Digital Inclusion in an Aging Society: Mapping the E-Government Challenges of Elderly Citizens in Rajasthan

Abstract

The rapid digitalization of public service delivery in India, driven by the Digital India initiative, has revolutionized citizen government interaction. However, this shift has inadvertently excluded large segments of the elderly population, particularly in states like Rajasthan where traditional service modes prevail. This study explores the digital skills gap among senior citizens aged 60 and above and assesses how it affects their access to e-government services. The primary objective is to examine how factors such as digital literacy, socioeconomic status, educational background, and prior technology exposure influence the ability of older adults to navigate and utilize online government platforms. Employing a mixed-methods design, the research combines quantitative data from structured surveys of 450 elderly respondents across six urban and rural districts, with qualitative insights from 30 semi-structured interviews and observational studies at 12 e-governance centers. The analysis reveals critical disparities: only 23% of respondents reported confidence in independently accessing digital services, while 67% relied on family members or paid intermediaries. Urban seniors (31%) demonstrated higher digital literacy compared to their rural counterparts (14%), and women faced more severe digital exclusion due to social, educational, and mobility constraints. Major barriers included complex user interfaces, lack of local language support, and minimal training opportunities tailored to the elderly. The study underscores that existing digital literacy programs fail to adequately cater to this demographic, particularly in rural Rajasthan. Key implications include the urgent need for elderly-focused digital literacy initiatives that use culturally relevant and linguistically inclusive content, simplified platform designs, and the establishment of dedicated support centers. The research proposes a practical framework to assess digital readiness among older populations, adaptable to other aging regions in India and globally. By emphasizing hybrid models of service delivery that blend digital and human assistance, the study offers actionable insights for inclusive digital governance and reinforces the importance of policy frameworks that address the vulnerabilities of elderly citizens in the digital era.