I sat at the dining table on Christmas Eve, ready to meet my aunt at her favorite steak restaurant. When she arrived, she seemed frustrated and exclaimed, “Marvin, I don’t understand what is happening. I need to make a medical appointment and pay my bills. I can’t seem to do that now.”
It was not a credit card, nor medication, that my aunt took from her bag. It was her 6-inch, rectangular mobile phone. A familiar object to me and many others, but a source of anxiety for my aunt who is in her 70s. After a tense conversation, I discovered the source of her frustration. She had to make an urgent medical appointment, but her clinic recently created a mobile application and seemed to only accept transactions there. There was a Chatbot available to help with queries, but my aunt preferred to speak to someone human. I will always remember that Christmas dinner – when it became a problem-solving session rather than a time for catching up.
There are many more like my aunt across societies worldwide – bewildered by, rather than benefitting from, technological advances. Seniors like her are one such group. In Singapore for example, where I am from, we face an aging society where 1 in 5 adults are above the age of 65[1]. This is not a small proportion, and digital isolation can impact both seniors and their families who feel their frustration. With a rapidly aging global population[2], no country is immune to the possibility of leaving the elderly behind as digital technologies accelerate. Sectors where the elderly have high touchpoints with, such as food services, healthcare, and transportation, have generally experienced increased technology adoption over the years. With digital payment, ordering, appointment, and transaction systems becoming more prevalent, we run the risk of leaving our seniors behind if left unchecked.
Besides our seniors, there are also others who risk getting excluded in our increasingly digital world, for instance those who might lack the financial resources to access technology. The World Economic Forum has highlighted a concerning global digital divide, with a third of the global population being disconnected from the Internet even though 95% of the world resides within range of a mobile broadband network[3]. Major differences in mobile phone ownership also exist between countries of different incomes. Only 56% of people in low-income countries own a mobile phone, as compared to over 95% in high-income economies[4]. These groups run the risk of being left behind in the digital transition and being left out of technology-enabled economic opportunities. They do not even get the chance to take part in conversations around how technology can be made more user-friendly.
In addition, even among those who have the means to access technology, like workers who use it daily, their digital capabilities, user preferences, and willingness to use technology vary greatly.[5] This can stem from a variety of reasons, from personal preferences to the fear of digital scams, and to different levels of willingness to adapt. If academics and philosophers from times past to today’s world have wide-ranging views on technology (which I learnt more about in a Harvard Kennedy School course[6]) – from Martin Heidegger and Lewis Mumford’s technoceptic views[7], to Donna Haraway’s optimism about technology’s potential[8] – surely we should recognize the varying dregrees of user preferences and capabiltiies. According to a recent PricewaterhouseCoopers survey across 12,000 workers worldwide, about 45% of employees prefer face-to-face interactions for certain tasks and value the human touch.[9] These findings have important implications for leaders and advocates of digital transformation. Simply rolling out digital initiatives and digital skills training may not be sufficient. To foster inclusive, digitally savvy societies and workplaces, it bears asking questions about why people may resist digital adoption, what drives people’s interest in advancing digital skills, and which technologies can balance preferences for human connections.
There is hence not an insignificant portion of communities worldwide who may struggle to keep pace with technological change.With such disparity, what can we do to ensure that no one is left behind? To me, the first step is for everyone to make a mindset shift – to view technology adoption and skills as a language, rather than just a matter of science or economics. Any piece of modern technology, from mobile applications to artificial intelligence (AI), cannot simply be downloaded and uploaded onto people, as we do with software. This mindset of treating digital skills as a language, can guide people to engage seniors, or those who lack digital skills, more patiently. Just like a language, while we may speak it comfortably from a young age, it may not be as easy to ask someone who has not spoken it to pick it up as quickly as we did. At a personal level, this helps remind us of the need for patience, understanding, and inclusivity.
Next, Governments can take the lead by ensuring that they do not leave seniors and the less privileged behind, even as they adopt digital solutions. Take Singapore’s Housing and Development Board[10] for example. To address snaking queues and manpower constraints, it could have closed its physical counters and implemented a fully online transaction system. However, the agency was sensitive to seniors and residents who may prefer turning up at its premises for in-person engagements, even for simple transactions. The Board decided to implement digital self-help counters at its premises, where residents could familiarize themselves with digital solutions, and engage an officer should it be necessary. I think this was a triple-win solution, as there still were manpower savings, and residents could learn about digital solutions while being assured of an in-person alternative. To expand inclusivity, public officers went a step further to ensure that the digital counters were accessible for members of the public with disabilities. The platforms could be adjusted up and down for residents in wheelchairs, and braille-typed pads were also made available. The Housing and Development Board has since won accolades for its thoughtful service delivery efforts[11].
