Lithuania must guarantee non-digital alternatives for public services, state auditor says

Lithuania’s public institutions should be legally required to provide non-digital alternatives for all services to prevent exclusion of older residents, State Comptroller Irena Segalovičienė told national broadcaster LRT on Monday.

Segalovičienė said the Ministry of Social Security and Labour must conduct an analysis with other ministries and enshrine this requirement in law by mid-2028. “We expect the legal framework to be not only adopted but fully functional by then,” she said.

Her comments follow a State Audit Office report revealing that digitalisation of public services has left many elderly citizens unable to access essential services. A recent survey found only 50% of older adults could independently use digital services, while 24% required assistance and 26% did not use them at all.

Key challenges include 59.3% of seniors being unable to register for doctor’s appointments online, 53% struggling to submit documents or applications, and 41.1% facing difficulties paying bills or transferring money.

Segalovičienė emphasised the need for a “user experience test” to ensure services are simple, accessible, and tailored to older users. “Public services must be evaluated through the lens of elderly citizens—whether they are convenient, attractive, and easy to use,” she said.

The audit also highlighted a growing digital divide in regions with ageing populations, such as Alytus, Utena, Klaipėda, and Panevėžys, where fewer residents participate in digital literacy programmes. Segalovičienė called for a shift from mass training to individualised support, noting that current programmes often prioritise participation metrics over real needs.

With Lithuania’s over-60 population exceeding 800,000, Segalovičienė warned that demographic ageing makes inclusive digital policies increasingly urgent.