{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,10,16]],"date-time":"2026-10-16T09:48:52Z","timestamp":1792144132643,"version":"4.4.0"},"reference-count":64,"publisher":"JMIR Publications Inc.","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JMIR Aging"],"abstract":"\n Background<\/jats:title>\n The COVID-19 pandemic has accelerated the shift toward the digital provision of many public services, including health and social care, public administration, and financial and leisure services. COVID-19 services including test appointments, results, vaccination appointments and more were primarily delivered through digital channels to the public. Many social, cultural, and economic activities (appointments, ticket bookings, tax and utility payments, shopping, etc) have transitioned to web-based platforms. To use web-based public services, individuals must be digitally included. This is influenced by 3 main factors: access (whether individuals have access to the internet), ability (having the requisite skills and confidence to participate over the web), and affordability (ability to pay for infrastructure [equipment] and data packages). Many older adults, especially those aged >75 years, are still digitally excluded.<\/jats:p>\n <\/jats:sec>\n \n Objective<\/jats:title>\n This study aims to explore the views of adults aged >75 years on accessing public services digitally.<\/jats:p>\n <\/jats:sec>\n \n Methods<\/jats:title>\n We conducted semistructured qualitative interviews with a variety of adults aged \u226575 years residing in Greater Manchester, United Kingdom. We also interviewed community support workers. Thematic analysis was used to identify the key themes from the data.<\/jats:p>\n <\/jats:sec>\n \n Results<\/jats:title>\n Overall, 24 older adults (mean age 81, SD 4.54 y; 14\/24, 58% female; 23\/24, 96% White British; and 18\/24, 75% digitally engaged to some extent) and 2 support workers participated. A total of five themes were identified as key in understanding issues around motivation, engagement, and participation: (1) \u201cinitial motivation to participate digitally\u201d\u2014for example, maintaining social connections and gaining skills to be able to connect with family and friends; (2) \u201cnarrow use and restricted activity on the web\u201d\u2014undertaking limited tasks on the web and in a modified manner, for example, limited use of web-based public services and selected use of specific services, such as checking but never transferring funds during web-based banking; (3) \u201cimpact of digital participation on well-being\u201d\u2014choosing to go to the shops or general practitioner\u2019s surgery to get out of the house and get some exercise; (4) \u201cthe last generation?\u201d\u2014respondents feeling that there were generational barriers to adapting to new technology and change; and (5) \u201cmaking digital accessible\u201d\u2014understanding the support needed to keep those engaged on the web.<\/jats:p>\n <\/jats:sec>\n \n Conclusions<\/jats:title>\n As we transition toward greater digitalization of public services, it is crucial to incorporate the perspectives of older people. Failing to do so risks excluding them from accessing services they greatly rely on and need.