Another example is the recent rollout of Community Development Council (CDC) vouchers in Singapore, given to all households to help with daily expenses. Rather than solely releasing digital vouchers to improve efficiency, the Government was sensitive to the varying needs of the community, including those who preferred physical vouchers. It implemented digital coupons but allowed members of the public without a smartphone or who preferred otherwise, to print vouchers at authorized community centers[12]. This flexibility was well-received, and it shows how a simple move to complement digital initiatives with manual hand holding can go a long way.
Beyond seniors, agencies like the Infocomm Media Development Authority (IMDA)[13] in Singapore have also provided subsidized devices and broadband connectivity to families with lower incomes. This ensures that everyone in society has the opportunity to access digital technology and develop digital skills.
Lastly, more members of the public can step up to help others become familiar with technology. Some volunteers in Singapore have led the way by becoming “Digital Ambassadors” at community centers nationwide, in partnership with the country’s Digital Office and Seniors go Digital Program launched in 2020[14]. Anyone who requires digital assistance or wishes to learn more can approach these ambassadors, who may even be their neighbors. Clearly identifiable in bright purple clothing across 30 Digital Community Hubs and 200 roving counters around Singapore, getting digital assistance is free and convenient. 95% of seniors expressed satisfaction with the training sessions received after the first six months of the program[15], and as of 2022, over 210,000 seniors have been engaged[16]. Some seniors who are more adept at technology have also joined the effort, to assure and encourage fellow seniors that digital technology is a language that can be learnt. The country’s Silver Generation Office, which seeks to better connect with seniors, has also mobilized volunteers to reach out to the elderly who are physically challenged and unable to leave their homes[17]. This takes digital skills training right into the heart of where some seniors feel the most comfortable to learn.
That said, with the advent of AI-related applications and rising cybersecurity risks, it is important to see such efforts as an ongoing journey. Across the world, digital transformation is a constant process as new technologies emerge. Creating more digitally inclusive societies is therefore rarely a static effort that yields instant success, nor is it an endeavour of one stakeholder alone. What matters is the continued attention and effort across the community to ensure that everyone is on board.
Some might argue that digital advancement is naturally unforgiving. Progress is made only when quick adopters move ahead, and those who lag catch up. After all, the free market will force traditional players to adopt solutions eventually, and we should all be comfortable with this phenomenon. While this might make sense in the business world or from an organization’s internal perspective, I think there is room to adopt a more humanistic, broad-based approach when it comes to building a digital society – especially when it involves people. Even businesses in traditional sectors, such as the street food industry, have valued Government support in improving broad-based access to simple solutions like digital payments[18]. To me, the key to becoming a digital society does not just lie in chasing efficiency gains. It lies in the lives of everyday people – and it is worthwhile to direct our time and effort to help everyone learn the language.
I constantly reflect on that Christmas dinner with my aunt. Despite the anxiety we experienced, it may have been one of the most meaningful dinners for me, because I was a digital ambassador to my aunt. As a society, we can all do more to help everyone learn the language of technology. It might take more time, but we all know who won the race between the tortoise and the hare.
[1] Chan, G., Tan, T., “Number of Singaporeans aged 80 and older jumped 60% in last decade” (The Straits Times, 2025), https://www.straitstimes.com/singapore/number-of-singaporeans-aged-80-and-older-jumped-60-per-cent-in-the-past-decade
[2] Jones, K., “These countries are aging the fastest – here’s what it will mean” (World Economic Forum, 2020), https://www.weforum.org/stories/2020/02/ageing-global-population/
[3] Rastogi, V, “This is how to counter the global digital divide.” (World Economic Forum, 2022), https://www.weforum.org/stories/2022/05/how-to-counter-the-global-digital-divide/#:~:text=Unfortunately%2C%20that’s%20a%20lot%20of,to%20use%20their%20limited%20bandwidth.
