12 June 2025 – New guidance to help create an ageism-free digital environment has been launched by BSI in recognition of the growing impossibility of conducting modern life without the necessary digital skills and capabilities, from banking to dealing with public services or communicating with friends and family.
Published by BSI in its role as the national standards body, the guidance aims to empower older people to thrive in the digital economy, by setting out how organizations can help to bridge the digital skills gap prevent social isolation and make everyday online tasks easier for all. It also looks to protect a potentially more vulnerable group from risks such as digital fraud, cyberattacks, violence or abuse online.
Digitalization has transformed nearly every aspect of modern life, from how we access necessities like healthcare, banking, and grocery shopping, to where we socialize. Yet, research from Age UK suggests that 33% of people aged 75 and over, and 13% of people aged 65 to 74, do not have the skills required to thrive in a digital society in day-to-day life . Among people aged 75 and over, 36% were unable to set up an account online that enables them to buy goods or services .
Ageing societies — General requirements and guidelines for ageing-inclusive digital economy (BS ISO 25556), aims to help organizations create a fairer, safer digital landscape. It offers best practice recommendations on combatting ageism, accessibility, usability, availability and affordability of age-inclusive digital solutions. The guidance also addresses areas such as security and privacy, spanning digital infrastructure, services, literacy and intelligent products such as smart speakers.
With older adults lacking digital skills potentially more vulnerable to digital criminals or tactics such as phishing or scams, the guidance recommends organizations to set up countermeasures against internal and external risks such as verification messages to enhance security.
Recognizing that some older individuals may struggle when digital issues arise, for example to determine whether a problem stems from user error or technical failures, the standard advises organizations to offer accessible customer support through familiar channels, such as telephone or other preferred contact methods, staffed by real people to provide clear and reassuring assistance.
David Cuckow, Director of Digital, BSI said: “For digitalization to reach its full potential, it must be inclusive for all ages and account for the needs of vulnerable consumers. Organizations are facing a dual challenge, ensuring that their offering is accessible to all, whilst also upskilling their ageing workforce. The new standard takes a critical first step toward breaking down barriers and ensuring older people can fully participate in the digital world. Organizations now have the guidance to create a fairer, more user-friendly digital landscape that empowers individuals, regardless of age, to thrive in digital economy."
The standard builds on Consumer Vulnerability – Requirements and guidelines for the design and delivery of inclusive service (BS ISO 22458), published three years ago to support organizations to design and deliver fair, flexible and inclusive services. A number of organizations have since achieved a kitemark demonstrating their commitment to this, including Anglian Water, Northern Gas Networks and Santander.
The World Health Organization projects that the proportion of the world’s population that is over 60 will nearly double from 12% to 22% by 2050 . Recent research by BSI found that 37% of people globally believe investment in digital skills is a key enabling factor that can give people both the motivation to remain in work and remain productive throughout life.
