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Access to information and services in a digital age: Summary of responses from local authorities and health boards

in Resources, Research & Reports

Access to information and services in a digital age: Summary of responses from local authorities and health boards

The increasing use of digital technology means that the ways in which we access services and information, and the ways we communicate, have changed significantly in recent years.

The Covid-19 pandemic saw public bodies throughout Wales utilise the internet to deliver their services and provide information digitally, however, the pandemic also highlighted a stark digital divide in Wales and many older people struggled to access information and services.

In response to this significant shift in the ways services were being delivered, the Commissioner issued Guidance to local authorities and health boards in November 2021 – ‘Ensuring access to information and services in a digital age’ – which set out the kinds of action they should be taking so that people who can’t (or don’t wish to) get online have ways to access the information and services they need via non-digital means, and to support older people to get online.

The Guidance was developed in partnership with older people and key stakeholders and has been issued under Section 12 of the Commissioner for Older People (Wales) Act 2006, which means that local authorities and health boards must have regard for the guidance in discharging their functions.

Within the Guidance, the Commissioner identified that the right to access information is a key element of the broader right to freedom of expression and is protected across several human rights instruments, including the UN International Covenant on Civil and Political Rights, the European Convention on Human Rights, and the Human Rights Act 1998.

The Guidance clarifies that any move to digital services must be accompanied by measures to ensure that the human rights of older people are protected and that they are enabled to access information and get to the services they need by offline channels, or should they choose, are supported to gain the skills and confidence to be able to connect online. Examples of good practice already underway in some parts of Wales to both ensure non-digital access to information and services as well as initiatives to support older people to get online safely were also included in the Guidance.

A proforma was issued with the Guidance which local authorities and health boards were asked to complete and return. The first section sought to capture examples of the measures currently in place to provide access to information by non-digital means as well as any plans to facilitate or enhance access in the future, while the second sought to capture examples of the measures currently in place to enable and support older people to get online as well as any plans to further support older people to gain the skills and confidence to operate online in the future.

The summary report below provides an overview of the types of measures adopted by local authorities and health boards.

Read the Commissioner's Summary Report

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