Dáil Éireann Debate, Thursday - 16 April 2026
20. Deputy Séamus McGrath asked the Minister for Public Expenditure, Infrastructure, Public Service Reform and Digitalisation to review the accessibility of public services for older people, particularly those with limited IT literacy given that increasingly services are moving online with limited telephone or face-to-face contact available. [26361/26]
View answerEnabling access to public services for all our people is very important to me and indeed all my colleagues in Government. As we work together to accelerate a transformational change in how we deliver public services and to digitalise public services, we are taking a Life Events approach as outlined in the Digital Public Services Plan 2030. This will not only reorient service design around key moments in people’s lives, but it will also ensure a more proactive approach by Government in providing services. All this is being done with inclusion and accessibility as guiding principles, ensuring no one is left behind. Indeed, inclusion and accessibility continue to be guiding principles for Government as can be seen in Digital Ireland - the National Digital and AI Strategy.
We acknowledge that concerns exist for older people and others who may not have the skills, confidence or access required to use online services. Through the Better Public Services reform programme, led by my Department, there is a clear and explicit commitment to redesigning public services around the needs of users, ensuring that services work equally well for people who engage digitally and for those who do not.
Furthermore, as public services continue to modernise and take advantage of digital tools, including AI, Government’s aim is to make the digital transition a positive one for those who can engage digitally and to provide support or an alternative for those who cannot.
Our approach is very clear: we are digital by desire, not digital by default. At the same time, as part of service design and delivery, we actively consider the needs of all people including older people and those are not confident using digital channels. To that end, we will examine the use of blended/ complementary channels and support as well as the potential of a single front office for Government, mirroring the gov.ie online service, and building on the work we are already doing to increase accessibility for example through our Public Libraries network.
At the same time, I do want to acknowledge that the move towards digital services has delivered real and measurable benefits. Digital channels have improved turnaround times, reduced administrative burdens, increased transparency, and delivered significant efficiencies across the public service. These efficiencies allow resources to be redirected towards frontline supports and towards assisting those who continue to rely on non-digital interactions.
