After the Covid-19 pandemic, many countries moved from traditional to digitalised services, and Finland is one of them. The City of Helsinki has also developed several digital services and is working to make these digital services accessible to all. The public sector in Finland is legally obligated to guarantee that digital services are accessible in accordance with the European Accessibility Directive and the criteria of the Web Content Accessibility Guidelines (WCAG) 2.1 Level A and AA. In the City of Helsinki, each digital service includes an accessibility statement that details compliance with standards and channels for feedback (City of Helsinki, 2026). Helsinki has also developed a citywide accessibility model that provides guidelines to ensure that digital services are created from the outset with accessibility considerations, rather than being incorporated later.
These efforts are important, as several studies conducted in Finland reveal that the accessibility of digital services varies among the population, depending on personal and social factors. For example, Ahola and Hirvonen (2021) report that many people in Helsinki have access to digital services, and they have sufficient skills required to use these services, but some people are still at risk of digital exclusion, especially older people and those with low levels of education. Similarly, Heponiemi and Kaihlanen (2025) find that people with low education, poorer health, and memory or vision issues, who are older, of a migrant background, or living alone face an increased risk of digital exclusion. This can be because of a lack of digital skills, societal inequalities, and inadequate access to devices, which inhibit the benefits of digital services. It also reveals that individuals facing digital exclusion are diverse, not from one group.
In this short article, I discuss the accessibility of digital services from the perspective of the elderly, younger people, and migrants.
Accessibility of Digital Services for Different Population Groups
1. Accessibility for Older Adults
Although many Finns are familiar with digitalised services, a significant minority still struggles to use them, perhaps because of a lack of confidence with technology, complex interfaces that are difficult to understand, or limited digital skills (Torkki et al., 2026; Mielonen et al., 2023).
The older population is the most vulnerable to feeling left out due to digitalisation. Research by Torkki et al. (2026) finds that while many older people use digital services for simple tasks like booking appointments or renewing prescriptions, their use decreases with age because of a lack of digital skills, and it is difficult for older adults aged 85 and above to use these services effectively. It was also highlighted that although use of digital health services is higher, the adoption of digital social services remains underdeveloped. A big population survey in Finland proves that age (age alone) is linked with decreasing use of online health and social care services even with good digital competence, indicating that the most elderly people are at high risk of exclusion (Heponiemi et al., 2022)
Similarly, research conducted on the use of digital devices among older Finns indicates that education, social support, health, and health literacy also determine whether an individual will become a skilled device user or a non-user and indicates that more social and health-related factors restrict accessibility (Eronen et al., 2025). Another study conducted on older adults’ preference in the utilization of digital health and social services emphasized that digital services should include user-centred designs, language used in digital social services should be simple and all the information should be available in one single digital service as currently the information is scattered across various digital health and social services. Older adults wished to have larger pushbuttons on websites and applications and there should be training and support for the older people which helps them to access these digital services easily (Laukka et al., 2024). In general, this study indicates that accessibility is not only the presence of services on the internet, but the ease of accessibility, the support of the social network, and the consideration of older adults’ needs.
To address this, Helsinki offers free digital support at more than 150 locations, including libraries, service centres, community houses, youth centres, and employment service points, where residents can receive help with devices and e-services. Support is also available remotely, at home, and in multiple languages, and it aims to increase confidence and capability, particularly among older users (City of Helsinki, 2026).
Despite these efforts, older Helsinki residents can still be excluded if support is insufficiently tailored to their needs, or if services rely heavily on advanced digital literacy without robust alternatives. Accessible design and the continuation of hybrid service channels (digital + in-person/telephone) are therefore critical for inclusion.
2. Accessibility for Younger People
Younger residents, especially those under 30, are generally assumed to be digitally fluent. Indeed, many young people use digital platforms for participation, job seeking, education, and social engagement.
However, research on digitally marginalised groups in Finland indicates that a high level of digital skills does not always translate into trust or willingness to use digital services. Among some younger socially marginalised individuals, such as prisoners and young people with mental health conditions, trust in public service providers is low, despite adequate technical skills. This suggests that accessibility is not only about skills but also about trust and a service design that resonates with young users’ expectations and needs (Tetri et al., 2024).
