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Insights from our over 70s

We ran focus groups and a UK-wide survey in 2020 and again in 2021 to capture the insight from the over 70s in our community.

In our study, we found 10 key findings from the over 70s on their use of technology and online public services.

Technology usage has increased in the last year

Compared with our survey in 2020, the over 70s daily usage of tech increased:

  •  66% use smartphones daily (up 1% from 2020) 
  • 55% use smart TVs daily (up 7% from 2020) 
  • 21% use fitness trackers and smart watches daily (up 8% from 2020) 
  • 19% use smart speakers daily (up 3% from 2020) 
  • And interestingly, 263,000 over 70s in the UK (3%) use VR headsets at least once per week (up from 0% in 2020)
Increased digital appetite and skills during the pandemic

Over 70s in the UK confirmed that:

  • 15% increased their digital skills (the 85+ was the largest age group at 25%) 
  • 25% increased their awareness of online safety (N.Ireland was the highest region at 47%) 
  • 27% increased their access to medical advice or online appointments (N.Ireland was the highest region at 53%) 
  • 49% increased their online shopping (the 85+ was the largest age group at 55%)
Ownership and comfort of using of mainstream tech remains high

Over 70s in the UK confirmed:

  • 74% own a smartphone 
  • 69% own a laptop (higher than those aged between 18-34) 
  • 51% own a smart TV 
  • 68% where 'very comfortable' in using a laptop 
  • 60% where 'very comfortable' in using smartphones
High awareness and usage of online public services

Over 70s who are aware of, and have used the following online public services:

  • 67% have applied for a passport, driving licence or bus pass online (higher than any other age group) 
  • 60% have booked a GP, a hospital appointment or ordered a repeat prescription online (higher than any other age group) 
  • 59% have registered to vote online
  • 49% have paid their council tax or a fine online
Demand for more digital public services post-pandemic

Over 70's in the UK confirmed:

  • 47% want to continue ordering repeat prescriptions online (England was the highest region at 50%)
  • 42% want to continue paying council tax and other services online 
  • 43% of over 70s in N.Ireland want to continue with online access to library services 
  • 69% want to continue with online banking (Wales was the highest region at 77%)
Prefer to self-serve with public services

Over 70's confirmed their preference is to self-serve online with the following sectors:

  • 67% central government 
  • 66% banking and financial services 
  • 45% local government 
  • 25% healthcare
Learn about new technology from their family network

Over 70s confirmed three areas where they learn about and how to use technologies:

  • 54% learn from family members 
  • 30% learn from friends 
  • 18% learn from YouTube
Healthcare provide the best user experience in the public sector

Over 70's rated their user experience as 'very good' for the following sectors:

  •  54% healthcare 
  • 50% central government 
  • 34% local government 
  • 23% social housing

In comparison, 68% of over 70's rated banking and financial services as very good

Trust the healthcare sector more with their data

Compared with our survey in 2020, over 70s who 'strongly agree' or 'agree' which sectors they trust with their data:

  • 83% healthcare (up 4% from 2020 and overtaking the banking and financial services sector) 
  • 61% local government (up 2% from 2020) 
  • 58% central government (up 2% from 2020)
See the benefit in technology delivering better services for them

Overall, 79% of over 70s feel technology is helping public service organisations provide them and the wider community with better services.

  •  60% see the benefit of AI technology to improve medical process 
  • 59% see the benefit of voting online 
  • 58% see the benefit of fingerprint or facial recognition for improved security 
  • 56% see the benefit of technology in communicating with their council

42%

of over 70s want to continue paying council tax and other services online

25%

of those ages 85+ increased their digital skills during the pandemic

263k

of over 70s use VR headsets at least once per week

Public sector organisations have been extremely impressive at adapting to the pandemic, and as we look to build back better, I encourage them to take on board these valuable insights.”

Julian David, CEO, techUK

Disclaimer

A Word from the Wise study methodology:

  • The A Word from the Wise citizen survey was conducted by independent market research specialist, Censuswide, on behalf of Civica. A total of 2,123 citizens over the age of 18 (including 1,001 aged 70 and over) from across the UK were surveyed in May 2020. 
  • A follow-on survey was also conducted in April 2021, with a further 1,015 citizens aged 70 and over surveyed across the UK 
  • The A Word from the Wise public sector leader survey was conducted by independent market research specialists, Censuswide, on behalf of Civica. A total of 120 public sector leaders (weighted for even spread of organisational type) across the UK were surveyed in May 2020 
  • The A Word from the Wise focus groups were held with UK citizens aged over 70 in Aberdeen, Bristol, Lisburn and Manchester during December 2019 
  • The citizen interview videos shared have been approved by the citizens who took part in our focus group