Digital gap
Digitalization and digital transformation bring a lot of enhancements into everyday life, such as enabling a constant access to various information, an opportunity to use certain services around the clock at the most convenient moment (for example, online shopping for groceries and other necessities, managing own taxes), as well as, a possibility to work and study in a convenient location or even to schedule a remote doctor appointment. In the past years, many companies have been focusing on an automation process of their services and self-service solutions. Especially the pandemic time has sped the above-mentioned up, resulting in a reduction of physical service point premises (for example, stores, banks), as personal contacts were to be avoided. Personally, I feel that even more companies will be striving for digitalizing their services in the near future and the amount of “traditional” services will be decreasing.
A term digital gap or digital divide refers to a division between people who have an access to the Internet, digital technologies and communication tools; and those who do not. It increases an inequality between people and can even contribute as a factor for a social exclusion. There are several reasons for the digital gap, for example, lack of infrastructure and resources (such as, steady Internet connection, appropriate device), insufficient level of digital literacy, competences or skills; or even simply lack of motivation. The term digital divide is closely associated with a term digital participation, meaning that an individual is voluntarily and actively enough (to the extent that the flow of daily routines is not interrupted) participating in the operation of a society utilizing digital tools, apps and services. That individual has sufficient physical resources; feels that one belongs to a community and is able to participate in public decision-making (for example, by voting) within digital environment. Digital exclusion is what an individual might experience if one is left outside of the digitalization perimeter. (Ahola & Hirvonen 2021, 10, 37-39, 67-68; Kuusisto & al. 2022, 21-22.)
People who are unable or unwilling to use virtual services may face several inconveniences. When taking a health care as an example, with remote doctor appointments scheduling a “visit” to certain specialist is possible, without the need for either customer or health care professional to move from one place to another, which is helpful especially if one would live in rural and other in urban area. However, without a possibility to use this digital services, it’s much more complicated. Nowadays, for example, within aviation industry one might be even forced to pay additional expenses if not using digital services. Certain low-cost air carriers (for example, AirAsia) are actively encouraging passenger to use self-service solutions to the point that if one would like to get assistance from the ground personnel at certain airports during the check-in process, it costs extra. Opening hours of customer service departments of different organizations and agencies are limited. Without digital services, one misses an opportunity to compare different prices of items, accommodation alternatives or services. Some products and services are also sold exclusively online. In the big picture, one might face excessive difficulties to maintain social relationships, be successful on a job market and receive educational benefits without access to digital services.
When new services are being designed and brought to the market, customer-centric approach must be secured, ensuring in addition that individuals who are not using digital services would still receive equal and fair treatment. It means that there ought to be both an optional way to access the service (outside digital world), as well as, potential customers of digital services should receive additional support, assistance and training when needed, before fully introducing new services. Fortunately, there are even several directives and acts that support the accessibility requirements, quality and information security of digital services, enhancing individual’s possibility to use them equally. (Act on the Provision of Digital Services 306/2019; Directive on the accessibility of the websites and mobile applications of public sector bodies 2102/2016/EP. Directive 2102/2016/EP of the European Parliament and of the Council. Official Journal of the European Union, L327/1, 2 December 2016, pp. 1–15.)