Why the Elderly Urgently Need Smart Device Support: Navigating Government Mandates with Confidence
As the Australian Government rapidly transitions essential services into digital-only platforms, elderly Australians face a mounting challenge: staying connected, secure, and in control.
Systems like myGov, Medicare, My Health Record, and even banking and aged care services now require access through smart devices—and come with strict security requirements like Two-Factor Authentication (2FA) and, increasingly, Passkeys.
Yet for many older adults, these technologies are anything but accessible. They are overwhelming, confusing, and often impossible to manage alone.
🔒 Government Digital Mandates: The New Normal
To access services such as:
myGov – for Centrelink, Medicare, ATO, and aged care
My Health Record – for telehealth and medication tracking
myGovID – for secure identity and business services
[Online banking and service apps] – many now require SMS codes or app-based 2FA
Users are required to:
Have a compatible device (smartphone or tablet)
Use 2FA or Passkeys
Safely manage logins, codes, and app security
These changes protect personal data—but without the right setup and guidance, they exclude the elderly from managing their own affairs.
🧠 The Real Barrier: Cognitive Load and Confidence
Age-related cognitive challenges such as:
Memory loss
Slower processing speed
Low digital literacy
Vision or fine motor difficulties
…mean that even simple tasks like opening an app or typing a password can lead to lockouts, stress, and complete disengagement.
Add in anxiety about “breaking something” or clicking the wrong button, and many elderly people simply give up.
🔁 The Limitations of Public Tech Help
Local libraries or community centres often provide 30-minute digital help blocks. While helpful, this time is rarely enough.
Older adults need repetition and routine, not one-off sessions
Support workers change, library volunteers vary, and advice is inconsistent
There’s rarely time for setup of secure logins, fingerprint access, or passkeys
Sessions don’t cover long-term tech confidence or continuity
💡 The result? Seniors are given a device but never truly gain control over it—remaining dependent, frustrated, and disconnected.
🔑 Why Device Configuration and Ongoing Support Are Essential
To truly help older Australians navigate government digital systems, they need:
1. ✅
A Smart Device That’s Ready to Use
Fingerprint or Face ID configured
Passkeys and 2FA set up for key services
Icons for key apps (myGov, banking, Medicare) placed on the home screen
Accessibility features (large font, voice assist) turned on
Unnecessary apps removed to reduce clutter
2. 🗂️
A Printed, Visual Guide
Step-by-step screenshots of their own screen
Easy tap-to-follow instructions
Space for notes or reminders
3. 🔄
Consistent Support – Not Drop-In Help
Same person assisting setup and routine
Time to practice, ask questions, and build memory
Space to revisit steps and reinforce confidence
Support to recover accounts when needed
🛑 The Cost of Inaction
Without personalised support:
Health appointments are missed
Payments may be delayed or incorrect
Access to aged care services is lost
Banking and legal documents go unread
Digital scams become more likely due to confusion or fear
Worse, seniors become increasingly isolated, feeling left out of a world that now assumes digital fluency.
✅ Final Thoughts
The reality is this:
The digital shift is permanent. The elderly are being forced to comply—but not given the time, support, or tools to do so.
They don’t just need a phone or tablet.
They need a personalised digital setup, tailored instruction, and someone who will patiently guide them, not rush them through a 30-minute tech tutorial.
This isn’t optional anymore. It’s essential to health, dignity, financial independence, and peace of mind.