How digital exclusion blocks access to key public services

Everything only online now? Data protection laments digital coercion - Digital coercion leaves millions struggling to access essential services

Digital exclusion is becoming a growing concern in everyday life, according to Hesse’s Data Protection Commissioner, Alexander Roßnagel. He has criticised the rise of 'digital coercion' in essential services, from parking to medical visits, warning that vulnerable groups are being left behind. Without action, he argues, more people will struggle to access basic public services as digital-only systems expand.

Roßnagel highlighted that between four and five percent of German adults have no internet access, while around 18 percent do not own a smartphone. These gaps create barriers for tasks like booking specialist medical appointments, which now often require app-based systems. Sharing sensitive health data with third-party platforms also raises privacy concerns, particularly for those who distrust or cannot use digital tools.

Parking fees present another challenge, as many systems now demand app payments instead of traditional coin-operated meters. This shift excludes those without smartphones and collects more personal data than before. Roßnagel stressed that digital exclusion will worsen due to demographic changes and financial constraints, leaving older adults, people with disabilities, and low-income groups at a disadvantage. To address the issue, Roßnagel proposed several solutions. Public services should keep limited analog options, such as telephone or in-person bookings, alongside digital systems. He also called for 'digital assistance hubs' in citizen service centres and 'digital help coordinators' in nursing homes to provide hands-on support. Simpler, more accessible interfaces—with voice assistance and multilingual features—could further reduce barriers for those with low digital literacy. Broader strategies, like user-friendly mobility apps and inclusive booking platforms, have already shown promise in other sectors. Roßnagel pointed to initiatives like hackathons for improving health service access as examples of how hybrid solutions can bridge gaps for vulnerable populations.

The push for digital-first services risks sidelining millions unless steps are taken to ensure accessibility. Roßnagel’s recommendations focus on maintaining analog alternatives, improving digital support, and designing inclusive systems. Without these measures, essential services may remain out of reach for those unable or unwilling to rely solely on technology.