Digital Economy Too Complicated for Citizens
Organisations that provide public services (transport, doctors, etc) and utility services (water, electricity, heating, etc) move to be paperless and use digital tools for serving clients instead. But not everyone has skills or devices to access digital services, like older people, people with health differences and no family members to support them on the digital transformation, and so on.
So what is the real problem?
Digital services feel like a maze without a map.. How would a person know that specific organisation with a specific website serves a need X?
And then each website feels like a maze without a map too.
Often we don't know the keywords to enter in searchbox, and we can't figure how to use that website.
And in situations where a person doesn't have a mobile device or wifi, how to enable paper service instead of digital one?
So how to ensure that public and utility services are still accessible even for those who dont have devices, Internet or digital skills?
This is a wiki post, feel free to edit a problem statement to make it more to the point. :)