<\/jats:p>\n <\/jats:sec>","DOI":"10.2196\/46522","type":"journal-article","created":{"date-parts":[[2023,12,5]],"date-time":"2023-12-05T08:57:18Z","timestamp":1701766638000},"page":"e46522","source":"Crossref","is-referenced-by-count":44,"title":["Barriers to and Facilitators of Older People\u2019s Engagement With Web-Based Services: Qualitative Study of Adults Aged >75 Years"],"prefix":"10.2196","volume":"7","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-1714-2470","authenticated-orcid":false,"given":"Annemarie","family":"Money","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-8849-744X","authenticated-orcid":false,"given":"Alex","family":"Hall","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-3330-7346","authenticated-orcid":false,"given":"Danielle","family":"Harris","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-9568-3195","authenticated-orcid":false,"given":"Charlotte","family":"Eost-Telling","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-9039-504X","authenticated-orcid":false,"given":"Jane","family":"McDermott","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-6645-4505","authenticated-orcid":false,"given":"Chris","family":"Todd","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"1010","published-online":{"date-parts":[[2024,2,28]]},"reference":[{"key":"ref1","unstructured":"Global strategy on digital health 2020-2025World Health Organization20212024-02-09https:\/\/www.who.int\/docs\/default-source\/documents\/gs4dhdaa2a9f352b0445bafbc79ca799dce4d.pdf"},{"key":"ref2","unstructured":"ContrerasRRCovid-19 and digitalisationEurofound2024-02-16https:\/\/www.eurofound.europa.eu\/en\/covid-19-and-digitalisation"},{"key":"ref3","unstructured":"OECD Digital Economy Outlook 2020Organisation for Economic Cooperation and Development202011272023-02-01https:\/\/www.oecd-ilibrary.org\/science-and-technology\/oecd-digital-economy-outlook-2020_bb167041-en"},{"key":"ref4","unstructured":"NHS long term planNational Health Service20192024-02-16https:\/\/www.longtermplan.nhs.uk\/publication\/nhs-long-term-plan\/"},{"key":"ref5","unstructured":"Build Back Better: our plan for growth (HTML)United Kingdom Government2021332024-02-16https:\/\/www.gov.uk\/government\/publications\/build-back-better-our-plan-for-growth\/build-back-better-our-plan-for-growth-html"},{"key":"ref6","unstructured":"Transforming public services, using technology and digital tools and approachesLocal Government Association20146302024-02-16https:\/\/www.local.gov.uk\/publications\/transforming-public-services-using-technology-and-digital-tools-and-approaches"},{"key":"ref7","unstructured":"AbeyJBridging the divide: tackling digital inequality in a post-pandemic worldThe Fabian Society202232024-02-16https:\/\/fabians.org.uk\/wp-content\/uploads\/2022\/04\/Bridging-the-Divide-web-file-Fabian-Society.pdf"},{"key":"ref8","doi-asserted-by":"publisher","DOI":"10.12688\/f1000research.27076.2"},{"key":"ref9","unstructured":"COVID-19 and the digital divideCentre for Ageing Better202172024-02-16https:\/\/ageing-better.org.uk\/sites\/default\/files\/2021-07\/COVID-19-and-the-digital-divide.pdf"},{"key":"ref10","doi-asserted-by":"publisher","DOI":"10.2196\/34793"},{"key":"ref11","doi-asserted-by":"publisher","DOI":"10.1016\/j.techfore.2021.121359"},{"key":"ref12","doi-asserted-by":"publisher","DOI":"10.1016\/j.poetic.2006.05.004"},{"key":"ref13","unstructured":"Digital inclusion and older people \u2013 how have things changed in a Covid-19 world?Age UK202132024-02-16https:\/\/www.ageuk.org.uk\/globalassets\/age-uk\/documents\/reports-and-publications\/reports-and-briefings\/active-communities\/digital-inclusion-in-the-pandemic-final-march-2021.pdf"},{"key":"ref14","unstructured":"Building a digital nationGood Things