The Digital Divide Among Seniors Has Changed From Having Access To Gaining Assurance

WHEN THE COVID-19 pandemic pushed much of daily life online almost overnight, it exposed a reality that had long been overlooked in Malaysia—many older people were not part of the digital world.

Medical appointments moved online; information travelled faster than word of mouth; payments became cashless by default. For senior citizens who had never owned a smartphone, or who used one only to answer calls, the transition was disorienting and overwhelming. Digital exclusion was no longer an abstract concept—it affected whether one could see a doctor, stay in touch with family, or access essential services.

In Penang, this moment became a turning point. DahDigital, a programme launched by the Penang state government through Digital Penang, was introduced to promote the use of digital solutions within communities as daily life shifted online. The programme placed trained digital coaches on the ground to help residents build practical digital skills and confidence within their communities. What began as an urgent response to a public health crisis soon became part of a broader effort to foster a digitally inclusive society.