Technological and organizational solutions for adapting e-Administration to the elderly

Abstract

The digitisation process of public services has led to an important change in the relationship between citizens and public administrations. The elderly, affected by the digital divide, lack skills in the use or management of TIC, which causes them to find themselves in a situation of vulnerability and digital (and social) exclusion. This work studies the difficulties that elderly face to access and use the E-Administration, proposing solutions. For this, a mixed methodological model (quantitative-qualitative) based on the Delphi technique, and descriptive statistical analysis has been used. The results point to a set of organisational and technological actions aimed at a better adaptation of digitized public services to the needs of older people.