The belief that citizens, especially the elderly, always prefer in-person public services is rooted in generalization, organizational inertia, and fear of change.

The solution isn’t to replace physical with digital services, but to integrate them smartly through a multichannel approach. This involves designing user-friendly digital tools, offering assistance for the transition, and focusing on people’s actual needs instead of demographic stereotypes.

The key is to start with quick wins to build trust, involve early adopters, and communicate successes with real-life stories. [source]