[4] “ Global Internet Use Continues To Rise but Disparities Remain.”, United Nations Department of Economic and Social Affairs (Social Inclusion), accessed 6 April 2026, https://social.desa.un.org/sdn/global-internet-use-continues-to-rise-but-disparities-remain
[5] Steele, C.D., Staley, D., Sethi, B., “Our status with tech at work: It’s complicated”. (PricewaterhouseCoopers (PwC), 2018), https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/tech-at-work.html
[6] This view was inspired by taking a Harvard Kennedy School course on “Philosophy of Technology”, by Professor Mathias Risse. Source: “DPI-207: Philosohpy of Technology: From Marx and Heidegger to AI, Genome Editing, and Geoengineering”, Harvard Kennedy School website, accessed 6 April 2026, https://www.hks.harvard.edu/courses/philosophy-technology-marx-and-heidegger-ai-genome-editing-and-geoengineering
[7] Heidgger, M. “The Question Concerning Technology.” And Mumford, L. “Tool Users vs. Homo Sapiens and the Megamachine.” In Philosophy of Technology – The Technological Condition: An Anthology (2nd Edition), edited by Scharff, R.C & Dusek, V., Chapters 27 and 32. Wiley-Blackwell & Sons, Inc. UK, 2014.
[8] Haraway, D. “A Cyborg Manifesto: Science, Technology, and Socialist Feminism in the Late Twentieth Century.” In Philosophy of Technology – The Technological Condition: An Anthology (2nd Edition), edited by Scharff, R.C & Dusek, V., Chapter 51. Wiley-Blackwell & Sons, Inc. UK, 2014.
[9] Steele, C.D., Staley, D., Sethi, B., “Our status with tech at work: It’s complicated”. (PricewaterhouseCoopers (PwC), 2018), https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/tech-at-work.html
[10] Foo, S.S., Ng, J, “A Journey in Service Transformation” (Dwellings, a Singapore Housing & Development Board (HDB) publication, Issue Sep/Oct 2019), Pg 22-30, https://www.hdb.gov.sg/-/media/doc/SCEG/Dwellings_1902.pdf#:~:text=By,in%20Service
[11] Singapore’s Housing & Development Board was awarded the “Transformative Agency of the Year” award in 2020 for its service delivery efforts. Source: “Designing for Life – The Future of HDB Living. HDB Annual Report 2020-2021”, (Singapore Housing & Development Board (HDB), 2020/2021), Pg 44 – 46, https://assets.hdb.gov.sg/about-us/news-and-publications/annual-report/2021/assets/ebooks/annual-report-2021.pdf
[12] Heng, M., “AskST: How can I claim and use my CDC vouchers?” (The Straits Times, 2022), https://www.straitstimes.com/singapore/askst-how-can-i-claim-and-use-my-cdc-vouchers
[13] “About IMDA Digital Access Program – Digital Inclusion is for All.”, Singapore’s Infocomm Media Development Authority (IMDA), last updated 21 Oct 2024, https://www.imda.gov.sg/how-we-can-help/digital-access
[14] The Singapore Digital Office (SDO) was set up in 2020 under the country’s Infocomm Media Development Authority (IMDA). Source: “What Does a Digital Ambassador Do?”, Digital for Life, last updated 11 June 2025, https://www.digitalforlife.gov.sg/be-inspired/stories/all-stories/what-does-a-digital-ambassador-do
[15] Navarro, K. “Seniors Go Digital: Three Months On” (Infocomm and Media Development Agency of Singapore (IMDA), 2020), https://www.imda.gov.sg/resources/blog/blog-articles/2020/09/seniors-go-digital-three-months-on#:~:text=1.,Digital%20Ambassador%20Mr%20James%20Foo!
[16] Ang, H.M., “More than 210,000 seniors joined programme to develop digital literacy and skills”, (Channel News Asia, 2022), https://www.channelnewsasia.com/singapore/digital-literacy-skills-elderly-residents-seniors-go-digital-programme-3111166
[17] “About SGO”, Singapore’s Silver Generation Office (SGO), Agency for Integrated Care, accessed on 12 December 2025, https://www.aic.sg/community/about-sgo/
[18] Following industry feedback in 2024, Singapore extended its support for hawkers, or street food vendors, to adopt digital payments under its “Hawkers Go Digital” program. Source: “Government subsidy under Hawkers Go Digital program extended for another year”, Enterprise Singapore, last updated 10 October 2024, https://www.enterprisesg.gov.sg/resources/media-centre/media-releases/2024/october/mr03824_government-subsidy-under-hawkers-go-digital-programme-extended-for-another-year