In addition, younger people with disabilities, learning differences, or limited literacy still face usability barriers if digital services lack clear language, intuitive interfaces, or assistive technology compatibility. Projects focusing on easy language and clearer communication are increasingly recognised as important for broad digital inclusion, serving not only older adults but also young people with diverse reading or cognitive needs (Onikki-Rantajääskö, 2025).
Helsinki’s digital support includes youth-oriented services at youth centres and through services like Ohjaamo, where guidance on digital issues and e-government is available alongside broader youth support for persons under 30 years of age (Helsinki Digital Support, 2026).
3. Migrants and Linguistic Minorities
Language barriers and cultural differences create additional challenges for digital inclusion. Many digital public services in Finland are primarily in Finnish or Swedish, making them less accessible for migrants and refugees. Qualitative research on older migrants shows that personal experiences with digital public services vary widely. Individual factors including habits, language, trust, cultural background and contextual factors influence whether individuals engage with or disengage from online platforms (Safarov, 2021).
Helsinki’s digital support services are available in several languages, and interpretation can be arranged, but truly inclusive digital services require not only translation but a culturally sensitive design and proactive outreach. Furthermore, older migrants face language barriers and difficulties obtaining e-ID, in which older age and poor economic situation are associated, which compounds accessibility challenges and limits independent access to public digital services (Kempainen et al., 2023).
Research by Kuusio et al. (2025) reveals that most migrants technically have access to digital services: in 2023, the majority had smartphones (98%), access to the internet (94%), and the necessary strong authentication tools (95%), and these proportions have been increasing since 2018. In self-assessed digital skills, there were significant differences, both between migrant background groups and between migrants and the general population, with migrants reporting lower levels overall.
4. Socioeconomic Differences and Trust
Digital accessibility also intersects with socioeconomic status. While most people have devices and internet access, differences in usage patterns and outcomes persist. People with lower education, an unstable income, or limited trust in public institutions are less likely to benefit fully from digital services. Poor usability and fragmented platforms can shift administrative burdens onto users, especially those least equipped to manage them (Helsinki Times, 2025).
Trust plays a major role: even where skills are high, a lack of trust in service providers can reduce willingness to use digital services. This underscores the importance of transparent design and clear communication about use of data. Social support and hands on learning are also important in improving digital skills and promoting digital inclusion among marginalized groups (Tetri et al., 2024).
Policy Implications: Making Digital Services Work for All
To enhance accessibility and inclusion in Helsinki and Finland, hybrid service models could be introduced to ensure that digitalisation does not replace non-digital channels. It is also recommended to use designs that are universal and easily understandable by the whole population. If anyone requires digital support, it should be free and widely available, and adapted for people of different age groups and ability levels. Digital services should not be evaluated based on usage rates; rather, it should focus on accessibility, equality, and user experience outcomes.
Conclusion
Finland’s advanced digital infrastructure offers many benefits, but real inclusion depends on making digital public services accessible to all residents, from the elderly to young people, and from migrants to socioeconomically marginalised groups. Helsinki’s strategic emphasis on accessibility and user support through city programmes, standards, and hybrid service models is promising, yet ongoing effort is required to ensure that digital leadership translates into equitable and usable services for everyone.
Maryam Shaheen works as a Project Researcher at the Urban Research and Statistics Unit in the City of Helsinki. She holds a master’s degree in digital social sciences.
References
- Ahola, N. & Hirvonen, J. (2021). Digitalisaation huipulla – ja reunalla , https://www.hel.fi/hel2/tietokeskus/julkaisut/pdf/21_04_16_Tutkimuksia%202_Hirvonen.pdf
- City of Helsinki (2026) – Accessibility guidelines and accessibility statements for digital services, WCAG compliance. City of Helsinki’s Accessibility Model | Accessibility Model | City of Helsinki(Link leads to external service)
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- Helsinki digital support services: free support locations, languages, and personal assistance (2025) Digital exclusion deepens as services go online and support shrinks - Helsinki Times(Link leads to external service)
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