Introduction

Digital technologies are becoming increasingly pervasive and integrated within society. Primarily through the medium of the internet, an ever-expanding range of information, goods, services, entertainment/leisure, educational and social networking opportunities are available. For those who choose and are able to access them, it has long been recognised that such opportunities can deliver a range of social and economic benefits and contribute to improved quality of life (Bradshaw, 2011). For providers, the internet is increasingly regarded as the most cost-effective way to market and deliver services to customers. In the context of global financial pressures, this applies to government as well as commercial service providers. For example, in the UK, the government's digital transformation policy has for some years included a ‘digital by default’ strategy for the delivery of benefits such as Universal Credit (Cabinet Office, 2012). There are far-reaching consequences of this accelerating progression towards online delivery of products and services. Although it offers significant potential for considerable cost savings in the public and the private sector and is delivering growth in profits and opportunities for businesses, for those people who face barriers to the internet, the consequences tend to be negative. The multiple barriers are proving difficult for many older people to overcome successfully. Thus much of this large and growing population is being significantly disadvantaged by the growing dominance of online delivery over traditional forms.

Demographic factors relevant to the ability to make use of digital technologies, including age, education and income, are trends that apply worldwide; the UK divisions are comparable to those of similarly developed nations. Older people represent a growing proportion of the world's population. By 2050, it is projected that a fifth (21%) of the worldwide population) will be over 60 (UN, 2006). The divide between those who are digitally connected and those who are not ‘is real and pervasive’ (Pew Research Centre, 2016, p 11). In 2016, 53.9% of the global population was not connected to the internet (Internet Live Stats, 2016), and in the UK 10.2% (5.3 million adults) had never used the internet (ONS, 2016).

The demographic change over recent decades and the number of people who are still not connected to the internet presents significant challenges for governments and society.