Without a helper: how Latvia's seniors cope with digital services

Digitalisation was meant to simplify everyday life for residents — shorter queues, less paperwork, and the ability to handle official matters without leaving home. For many seniors, though, that promise remains unfulfilled, as using the internet and smart devices proves difficult.

Brigita, 80, from Riga, avoids the internet entirely. Her daughter withdraws her pension and pays her bills, and in shops she prefers staffed checkouts over self-service ones. She uses only a basic button phone for calls and texts.

Another senior, Ilze Galeja from Olaine municipality, completed a computer skills course and independently uses online banking and WhatsApp, but often needs family help for more complex tasks, such as searching for information or accessing digital test results. Digital healthcare services are especially challenging for her, since without access codes and digital identification tools the information stays out of reach.

Systemic issues

Many state and private e-services require authentication via Smart-ID, an e-signature, an e-ID card or online banking — all of which require prior training and access to devices. Without these, people must ask relatives for help, visit a library or client service centre, or arrange for someone else to act on their behalf through a paid power of attorney.

Support available

Arita Vīziņa of the Ministry of Smart Administration and Regional Development (VARAM) says a recently concluded state programme trained more than 16,500 people in digital skills free of charge, a third of them over 65. Help is also available at 315 state and municipal client service centres, as well as libraries — with digital innovation centres for advanced skills operating in cities including Kuldīga, Cēsis, Liepāja and Ventspils.