Maria Stylianou-Lottides, the Commissioner for Administration and Protection of Human Rights, issued a cautionary statement on Friday, warning that Cyprus is at risk of fostering a “digital divide”. This divide could potentially leave groups such as the elderly and disabled, who are less familiar with technology, at a disadvantage in the push for e-government services.
The Commissioner’s warning was prompted by a report that her office received. The report detailed a complaint against the deputy ministry of digital innovation and the social insurance department. A citizen had expressed the challenges she faced while attempting to apply for sickness benefit via the Ariadne portal online.
Public Services Must Be Universally Accessible
Stylianou-Lottides acknowledged the numerous advantages that the digitisation of administrative services can provide for both the government and its citizens. However, she stressed the importance of ensuring that these online public services are universally accessible. She stated, “since technological barriers are capable of leading to poverty, social exclusion, limited autonomy and loss of economic or other opportunities”.
She urged government agencies to remain alert to prevent disparities in access to and use of technology, a phenomenon often referred to as the “digital divide”.
“By definition, digital development should leave no one behind and should integrate all citizens in the digital society, regardless of their income, social status, geographic location, health or age and take into account, in particular, the fact that often the people who face the most precarious situations are in all probability those who depend even more on administrative procedures to access their rights,” Lottides explained.
Cyprus Digital Divide: Freedom of Choice
She further added that it’s crucial not to ignore the individual’s freedom of choice in how they interact with the administration. Additionally, we should consider the time each person requires to adjust to the changes brought about by digitization. She noted, “as well as the fact that there are persons who will never be able to become digitally literate”.
Lottides highlighted that the elderly, in particular, are not tech-savvy. She also mentioned that their physical abilities are likely to decline over time due to factors such as diminishing eyesight, arthritis, and other mobility issues. These factors, coupled with the inability to keep up with rapidly evolving technology and complex information and instructions, make it difficult for them to use apps and devices.
She proposed, “An integrated strategy should be promoted, which will include a series of targeted actions and measures, with special emphasis on the needs of vulnerable groups of the population.”
eGovernment Services Simplified
The Commissioner suggested that digital government systems and procedures should be simplified as much as possible to make them more user-friendly, understandable, and easy to use. She also recommended the implementation of training programmes to teach basic digital skills, enabling everyone to participate in society without hindrance.
Lottides also suggested the establishment of a back-up or alternative system for face-to-face interactions with the public when necessary and by appointment. She recommended setting up a free helpline for online government services, staffed with “qualified personnel who respond immediately and efficiently” to assist the public with online processes.
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