Go on the internet – or lose access to government services, Francis Maude tells pensioners
3:51PM BST 10 Jun 2014
Elderly people will have to have to go on to the internet or risk losing access to key government services, Francis Maude has said
Elderly people will have to have to go on online or risk losing access to key government services, Francis Maude has said
The Cabinet Office minister said in the future most public services would only be available on the internet “because we think that is a better thing for people’s lives”.
Mr Maude said that online ‘refuseniks’ who did not want to use computers would be able to apply for a one-off lesson from to help them get on to the internet.
But he said that in future the Government would only make services available over the internet, in the same way an airline sells tickets.
Ministers are migrating dozens of public services on to the internet, including the carers’ allowance, which is used by 3.2million carers a year, the small claims service, and Lasting Powers of Attorney, which allow families to take control fo a loved one’s financial affairs.
The comments were greeted with dismay by groups representing the estimated five million pensioners in their 80s and 90s who have never been on the internet.
Dot Gibson, general secretary of the National Pensioners’ Convention, said: “The move towards largely digital only services could pose a huge problem for millions of older people.
Over five million of today’s pensioners have never been online, and this is particularly true for those who are at the upper end of the pensioner age group, in their 80s or 90s.
“It’s also a problem for poorer pensioners who may not be able to afford a computer and the other equipment needed. Fundamentally there’s an information gap that the government are creating.
“Just because someone uses the computer now, doesn’t mean they will want to when they are 85. The idea that we all have to be digital citizens or else we end up as second-class citizens is wrong.”
Lisa Harris, Saga’s communications manager, said: “It is somewhat disingenuous to assume that everybody wants to be online. Recent research shows that the vast majority of those that are not online have made a conscious choice not to be.
“To say that all ‘old’ people should be online and all they need is a little mollycoddling is somewhat patronising.
“Government needs ensure that people have proper protection online, such as ensuring banks and financial institutions treat those who make genuine mistakes fairly, but also provide help and advice for those that want it.
“It is essential that people are able to deal with public services in a way that suits them. The digital tide is certainly turning, but Government need to ensure we can all ride the technology wave and not leave some left to drown unaided because they don’t choose to ‘conform’.”
Mr Maude was unveiling figures to an audience of civil servants at the Treasury showing the billions saved by the Government from moving Government services by moving Government services online.
Asked by the Telegraph if all Government services would be online at some stage, he said: “Our point is that everything that can be delivered online, should be delivered online and only online.”
He added: “There are some things that are physical and can’t be online. The key point is that like airlines, airlines do everything that is not physical, is not about actually flying the aeroplanes online, which is better for them and better for the passenger.”
People who were not used to the internet would be given a one off lesson – an “assisted digital option” – to be trained up with using the internet.
This would see charities paid by the Government to sit with older and vulnerable people as they went online to access services.
He said: “It should be provided by an organisation, who don’t want to do this repeatedly, but who will provide this option as a way of helping that citizen to become online and stay online because we think that is a better thing for people’s lives.”
One example were lasting powers of attorney, which families can need if they want to get control over the financial affairs of a parent or a vulnerable sibling.
He said that a new application was launched last month which means that pages of forms no longer have to be completed by family members.
He said: “The assisted digital is being provided by a group of charities who work in this area – so Age UK, the Alzeimers’ society, they are providing the assisted digital service – no one is excluded.
“They are doing it in a way to help get those people online because actually people will have richer lives if they are digitally engaged.”
A Cabinet Office spokesman: “We will always provide assistance for those who need help in accessing government services online.
“The world is changing and when you can bank online at midnight and shop from your bedroom, people rightly expect high-quality digital services from government.”