Foundation2024-02-16https:\/\/www.goodthingsfoundation.org\/insights\/building-a-digital-nation\/"},{"key":"ref15","doi-asserted-by":"publisher","DOI":"10.1016\/j.jth.2021.101311"},{"key":"ref16","doi-asserted-by":"publisher","DOI":"10.1016\/j.jaging.2021.100973"},{"key":"ref17","doi-asserted-by":"publisher","DOI":"10.1038\/s41598-023-30882-8"},{"key":"ref18","unstructured":"Digital exclusion: a review of Ofcom\u2019s research on digital exclusion among adults in the UKOfcom20223302024-02-16https:\/\/www.ofcom.org.uk\/__data\/assets\/pdf_file\/0022\/234364\/digital-exclusion-review-2022.pdf"},{"key":"ref19","unstructured":"UK digital poverty evidence review 2022Digital Poverty Alliance2024-02-16https:\/\/digitalpovertyalliance.org\/uk-digital-poverty-evidence-review-2022\/introduction-myths-and-shifts\/"},{"key":"ref20","unstructured":"HourstonPCost of living crisisInstitute for Government2022272024-02-16https:\/\/www.instituteforgovernment.org.uk\/explainer\/cost-living-crisis"},{"key":"ref21","doi-asserted-by":"publisher","DOI":"10.1038\/s41746-021-00413-8"},{"key":"ref22","doi-asserted-by":"publisher","DOI":"10.1016\/j.eclinm.2022.101708"},{"key":"ref23","doi-asserted-by":"publisher","DOI":"10.1093\/geronb\/gbaa098"},{"key":"ref24","unstructured":"Internet users, UK: 2020Office for National Statistics2021462024-02-16https:\/\/www.ons.gov.uk\/businessindustryandtrade\/itandinternetindustry\/bulletins\/internetusers\/2020"},{"key":"ref25","doi-asserted-by":"publisher","DOI":"10.2196\/21726"},{"key":"ref26","doi-asserted-by":"publisher","DOI":"10.2196\/37127"},{"key":"ref27","doi-asserted-by":"publisher","DOI":"10.2196\/49150"},{"key":"ref28","doi-asserted-by":"publisher","DOI":"10.2196\/17616"},{"key":"ref29","doi-asserted-by":"publisher","DOI":"10.2196\/40192"},{"key":"ref30","unstructured":"ICT usage in households and by individuals (isoc_i)Eurostat2024-02-16https:\/\/ec.europa.eu\/eurostat\/cache\/metadata\/en\/isoc_i_esms.htm"},{"key":"ref31","unstructured":"New Digital Inclusion Taskforce launched to tackle digital divide across Greater ManchesterGreater Manchester Combined Authority2024-02-16https:\/\/www.greatermanchester-ca.gov.uk\/news\/new-digital-inclusion-taskforce-launched-to-tackle-digital-divide-across-greater-manchester\/"},{"key":"ref32","unstructured":"SherringtonA2 years of COVID-19 on GOV.UKUnited Kingdom Government20227252024-02-16https:\/\/gds.blog.gov.uk\/2022\/07\/25\/2-years-of-covid-19-on-gov-uk\/"},{"key":"ref33","unstructured":"HallAMoneyAEost-TellingCMcDermottJOlder people's access to digitalised services - a rapid literature reviewNational Institute for Health and Care Research20222024-02-09https:\/\/arc-gm.nihr.ac.uk\/media\/Resources\/ARC\/Healthy%20Ageing\/Digital%20Inclusion\/phase%201%20DI%20Briefing%20Note%2006%20Jan%202022.pdf"},{"key":"ref34","unstructured":"NVivoLumivero2024-02-16https:\/\/www.qsrinternational.com\/nvivo-qualitative-data-analysis-software\/home?_ga=2.184390499.41523644.1673345793-257720117.1673345793"},{"key":"ref35","author":"Boyatzis, RE","year":"1998","journal-title":"Transforming Qualitative Information: Thematic Analysis and Code Development"},{"key":"ref36","doi-asserted-by":"publisher","DOI":"10.1136\/bmj.320.7227.114"},{"key":"ref37","doi-asserted-by":"publisher","DOI":"10.2307\/249008"},{"key":"ref38","doi-asserted-by":"publisher","DOI":"10.2307\/30036540"},{"key":"ref39","unstructured":"I am connected: new approaches to supporting people in later life onlineGood Things Foundation2024-02-16https:\/\/www.goodthingsfoundation.org\/insights\/i-am-connected\/"},{"key":"ref40","unstructured":"Essential digital skills UK 