Delving into the mental access of using digital public services in later life - peer tutors’ perspective

Abstract In today’s society shaped by digitalization and increased number of digital public services, the use of digital services may be driven by societal rather than individual will. Mental access precedes obtaining physical access, skills, and usage. It can either support or hinder the adoption and use of diverse digital technologies and services. However, less is known about older adults’ mental aspects on using digital public services. Peer tutors, acting as mediators between individual and societal dynamics, provide valuable insights into the mental access of using digital public services in later life. In this study, we ask: What are the key aspects of mental access according to peer tutors regarding the use of digital public services in later life? The data consists of 21 semi-structured interviews conducted in Central Finland in 2022 with peer tutors aged between 63 and 84 years old. Based on the inductive thematic analysis, our findings suggest that older adults experience ambivalent aspects of mental access when using digital public services. Participants expressed concerns towards the rapidly digitalizing society and felt external pressure to use digital services. On the other hand, digital services also made tutors’ and their tutees’ daily lives easier. Mental and digital support were key facilitators to mental access, counterbalancing the fear and frustration that older adults may have towards digital services. This research sheds light on mental access related to the use of digital public services among older adults, deepening the understanding of potential mental barriers and facilitators.