Bridging the digital gap: security, privacy and challenges for older adults in governmental digital services

Purpose – There is an acknowledged and documented lag in the pick-up of governmental digital services, particularly among older adults. Existing research on the topic identifies practical and psychological factors creating that tentativeness among older adults to embrace moving to operating in a digital space. This paper aims to (i) highlight the digital gap between local governmental services and older adults, and (ii) identify key challenges faced by older adults while interacting with the technology. Design/methodology/approach – A systematic literature review including (n = 62) academic publications was conducted to identify the challenges faced by older adults while interacting with online governmental services. Findings – An analysis of the existing literature revealed key challenges faced by older adults when interacting with technology, including valuing technologies from the past, privacy and security concerns, anxiety, cognitive impairment, motivation, mode of participation and trust in government. Originality/value – The study has implications for research, for instance, for developing effective cybersecurity awareness and training content, where success is measured by creating an environment of inclusivity for all.