Integration of digitalization in social protection and inclusion: system for older adults, findings, challenges, and recommendations

Abstract

Access and inclusion in the use of technological tools hold particular importance in the process of integrating digitalization across institutional systems. Accelerated digitalization, which became a ne- cessity during and after the COVID-19 pandemic, has focused public policy attention on the signif - icance of digital inclusiveness while simultaneously highlighting social challenges and inequalities caused by the lack of access to technological tools and internet connectivity among disadvantaged groups, including older adults. This paper aims to analyze how Albania is coping with this digital transformation by examining older adults’ access to technological tools and institutional efforts to ensure active inclusion in public policy design and access to digital services. The methodology in this study adopts a mixed-method approach, as it combines quantitative analysis (e.g: percentages of technology use, reported challenges) with qualitative analysis (e.g., perceptions of older adults, interviews with institutional staff). The research includes a comprehensive review and examination of official national and international documentation, public online platforms/portals, as well as the implementation of structured inter - views with individuals aged 65 and above. The study sample consists of approximately 150 respondents (older adults, representatives of central and local institutions, and social care service providers). The collected data identified key challenges contributing to digital exclusion among older adults, such as lack of technological skills, limited ac- cess to digital devices, and insufficient institutional support. At the same time, the rapid digitalization process offers opportunities to improve older adults’ quality of life if accompanied by appropriate policies in education, equipment provision, and assistance. The findings indicate that the use of digital technology reduces or mitigates social exclusion and cre- ates opportunities for social inclusion and access to public services for vulnerable groups, including older adults. The results serve as recommendations to support public policy priorities for inclusion and access to technological tools, aiming for a more inclusive and sustainable approach.