As essential services increasingly move online, limited digital literacy and language barriers threaten to leave Bhutan’s growing elderly population on the margins of the country’s digital progress.
Bhutan’s rapid transition towards digital governance and online public services is transforming how citizens access essential facilities. However, for many elderly Bhutanese, the growing dependence on smartphones and digital platforms has introduced a new set of challenges, making even routine tasks difficult without assistance.
While mobile banking, online documentation and digital government services have simplified everyday transactions for digitally literate citizens, senior citizens unfamiliar with modern technology often find themselves dependent on family members or local officials.
For many, the difficulty begins with something as simple as operating a mobile phone.
Data, an elderly resident of Chhukha, is among those who have yet to become comfortable with digital technology. Although she owns a mobile phone, her ability to use it is largely limited to receiving incoming calls. For anything beyond that, including accessing essential services, she turns to her children.
Her experience reflects a wider challenge confronting elderly communities across the country, where the increasing availability of digital services does not necessarily translate into greater accessibility.
Tashi Pema, also from Chhukha, describes how unfamiliarity with basic smartphone functions can prevent elderly people from accessing important information and documents.
“We cannot even dial a number to make a phone call. Even if there are documents on the phone, we do not know how to navigate to them,” she says.
As a result, many continue to rely on traditional methods of accessing public services, travelling to gewog offices or seeking assistance from people who are comfortable using digital platforms.
The obstacles extend beyond technological unfamiliarity. Language has emerged as another significant concern, particularly for elderly citizens whose communication is limited to local dialects.
Paipo, a resident of Trashi Yangtse, says the use of English in digital communication and documentation creates additional difficulties for people who have never had the opportunity to learn the language.
“We can only speak our local dialect. It is inconvenient for us to access government services and prepare documents,” Paipo says.
For citizens facing both linguistic and technological barriers, navigating online systems can become an intimidating exercise, even when the services themselves are designed to improve convenience.
Yet, despite these difficulties, elderly citizens also recognise the opportunities that modern technology offers.
Gokay Pem from Wangdue Phodrang acknowledges that mobile phones have made communication easier and opened up new possibilities for accessing religious teachings and information about sacred sites without travelling.
At the same time, she believes that mobile technology can have negative consequences, highlighting the mixed experiences of older generations adapting to an increasingly connected society.
The challenge of digital inclusion is likely to become more pressing as Bhutan’s population ages.
According to World Bank figures, the country had 50,329 residents aged 65 and above in 2023, representing approximately 6.4 per cent of its population of 786,385. By 2050, the proportion of elderly citizens is projected to approach 16 per cent.
This demographic shift could increase the number of people requiring additional support to navigate digital systems, particularly as government departments and financial institutions expand their online services.
The country’s digital literacy figures also point to a broader gap in technological readiness. According to the government’s digital literacy programme, the national digital literacy rate stands at 49 per cent.
Although this figure is not specific to elderly citizens, it underscores the importance of ensuring that the transition to digital services accommodates people with varying levels of technological knowledge.
For now, citizens unable to access services online can continue visiting government offices in person or seek assistance through toll-free helplines. These alternatives provide an important means of accessing essential services for those who are not digitally equipped.
However, the continued dependence on relatives, neighbours and government officials also raises questions about how independently elderly citizens can participate in an increasingly digital society.
As Bhutan advances its digital transformation, the challenge is no longer simply to make public services available online, but to ensure that citizens can use them regardless of age, language or technological experience.
With the elderly population expected to grow substantially over the coming decades, accessible interfaces, support in local languages and practical digital literacy training could become increasingly important in narrowing the divide.
For Bhutan, the success of digital transformation will ultimately depend not only on how efficiently services are delivered, but also on whether those least familiar with technology can benefit from them.