2021Ipsos20211082024-02-16https:\/\/www.ipsos.com\/en-uk\/essential-digital-skills-uk-2021"},{"key":"ref41","doi-asserted-by":"publisher","DOI":"10.2196\/44564"},{"key":"ref42","doi-asserted-by":"publisher","DOI":"10.2196\/46002"},{"key":"ref43","doi-asserted-by":"publisher","DOI":"10.1186\/s12889-021-11623-w"},{"key":"ref44","doi-asserted-by":"publisher","DOI":"10.1016\/j.techfore.2023.122319"},{"key":"ref45","unstructured":"ParsonsLStudy reveals lack of diagnostic accuracy in online consultationsPharmaTimes20211122024-02-16https:\/\/www.pharmatimes.com\/news\/study_reveals_lack_of_diagnostic_accuracy_in_online_consultations_1382885"},{"key":"ref46","unstructured":"KendrickKAs telemedicine replaces the physical exam, what are doctors missing?National Public Radio20208312024-02-16https:\/\/www.npr.org\/sections\/health-shots\/2020\/08\/31\/907187908\/as-telemedicine-replaces-the-physical-exam-what-are-doctors-missing"},{"key":"ref47","unstructured":"Physical activity guidelines: UK Chief Medical Officers' reportDepartment of Health and Social Care United Kingdom Government2019972024-02-16https:\/\/www.gov.uk\/government\/publications\/physical-activity-guidelines-uk-chief-medical-officers-report"},{"key":"ref48","doi-asserted-by":"publisher","DOI":"10.22540\/jfsf-03-074"},{"key":"ref49","doi-asserted-by":"publisher","DOI":"10.1186\/s12889-022-14156-y"},{"key":"ref50","doi-asserted-by":"publisher","DOI":"10.1016\/j.ssaho.2023.100511"},{"key":"ref51","doi-asserted-by":"publisher","DOI":"10.1017\/s0144686x18000326"},{"key":"ref52","unstructured":"Global report on ageismWorld Health Organization20213182024-02-16https:\/\/www.who.int\/publications\/i\/item\/9789240016866"},{"key":"ref53","doi-asserted-by":"publisher","DOI":"10.1016\/j.techsoc.2020.101287"},{"key":"ref54","unstructured":"Ageism in artificial intelligence for healthWorld Health Organisation2022292024-02-16https:\/\/www.who.int\/publications\/i\/item\/9789240040793"},{"key":"ref55","doi-asserted-by":"publisher","DOI":"10.2196\/32957"},{"key":"ref56","unstructured":"Doing digital in later life: a practical guideGood Things Foundation2024-02-16https:\/\/www.goodthingsfoundation.org\/insights\/doing-digital-in-later-life-a-practical-guide\/"},{"key":"ref57","doi-asserted-by":"publisher","DOI":"10.1177\/2378023119887866"},{"key":"ref58","doi-asserted-by":"publisher","DOI":"10.1177\/00469580221096272"},{"key":"ref59","doi-asserted-by":"publisher","DOI":"10.2196\/25887"},{"key":"ref60","doi-asserted-by":"publisher","DOI":"10.1177\/0002764218777572"},{"key":"ref61","doi-asserted-by":"publisher","DOI":"10.1136\/bjsports-2020-102955"},{"key":"ref62","doi-asserted-by":"publisher","DOI":"10.1093\/eurjcn\/zvab038"},{"key":"ref63","doi-asserted-by":"publisher","DOI":"10.1177\/16094069221105075"},{"key":"ref64","doi-asserted-by":"publisher","DOI":"10.1177\/1049732320935835"}],"container-title":["JMIR Aging"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/aging.jmir.org\/2024\/1\/e46522","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2026,6,30]],"date-time":"2026-06-30T17:53:11Z","timestamp":1782841991000},"score":1,"resource":{"primary":{"URL":"https:\/\/aging.jmir.org\/2024\/1\/e46522"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2024,2,28]]},"references-count":64,"URL":"https:\/\/doi.org\/10.2196\/46522","relation":{"has-preprint":[{"id-type":"doi","id":"10.2196\/preprints.46522","asserted-by":"object"}]},"ISSN":["2561-7605"],"issn-type":[{"value":"2561-7605","type":"electronic"}],"subject":[],"published":{"date-parts":[[2024,2,28]]}}}