2026-04-23
As Lithuania rapidly digitalises public services, some older people are being left behind. The National Audit Office’s audit “Promoting Active Ageing” shows that older people are not always able to access the services they need because they are provided only digitally. Due to limited digital skills and a fear of making mistakes, they face real difficulties in managing their daily affairs, and their digital divide is widening.
“Digitalisation must not become a barrier to accessing public services – a minimum standard for service accessibility must be established. Some older people do not use these services not because they do not want to, but because they lack the skills, information or simply the confidence. It is therefore essential to ensure alternatives: the option to access services by telephone, in person or with the help of advisers, so that they are accessible to everyone,” says Auditor General Irena Segalovičienė.
The greatest digital divide – in the oldest municipalities
Research shows that the digital divide among older residents (aged 65–74) in Lithuania remains significant. According to Eurostat data from 2025, 65.2% of Lithuanian residents in this age group use the internet, while the European Union average stands at 79%, and in some countries as high as 99%.
According to a survey conducted during the audit, in recent years around 50% of older people used services provided via digital channels independently, 24% needed assistance, and 26% did not use them at all. Most older people are unable to independently book a doctor’s appointment online (59.3%), submit documents or complete applications (53%), pay bills or transfer money (41.1%).
The greatest digital divide was found in the counties with the highest proportion of elderly residents – Alytus, Utena, Klaipėda and Panevėžys. In these areas, there is also lower participation in digital literacy training.
The National Audit Office recommended to the Ministry of Social Security and Labour and the Ministry undertook to introduce legislative amendments to establish a minimum standard for service accessibility with alternatives (by telephone or in person) and to take decisions that would ensure that the experience of older users is assessed before new services are introduced.
Technical capabilities alone do not solve the problem
The audit revealed that measures to improve the accessibility of digital services are currently focused on training – increasing digital literacy. The state is implementing two digital skills improvement projects covering all municipalities: “Connected Lithuania: Improving Digital Skills” and “No One Is Left Behind”, aimed at vulnerable groups, including older people.
Although infrastructure designed to strengthen digital skills is available in all municipalities, the number of unique public access users is not increasing. More than 6,000 computerised workstations have been installed in over a thousand public libraries, yet only around 9.4% of older people use them, and only 5.5% of older people have participated in digital literacy training over the past year.
This shows that technical measures alone do not ensure greater engagement among older people; it is necessary to strengthen motivation, provide individual support and improve the quality of services. Public spaces (particularly libraries) are becoming not only technological hubs but also social and learning spaces where older people can receive help and support; however, this potential has not yet been fully realised.
The audit data also reveal disparities in the use of public access computers across counties; for example, in Klaipėda and Marijampolė counties, a fairly optimal ratio of computers to users has been achieved, but in most other counties the available equipment is not being fully utilised due to lower user activity. Conversely, in Kaunas County in 2022–2023, demand for computers exceeded supply, which may indicate greater digital activity among the population or an insufficient number of technological resources.
Following a recommendation from the National Audit Office, the Ministry of Social Security and Labour will seek to promote a shift from mass training to a model based on individual consultations.
Measures to reduce the digital divide – without data-based analysis
The audit revealed that no comprehensive analysis of the accessibility of digital services has been carried out in Lithuania. For example, it has not been identified which services are the most difficult for older people to use, and it is unclear whether opportunities to access services via alternative – non-digital – means have been provided in all cases.
Furthermore, it is unclear what results digital literacy training yields and how older people’s ability to access services changes as a result. Without measuring actual progress and focusing solely on the number of training hours completed, there is a risk that decisions to reduce the digital divide may be made in a fragmented way, without taking into account the real needs of the population. Auditor General Irena Segalovičienė emphasises that the state must stop acting “blindly” and begin collecting accurate data and making data-based decisions.
The National Audit Office recommended analysing the accessibility of digital services and the experiences of older people, as well as carrying out systematic monitoring of older people’s digital skills and assessing individual needs.
The National Audit Office emphasises that only by combining digital solutions with realistically available alternatives can we ensure that public services are accessible to all residents.