, but adapting to tech-driven initiatives remains a significant challenge for older users.
She explains that, for example, essential services such as parking payments at malls and supermarkets in Sarawak now use digital platforms like the Pay&Go system. Similarly, utility bills for services such as Sarawak Energy, Unifi, and local municipal councils are now sent via email.
Chai believes digital literacy programmes should be tailored to different community needs, considering language preferences, literacy levels, and the unique challenges faced by urban and rural areas. — CHAI CHING YI
“While these innovations promote efficiency and convenience, they can be overwhelming for those who lack digital literacy or familiarity with these tools.
“Many older people struggle with remembering passwords, navigating complex instructions and registering for digital services like ewallets,” she says.
Security and privacy concerns are also significant barriers for older people, says Chai, as they are cautious over online fraud and misuse of personal data.
“In my opinion, this hesitation often stems from a lack of understanding of how digital platforms work, making it difficult for them to trust systems that handle sensitive information,” she says.
Minding the gap
Chai believes that when digitalisation measures overlook guidelines or policies to help seniors adapt, they risk losing access to essential services such as government programmes and healthcare and financial tools, which are increasingly moving online.
“If older people are not supported with user-friendly tools or guidance, they may feel frustrated and disengage from digital services, which can make it even harder for them to access important resources, especially when digital platforms become the primary means of assistance,” she says.
She also emphasises the need for clear, targeted policies along with resources and support systems to help older users in the digital era.
At the Persatuan Aktiviti Warga Emas (Pawe), or senior citizens activity centre, in Subang Jaya, Selangor, chairman Yang Chor Leong recalls members seeking his assistance with apps, including for MyJPJ. He adds that members have also been requesting classes to better understand technology.
Yang says they want to learn how to use apps for mobile banking and AI tools, but they are still searching for an instructor who can tailor lessons for older individuals in the organisation.
The centre’s supervisor, Jessica Tan, also grapples with new digital services, such as mandatory efiling for taxes, and wants to learn from the younger generation.
Whenever a new digital measure is introduced, such as MyDigital ID for accessing essential services or mandatory e-filing for taxes, Tan says she struggles to understand the process. — YAP CHEE HONG/The Star
However, not all youths support their parents going digital, fearing they might unknowingly install malicious apps or fall victim to scams.
Yang himself was scammed into transferring money online to a fake travel agency last year.
“We suggested that members pay for classes like yoga or Mandarin lessons with an ewallet. But some insisted on paying with cash because they have younger family members advising them against online payment.
“They said their children don’t allow them to install any payment apps on their phone,” Yang says.
He believes the younger generation should play a stronger role in educating seniors about technology, helping them use it safely rather than making them afraid of it.
Despite challenges, Yang says the centre is encouraging members to go digital through simple measures. For example, members are required to register for activities by scanning a QR code and then filling out a Google form, Yang says, adding that most are able to cope with such tasks.
He adds that the centre has around 540 members.
Yang feels the younger generation should take a stronger role in educating seniors about technology, particularly on security. — YAP CHEE HONG/The Star
Yang also claims to have contacted Subang Jaya assemblywoman Michelle Ng’s office for guidance, suggesting that they provide on-ground assistance and support to seniors for digital services.
He says the Social Welfare Department (JKM), which Pawe falls under, has been encouraging them to go digital.
“All monthly reports that we generate have to be submitted to an online platform, and payments have to also be done electronically. We don’t issue cheques any more,” he adds.
“There were some hiccups learning how to use the software in the beginning, but now I can say we’re quite comfortable with it,” she says, adding that JKM held engagements to provide training and gather user feedback.
Lessons on learning
In 2021, Swinburne University of Technology, in collaboration with the Rolf Schnyder Foundation, launched the Digital Technologies Seniors Program (DTSP) to provide coaching and mentorship by youth to individuals aged 60 and above.
Participants learned to use apps for socialising, staying safe online and managing mobile banking.
“The outcomes have been transformative. Participants reported increased confidence in using technology, reduced isolation, and an enhanced ability to engage with their families and society,” she adds.
Chai believes that digital literacy programmes should be tailored to meet different demands. For example, she says it is crucial to consider the diverse needs of various communities, including differences in language preferences and levels of digital literacy.
“The needs of older users in urban areas such as Kuching and Kuala Lumpur differ significantly from those in rural locations like Dalat and Mukah, each of which faces its own unique challenges,” Chai explains.
She adds that classes should also focus on common technical challenges that older people would face, such as forgetting passwords or devices running out of storage.
Participants still maintain contact through WhatsApp groups, where they receive additional assistance and updates on scam alerts.
Chai says this ongoing support fosters a sense of trust and community.
“This helps in ensuring that older people have the resources and guidance they need to use digital technologies confidently,” she adds.
Prof Suhaidi hopes for more efficient implementation of digitalisation measures. He recalls how easy it was to obtain the MyDigital ID with the help of on-ground staff.
“They should consider setting up more booths in places where older users could easily access them, like at the neighbourhood pasar malam,” he adds.
He believes that more Malaysians are willing to embrace digital measures, as long as there are initiatives in place to help them understand the importance.
“Remember the MySejahtera app? There was an urgent requirement to download and actively use the app during the pandemic because we needed it to check in to places and register for the Covid-19 vaccine at the time. The urgency for more people to adapt to new measures needs to be there,” he says.
The design of the platform, says Chai, is also key to making it user-friendly, featuring larger fonts and improved tutorials that are especially helpful for the elderly.
“Establishing a free hotline offering real-time support can address challenges like password resets and scam concerns,” she adds.
Chai reiterated the value of training, saying, “Training led by trusted local mentors fosters a supportive environment, making learning more effective. By simplifying tools, providing immediate assistance, and tailoring training to their needs, we can bridge the digital divide and empower older adults to embrace technology,” she says.
Through DTSP, Chai has been inspired by the resilience of older people to adapt in the digital- driven world.
“One participant in our WhatsApp session told me with such joy, ‘Finally, I know how to make video calls to my grandchildren overseas’. It was a simple yet profoundly meaningful moment that underscored the importance of this work,” she says.
