Bridging the Digital Divide: A Human-First Approach to Inclusion

Exclusion by Default: The Systemic Failure of Digital Design

The rapid shift to a digital-first society is not a seamless transition for everyone. While companies and governments champion the efficiency of online services, a troubling form of institutionalised elder abuse is emerging. This is not a sensational claim but a critical observation from Ian Henschke, the former Chief Advocate for National Seniors Australia. The digital divide is no longer a simple matter of access; it’s a systemic issue of exclusion rooted in policy failures, inaccessible design, and a dismissive cultural attitude.

The Impact of Inaccessible Interfaces

For many older Australians, navigating modern digital platforms is a frustrating and overwhelming experience. Government platforms like MyGov and MyAgedCare, despite their good intentions, are often described as having “moat-like” interfaces that are non-intuitive and difficult to use. Frequent website redesigns and a constant stream of updates create navigation chaos, leaving users feeling lost and frustrated.

A parliamentary submission from National Seniors Australia highlights that many older people are simply “confused by the technology.” While government bodies are now mandating new websites to meet higher accessibility standards, this move is an implicit acknowledgment of past failures and underscores the need for a sustained, user-centric approach to digital design from the outset. Accessibility shouldn’t be an afterthought; it should be a core principle.

The Cost of Alternative Payment and Service Exclusion

The move towards a cashless society is a perfect example of how convenience for some can lead to exclusion for others. Banks and telcos are increasingly eliminating non-digital payment options, forcing many older adults into systems they are not equipped to navigate. The issue is compounded by a wave of bank branch closures in regional and remote areas. Between 2017 and 2021, over 575 bank branches were shut down, disproportionately affecting older citizens and people with disabilities.

In a submission to a parliamentary inquiry, the Country Women’s Association (CWA) of NSW quoted Ian Henschke, who powerfully likened these closures to a “form of institutionalised elder abuse” because they neglect the needs of the more than 2.5 million Australians who still lack internet access. This trend is creating a financial and social moat, isolating a significant portion of the population from essential services and human interaction.

“Governments in particular as well as private companies can make a lot more profit and have a lot more efficiency if we do everything online,” Ian Henschke told CHOICE magazine. “But one of the things that we should always remember is that one of the definitions of elder abuse is neglecting somebody’s needs.”

Addressing Ageism in Tech Culture

Beyond the technical barriers lies a cultural problem: ageism. The now-infamous “OK Boomer” mentality reflects a societal dismissal of older adults’ struggles with technology. This attitude reinforces disengagement and contributes to a feeling of being left behind. One report found that some seniors feel that “nothing” would motivate them to go online due to past frustrations and a belief that technology is simply “not for them.”

However, research also offers an important counterpoint, showing that a significant number of older Australians are willing to embrace technology if they are offered the right support. This indicates that the problem is not a lack of interest, but rather a lack of accessible and patient guidance. The solution is not to force people online but to provide them with the tools and human support necessary to gain confidence on their own terms.

The Flawed “Cohort Problem” Assumption

For too long, policymakers have assumed that digital exclusion is a temporary “cohort problem” that will solve itself as a digitally native generation ages. This assumption is a dangerous demographic blind spot. The Australian Digital Inclusion Index (ADII) data challenges this view, revealing that the gap in “Digital Ability” between younger and older Australians is actually widening. For people over the age of 75, their digital ability score is a staggering 41.6 points below the national average. The ADII report explicitly states that this is not a problem that will fix itself, but a persistent and growing issue that requires a long-term, proactive strategy, not a passive wait-and-see approach.

Toward a Human-First Digital Future

The experiences of older Australians—from inaccessible government websites and vanishing bank branches to the dismissive “OK Boomer” attitude—paint a clear picture of a society failing its most vulnerable citizens. Ian Henschke’s critique of “institutionalised elder abuse” is not an overstatement; it is a critical lens through which we must view the consequences of a digital-first agenda without a human-first strategy. Addressing this divide requires more than new websites or piecemeal programs. It demands a fundamental shift in how we design, legislate, and think about technology.